Refund Policy

Last Updated: March 2026

At ClearFlow Plumbing & Waterproofing Ltd (“ClearFlow,” “we,” “us,” or “our”), we are committed to delivering high-quality plumbing and waterproofing services that meet or exceed your expectations. We understand that service-based work is inherently different from retail purchases, and this Refund Policy has been designed to reflect the unique nature of our industry while ensuring fair treatment of every client.

This policy applies to all plumbing and waterproofing services performed by ClearFlow for residential and commercial clients in the Houston metropolitan area. Please read this policy carefully and contact us if you have any questions before or after engaging our services.

1. Service Satisfaction Guarantee

ClearFlow stands behind every project we complete. Our Service Satisfaction Guarantee means that if you are not satisfied with the quality of our workmanship, we will work with you to resolve the issue promptly and fairly.

1.1 Our Promise

If a plumbing repair, installation, or waterproofing application performed by ClearFlow fails to function as intended within the warranty period (12 months from the date of completion), we will return to your property and correct the problem at no additional cost. This includes re-performing the work, replacing defective materials installed by our team, and addressing any consequential issues directly attributable to our workmanship.

1.2 Reporting Issues

To take advantage of our Service Satisfaction Guarantee, you must notify us of the issue within a reasonable timeframe of discovering it. We ask that you contact our office by phone or email and provide the following information:

• Your name and property address where the service was performed
• The date of the original service and the invoice or job reference number
• A clear description of the problem you are experiencing
• Photographs or videos of the issue, if applicable

Upon receiving your report, we will schedule a follow-up inspection at a time convenient to you, typically within three to five business days. Our technician will assess the situation and determine the appropriate corrective action.

2. Eligibility for Refunds

Because plumbing and waterproofing services involve labor, materials, and site-specific work that cannot be “returned” in the traditional sense, refund eligibility is evaluated on a case-by-case basis. The following guidelines outline the circumstances under which a partial or full refund may be granted:

2.1 Full Refund Eligibility

A full refund of the amount paid may be issued in the following situations:

• Service not performed: If you paid a deposit or full amount for a service that ClearFlow did not perform and cannot reschedule within a reasonable timeframe, you are entitled to a full refund of all amounts paid.
• Significant deviation from agreed scope: If the work performed differs materially from the scope described in the approved estimate and we are unable to rectify the situation to your satisfaction, a full refund may be warranted.
• Duplicate billing: If you were charged more than once for the same service due to a billing error, the duplicate charge will be refunded immediately upon verification.

2.2 Partial Refund Eligibility

A partial refund may be appropriate in the following circumstances:

• Incomplete work: If ClearFlow was unable to complete a project due to unforeseen circumstances (such as permit delays, supply chain issues, or weather events) and you choose not to wait for the work to be rescheduled, a refund will be issued for the portion of work not completed, minus costs already incurred for materials and labor.
• Quality concerns not resolved through re-work: If you have utilized our Service Satisfaction Guarantee and the corrective work still does not meet reasonable quality standards, a partial refund reflecting the diminished value of the service may be offered.
• Overcharges: If a review of your invoice reveals that you were charged for materials not used or labor hours not worked, the difference will be refunded.

2.3 Situations Where Refunds Are Not Typically Granted

Refunds are generally not available in the following situations:

• You changed your mind about a service after the work has been completed satisfactorily
• The issue arose from a pre-existing condition that was disclosed to you prior to commencement of work
• The problem is caused by normal wear and tear, third-party interference, or failure to follow maintenance recommendations provided by our team
• You failed to allow ClearFlow a reasonable opportunity to inspect and correct the issue under our Service Satisfaction Guarantee before requesting a refund

3. Refund Process

If you believe you are entitled to a refund, please follow the process outlined below to ensure your request is handled efficiently:

3.1 Step 1: Contact Us

Submit your refund request by emailing [email protected] or by calling our office. Include your name, contact details, invoice number, the amount in question, and a detailed explanation of why you are requesting a refund.

3.2 Step 2: Review and Assessment

Our service manager will review your request within five business days. In some cases, we may need to schedule an on-site inspection to assess the work in question. We will communicate with you throughout the review process and keep you informed of our findings.

