Payment and Refund Policy

Last updated: 23 October 2026

This policy explains how orders for the services of xuplin are confirmed and paid for, and how cancellations and refunds are handled. The prices of our services are published on this website; nothing is bought or paid for on the site itself.

1. How prices and orders are agreed

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.

2. Cancelling or moving an appointment

You may cancel or reschedule a booked service up to two working days in advance at no cost, by telephone at 01823 442917 or by email at hello@xuplin.com. 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.

3. If we cannot keep an appointment

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.

4. Refunds and part-completed work

We return money through the method used for the original payment, normally within 14 days of agreeing the refund with you. If that method is no longer available, we ask for your bank details at hello@xuplin.com and transfer the amount free of charge. Services provided in full are not refunded; for partly finished work we charge the completed part and return the rest.

5. Paying invoices

Unless agreed otherwise, payment is due 14 days after we send the invoice by email, using one of the methods named on it. Advance payments or instalments, where agreed, are set out in the quotation with their amounts and dates. Open invoices are followed up with a written reminder, and interest may be charged where the law allows it.

6. Complaints about our work

If you are not satisfied with our work, please describe the problem in writing to hello@xuplin.com within 14 days of the service being provided, so that we can look into it while the circumstances are still clear. We examine the case and propose a correction, a repeat of the service, a partial refund or another remedy that fits the situation.

7. Right to cancel

Where the Consumer Contracts Regulations 2013 give you a right to cancel a contract agreed by telephone, by email or online, that right applies in addition to this policy. Written notice to hello@xuplin.com within the statutory period is enough, and any work you expressly asked us to begin before withdrawing is then settled separately.