They said this… · Services & contracts

“Once we start the service, you can never get a refund”

Generally incorrect

Starting performance does not create a universal “no refund” rule.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • If a service is performed without reasonable care and skill, repeat performance or price reduction can be relevant.
  • For distance/off-premises cancellation, requested early performance can affect what is payable and whether cancellation rights remain.
  • The correct route depends on why you are ending the contract.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Quote, order, specification or scope of work
  • Messages and call notes showing what was promised
  • Photos, reports or other evidence of defective performance
  • Terms relied on by the trader and when they were supplied

If they still refuse

Move the dispute forward.

  1. Define the contractual promise or statutory service standard that you say was not met.
  2. Ask for the remedy that follows from that problem rather than simply demanding compensation.
  3. Use formal complaint, ADR or court routes according to the sector and amount involved.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.ServicesRead the full guide.Proving an agreementRead the full guide.Breach of contractRead the full guide.