Refund Policy

1. Before service: cancellations and rescheduling

• Recurring plans have no long-term contract. Reschedule or cancel a visit with at least 48 hours notice at no charge.
• One-time and on-demand visits can be rescheduled or canceled with at least 48 hours notice.
• Cancellations made with less than 48 hours notice, or no-shows where access was not provided, may be subject to a trip or scheduling fee equal to our minimum service call.

2. After service: re-service first

Our first response to a concern about a completed service is to make it right. If you believe a cleaning, odor treatment, or repair did not meet the agreed scope, contact us within 7 days of the service date and we will return to inspect and re-perform the affected work at no charge. Most concerns are resolved this way.

3. Odor treatment and the 30-day guarantee

If pet odor returns within 30 days of a completed odor treatment, we re-treat the affected area once at no charge under our 30-day odor return guarantee. Because odor can come from contamination that has reached the backing or base — which we disclose up front as reducible but not eliminable in a single visit — the remedy is re-treatment, not a refund, except as described below.

4. Repairs and the one-year warranty

Approved repairs carry a one-year workmanship warranty. If a repair we completed fails within one year because of how we performed the work, we correct it at no charge. The remedy for a covered warranty claim is re-performance of the repair, not a refund, except as described below.

5. When a refund may apply

• If we cannot complete a scheduled service and you do not wish to reschedule, any amount you prepaid for that service is refunded.
• If a service was paid for and not performed at all through no fault of yours, the charge is refunded in full.
• If, after a good-faith re-service attempt, we are unable to deliver the agreed scope, we will discuss a proportional refund or credit for the portion not delivered.

6. What is not refundable

• Services that were completed as agreed and as described in your quote or proposal.
• Conditions outside the agreed scope, such as contamination that reached the backing or base and was disclosed before treatment.
• Repairs affected by excluded causes (new damage, pet dig-outs in the same area, base movement, fading, or third-party work).
• Trip or scheduling fees for late cancellations or no-shows where access was not provided.
• Special materials ordered specifically for your job once they have been purchased.

7. How to request re-service or a refund

Call 832-460-7174 or email info@synturfcare.com with your name, service address, and the service date from your invoice. We will review your request, inspect where needed, and respond within 5 business days. Approved refunds are issued to the original payment method within 10 business days.

8. Commercial contracts

Commercial refund and re-service terms follow the written proposal or service agreement for that property. Where the agreement is silent, the terms on this page apply.