Refund Policy

1. General Approach

Pipeline Repair does not issue automatic refunds for completed services. Our first course of action is always to assess the situation, understand the concern, and — wherever possible — correct the issue through a return visit.

We believe most service concerns can be resolved through direct communication. If you're unhappy with any aspect of our work, please reach out before seeking a chargeback through your bank — we'd much rather talk it through and find a solution that works for you.

2. Workmanship Issues

If a repair we performed fails or deteriorates within 90 days due to a fault in how the work was carried out, we will return to assess and remedy the issue at no additional charge.

To qualify for a workmanship remedy:

• The issue must be reported within 90 days of the original work date.
• The problem must be directly attributable to our workmanship — not to pre-existing conditions, normal wear, third-party interference, or events outside our control (e.g., flooding, structural movement).
• The area of work must not have been modified or worked on by another party after our visit.

If an on-site assessment confirms the issue stems from our workmanship, we'll schedule a remedial visit promptly. If the issue cannot be rectified through a return visit, a partial or full refund of the relevant labour costs may be offered at our discretion.

3. Partial Refunds

Partial refunds may be considered in the following situations:

• A job was quoted for a specific scope and that scope was only partially completed, with no agreement to complete the remainder.
• We were unable to deliver a key aspect of the agreed work due to circumstances on our end (e.g., lack of appropriate materials or equipment that we were responsible for sourcing).
• A significant delay to the agreed timeline occurred because of us, causing demonstrable inconvenience to the customer.

Partial refunds are calculated based on the proportional value of the undelivered work within the agreed scope.

4. Deposits

For larger jobs, we may request a deposit of up to 30% before work begins to cover material costs. This deposit is:

• Refundable in full if Pipeline Repair cancels the job or is unable to proceed through no fault of the customer.
• Partially refundable if the customer cancels after materials have been purchased — we will deduct reasonable material costs and return the remainder.
• Non-refundable if the customer cancels without sufficient notice (less than 48 hours before the scheduled start date for larger projects) and materials have already been procured or pre-arranged.

We will always communicate clearly about what your deposit will be used for before you pay it.

5. Materials & Parts

Materials purchased specifically for your project and already installed are generally non-refundable, as they cannot be returned once used. If unused materials remain at project completion, you have the option to keep them, or we can return them to the supplier on your behalf if possible.

If a material supplied by Pipeline Repair is defective, this is subject to the manufacturer's warranty, not ours. We will assist you in pursuing a warranty claim where appropriate.

6. Dispute Resolution

If you're not satisfied with our response to a complaint or refund request, here's the process we follow:

1. Direct conversation: Contact us by phone or email. Most issues are resolved at this stage.
2. Written review: If not resolved informally, submit your concern in writing to [email protected]. We will respond in writing within 5 business days with our decision and rationale.
3. Escalation: If you remain unsatisfied after our written response, you may escalate to a consumer protection organization or seek independent mediation. We will cooperate fully with any such process.

We will never retaliate against a customer for raising a legitimate complaint.

7. How to Submit a Claim

To submit a workmanship complaint or refund request:

1. Contact us within the applicable timeframe (90 days for workmanship, 30 days for billing disputes).
2. Provide your name, the address where work was performed, the approximate date of service, and a description of the issue.
3. Include photos if the issue is visible — this helps us assess it faster.
4. We will acknowledge your message within 2 business days and schedule an assessment if needed.

8. Contact