Refund & Cancellation Policy

1. DEFINITIONS AND INTERPRETATIONS

For purposes of this Refund & Cancellation Policy ("Policy"), the following terms shall have the meanings ascribed herein:

• "Company," "We," "Us," "Our" refers to PrimeInstall LLC, a Limited Liability Company duly organized and existing under the laws of the State of New York.
• "Client," "Customer," "You," "Your" refers to any individual or entity that engages, contracts with, or requests services from PrimeInstall LLC.
• "Services" means all installation, repair, maintenance, and related handyman services provided by PrimeInstall LLC including but not limited to: TV mounting, security camera installation, electrical work, smart home device setup, and general handyman services.
• "Service Fee" means the total compensation charged for Services, including labor, materials, travel charges, and applicable taxes.
• "Deposit" means any advance payment, down payment, or booking fee required to secure a service appointment.
• "Completed Work" means Services that have been fully performed, installed, or delivered to the Client's satisfaction as evidenced by completion signature or payment acceptance.
• "Cancellation" means the voluntary termination of a scheduled service appointment by either party prior to commencement of work.
• "Refund" means the return of payment or portion thereof to the Client under circumstances outlined in this Policy.

2. NO REFUND POLICY FOR COMPLETED SERVICES

2.1 Finality of Completed Work: ALL SERVICES RENDERED BY PRIMEINSTALL LLC ARE FINAL AND NON-REFUNDABLE UPON COMPLETION. Once work has been performed, materials installed, or services delivered, no refunds, chargebacks, or payment reversals will be issued under any circumstances, except as explicitly provided in Section 3 (Warranty Claims) or Section 9 (Statutory Rights).

2.2 Completion Defined: Services are deemed "completed" when: (a) all contracted work has been performed in accordance with the Service Agreement; (b) the Client or authorized representative has inspected and accepted the work; (c) the Client has signed completion documentation or made final payment; or (d) the Company's technicians have departed the service location after completing all scheduled tasks.

2.3 Client Acknowledgment: By engaging PrimeInstall LLC's services, the Client expressly acknowledges and agrees that: (a) all sales are final upon service completion; (b) dissatisfaction with aesthetic preferences, design choices, or subjective quality assessments does not constitute grounds for refund; (c) the Client bears responsibility for ensuring the services meet their requirements before authorizing work commencement; and (d) any disputes must be resolved through the procedures outlined in Section 10 (Dispute Resolution).

2.4 Payment Irrevocability: All payments made to PrimeInstall LLC, whether by cash, check, credit card, debit card, electronic transfer, or any other method, are FINAL AND IRREVOCABLE upon service completion. The Client waives any right to initiate chargebacks, payment disputes, or reversals with their financial institution for completed services, except in cases of proven fraud, unauthorized charges, or billing errors as defined in Section 7 (Fraudulent Refund Claims).

3. WARRANTY CLAIMS AND DEFECTIVE WORKMANSHIP

3.1 Limited Warranty: PrimeInstall LLC provides a limited warranty on workmanship and materials as follows:

• TV Mounting Services: 90-day warranty against mount failure, improper installation, or structural defects in mounting hardware.
• Security Camera Installation: 90-day warranty on wiring, connections, and installation integrity (equipment manufacturer's warranty applies separately).
• Electrical Work: 1-year warranty on all electrical installations, connections, and components installed by PrimeInstall LLC.
• Smart Home Setup: 30-day warranty on configuration, connectivity, and integration services (device manufacturer's warranty applies separately).
• Handyman Services: 60-day warranty on repairs, installations, and modifications performed by PrimeInstall LLC.

3.2 Warranty Remedy - Repair Not Refund: THE EXCLUSIVE REMEDY FOR WARRANTY CLAIMS IS REPAIR, RE-INSTALLATION, OR CORRECTION OF DEFECTIVE WORK AT NO ADDITIONAL CHARGE. Warranty claims DO NOT entitle the Client to refunds, price reductions, or monetary compensation. The Company reserves sole discretion to determine whether claimed defects fall within warranty coverage.

