Effective Date: [Insert Date]
1. Introduction
Pro Prime Services and Solutions (“Company,” “we,” “us,” or “our”) provides administrative coordination, structured communication, and documentation services for clients managing relationships with their propane service providers. Our services are time-based and involve dedicated labor, expertise, and administrative resources.
This Refund Policy outlines the circumstances under which refunds may be issued. By engaging our services, you acknowledge and agree to the terms set forth below.
2. Nature of Services
Our services include but are not limited to:
- Initial consultation and account assessment
- Drafting and submitting letters of authorization
- Initiating and documenting communication with your propane provider
- Maintaining structured communication logs
- Scheduled follow-ups and escalation handling
- Multi-property coordination
All fees charged are for the time, expertise, and administrative effort expended, not for any specific outcome from third parties (e.g., propane providers, regulatory bodies, or other entities).
3. Payment Terms
Fees for services are typically collected as:
- One-time service fees
- Prepaid retainers
- Hourly or package-based billing
Payment is due prior to or upon commencement of services unless otherwise agreed in writing. All fees are considered earned upon performance of the associated work.
4. Refund Eligibility
4.1 Full Refund – No Work Commenced
If you have made a payment but no work has commenced, you may request a full refund within 7 days of payment. “Work commenced” is defined as:
- Completion of the initial consultation, or
- First communication made to your propane provider, or
- Creation of the first documented record on your behalf
4.2 Partial Refund – Unused Retainer or Package
If you have prepaid for a block of services or a retainer and decide to cancel before the full amount is utilized:
- You will be invoiced for all services rendered up to the cancellation date at our standard hourly or per-service rate
- Any remaining balance will be refunded within 14 business days
- No refund will be issued for services already performed
4.3 No Refund – Provider Outcomes
We do not guarantee the decisions, actions, response times, or outcomes of your propane provider or any other third party. Refunds will not be issued solely because a desired outcome (e.g., billing adjustment, service approval, or dispute resolution) was not achieved, provided we fulfilled our contracted administrative duties.
4.4 No Refund – Completed Services
Fees for services that have been fully rendered are non-refundable, including:
- Completed consultation sessions
- Documented communication and escalation work
- Multi-property coordination that has been initiated or executed
5. Cancellation of Services
You may cancel our services at any time by providing written notice via email or through our contact form.
Upon cancellation:
- You remain responsible for payment for all services rendered prior to the cancellation date
- Any prepaid, unused balance will be refunded within 14 business days
- Refunds will be issued using the original payment method whenever possible
We reserve the right to cancel services if:
- Authorization to communicate with your propane provider is revoked
- Fraudulent or abusive behavior is detected
- We are unable to perform services due to circumstances beyond our control
In such cases, refunds will be prorated based on work completed.
6. Non-Refundable Items
The following are strictly non-refundable:
- Fees for initial consultation if services proceeded beyond the consultation
- Fees for communication, documentation, or escalation work already completed
- Administrative fees for multi-property coordination that has been initiated
- Any third-party costs incurred on your behalf (e.g., postage, filing fees)
7. How to Request a Refund
To request a refund, please contact us using one of the following methods:
| Method | Details |
|---|---|
| Contact Form | [Insert Link to Contact Form] |
| [Insert Email Address] | |
| Phone | [Insert Phone Number] |
| [Insert Mailing Address] |
Please include:
- Full name and account email address
- Date of payment and amount paid
- Reason for refund request
We will review your request and respond within 7–10 business days.
8. Disputes and Chargebacks
If you believe there is an error in billing or that services were not rendered as agreed, please contact us before initiating a chargeback or dispute with your payment provider. We are committed to resolving disputes in good faith.
In the event of an unauthorized chargeback, we reserve the right to:
- Pursue collection of the original debt
- Recover associated fees incurred in dispute resolution
- Terminate any ongoing services
9. Amendments to This Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated effective date. Continued engagement of our services after changes constitutes acceptance of the revised policy.
10. Contact Information
For any questions regarding this Refund Policy or to request a refund:
Pro Prime Services and Solutions
Email: info@proprimeservicesandsolutions.com
Phone: (888) 327-1214