Can I cancel a builder? Your 14-day cooling-off rights explained (2026)

When you get 14 days to cancel

You normally get a 14-day cooling-off period if you agreed the work anywhere other than the trader's own premises: at your home, on your doorstep, at your workplace, or by phone, email or online. It applies whether it's a builder, a decorator, a roofer or a window company.

For work (a service), the 14 days usually starts the day after you give the go-ahead. If the deal is mainly for goods being delivered, it runs from the day after delivery.

The trader has to give you information about your right to cancel, including a cancellation form. If they don't, the cooling-off period is extended: it ends 14 days after they do give you the information, up to a maximum of a year.

When the cooling-off period doesn't apply

If you agreed the job at the trader's showroom or office, there's no automatic 14-day right to cancel. You'd be relying on the terms of the contract instead.

Made-to-measure items are normally excluded once they're ordered. Citizens Advice gives examples like made-to-measure windows, curtains or a conservatory. Some firms offer a short cancellation window anyway, so check the paperwork.

Urgent repairs you asked for are also excluded, such as calling a plumber out to fix a burst pipe. You can't cancel an emergency repair once it's been done.

If the work has already started

If the trader hasn't started, you can cancel within the 14 days and get all your money back, including any deposit.

If you asked them to start during the cooling-off period, and they gave you the cancellation information, you can still cancel, but you'll have to pay for the work done up to that point. Traders are supposed to get that request from you in writing.

If the builder started during the cooling-off period without your approval, Citizens Advice says you have the right to cancel and get a full refund.

How to cancel, and what happens next

Tell the trader clearly that you're cancelling, within the 14 days, ideally by email or letter so you have a record. You can use the cancellation form they gave you or Citizens Advice's template letter. If you cancel by phone, follow it up in writing and note who you spoke to.

For services, the trader should refund you without undue delay, and within 14 days of you telling them you're cancelling. If the job cost more than £100 and no more than £30,000 and you paid any of it by credit card, Section 75 of the Consumer Credit Act may let you claim from the card provider if the trader won't refund.

Outside the 14 days, you can usually still cancel, but you may have to pay for work done, materials ordered and possibly the trader's losses, depending on the contract. Talk to the trader first, and if you're stuck, the Citizens Advice consumer helpline is free on 0808 223 1133.

If you're a trade: whenever you agree a job in a customer's home or remotely, give them the cancellation information and a form in writing, and get a written request if they want you to start inside the 14 days. If you skip it, the customer may be able to cancel months later, and you may not be able to charge for work you've already done.

If you agree a job with a trade you found on Rank My Builder, the same rules apply, because the contract is between you and the trade. You can post a job free and up to 5 local trades can quote. We're new and only match jobs in Nottingham, Derby and Leicester for now.

FAQs

Useful official links

Check these yourself — logos on a van are not the same as being on the register.

• Citizens Advice — cancelling building or decorating work
• Citizens Advice — template letter to cancel
• legislation.gov.uk — Consumer Contracts Regulations 2013