Refund Policy

FlowRight Tankless — Refund & Cancellation Policy

Last updated: October 14, 2025

This Refund & Cancellation Policy applies to services booked through flowrighttankless.com or directly with FlowRight Tankless (“we,” “us,” “our”). We are a mobile service with no physical location. We provide in-person service only within Utah County and the corridor between Utah County and Salt Lake City, Utah.

How to reach us:

Email: Dillon@flowrighttankless.com | Phone: +1 (801) 210-0418

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1) Scope

This policy covers service appointments (e.g., tankless water heater flushing, maintenance, light repairs) and any related parts we provide during service. It does not limit your rights under applicable law.

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2) Cancellations & rescheduling

• Free window: You may cancel or reschedule up to 24 hours before your appointment window at no charge.

• Late cancellation (<24h): If a technician has been scheduled or dispatched, a $49 late-cancellation/dispatch fee applies to cover travel/scheduling costs.

• No-show: If we arrive and an adult (18+) is not available to provide access, or the site is not accessible/safe, we may assess an $89 no-show fee.

• Weather/safety: If severe weather or safety conditions require cancellation, fees are waived and we will reschedule.

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3) Dispatch / diagnostic minimum

When a technician is sent, a $49 dispatch/diagnostic minimum applies if (a) you decline work on arrival, or (b) work cannot proceed due to pre-existing conditions (e.g., code violations, inoperable shut-offs, hazardous wiring, active leaks, inaccessible equipment). This minimum may be credited toward the approved service if you proceed.

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4) Refunds for services

• Work not performed: If you paid in advance and we did not perform the service, you will receive a full refund, less any disclosed special-order parts already purchased for you (see §6).

• Partial performance / unable to complete: If service cannot be completed due to pre-existing conditions or site constraints outside our control, we will refund the unused portion of labor minus the $49 dispatch/diagnostic minimum and the cost of any parts already installed or ordered.

• Dissatisfaction / workmanship issues: See §5 for our workmanship guarantee and remedies.

• Exclusions: Refunds do not cover consequential damages (e.g., loss of use), pre-existing failures revealed by service, or manufacturer defects (covered under manufacturer warranties in §6).

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5) Workmanship guarantee (labor)

We warrant our workmanship for 30 days from the service date for the specific task performed.

Remedy order: (1) diagnose; (2) re-perform/repair at no charge; (3) if unresolved after a reasonable attempt, a pro-rated labor refund for the affected service line.

This guarantee does not cover: normal wear, misuse, neglect, code changes, unrelated systems, or new failures caused by pre-existing deterioration (e.g., brittle valves that fail when operated).

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6) Parts, special orders & returns

• Manufacturer warranties: Any parts/equipment are covered by the manufacturer’s warranty. We’ll help you submit claims, but final decisions are the manufacturer’s.

• Special-order parts: Once a special-order part is ordered for your job, it becomes non-cancelable and non-returnable (or per the supplier’s terms). Deposits for special-order parts are non-refundable once ordered.

• Stock parts: Unused, unopened stock parts may be returned within 14 days subject to a 15% restocking fee, less shipping/handling, provided packaging is intact and resaleable. Installed or used parts are not returnable.

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7) Job documentation & proof of completion (important)

To verify service completion, quality, safety, and warranty eligibility, we collect on-site documentation, which may include:

• Before/after photos or short videos of the equipment and immediate work area

• System readings/test results, serial/model numbers, and error codes

• Technician notes, timestamps, geotags, and customer confirmation (when applicable)

Privacy note: We focus photos on the equipment/work area only and avoid capturing unrelated personal items. Documentation is retained and protected per our Privacy Policy.

Refund ineligibility when we have proof:

• **Claims that a job was “not done” or “not completed” are not eligible for a refund when our job records provide reasonable proof of completion (e.g., time-stamped photos/videos, readings, and notes matching the work order).

• This does not remove your workmanship rights in §5. If there is a workmanship issue (e.g., a defect in the labor), our remedy is to re-perform/repair first; if unresolved after a reasonable attempt, we may issue a pro-rated labor refund for that specific issue.

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8) How to request a refund

Email Dillon@flowrighttankless.com or call +1 (801) 210-0418 with:

• Your name, service address, and best contact number

• Appointment date/time and a brief description of the issue

• Photos/video if relevant (e.g., leaks, error codes)

Timeline: We acknowledge your request within 2 business days and aim to determine eligibility within 5 business days. We may schedule an on-site inspection within our service area to evaluate.

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9) Refund method & timing

Approved refunds are issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card issuer.

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10) Chargebacks & dispute resolution

If you’re unhappy, please contact us first—we can usually resolve issues quickly. Unwarranted chargebacks may delay resolution; we reserve the right to contest chargebacks with our documentation. This policy is governed by Utah law. (See our Terms & Conditions for venue and dispute process.)

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11) Non-refundable items & fees

• Dispatch/diagnostic minimum: $49 once a tech is sent

• No-show fee: $89 if no access upon arrival

• Special-order parts: Non-refundable once ordered

• Permits, disposal, and shipping/handling (if applicable): non-refundable once incurred

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12) Policy updates

We may update this policy periodically. The “Last updated” date reflects the latest revision.

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13) Contact

FlowRight Tankless (mobile service — no physical location)