Our refund and change policy is short on legalese and biased toward making it right. Here’s the practical version.
Cancelling before install
See how to cancel a quote. The short version: free until materials are ordered for your specific job, partial refund after that, prorated if cancellation happens after the install starts.
Change orders (during or after install)
Anything that adds or removes scope vs the accepted quote is a change order. Mid-install, we write the change order on paper, you sign, and we proceed — or you decline and we wrap up the original scope. Post-install, a change order is a new quote.
If the install isn’t right
You see something wrong — flickering light, wrong charger model installed, scuffed paint. Tell us. The path:
- Message us in your portal or call — the same day if possible.
- We come back to fix it at no charge if the issue is our work, our parts, or our materials.
- If we caused damage to your home, we either fix it (paint touch-up, drywall repair) or pay for a contractor to do it.
This is covered by our 1-year workmanship warranty (see post-install support).
If you’re unhappy with the product itself
Products carry manufacturer warranties (typically 1–5 years). If the unit fails inside that window, we coordinate the warranty claim with the manufacturer at no labour charge to you. If the manufacturer wants the unit shipped back, we handle pickup and re-install.
Full refunds
Rare, but available when the work objectively didn’t meet the spec and a fix isn’t practical. Asked for in writing, reviewed by the owner, decision within 5 business days. We don’t gatekeep with surveys or hoop-jumping.
Disputes we can’t resolve
The Electrical Safety Authority can arbitrate on safety / code compliance issues. The Ministry of Public and Business Service Delivery handles general consumer complaints. We hope it never comes to that — in five years we’ve had zero cases that did.