Payment and Refund Policy
How prices, payments, cancellations and refunds are handled.
Ordering, payment, cancellations and refunds at normalvo follow the rules below, which form part of our terms. The prices shown on normalvo.com apply to every order; each order is confirmed in writing and paid by invoice, never on the website itself.
Quotations and confirmation of an order
The prices of our services are those published on this website on the day of your enquiry. To order, write to us at hello@normalvo.com or call 01392 410386; we reply with a written confirmation of the service, its price and the date. The order becomes binding once you accept that confirmation, and the invoice follows.
Paying invoices
Invoices are due within 14 days of their date unless another term has been agreed in writing; the accepted payment methods are listed on each invoice. For larger jobs, an advance payment or payment in instalments can be agreed in the quotation. If an invoice stays unpaid, we send a written reminder before taking further steps.
How a refund is made
A refund is issued using the payment method of the original transaction, normally within 14 days after we have agreed it with you. If that method is no longer available, we ask you for bank details at hello@normalvo.com and transfer the amount there, free of charge. Services already provided in full are not refundable; for partly completed work we settle the fee for the completed part and return the balance, allowing for material or third-party expenses agreed in advance.
Complaints about our work
If you are not satisfied with our work, please describe the problem in writing to hello@normalvo.com within 14 days of the service being provided, so that we can look into it while the circumstances are still clear. We examine the case and propose a correction, a repeat of the service, a partial refund or another remedy that fits the situation.
Right to cancel
Consumers who conclude a contract with us at a distance or away from our business premises have a right to cancel it within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. A clear statement sent to hello@normalvo.com before that period ends is enough, and work you had already asked us to begin is then settled separately.