3.3 Warranty Exclusions: The warranty DOES NOT cover: (a) damage caused by Client misuse, negligence, or unauthorized modifications; (b) normal wear and tear; (c) acts of God, natural disasters, or environmental factors; (d) damage from third-party services or installations; (e) equipment or material defects (covered by manufacturer's warranty); (f) cosmetic issues that do not affect functionality; or (g) Client-requested changes or upgrades after original installation.

3.4 Warranty Claim Procedure: To invoke warranty coverage, the Client must: (a) provide written notice to PrimeInstall LLC within the warranty period; (b) describe the alleged defect with photographic evidence; (c) allow Company inspection and evaluation; (d) not attempt repairs by third parties prior to Company inspection; and (e) cooperate with Company efforts to remedy the defect. Failure to follow this procedure voids all warranty coverage.

4. CANCELLATION POLICY

4.1 Client-Initiated Cancellations:

• More than 48 Hours Before Appointment: Full refund of any deposit or advance payment, minus $25 administrative processing fee.
• 24-48 Hours Before Appointment: 50% refund of deposit; 50% retained as cancellation fee to cover scheduling costs, lost business opportunities, and administrative expenses.
• Less than 24 Hours Before Appointment: NO REFUND. Entire deposit forfeited. Client remains liable for full service fee if materials have been ordered or technicians dispatched.
• No-Show/Failure to Provide Access: NO REFUND. Client forfeits deposit and is liable for a $150 missed appointment fee plus any travel costs incurred.

4.2 Company-Initiated Cancellations: If PrimeInstall LLC cancels an appointment due to: (a) technician unavailability; (b) scheduling conflicts; (c) safety concerns; or (d) inability to perform services, the Client will receive a FULL REFUND of any deposit plus the option to reschedule at a 10% discount. This does not apply if cancellation is caused by Client conduct, property conditions, or circumstances beyond Company control.

4.3 Partial Cancellation (Work in Progress): If the Client requests cancellation after work has commenced but before completion, the Client is liable for: (a) all labor performed calculated at standard hourly rates; (b) all materials purchased, delivered, or installed (non-returnable); (c) travel and mobilization costs; and (d) a 20% project cancellation fee. NO REFUNDS will be issued for partial work. The Client must pay the calculated amount within 7 days to avoid collection action.

4.4 Emergency Service Cancellations: Emergency service appointments cancelled less than 2 hours before scheduled arrival forfeit the ENTIRE emergency service deposit ($299) with NO REFUND, as emergency slots displace regular appointments and incur premium labor costs.

5. DEPOSIT AND PAYMENT TERMS

5.1 Deposit Requirements: PrimeInstall LLC may require deposits for certain services as follows:

• Standard Services: 0-25% deposit depending on service value and materials required.
• Large Projects (Over $1,000): 50% deposit required to commence work and order materials.
• Custom/Special Order Materials: 100% material cost due in advance (non-refundable).
• Emergency Services: Full payment required upon completion (no deposits).

5.2 Deposit Application: Deposits are applied toward the final service fee. Deposits are NON-REFUNDABLE except as explicitly provided in Section 4.1 (Client Cancellations). Deposits do not constitute payment for services and do not limit the Client's obligation to pay the full contracted amount.

5.3 Final Payment: Full payment is due IMMEDIATELY UPON SERVICE COMPLETION unless alternative payment arrangements have been agreed to in writing. Accepted payment methods include cash, check, credit card, debit card, Zelle, Venmo, and ACH transfer. A 1.5% monthly finance charge (18% APR) applies to all unpaid balances after 30 days.

5.4 Price Adjustments: If additional work, materials, or time is required beyond the original estimate, the Company will notify the Client and obtain approval before proceeding. Additional charges are due upon completion. Refusal to pay for approved additional work may result in: (a) immediate work stoppage; (b) forfeiture of all deposits; (c) removal of completed work; and (d) legal action for full payment plus collection costs.

