Refund & Cancellation Policy
Clear guidelines for refunds, cancellations, and service adjustments
This policy explains how refunds and cancellations work for our propane coordination services. We strive to provide clear, fair policies that protect both our customers and our ability to deliver exceptional service.
Full Refunds
Full refunds are available under the following circumstances:
Timely Cancellation
- Cancellation made at least 24 hours before scheduled service
- Cancellation before technician dispatch or equipment shipment
- Written cancellation confirmation received
Service Limitations
- We cannot complete service due to internal limitations
- Technical constraints prevent service delivery
- Geographic or logistical service restrictions
Equipment Issues
- Monitoring equipment cannot be activated at your property
- Technical incompatibility with existing systems
- Equipment failure before installation completion
Partial Refunds
Partial refunds apply when part of the service has already been completed:
Initial Coordination
- Rate comparison research completed
- Vendor communication and negotiation performed
- Initial setup and account configuration
Partial Service
- Partial inspection work completed
- Initial assessment and reporting done
- Partial monitoring setup completed
Scheduling Work
- Delivery coordination partially completed
- Vendor scheduling arrangements made
- Initial planning and logistics completed
Non-Refundable Situations
Refunds cannot be issued in the following circumstances:
Service Completion
- Technicians have been dispatched to location
- Safety inspections fully completed
- Monitoring equipment installed and activated
Subscription Services
- Monthly subscription fees for current billing cycle
- Annual service fees for activated period
- Monitoring service fees for active months
Vendor-Related Issues
- Propane delivery timing or quantity issues
- Vendor service quality or pricing changes
- Delivery scheduling preferences
Note on Subscriptions: Monthly subscription fees are non-refundable once the billing cycle begins, but customers can cancel anytime to stop future charges from the next billing period.
Delivery-Related Issues
Delivery timing, quantity, or quality issues must be handled directly with the propane vendor. We assist with communication and coordination between you and the vendor but do not process refunds for vendor-related delivery issues.
Our Support Role
- Facilitate communication with the vendor
- Help resolve delivery scheduling conflicts
- Assist with service quality concerns
- Coordinate issue resolution between parties
Refund Process & Timeline
Refund Request Submission
Submit refund request via email or customer portal with service details
Request Review
Our team reviews the request within 24 hours of submission
Decision Notification
You receive notification of the refund decision via email
Refund Processing
Approved refunds are processed within 3–5 business days
Funds Return
Refunds appear on your original payment method within 5–10 business days
Important Information
- Refunds are issued to the original payment method only
- Processing times may vary depending on your financial institution
- Service credits may be offered as an alternative to cash refunds
- Documentation may be required for refund verification
For fastest processing, please include your service reference number in all refund requests.