Payment and Refund Policy

An order starts with your enquiry by telephone or email. We confirm the service and its price in writing on the basis of the prices published on this website, and the agreement takes effect when you accept that confirmation. If the scope changes while the work is running, any change in price is agreed with you first.

If we have to cancel or postpone an appointment, for example because of illness, a delay on an earlier job or circumstances outside our control, we tell you as soon as we can and offer a new date at the earliest opportunity. Where no alternative date suits you, any amount already paid for that service is refunded in full.

Refunds are paid to the original payment method within 14 days of the refund being agreed; where that method can no longer be used, we transfer the amount to a bank account you confirm to us in writing at hello@actiora.net. We deduct no processing fee. Where a service was carried out as agreed, its fee is not refunded, and for partly completed work we refund what was not provided, less any material or third-party costs agreed with you beforehand.

You may cancel or reschedule a booked service up to two working days in advance at no cost, by telephone at 0191 384 2750 or by email at hello@actiora.net. If you cancel later than that, or if we cannot reach you at the agreed time, we may charge for work already performed and for expenses that can no longer be recovered, though we would rather offer you another appointment.

Unless otherwise agreed, payment is due within 14 days after invoicing, and the accepted methods are listed on each invoice, which we send to you by email. Where an advance payment or payment by instalments has been agreed, the amounts and the dates are set out in the quotation. If an invoice remains open, we send a written reminder.

Complaints about the quality of a service should reach us at hello@actiora.net within 14 days of the work being completed, and can also be raised beforehand by telephone at 0191 384 2750. We respond within a few working days and agree with you how the matter is to be put right, by reworking the service or by refunding part of the fee.