Cancellation Policy

1. Scope of this policy

STZ ENTERPRISE LTD provides appointment-based home staging advice and interior styling consultations. Depending on the agreed scope, the service may cover furniture arrangement, colour coordination, decorative details, lighting considerations and practical room presentation suggestions.

This policy applies to consultation appointments and any related written materials expressly included in the agreed service. It should be read alongside our Terms & Conditions, Service Delivery Policy and Refund Policy.

We do not provide building work, renovation, installation, cleaning, furniture supply, property valuation or estate agency services unless a separate written agreement expressly states otherwise.

2. Customer cancellations

If you need to cancel an appointment, please notify us as soon as reasonably practicable using the contact details at the end of this policy.

Where possible, we ask customers to give at least 48 hours’ notice before the scheduled appointment. This is a requested notice period to help us manage appointments; it does not automatically remove any statutory cancellation or refund rights you may have.

When we receive your cancellation request, we will confirm receipt and explain any relevant next steps. The treatment of any amount already paid, if applicable, will depend on the contract, the work already carried out, the circumstances of cancellation and any applicable legal rights.

3. Changing or rearranging an appointment

If you wish to change your appointment date or time, contact us as early as possible. We will check availability and confirm whether the requested change can be accommodated.

We will aim to accommodate a reasonable rearrangement where our schedule permits. A new appointment is not confirmed until we have agreed the revised date, time and any other relevant arrangements with you.

If a requested change materially alters the agreed service, such as adding further rooms or requiring a different deliverable, we will explain any proposed change to the scope, timescale or price and obtain your agreement before proceeding.

4. Late arrival and non-attendance

Please let us know if you expect to arrive late or cannot attend the scheduled appointment. We will consider whether the session can still take place within the available time or whether rearrangement is more appropriate.

If you do not attend and we have not received notice, we will attempt to contact you using the contact details provided. Any decision about a replacement appointment or the treatment of work already undertaken will be considered individually.

We will explain any proposed additional charge before asking you to agree to a replacement session. We will not represent a discretionary rescheduling arrangement as removing rights that apply under consumer law.

5. Cancellation or rearrangement by us

We may occasionally need to rearrange or cancel an appointment because of circumstances such as illness, unexpected disruption or an issue that prevents the agreed consultation from taking place.

If this happens, we will contact you as soon as reasonably practicable, explain the situation and offer an alternative appointment where available.

If we cannot provide the agreed service and no suitable alternative is accepted, any refund due for the service not provided will be handled in accordance with the contract and applicable law. We will not treat the customer as responsible for a cancellation initiated by us.

6. Distance and off-premises contracts

Depending on how a contract is agreed, consumer distance-selling or off-premises contract rules may apply. Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide a cancellation right, eligible consumers generally have a 14-day cancellation period for a service contract.

For a service contract, the period generally runs from the day the contract is entered into. Specific rules and exceptions may apply depending on the nature of the contract and how it was made.

If you wish to exercise a statutory cancellation right, you can notify us by email or another clear statement. You do not have to use a particular form, although written notification is helpful for keeping a record.

This section is a general explanation, not a restriction on the rights available to you. If a statutory right applies, it takes precedence over any inconsistent term in this policy.

7. Requests to begin a service during a cancellation period

If a statutory 14-day cancellation period applies and you ask us to begin the service before that period ends, we will explain the relevant consequences and obtain any required express request or acknowledgement before starting early.

If you subsequently cancel after expressly requesting early commencement, you may be required by law to pay a proportionate amount for the service properly performed up to the time you communicate your cancellation, where the applicable legal conditions are met.

The right to cancel a service contract may be lost only in the specific circumstances set out by law, including where the service has been fully performed after the required prior express consent and acknowledgement have been obtained. We will not assume that a right has been lost without checking the applicable conditions.

8. How to notify us

Please include your name, the appointment date if known and a clear statement that you wish to cancel or rearrange the service. We will acknowledge your message as soon as reasonably practicable.

If you are exercising a statutory cancellation right, please make that clear in your message so we can review the request under the applicable rules. You may also contact us if you are unsure which arrangements apply to your booking.

9. Contact details and policy updates

This policy takes effect when published on our website. We may update it when our appointment procedures or applicable requirements change. The version published on the website applies subject to any statutory rights that cannot lawfully be excluded or limited.