Last updated: February 2026
This policy sets out the circumstances under which Qelivro will consider refund requests and how we handle disputes. Our aim is always to resolve any concerns fairly, promptly, and transparently. Your statutory rights under UK consumer protection law — including the Consumer Rights Act 2015 — are not affected by this policy.
All services are carried out by trained technicians using quality parts. Where a fault we have repaired recurs within 30 days of the completed work, we will return to assess and re-address it at no additional labour charge. This is our standard commitment to every customer.
The diagnostic visit fee is payable whether or not you proceed with a repair following assessment. This fee covers the time, travel, and expertise involved in accurately diagnosing the appliance fault. If you proceed with a repair, this fee is credited in full toward the total cost.
If the fault cannot be identified despite a thorough assessment, we will discuss this with you and not charge for time that could not reasonably result in a diagnosis.
A full refund of the labour charge (excluding parts) may be considered where a fault we repaired recurs in identical form within 30 days and our technician determines on re-inspection that the original repair was deficient. In this case, the correct response is first a return visit to complete the repair properly; a refund would be considered only if a satisfactory repair outcome cannot be achieved.
Refunds are not provided where the appliance has been subject to misuse, accidental damage, or interference by a third party after our repair; where the fault that has recurred is different from the original fault we addressed; or where the appliance is beyond economic repair and this was disclosed at the time of the original visit.
If you are dissatisfied with any aspect of our service, please contact us as soon as possible by email at [email protected] or by phone at +44 079 7133 8831. We aim to acknowledge all complaints within one business day and to resolve them within five business days.
If we are unable to resolve your complaint to your satisfaction, you may seek independent guidance from the Citizens Advice consumer helpline or escalate to relevant alternative dispute resolution (ADR) schemes. We will provide relevant information on request.
Replacement parts that have been fitted are generally not eligible for return, as fitting constitutes use. Where a part is confirmed to be faulty at the point of installation, we will replace it at no additional charge.
Nothing in this Refund Policy limits your rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation. If you believe your statutory rights have not been met, you are entitled to seek advice from the Citizens Advice Bureau or Trading Standards.
Refund enquiries and complaints: [email protected] | +44 079 7133 8831