Refund & Cancellation Policy

1. Overview

Because septic services involve physical labor, disposal fees, and on-site work, refund eligibility depends on when the service is cancelled and whether the work has already been performed. Our general principles are:

• Before service begins: You may cancel free of charge with reasonable notice. Any deposit is fully refundable.
• After we arrive but before work begins: A trip fee may apply to cover the cost of dispatching a technician and equipment to your property.
• After service is performed: Refunds are generally not available for completed services, except where the service was defective or not performed as agreed.
• Defective workmanship: If we performed work that was defective, we will return and fix it at no charge under our 30-day workmanship guarantee. If a fix is not possible, we will issue an appropriate refund.

Nothing in this policy limits any rights you may have under California law, including the Consumer Legal Remedies Act, the Song-Beverly Consumer Warranty Act, and other applicable consumer protection statutes.

2. Estimates & Quotes

Estimates and quotes are provided free of charge, in writing or over the phone, and do not create a binding obligation on either party.

• Phone and online estimates are based on information you provide and may be adjusted if on-site conditions differ materially.
• On-site estimates are firm for 30 days from the date they are issued, provided the scope of work does not change.
• If we discover conditions that materially increase the cost (hidden damage, unexpected access issues, hazardous materials, etc.), we will stop, explain the situation, and give you a revised quote before proceeding. You are never obligated to accept a revised quote.

3. Cancellations & Rescheduling

We understand that plans change. Our cancellation terms are:

• More than 24 hours before your scheduled window: Free cancellation and free rescheduling. No fees, no questions asked.
• Less than 24 hours before your scheduled window: A $75 late cancellation fee may apply to cover lost route time. Rescheduling within this window is free if you book a new appointment at the time of cancellation.
• After the technician arrives: If you cancel after our technician has arrived at your property, a $100 trip fee applies. This fee covers the cost of dispatching a truck and crew to your address.
• Emergency service dispatch: Once a technician has been dispatched for an emergency call, cancellation is not available. If you cancel after dispatch, the emergency dispatch fee applies.

Cancellation fees may be waived at our discretion in cases of documented emergencies, severe weather, or other circumstances beyond your reasonable control.

4. Deposits

We do not require deposits for standard residential services. This includes:

• Routine septic tank pumping
• Standard septic inspections
• Routine repairs
• Emergency service calls

For certain commercial projects, multi-property accounts, or specialized work involving significant material costs, we may request a deposit. When a deposit is required:

• The deposit amount and its purpose are disclosed in writing before you pay it.
• The deposit is fully refundable if you cancel before materials are ordered or work begins.
• If you cancel after materials have been ordered, the deposit is refundable minus the documented cost of non-returnable materials.
• Upon completion of the work, the deposit is credited toward the final invoice.

5. Refunds for Completed Services

Because most septic services are performed on-site and involve immediate physical work and disposal costs, refunds for completed services are limited. However, we take quality seriously and stand behind our work.

When Refunds Are Available

• Service not performed as agreed: If we performed a service that materially differed from what was quoted and approved, we will make it right or issue a partial or full refund.
• Defective workmanship: If our work was defective and cannot be corrected within our 30-day guarantee, we will issue an appropriate refund.
• Billing errors: If you were charged more than the confirmed price, we will refund the difference immediately.
• Duplicate charges: If you were charged twice for the same service, we will refund the duplicate charge in full.

When Refunds Are Not Available

• Service was performed correctly and as quoted, but you changed your mind afterward.
• New problems arose that are unrelated to the service we performed.
• Pre-existing conditions that were disclosed to you before service.
• Damage caused by misuse, neglect, third parties, or acts of nature after service.
• You authorized the work verbally or in writing, and the work was completed correctly.

6. Emergency Service

Emergency septic service involves dispatching a technician outside of normal business hours, often at significant cost to us in overtime labor and standby time. Because of this:

• Before dispatch: If you cancel before a technician is dispatched, no charges apply.
• After dispatch: Once a technician is dispatched, the emergency dispatch fee is non-refundable, even if you cancel or resolve the situation before we arrive.
• After arrival: If our technician arrives and the emergency has resolved itself (or you decline service), the emergency dispatch fee plus any after-hours surcharge applies.
• Emergency repairs: Once emergency work has been performed, standard completed-service terms apply (see Section 5).

All emergency fees and surcharges are disclosed on the phone before dispatch — never after.

