Refund, Cancellation & Hire Terms Policy

1. Company Information

This policy applies to services provided by Woodpeckers Hertfordshire Ltd, trading as The Kitchen Rescue (Company Registration Number: 14316407, VAT Number: 503 3722 28).

Registered office: Based in Hertfordshire, United Kingdom

2. Hire Period

The minimum hire period is 7 days, unless otherwise agreed in writing.

Hire charges are calculated per week or part thereof.

3. Booking Confirmation and Payments

A £250 deposit is required to secure your booking.

If you cancel more than 1 month before the scheduled delivery date, the £250 deposit will be refunded in full.

If the hire goes ahead, the £250 deposit is retained as a security deposit for the duration of the hire. The deposit is refundable after collection and inspection of the unit, subject to deductions for:

• damage beyond fair wear and tear
• missing items
• excessive cleaning
• misuse of the equipment

Any deductions will be itemised on request.

The full hire fee must be received no later than 7 days before delivery.

Failure to make payment within this timeframe may result in your booking being cancelled or postponed at our discretion.

Refunds of any remaining balance will be processed within 5 working days of inspection.

4. Cancellation Policy

4.1 Customer Cancellations

You may cancel your booking at any time by contacting us at hello@thekitchenrescue.co.uk or +44 7342 606655.

Cancellation charges apply as follows:

4.2 Company Cancellations or Failed Deliveries

We reserve the right to cancel, postpone, or refuse installation in the following circumstances:

• Inaccurate or misleading access information
• Unsafe or unsuitable site conditions
• Absence of a responsible adult (aged 18 or over) at delivery or collection
• Extreme weather conditions preventing safe delivery
• Non-payment of outstanding balances
• Breach of our terms and conditions

If delivery or collection cannot be completed due to any of the above reasons and it is not the fault of The Kitchen Rescue, the following charges will apply:

If The Kitchen Rescue cancels your booking due to our own operational issues or safety concerns not caused by the customer, you will receive a full refund of all payments made.

5. Extensions

Extensions are not guaranteed but may be possible subject to pod availability.

If you wish to extend your hire, please contact us as early as possible to check availability and rates.

6. Call-Outs, Misuse & Downtime Refunds

If a fault occurs through no fault of the customer and the pod becomes unusable, The Kitchen Rescue will:

• Aim to resolve the issue promptly (normally within 24 hours), and
• Refund for any full days the unit could not be used.

If a call-out is required due to customer misuse or failure to follow instructions, a £168 per hour fee (plus materials if required) will apply.

7. Damage, Cleaning, and Deposit Refund

If the hire goes ahead, the £250 deposit is retained as a security deposit for the duration of the hire. The deposit is refundable after collection and inspection of the unit, subject to deductions for:

• damage beyond fair wear and tear
• missing items
• excessive cleaning
• misuse of the equipment

Any deductions will be itemised on request.

Refunds of any remaining balance will be processed within 5 working days of inspection.

8. Force Majeure

Neither party shall be liable for any failure or delay in performance caused by events beyond reasonable control, including fire, flood, extreme weather, war, strikes, or similar unforeseen circumstances.

9. Insurance

The Kitchen Rescue maintains public liability insurance.

Customers remain responsible for any damage to the hired equipment and are encouraged to arrange their own insurance for the hire period.

10. Dispute Resolution

If you have any concerns or disputes regarding charges, damage, or refunds, please contact us immediately.

We aim to resolve all matters fairly and promptly.

11. Changes to This Policy

We may update this Refund, Cancellation & Hire Terms Policy from time to time.

Any updates will be posted on this page with a new revision date.

Existing bookings remain covered by the version in effect at the time of booking.

12. Contact Information

Email: hello@thekitchenrescue.co.uk
Phone: +44 7342 606655
Registered office: Based in Hertfordshire, United Kingdom

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