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At Calmflameglow, we are committed to delivering exceptional lawn care and greenery maintenance services that meet or exceed your expectations. This Return Policy outlines our approach to service satisfaction, refunds, and remedies when services do not meet our quality standards.
Because we provide services rather than physical products, traditional return policies do not apply. Instead, this policy explains how we address service-related concerns, our satisfaction guarantee, and the circumstances under which refunds or service credits may be issued.
We stand behind the quality of our work and are committed to your complete satisfaction. If you are not satisfied with any service we provide, we encourage you to contact us within seven days of service completion so we can address your concerns promptly.
Our satisfaction guarantee covers workmanship and adherence to agreed-upon service specifications. When you notify us of a concern, we will schedule a site visit to assess the situation and determine the appropriate remedy. In most cases, we will re-perform the service at no additional charge to bring it up to our quality standards.
To qualify for our satisfaction guarantee, you must notify us of any concerns within the specified timeframe and allow us reasonable opportunity to inspect the work and make corrections. The guarantee does not cover issues arising from factors beyond our control, such as extreme weather events, pest infestations, or failure to follow recommended maintenance instructions.
Refunds are considered on a case-by-case basis and are generally issued only when we are unable to remedy a service issue to your satisfaction. Circumstances that may warrant a refund include:
Failure to perform services as specified in your service agreement, despite reasonable attempts to correct the issue. This includes situations where we are unable to achieve the agreed-upon results or complete the work according to the contracted specifications.
Cancellation of services by Calmflameglow due to circumstances within our control, such as scheduling conflicts, equipment failures, or staffing issues. In such cases, any prepaid amounts will be refunded in full.
Services not performed due to our error or oversight. If we fail to complete scheduled services and the failure is attributable to our company, you will receive a full refund for the unperformed services.
Refunds are not available for services that have been completed according to specifications, even if you are dissatisfied with the natural results or outcomes that are inherent to lawn care and landscaping work. Living plants and grass respond to various environmental factors, and we cannot guarantee specific aesthetic outcomes beyond our professional execution of agreed-upon services.
Certain situations do not qualify for refunds under this policy:
Services completed according to the agreed specifications and industry standards, where dissatisfaction is based on subjective preferences or expectations that were not communicated during the planning phase.
Issues arising from factors beyond our control, including severe weather conditions, pest or disease problems, soil conditions not disclosed during initial assessment, or damage caused by third parties after service completion.
Failure to follow recommended aftercare instructions provided by our team. Many lawn care services require specific maintenance actions by the property owner to achieve optimal results, and we cannot be held responsible for outcomes when these instructions are not followed.
Changes in service requirements or scope after work has commenced. If you request modifications to the original service plan, additional charges may apply, and the original service fee remains non-refundable.
Cancellations made by the customer with less than 48 hours notice before the scheduled service date. Late cancellations may be subject to a cancellation fee as specified in your service agreement.
If you believe you are entitled to a refund under this policy, please contact us as soon as possible with details of your concern. Our process for handling refund requests includes:
Initial contact and documentation: Contact our customer service team to explain the issue and provide any relevant documentation, including photographs, service agreements, and correspondence related to the service in question.
Assessment and investigation: We will review your claim, which may include a site visit to inspect the work and assess the situation. Our team will investigate the circumstances and determine whether the issue falls within the scope of our refund policy.
Resolution proposal: Within 10 business days of receiving your refund request, we will provide a written response outlining our findings and proposed resolution. This may include a full or partial refund, service credit, or offer to re-perform the work.
Refund processing: If a refund is approved, it will be processed within 14 business days using the original payment method. Please note that depending on your financial institution, it may take additional time for the refund to appear in your account.
In some situations, we may offer service credits or alternative remedies instead of monetary refunds. Service credits can be applied to future services and provide flexibility for ongoing customer relationships.
Service credits may be offered when a minor issue occurs that does not warrant a full refund but deserves compensation for inconvenience. Credits can be used for any of our services and typically do not expire, though specific terms will be provided when credits are issued.
Alternative remedies may include complimentary additional services, extended maintenance periods, or upgrades to premium service packages. We work with each customer to find a solution that addresses their concerns and maintains our commitment to quality service.
For sod installation services, we provide a limited warranty covering the viability of the sod at the time of installation. This warranty guarantees that the sod we install is healthy, disease-free, and properly laid according to industry standards.
The sod installation warranty is valid for 30 days from the installation date, provided that you follow all aftercare instructions we provide. These instructions typically include specific watering schedules, traffic restrictions, and other care requirements essential for successful establishment.
The warranty does not cover sod failure due to inadequate watering, extreme weather conditions, pest or disease problems that develop after installation, soil conditions that were not disclosed or discoverable during initial assessment, or damage caused by third parties, pets, or improper maintenance.
If sod failure occurs within the warranty period and is determined to be due to installation issues or sod quality problems, we will replace the affected areas at no charge. Claims must be submitted in writing with photographic evidence within the warranty period.
For customers with ongoing maintenance service agreements, different terms may apply regarding service adjustments and cancellations:
Maintenance agreements typically require 30 days written notice for cancellation. If you cancel your agreement, you will be responsible for payment for all services rendered up to the cancellation date, and no refunds will be issued for prepaid services beyond that date.
If you are dissatisfied with maintenance services, we encourage you to contact us immediately so we can address concerns before they escalate. We will work with you to adjust service schedules, modify service plans, or make other accommodations to ensure your satisfaction.
Seasonal maintenance agreements are generally non-refundable once the season has commenced, as we allocate resources and schedule staff based on committed agreements. However, we will work with you to resolve any service quality issues that arise during the contract period.
Lawn care services are inherently dependent on weather conditions. We reserve the right to reschedule services due to inclement weather, and such rescheduling does not constitute a breach of our service agreement or grounds for refund.
If weather conditions prevent us from completing scheduled services, we will contact you to arrange an alternative date. No refunds are issued for weather-related delays, as services will be rescheduled rather than cancelled.
In cases where seasonal weather patterns significantly impact our ability to deliver contracted services, we will work with you to adjust the service plan or provide appropriate credits for services that cannot be completed due to extended adverse conditions.
We are committed to resolving any disputes or concerns amicably and efficiently. If you are not satisfied with our response to a refund request or service complaint, we encourage you to escalate the matter to our management team.
Our dispute resolution process includes multiple levels of review to ensure fair consideration of your concerns. We will make every reasonable effort to reach a mutually acceptable resolution before considering formal dispute resolution procedures.
If we are unable to resolve a dispute through direct communication, you may have the right to pursue resolution through alternative dispute resolution methods or legal channels as outlined in our Terms of Use.
We reserve the right to modify this Return Policy at any time to reflect changes in our business practices, legal requirements, or service offerings. Any changes will be posted on this page with an updated "Last Updated" date.
Changes to this policy will apply to services contracted after the effective date of the change. Services contracted before a policy change will be governed by the policy in effect at the time of contract formation.
If you have questions about this Return Policy or need to request a refund or service remedy, please contact us:
Calmflameglow
Lawn Master Head Office
St Asaph, LL17 0LP
United Kingdom
Phone: +44 0800 915 9915
Email: office@calmflameglow.world
Our customer service team is available Monday through Friday, 8:00 to 18:00, and Saturday, 9:00 to 15:00. We strive to respond to all inquiries within one business day.