If you cancel, we only keep what we have genuinely lost or spent. Deposits are not automatically non-refundable, and private customers have a 14-day right to cancel.
Last updated: 13 October 2026
In short: if you cancel, we only keep what we have genuinely lost or spent. A deposit is not automatically non-refundable, and every refund is issued as a VAT credit note. Private (home) customers also have a statutory 14-day right to cancel.
Any refund reflects our genuine, direct costs at the point you cancel — never a flat penalty. If we cannot explain a deduction as a real cost, we do not keep it.
Because we agree most jobs in your home or at a distance, if you are a private (consumer) customer you have the right to cancel within 14 days of accepting your quote, for any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To cancel, just email [email protected].
If you cancel within the 14 days and we have not started (no visit, no materials ordered, no work done), you receive a full refund. If you ask us to begin inside the 14 days and then cancel, you pay for the work actually done up to that point (including any hardware we have had to buy for your job).
The refund reflects what has actually happened:
| Stage | Where we are | You get back |
|---|---|---|
| A | Within 14 days, nothing started | 100% |
| B | Booked, nothing committed | Deposit minus card fees + a fixed £25 admin fee |
| C | Survey done and/or hardware ordered | Balance minus the call-out (if we visited), survey fee (if done) and any hardware we cannot recover |
| D | Work started | Balance minus labour done so far + hardware fitted/used |
| E | Work complete | No refund — your workmanship warranty and legal rights still apply |
Once we have bought the equipment for your job we keep that cost, because we usually cannot return it. Returnable stock is refunded minus the supplier’s restocking fee (our real loss). Special-order or bespoke equipment is kept at full cost. Where you have paid for hardware we keep, that hardware remains available to you.
Setup fee: fully refundable before work starts; once a milestone is delivered we keep the delivered milestones (refund is pro-rata to work done). Monthly retainer: 30 days’ notice to cancel; it runs to the end of the current paid month, and past or current months are not refunded. Third-party, API and hosting costs are passed through and are non-refundable once incurred.
Refunds are made to your original payment method. We never delete an invoice — we issue a VAT credit note against it, and we aim to process agreed refunds within 14 days. Card refunds can take 5–10 business days to appear.
Business customers do not get the statutory 14-day cooling-off right — the contract governs — but the same “genuine cost” principle applies: we only keep our real, direct costs.
If you have any questions, please contact us:
Level 1 Virtual Solutions Ltd (trading as Batra.ai)
VAT: GB117865296 · Company No. 7730536 · ICO: ZC136917
Email: [email protected]
