Thank you for your feedback Jini. We are sorry that you feel that you have had a bad experience with our company. When you cancelled your self-build project and hence your ventilation order with us, your account manager did discuss that over 50 hours of consultancy had already been completed on your project, including three different 3D CAD system designs and a room-by-room heat loss report and appraisal to ensure the system was right for the home you were going to build. This was a significant investment of our resources. However, we generously refunded the partial costs for these services despite our Terms and Conditions saying:

‘…10% of the contract value or out of pocket expenses where greater, will be charged or retained if order is cancelled after written acceptance’.

We obviously refunded your deposit and only kept back the 10% cancellation fee, which will not have covered all our costs.

We are therefore puzzled that despite over a year passing since we have had any contact with you, that you are only now voicing your concerns, when we believe we have gone above and beyond our contractual responsibilities. We understand that it was a difficult decision to cancel your self-build project with all the stress that it entailed, but we consider that your comments are unfair, as our Terms and Conditions that you signed, are clear.