GUILDED LLC (“we,” “our,” “us”) is committed to ensuring your satisfaction with all services provided. This Refund Policy explains the circumstances under which we offer refunds, how to request a refund, and the timeline for processing.
1. Overview
- Refunds are issued at the sole discretion of GUILDED LLC and in accordance with this policy.
- This policy applies to all service fees, parts charges, deposits, and any associated administrative fees paid for air conditioning repair, maintenance, or installation.
2. Eligibility for Refunds
2.1. Canceled Services (Prior to Work Commencing)
- Standard Repair & Maintenance Appointments
- If you cancel a scheduled service appointment at least 24 hours before the technician’s arrival (residential) or 48 hours before for commercial accounts, any prepaid fees or deposits (if taken) will be refunded in full, less any processing fees (if applicable).
- Emergency Repair Dispatches
- If you cancel an emergency service call before a technician leaves our facility or within 15 minutes of scheduling, you will receive a full refund of all service fees paid. If the technician is already en route or on-site, the standard “Emergency Service Charge” (see Section 3.2) applies and will be retained.
2.2. Post-Service Refunds
- Unsatisfactory Workmanship or Service Defect
- If you believe the work performed was not completed to the standards outlined in our “Service Warranty & Guarantee,” please contact us within 7 days of service completion. We will investigate and, if the service defect is confirmed, offer one of the following, at our discretion:
- A full or partial refund of labor charges; or
- A no-cost return visit to correct the issue.
- If you believe the work performed was not completed to the standards outlined in our “Service Warranty & Guarantee,” please contact us within 7 days of service completion. We will investigate and, if the service defect is confirmed, offer one of the following, at our discretion:
- Overpayment or Duplicate Charges
- In the event of an administrative error (e.g., double billing, incorrect parts pricing), we will issue a refund within 14 business days after verifying the discrepancy.
3. Non-Refundable Items
- Cryptographic/Credit Card Processing Fees
- Any transaction fees levied by credit card networks, banks, or third-party payment processors (e.g., 2–3% merchant fees) are non-refundable.
- Used or Installed Parts
- Parts that have been installed, modified, or otherwise used cannot be returned or refunded unless covered by the manufacturer’s parts warranty (handled separately).
- Emergency Service “No-Show” Fees
- If you cancel after the technician has arrived at your location or fails to appear for a scheduled appointment without 24-hour notice (residential) or 48-hour notice (commercial), a minimum no-show fee of $150 (residential) or 50% of the quoted labor cost (commercial) will be retained; any remaining balance will be refunded.
- Diagnostic Fees
- In cases where a diagnosis was performed on-site but no repair work was authorized, the diagnostic fee is non-refundable.
4. Refund Process
- Submit a Refund Request
- Email us at [email protected] with the following details:
- Your full name and service address
- Date of service or appointment
- Invoice or work order number
- Reason for refund request (e.g., cancellation, workmanship concern, overcharge)
- Preferred refund method (credit card reversal, check, electronic transfer)
- Email us at [email protected] with the following details:
- Review & Verification
- Our Billing Department will acknowledge receipt within 1–2 business days and may request additional documentation (e.g., photos, parts tags, technician notes) to verify eligibility.
- Approval or Denial
- Once verification is complete (typically within 7 business days), we will notify you of approval or denial. If approved, we will indicate the refund amount and the date it will be issued. If denied, we will provide a clear explanation.
- Issuance of Refund
- Approved refunds will be processed within 14 business days of approval. Refunds are issued via the original payment method whenever possible. If the original payment method is unavailable (e.g., lost credit card), we will issue a check or arrange an electronic funds transfer.
5. Refund Timeline Example
| Step | Timeframe |
|---|---|
| Customer Submits Request | Day 0 |
| Acknowledgment & Documentation | Within 1–2 business days (Day 1–2) |
| Verification & Decision | Within 7 business days (Day 2–9) |
| Refund Processing (if approved) | Within 14 business days after approval (Day 9–23) |
| Funds Available to Customer | Varies by bank/processor (usually 3–7 days after processing) |
6. Partial Refunds & Credits
- In some cases (e.g., mid-job cancellations, parts ordered but not installed), we may issue a partial refund or credit to your account instead of a full refund. Any credit will remain valid for 12 months from the date of issuance and can be applied toward future services.
7. Exceptions & Dispute Resolution
- Manufacturer Defects
- If a failure or defect is due to a manufacturer’s part under warranty, the refund or replacement is handled through the part manufacturer rather than directly through GUILDED LLC.
- Disputes
- Any refund-related dispute not resolved through our Billing Department may be escalated to arbitration under the “Governing Law & Dispute Resolution” terms in our Terms and Conditions.
8. Contact Information
For all refund inquiries or to initiate a claim, please contact:
GUILDED LLC – Billing Department
631 Northwest 32nd Street
Cape Coral, FL 33993
Phone: +1 786-781-6625 (Mon–Fri, 8:00 a.m. – 5:00 p.m. ET)
Email: [email protected]
Effective Date: March 18, 2025
Last Reviewed: March 18, 2025
GUILDED LLC reserves the right to modify this Refund Policy at any time. Any material changes will be communicated via our website or email to affected customers.