Legal
Last updated: January 2026
This Refund Policy describes how AlderStone Projects, an independent sole trader business operated by Saugat Thapa, approaches refunds, cancellations, rescheduling, and partial completion for the residential property improvement projects offered on this website. It forms part of the Terms and Conditions and should be read alongside them.
AlderStone Projects is committed to dealing with customers fairly. Every project is treated as a discrete piece of work with a written scope, a clear price, and an agreed timeline, and refund decisions are made within that framework.
This policy applies to all services purchased via this website or otherwise engaged from AlderStone Projects, including Property Review & Planning, Interior Refresh Project, Room Enhancement Package, Multi-Area Home Upgrade, and the Bespoke Renovation Project. Because each engagement is delivered as a one-time project, there are no subscriptions, memberships, or recurring charges that need to be cancelled.
This policy does not affect your statutory rights as a consumer under UK law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Where a statutory right offers stronger protection than this policy, the statutory right applies.
Where you purchase a service from AlderStone Projects at a distance (for example online) or away from the studio's business premises, you may have a statutory right to cancel within 14 days of entering into the contract without giving a reason. To exercise this right, please email hello@alderstoneprojects.co.uk before the 14-day period ends. If you expressly request that work begin within the 14-day period and the project is then completed during it, you may lose the right to cancel for that completed work, and any cancellation may take account of the work already performed.
Beyond the statutory cooling-off period, customers may request to cancel a project at any time before it begins. The studio will assess any such request fairly. Where no work has been carried out and no significant scheduled time or third-party costs have been incurred, a full refund will typically be issued. Where preparation, planning, or scheduling time has already been committed, a fair deduction reflecting that work may be retained.
Customers may request to reschedule a project. Reasonable rescheduling requests made with adequate notice will normally be accommodated at no additional cost. Late rescheduling — for example with very short notice that causes the studio to lose otherwise committed working time — may incur a reasonable rescheduling fee, which will always be explained in advance.
In rare circumstances, the studio may need to cancel a project — for example due to illness, a serious change in property conditions, or events outside its reasonable control. Where this happens, the studio will inform the customer as soon as possible, offer to reschedule, and where rescheduling is not acceptable, refund all sums paid in respect of work not yet delivered.
Where a project is partially completed and the customer wishes to terminate the engagement, the studio will fairly assess the proportion of the scope that has been delivered and the proportion of fees that have been earned. A refund, if any, will reflect that assessment. The studio will document the position in writing so both parties have a clear record.
If, after a project has been completed, the customer believes that the agreed scope has not been delivered to a reasonable standard, the customer should raise the issue with the studio in writing within a reasonable period. The studio will assess the issue and, where it falls within the agreed scope and is reasonably attributable to the studio, arrange remedial work at no additional cost. Refunds in such circumstances will only be considered where remedial work is not feasible or has not resolved the issue.
Refunds are not normally given where:
Refunds will normally be considered where work has not been delivered as agreed, where the studio has cancelled and rescheduling is not acceptable, or where partial completion makes a full charge unfair.
Where a refund is agreed, it will be issued via the original payment method, typically through Stripe, within a reasonable period — usually within 14 days of the refund being agreed. The time it takes for the refund to appear in the customer's account depends on the customer's bank or card provider.
To make refund and cancellation decisions fairly and quickly, customers are asked to:
If the studio and the customer cannot agree on a refund, the matter should first be addressed through the Complaints Procedure. The studio is committed to resolving disputes constructively and proportionately.
This policy may be updated from time to time. The version that applies to your project is the version published on this website at the time you engaged the studio for that project.
Refund and cancellation requests should be addressed to Saugat Thapa, AlderStone Projects, 45 Tinsley Road, London, E1 3DA, United Kingdom — hello@alderstoneprojects.co.uk — +44 7345 133580.