Refund & cancellation policy

Last updated: 28 September 2026

This policy applies to work carried out by Clearmasters (Environmental) Ltd. It explains how to cancel or change a booking, what happens if something goes wrong, and how refunds work.

1. If you're not happy with our work

If something isn't right, please tell us as soon as possible, ideally within 7 days, while the details are fresh and before anyone else works on the system. The sooner we know, the easier it is to look into it and fix it.

Here's what happens next:

1. We'll look into it, which may mean visiting to inspect the work.
2. If the work wasn't carried out with reasonable care and skill, we'll come back and put it right at no extra cost, within a reasonable time.
3. If we can't put it right, or can't do so within a reasonable time or without significant inconvenience to you, we'll give you a price reduction. Depending on the circumstances, that can be a full refund.

We're not responsible for problems caused by things outside our control, such as a fault elsewhere in the system that wasn't part of the job, incorrect information we were given about the system, or damage caused after we left.

2. Cancelling or rearranging a booking

Your 14-day right to cancel

If you're a consumer and you booked with us by phone, online, by email, or away from our premises, you have a legal right to cancel within 14 days of booking, without giving a reason.

• If you ask us to start work within those 14 days and then cancel, you'll pay for the work we've already done, in proportion to the full job.
• If we've finished the work within the 14 days at your request, you can no longer cancel.
• The 14-day right doesn't apply where you've asked us to visit to carry out urgent repairs or maintenance, such as an emergency call-out to an overflowing tank.

To cancel, tell us clearly by phone, email or post (see section 4). You can use the form at the bottom of this page, but you don't have to.

Our cancellation policy

• More than 24 hours before your appointment: you can cancel or rearrange free of charge, and we'll refund anything you've paid in advance.
• Less than 24 hours before your appointment: we may charge a late cancellation fee of up to the cost of the tanker and crew we'd set aside, to cover the costs of the time we'd reserved for you. This doesn't apply if you're still within your 14-day right to cancel and we haven't started work.

If we can't carry out the work

When you book, we'll tell you what we need to get to your tank or system, such as clear vehicle access, unlocked gates and uncovered lids. If our crew arrives but can't do the job because of something within your control, for example blocked access, no one available to let us in, or the details we were given about the system being wrong, we may charge for the wasted visit at our standard call-out rate.

If we have to cancel or rearrange your appointment, we won't charge you anything, and we'll refund anything you've paid in advance if you don't want to rebook.

3. Charges we don't refund

Unless the problem was our fault, we don't refund:

• Call-out charges for visits that went ahead. Where a call-out charge applies, for example for an out-of-hours emergency visit, we'll tell you before we attend.
• Parts ordered specially for your job, or made to your specification, once they've been ordered. If a part turns out to be faulty, your normal legal rights apply.
• Costs paid to other people for your job that we can't recover, such as permit or third-party fees. We'll tell you about these before we go ahead.

If you cancel a job that's partly finished, we'll charge only for the work already done and the costs we can't recover, and refund the rest.

4. How to ask for a refund or cancel

Contact our accounts team:

• Email: accounts@clearmasters.co.uk
• Phone: 03333 233566 (option 3)
• Post: Clearmasters (Environmental) Ltd, Rough Beech Court, Dowlands Lane, Smallfield, Surrey RH6 9SD

It helps if you include your name and contact details, the job address, the date of the work and your invoice number, and what went wrong. Photos are useful if you have them.

5. How refunds are paid

• We'll confirm by email once we've approved a refund.
• We pay refunds to the original payment method, usually within 7–10 working days of approval, and always within 14 days where the law requires it (for example, when you cancel within your 14-day period).
• Card refunds can take a few extra days to show on your statement, depending on your bank.
• If you'd prefer, we can put the amount towards future work as a credit on your account instead, but only if you ask for that.

6. Business customers

If you're booking for a business, the terms in your quotation or account agreement apply, and the consumer rights described above (such as the 14-day cancellation right) don't. We'll still always try to resolve any problem fairly.

7. If we can't agree

We'll always try to sort things out with you directly. If you're still unhappy after speaking to us, you can get free, impartial advice from the Citizens Advice consumer service on 0808 223 1133.

Cancellation form

If you want to cancel within your 14-day period, you can copy this and send it to us by email or post. You don't have to use it, and any clear statement is fine.

We may update this policy from time to time. The version on this page when you book is the one that applies to your booking. See also our privacy policy.