Refund Policy

1. Scope of this policy

STZ ENTERPRISE LTD provides appointment-based home staging advice and interior styling consultations. Depending on the confirmed scope, this may include advice on furniture layout, colour coordination, decorative details, lighting and practical room presentation.

This policy applies to the consultation services and any written summaries, plans or checklists expressly included in the agreed service. It should be read alongside our Terms & Conditions, Cancellation Policy, Service Delivery Policy and Complaints Policy.

We do not sell furniture or provide renovation, installation, cleaning, property valuation or estate agency services as part of our standard consultation offering.

2. When a refund may apply

Each request is considered in light of the agreed service, the circumstances and applicable consumer law. A refund may be appropriate where, for example:

• A service that was agreed and paid for has not been provided and cannot reasonably be rescheduled.
• We cancel an appointment and cannot agree a suitable alternative with the customer.
• An agreed deliverable has not been supplied and the matter cannot reasonably be resolved by completing it.
• A statutory cancellation right applies and the customer exercises it in accordance with the relevant rules.
• A refund or other remedy is required under applicable law.

A concern about the quality or scope of a consultation will be reviewed against what was agreed and what was actually delivered. Where appropriate, we may first discuss clarification, correction of an agreed written document or another proportionate way to resolve the issue.

3. Partially completed services

If a consultation or related work has started but has not been completed, we will review the work carried out, the terms agreed and the reason the service stopped.

Where the law permits a proportionate amount to be retained for a service already performed, any calculation will reflect the applicable legal requirements and the circumstances of the contract. We will explain the basis of our decision.

We will not automatically treat an appointment booking, preparation activity or partial delivery as grounds to refuse every refund request. Any deduction must have an appropriate contractual and legal basis.

4. Statutory cancellation and consumer rights

Depending on how the service contract was made, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may give eligible consumers a 14-day cancellation period for a service contract. The applicable period generally begins when the contract is entered into.

Where a customer asks us to begin providing the service during an applicable cancellation period, we will obtain any required express request and provide the information required by law. If the customer then cancels, a proportionate charge for work already performed may be due only where the relevant legal conditions are satisfied.

Specific rules apply where a service has been fully performed during the cancellation period. We will not assume that a cancellation right has ended unless the applicable statutory conditions have been met.

Nothing in this policy excludes or limits rights or remedies that consumers have under applicable law, including rights relating to services not performed with reasonable care and skill.

5. How to request a refund

Please contact us by email with the details below so we can identify the service and review the request.

6. Review and processing times

We aim to acknowledge a refund request within 5 working days of receipt and communicate our decision within 10 working days where the available information allows us to do so.

If the request is complex or further information is needed, we will explain the reason for the delay and provide an updated expected response date.

Where a refund is due under a statutory right, the applicable legal deadline takes precedence over our target response times. For example, where the Consumer Contracts Regulations require a refund following a valid cancellation, the relevant statutory refund deadline will apply.

7. Refund method

Where a refund is approved or legally required, we will arrange it using the original payment method where applicable, unless a different method is agreed with the customer or required by law.

Where the original method cannot reasonably be used, we will contact the customer to agree an appropriate alternative. We will not ask customers to disclose passwords or full payment-card security details by email.

Once a refund has been initiated, the time taken for the funds to appear may depend on the relevant bank or payment service provider. We will explain any processing information available to us.

8. Matters not automatically eligible for a refund

A refund is not automatically due merely because:

• A customer changes their mind about a styling preference after advice has been delivered.
• The customer chooses not to implement the recommendations.
• The customer expected a service, document or follow-up that was not included in the confirmed scope.
• The property market or other circumstances outside our control do not produce a particular sale or rental outcome.

These examples do not override statutory cancellation rights or remedies for services that do not meet applicable legal standards. Each request will be considered on its facts.

9. Contact details and policy updates

If you have a question about this policy or wish to request a refund, please contact us using the details below. If you are dissatisfied with how your request has been handled, you may also refer to our Complaints Policy.

This policy takes effect upon publication. We may update it when our procedures or applicable requirements change. Any update does not remove rights that have already arisen under an applicable contract or law.