The principle
If we didn't do the work, you don't pay. If we did the work and you're not happy with it, we'd rather come back and fix it than refund and walk away.
Specifics below.
Deposits
Most standard same-day mounts don't require a deposit — you pay on completion, on site. Deposits may apply in two cases:
- Special-order hardware: if you've asked for a specific bracket outside our truck stock, we may collect a deposit equal to the hardware cost before ordering.
- Multi-room or scheduled bookings: for installations spanning multiple rooms, commercial work, or bookings more than two weeks out, a deposit (typically 20%) may secure the slot.
Deposits credit toward the final invoice. They're refundable up to 24 hours before the dispatch — after that, the deposit covers held hardware or held slot capacity.
Cancellation & rescheduling
- ≥ 12 hours' notice: no charge. Rebook into the next open slot.
- < 12 hours' notice: $25 late-cancellation fee may apply. Waived for first occurrence.
- No-show: $35 missed-dispatch fee may apply if you aren't reachable within the booked window with no prior notice.
When we cancel
If we have to cancel — crew illness, vehicle issue, severe weather — you hear as soon as we know. Deposits refund in full and a priority slot is offered. We don't owe compensation, but we do owe advance notice before your day is built around our window.
On-site scope changes
If site conditions materially differ from the intake, the crew stops and explains. You have three options:
- Accept the updated quote and continue.
- Modify the scope (e.g. swap concealment for a raceway) and proceed at a revised flat price.
- Decline. No charge — we return to base. Hardware deposits refund if no special-order item has been opened.
Rework before refund
If you're unhappy with any aspect of the finished install:
- Before we leave: tell the crew lead. Adjustments before we walk out the door are always free.
- Within 48 hours: tell us by text or email. We return at the next route opening at no charge.
- Within 12 months: the workmanship warranty covers anything we installed that loosens, fails, or visibly 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 of your home and non-refundable from us. If supplied hardware fails under its own manufacturer warranty, we help facilitate the claim and re-install replacement hardware at no labor charge for the first occurrence.
How refunds are processed
- Card payments — refunded to the same card within 3 – 5 business days. Bank posting may add 2 – 3 days.
- Bank transfers — refunded 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 open. We'd rather solve the underlying issue in person — but the formal route remains available to you.
Policy changes
Updates to this policy are posted here. The version live when you book governs your dispatch — earlier or later revisions don't apply retroactively.
Contact
Refund or rework questions: now@getmountvnow.online or +1 (555) 088-2240. The same crew lead who took your booking is who handles refund correspondence.