Quality Tap Care

Booking Terms & Cancellation Policy

Please read these terms before making an online booking. They explain how your appointment, payment and cancellation rights work.

1. Who we are

Quality Tap Care is a trading name operated by Innovation Creation Ltd, company number 08891899, registered in England and Wales. Registered office: G02 Terriers House, Amersham Road, High Wycombe, Buckinghamshire, England, HP13 5AJ.

Email: bookings@qualitytapcare.com

Quality Tap Care is an independent specialist and is not affiliated with or endorsed by Quooker.

2. Your booking

Your booking is accepted when the £50 booking fee has been paid and we send your booking confirmation. The confirmation will show the service, appointment date and other booking details. Morning or afternoon selections are preferences only; the precise arrival time cannot be guaranteed because daily routes depend on location, existing bookings and travel conditions.

3. Prices and payment

The price displayed when you book is the price for the selected service, subject to any additional work or parts that you agree to. The £50 booking fee forms part of the total service price; it is not an extra charge. The remaining balance is due after the visit unless we agree otherwise.

If inspection shows that additional parts, work or manufacturer support may be needed, we will explain this before carrying out chargeable work beyond the booked service.

4. Your 14-day right to cancel

If you are a consumer booking online, you will normally have the legal right to cancel the service contract without giving a reason during the 14 days after the contract is made. The contract is made when we send your booking confirmation.

To cancel, email bookings@qualitytapcare.com or send another clear statement giving your name, address, booking date and appointment date. You may use the model cancellation wording in section 11, but you do not have to.

If no service has begun, payments covered by this cancellation right will be refunded within 14 days after you tell us that you are cancelling, using the original payment method unless agreed otherwise.

5. Appointments within the 14-day cancellation period

If you choose an appointment within 14 days of booking, you expressly request that we provide the service during the cancellation period. If you cancel after the service has started but before it is complete, you may have to pay a proportionate amount for the service supplied up to cancellation. If the requested service is fully performed during that period, your legal right to cancel that service ends once it has been fully performed.

The statutory cancellation right does not apply to work carried out during a visit that you specifically requested for urgent repairs or maintenance, to the extent of the urgent work requested. Other statutory rights remain unaffected.

6. Our normal 48-hour appointment policy

In addition to your statutory rights, our normal policy is to refund the £50 booking fee in full when you cancel or request a change at least 48 hours before the scheduled visit.

If you cancel within 48 hours and no statutory cancellation right applies, we may retain an amount from the booking fee only to cover our actual direct loss caused by the late cancellation, up to a maximum of £50. We will take reasonable steps to reduce that loss, including trying to refill the appointment where practical. If our actual direct loss is lower, the balance will be refunded.

We will consider exceptional circumstances fairly. Nothing in this policy limits your statutory consumer rights.

7. Changing an appointment

Please contact us as soon as possible if you need to change your appointment. A requested change is not confirmed until we agree a replacement date with you. Repeated or late changes may be treated as a cancellation under section 6 where they cause a direct loss.

8. Access and attendance

Please ensure that an adult can provide safe access to the property, system and relevant utilities during the appointment. If we cannot carry out the booked work because nobody is present, access is unsafe or essential information was materially incorrect, this may be treated as a late cancellation. Any amount retained will still be limited to our actual direct loss.

9. If we change or cancel

We may need to change an appointment because of illness, unsafe travel, vehicle failure or another circumstance outside our reasonable control. We will contact you as soon as reasonably possible and offer a new appointment. If we cancel and cannot provide an acceptable replacement, the booking fee will be refunded in full.

10. Service standards and liability

We will provide the service with reasonable care and skill. Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or your statutory rights under consumer law.

11. Model cancellation wording

12. Complaints and contact

If anything is not right, please email bookings@qualitytapcare.com so we can investigate and try to resolve it promptly.

Last updated: 2 August 2026.