Deposits and cancellations for UK trades
Plain English on taking a deposit, what you can keep if they cancel, and the cooling-off rules that catch people who book by phone. Not legal advice; useful before you invent a policy mid-call.
Updated 31 July 2026
Take a deposit that matches the job: a small booking fee for half-days, often 20–50% once materials are ordered, and staged payments for larger builds. Say what you keep if they cancel, and put it in writing. Phone and home bookings often carry a 14-day cooling-off right for consumers; tell them in writing, and get a clear request if they want work started early. This is practical guidance, not legal advice.
A plumber books a Friday cylinder swap, turns down two smaller jobs, and gets a text Thursday night: “Can we leave it for now?” No deposit, no written terms, awkward WhatsApp negotiation. The fix is boring and it works: a clear deposit, a clear cancel window, and the same script every time.
How much deposit should a trade take?
There is no single legal percentage. These are patterns that show up across UK domestic trade work:
Half-day / small attendance
Often £0, or a small booking fee
Card details or a £50 hold can be enough if no-shows are your problem.
Materials-heavy (boiler, bathroom suite, consumer unit)
Commonly 20–50% once the quote is accepted
Tie the deposit to ordering materials. Say what is refundable if they cancel before you order.
Larger builds / multi-week work
Staged payments beat one huge deposit
Deposit to book, stage on start, stage on second fix, balance on completion. Put dates and triggers in writing.
How does the 14-day cooling-off period work?
When a domestic customer books at a distance (phone, email, website) or away from your business premises (often their kitchen table), UK consumer rules frequently give them a 14-day cooling-off right. You are usually expected to tell them about it in writing. Miss that, and the cancel window can stretch.
If they want you to start inside those 14 days (common for urgent work), get a clear written request to start early. Then you can normally charge for what you have already done if they cancel. Emergency same-day work is exactly where people skip the paperwork and regret it later.
For the consumer-facing explanation, Citizens Advice is clearer than any trade Facebook argument. For a contract worth thousands, pay for proper terms once and reuse them.
What should you say about deposits on the phone?
“The deposit to book the week of the 14th is £X. That holds the diary and covers [materials / time].”
“If you cancel with more than [Y] days’ notice, you get £Z back. Inside that window I keep the deposit for the lost day unless I rebook it.”
“Because we agreed this on the phone, you may have a 14-day cooling-off right. I’ll put that in the email with the quote.”
Follow with a text or email that repeats the figure. Pair deposits with the habits in customer no-shows and the caution in quoting on the phone.
Missed enquiry calls never pay a deposit
Deposits protect diary time you already won. Graftline helps you win the call in the first place: answer when you are on the tools, take the details, send them to WhatsApp so you can quote and take the booking fee while the caller still cares.
£79.99/month after the trial · about £2.60 a day · No commitment · cancel anytime
Deposit questions
Is this legal advice?
No. This is a practical overview for busy trades. Consumer law has edges (especially around starting work during cooling-off). For a fight or a big contract, speak to a solicitor or check Citizens Advice / your trade association templates.
What is the 14-day cooling-off period?
For many distance contracts (phone, email, website) and off-premises contracts (agreed in the customer's home), UK consumers often have 14 days to cancel. You normally need to tell them about that right in writing. If you start work during the 14 days, get a clear written request to start early. Details matter; do not rely on this paragraph alone for a dispute.
Can I keep the whole deposit if they cancel?
Keeping money has to relate to real loss (materials ordered, diary you could not fill, reasonable admin). A huge deposit kept as a 'punishment' with no loss is the sort of term that gets challenged as unfair. Be specific in your T&Cs about what the deposit covers.
Cash deposits on the doorstep?
Receipt every time, with the amount, date, job address and both names. Prefer bank transfer or card so there is a trail. Doorstep cash arguments are miserable for everyone, especially weeks later when memories disagree about what was paid.