Refund & Cancellation Policy

This policy explains how deposits, cancellations, rescheduling and refunds are handled for mural commissions with The Lazy Mermaid Murals. It should be read alongside our Terms & Conditions.

1. Deposits

A 50% deposit is required to secure your booking and begin the design stage of your project. This deposit is non-refundable once design work has commenced, as it covers the time, materials planning, and scheduling committed to your project from that point onward.

2. Cancellation by the client before design work begins

If you cancel your project within 48 hours of paying your deposit and before any design work has started, your deposit will be refunded in full, less any payment processing fees already incurred.

3. Cancellation by the client after design work begins

If you cancel after design work has commenced but before painting begins, the deposit is retained in full to cover design time and materials planning already undertaken.

4. Cancellation by the client after painting begins

If a project is cancelled after painting has started, you will be invoiced for the work completed to date, calculated on a pro-rata basis of the total quoted price, in addition to the retained deposit. Any amount already paid beyond the value of work completed will be refunded; any shortfall will be invoiced and is payable within 7 days.

5. Rescheduling

We understand that circumstances change. If you need to reschedule your project, please give us as much notice as possible. We will make reasonable efforts to accommodate a new date, subject to our availability. Rescheduling requests made with less than 7 days' notice before a confirmed painting start date may incur a rescheduling fee to cover costs already committed (such as materials purchased or other work turned down to hold your slot).

6. Cancellation or delay by us

In the rare event that we need to cancel or significantly delay a confirmed project (for reasons other than weather or site access issues outside our control), we will notify you as soon as possible and offer either a full refund of any amount paid, or the option to reschedule at a mutually agreed later date.

7. Weather and site conditions

For exterior murals, painting schedules may need to shift due to weather conditions outside our control. Weather-related delays are not treated as a cancellation by either party, and painting will resume as soon as conditions allow. No refund is applicable for weather-related rescheduling.

8. Final balance and completed work

Once a mural is complete, the remaining 50% balance is due at handover. Refunds are not offered for completed and approved work, except where the work does not meet the standard of quality that a reasonable person would expect, in which case your rights under the Consumer Guarantees Act 1993 apply.

9. How refunds are processed

Approved refunds will be returned using the same payment method used for the original payment, within 10 business days of the refund being approved.

10. Contact us

If you need to discuss a cancellation, rescheduling, or refund, please contact us as early as possible at Sarah.thelazymermaid@gmail.com so we can find the best solution together.