Refund policy

1. Start with a phone call

If you are unhappy with work we did, call or text 912-210-4901 before anything else. The great majority of problems are solved by sending the technician back out, and that is both faster and better for you than a refund. We would rather fix the system than argue about the invoice.

2. Workmanship

If a repair or installation fails because of how we performed it, we will return and correct it at no additional charge. If we cannot correct it, we will refund what you paid for that portion of the work. This applies to our labor; the equipment itself is covered by the manufacturer’s warranty.

3. A repair that did not solve the problem

Diagnosis on a complex system is not always a single answer, and occasionally a failed part hides a second one behind it. If the symptom we were called for returns and the cause turns out to be the same component we repaired, we return at no charge. If the cause is a genuinely different failure, we quote that separately and will apply the earlier diagnostic fee toward it where it makes sense.

4. Diagnostic and trip charges

A diagnostic visit is paid for the technician’s time and expertise, and it is earned once the diagnosis is performed and explained to you, whether or not you proceed with the repair. Where we proceed to the repair on the same visit, the diagnostic charge is credited toward the repair as stated in your quote. A diagnostic fee is refunded in full if we could not determine the problem at all.

5. Maintenance plans

• Monthly plans can be cancelled at any time before the next billing date. We do not bill you again after that, and we do not charge a cancellation fee.
• Annual prepaid plans are refunded for the unused portion of the plan year, calculated from the visits remaining. If you have already used both visits for the year, the plan has been delivered and no refund is due.
• Discounts already used — such as the 15% repair discount or an included dryer vent cleaning — are deducted from a refund at their stated value.
• If you sell the house, tell us. We would rather transfer the remaining plan to the new owner, who inherits a documented system, than refund it.

6. Deposits on replacement systems

A deposit reserves equipment and schedules the installation crew. Before we order equipment, a deposit is fully refundable. Once equipment has been ordered, we refund the deposit less any restocking or shipping cost the supplier charges us, and we will show you that cost. Once installation has begun, the work completed is billable.

7. Duct and dryer vent cleaning

These are labor services, completed and documented with before-and-after photos. If the photographs do not show the work was done properly, we return and redo it. If our inspection concludes your ducts do not need cleaning, we tell you and you owe nothing for the inspection during any period it is advertised as free.

8. What is not refundable

• Work performed correctly and in full that you later decided you did not want.
• Damage caused by power events, storms, flooding, pests, neglect, tampering, or work performed on the system by someone else after our visit.
• Equipment covered by a manufacturer warranty claim, which is settled through the manufacturer rather than by us refunding the equipment price.
• Georgia Power rebates or other third-party incentives, which are issued and governed by those parties, not by us.

9. How refunds are issued

Approved refunds go back to the original payment method where possible, and by check where it is not. We process them within ten business days of agreeing the amount; your bank or card issuer may take a few days more to post it. Financed work is credited through the lender.

10. Asking for a refund

Call or text 912-210-4901, or email office@ontimeairhvac.com with your invoice number, the date of the visit and what went wrong. We will reply during business hours and tell you plainly what we can do.