Builders · Cancelling

Cancellation rules for builders

This is one of the easiest ways for a builder to lose money without realising it. The fix is a short, standard piece of paperwork.

Information, not legal advice. This guide explains official rules in plain words for England, with links to the sources. Rules change and every job is different, so check the source or get advice for your situation. Last checked 24 October 2026.

When the rules apply

The Consumer Contracts Regulations 2013 apply to contracts with consumers. An off-premises contract includes one agreed at the customer's home, away from your business premises (reg. 5). Distance contracts, made by phone or online without meeting, are covered too (CCR). The information rules do not apply to off-premises contracts where the customer pays £42 or less (reg. 7). Contracts to build new buildings, or substantially new buildings by conversion, are excluded (reg. 6).

What you must do

• Give the cancellation information before the contract is made, including the 14-day right and a cancellation form. For most off-premises contracts, failing to give notice of the right to cancel is a criminal offence (reg. 19).
• Do not start within the 14 days unless the customer expressly asks you to. For off-premises contracts, that request must be on a durable medium, such as paper or email (reg. 36).

What happens if they cancel

For services, the 14 days run from the day after the contract is made (reg. 30). If the customer asked you to start early and then cancels, they pay a proportionate amount for what you supplied before they told you (reg. 36).

But if you did not give the cancellation information, or the customer did not make the express request, they pay nothing for the work done in the cancellation period (reg. 36). And if you never give the information, the cancellation period can run for up to 12 months longer (reg. 31).

Exceptions

• Goods made to the customer's specification (reg. 28).
• Urgent repairs or maintenance the customer asked you to visit for. Extra services or goods you sell on that visit are still covered (reg. 28).

A simple routine

1. Hand over or email the cancellation notice and form with every contract agreed off your premises.
2. If the customer wants you to start within 14 days, get their request in writing or by email.
3. Keep copies of both.

Citizens Advice explains the same rules from the customer's side (Citizens Advice).