Quick rules
- Cancellation timing is based on 48 business hours before your installation starts.
- All cancellation and reschedule requests must be sent in writing (text or email).
- Refunds (if any) are processed within 30 days of finalizing documented costs.
- Weather delays are rescheduled at no charge.
Reminder: For definitions and details on notice timing, see policies. Written notices sent outside business hours are treated as received at 8:00 AM CT on the next business day. Please confirm receipt.
Cancel more than 48 business hours before the start
If you cancel more than 48 business hours before the installation start:
- Minimum cancellation fee: 15% of the total project cost.
- Refund (if any): amounts paid in excess of documented actual costs after applying the 15% cancellation fee.
We will document the costs already incurred for your project (see below for examples).
Cancel within 48 business hours or after start
If you cancel within 48 business hours of the installation start or after work has started:
- You forfeit your deposit.
- You are responsible for documented actual costs incurred to date.
- If documented costs exceed your deposit, you must pay the difference.
If you request it, we can provide an itemized statement of documented costs.
What counts as documented actual costs
Documented actual costs may include (when applicable):
- Non-refundable supplier charges
- Materials purchased or delivered that cannot be returned
- Reasonable mobilization and preparation costs already incurred
We do not “guess” costs. We calculate them based on what actually happened for your project.
Refund timing
If a refund is due after we finalize documented costs, it will be processed within 30 days after the final calculation.
Rescheduling rules
- You may reschedule up to two (2) times without penalty if your written notice is received at least 48 business hours before the installation start.
- Additional reschedules require management approval and may require an additional deposit or fee.
- If rescheduling triggers non-refundable supplier charges, the client is responsible for them.
- Weather delays: rescheduled at no charge.
Written notice and notice timing
All cancellation and reschedule requests must be submitted in writing (text or email).
- Notices sent outside business hours are treated as received on the next business day at 8:00 AM CT.
- The client is responsible for confirming receipt.
See policies for definitions and details on notice timing. Written notices sent outside business hours are treated as received at 8:00 AM CT on the next business day. Please confirm receipt.
Materials delivered and cancellation after delivery
If materials are delivered or unloaded at the project site, title and risk of loss transfer to the client upon delivery or unloading.
If you cancel after materials have been delivered:
- You are responsible for those materials.
- If you want materials removed, you must pay the quoted removal fee before work begins.
We will try to stop or redirect deliveries when possible, but we are not liable if a supplier refuses or is unable to stop delivery.
What this policy does not cover
This policy covers cancellations, rescheduling, refunds, notice timing, and delivered materials. It does not replace other policies:
- Deposit tiers and payment timing: see Deposits & Payments Policy.
- Warranty rules and defect reporting: see Warranties Policy.
- Scope changes and change orders: see Change Orders & Scope Policy.
- Project-day expectations (arrival windows, access, multi-day work, etc.): see Project Guidelines Policy.
For site-wide definitions and notice timing rules, see /policies/.
Definitions and site-wide rules
M-F 9am to 5pm. Written notices sent outside business hours are treated as received at 8:00 AM CT on the next business day. Please confirm receipt.