Refund and Cancellation Policy

1. No money moves before the work

HEART AND DAGGER SOUTHERN LTD does not take payment at the time of booking and does not ask for card details on this website. The first amount you are asked to pay is for work that has already been carried out, at the price shown on the scope you approved. The only exception is a part payment agreed in advance for a larger piece of work, which is recorded on the written scope and is explained on your invoice. This is deliberate, and it is why our service carries a written workmanship commitment rather than a money-back guarantee on jobs we have not started.

2. Cancelling before the visit

• More than 24 hours before the appointment: no charge of any kind. The visit is simply released and you may rebook whenever you like.
• Less than 24 hours before the appointment: a call-out fee of $45 is charged. This covers the reserved crew, the vehicle and the route. The balance of the quoted price is not charged. Emergency callouts are the one exception and are handled under section 6 below.
• Where HEART AND DAGGER SOUTHERN LTD cannot attend because of circumstances outside our control, no fee is charged and the visit is rescheduled at no cost.

These are the same figures that appear in our Terms of Service and in our published price list. If you are ever told a different number by a member of the crew, the number in this policy is the one that applies, and you should raise it with the dispatch desk.

3. Cancelling a recurring arrangement

Scheduled and standing arrangements can be paused or ended at any time by calling the dispatch desk. The same rules apply as above: nothing is charged if you give more than 24 hours’ notice, and a $45 call-out fee applies inside that window for the next reserved visit. There is no notice period, no end-of-term fee and no charge for the balance of the arrangement.

4. If the work is not right

If part of a completed job does not meet the written scope, tell us. HEART AND DAGGER SOUTHERN LTD acknowledges complaints within two business days, returns to the property to investigate, and where the complaint is upheld we carry out the remedial work at no additional charge. This sits alongside the two-year written workmanship commitment described in our Terms of Service.

Where the remedy requires a further visit to complete the original work, that visit is free of charge. Where work has to be redone because of how it was carried out, there is no charge for the labour and no charge for the materials we supplied.

5. If we have to re-do a finish

For wood refinishing, paint touch-ups and similar cosmetic work, the finish we apply may not match a previously unknown underlying colour exactly. HEART AND DAGGER SOUTHERN LTD samples and tests the colour before starting and explains the limits in the scope. If the result is materially different from what was described in the scope, we correct it at no charge. If it falls within the range that was explained and accepted, and you would prefer a different approach, we will quote for the alternative work before carrying it out.

6. Emergency callouts

• The emergency call-out rate is $179, charged at any hour and on any day, including weekends and public holidays.
• Labour beyond the first hour is charged at $110 per hour.
• Materials are quoted on site before they are fitted.
• Where a permanent repair needs a second visit, that visit is charged at $129 and is scheduled within two business days.
• If the emergency is cancelled before the technician sets off, the call-out is not charged. If it is cancelled after the technician is on the road, the call-out is charged because the crew and the route have already been committed. The 24-hour cancellation rule and its $45 fee do not apply to emergency callouts.

7. If you are not satisfied and want your money back

We would rather fix a problem than hand back a payment. Where a complaint has been investigated, upheld and remedied, and you still wish to have the item credited, HEART AND DAGGER SOUTHERN LTD will issue a credit for the value of the work that was found to be unsatisfactory, up to the total amount paid for that scope.

Work already carried out correctly and accepted by you is not refundable on request, because the labour has been performed and the materials have been used. Where a job is abandoned by HEART AND DAGGER SOUTHERN LTD before completion, you are invoiced only for the work actually completed, and you are not charged the call-out fee.

8. Payment and billing questions

Billing queries are handled by the dispatch desk. If a figure on an invoice does not match the approved scope, tell us and we will review the job record, including the photographs and notes taken at the time, and correct the invoice where it is wrong.

9. Jurisdiction

This policy is governed by the laws of the State of California, and the state and federal courts located in the State of California have jurisdiction over any dispute arising from it. Residents of other states retain any mandatory consumer protections their own state provides, and disputes may be brought before the appropriate court in the state where the service was performed. HEART AND DAGGER SOUTHERN LTD is based at 23a London Road WATERLOOVILLE PO7 7DT United Kingdom.

10. Contact

Call +1 (310) 488-7925 or write to idozulecux01@gmail.com with the property address and the date of the visit. Dispatch office: 23a London Road WATERLOOVILLE PO7 7DT United Kingdom.

Related documents: Terms of Service, Privacy Policy and Cookie Policy. Last revised: January 2025.