How we think about refunds
The short version: if we didn't do the work, you don't pay for it. If we did the work and you're not happy with it, we'd rather come back and fix it than send your money back and walk away.
Below is the longer version — the specific situations where deposits, payments, and refunds apply.
Deposits
For most standard residential jobs we don't take a deposit — you pay on completion, on site. Deposits may be requested in two specific scenarios:
- Special-order hardware: if you've asked us to source a specific bracket or mount that isn't part of our normal truck stock, we may collect a deposit equal to the cost of that hardware before ordering.
- Larger or scheduled jobs: for multi-room installs, commercial work, or jobs booked more than a month in advance, we may collect a small deposit (typically 20%) to confirm the booking.
Deposits are credited toward the final invoice on completion. They are refundable up to 48 hours before the booked appointment — after that, the deposit covers the hardware ordered and the slot held.
Cancelling or rescheduling
You can cancel or reschedule a booking at any time. We don't charge a fee if you give us at least 24 hours' notice.
- More than 24 hours' notice: no charge. We rebook into the next open slot.
- Less than 24 hours' notice: we may charge a $25 late-cancellation fee to cover the slot held. Waived on the first occurrence, generally.
- No-show: if you aren't reachable when we arrive within the booked window and you haven't notified us, we may charge a $35 missed-appointment fee before rebooking.
When we cancel
If we have to cancel — for crew illness, severe weather, vehicle issue — we'll let you know as soon as we know. Any deposit is refunded in full, and we'll offer the next available priority slot. We don't owe you "compensation" for our cancellation, but we do owe you a heads-up before your day is built around our window.
When the on-site quote differs
If our crew arrives and discovers that on-site conditions are materially different from what was scoped — a wall material you didn't know about, an inaccessible cable path, an unexpected mount type — they will stop and explain. You then have three options:
- Accept the updated quote and continue with the work.
- Modify the scope (for example, swap in-wall concealment for a surface raceway) and we provide a revised flat price.
- Decline and reschedule or cancel. No charge — we drive back to base. Hardware-cost deposits are still refundable if no special-order item has been opened.
If you're not happy with the finished job
This is the situation where we lead with rework, not refunds. If you're unhappy with any aspect of the installation when we finish:
- Tell us before we leave. If something looks off, we fix it on the spot — adjustments before we walk out the door are always free.
- Tell us within 48 hours. If you notice something later — the level is slightly off, a cable channel doesn't sit flush, a soundbar bracket needs to shift — we'll come back at the next route opening and resolve it at no charge.
- Workmanship covered for 12 months. Anything we installed that loosens, fails, or visibly deteriorates within 12 months of installation, under normal residential use, we return and fix for free. The full terms are in our Terms & Conditions.
If, after a reasonable opportunity to rework, you're still not satisfied with our work — and the issue clearly stems from our workmanship — we'll discuss a partial or full refund on the install portion of the invoice. Hardware costs (mounts, brackets, raceways, in-wall kits) are not refundable once installed.
Hardware refunds
Where we supply hardware as part of the install — brackets, mounts, raceways, in-wall kits — those items are charged at retail (no markup). Once installed, they become part of your home and are non-refundable from us. If a piece of 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 issued
Refunds are issued via the same method as the original payment:
- Card payments are refunded to the same card within 3–5 business days. Your bank's posting time may add 2–3 days.
- Bank transfers are refunded by transfer to the originating account within 2 business days of the agreement.
- Cash payments are refunded in cash, in person, or by bank transfer if you prefer — your choice.
If something goes wrong with a refund
We aim to resolve refund and rework questions directly. If you'd rather escalate, you can dispute a card charge through your bank's standard dispute process. We prefer the direct conversation because we can usually fix the underlying issue — but the formal channel is always open to you.
Changes to this policy
If we update our refund approach, we'll post the revised policy here. The version live on this page at the moment of your booking governs your booking — earlier or later revisions don't apply retroactively.
Contact
For questions about a specific booking, refund, or rework, email hello@localmounting.online or call (555) 014-7766. The same person who took your original booking is who handles refund conversations — there's no separate department to chase.