LIBERTY ENERGY SERVICES LTD is committed to providing professional energy efficiency consultancy and engineering-related technical advisory services for commercial buildings. This Refund Policy explains when refunds may be available, how to request a refund, and the applicable processing timeframes.
1. One-Time Service Purchase
All consultancy services purchased through our website are one-time purchases.
Our services do not involve automatic renewal, recurring subscriptions, or recurring charges. Each payment relates to the specific consultancy service, quotation, or service scope agreed with the client.
2. Cancellation Before Service Commencement
If you wish to cancel a consultancy service before we have commenced substantive work, please contact us as soon as possible.
Where the service has not yet commenced and no substantial work has been undertaken, you may be eligible for a refund of the amount paid, subject to applicable law and any specific terms agreed at the time of purchase.
Approved refunds will normally be processed within 3 business days after the refund request has been reviewed and approved.
3. Cancellation After Service Commencement
Once we have begun substantive consultancy work, including reviewing property information, analysing supplied energy data, preparing technical assessments, or developing recommendations, a refund may be limited or unavailable to the extent permitted by applicable law.
Where appropriate, we may consider the amount of work already completed and the circumstances of the cancellation when determining whether a partial refund is appropriate.
Any approved refund will normally be processed within 3 business days after the refund decision has been confirmed.
4. Services Not Delivered
If LIBERTY ENERGY SERVICES LTD is unable to provide the agreed consultancy service after payment has been received, and an alternative arrangement cannot reasonably be agreed, the client may be entitled to a refund of the applicable amount paid.
Where a refund is approved, it will normally be processed within 3 business days after confirmation of the refund.
5. Delayed Service Delivery
We aim to deliver consultancy services within the timeframe communicated in the applicable quotation or service confirmation.
If an unexpected delay occurs, we will make reasonable efforts to notify the client and provide an updated estimated delivery timeframe.
A delay does not automatically result in a refund where the service can still be reasonably completed. However, where a significant delay materially affects the agreed service and applicable law provides a cancellation or refund right, we will handle the request in accordance with those rights.
6. Service Quality or Material Issues
If you believe that the consultancy service does not materially correspond with the agreed service description or that there is a significant issue with the delivered service, please contact us promptly.
We may review the information provided, the agreed scope, and the work completed.
Depending on the circumstances, we may offer an appropriate remedy, which may include clarification, correction of an identifiable issue, completion of outstanding agreed work, or a refund where appropriate.
Where a refund is approved, it will normally be processed within 3 business days.
7. Client-Provided Information
Our consultancy recommendations are based on information supplied by the client.
If inaccurate, incomplete, outdated, or misleading information materially affects the assessment or recommendations, we may not be able to provide a refund for resulting differences in the outcome where the agreed service itself has been properly performed.
Clients are responsible for ensuring that information submitted for assessment is reasonably accurate and complete.
8. Changes to the Service Scope
If you request additional work or changes outside the original agreed consultancy scope, the additional work may require a separate quotation and payment.
If additional work has already been completed at your request, fees relating to that completed work may not be refundable, subject to applicable law.
9. How to Request a Refund
To request a cancellation or refund, please contact us using the details below.
Please include:
- Your name or business name.
- The email address used for the purchase or enquiry.
- Details of the consultancy service purchased.
- The date of purchase.
- The reason for your refund request.
- Any relevant information or supporting details.
We aim to acknowledge refund enquiries within 1 business day.
We will normally review the request and provide a response within 3 business days, although more complex cases may require additional time.
10. Refund Processing
Once a refund has been approved, we will initiate the refund within 3 business days.
Refunds will generally be made using the original payment method used for the transaction, where technically and reasonably possible.
The time required for the refunded funds to appear in your account may depend on your bank, card issuer, or payment service provider and may be outside our control.
11. Non-Refundable Circumstances
To the extent permitted by applicable law, a refund may not be available where:
- The agreed consultancy service has been fully completed.
- The client has received the agreed deliverables and there is no material service issue.
- The request relates solely to a change of preference after the agreed service has been provided.
- The service outcome is affected by inaccurate or incomplete information supplied by the client.
- Additional work has been completed outside the original scope at the client’s request.
Nothing in this section is intended to exclude or restrict any statutory rights that cannot legally be excluded or restricted.
12. Statutory Rights
This Refund Policy does not affect any rights or remedies that you may have under applicable UK law.
Where applicable law provides cancellation, refund, repair, replacement, price reduction, or other statutory rights, those rights will continue to apply.
Where the law gives you a right that conflicts with a provision of this policy, the applicable legal right will take precedence.