Purpose and scope
This Refund Policy explains when and how refunds, credits, or make-up services are issued for home watch services provided by Vaulter Group Home Watch. It applies to all clients who pay for scheduled visits, recurring plans, deposits, or one-time inspections.
Definitions
- Client: the person or entity that contracted services.
- Service period: the prepaid timeframe covering scheduled visits (weekly, biweekly, monthly, etc.).
- Visit: a single scheduled home watch inspection.
- Deposit: advance payment used to reserve a start date or secure ongoing service.
- Pro rata refund: refund for the unused portion of prepaid services.
Refundable items and non refundable items
Refundable items
- Prepaid unused visits: pro rata refund or credit for future visits when services are cancelled in accordance with this policy.
- Duplicate payments or billing errors: full refund after verification.
- Provider cancellations: refund or credit for prepaid unused visits when the provider cancels for reasons other than client breach.
Non refundable items
- Administrative setup fees explicitly listed as non-refundable.
- Fees for visits already completed.
- Third party costs paid on the client's behalf (e.g., vendor repairs) unless those funds are recovered from the third party.
- Late cancellation penalties when the client fails to meet the notice requirement specified in the agreement.
Cancellations and missed visits
Client cancellations
- Notice requirement: written notice (email, client portal, or signed cancellation form) is required at least 14 days before the next scheduled visit unless the service agreement specifies a different period.
- If timely: client receives a pro rata refund or account credit for unused visits in the prepaid period, minus any clearly stated non-refundable fees.
- If late: provider may charge for the next scheduled visit; any remaining unused portion will be refunded pro rata.
Provider cancellations and failures to perform
- Provider cancellation: if the provider cancels for reasons other than client breach, the client receives a pro rata refund or an agreed credit for future service.
- Missed visit without notice: client is entitled to a make-up visit within 7 days or a credit/refund for the missed visit.
- Substandard service complaint: client must notify provider in writing within 48 hours of the last visit. Provider will investigate and may offer remediation, credit, or refund where appropriate.
Calculation method
- Pro rata basis: refunds for prepaid service periods are calculated by dividing the total prepaid fee by the number of scheduled visits in that period and refunding for unused visits.
- Deductions: outstanding balances, non-refundable fees, or recoverable third-party costs may be deducted from the refund.
How to request and timing
- Request method: clients must request refunds in writing via email or the client portal.
- Acknowledgement: provider will acknowledge receipt of a refund request within 7 business days.
- Completion: approved refunds will be issued within 14 business days to the original payment method unless otherwise agreed.
- Alternative arrangements: with client consent, refunds may be issued as account credits instead of returning funds to the original payment method.
Force majeure, disputes and policy changes
Force majeure and emergencies
No refund is required for cancellations or missed visits resulting from events beyond reasonable control (severe weather, natural disaster, government action) unless otherwise stated in the service agreement; provider will attempt to reschedule or offer alternative coverage where possible.
Disputes
Parties will first seek informal resolution. If unresolved, disputes will follow the dispute resolution process set out in the service agreement (mediation, arbitration, or court venue as agreed).
Contact Information
Vaulter Group Home Watch
Contact Email: [email protected]
Phone: 206-714-0279
Mailing Address: PO Box 2345, Everett WA 98213