Matthews Aquatic Paradise Ltd – Aquatic Services, Installation & Maintenance
Effective Date: 08/04/2026
At Matthews Aquatic Paradise Ltd, we aim to provide high-quality aquatic services, including aquarium installation, maintenance, and other specialized aquatic care. To ensure transparency and clarity, please review our refund and cancellation policy for services provided.
1. General Refund Policy
- Our services are tailored to each client’s needs, and all bookings are subject to the following terms. In general, payments are non-refundable once services have been completed or materials have been ordered specifically for your project. However, we understand that plans can change, and we want to provide you with fair options in case you need to modify your booking or request a refund under certain circumstances.
2. Aquarium Installation and Service Cancellations
- Cancellations before work begins: If you need to cancel or reschedule an installation or maintenance appointment at least 48 hours before the scheduled date, you will receive a full refund minus any non-refundable deposits or materials purchased.
- Cancellations within 48 hours of the scheduled appointment: If you cancel or reschedule within 48 hours of your scheduled appointment, a 50% cancellation fee will apply. This is to cover the costs of labor, transportation, and scheduling.
- Cancellations on the day of service: If you cancel on the day of service, or if our team arrives at your premises and you refuse or delay the work, no refund will be issued. In this case, you may be charged for the full amount of the scheduled service.
3. Aquarium Maintenance Services
- Routine Maintenance (e.g., weekly/monthly cleanings): For routine scheduled maintenance services, if you need to cancel or reschedule, please provide at least 48 hours’ notice. Failure to do so will result in a 50% charge for the missed service.
- Maintenance Service with Customized Parts or Materials: If your scheduled maintenance involves special parts or materials (e.g., equipment replacements or custom treatments), these costs may not be refundable if the service is canceled once the parts have been ordered or the work has begun.
4. Refunds for Services Already Provided
- No Refund for Completed Services: Once an installation or maintenance service is completed, it is considered final, and no refunds will be issued unless there is a defect in the service or a breach of contract. We are committed to your satisfaction and will work with you to resolve any issues promptly.
- Service Issues or Faulty Installations: If there are issues with the quality of the installation or maintenance services provided (e.g., faulty equipment installation, improper maintenance), we will review the case and offer a solution, which may include a repair, replacement, or an alternative service. If the issue cannot be resolved to your satisfaction, we will consider a partial or full refund on a case-by-case basis.
5. Non-Refundable Deposits
- Deposit Requirements: For large installations or custom aquarium setups, we may require a deposit of 25–50% of the total project cost at the time of booking. This deposit is non-refundable and will cover the cost of planning, labor, and any custom materials ordered for the project.
- Refund of Deposit: If the client cancels the project before work has started, the deposit may be refunded, minus any costs incurred for custom materials or preparation work already undertaken.
6. Changes to the Service After Booking
- Service Modifications: If you wish to modify the scope of services after booking (e.g., upgrading equipment, changing installation location), please notify us at least 48 hours before the scheduled service. We will do our best to accommodate these changes, but additional charges may apply depending on the nature of the change and the stage of preparation.
- Additional Costs: Any additional costs arising from changes to the service will be communicated clearly before proceeding, and these will be charged to you accordingly.
7. Weather-Related Cancellations
- Unforeseen Circumstances: If a service is scheduled and weather or unforeseen circumstances (such as emergencies, transportation delays, etc.) prevent us from delivering the service, we will reschedule the service at the earliest available time or offer a full refund.
- Outdoor Installations: For services that require outdoor work (e.g., pond installations), we reserve the right to delay or cancel if weather conditions are deemed unsafe.
8. Refund Process
- How to Request a Refund: To request a refund, you must submit a written request via email to [Insert Contact Email] or call 0333 335 6959. Please include your booking reference, name, and details of the request or issue.
- Processing Time: Refund requests will be processed within 7–10 business days after the approval of the request. Refunds will be issued to the original payment method used at the time of booking.
- Partial Refunds: In certain situations where a partial refund is applicable (such as for materials ordered), the amount refunded will be proportionate to the unused service or materials.
9. Changes to This Policy
- Matthews Aquatic Paradise Ltd reserves the right to amend this Refund and Cancellation Policy at any time. Any changes will be posted on this page with an updated effective date, and we encourage you to review this policy periodically.
Contact Us
If you have any questions or concerns about this policy or need assistance with your aquatic service booking, please contact us:
- Email: info@matthewsaquaticparadise.co.uk
- Phone: 0333 335 6959
We value your business and are committed to providing you with the best aquatic services. Thank you for choosing Matthews Aquatic Paradise Ltd!