Refund Policy
Sphike Refunds, Cancellations & Returns Policy
Last updated: 22 September 2026
1. About This Policy
This Refunds, Cancellations & Returns Policy explains how refunds, cancellations and returns operate when using the Sphike mobile application, website and related services (together, the "Sphike Platform").
Sphike is operated by:
SPHIKE Ltd.
Company number: 16719704
Registered office: Suite RA01, 195-197 Wood Street, London, E17 3NU
Email: [email protected]
("Sphike", "we", "us" or "our").
This Policy should be read alongside the Sphike Terms & Conditions and Sphike Privacy Policy.
2. Sphike's Role
Sphike is a construction marketplace and introduction service.
Sphike helps customers identify and connect with contractors based on information such as the customer's job or requirements, type of service required, location, contractor availability, contractor service area and estimated pricing.
Sphike's role is to facilitate an introduction between the customer and contractor.
Unless expressly stated otherwise, Sphike is not the contractor or supplier providing the underlying construction services, materials, waste removal, plant, equipment, haulage or other services.
3. Sphike Is Currently Free
Sphike is currently provided to users free of charge.
Sphike does not currently charge users a subscription fee for ordinary use of the Platform.
Sphike also does not currently take payment for work performed by contractors, collect deposits on behalf of contractors, hold customer funds, operate an escrow service, pay contractors on behalf of customers or process refunds relating to contracts between customers and contractors.
Because Sphike does not currently take payment from users for its ordinary Platform service, there will normally be no payment to Sphike to refund.
4. Contracts With Contractors
Following an introduction through Sphike, the customer and contractor decide independently whether they wish to proceed with each other.
Any contract for the underlying work, services, materials, plant, equipment, waste removal, haulage or other construction-related service is agreed directly between the customer and contractor outside Sphike.
Sphike is not a party to that contract.
The customer and contractor are responsible for agreeing the final scope of work, final price, deposits, payment terms, start and completion dates, materials, delivery or collection, cancellation arrangements, refund arrangements, returns, warranties and any other contractual terms.
5. Contractor Estimates
Prices provided by contractors through Sphike are estimates unless expressly stated otherwise.
The final price charged by a contractor may differ from an estimate because of matters including site conditions, site inspections, access, quantities, changes to the work, waste type or classification, material requirements, plant requirements, delivery requirements or other information identified after the initial estimate.
The customer and contractor are responsible for agreeing the final price before work proceeds.
Sphike does not currently process the final contract or payment and may therefore not know the final amount agreed or paid.
6. Refunds for Contractor Services
Because payment for contractor services is made directly between the customer and contractor, any request for a refund relating to those services must normally be made directly to the contractor.
This may include disputes concerning deposits, cancelled work, work not carried out, delayed work, defective work, incorrect materials, incorrect quantities, overpayments or other amounts paid directly to a contractor.
Whether a refund is due will depend on the agreement between the customer and contractor and any applicable statutory rights.
Sphike does not currently hold or control money paid to contractors and therefore cannot ordinarily issue a refund of money paid directly to a contractor.
7. Consumer Rights
Consumers may have statutory rights when purchasing goods or services from a trader.
Nothing in this Policy or the Sphike Terms & Conditions is intended to exclude, restrict or replace rights that a consumer has under applicable UK law.
Depending on the circumstances, consumer rights may apply to matters including services not performed with reasonable care and skill, goods that are faulty or not as described, services not provided as agreed, repeat performance, price reductions, refunds, cancellation rights and other statutory remedies.
The exact rights available will depend on the nature of the transaction and the circumstances in which the customer and contractor entered into their contract.
Where the underlying contract is with an independent contractor, responsibility for complying with applicable consumer law rests with that contractor.
8. Cancellation of Contractor Services
Cancellation of a job or service arranged following an introduction through Sphike is a matter between the customer and contractor.
Customers should check the contractor's cancellation terms before entering into a contract or making a payment.
Depending on the circumstances, a contractor may have agreed terms covering cancellation deadlines, deposits, non-refundable costs, materials already ordered, work already performed, plant or equipment already booked, delivery costs and other costs resulting from cancellation.
Any such terms remain subject to applicable law, including consumer law where relevant.
9. Consumer Cancellation Rights
Where a consumer enters into a contract with a contractor remotely or away from the contractor's business premises, statutory cancellation rights may apply in some circumstances.
Whether a cancellation period applies, how long it lasts, and whether an exception applies will depend upon the particular contract and circumstances.
Different rules may apply where the consumer expressly asks for services to begin during a statutory cancellation period, services have already been fully performed, goods are made to the customer's specification, goods are personalised, goods are liable to deteriorate rapidly or another statutory exception applies.
