Operating principle
The short version: if we didn't perform the work, you don't pay for it. If we did perform the work and you're not satisfied, we'd rather return and resolve it than refund and walk away.
Specifics for each scenario below.
Deposits
Most standard dispatches don't require a deposit — you pay on completion. Deposits may be requested in two cases:
- Special-order hardware: if you've requested a bracket or mount outside our truck stock, we may request a deposit equal to the hardware cost before ordering.
- Multi-room or scheduled dispatches: for installations spanning multiple rooms, commercial work, or bookings more than one month out, a deposit (typically 20%) may secure the slot.
Deposits credit toward the final invoice. They are refundable up to 48 hours before the dispatch window — after that, the deposit covers held hardware or the held slot.
Cancellation & rescheduling
You can cancel or reschedule at any time:
- ≥ 24 hours' notice: no charge. We move to the next available window.
- < 24 hours' notice: a $25 late-cancellation fee may apply to cover the held slot. Waived for first occurrence.
- No-show: if you are unreachable when we arrive within the booked window with no prior notice, a $35 missed-dispatch fee may apply before rebooking.
When we cancel
If we need to cancel — crew illness, severe weather, vehicle issue — you'll hear as soon as we know. Deposits refund in full and a priority slot is offered. We don't owe compensation for our cancellations, but we do owe advance notice before your day is built around our window.
On-site scope changes
If site conditions materially differ from intake, the crew lead stops and explains. You have three options:
- Accept the revised scope and continue with the work at the updated price.
- Modify the scope (substitute services within the budget) and proceed.
- Decline. No charge — the crew returns to base. Hardware deposits refund unless a special-order item has been opened.
Rework over refund
If you're unhappy with any aspect of the finished installation:
- Before we leave: tell the crew lead. Adjustments before we walk out the door are always free.
- Within 48 hours: tell us by email or phone. We return at the next route opening at no charge to address.
- Within 12 months: the workmanship warranty covers anything we installed that loosens, fails, or deteriorates under normal residential use. Full terms in Terms & Conditions.
If, after reasonable rework opportunity, you remain dissatisfied with workmanship attributable to us, we'll discuss a partial or full refund on the install portion of the invoice. Hardware costs (brackets, raceways, in-wall kits) are not refundable once installed.
Hardware refunds
Where we supply hardware as part of an install — brackets, raceways, kits — it's charged at retail with no markup. Once installed, it's a permanent fixture and non-refundable from us. If supplied hardware fails under its own manufacturer warranty, we'll help facilitate the manufacturer claim and re-install replacement hardware at no labor charge for the first occurrence.
How refunds are processed
Refunds use the same payment channel as the original transaction:
- Card payments — refunded to the same card within 3 – 5 business days; bank posting may add 2 – 3 days.
- Bank transfers — refunded by transfer to the originating account within 2 business days.
- Cash payments — refunded in person or by bank transfer, your choice.
Disputes
We prefer resolving refund and rework questions directly. If you'd rather escalate, your bank's standard card-dispute process is always available. We'd rather solve the underlying problem in person — but the formal route remains open to you.
Policy changes
Updates to refund protocol are posted here. The version live at the moment of your booking governs your dispatch — later or earlier revisions don't apply retroactively.
Contact
Refund or rework questions to control@mountpilot.online or +1 (555) 021-3344. The same crew lead who took your booking is who handles refund correspondence.