At Custom Tub & Tile Refinishing, we stand behind the quality of our work and are committed to customer satisfaction. This Refund Policy outlines our policies regarding refunds, warranties, and satisfaction guarantees for our refinishing services.
1. Our Satisfaction Guarantee
We guarantee your satisfaction with our refinishing services. If you are not completely satisfied with the quality of our work, we will make every effort to resolve the issue to your satisfaction at no additional cost to you.
2. Service Completion and Payment
- Payment is due upon completion and your approval of the work
- You have the right to inspect the work before making final payment
- Any concerns must be addressed before final payment is made
- Once payment is made and you sign off on the work, the service is considered accepted
3. Warranty Coverage
All refinishing work comes with our comprehensive 5-year warranty covering:
- Peeling, chipping, or flaking of the refinished surface
- Defects in materials or workmanship
- Premature wear under normal household use
- Color fading or discoloration (excluding normal aging)
Warranty Repair Process
- Contact us immediately when you notice a warranty issue
- We will inspect the work within 5 business days
- Covered issues will be repaired at no cost to you
- Warranty repairs extend the original warranty period
4. Refund Eligibility
Full or partial refunds may be considered in the following circumstances:
Before Service Begins
- Cancellation with 24+ hours notice: Full refund of any deposit paid
- Cancellation with less than 24 hours notice: 50% refund of deposit
- Same-day cancellation: No refund, but may reschedule once
During Service
- Discovery of conditions that make refinishing inadvisable
- Customer request to stop work due to unforeseen circumstances
- Weather or emergency situations preventing completion
After Service Completion
Refunds after completion are rare but may be considered for:
- Significant defects that cannot be repaired
- Work that materially deviates from the agreed specification
- Safety issues caused by our workmanship
5. Non-Refundable Situations
Refunds will not be provided for:
- Customer dissatisfaction with color choice after approval
- Normal wear and tear over time
- Damage from improper care or cleaning products
- Issues arising from pre-existing structural problems
- Customer-caused damage after completion
- Changes in customer preferences after work is completed
6. Refund Request Process
To request a refund:
- Contact us within 30 days of service completion
- Provide detailed description of the issue
- Allow us to inspect the work and attempt resolution
- Submit any supporting documentation or photos
- Work with us in good faith to resolve the issue
7. Refund Processing
- Approved refunds will be processed within 10 business days
- Refunds will be issued to the original payment method
- Processing fees or administrative costs may be deducted
- Partial refunds may be offered for partial completion of work
8. Dispute Resolution
If we cannot reach a satisfactory resolution:
- We encourage open communication to resolve issues
- Mediation through a neutral third party may be considered
- Final disputes may be resolved through binding arbitration
- Kansas state laws govern all refund disputes
9. Material Deposits
For custom color matching or special materials:
- Material deposits are non-refundable once materials are ordered
- Custom-mixed materials cannot be returned or exchanged
- Standard materials may be refundable if unused and returnable
10. Emergency Service Calls
- Emergency service calls have a minimum charge
- If no work is performed due to customer error, minimum charges apply
- Diagnostic fees may be charged for assessment visits
11. Customer Care Commitment
Our goal is your complete satisfaction. We will:
- Communicate clearly about expectations and timelines
- Address concerns promptly and professionally
- Stand behind our work with comprehensive warranties
- Work with you to find mutually acceptable solutions
12. Contact Information
For refund requests or warranty claims, contact us:
13. Policy Changes
We reserve the right to modify this Refund Policy at any time. Changes will be posted on our website and will apply to services performed after the change date. This policy supplements our Terms of Service and Warranty information.