6. MATERIAL AND EQUIPMENT PURCHASES

6.1 Company-Provided Materials: When PrimeInstall LLC supplies materials, equipment, or hardware as part of service delivery: (a) all materials become Client property upon installation; (b) materials are sold "as-is" with manufacturer's warranty only; (c) NO REFUNDS are provided for materials once purchased, delivered, or opened; (d) Client-requested specific brands or models require 100% advance payment (non-refundable); and (e) unused materials may be returned for credit at Company's sole discretion, minus a 25% restocking fee.

6.2 Client-Provided Materials: If the Client provides materials, equipment, or hardware for Company installation: (a) the Company assumes NO LIABILITY for material defects, compatibility issues, or performance; (b) the Company reserves the right to refuse installation of substandard, dangerous, or incompatible materials; (c) NO REFUNDS will be issued if Client-provided materials fail or prove unsuitable; (d) warranty coverage applies ONLY to installation labor, not materials; and (e) the Client indemnifies the Company against all claims arising from Client-provided materials.

6.3 Special Orders: Custom, special-order, or non-stock materials require FULL ADVANCE PAYMENT and are 100% NON-REFUNDABLE. Special orders typically take 7-21 business days for delivery and cannot be returned, exchanged, or refunded under any circumstances, including Client cancellation, change of mind, or project abandonment.

7. FRAUDULENT REFUND CLAIMS - CRIMINAL PROSECUTION

7.1 Fraud Defined: PrimeInstall LLC considers the following actions to constitute FRAUD and will pursue CRIMINAL PROSECUTION and CIVIL LIABILITY to the fullest extent of New York State law:

• Chargeback Fraud: Initiating credit card chargebacks, payment disputes, or reversals for completed services with false claims of non-delivery, unauthorized charges, or defective work.
• False Damage Claims: Claiming the Company damaged property, belongings, or structures when no such damage occurred or when damage was pre-existing, Client-caused, or attributable to third parties.
• Misrepresentation of Services: Falsely claiming services were not performed, were performed incorrectly, or do not meet professional standards when photographic evidence, documentation, and inspection prove otherwise.
• Insurance Fraud Schemes: Attempting to file false insurance claims against the Company's liability insurance for fabricated damages, injuries, or losses.
• Extortion for Refunds: Threatening negative reviews, social media campaigns, regulatory complaints, or legal action unless refunds are provided for legitimately completed services.

7.2 Legal Consequences: Clients who commit refund fraud face:

• Criminal Prosecution: Under New York Penal Law § 190.25 (criminal impersonation), § 155.05 (larceny), § 176.05 (insurance fraud), and § 155.45 (fraudulent schemes).
• Civil Liability: Treble damages (3x the disputed amount), full attorney fees and costs, punitive damages, and court costs pursuant to NY General Obligations Law § 349 (deceptive business practices).
• Permanent Ban: Lifetime prohibition from receiving PrimeInstall LLC services.
• Credit Reporting: Reporting of unpaid balances and fraudulent conduct to credit bureaus.
• Collections Action: Aggressive debt collection including liens, garnishments, and asset seizure.

7.3 Fraud Prevention Protocols: To protect against fraudulent refund claims, PrimeInstall LLC maintains: (a) timestamped photographic documentation of all work (before, during, and after); (b) digital signature capture on all service completion forms; (c) video recording of high-value installations (with Client notice); (d) third-party verification for disputed claims; and (e) cooperation with law enforcement and credit card fraud investigation units.

7.4 Chargeback Disputes: If a Client initiates an unauthorized chargeback, the Company will: (a) provide all documentation to the payment processor to dispute the chargeback; (b) ban the Client from future services; (c) pursue the full service fee plus chargeback fees ($75-150) through collections and litigation; (d) report the incident to credit bureaus; and (e) file criminal complaints if evidence supports fraud charges. The Client remains liable for ALL costs associated with chargeback disputes, regardless of outcome.

