Refund Policy

1. Introduction

1.1 This Refund Policy ("Policy") explains when refunds may be issued in connection with the use of PlumbGo.live ("the Website") and the PlumbGo platform ("the Platform").
1.2 The Website and Platform are operated by PlumbGo Ltd (the Company), a private limited company registered in England and Wales under company number 17094157, with its registered office at 7 Moor Lane, Cleadon, Sunderland, England, SR6 7TN. After this first reference, PlumbGo Ltd is referred to as "the Company".
1.3 This Policy applies to all Users, including Homeowners and Engineers.

2. Scope of This Policy

2.1 This Policy applies only to fees paid directly to the Company, including:

• subscription fees;
• platform access fees;
• promotional or visibility fees (where applicable).

2.2 This Policy does not apply to:

• payments made by Homeowners to Engineers;
• refunds relating to workmanship, materials, or service quality;
• disputes between Homeowners and Engineers.

2.3 Payments between Homeowners and Engineers are private contractual matters and fall outside the Company's responsibility.

3. Subscription Fees

3.1 Subscription fees are payable in advance for each Billing Cycle.
3.2 Subscription fees are non-refundable, except where required by law.
3.3 No refunds or partial refunds are provided for:

• unused periods;
• early cancellation;
• lack of responses or job requests;
• dissatisfaction with Platform performance;
• changes to an Engineer's circumstances.

3.4 Engineers retain access to Subscription features until the end of the current Billing Cycle following cancellation.

4. Promotional or Visibility Fees

4.1 Fees paid for promotional placement, enhanced visibility, or similar services are non-refundable once the service has commenced.
4.2 The Company does not guarantee:

• any number of views;
• any number of enquiries;
• any level of income or business performance.

4.3 Refunds will not be issued based on Platform engagement levels.

5. Payments Between Homeowners and Engineers

5.1 The Company is not a party to any agreement between Homeowners and Engineers.
5.2 The Company does not:

• handle payments between Users;
• hold funds on behalf of Users;
• issue refunds relating to works or services;
• assess workmanship or service quality.

5.3 Any refund relating to works, materials, or attendance must be agreed directly between the Homeowner and the Engineer.

6. Real-Time Availability

6.1 Real-time availability displayed on the Platform is provided for general informational purposes only.
6.2 It does not guarantee that an Engineer is available, able to respond, or willing to accept a job.
6.3 Refunds will not be issued on the basis of:

• perceived guaranteed availability;
• lack of responses;
• delays or non-attendance by Engineers.

7. Technical Issues

7.1 If a User experiences a technical issue that prevents access to paid features, the Company may, at its discretion:

• extend the Subscription period; or
• apply a credit to the User's account.

7.2 Refunds will only be issued where required by law.

8. Legal Rights

8.1 Nothing in this Policy affects any statutory rights that may apply under consumer law.
8.2 Engineers acknowledge that Subscription fees relate to business-to-business services and may not fall under consumer refund protections.

9. How to Request a Refund

9.1 Refund requests relating to fees paid to the Company must be submitted to support@plumbgo.live.
9.2 Requests must include:

• your name;
• your account email;
• details of the payment;
• the reason for the request.

9.3 The Company may request additional information to assess the request.

10. Company's Decision

10.1 Refund decisions are made at the Company's discretion, except where required by law.
10.2 The Company's decision is final.

11. Changes to This Policy

11.1 The Company may update this Policy from time to time.
11.2 The latest version will be published on the Website.

12. Governing Law

12.1 This Policy is governed by the laws of England and Wales.
12.2 The courts of England and Wales have exclusive jurisdiction.