CUSTOM PET ENCLOSURES LIMITED

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Refund and Cancellation Policy

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Last updated: 13 October 2026

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At Custom Pet Enclosures Limited, every catio is individually designed and built to suit our customers' homes and their cats.

We invest considerable time in consultations, technical drawings, planning and reserving installation dates. This policy explains what happens if a confirmed booking is cancelled.

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1. Deposits and Bookings

A 50% deposit is required to confirm your bespoke catio order and reserve your installation date.

Once a booking is confirmed, we allocate time in our installation diary and begin planning and preparing for your project.

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2. Complimentary Consultations and Quotations

Our initial consultations, site visits, technical drawings and quotations are provided free of charge.

These services represent a significant investment of our time, and customers are under no obligation to proceed with a quotation.

Once a quotation has been accepted and a deposit paid, our cancellation terms apply, subject to statutory rights.

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3. Cancellations

We understand that circumstances can change. However, cancelling a confirmed booking can result in financial losses, particularly where installation dates have been reserved and other work may have been declined.

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Should you cancel, reasonable deductions from your deposit may be made to cover:

• Bespoke preparation and work undertaken after booking.

• Materials purchased or prepared specifically for your catio.

• Financial losses arising from reserved installation dates that cannot reasonably be filled with alternative work, including recoverable lost profit.

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4. Cancellation Timetable

Notice before installation Refund arrangements;

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More than 6 months

Refund less reasonable cancellation losses

 

4–6 months

Refund less design-related preparation, material commitments and other recoverable losses

 

3–4 months

Increased deductions may apply where commitments and preparation have progressed

 

1–3 months

Significant deductions may apply where reserved installation time cannot reasonably be rebooked

 

Less than 1 month

Most or all of the deposit may be retained where justified by actual recoverable losses

 

Any cancellation charges will reflect the individual circumstances, work undertaken and financial loss incurred.

We will make reasonable efforts to minimise losses, including reusing materials and reallocating cancelled installation dates where practicable.

Any deposit balance exceeding the recoverable losses will be refunded.

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5. Your Statutory Rights

Under UK consumer law, certain goods manufactured to a customer's individual specifications may be exempt from the standard 14-day cancellation right.

However, cancellation rights can differ depending on the nature of the contract and the services being supplied.

Where statutory cancellation rights apply, they will take precedence over our cancellation arrangements.

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013.

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6. Faults or Installation Issues

We take great pride in the quality of our workmanship.

If you experience a problem with your catio, please contact us so that we can investigate and arrange an appropriate solution.

Where an issue is caused by faulty materials, defective workmanship or a failure to meet the agreed specification, we will provide the remedies required by consumer law.

This may include repair, replacement, a price reduction or refund, depending on the circumstances.

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7. Refund Payments

Where a refund is due, it will be returned to the original payment method wherever possible.

Refunds will be processed within applicable statutory time limits and otherwise without unreasonable delay.

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8. Requesting a Cancellation or Refund

All cancellation requests must be made in writing to:

Custom Pet Enclosures Limited

Email: dan@custompetenclosures.co.uk

Telephone: 07957 230257

Website: www.custompetenclosures.co.uk

Please include your name, invoice reference and details of your request.

We will review the circumstances and explain any applicable deductions.

 

This policy should be read alongside our Terms and Conditions.