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Refund Policy
Last updated: December 2024
Fair Refund Promise: We stand behind our work and want you to be completely satisfied with our restoration services. This policy explains when and how refunds are processed.
Refund Eligibility
Full Refund Scenarios
100% refund available in these situations:
- Service cancellation before work begins (minus assessment fee)
- We determine equipment is unrepairable before starting restoration
- We cannot source required parts within 60 days
- Equipment is damaged due to our negligence or error
- Service does not meet agreed-upon specifications
Partial Refund Scenarios
Prorated refunds apply when:
- Customer cancels after work has begun
- Project scope changes significantly during restoration
- Equipment failure occurs during repair due to age-related issues
- Customer requests return of unfinished equipment
Refund Timeline and Process
| Service Stage |
Refund Amount |
Processing Time |
| Quote stage (before work) |
100% minus assessment fee ($75) |
3-5 business days |
| Work in progress |
Remaining balance minus completed work |
5-7 business days |
| Work completed |
Based on warranty terms only |
7-10 business days |
| Equipment shipped back |
No refund (work complete) |
N/A |
How to Request a Refund
Step-by-Step Process
- Contact us immediately if you have concerns about your service
- Provide your service order number and detailed reason for refund request
- Allow 48 hours for our team to review your case
- Receive written confirmation of refund approval and amount
- Return shipping arranged if equipment needs to be returned
- Refund processed to original payment method
Required Information
- Service order number or customer reference
- Contact information (name, email, phone)
- Detailed explanation of the issue or concern
- Photos or documentation if applicable
- Preferred refund method (if different from original payment)
Non-Refundable Fees
Assessment and Diagnostic Fees
The following fees are generally non-refundable:
- Initial assessment fee: $75 (applied to final cost if work proceeds)
- Diagnostic time: Minimum 1 hour labor charge
- Shipping costs: Customer shipping to our facility
- Parts already ordered: Custom or special-ordered components
Completed Work
- Successfully completed repairs (covered by warranty instead)
- Custom modifications or upgrades that function as specified
- Documentation and consultation services
Warranty vs. Refund
When Work is Complete
Once your restoration is complete and equipment is returned, our 90-day warranty covers any issues with our work:
- Warranty covers: Defects in workmanship, installed part failures
- Warranty process: Free repair or replacement of defective work
- Refunds after completion: Only if warranty repair is not possible
Special Circumstances
Equipment Damage
If equipment is damaged due to:
- Our error: Full refund plus compensation for equipment value
- Shipping damage: Insurance claim process initiated
- Age-related failure: Prorated refund based on work completed
- Hidden defects: Case-by-case evaluation for refund eligibility
Rush Service
- Rush service fees are refundable if we cannot meet promised timeline
- Standard timeline applies if customer cancels rush service
- Partial rush fee refund if delivery is delayed but within original estimate
Refund Methods
Payment Method Refunds
- Credit cards: Refunded to original card (5-10 business days)
- Bank transfers: Direct deposit to provided account
- Check payments: Company check issued within 10 days
- Cash payments: Check issued for security reasons
Processing Fees
Credit card processing fees (2.9%) are deducted from refunds unless the refund is due to our error.
Dispute Resolution
If You're Not Satisfied
We want to resolve any issues fairly and quickly:
- Direct discussion with your service technician
- Escalation to management if needed
- Third-party mediation for complex disputes
- Provincial consumer protection as final recourse
Consumer Protection Rights
This policy is in addition to your rights under Canadian consumer protection laws. You may be entitled to additional remedies under provincial legislation.
Canadian Consumer Rights
- Right to goods and services that meet reasonable quality standards
- Right to clear and accurate information about services
- Right to fair treatment and reasonable problem resolution
- Right to privacy and confidentiality
Contact for Refunds
To request a refund or discuss concerns:
Emergency contact: Available 24/7 for urgent issues related to shipping or equipment damage.
Policy Updates
This refund policy may be updated periodically to reflect changes in our services or legal requirements. Customers will be notified of material changes that affect existing service orders.
Effective Date: This policy applies to all services ordered after December 1, 2024.