3.3 Step 3: Resolution

Once the review is complete, we will notify you of our decision. If a refund is approved, we will process it within 10 business days using the same payment method you used for the original transaction. If the original payment method is no longer available (for example, a closed bank account or expired card), we will arrange an alternative method with your consent.

3.4 Step 4: Confirmation

You will receive written confirmation of the refund amount and the expected timeline for the funds to appear in your account. Credit card refunds typically appear within five to seven business days of processing. Bank transfer refunds may take up to 10 business days.

4. Non-Refundable Items

Certain costs associated with our services are non-refundable, regardless of the circumstances. These include:

• Diagnostic and inspection fees: Charges for camera inspections, leak detection services, water quality testing, and other diagnostic work represent the cost of our technician’s time, expertise, and equipment usage. These fees are earned at the time the service is performed and are not refundable, even if you choose not to proceed with recommended repairs.
• Permit fees: Any fees paid to municipal or county authorities for building or plumbing permits are non-refundable, as these are charges imposed by third parties and are not retained by ClearFlow.
• Special-order materials: If we purchased custom or special-order materials at your request (such as specific fixture models, specialty pipe fittings, or non-standard waterproofing membranes), these costs are non-refundable if the materials cannot be returned to the supplier.
• Emergency service surcharges: Surcharges applied for after-hours, weekend, or holiday emergency callouts reflect the premium cost of dispatching a technician outside of regular business hours and are non-refundable once the technician has been dispatched to your property.
• Third-party subcontractor fees: If ClearFlow engaged a licensed subcontractor on your behalf (for example, an excavation contractor for sewer line replacement), any non-recoverable fees paid to that subcontractor are non-refundable.

5. Cancellation and Refunds

Refunds related to project cancellations are governed by the cancellation terms set forth in our Terms & Conditions. In summary:

• Cancellations made at least 24 hours before a scheduled appointment incur no charge, and any deposit paid will be refunded in full.
• Cancellations made with less than 24 hours’ notice may be subject to a $75 cancellation fee, which will be deducted from any deposit refund.
• For projects already in progress, you will be invoiced for all work completed and materials purchased to date, and any remaining deposit balance will be refunded.

6. Dispute Resolution

ClearFlow is committed to resolving disputes fairly and amicably. If you are dissatisfied with the outcome of a refund request, we offer the following resolution process:

6.1 Internal Review

You may request an internal review of the decision by writing to our operations manager at [email protected] with the subject line “Refund Dispute.” A senior member of our team who was not involved in the original decision will review the case and provide a response within 10 business days.

6.2 Mediation

If the internal review does not result in a satisfactory resolution, either party may propose mediation through a mutually agreed-upon mediator in Harris County, Texas. The costs of mediation will be shared equally between the parties. Mediation is a non-binding process intended to facilitate a voluntary agreement.

6.3 Legal Remedies

Nothing in this Refund Policy limits your right to pursue legal remedies available under Texas law. Any legal action arising from or related to our services shall be brought in the state or federal courts of Harris County, Texas, in accordance with the governing law provisions in our Terms & Conditions.

6.4 Regulatory Complaints

You also have the right to file a complaint with the Texas State Board of Plumbing Examiners or the Texas Attorney General’s Consumer Protection Division if you believe ClearFlow has engaged in unfair or deceptive business practices. We will cooperate fully with any regulatory inquiry.

7. Warranty-Related Refunds

Refund requests that arise from warranty claims are first processed through our warranty procedure as described in our Terms & Conditions. Our priority is always to correct the issue rather than issue a refund. However, if a warranty repair cannot be completed to a reasonable standard after two good-faith attempts, a partial or full refund of the original service cost may be offered at ClearFlow’s discretion.

Manufacturer warranty claims for materials are handled directly with the manufacturer, and refund or replacement terms are subject to the manufacturer’s policies. ClearFlow will assist you in navigating the manufacturer’s claims process at no additional charge.

8. Contact Us

If you have any questions about this Refund Policy, need to submit a refund request, or wish to discuss a concern about a recent service, please contact us:

• Company: ClearFlow Plumbing & Waterproofing Ltd
• Address: 2847 Riverside Drive, Suite 105, Houston, TX 77042
• Email: [email protected]
• Website: auditpro.pro

We value your business and your trust in ClearFlow. Our goal is to ensure that every client receives fair treatment and that any concerns are addressed with the professionalism and transparency you deserve.