Last updated: November 2025
This refund policy applies to all services provided by Lunqentro. We aim to deliver a high standard of work on every visit. Where you have concerns about the service received, we ask that you contact us promptly so we can address them fairly and efficiently.
If you are not satisfied with the repair or maintenance work carried out, please contact us within 14 days of the service visit and describe the concern. We will investigate and, where the issue is attributable to our workmanship or a part we supplied, we will return to address it at no additional cost to you.
We ask that concerns are raised directly with us in the first instance, as most issues can be resolved quickly through direct communication.
Call-out charges cover the engineer's time in attending the site and carrying out an initial assessment. These charges are due whether or not repair work subsequently proceeds, as the technician's time and travel have been committed. Call-out charges are non-refundable except in circumstances where the visit did not take place due to an error on our part.
Where parts are ordered and supplied specifically for your equipment at your request, these are non-refundable once ordered, as they are sourced specifically for your application. Where parts are supplied as part of a repair and the repair is found to be attributable to a fault on our part within 30 days, we will provide replacement parts at no charge.
For clients on a maintenance contract, specific cancellation and refund provisions will be set out in the maintenance agreement. Generally, services that have been delivered under a maintenance contract are non-refundable. Unused scheduled visits may be credited in certain circumstances — please refer to your individual agreement or contact us to discuss.
To raise a concern or request a refund, please contact us in writing at [email protected] or in writing to 7 Quarry Cottages, Sevenoaks TN13 2JB. Please include:
We will acknowledge your contact within 2 working days and aim to resolve all complaints within 10 working days.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation. Services must be carried out with reasonable care and skill. Where this standard is not met, you have rights to a remedy including repair, partial refund, or full refund in certain circumstances.
For any queries regarding payments or refunds, please contact us at [email protected] or +44 079 8971 5239.