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Refund Policy

Refund & Cancellation Policy

A Home Painting & Plastering
42 Saint Leonards Road, Kelston, Auckland 0602
support@ahomepainting.co.nz | 021 027 45806
Last Updated: January 2026

1. Introduction

This Refund & Cancellation Policy outlines the procedures, guidelines, and conditions under which refunds, cancellations, changes, or rescheduling may occur when engaging A Home Painting & Plastering (“we”, “our”, “us”). Because our services involve labour, materials, scheduling commitments, and project preparation, this document ensures clarity and fairness for both parties. By requesting a quote, booking a project, approving a service, or interacting with our website or team, you acknowledge and agree to the terms detailed in this policy.

2. General Policy Overview

Our goal is to provide a smooth, professional experience from quote to completion. However, to maintain efficient scheduling, resource allocation, and material management, we have established structured policies regarding cancellations, refunds, and changes. These policies comply with New Zealand Consumer Law, including the Consumer Guarantees Act (CGA) and the Fair Trading Act (FTA).

Please note: Refunds are provided only in accordance with the conditions outlined in this policy and New Zealand law.

3. Deposits and Booking Confirmations

In some cases, a deposit may be required to secure a booking, purchase materials, or lock in job dates. When a deposit is taken, it is considered a confirmation of the project and acceptance of the quote.

Deposit Conditions:

  • Deposits are generally non‑refundable, except in cases where A Home Painting & Plastering cancels the project and cannot provide an alternative date.
  • Deposits help cover costs such as:
    • Allocation of a project slot
    • Initial admin and preparation work
    • Ordering or reserving materials
    • Labour scheduling

If the client decides to cancel the project after the deposit is paid, a partial refund may be considered depending on how close to the start date the cancellation occurs and whether any materials have already been purchased.

4. Client‑Initiated Cancellations

We understand that circumstances may change. If you need to cancel your booking, the following conditions apply:

Cancellation More Than 7 Days Before Start Date

  • No cancellation fee applies.
  • Deposits may be partially refunded at our discretion if no materials have been purchased.
  • Any material or supplier costs already incurred will be deducted.

Cancellation Within 7 Days of Start Date

  • A cancellation fee of up to 20% of the total project cost may apply due to loss of scheduled labour and reserved dates.
  • Deposits will not be refunded if materials have been purchased or preparation work has begun.

Cancellation on the Start Date or After Work Has Begun

  • No refund is available.
  • The client must cover costs for labour performed, materials purchased, and any additional expenses incurred.

5. A Home Painting & Plastering‑Initiated Cancellations

In rare circumstances, we may need to cancel or reschedule a project due to illness, severe weather, material shortages, or unforeseen factors beyond our control.

In such cases:

  • We will notify you promptly.
  • You will be offered the next available project date.
  • If no suitable date can be agreed upon, any deposit paid will be refunded in full.
  • We are not liable for consequential losses such as delays in other trades or project timelines.

6. Changes to Project Scope

If the client requests changes to the original scope—such as additional rooms, repairs, colour changes, or added services—the following applies:

  • A revised quote or variation order will be provided.
  • Additional charges must be approved before work continues.
  • Changes requested after materials have been ordered may incur restocking or wastage costs.

If the client reduces the scope of the project after acceptance of the quote:

  • Reductions may not result in a full price change if labour or materials have already been allocated.
  • Refunds are not applicable for scope reductions once work has begun.

7. Rescheduling Policy

We aim to be flexible with scheduling whenever possible. Clients may request to reschedule without penalty under the following conditions:

Rescheduling More Than 72 Hours in Advance

  • No rescheduling fee.
  • Deposits remain valid and applied to the new date.

Rescheduling Within 72 Hours of the Start Date

  • A rescheduling fee of $100–$250 may apply depending on project size and scheduling disruption.

Emergency Circumstances

We consider genuine emergencies (e.g., health, property damage, unexpected access issues) on a case‑by‑case basis.

8. Refunds for Completed Work

Refunds for completed painting or plastering work are generally not available, as labour, materials, and time cannot be recovered. However, under the Consumer Guarantees Act (CGA), you are entitled to:

  • Work performed with reasonable care and skill
  • Work completed within a reasonable timeframe
  • Results that are fit for purpose

If an issue arises relating to workmanship, we will:

  1. Inspect the affected areas
  2. Determine the cause (workmanship vs. environmental or structural issues)
  3. Provide repairs or touch‑ups at no additional cost, if the issue is due to our workmanship
  4. Offer solutions if the issue is due to external factors outside our control

Refunds or partial refunds are provided only where required by New Zealand consumer law and only if repair is not an appropriate solution.

9. Non‑Refundable Charges

Certain types of charges are considered non‑refundable:

  • Deposits (unless we are the party cancelling)
  • Purchased materials such as paint, primer, plaster compounds, or tools
  • Labour already completed
  • Custom colour mixing charges
  • Restocking fees from suppliers
  • Travel or equipment hire fees already incurred

These costs cannot be refunded because they represent irreversible business expenses.

10. No‑Show or Inaccessible Property Policy

If our team arrives at the agreed time but cannot access the property, the following applies:

  • A call‑out fee may be charged
  • The project may be rescheduled based on availability
  • If delays extend more than 45 minutes, labour charges may apply

This includes situations where keys are unavailable, entry instructions were not followed, or the site is unsafe.

11. Weather‑Dependent Work

Exterior painting and some plastering tasks depend heavily on weather conditions. If weather prevents safe or quality work:

  • We may reschedule without penalty
  • Refunds do not apply due to weather disruptions
  • Deposits are carried forward to the next available date

Quality and safety take priority over project timelines.

12. Chargebacks and Disputes

We encourage clients to contact us directly to resolve any issues before initiating a bank dispute or chargeback. Most concerns can be addressed quickly through communication, inspection, or touch‑up work.

If a chargeback is initiated without prior discussion:

  • All related bank fees and administrative costs become the responsibility of the client
  • Legal steps may be taken if necessary

We commit to fair and professional resolution practices at all times.

13. Consumer Rights

Nothing in this Refund & Cancellation Policy overrides your rights under:

  • The Consumer Guarantees Act 2020 (CGA)
  • The Fair Trading Act 1986 (FTA)

You are entitled to services that are:

  • Delivered with reasonable care and skill
  • Fit for purpose
  • Completed within a reasonable time

If you believe that your legal rights have not been met, we will work with you to address the matter promptly.

14. Contact Us

For all refund, cancellation, or change‑related enquiries, contact us at:

A Home Painting & Plastering
📍 42 Saint Leonards Road, Kelston, Auckland 0602
📧 support@ahomepainting.co.nz
📞 021 027 45806
🌐 https://ahomepainting.co.nz/

We aim to respond to all refund or cancellation enquiries within a reasonable timeframe and ensure a fair outcome for all clients.