Effective Date: January 1, 2024
Last Updated: January 1, 2024
1. Hold Fee Policy
Important: Hold Fees Apply as Credit
Hold fees apply as credit toward the final invoice total if service is completed. Same-day requests subject to availability.
Hold Fee Structure:
- Standard Hold Fee: $25 (for appointments scheduled in advance)
- Same-Day Hold Fee: $35 (for same-day service requests)
- Credit Application: Hold fees are automatically applied as credit toward your final invoice
- No Additional Cost: If your service total is less than the hold fee, you only pay the difference
2. Cancellation Timeframes
24+ Hours Notice
- ✅ Full refund of hold fees
- ✅ No cancellation penalty
- ✅ Easy rescheduling available
Less than 24 Hours
- ⚠️ Hold fee retained as credit
- ⚠️ Credit valid for 30 days
- ⚠️ Can be applied to future services
No-Shows & Same-Day Cancellations
- ❌ Hold fee forfeited (no refund or credit)
- ❌ Appointment slot lost
- ❌ May affect future booking priority
3. Rescheduling Policy
- Free Rescheduling: Available with 24+ hours notice
- Short Notice Rescheduling: Subject to availability; hold fee may be retained as credit
- Weather/Emergency Rescheduling: No penalty; full refund or free rescheduling
- Our Cancellations: Full refund and priority rebooking if we need to cancel
4. Service Refunds
Full Service Refunds:
- Service not performed due to our inability to complete the work
- Major service defects reported within 24 hours
- Safety concerns preventing service completion
Partial Refunds:
- Service partially completed due to unforeseen circumstances
- Customer satisfaction issues resolved through partial credit
- Material costs refunded if materials not used
No Refunds:
- Services completed as agreed
- Customer changes mind after service completion
- Issues caused by customer's failure to disclose relevant information
- Normal wear and tear or pre-existing conditions
5. Credit Terms
- Validity Period: Service credits are valid for 30 days from issue date
- Transferability: Credits are non-transferable and tied to the customer account
- Application: Credits automatically apply to future invoices
- Expiration: Unused credits expire after 30 days with no extension
6. Refund Processing
- Processing Time: Refunds processed within 3-5 business days
- Method: Refunds issued to original payment method
- Stripe Payments: Online payments refunded through Stripe (may take 5-10 business days to appear)
- Cash/Check: Refunds issued by check within 7 business days
7. How to Cancel or Request Refund
Required Information:
- Your name and contact information
- Service date and type
- Reason for cancellation or refund request
- Preferred resolution (refund, credit, or reschedule)
8. Dispute Resolution
If you're not satisfied with our refund decision, please contact us directly to discuss your concerns. We're committed to fair resolution of all customer issues and will work with you to find an appropriate solution.