Payment and Refund Policy

This policy describes how Harbourlight Stories handles payments, cancellations and refunds for the services it provides in and around Kingston. It applies to every order agreed with us by telephone, email or in person.

Quotations and confirmation of an order

An order starts with your inquiry by telephone or email. We confirm the service and its price in writing on the basis of the prices published on this website, and the agreement takes effect when you accept that confirmation. If the scope changes while the work is running, any change in price is agreed with you first.

Payment terms

Invoices are payable within 14 days of the invoice date unless a different term is agreed in writing, and we accept bank transfer as well as the other methods stated on the invoice. For larger jobs an advance payment or payment in installments may be agreed and recorded in the quotation. Overdue invoices are followed up with a reminder.

Cancelling or moving an appointment

You can cancel or move an appointment free of charge up to 48 hours before the agreed time by calling (613) 400-6864 or writing to [email protected]. If you cancel later, or nobody is there when we arrive, we may charge for work already done and for costs we can no longer avoid, though we would rather find a new date.

If we cannot keep an appointment

Should we be unable to keep an agreed date, we contact you without delay, explain the reason and propose another appointment at the earliest opportunity. If you prefer not to reschedule, we refund what you have paid for the part of the service that was not provided, in full and without any charge for the cancellation.

How a refund is made

A refund is issued using the payment method of the original transaction, normally within 14 days after we have agreed it with you. If that method is no longer available, we ask you for bank details at [email protected] and transfer the amount there, free of charge. Services already provided in full are not refundable; for partly completed work we settle the fee for the completed part and return the balance, allowing for material or third-party expenses agreed in advance.

Complaints and remedies

Complaints about the quality of a service should reach us at [email protected] within 14 days of the work being finished, or by telephone on (613) 400-6864 before then. We reply within a few working days and agree with you how the matter will be put right, by reworking the service or by refunding part of the fee.