Stay Renovation Group provides home renovation and home improvement services to clients across Gauteng, including Johannesburg and Pretoria. This policy explains how quotes, deposits, cancellations, and refunds are handled for every project, whether booked through our website or arranged directly with our team. By confirming a booking with Stay Renovation Group, the client agrees to the terms set out below.
1. Overview
By confirming a booking with Stay Renovation Group, the client agrees to the terms set out in this policy.
2. Quote, Consultation, and Deposit
Before any payment is requested, a client first contacts Stay Renovation Group to describe the work they need done. We then prepare a written quote outlining the total estimated project cost. To confirm the scope and finer details, we arrange a consultation with the client — either a video call (via Zoom or a similar platform) or, for clients located in Gauteng, a free in-person site visit.
Once the scope has been confirmed following this consultation, a deposit of 30% of the total quoted project value is required to secure the booking. This deposit confirms your place on our project schedule and allows us to order materials in advance. The remaining balance is payable according to the project payment schedule provided in your quote, typically structured around key project milestones — for example: on commencement, at the midpoint, and on completion.
3. Cancellations by the Client
Cancellation terms depend on how much notice is given before the scheduled start date:
- More than 7 days before the start date: The deposit is forfeited to cover administrative costs and lost scheduling capacity. No further fees apply.
- Within 7 days of the start date: The deposit is forfeited, and the client may be liable for reasonable costs already incurred, such as materials already ordered or supplier deposits paid on the client's behalf.
- After work has commenced: The client will be billed for all work completed and materials used up to the date of cancellation, calculated on a pro-rata basis against the total project value.
4. Cancellations or Delays by Stay Renovation Group
If Stay Renovation Group is unable to proceed with a confirmed project for reasons within our control, the client will receive a full refund of their deposit and any payments made for work not yet carried out, with no charge or penalty. Where possible, we will first offer to reschedule the project to a mutually convenient date.
5. Refund Processing
Approved refunds are processed within 7–14 business days from the date of approval, and are paid back to the original payment method used at booking, less any non-refundable costs already incurred as outlined in Sections 3 and 6.
6. Non-Refundable Items
Custom-ordered materials, special-order fittings, or any items purchased specifically at the client's request are non-refundable once procured, as these cannot be returned to our suppliers.
7. Delays and Force Majeure
Where a project is delayed due to circumstances beyond our reasonable control — including adverse weather, load shedding, supplier or material delays, or other events of force majeure — the project will be rescheduled at no penalty to either party. Such delays are not treated as a cancellation under this policy.
8. Workmanship Concerns and Dispute Resolution
If a client is not satisfied with the standard of work delivered, they should notify Stay Renovation Group in writing within 7 days of project completion. We will inspect the work and, where a valid concern is identified, remedy it through repair, completion of outstanding items, or a partial refund proportionate to the issue, at our discretion and in good faith.
9. How to Request a Cancellation or Refund
To cancel a booking or request a refund, please contact us with your name and project reference number via:
- Email: stayrenovationgroup@outlook.com
- WhatsApp / Phone: as provided on your quote or invoice
We aim to acknowledge all cancellation and refund requests within 2 business days.
10. Changes to This Policy
Stay Renovation Group may update this policy from time to time to reflect changes in our operations. The version in effect at the time a deposit is paid will apply to that project.
Stay Renovation Group · Johannesburg, Gauteng, South Africa · stayrenovationgroup@outlook.com