Reno's Money Back Guarantee

Our mission is to create easy to use tools to help people avoid the many painful pitfalls commonly experienced during home renovations...

We believe the key to avoiding these horrors, and achieving a stress-free renovation completed on time and on budget, is creating a shared understanding of the work to be done between you and your trades.

Reno allows you to do just that, build a detailed, well informed design and plan that gets you and your trades on the same page and provides all the details needed to cost and plan the job effectively from the start. Allowing you to get the result you want, first time, with no rework and no overspend.

We're so confident it works, that if it doesn't work for you we'll give you your Reno app fee back, no questions asked!

Refund Criteria

To be eligible for a refund, you need to have met the following criteria before work started on the job:

Any rework or overspend that the refund request is based on must be due to something foreseeable / avoidable that could have been reasonably specified / known / decided up front, and therefore Reno could/should have prevented.

Our money back guarantee is valid for the full 12 months of your paid project subscription from the day you sign up. If your project looks likely to extend past the initial paid period, you can renew your subscription to extend your cover. If you extend your project before your initial 12 months expires, your guarantee cover also extends to include the additional period. If your subscription has expired, we are unable to offer you a refund.

Exclusions

Refund requests will not be considered for rework or overspend caused by changes in requirements after the brief and quote was accepted, unforeseeable issues, poor quality workmanship or accidents/mistakes made by you or your trade*.

Here are some examples of scenarios that are not covered:

Example 1: Half way through the job, you decide you want a freestanding bath instead of the built-in bath that you specified in your brief. The freestanding bath and its fittings cost more and take longer to install, and the built-in bath you originally chose is already on site and you've missed the returns date, causing you to go over budget.

Example 2: When stripping a room back to brick your trade discovers rotten joists that need to be replaced before the planned work can continue, causing delays.

Example 3: Your trade surface mounts your new pipework even though it was specified clearly in your brief that all pipes should be channelled into the walls. So the work has to be redone (at no cost to you as your brief was clear) which delays your project.

* Reno does not take responsibility for the quality of work done by the trade you select. You should take great care to thoroughly research and vet your trade and verify they have suitable qualifications, skills and experience for the job and that they have all appropriate insurances in place.

Learn how to find good trades for your project and how to work with your trades, in our help and advice articles.

How to request a refund

To request a refund, please email refund@renovatewithreno.co.uk with a link to your brief, details of the foreseeable / avoidable issue(s) you experienced, and the rework / overspend it resulted in.

When your request is received, we will send you an email to notify you that we have received your request and let you know of any questions we have or additional information we need to process your request.

When we have received all the information we need, we will let you know within 2 working days if your refund request has been approved as it meets the criteria, or rejected. If your request is rejected, we will provide information about why it does not meet the criteria.

If you are approved, your refund will be processed immediately and a credit will be made to your original payment method and you will be informed of when you can expect the money to reach your account.