Last Updated: October 13, 2026
1. Overview
Welcome to Vellogy, operating as a trading name under Claryon Group Ltd (Company No. 16721387), registered in the United Kingdom. This Refund Policy outlines our guidelines regarding cancellations, callout charges, refunds for completed works, and consumer rights under UK law (including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015).
2. Callout and Diagnostic Fees
- Emergency & Diagnostic Callouts: Callout fees cover travel and on-site assessment.
- Non-Refundable Once Dispatched: Once an engineer or tradesperson has been dispatched or has arrived on-site, the callout and diagnostic fee is strictly non-refundable.
3. Cancellations
- Standard Cancellations: You may cancel a booking without penalty by notifying us at least 24 hours prior to the scheduled arrival window.
- Late Cancellations: Cancellations made less than 2 hours before arrival or after dispatch may incur a cancellation or callout charge.
4. Workmanship and Dispute Resolution
- Reporting Issues: Any complaints regarding workmanship or service quality must be reported in writing to hello@vellogy.com within 7 days of service.
- Right to Remedy: We and our accredited contractors reserve the right to inspect and perform remedial work to rectify proven defects before any refund is issued.
- Discretionary Refunds: Partial or full refunds are evaluated case-by-case if rectification is unfeasible.
5. Contact Information
- Company Name: Claryon Group Ltd (t/a Vellogy)
- Registered Address: 203 Devonshire Hill Lane, London, N17 7NP, United Kingdom
- Contact Email: hello@vellogy.com
- Phone: 07498 843 983