Refund Policy

Effective Date: January 1, 2024  |  Last Updated: July 1, 2026

This Refund Policy describes the terms under which Orozco HVAC Solutions LLC ("Company," "we," "us," or "our") processes refunds, cancellations, and billing disputes. We are committed to fair and transparent business practices and want every customer to feel confident when engaging our services.

Please read this policy carefully before scheduling service or authorizing any work. If you have questions, contact us at (661) 865-1177 or joseorozcohernandez@rzchvac.com before proceeding.

1. Deposits

For larger installation, replacement, or equipment procurement projects, we may require a deposit prior to scheduling and ordering equipment. Deposit terms are as follows:

• Deposit amounts are specified in the written estimate and typically range from 25% to 50% of the total project cost.
• Deposits are used to secure your scheduled installation date and to cover initial equipment ordering costs.
• Deposits are refundable in full if the project is cancelled before equipment has been ordered, typically within 48 hours of deposit payment.
• If equipment has been ordered and the project is subsequently cancelled by the customer, the deposit may be partially or fully non-refundable depending on supplier return policies and restocking fees incurred.
• If the project is cancelled due to circumstances within our control (our error, inability to complete the work as specified), the full deposit will be refunded.

2. Scheduling and Appointment Cancellations

We understand that schedules change. Our cancellation policy is designed to be fair to both customers and our technicians, who reserve time specifically for your appointment.

• Cancellations with 24+ hours notice: No cancellation fee. We will reschedule at your convenience.
• Cancellations with less than 24 hours notice: A late cancellation fee of $35–$65 may apply to cover the technician's reserved time. This fee may be waived at our discretion for genuine emergencies.
• No-shows (technician arrives, no authorized adult present): A trip charge equal to the diagnostic service call fee will apply. This covers the technician's travel time and fuel.
• Rescheduling: We allow rescheduling at no charge when requested at least 24 hours in advance. Same-day rescheduling requests are subject to availability.

3. Equipment Orders

HVAC equipment is ordered specifically for each customer's project based on the approved estimate. The following terms apply to equipment orders:

• Equipment orders may be cancelled without penalty within 48 hours of order placement, provided the supplier has not yet processed or shipped the order.
• After 48 hours, equipment cancellations are subject to supplier restocking fees, which typically range from 15% to 25% of the equipment cost. These fees are passed directly to the customer.
• Special-order equipment (non-standard sizes, specific efficiency ratings, or custom configurations) may be non-returnable once ordered. This will be disclosed in the written estimate.
• Equipment that has been delivered to the job site and removed from packaging is generally non-returnable to the supplier.
• If we order incorrect equipment due to our error, we will exchange it at no cost to the customer.

4. Completed Services

Refunds for completed HVAC repair services are governed by the following terms:

• Diagnostic service call fees are non-refundable once a technician has performed the diagnostic. The fee compensates the technician for their time, expertise, and travel regardless of whether a repair is authorized.
• Labor charges for completed repairs are non-refundable if the work was performed as described in the written estimate and the customer authorized the repair.
• If a repair fails within our 30-day labor warranty period, we will return and correct the issue at no additional labor charge. This is not a refund but a warranty remedy.
• If we are unable to resolve a covered warranty issue after two attempts, we will discuss a partial or full labor refund depending on the circumstances.

5. Installed Equipment

Equipment that has been installed and placed into operation is subject to the following refund terms:

• Installed equipment is generally non-returnable and non-refundable once the installation is complete and the system has been commissioned.
• If installed equipment is defective from the manufacturer, the manufacturer's warranty applies. We will assist you in filing a warranty claim and, if necessary, in obtaining a replacement unit from the manufacturer.
• If we installed incorrect equipment (wrong size, wrong model, wrong fuel type) due to our error, we will replace the equipment and correct the installation at no cost to the customer.
• Equipment removal and return requested by the customer after installation is complete will be subject to removal labor charges and any applicable supplier restocking or return fees.

6. Refund Eligibility

Refunds will be considered in the following situations:

• We performed work that was not authorized in writing by the customer.
• We charged more than the amount stated in the written estimate without obtaining customer approval for additional work.
• We failed to complete work that was paid for and did not return to complete it within a reasonable time.
• A repair we performed failed within our 30-day warranty period and we were unable to correct the issue.
• We installed incorrect equipment due to our error and the customer does not wish to proceed with a replacement.
• We collected payment for a service that was not performed.

7. Warranty Claims

Our warranty process is designed to resolve issues efficiently:

• To initiate a warranty claim, contact us within the warranty period at (661) 865-1177 or joseorozcohernandez@rzchvac.com. Describe the problem and reference your original service date and invoice number.
• We will schedule a return visit at the earliest available time to assess the warranty claim.
• If the issue is covered by our labor warranty, we will correct it at no charge.
• If the issue is related to a parts failure within the manufacturer's warranty period, we will assist you in obtaining a replacement part and will install it at a reduced labor rate or at no charge depending on circumstances.
• Warranty claims that we determine are due to customer misuse, improper maintenance, unauthorized modifications, or events outside our control are not covered and will be billed at standard service rates.

8. Billing Disputes

If you believe your invoice contains an error or you were charged for services not performed, please contact us promptly:

• Billing disputes must be raised within 30 days of the invoice date to be considered.
• Contact us at (661) 865-1177 or joseorozcohernandez@rzchvac.com with your invoice number, the specific charge in question, and the reason for the dispute.
• We will review the dispute within 5 business days and respond with our findings.
• If a billing error is confirmed, we will issue a corrected invoice and process a refund for any overpayment within 10 business days.
• Disputed amounts should not be withheld from payment while the dispute is being investigated, as this may result in late fees.

9. Chargebacks

We ask that customers contact us directly to resolve billing disputes before initiating a credit card chargeback. Chargebacks initiated without first contacting us are a violation of our terms. If a chargeback is filed, we reserve the right to dispute it and to provide our documentation of the services rendered to the card issuer. Customers who initiate chargebacks for legitimate services rendered may be subject to collection action and may be declined for future service.

10. Exceptions

The following are not eligible for refund under any circumstances:

• Diagnostic service call fees once the diagnostic has been performed
• Labor charges for completed work that was authorized by the customer and performed as described
• Materials and parts installed in your system
• Emergency service premium charges for after-hours or weekend service
• Trip charges for no-shows or locked-out properties
• Costs associated with permit fees, inspection fees, or utility company requirements

11. Refund Processing

Approved refunds are processed as follows: Cash payments are refunded by company check within 10 business days. Credit card payments are refunded to the original card within 5–10 business days, depending on your card issuer's processing time. Check payments are refunded by company check within 10 business days after the original check has cleared. Refunds are issued in the same form as the original payment whenever possible.

12. Contact Information

To request a refund, report a billing dispute, or ask questions about this policy, contact us: