Last updated: 21 June 2026

1. Who you are contracting with

Your contract is with the trade business that operates this booking page, not with OptiTech Automation. OptiTech Automation runs the booking technology — your rights about the service itself are against the trade business.

When you book a trade service through this booking page, you are entering into a contract with the named Business Owner — the trade business that operates this page ("the Trader"). You are NOT entering into a contract with OptiTech Automation.

OptiTech Automation (operated by Cristian Moise-Putanu, sole trader, Torquay, Devon, England) provides the booking technology that powers this page. OptiTech Automation is a software platform only. OptiTech Automation does not employ, engage, vet, endorse, or guarantee the work of any tradesperson who attends your property.

Your legal rights in relation to the trade service you receive — including your right to services performed with reasonable care and skill — are against the Trader, not against OptiTech Automation. If you have a complaint about the work, the first step is to contact the Trader directly using the contact details in your booking confirmation.

OptiTech Automation platform queries: hello@optitechautomation.co.uk

2. Your rights at a glance

Here is what the law protects you on before you read anything else.

Right to cancel within 14 days

You have 14 days from the day after your booking is confirmed to cancel and receive a full refund — no questions asked. This is your statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Right to a skilled service

Under the Consumer Rights Act 2015 (s.49), every trade service you book must be performed with reasonable care and skill. If it is not, you have the right to ask for the work to be redone or to receive a price reduction.

Right to honest information

Before you confirm your booking, the Trader must give you clear information about the service, the price, and your cancellation rights. Anything they tell you before you book is part of your contract.

Right to a complaint process

If something goes wrong, you have the right to a fair complaints process, access to an Alternative Dispute Resolution (ADR) scheme, and the right to use the courts if needed.

Nothing in these terms removes or restricts any of your statutory rights as a consumer.

3. Making a booking

When you click confirm and pay your deposit, a binding contract is formed between you and the Trader. You will receive an email confirmation.

A booking is made when you complete the booking form, pay the required deposit (if any), and receive an email confirmation from the Trader. That email confirmation is your record of the contract.

The Trader may, in limited circumstances, decline a booking after it has been submitted — for example, if the date or service is no longer available. If that happens, any deposit you have paid will be refunded in full within 14 calendar days.

Please check your booking confirmation email carefully. If anything is incorrect, contact the Trader immediately using the contact details in that email.

All bookings are subject to the Trader's availability. The booking confirmation sets out the agreed date, time, and scope of work.

4. Deposit and payment

Your deposit secures your appointment slot. If you cancel within 14 days, you get it all back. After that, the Trader may retain it to cover their genuine costs. Your card details are handled by Stripe — not by OptiTech Automation or the Trader.

A deposit may be taken at the time of booking. The deposit amount and percentage are set by the Trader and shown on the booking page before you confirm. The deposit is applied against the total price of the service — it is not an additional charge.

The deposit is a genuine pre-estimate of the costs the Trader commits on your behalf when they reserve your appointment slot. These may include: reserving the appointment slot in the Trader's schedule; any materials specifically ordered for your job in advance; and non-refundable travel costs committed before your job starts. The specific costs that apply to your booking will be stated on the booking page.

All prices are in GBP (British pounds sterling) and include any applicable VAT where stated. Any additional charges (such as for materials or parking) will be clearly communicated to you by the Trader before any additional work is carried out.

Payment is processed securely by Stripe on behalf of the Trader. OptiTech Automation does not hold your deposit or any payment at any point. The Trader is the merchant of record for your transaction. Stripe's privacy policy governs how your card data is handled — your full card details are not stored by OptiTech Automation or the Trader.

If you cancel within the 14-day cooling-off period (see clause 5), your deposit will be refunded in full within 14 calendar days of your cancellation notice. No deductions will be made.

If you cancel after the 14-day cooling-off period has expired, the Trader is entitled to retain the deposit as a genuine pre-estimate of the costs and losses they have incurred as a result of your cancellation. The Trader will not retain more than their actual or reasonably anticipated loss. If you believe the retained deposit is disproportionate, you may challenge this through the complaints procedure in clause 7.

5. Your right to cancel

You have 14 days from the day after booking to cancel and get a full refund. If you ask for work to start early, your cancellation right may be limited once the work is done. Urgent repairs are treated differently.

The 14-day cooling-off period

Because your booking was made at a distance (online), you have the statutory right to cancel this contract without giving any reason within 14 calendar days. This period begins on the day after the date your booking is confirmed. This is called the "Cooling-Off Period" and it is provided by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

How to cancel

To cancel, you must tell the Trader before the Cooling-Off Period expires. You can do this by:

Emailing the Trader at the address in your booking confirmation
Writing to the Trader's address shown in your booking confirmation
Using the model cancellation form at the end of this clause

You only need to send your cancellation before the 14-day period ends. You do not need to wait for the Trader to confirm receipt before the deadline passes.

Refund if you cancel within 14 days

If you cancel within the Cooling-Off Period, the Trader will refund all payments you have made — including any deposit — within 14 calendar days of receiving your cancellation notice. The refund will be made to the same payment method you used when booking. No deductions will be made unless you have requested early commencement of the service (see below).

If the Trader does not give you cancellation information

If the Trader fails to give you the cancellation information required by the Consumer Contracts Regulations before your booking is confirmed, your Cooling-Off Period is automatically extended. It begins when the Trader provides that information and continues for a further 14 days. If the Trader never provides the required information, your Cooling-Off Period continues for 12 months and 14 days from the day after the booking was confirmed.

If you want work to start before your 14 days are up

If you would like the Trader to begin work before your 14-day Cooling-Off Period has expired, you must: (a) make a specific, express written request that work begins early — a tick-box at booking satisfies this; AND (b) acknowledge in writing that you understand you may lose your right to cancel once the service has been fully completed — a second tick-box at booking satisfies this.

Both conditions must be met. If you only request early commencement without acknowledging the potential loss of cancellation rights, or vice versa, you retain the full Cooling-Off Period.

If you cancel after work has started (partial completion): If you have made a valid early-commencement request AND you then cancel after work has started but before it is fully completed, you will be required to pay the Trader a proportionate amount for the work already performed up to the point of cancellation. This means a fair calculation based on the proportion of the total service completed at the date of cancellation relative to the full contract price. The Trader may not charge you more than this proportionate amount.

If the service is fully completed: If you have made a valid early-commencement request and the service is fully completed before you attempt to cancel, your right to cancel is extinguished on completion. You are not entitled to a refund of the price paid in those circumstances.

Urgent repairs — when the 14-day right is limited

Where you have specifically requested the Trader to attend for the purpose of carrying out urgent repairs or emergency maintenance — for example, an emergency boiler breakdown, a burst pipe, or an immediate safety risk — the Consumer Contracts Regulations allow the Trader to begin work immediately. In those circumstances, the standard 14-day cancellation right may not apply to the urgent work itself (Regulation 28(1)(e)).

The following rules apply to urgent or emergency bookings:

The exception applies only to the emergency work you specifically requested. If the attending tradesperson identifies additional non-urgent work and you agree to it, your right to cancel applies to that additional work.
You must have specifically and genuinely requested urgent attendance — this exception does not apply if the Trader categorised the booking as urgent without your express request.
Even for urgent bookings, the Trader must still give you pre-contract information (including their identity, the price, and their complaint-handling procedure) before work begins, even if this is done by phone. A booking confirmation email must follow as soon as reasonably possible.
This exception does not affect your rights under the Consumer Rights Act 2015, including your right to services performed with reasonable care and skill and your remedies if the work is defective.

Model cancellation form

Complete and send this form only if you wish to cancel your booking. You may also cancel by email or letter using the contact details in your booking confirmation.

To: [Trader name and address as shown in your booking confirmation]
I/We hereby give notice that I/We cancel my/our contract for the supply of the following trade service:
Service description: _______________________________ | Booked on: _______________________________ | Booking reference: _______________________________ | Name(s): _______________________________ | Address: _______________________________ | Date: _______________________________
Return by email to the address in your booking confirmation. The date of your email is the date of cancellation for the purposes of the 14-day deadline.

6. Quality of the trade service

The law requires every trade service to be carried out with reasonable care and skill, on time, and as described. If the work falls short, you have the right to have it put right.

Under the Consumer Rights Act 2015 (s.49), every trade service you book must be performed with reasonable care and skill. This right cannot be excluded or limited.

Anything the Trader tells you about the service before you book — including descriptions, estimates, and timescales — forms part of your contract (Consumer Rights Act 2015, s.50). The service must match those descriptions.

The service must be completed within the time agreed, or if no time is agreed, within a reasonable time (Consumer Rights Act 2015, s.51).

What you can do if the service falls short:

First remedy — repeat performance: You can require the Trader to repeat or fix the defective work at no extra cost, within a reasonable time and without significant inconvenience to you.
Second remedy — price reduction: If repeat performance is impossible, or if the Trader does not complete it within a reasonable time, you are entitled to a price reduction of up to 100% of what you paid.

These statutory remedies are in addition to any other legal rights you have. They cannot be taken away by anything in these terms or in any document the Trader gives you.

7. If the trader does not attend

If the tradesperson does not show up for your appointment, you are entitled to a full refund of your deposit and the right to rebook or cancel.

If the Trader fails to attend your appointment without giving you reasonable advance notice, you are entitled to:

A full refund of your deposit within 14 calendar days
The right to rebook at no additional cost, or to cancel your booking entirely and receive a refund of all amounts paid
A repeat performance or price reduction under the Consumer Rights Act 2015 ss.54-56 if the no-show constitutes a failure to perform the service within a reasonable time

To claim these rights, contact the Trader using the details in your booking confirmation as soon as possible after the missed appointment.

8. OptiTech Automation's role and what it is responsible for

OptiTech Automation provides the booking platform only. OptiTech Automation is not responsible for the quality of the trade service. If there is a problem with the platform itself (not the service), OptiTech Automation's responsibility is limited to the deposit amount for the affected booking.

OptiTech Automation is NOT responsible for: the quality, safety, or fitness for purpose of any trade service; any personal injury, property damage, or financial loss arising from the trade service; any failure by the Trader to attend, complete, or adequately perform the booked service; or any dispute between you and the Trader about the service.

What OptiTech Automation DOES provide is a secure, reliable booking platform. Your deposit is processed through Stripe — your card details are never held by OptiTech Automation. Your booking data is handled securely in line with our Privacy Policy at optitechautomation.co.uk/privacy.

If the OptiTech Automation booking platform itself fails in a way that causes you direct financial loss (distinct from any failure by the Trader), OptiTech Automation's total liability to you is limited to the deposit amount processed through the platform for the affected booking.

Nothing in these terms limits or excludes any person's liability for: death or personal injury caused by their negligence; fraud or fraudulent misrepresentation; or any other liability that cannot be excluded under applicable law, including your rights under the Consumer Rights Act 2015.

The Trader's liability to you for the trade service is a matter between you and the Trader, governed by the Consumer Rights Act 2015 and the terms of the specific booking. OptiTech Automation is not a party to that liability.

9. Complaints and alternative dispute resolution

Start with the Trader. If that does not resolve the matter, ADR and the courts are available.

Step 1 — Contact the Trader

Contact the Trader directly using the contact details in your booking confirmation. Describe your complaint clearly and state what outcome you are seeking. The Trader aims to acknowledge complaints within 2 working days and to resolve them within 14 working days.

Step 2 — Contact OptiTech Automation

If the Trader has not resolved your complaint within 14 working days, you may contact OptiTech Automation at hello@optitechautomation.co.uk. OptiTech Automation cannot resolve disputes about trade services on the Trader's behalf, but will use reasonable efforts to help facilitate communication.

Step 3 — Alternative Dispute Resolution

If your complaint is still unresolved after exhausting the Trader's internal complaints process, the Trader must notify you of at least one certified ADR provider and confirm whether they agree to use that provider. This is a legal requirement under the Digital Markets, Competition and Consumers Act 2024 (from 6 April 2026). OptiTech Automation's nominated ADR provider for consumer disputes is CEDR (Centre for Effective Dispute Resolution, cedr.com). For trade-specific disputes, the Trader may also participate in their trade association's scheme (for example, a CTSI-approved Consumer Code). If the Trader is a TrustMark-registered business, their TrustMark scheme operator's dispute process is also available. A full list of certified ADR providers is available from the Chartered Trading Standards Institute at ctsi.org.uk. For cross-border or online disputes, the European Commission Online Dispute Resolution platform is available at ec.europa.eu/consumers/odr (note: its availability for UK traders may be limited post-Brexit but the link is provided for information).

Using ADR is not compulsory -- you can go straight to the courts if you prefer. Referral to ADR does not affect your right to take legal action.

Step 4 — UK courts

You have the right to bring a claim in the courts of England and Wales at any time. For disputes up to £10,000, the Small Claims Track is designed to be used without a solicitor. You can start a claim online at gov.uk/make-court-claim-for-money. From 28 July 2025, the Online Civil Money Claims (OCMC) service handles online claims up to £10,000.

10. Your personal data

The Trader is responsible for your booking data. OptiTech Automation handles it securely on the Trader's behalf. To exercise your data rights, contact the Trader first.

The Trader (the trade business named on this booking page) is the Data Controller for your personal data collected through this booking. This means the Trader is responsible for how your data is used and for your data rights under UK law.

OptiTech Automation processes your personal data as a Data Processor on the Trader's behalf. OptiTech Automation processes your data only to provide the booking platform services — for example, to send you booking confirmations, share your appointment details with the attending tradesperson, and maintain your booking record.

Your payment card details are processed by Stripe, Inc. on behalf of the Trader. Neither OptiTech Automation nor the Trader stores your full card number. Stripe's privacy policy applies to your payment data and is available at stripe.com/gb/privacy.

Your appointment details and contact information are shared with the tradesperson assigned to your job solely for the purpose of completing your booking. The worker's app operates offline where signal is unavailable — in that case your contact details may be cached on the worker's device for a limited period to allow them to reach you.

Your data rights

You have the right to access, correct, erase, restrict, or receive a copy of your personal data. To exercise any of these rights, contact the Trader using the details in your booking confirmation. If you have a concern about how your data has been handled, you may also complain to the Information Commissioner's Office (ICO) at ico.org.uk or 0303 123 1113.

OptiTech Automation's Privacy Policy: optitechautomation.co.uk/privacy

11. General

Governing law: These terms are governed by the law of England and Wales. You may bring a claim in the courts of England and Wales.

Your statutory rights: Nothing in these terms removes or restricts any of your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the Consumer Protection from Unfair Trading Regulations 2008.

Severability: If any part of these terms is found to be unenforceable, the rest of the terms continue in full force.

Updates to these terms: If these terms are updated, the version that applies to your booking is the version that was in force when you made your booking. Any updates will be posted at optitechautomation.co.uk/terms/customer.

Language: These terms are written in English. All communications will be in English.

Platform queries: hello@optitechautomation.co.uk

Customer booking terms