REFUND & CANCELLATION POLICY

Active Heating & Cooling LLC

Effective Date: March 13, 2026

At Active Heating & Cooling LLC, customer satisfaction is our top priority. We stand behind the quality of our work and the equipment we install. This Refund & Cancellation Policy explains your rights and our procedures regarding cancellations, refunds, and service disputes for HVAC services provided in Auburn, WA and the surrounding South King County area.

1. Free Estimates

All in-home estimates for HVAC installations are provided at no charge and with no obligation. You are never charged for an estimate visit. Online estimates generated through our website estimate tool are also completely free and do not create any financial obligation.

2. Cancellation Before Work Begins

2.1 Right to Cancel

You may cancel a scheduled service or installation at any time before work begins. Under Washington State law, consumers have the right to cancel a home solicitation contract within three (3) business days of signing, in accordance with RCW 63.14.154.

2.2 Deposit Refunds

If you paid a deposit to secure your installation date:

• Cancellation 48+ hours before scheduled work: Full deposit refund

• Cancellation within 48 hours of scheduled work: Full deposit refund, minus any non-recoverable costs already incurred on your behalf (such as custom-ordered equipment that cannot be returned to the supplier). We will provide documentation of any such costs.

Deposit refunds are processed within 10 business days using the original payment method.

2.3 Equipment Orders

If equipment has been custom-ordered specifically for your project and cannot be returned to the supplier, we will inform you before any cancellation fees apply. Standard equipment that can be returned or restocked will not incur a cancellation fee.

3. Cancellation After Work Has Started

If you need to cancel a project after installation work has begun:

• You are responsible for payment for all work completed up to the point of cancellation, including labor, materials installed, and permits obtained

• We will provide an itemized breakdown of the costs incurred

• Any remaining balance from your deposit or payment will be refunded within 10 business days

• If the amount of work completed exceeds your deposit, the remaining balance is due upon cancellation

We understand that circumstances change. If you need to pause or stop a project, please contact us as soon as possible at (206) 900-4662 so we can work with you on the best path forward.

4. Refunds for Completed Services

4.1 Our Satisfaction Commitment

We are committed to getting every job right. If you are not satisfied with a completed installation or service, please contact us within 30 days of the completion date. We will:

• Send a technician to inspect the work at no charge

• Correct any deficiencies in our workmanship at no additional cost

• Work with you to reach a fair resolution

4.2 Workmanship Issues

If a problem with your HVAC system is determined to be the result of a defect in our installation or workmanship, we will repair or correct the issue at no cost to you, in accordance with our workmanship warranty. This includes:

• Improper installation or connection of equipment

• Leaks, airflow issues, or performance problems caused by our installation work

• Code violations resulting from our work

4.3 Equipment Defects

If a problem is caused by a defect in the equipment itself (not our installation), the issue is covered by the manufacturer's warranty. We will assist you with the warranty claim process, coordinate with the manufacturer on your behalf, and perform any covered warranty repairs. Manufacturer warranty claims are handled according to the manufacturer's terms and timelines.

4.4 When Refunds Are Not Available

Refunds are generally not available in the following situations:

• The work was completed as described in the signed service agreement or proposal

• Issues are caused by pre-existing conditions in the home (e.g., inadequate electrical wiring, structural problems, or existing ductwork deficiencies) that were not part of our scope of work

• Damage is caused by the homeowner, other contractors, or events outside our control (storms, power surges, flooding, etc.)

• The customer changed their mind about the type of equipment after installation was completed

• Normal wear and tear, or failure to perform recommended maintenance (such as regular filter changes)

5. Rescheduling

Need to move your appointment? No problem. You can reschedule a service or installation appointment at no charge by contacting us at least 24 hours before the scheduled time. We will work with you to find a new date that fits your schedule.

6. Emergency Service Calls

Emergency service calls are billed based on the work performed. If our technician arrives and determines that no HVAC work is needed (for example, if the issue is electrical and not HVAC-related), we will not charge you for the visit. If work is performed, standard service rates apply and payment is due at the time of service.

7. Financing and Third-Party Payments

If your project was paid through a third-party financing provider, refund processing is subject to the financing company's terms and procedures. We will initiate the refund on our end, but the timeline and method of the refund to you will be determined by your financing provider. Please contact your financing provider directly for questions about refunds on financed purchases.

8. Rebates and Tax Credits

Utility rebates (such as PSE rebates) and federal tax credits are issued by the utility company or the federal government, not by Active Heating & Cooling LLC. If you cancel a project or receive a refund from us, you may need to return or forfeit any rebates or tax credits you received in connection with that installation. We are not responsible for the status of rebates or tax credits after a cancellation or refund.

9. How to Request a Refund or File a Complaint

If you believe you are entitled to a refund or wish to raise a concern about our services, please contact us directly:

Active Heating & Cooling LLC
Refund & Service Inquiries

Phone: (206) 900-4662
Email: activeheatingcooling@gmail.com
Address: 3518 S 293rd Pl, Auburn, WA 98001

When contacting us, please provide:

• Your name and contact information

• The date of service or installation

• A description of the issue or reason for the refund request

• Any supporting photos or documentation (if applicable)

We will acknowledge your request within 2 business days and work to resolve the matter as quickly as possible. Most issues are resolved within 10 business days.

10. Dispute Resolution

If we are unable to resolve your concern directly, you may also contact:

• Washington State Attorney General's Office: Consumer Protection Division — atg.wa.gov

• Better Business Bureau (BBB): File a complaint at bbb.org

• Washington State Department of Labor & Industries: For contractor licensing and compliance concerns — lni.wa.gov

We always prefer to resolve issues directly with our customers before involving outside parties. Please give us the opportunity to make things right first.

11. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. The updated version will be indicated by the "Effective Date" at the top of this page. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

This refund & cancellation policy was last updated on March 13, 2026.
© 2026 Active Heating & Cooling LLC · Auburn, WA · Licensed & Insured