Appointment & Product Policies

Appointment Rescheduling & Cancellations

You may not need to be home for your appointment —click here for preparation information before rescheduling or cancelling!

Reschedule Requests: Must be made at least 2 business days in advance to avoid a reschedule fee.

• A reschedule fee applies in the following cases:

  • Start-Ups: Technician arrives but water is OFF and no one is home.

  • Winterization: Technician arrives but water is ON and no one is home.

  • Prepaid Backflow Tests: If a technician arrives and no test is required, a refund will be issued less the reschedule fee.

Cancellations: Must be in writing and confirmed by staff.

• Prepaid Appointments:

  • Cancellations made 2 business days or more in advance: Refundable less a $10 service fee.

  • Cancellations made less than 2 business days in advance: Non-refundable.

Product Cancellations, Returns and Exchanges

Order Cancellation

• Before Delivery: Cancellations must be made at least 24 hours before the scheduled delivery for a refund, less a $10 service fee.

• After Dispatch: Cancellations and refunds are not available once an order has been dispatched.

Returns & Exchanges

• General Policy: Returns and exchanges are not accepted.

• Defective Products: Items with manufacturing defects are eligible for replacement or a full refund if replacement is not available. The original product must be returned.

Delivery Failures

• No Stock: If we are unable to fulfill your order due to lack of inventory, a full refund will be provided.

• Delivery Delays: Refunds will not be issued for delays caused by extreme weather or other circumstances beyond our control.

Refund Process

• Refunds are processed to the original payment method and typically appear in your account within 7–14 business days after confirmation.