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HIG
Refund Policy

Effective date: August 2026

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1. Purpose of this policy

This Refund Policy explains how Home Improvements Guarantee Limited ("HIG", "we", "us" or "our") handles requests for refunds of payments made directly to HIG.

 

This policy does not determine whether a homeowner has a valid claim under a guarantee, deposit-protection arrangement, workmanship cover or insurance-backed product. Such claims are dealt with under the specific terms and claims process applying to the relevant job, guarantee, policy or arrangement.

 

2. Scope

This policy applies only to fees and charges paid directly to HIG, including contractor application, joining, membership, renewal, job-registration or administration charges where applicable.

 

The terms applying to the particular payment will take priority where they contain specific cancellation, payment or refund provisions. Nothing in this policy removes or limits any statutory right or remedy that cannot lawfully be removed or limited.

 

3. Applications and membership fees

Any entitlement to a refund of a contractor application, joining, membership or renewal fee will depend on:

  • the applicable membership or payment terms;

  • the stage reached in the application or membership process;

  • the services already provided by HIG;

  • whether any assessment or administration costs were disclosed before payment; and

  • any legal rights that apply to the customer or transaction.

 

If an application is declined, withdrawn or cannot be completed because required information or evidence has not been supplied, HIG will assess any refund request against the applicable fee and membership terms.

 

Any non-refundable assessment, administration or processing element must have been clearly disclosed before payment and will apply only to the extent permitted by law.

 

4. Cancellation and renewals

Cancellation of contractor membership, including the treatment of fees already paid, is governed by the applicable membership terms.

 

Where membership renews, a cancellation or refund request made after renewal will be considered in accordance with the applicable membership terms and any statutory rights that apply to the customer or transaction.

 

The same cancellation rights may not apply to companies, sole traders and consumers.

 

Any mandatory statutory rights remain unaffected.

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5. Duplicate or incorrect charges

If HIG charges an amount in error, takes the same payment more than once or takes an amount inconsistent with the applicable agreement, please contact us at admin@higuk.co.uk with sufficient information to identify the payment.

 

Where an error is confirmed, HIG will correct the charge or arrange an appropriate refund.

 

6. Payment disputes

If you believe that a payment is incorrect, please contact HIG first where possible so that we can investigate. Where appropriate, an approved correction or refund will normally be made through the original payment method.

 

This does not affect any rights you may have through your card issuer, bank or payment provider in relation to an unauthorised or incorrect transaction.

 

7. How to request a refund

Send a refund request to admin@higuk.co.uk and include:

  • your name and company name, where relevant;

  • invoice, application or membership reference;

  • payment date;

  • amount paid;

  • payment method, where known; and

  • the reason for the request.

 

We may ask for further information reasonably required to verify the payment and assess the request.

 

8. Processing approved refunds

Where a refund is approved, HIG will normally return it to the original payment method unless another method is necessary or agreed.

 

HIG will aim to initiate an approved refund within 5–10 working days. The time taken for the funds to appear will depend on the relevant bank, card issuer or payment provider.

 

Any partial refund will be calculated in accordance with the terms applicable to the payment. We will confirm the amount and basis of any approved partial refund to the payer.

 

9. Guarantees, workmanship and claims

A complaint about defective work, contractor failure, a deposit, work in progress, materials or workmanship is not automatically a refund claim against HIG.

 

Where a registered job has a relevant guarantee or insurance-backed product, eligibility and claims will be determined under the specific documentation and claims process applicable to that job. If you are unsure which process applies, contact HIG at admin@higuk.co.uk or on 01375 489744.

 

10. Statutory rights

Nothing in this policy excludes, restricts or delays any right or remedy that cannot lawfully be excluded, restricted or delayed. Where a customer has statutory cancellation, refund or other consumer rights, those rights remain unaffected.

 

11. Contact

Refund enquiries should be sent to:

 

Home Improvements Guarantee Limited
The Riverside Business Centre
Fort Road
Tilbury
RM18 7ND
United Kingdom

Telephone: 01375 489744
Email: admin@higuk.co.uk

Registered office: 7 Battersea Square, London, SW11 3RA

 

Effective date: August 2026

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