Refund & Cancellation Policy

This Refund and Cancellation Policy sets out the circumstances under which Ost Repair Tool Box will offer refunds or accept cancellations for home repair and renovation services. It is intended to be fair and transparent, and is written in compliance with Spanish consumer law (Real Decreto Legislativo 1/2007) and EU Directive 2011/83/EU on consumer rights.

We strongly encourage you to read our Terms and Conditions alongside this policy, as they form part of the same contractual relationship.

1. Our General Approach

We want every client to be satisfied with the work we carry out. If something is not right, our first priority is always to return to the property and correct the issue at no additional charge. A refund is generally a last resort — offered only where we are unable to resolve the concern or where the nature of the complaint makes remedial work impractical.

If you have a concern about work we have carried out, please contact us as soon as possible at [email protected] or call +34 631 828 542. We will respond within 2 business days and arrange a site visit if required.

2. Cancellation Before Work Begins

You may cancel a confirmed instruction before any work has started at any time. The following conditions apply:

• More than 5 business days before the scheduled start date: Full refund of any deposit paid, minus the cost of any materials already purchased specifically for your project that cannot be returned or used elsewhere. We will provide receipts for any such deductions.
• 2 to 5 business days before the scheduled start date: Refund of any deposit paid, minus a reasonable administration fee (not exceeding €75) and the cost of any non-returnable materials ordered. We will document all deductions.
• Fewer than 2 business days before the scheduled start date: The deposit may be retained to cover labour preparation costs and committed material purchases. We will provide a full itemised breakdown of how the deposit has been applied.

Cancellations must be made in writing by email to [email protected]. The date and time of your email will be used to determine the notice period.

3. Cancellation After Work Has Started

If you choose to cancel a project after work has begun, you are liable for:

• The full cost of all work completed to date, calculated at the agreed rate.
• The full cost of materials purchased for your project that cannot be returned, resold, or used on another job.
• A reasonable proportion of any project management or coordination costs incurred to that point.

We will provide you with a written statement of all costs incurred. Any deposit already paid will be set against this amount. If the costs incurred are less than the deposit paid, we will refund the difference within 14 days.

4. Refunds for Defective Work

All our work is covered by a minimum 12-month workmanship guarantee. If you believe work carried out by our team is defective:

• Contact us in writing, describing the defect clearly and providing photographs where possible.
• We will arrange a site visit within 5 business days to assess the issue.
• Where a genuine defect in workmanship is confirmed, we will return to remedy it at no charge, within an agreed timeframe.
• If we are unable to remedy the defect satisfactorily, we will offer a partial or full refund proportionate to the affected portion of the work.

The guarantee does not cover fair wear and tear, damage caused by the client or third parties, or issues resulting from conditions that were not disclosed to us at the time of the original work.

5. Refund Method and Timeline

Approved refunds will be processed using the same payment method used for the original payment (bank transfer, card, or cash as applicable). Refunds will be completed within 14 calendar days of the date on which the refund is agreed in writing.

6. Disputes

If you are unhappy with our response to a refund or cancellation request, you have the right to:

• Contact the Spanish consumer protection body, OMIC (Oficina Municipal de Información al Consumidor), in Santander.
• Lodge a complaint with the Agencia Española de Consumo, Seguridad Alimentaria y Nutrición (AECOSAN).
• Use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
• Pursue the matter through the Spanish civil courts.

7. Contact

To raise a refund or cancellation request, please contact us at:
Email: [email protected]
Tel: +34 631 828 542
Post: Bo. Bellavista, 45, 39012 Santander, Cantabria, Spain