Cancellation policy
Last updated: 14 October 2026
This Cancellation Policy applies to Private Home Organisation services provided by From London with Lux Ltd. (trading as From London with Lux.).
We understand that plans can change. This policy explains your statutory cancellation rights, how to cancel or reschedule a booking, and what happens where work or project-related costs have already been incurred.
Nothing in this policy affects your statutory consumer rights.
1. Your Statutory Right to Cancel
If you are a consumer and enter into a service contract with us online, by telephone or away from our business premises, you will normally have the right to cancel the contract within 14 days without giving a reason.
The cancellation period begins when the service contract is entered into and ends at the end of 14 days after that day.
To exercise this right, you must tell us clearly that you wish to cancel before the cancellation period expires.
You may contact us at:
Email: hello@fromlondonwithlux.com
You do not need to provide a reason for cancelling.
2. Services Beginning During the 14-Day Cancellation Period
You may sometimes wish for your project or agreed preparatory work to begin before the 14-day statutory cancellation period has ended.
Where this applies, we will ask you to make an express request for the service to begin during the cancellation period. Where the contract is entered into away from our business premises, that request must be made on a durable medium.
We are not required to begin the service or preparatory work during the cancellation period unless we have accepted your request to begin early.
If you subsequently cancel before the service has been fully performed, you will be required to pay the amount permitted by law for the services already supplied up to the time you tell us that you wish to cancel. This amount will be proportionate to what has been supplied compared with the full agreed service and will normally be calculated by reference to the total price agreed for the service.
If the service has been fully performed during the cancellation period following your express request to begin early and your acknowledgement that your cancellation right will be lost once the service has been fully performed, your statutory right to cancel will end when the service is fully performed.
3. Refunds During the Statutory Cancellation Period
Where you exercise a statutory right to cancel, we will refund any amount due to you without undue delay and no later than 14 days after the day on which we are informed of your decision to cancel.
Where work has already begun at your express request during the cancellation period, we may deduct from any refund, or where necessary require payment of, the proportionate amount legally payable for services already supplied.
You will not be required to pay for services supplied during the cancellation period where the law does not permit us to charge, including where required information about the cancellation right and liability for work supplied during the cancellation period was not provided, or where any required express request to begin early was not obtained.
Any refund due will be made using the same payment method originally used, unless you expressly agree otherwise. We will not charge a fee for making the refund.
4. Cancellation After the Statutory Cancellation Period
Once any statutory cancellation period has expired, you may still ask to cancel your booking.
Where a client cancels, we will take reasonable steps to minimise any loss arising from the cancellation.
Any amount retained or cancellation charge applied will be limited to reasonable losses that directly result from the cancellation. This may include, where applicable:
- work already completed;
- project preparation already undertaken;
- non-refundable travel or accommodation costs;
- products or materials specifically ordered for the project with the client’s approval;
- other non-recoverable third-party costs; and
- reserved appointment time that we have been unable reasonably to rebook.
We will not automatically retain the whole project fee simply because a booking has been cancelled.
Where we retain or deduct any amount following cancellation, we will explain the basis of the calculation.
Where our reasonable direct losses exceed the amount you have already paid, we may ask you to pay the remaining amount where legally permitted. We will not recover more than our actual reasonable loss or recover twice for the same loss.
5. Advance Payments
Where a project is paid for in advance, advance payment secures the agreed booking and enables us to prepare for the project.
Advance payment does not remove your statutory cancellation rights.
If a project is cancelled, any refund or deduction will be calculated in accordance with this policy, applicable law and the circumstances of the booking.
Where an amount is properly payable under this policy, we may deduct that amount from an advance payment before refunding any balance due.
We will not treat an advance payment as automatically non-refundable in every circumstance.
6. Rescheduling a Booking
If you need to change an agreed appointment, please contact us as early as possible.
Rescheduling is subject to availability and is not guaranteed. Until we confirm an alternative date in writing, the original booking remains in place.
Where sufficient notice is provided and the appointment can reasonably be rearranged without financial loss, we will normally seek to agree an alternative date.
Where rescheduling at short notice causes costs that cannot reasonably be recovered or avoided, we may ask you to cover those reasonable direct costs.
Repeated rescheduling may require the project to be reviewed and a new booking date or quotation agreed.
7. Travel and International Projects
For projects requiring significant travel, accommodation or other advance arrangements, any project-specific cancellation arrangements will be explained before the booking is confirmed and may also be included in your proposal or booking confirmation. Any such arrangements will not affect your statutory consumer rights.
Where travel or accommodation has been booked with your prior agreement and cannot be refunded or recovered after you cancel, those reasonable costs may be deducted from any refund due, subject to your statutory rights.
We will tell you about material travel or accommodation costs and obtain your agreement before you become responsible for them.
8. Products or Materials Ordered for a Project
We will not purchase significant project-specific products or materials without appropriate approval.
If approved products or materials have already been ordered when you cancel, we will take reasonable steps to cancel or return them where possible.
Any genuine non-recoverable costs may be deducted from a refund where legally permitted.
This does not affect any separate statutory rights you may have in relation to goods purchased as a consumer.
9. If We Need to Reschedule
On rare occasions, we may need to reschedule an appointment because of illness, travel disruption, safety concerns or circumstances outside our reasonable control.
Where possible, we will offer a suitable alternative date.
If an appropriate alternative cannot be agreed and we are unable to provide the booked service, you will receive a refund for the part of the service that will not be provided.
10. If We Cancel the Project
If we cancel a confirmed project and do not provide the agreed service, we will refund payments relating to the service that will not be supplied, except for any separate products or services that have already been properly provided and remain payable.
We will not retain payment for services that we choose not to provide where doing so would be contrary to applicable law.
11. Failure to Provide Access
You are responsible for ensuring that agreed access to the property and relevant project areas is available at the scheduled time.
If we cannot begin or continue the service because authorised access has not been provided, we will contact you or your authorised representative where reasonably possible.
Any charge arising from an unsuccessful appointment will be limited to reasonable losses actually caused by the failed appointment, taking into account any costs we are able to avoid or recover.
Depending on the circumstances, this may include reasonable travel costs, preparatory work already undertaken and reserved appointment time that we have been unable reasonably to rebook.
12. How to Cancel or Reschedule
To cancel or request a change to a private home organisation booking, please email:
Please include:
- your name;
- the property or project reference, if applicable;
- the scheduled date; and
- whether you wish to cancel or request an alternative date.
We will confirm receipt of your request in writing.
13. Model Cancellation Form
Complete and return this form only if you wish to cancel the contract.
To:
From London with Lux Ltd.
19 Yew Tree Crescent
Didcot
OX11 6EN
United Kingdom
Email: hello@fromlondonwithlux.com
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:
Ordered on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
Delete as appropriate.
You do not have to use this form. You may also cancel by sending us any other clear statement of your decision to cancel before the applicable cancellation period expires.
14. Contact
If you have questions about cancelling or rescheduling a project, please contact:
From London with Lux Ltd. (trading as From London with Lux.)
Email: hello@fromlondonwithlux.com