Legal
Effective date: 1 October 2026 · Last updated: 1 October 2026
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You can reschedule or cancel a booking free of charge with reasonable notice. If our work is not right, we come back and fix it. Refunds are considered fairly where a service was not delivered as agreed.
This policy applies to bookings, quotes and services provided by Frost Genius, including repairs, installations, relocations, servicing and maintenance contracts.
You may reschedule a booking at no charge by contacting us by phone or email as early as possible, and in any case at least 12 hours before the booked time window. We will offer the next suitable slot.
Bookings cancelled at least 12 hours before the time window are free of charge. Late cancellations, or visits where the technician cannot gain access to the property or the equipment, may incur a call-out fee to cover travel and time. We will always tell you the amount before charging it.
If we need to cancel or delay a visit — for example because of illness, unsafe weather for outdoor work or parts delays — we will contact you promptly and offer a new time. Any deposit paid for that visit can be refunded in full if the new time does not suit you.
For installations or repairs that require parts to be specially ordered, we may ask for a deposit. If you cancel before the parts are ordered, the deposit is refunded in full. Once parts have been ordered, the refund will be reduced by any non-refundable supplier charges, which we will explain to you.
If a fault we repaired returns within the guarantee period stated on your invoice, or if our workmanship falls short, please contact us. We will inspect the work and put it right at no further charge where the issue is covered by our guarantee.
Where a service was not delivered as agreed and cannot reasonably be corrected, we will offer a full or partial refund depending on the work completed. Inspection and diagnosis fees are non-refundable once the inspection has been carried out, as the time and expertise have been provided.
Approved refunds are paid using the original payment method where possible, within 7 to 14 working days of approval. We will confirm the amount and method in writing.
Cancellation terms for maintenance contracts, including notice periods and treatment of prepaid visits, are set out in the individual contract agreement.
Questions about this policy can be sent to service@frostgenius.com or raised by phone on 01827-788788. Our postal address is listed on our Contact page.
