Our Commitment to Fair Service
We believe in providing excellent service and standing behind our work. This refund policy ensures fair treatment for both customers and our business, with clear guidelines for when refunds apply.
1. Overview
WallsTechTV is committed to customer satisfaction and fair business practices. This refund policy outlines the circumstances under which refunds are provided and the process for requesting them. We aim to resolve issues through repair or service correction whenever possible, but understand that refunds may sometimes be appropriate.
2. When Refunds Apply
Full Refunds
You are entitled to a full refund in these situations:
- Service Not Performed: If we cannot complete the agreed repair service
- Unrepairable Determination: If we determine your TV cannot be repaired cost-effectively after taking payment
- Service Cancellation: If you cancel before any work begins (no diagnostic fee applies)
- Major Service Failure: If we fail to provide the agreed service despite multiple attempts
- Damage During Service: If we cause damage to your TV during the repair process
Partial Refunds
Partial refunds may be provided when:
- Incomplete Repair: If only part of the agreed repair is completed
- Service Delays: Significant delays beyond our control that affect your satisfaction
- Parts Issues: If installed parts don't meet expected quality standards
- Mutual Agreement: When both parties agree a partial refund is appropriate
3. When Refunds Do Not Apply
Refunds are generally not provided in these circumstances:
Completed Successful Repairs
- Repair was completed successfully and TV functions as agreed
- Customer changes mind after successful repair completion
- Customer decides to upgrade to new TV after repair is done
Customer-Related Issues
- Damage caused by customer after repair completion
- New problems unrelated to the original repair
- Customer-requested modifications that don't work as expected
- Issues arising from customer misuse or accidents
Diagnostic and Assessment Fees
- $35 diagnostic fee when customer chooses not to proceed with repair
- Time spent on assessment and problem identification
- Parts ordered specifically for your repair (unless defective)
4. Refund Process and Timeline
How to Request a Refund
To request a refund:
- Contact Us: Call (207) 990-3344 or email kingmyers@wallstechtv.com
- Explain the Issue: Describe why you believe a refund is appropriate
- Provide Documentation: Include service receipt and any relevant photos or information
- Allow Review Time: We'll review your request within 2-3 business days
- Resolution: We'll contact you with our decision and next steps
Refund Timeline
- Request Review: 2-3 business days
- Decision Communication: Within 5 business days of request
- Refund Processing: 5-10 business days after approval
- Credit Card Refunds: May take additional 3-5 days to appear on statement
5. Refund Methods
Refunds will be processed using the same payment method used for the original service:
Credit Card Payments
Refunded to the original credit card. Processing time: 5-10 business days.
Cash Payments
Refunded in cash or check at customer preference. Available immediately upon approval.
Check Payments
Refunded by business check. Processing time: 3-5 business days.
Payment Plans
Refunds adjusted based on payments made. Remaining balance cancelled.
6. Warranty vs. Refund
It's important to understand the difference between warranty service and refunds:
Warranty Service (Preferred Solution)
When the same problem returns within our 90-day warranty period:
- Free re-service to fix the original problem
- No additional charges for labor or parts
- Maintains your warranty coverage
- Usually the fastest resolution
Refund (When Repair Isn't Possible)
When warranty service cannot resolve the issue:
- Full or partial refund as appropriate
- Ends our service relationship for that repair
- May require return of replaced parts
- Customer responsible for any new issues
7. Special Circumstances
Emergency Service Refunds
Emergency service fees are refundable only if:
- We fail to provide the promised emergency response time
- Emergency service was not actually needed (our error in classification)
- We cannot complete any repair work despite emergency response
Parts and Components
For parts-related refunds:
- Defective parts are fully refundable including labor
- Custom-ordered parts may not be refundable if not defective
- Used parts removed during repair typically cannot be returned
- Parts warranty claims handled separately from service refunds
8. Dispute Resolution
If you disagree with our refund decision:
- Direct Discussion: Speak with the owner/manager to review your case
- Written Appeal: Submit a written explanation of why you believe a refund is warranted
- Third-Party Review: We may agree to independent technical assessment
- Legal Resolution: Disputes may be resolved through appropriate legal channels
9. Customer Responsibilities
To be eligible for refunds, customers must:
- Request refunds within 30 days of service completion
- Provide honest and accurate information about the issue
- Allow reasonable opportunity for us to correct problems
- Return any parts or components if requested
- Cooperate with our review and assessment process
10. Contact Information
For refund requests or questions about this policy:
Our Promise
We're committed to fair treatment and customer satisfaction. While we hope every repair meets your expectations, we understand that sometimes refunds are the right solution. We'll always handle refund requests honestly and promptly.