The contractor is responsible for providing consumers with legally required information concerning cancellation rights where those rights apply.
Nothing in this Policy limits any statutory cancellation rights.
10. Returns of Goods or Materials
Sphike does not currently sell goods or construction materials to customers.
Where a customer purchases aggregates, materials, equipment or other goods from a contractor or supplier introduced through Sphike, the sale is between the customer and that contractor or supplier.
Any return must therefore be arranged directly with the relevant supplier.
The right to return goods and obtain a refund or replacement will depend upon whether the customer is acting as a consumer or business, the type of goods, whether the goods are faulty, whether they match their description, whether they were supplied in the correct quantity, whether they were made or ordered to a particular specification, the supplier's contractual terms and applicable statutory rights.
Sphike cannot accept physical goods or materials for return because Sphike did not supply those goods.
11. Plant and Equipment Hire
Where Sphike introduces a customer to a contractor or supplier providing plant or equipment, the hire contract is entered into directly between those parties.
Cancellation, refunds and charges relating to plant or equipment hire are therefore governed by the agreement between the customer and supplier, subject to applicable law.
This may include charges relating to cancellation, delivery, collection, hire periods, operator costs, fuel, damage, breakdown and late return.
Sphike does not currently process payments or refunds relating to plant or equipment hire.
12. Waste Removal and Muckaway
Where Sphike introduces a customer to a contractor providing waste removal, grab hire, muckaway or related services, the service contract is entered into directly between the customer and contractor.
Any refund or cancellation request should therefore be made directly to that contractor.
Additional charges may potentially arise where circumstances differ from those originally described, for example because of incorrect waste classification, different quantities, contaminated waste, restricted site access, waiting time or other site-specific circumstances.
Any additional charge is a matter between the customer and contractor and must comply with their agreement and applicable law.
13. Aggregate and Material Deliveries
Where a customer purchases aggregates or other construction materials from a supplier introduced through Sphike, the purchase contract is between the customer and supplier.
Issues relating to incorrect materials, incorrect quantities, failed delivery, damaged goods, delivery cancellation, returns or refunds should therefore be raised directly with the supplier.
Applicable consumer rights remain unaffected.
14. Disputes Between Customers and Contractors
If a customer is dissatisfied with work, goods, materials or services supplied by a contractor, the customer should first contact the contractor directly.
Customers and contractors should make reasonable efforts to resolve disputes between themselves.
Where appropriate, Sphike may provide reasonable assistance relating to information held within the Platform or communications made through Sphike.
However, because Sphike is not a party to the underlying contract, does not currently process payment, does not hold customer funds and does not control the contractor's performance, Sphike cannot normally determine whether a customer is contractually entitled to a refund or compel a contractor to issue one.
Nothing in this section prevents a customer or contractor from exercising any contractual or statutory legal rights available to them.
15. Reporting a Problem to Sphike
Although Sphike does not normally process refunds relating to contractor services, we want to know about serious problems involving users of the Platform.
You may contact us if you believe a Sphike user has acted fraudulently, deliberately provided misleading information, misrepresented their identity or business, misused the Platform, seriously breached Sphike's Terms & Conditions or engaged in unlawful activity.
Reports can be sent to:
We may investigate Platform-related conduct and may restrict or suspend accounts where appropriate.
An investigation by Sphike does not replace any legal rights or remedies available to the parties.
16. Chargebacks and Payment Disputes
Because Sphike does not currently process payments between customers and contractors, Sphike cannot process a chargeback relating to a payment made directly to a contractor.
Where a customer paid a contractor using a bank, card provider or another payment service, any rights relating to payment disputes or chargebacks should be raised with the relevant contractor and, where appropriate, the customer's payment provider.
17. Future Paid Sphike Services
Sphike may introduce subscriptions, premium features or other paid Platform services in the future.
If this happens, the price and applicable cancellation, renewal and refund terms will be clearly provided before a user purchases the relevant service.
This Policy will be updated as necessary before or when such paid services are introduced.
The introduction of future paid services will not retrospectively create charges for use of Sphike that was provided free of charge.
18. Changes to This Policy
We may update this Refunds, Cancellations & Returns Policy as Sphike develops or where necessary to reflect changes in our services, business model or applicable law.
Where a material change affects users, we will provide any notice required by applicable law.
The latest version of this Policy will display the date on which it was last updated.
19. Contact Us
If you have questions about this Policy or Sphike's role in a transaction, contact:
SPHIKE Ltd.
Email: [email protected]
Registered office: Suite RA01, 195-197 Wood Street, London, E17 3NU
Company number: 16719704
Sphike — Construction Connected.