8. ACCEPTABLE REASONS FOR REFUND CONSIDERATION

While PrimeInstall LLC maintains a strict no-refund policy for completed services, the Company MAY, at its sole and absolute discretion, consider partial refunds under the following LIMITED circumstances:

• Material Billing Error: If the Company demonstrably overcharged due to calculation error, duplicate charging, or incorrect pricing (not Client misunderstanding of quotes or estimates).
• Service Not Rendered: If the Company charged for services that were genuinely not performed and no documentation exists of completion.
• Unauthorized Work: If the Company performed work explicitly rejected by the Client without authorization (scope creep does not qualify).
• Provable Material Defect: If the Company's work demonstrably failed within warranty period due to workmanship defects AND the Company refused to honor warranty repair obligations.

8.1 Refund Request Procedure: To request refund consideration, the Client must: (a) submit a written request within 10 business days of service completion; (b) provide detailed explanation with supporting evidence (photos, videos, third-party evaluations); (c) allow Company inspection and investigation; (d) not have initiated chargebacks or payment disputes; and (e) agree that the Company's determination is FINAL AND BINDING.

8.2 Refund Decision Timeline: The Company will investigate and respond to refund requests within 30 business days. During investigation, the Client must not pursue chargebacks, legal action, or public complaints. Any such actions void refund consideration and trigger the fraud prevention protocols outlined in Section 7.

8.3 Partial Refunds Only: Even if a refund is granted, it will typically be PARTIAL, not full. Refunds will deduct: (a) cost of materials used; (b) labor actually performed; (c) administrative and processing fees ($50-100); (d) travel and mobilization costs; and (e) any damages caused by Client actions. Refunds exceeding 50% of the service fee are exceedingly rare and require extraordinary circumstances.

9. STATUTORY RIGHTS AND CONSUMER PROTECTIONS

9.1 New York Consumer Rights: Nothing in this Policy limits statutory consumer protection rights under New York General Business Law Article 22-A (Consumer Protection from Deceptive Acts and Practices) or federal consumer protection laws. If services are found to be materially defective, fraudulently misrepresented, or violate applicable laws, Clients retain rights to pursue legal remedies through appropriate channels.

9.2 Three-Day Right of Rescission: For contracts exceeding $25 signed at the Client's residence (not at Company offices or initiated by Client), New York General Business Law § 396-d provides a 3-day "cooling off period" during which the Client may cancel without penalty. This applies ONLY if proper notice was provided at time of contracting.

9.3 Limitation Period: Any claims regarding service quality, pricing disputes, or refund entitlement must be brought within 1 YEAR of service completion or be forever barred by the applicable statute of limitations.

10. DISPUTE RESOLUTION

10.1 Mandatory Mediation: Before pursuing litigation, both parties agree to participate in good faith mediation through a neutral mediator in New York County. Mediation costs will be split equally. Either party may initiate mediation by written notice.

10.2 Arbitration Agreement: If mediation fails, all disputes shall be resolved through binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules. The arbitration shall take place in New York County, New York. The arbitrator's decision is final and enforceable in any court of competent jurisdiction.

10.3 Class Action Waiver: Client agrees to resolve disputes individually and WAIVES any right to participate in class actions, collective actions, or representative proceedings against PrimeInstall LLC.

10.4 Attorney Fees: In any dispute, the prevailing party is entitled to recover reasonable attorney fees, expert witness fees, court costs, and litigation expenses from the non-prevailing party.

11. CONTACT INFORMATION

For questions, refund requests, or cancellation notices:

PrimeInstall LLC
228 Park Ave S
New York, NY 10003-1502
Contact: Use our website contact form at primeinstall-llc.com/contact
Direct contact information provided after booking confirmation

All refund requests and cancellation notices must be submitted in writing via our contact form or certified mail for documentation purposes.

12. POLICY MODIFICATIONS

PrimeInstall LLC reserves the right to modify this Refund & Cancellation Policy at any time. Changes become effective upon posting to the Company website. Continued use of services after policy changes constitutes acceptance of modified terms. Clients are responsible for reviewing this Policy periodically.