This Refund Policy outlines the general procedures regarding service deposits, appointment cancellations, schedule changes, and refund requests for the on-site underfloor heating installation services provided by Radiantfloorcrew to customers across Europe.
This policy is designed to help customers understand how advance payments, installation scheduling, cancellation requests, and refunds are handled, while ensuring a clear and transparent service process.
- Installation Service Process
Radiantfloorcrew provides underfloor heating installation services based on appointments. We are not a traditional retailer of goods; our service process involves assessing customer needs, scheduling installations, and providing on-site installation services at the agreed location.
After a customer submits a service request and completes the corresponding payment, Radiantfloorcrew will review the submitted information, including:
Installation address;
Preferred appointment date;
Selected installation service;
Property information;
Details of the installation area;
Site access conditions;
Special requirements.
In this Refund Policy, “Service Fulfillment” refers to Radiantfloorcrew organizing and executing the confirmed underfloor heating installation service in accordance with the agreed scope and appointment schedule.
Actual installation arrangements may be influenced by the following factors:
Size of the installation area;
Existing floor structure;
Property condition;
Accessibility of the installation site;
Preparation requirements;
Selected heating solution;
Technical requirements;
Actual conditions discovered during the site survey.
- Service Deposits and Installation Pricing
Unless otherwise stated on the relevant service page, certain amounts displayed on the Radiantfloorcrew website may represent only the service deposit required to initiate the installation appointment process.
Service deposits are typically used to:
Confirm the customer’s installation request;
Reserve an available appointment slot;
Initiate project preparation and scheduling;
Handle administrative tasks related to the appointment.
The service deposit does not necessarily represent the final total cost of the underfloor heating installation.
The final installation price may depend on actual project requirements, including:
Size of the installation area;
Number of rooms involved;
Condition of existing flooring and structure;
Required preparatory work;
Property accessibility;
Selected service package;
Additional installation requirements;
Actual labor hours and site conditions. If actual installation requirements exceed the original scope of service, Radiantfloorcrew will communicate the relevant requirements and costs to the customer before proceeding with any additional paid work. No additional services or charges shall be deemed approved unless the client has been informed of and has confirmed the revised arrangements.
- Appointment Adjustments and Rescheduling
Clients may request changes to installation appointments, including:
Changing the installation date;
Adjusting the appointment time;
Updating the installation address;
Modifying the scope of installation;
Adding or removing service items.
Please contact Radiantfloorcrew as early as possible regarding any appointment changes so that we may verify schedule availability and installation resources.
All appointment changes are subject to technician availability, service area logistics, and existing schedules. Consequently, we cannot guarantee that every change request can be accommodated.
Significant changes to the installation site, property conditions, or service requirements may affect the installation plan or the final quote.
Wherever reasonably practicable, Radiantfloorcrew will inform the client of any relevant adjustments prior to carrying out the modified services.
Please ensure that all information—such as dates, addresses, and installation requirements—submitted via website forms or email is accurate and provided in English to ensure proper processing.
- Cancellation and Refund Process
If a customer wishes to cancel a scheduled underfloor heating installation service, they may contact Radiantfloorcrew using the contact details provided below.
Standard Cancellation Process
If a customer submits a cancellation request well in advance of the scheduled installation date—and provided that the service has not yet commenced and no irreversible, significant arrangements have been made—Radiantfloorcrew will review the request based on the following factors:
Appointment status;
Timing of the cancellation request;
Preparatory work already completed;
Applicable terms of service;
Relevant legal requirements.
Eligible refunds are typically processed via the customer’s original payment method.
Late Cancellation Process
If a customer cancels shortly before the scheduled installation date—and Radiantfloorcrew has already allocated personnel, preparation time, or other resources to the service—the refund amount may be adjusted based on the specific circumstances.
To the extent permitted by applicable law, the cost of completed preparatory work, services already rendered, or reasonable expenses incurred may be factored into the refund calculation.
Any applicable deductions will be handled in accordance with the service agreement and relevant consumer protection regulations.
Cancellation Due to Property Conditions
If, upon arrival at the property, the installers discover conditions that significantly hinder or impact the planned installation—such as:
Inability to access the installation area;
Building access restrictions;
Unsafe working environment;
Significant discrepancies between provided information and actual site conditions;
Undisclosed structural issues;
Major differences between installation requirements and the original booking details;
Radiantfloorcrew will communicate the specific situation to the customer.
Depending on the circumstances, potential solutions include:
Adjusting the installation plan;
Rescheduling the appointment;
Modifying the scope of service;
Canceling the service in accordance with applicable refund policies.
Refund decisions will be based on the specific circumstances, work completed, applicable terms of service, and relevant legal regulations.
Cancellation Prior to Additional Installation Work
If a customer requests additional installation work, preparatory work, or related services beyond the original booking scope, Radiantfloorcrew will explain the additional costs before commencing such work.
If the customer does not confirm the additional costs, these extra services will not be performed.
The handling of the deposit for the original service will depend on the reason for cancellation, booking status, services rendered, preparatory work completed, and applicable refund conditions.
- Customer Protection and Applicable Regulations
Radiantfloorcrew respects applicable consumer protection principles and relevant regulations when serving customers who utilize our installation services. Depending on the specific terms of the service agreement, customers may be entitled to the following rights:
Service cancellation;
Refund requests;
Service quality;
Contract information;
Price transparency;
Other applicable consumer protection rights.
Nothing in this refund policy is intended to negate or limit any consumer rights that cannot be excluded or limited by law.
Where mandatory legal requirements apply, those requirements shall prevail.
- Refund Processing
Once a refund request is approved, Radiantfloorcrew will typically issue the refund using the customer’s original payment method.
The time required for funds to be credited may depend on:
Payment service provider processing times;
Bank processing procedures;
Card issuer policies;
Requirements of other financial institutions.
Customers should retain relevant records—including booking confirmations, payment information, appointment details, communications with the Radiantfloorcrew team, and installation-related documents—until the refund process or related service matters are concluded.
- Website Images and Installation Examples
Images, photographs, illustrations, and other visual materials displayed on the Radiantfloorcrew website are intended to provide customers with general examples of underfloor heating installation services.
These materials may contain original content or legally authorized visual assets.
Images on the website do not guarantee that every project will utilize identical equipment, installation methods, or materials, nor that they will achieve the exact same final result.
Actual installation outcomes may vary based on factors such as:
Building structure;
Floor conditions;
Selected heating system;
Installation environment;
Room layout;
Technical requirements;
Customer preferences.
Therefore, website images are for reference purposes only and do not constitute a guarantee of the final installation result.
- Contact Information for Cancellation and Refund Requests
To request a cancellation or rescheduling, inquire about refunds, or ask questions regarding installation services, please contact Radiantfloorcrew via the following channels:
To ensure efficient processing of your request, please provide the following information:
Booking reference number;
Customer name;
Contact email address;
Phone number;
Installation address;
Scheduled installation date;
Details of the request.
Brand: Radiantfloorcrew
Address: 30 Roberts Ln, #02-01, Singapore 218309
Phone: +65 81836772
Email: heating@radiantfloorcrew.com
Website: www.radiantfloorcrew.com
Radiantfloorcrew will review requests for cancellation, rescheduling, and refunds based on principles of fairness and transparency, taking into account the specific service circumstances, work already completed, preparatory work undertaken, and applicable consumer protection regulations.