1Scope and definitions
1.1 What this covers. This policy is part of the Terms of Service between you and PrimeInstall LLC, doing business as FixItFast.NYC. Capitalized terms have the meanings given in the Terms. It applies to every booking for Work, whether a flat-price job paid at booking (a “Published Price Job”) or a custom job paid after you accept a written Quote.
1.2 The window. The “Window” is the arrival window you chose or we confirmed for your visit. “24 hours before the Window” means 24 hours before the start of the Window.
1.3 The stated fee. Where this policy refers to “the fee stated on your quote,” it means the late cancellation or no-access fee shown on your Quote, or for a Published Price Job, in the job description or at checkout before you paid. We will never charge a fee that was not shown to you before you committed, except as the law allows for amounts you separately agree to.
1.4 Order of precedence. If this policy conflicts with an accepted Quote, the Quote controls as to the price and the stated fee. This policy otherwise controls as to cancellations and refunds.
2Rescheduling and cancelling
2.1 Free change. You may reschedule or cancel a booking at no charge if you tell us at least 24 hours before the Window, using your account dashboard or the contact form.
2.2 Prepaid flat-price jobs. If you paid for a Published Price Job at booking and cancel at least 24 hours before the Window, you will receive a full refund of the amount paid, including any taxes and surcharges shown at checkout.
2.3 Custom jobs and deposits. If you cancel a Quoted job at least 24 hours before the Window, any deposit you paid is refunded in full. A Quote that requires special-order materials may say so, and in that case materials already ordered for your job and that cannot be returned are described on the Quote, and only that cost, at our actual cost, may be kept.
2.4 If we reschedule. If we need to move your Window, for example because of a technician’s illness, weather, an emergency job or a building closure, we will offer you a new Window. If none works for you, you may cancel and receive a full refund of any amount paid for Work not performed, without a fee.
2.5 Emergency requests. For an emergency or after-hours request, once a technician is dispatched to your Property the cancellation or no-access fee stated on your Quote or shown before you paid may apply. In an emergency, call 911 first.
3Late cancellation and no-access
3.1 Late cancellation. If you cancel or reschedule less than 24 hours before the Window, we may charge the fee stated on your quote. If you prepaid, we will refund the amount paid less that fee. The fee reflects the time reserved, the cost of dispatching, and the lost opportunity to book another customer, and will not exceed the amount you paid or were quoted for the job.
3.2 No-access. A “no-access” occurs if our technician arrives within the Window and cannot start the Work because, for example, no one is present or reachable at the arranged time, the building will not admit the technician, a required building approval, certificate of insurance acceptance or elevator reservation was not in place, the work area is blocked or unsafe, or the Property cannot be entered. In that case we may charge the fee stated on your quote. The technician will wait a reasonable time and try to contact you before leaving.
3.3 Not your fault. We do not charge a late cancellation or no-access fee where the reason is outside your control and was reported promptly, such as a documented medical emergency, a building outage, or an emergency closure, or where we were late or failed to arrive. Tell us through the contact form and we will review it in good faith.
3.4 Unsafe or unsuitable conditions. If the technician cannot do the Work safely or lawfully because of conditions at the Property, such as a wall that cannot safely bear the load, hazardous wiring, asbestos suspicion, aggressive animals, or an unsafe environment, the technician may stop and explain. Where the conditions were not disclosed to us, we may charge the fee stated on your quote. Otherwise we will refund the portion of the Work not performed.
4Changes found on site
4.1 Approval before extra work. If conditions on site differ materially from what was described, such as wall type, a missing electrical box, or code issues, the technician will explain the difference and any added cost. We will not perform extra work until you approve the added cost in writing in the App.
4.2 Declining. You may decline the extra work, or cancel the extra work, without penalty beyond what is stated in Section 3.4. You will receive a refund of the portions of the Work that were not performed. For a Published Price Job, where the published job cannot be done as described, we will refund the unperformed portion of the published price.
4.3 Work already performed. Work that was completed with your approval before the change is not refunded unless it is covered by Section 6.
5How refunds are paid
5.1 Original payment method. Refunds are issued to the original payment method through Stripe. We do not issue refunds in cash or to a different card, unless the original method is no longer available, in which case we will arrange another method with you.
5.2 Timing. We will start a refund within 5 business days after we approve it. Your bank or card issuer controls how long it takes to appear on your statement, which is commonly 5 to 10 business days and sometimes longer.
5.3 Partial refunds. Where a refund is partial, we will show you how the amount was calculated, including any fee stated on your quote and any portion of the Work performed.
5.4 Taxes. Where we refund the price of Work that was not performed, we refund the related sales tax.
5.5 Chargebacks. Please contact us before filing a dispute with your card issuer so we can fix the problem. A refund already issued will be taken into account in any dispute.
6Workmanship issues
6.1 Report within 30 days. If you believe our Work was not performed in a workmanlike manner or as described in the Quote, report it through your dashboard or the contact form within 30 days after the Work was completed, with photographs if you can.
6.2 What we will do. We will review the report promptly, and if the issue is a defect in our workmanship, we will return to correct it at no charge, or if we cannot correct it, refund the affected portion of the price. We schedule corrective visits at a time that works for you.
6.3 What is not covered. This commitment does not cover damage or failures caused by misuse, changes made by others after the visit, customer-supplied equipment that was defective or not rated for the use, pre-existing conditions, normal wear, or manufacturer defects, which are covered by the manufacturer’s warranty. It does not limit any statutory right you have.
6.4 Property damage. Report damage caused during a visit as described in Section 11.2 of the Terms.
6.5 Safety issues. If you think our Work created a safety hazard, such as a smell of gas, sparking, a leak, or overheating, treat it as an emergency, turn off the relevant supply if it is safe to do so, call 911 or your utility, and then tell us.
7Statutory cancellation rights
7.1 Honored. Where a law gives you a right to cancel a contract, we honor it. For example, certain home solicitation sales made at your home or away from our place of business may carry a right to cancel within three business days. If this applies to your contract, the Quote or notice we give you will tell you how to cancel.
7.2 Effect of the statutory right. A statutory right to cancel is in addition to this policy and is not reduced by it. If you cancel under such a right, we will refund the amounts the law requires within the time it requires. If you ask us to start Work during a cancellation period, any amounts the law allows us to retain for Work performed will be explained to you before you agree.
7.3 Booking online. A contract you make by booking through our Site for Work that you request us to perform is generally not a home solicitation sale. This policy still applies.
8How to make a request
8.1 Dashboard. Signed-in customers can reschedule or cancel from the booking in the account dashboard.
8.2 Contact form. Guests and anyone who needs help can use the contact form and give the booking reference, the name and email used for the booking, and what you need. The time we receive your request is the time of cancellation.
8.3 Response. We will reply to confirm a cancellation or reschedule, and if a fee or refund applies, we will state the amount. If you disagree with a decision, you may reply with more information, and we will review it. Disputes are subject to Section 16 of the Terms.