At Eastern Business Systems LTD, we strive to provide a reliable and professional service. This Refund & Cancellation Policy explains our approach to appointment cancellations, no-shows, service refunds, product returns, managed print contracts and refund requests. This policy should be read alongside our Terms & Conditions and Privacy Policy.
Appointment Cancellations
If you need to cancel or rearrange an appointment, please contact us as soon as reasonably possible. Early notice helps us release the technician's appointment and offer the time to another customer.
More than 24 hours' notice
Cancellations made more than 24 hours before the scheduled appointment time will normally be accepted without a cancellation charge.
Within 24 hours
Cancellations made within 24 hours may result in a reasonable charge where we have suffered direct costs or losses that cannot reasonably be avoided or recovered.
Any cancellation charge will be considered in light of the circumstances and will not be used to unfairly penalise a consumer. Where a charge is applicable, we will explain the basis of the charge.
Where a statutory cancellation right applies to your contract, that right will take precedence over any discretionary cancellation arrangements described in this section.
No-Show Policy
If a customer is not available at the agreed appointment time and has not contacted us in advance, we may treat the appointment as a no-show.
We will normally make reasonable attempts to contact you before applying any charge.
Where a no-show causes us to incur direct, unavoidable costs or a significant loss of reserved technician time, a reasonable charge may apply.
Any applicable no-show charge will be considered according to the actual circumstances and will not override statutory consumer cancellation or refund rights.
Service Refunds
If you are unhappy with a service we have provided, please contact us as soon as possible and ideally within 7 days of the service date so that we can investigate the issue promptly.
We will review the circumstances, the service provided, the agreed scope of work and any applicable warranty or statutory rights.
Depending on the circumstances, we may offer:
Where the Consumer Rights Act 2015 applies, services must generally be performed with reasonable care and skill and in accordance with applicable contractual requirements. Depending on the circumstances, statutory remedies may include repeat performance or an appropriate price reduction.
Our 90-day workmanship warranty, where offered, operates alongside and does not replace or restrict any statutory rights that apply to you.
Product Returns
Products purchased from Eastern Business Systems LTD may be eligible for return or refund depending on the circumstances of the purchase, the condition of the product and the terms that apply to the transaction.
Where we offer a voluntary 30-day return period for eligible products, products should normally be returned within 30 days of purchase and, unless otherwise agreed, in their original and resalable condition.
Opened products may be considered on a case-by-case basis, depending on the product, its condition and applicable contractual terms.
Our voluntary return policy does not affect your statutory rights in relation to faulty, misdescribed or otherwise non-conforming goods. Where applicable, those rights remain available regardless of whether a product is within a voluntary returns period.
For qualifying distance contracts, consumers may also have a statutory 14-day cancellation period, subject to applicable exceptions and conditions.
Any restocking or handling charge will only be applied where legally permitted, clearly communicated in advance, and fair in the circumstances.
Managed Print Service Contracts
Managed Print Service contracts may be cancelled in accordance with the notice and termination provisions contained in the applicable contract.
Unless the individual contract states otherwise, customers may request cancellation with 30 days' written notice.
Early termination of a fixed-term or annual contract may result in charges where those charges have been clearly agreed and are legally enforceable.
Any early termination fee will depend on the specific agreement and circumstances. We will not seek to rely on a term that unfairly penalises a consumer or unlawfully restricts a statutory cancellation or termination right.
Where a statutory cooling-off or cancellation right applies, it will take precedence over conflicting contractual provisions.
How to Request a Refund
To request a cancellation, return, refund or service review, please contact us using the details below.
Contact Us
Tell us whether you are requesting a cancellation, refund, return or service review.
Provide Details
Include your service ticket, order number, appointment details or other relevant information.
We Review
We will review your request and explain the applicable outcome or next steps.
Please include your service ticket number or order details when contacting us, where available.
Processing Time
Approved refunds will be processed without undue delay and, where a statutory refund period applies, within the applicable legal timeframe.
For qualifying statutory cancellations, applicable UK consumer regulations may require refunds to be made within 14 days of the relevant cancellation or, for returned goods, within the applicable period following receipt of the goods or satisfactory evidence of their return.
Unless otherwise agreed or required by law, refunds will normally be made using the same payment method used for the original transaction.
Once a refund has been issued, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.
Where a statutory refund deadline provides a shorter or different timeframe than our normal processing practice, the statutory timeframe will apply.
Contact Us
If you have questions about this Refund & Cancellation Policy, need to cancel an appointment, or wish to request a refund or service review, please contact us.
Refund & Cancellation Enquiries
Royal Oak House 12 Norwich
NR6 7QQ
Phone: +44-896-874-9079