Refund and Cancellation Policy

Service Appointments and Reservation Payments

Service dates are confirmed only after the customer has completed all required approval steps, including acceptance and electronic signature of the written estimate or quote when required, and after the required reservation payment or full advance payment has been received and confirmed by Shawn Penoyer, LLC. Approval of a quote alone does not reserve an appointment.

The required reservation amount is stated in the applicable estimate, invoice, work order, or written payment instructions and may vary according to the project scope, service type, materials, scheduling requirements, and other project-specific factors. Unless otherwise stated, a reservation payment is applied toward the approved project balance.

Certain services, including cleaning, crating, custom fabrication, special-order materials, expedited work, or other specialty services, may require full payment before scheduling. Payment submitted for an unconfirmed appointment request does not guarantee a particular date until Shawn Penoyer, LLC confirms the appointment.

Cancellation and Rescheduling Policy

Reservation payments are non-refundable when a customer cancels the project, except where applicable law requires otherwise or Shawn Penoyer, LLC expressly agrees in writing.

If a customer requests rescheduling at least forty-eight (48) hours before the confirmed appointment, the existing reservation payment may generally be transferred to a new available appointment for the same substantially unchanged project. Rescheduling remains subject to calendar availability, current pricing if the scope changes, and any project-specific written terms.

If cancellation or rescheduling is requested with less than forty-eight (48) hours notice, or if the customer is unavailable, denies access, has not received the fixture, has missing required parts, has not prepared the work area, or otherwise prevents the scheduled work from proceeding for a customer-controlled reason, the reservation payment may be forfeited and a new reservation payment may be required before another appointment is confirmed.

If a scheduled visit is considered used because customer-controlled conditions prevent completion - including a changed fixture location or installation plan, missing fixtures or parts, denied access, an inaccessible or unprepared work area, or another customer-controlled condition - the Return Visit / Rebooking and Change-of-Scope provisions in the Terms and Conditions and the accepted project documents also apply. A minimum $295 Return Visit / Rebooking Charge may apply to a subsequent appointment, plus any separately quoted labor, equipment, materials, high-ceiling access, structural or electrical work, or other revised scope. This charge does not apply when the return visit is required solely because of an error or failure attributable to Shawn Penoyer, LLC.

If Shawn Penoyer, LLC must reschedule, the customer’s reservation payment remains applied to the project and transfers to the replacement appointment. If Shawn Penoyer, LLC cancels the project and does not provide a reasonable replacement date, unearned prepaid service amounts will be refunded, excluding completed services, committed or non-returnable materials, third-party costs, and other earned or properly non-refundable amounts.

Nothing in this policy limits a cancellation or refund right that cannot lawfully be waived.

Refunds

Payments for completed labor and services are non-refundable. Non-refundable reservation payments are not refunded when the customer cancels, except where applicable law requires otherwise or Shawn Penoyer, LLC expressly agrees in writing.

Special-order or custom materials, fabricated items, purchased parts, third-party charges, expedited or priority scheduling charges, and other costs identified as non-refundable are not refundable once incurred, ordered, fabricated, purchased, or committed.

If a customer-supplied fixture or component proves defective, incompatible, incomplete, damaged, or nonfunctional after installation for reasons unrelated to our workmanship, completed installation labor is not refundable. Any return visit, troubleshooting, removal, repair, replacement, or reinstallation is a separate billable service unless otherwise agreed in writing.

Where Shawn Penoyer, LLC approves a refund of an unearned amount, the refund will be processed using a commercially reasonable method. Any non-waivable statutory cancellation or refund right controls over inconsistent language in this policy.

Applicable Fees and Non-Refundable Costs

Depending on the accepted project, non-refundable or separately chargeable amounts may include:

• Reservation payments
• Priority, rush, same-day, next-day, weekend, holiday, or expedited scheduling charges
• Travel, parking, toll, building-access, loading, or delivery charges already incurred
• Setup, scaffolding, lift, equipment, minimum-service, or mobilization charges stated in the accepted quote
• Special-order, custom, non-returnable, cut-to-length, or fabricated materials
• Parts specifically sourced or purchased for the customer
• Third-party costs and transaction fees when disclosed and legally chargeable
• Storage, handling, transportation, return-delivery, or additional-visit charges when applicable
• Completed labor and services

No universal minimum service charge is created by this policy. Any minimum service charge applicable to a particular project will be stated in the applicable pricing, quote, estimate, invoice, or work order.

Refund Processing Timeline

Approved refunds are generally initiated within five (5) to ten (10) business days after written approval, unless applicable law requires a different timeframe. The time required for funds to appear in the customer’s account may vary by bank, card issuer, payment processor, PayPal, Venmo, ACH provider, or other payment method.

Where a payment processor does not return its original processing fee, that amount may be deducted from an otherwise discretionary refund only when permitted by law and the customer’s accepted agreement. No deduction will be made where applicable law requires a full refund.

Exceptions, Readiness and Service Limitations

Customers are responsible for ensuring that the service location is accessible and prepared and that customer-supplied fixtures, parts, bulbs, mounting hardware, remotes, chain, rods, wire, instructions, and other required components are present when needed unless those items are specifically included in the accepted quote.

If we arrive and the work cannot reasonably proceed because of missing parts, defective or damaged fixtures, blocked access, furniture or decor in the work area, unsafe electrical or support conditions, undisclosed ceiling height or access conditions, denied building access, unavailable customer representatives, or another matter outside our control, applicable reservation payments, travel charges, setup charges, minimum-service charges, and completed labor may remain earned and non-refundable. A revised quote or separate return visit may be required.

Ceiling reinforcement, electrical-box replacement, attic access, security cables, structural work, repairs, cleaning, bulb installation, dimmers, medallions, disposal, storage, transportation, and other add-on services are not included unless specifically listed in the accepted scope.

How to Request Cancellation, Rescheduling, or Refund Review

To request cancellation, rescheduling, or review of a refund issue, contact Shawn Penoyer, LLC promptly using the contact information on the website, estimate, invoice, or customer portal. Ordinary requests may be submitted by email, text message, customer-portal communication, or by replying directly to the applicable estimate or invoice email.

Please include your name, service address, estimate or invoice number when available, scheduled service date, reason for the request, and requested resolution. Where applicable law or a separate agreement requires a specific formal notice method, that required method controls.