7. Repairs & Parts

Repair work combines labor (which we control) with parts (which we purchase on your behalf). Refund terms differ for each:

Labor

• Labor is covered by our 30-day workmanship guarantee. If a repair we performed fails within 30 days due to our workmanship, we will return and correct it at no additional labor charge.
• If we cannot correct a defective repair, we will refund the labor portion of the invoice.

Parts

• Parts carry the manufacturer's warranty, which we pass through to you in full.
• If a part fails within its manufacturer warranty period, we will facilitate the warranty claim on your behalf at no additional labor cost, provided the failure is not caused by misuse or third-party interference.
• Parts that have been installed are generally not refundable in cash — they are replaced under warranty instead.
• Special-order parts that have not been installed may be refundable minus a restocking fee charged by our supplier.

8. Inspections & Reports

Septic inspections are information-based services. Once a written report has been delivered, the service is considered fully performed. Because the value of the inspection lies in the report itself, and because our technicians have already spent the labor to produce it:

• Before the inspection is performed: Full refund available with standard cancellation notice.
• After the inspection is performed but before the report is delivered: 50% refund, as the on-site work has already been completed.
• After the written report is delivered: No refund, as the service is fully performed.
• If the report contains errors: We will correct the report at no charge. If a correction is not possible, we will issue an appropriate partial refund.

9. Maintenance Plans

Our annual and bi-annual maintenance plans provide scheduled service at a discounted rate. Refund terms for plans are:

• Within 30 days of enrollment, before any service has been performed: Full refund.
• After service has been performed under the plan: No refund for the plan year in which service was rendered. The value of the service performed typically exceeds the plan cost.
• Partial year cancellation: If you cancel mid-year after service was performed, remaining benefits are forfeited but no additional charges apply.
• Plan auto-renewal: If you do not wish to renew, please notify us at least 30 days before your renewal date. Renewal charges can be refunded within 14 days of the renewal date if no service has yet been performed under the new plan year.
• Service not yet used: If you paid for a plan and no service has been performed, you may request a refund at any time before the first service visit.

10. Non-Refundable Items

The following items are non-refundable, regardless of circumstance:

• Disposal fees already paid to third-party treatment facilities on your behalf
• Permit fees paid to Riverside County, San Bernardino County, or other government agencies
• Emergency dispatch fees after a technician has been dispatched
• Late cancellation fees ($75) and after-arrival trip fees ($100)
• Special-order parts that cannot be returned to the supplier
• Third-party services we coordinate on your behalf (e.g., camera inspections, soil testing, hydro-excavation)
• Completed septic pumping services (the waste has been removed and disposed of)

11. How to Request a Refund

To request a refund, please contact us within 30 days of the service date or billing date, whichever is later. You may submit your request by:

• Phone: Call us at (951) 520-1020 during business hours (Mon–Fri 7 AM–6 PM, Sat 8 AM–4 PM)
• Email: Send a written request to [email protected]
• Mail: West-End Septic & Pumping, Attn: Billing Department, 8130 Aradia St, Corona, CA 92881

Please include the following in your request:

• Your full name and the service address
• Date of service and invoice number (if available)
• The reason for your refund request
• Supporting photos or documentation, if applicable
• Your preferred contact method for follow-up

We will acknowledge receipt of your request within 2 business days and complete our review within 10 business days. If we need additional information to evaluate your request, we will contact you directly.

12. Processing Times

Approved refunds are processed promptly. The time for the refund to appear in your account depends on the original payment method:

• Credit or debit card: 5–10 business days after we issue the refund, depending on your card issuer
• Check: 7–14 business days after approval, mailed to the address on file
• Cash payments: Refunded by check within 7 business days of approval
• ACH / Bank transfer (commercial accounts): 3–5 business days

We will notify you by email or phone once your refund has been issued, and provide a confirmation reference number for your records.

13. Billing Disputes

If you believe you have been billed incorrectly, please contact us before initiating a chargeback or dispute with your bank or credit card issuer. We resolve the overwhelming majority of billing concerns within one business day, and we want the chance to make things right directly.

• Contact us first: Call (951) 520-1020 or email [email protected]. We will review your invoice against our service records.
• If we made an error: We will correct it immediately, issuing a refund or credit as appropriate.
• If we did not make an error: We will explain the charge in detail, provide documentation (service report, manifest, or photos), and work with you to find a fair resolution.
• If a chargeback is filed: We will provide the bank or card issuer with documentation of the service performed and your authorization. Filing a chargeback for a legitimately performed service does not remove your obligation to pay for it.

We reserve the right to pursue collection of unpaid invoices in accordance with our Terms of Service.

14. How to Contact Us

For questions about this Refund & Cancellation Policy, or to submit a refund request, please contact us: