Refund & Cancellation

01Cancellation by the Customer

You may cancel a booked service at any time. The amount refunded depends on how much notice you give:

To cancel, call (802) 585-1507 or email dylan@dylanhoyt.com. The notice clock starts when we acknowledge receipt.

02Cancellation by Dylan Hoyt CPO

If we need to cancel a confirmed service for any reason within our control (illness, scheduling conflict, equipment failure, or capacity issue), you may choose between:

• Full refund of your deposit and any prepaid amounts; or
• Priority reschedule at the next available slot, plus a 10% discount on the rescheduled service.

We notify you as early as possible — typically 48 hours or more in advance — and will personally call to confirm whichever option you prefer.

03Weather Reschedules

Vermont weather will sometimes force a reschedule. Rescheduling for weather is always free. There is no cancellation fee, no rebooking fee, and no penalty to your deposit.

We make the call by 7:00 AM the day of service whenever possible. If a service is rained out mid-job, we complete what's safely possible, document where we stopped, and return to finish at the earliest available slot at no extra labor charge.

04Service-Quality Guarantee

If you're not satisfied with a service, contact us within 7 days of completion. We will:

• Return to the property at no additional charge to address the specific issue, or
• Refund the portion of the service related to the issue, at our discretion and yours.

This guarantee covers workmanship and water-chemistry results within reasonable parameters. It does not cover changes you make to the pool or equipment after we leave, normal seasonal water chemistry shifts (which require ongoing maintenance), or damage caused by misuse.

05Recurring & Seasonal Contracts

Recurring service contracts (weekly, bi-weekly, full-season packages, year-round hot tub service) may be cancelled with 14 days written notice. Upon cancellation:

• Services already performed are billed in full at the contract rate
• Prepaid services not yet performed are refunded pro-rata, less a 10% administrative fee
• Pool chemicals delivered to your property remain yours

06Inspection & Consultation Services

Inspection visits and remote consultations are billed at completion. Once an on-site inspection is performed and a written report is delivered, the inspection fee is non-refundable. If we cannot deliver a clear diagnosis or actionable recommendation, the inspection fee is fully refunded.

Remote consultation fees are non-refundable once the session begins. If we determine in advance of the session that we cannot help with your specific issue, no charge is incurred.

07Chargebacks

If you have a billing dispute, please contact us first at (802) 585-1507 or dylan@dylanhoyt.com. The vast majority of issues can be resolved within one conversation, faster than a chargeback would resolve.

Chargebacks filed without first contacting us — particularly on services that were performed and documented — may be contested with Stripe with the supporting service records, photos, and communications. Customers found to have filed unsupported chargebacks may be declined for future service.

08Refund Processing

Approved refunds are processed within 5–10 business days to the original payment method via Stripe. Refunds to credit and debit cards typically appear in your account within 2–10 business days after processing, depending on your bank. ACH refunds may take 5–10 business days to settle.

If you do not see a refund within 14 business days after we confirm processing, contact us — Stripe will reissue if a transaction was misrouted.

09Questions

For any question about cancellation, reschedule, or refund, the fastest path is a direct call or email. We answer all refund inquiries the same business day during the work week.