Refund Policy

Last Updated: November 6, 2024

Paul's Repair Plumbing & Heating is committed to providing quality septic tank pumping and plumbing services. This Refund Policy outlines our guidelines for refunds, cancellations, and service adjustments.

General Refund Policy

We stand behind the quality of our work and are committed to customer satisfaction. While septic and plumbing services are typically completed successfully, we understand that situations may arise where adjustments are necessary.

Service-Specific Refund Policies

Septic Tank Pumping

Septic tank pumping services are considered complete when the tank has been properly emptied and the work area has been cleaned. Refunds for septic pumping are available in the following circumstances:

• Service was not completed as agreed due to equipment failure on our part
• Significant work was performed that did not address the stated problem
• Damage was caused to customer property by our technicians
• Billing errors or duplicate charges

Plumbing Repairs and Installation

For plumbing repairs and installations, we offer a 30-day workmanship guarantee. If issues arise from our work within 30 days due to our workmanship, we will return to correct the issue at no charge.

System Inspections

Inspection fees are non-refundable once the inspection has been performed. If we are unable to access the system due to circumstances beyond our control, we will reschedule the service at no additional charge.

Emergency Services

Emergency Service Refunds

Emergency services are provided to resolve urgent situations. Refunds for emergency services are limited to situations where:

• The service was not completed due to our equipment or scheduling issues
• Charges were incorrectly applied for emergency service rates
• The emergency was not properly assessed or addressed

Cancellation Policy

Customer Cancellations

You may cancel or reschedule your service appointment with at least 24 hours notice without any charges. Cancellations made with less than 24 hours notice may be subject to:

• A service trip charge to cover our preparation and travel time
• Loss of scheduled time slot
• Potential delay in rescheduling your service

Company Cancellations

We reserve the right to cancel or reschedule service due to:

• Equipment failure or maintenance needs
• Extreme weather conditions that make service unsafe
• Safety concerns at the service location
• Emergency situations requiring immediate attention elsewhere

In these cases, we will reschedule your service at the earliest available time at no additional charge.

Refund Process

How to Request a Refund

To request a refund, please contact us within 30 days of the service date:

• Call us at (308) 284-0945
• Email us at allysoncraig@prpumpingtank.com
• Provide your service date, invoice number, and detailed explanation
• Include any relevant documentation or photos

Review Process

We will review your refund request within 3-5 business days. Our review process includes:

• Review of service records and documentation
• Assessment of the reported issue
• Communication with the technician who performed the service
• Determination of appropriate resolution

Refund Timeline

If your refund request is approved, refunds will be processed within 5-10 business days:

• Credit Card Payments: Refunded to the original credit card
• Cash Payments: Check issued and mailed to the service address
• Check Payments: Stop payment on original check and new check issued

Partial Refunds and Credits

In some cases, partial refunds or service credits may be appropriate:

• Services that were partially completed
• Travel charges for services that could not be performed
• Future service credits for scheduling issues
• Adjustment for additional work performed without prior authorization

Limitations and Exclusions

Services Not Eligible for Refund

Refunds are not available for:

• Services that were completed as agreed and are functioning properly
• Issues that arise from normal wear and tear
• Problems caused by customer neglect or misuse
• Third-party damage or interference
• Issues related to outdated or failing systems beyond our control

Access and Site Conditions

If we are unable to access your property or septic system due to:

• Inadequate access for our equipment
• Obstructions or safety hazards
• Weather conditions making service unsafe
• Unmarked underground utilities

Travel charges may apply, and refunds will not be provided for time spent attempting to access the service area.

Dispute Resolution

Customer Satisfaction Guarantee

If you are not satisfied with our service, we encourage you to contact us directly first. Most issues can be resolved quickly through direct communication. We are committed to making things right when we fall short of your expectations.

Mediation and Arbitration

If we cannot resolve a refund dispute through direct communication, we are open to mediation or binding arbitration through a neutral third party. This alternative dispute resolution process is often faster and less expensive than court proceedings.

Policy Updates

We may update this Refund Policy from time to time. Changes will be posted on our website with an updated effective date. For services scheduled after the policy update, the new terms will apply.

Contact Us

If you have questions about this Refund Policy or need to discuss a service issue, please contact us: