The principle behind this page
Service work is not a product you can return to a shelf. So the commitment here is simpler than a refund window: if our work did not do what it was supposed to do, we come back and make it right at no additional labor charge. A refund is the fallback when making it right is not possible.
Workmanship guarantee
If a repair we performed fails within the workmanship warranty period stated on your invoice, and the failure is attributable to our labor, we will return and correct it at no labor charge. This is the first remedy in almost every situation, and it is the one that usually resolves things fastest.
Diagnostic fees
- The diagnostic fee covers the trip and the technician time required to identify the failure. It is earned once that work is performed, whether or not you proceed with a repair.
- If you approve the recommended repair the same day, the diagnostic fee is applied toward the repair cost.
- If we are unable to complete a diagnosis for a reason within our control, the diagnostic fee is refunded in full.
Repairs
Completed repairs are generally not refundable, because labor and parts have been expended. However:
- If the repair did not resolve the problem it was intended to resolve, we return and re-diagnose at no additional diagnostic charge.
- If we misdiagnosed the failure and a part was replaced unnecessarily, you will not be charged for that part or its labor, and any amount already paid for it is refunded.
- Parts that carry their own manufacturer warranty are handled under that warranty, with the labor covered per your workmanship warranty period.
Equipment installations and replacements
Deposits
Equipment installations may require a deposit to order equipment. Once equipment is ordered, the deposit covers non-recoverable ordering and restocking costs. If you cancel:
- Before equipment is ordered — the deposit is refunded in full.
- After equipment is ordered but before installation — the deposit is refunded less any supplier restocking fee and shipping actually incurred, documented for you.
- After installation has begun — labor performed and materials consumed are billable; anything not yet performed is not.
After installation
Installed equipment cannot be returned once it has been commissioned and run. Manufacturer defects are addressed under the manufacturer warranty, and installation defects are addressed under our workmanship warranty. If an installed system does not perform to the specification we quoted, we will correct the installation — including duct, airflow, or charge corrections — at no additional charge.
Maintenance plans and prepaid visits
- Unused, unperformed visits on a prepaid plan are refundable on a pro-rated basis at any time.
- Visits already performed are not refundable.
- If you sell the property, remaining plan visits may be transferred to the new owner or refunded pro-rata — your choice.
Cancellations, rescheduling, and missed appointments
- Cancel or reschedule at no charge with reasonable advance notice. We would much rather move an appointment than have you sit home for one you no longer need.
- If we arrive for a scheduled appointment and cannot access the property or equipment, a trip charge may apply.
- If we miss a confirmed appointment window without notifying you, no trip or diagnostic charge applies to the rescheduled visit.
How to request a refund or a return visit
- Call or email us using the details at the bottom of this page. Have your invoice number and service address ready.
- Describe what is happening now versus what you expected. In most cases we will schedule a return visit first — it usually resolves the issue faster than a refund would.
- If a refund is the right outcome, approved refunds are issued to the original payment method, typically within 10 business days of approval.
Disputes
If we cannot reach an agreement, we ask that you contact us directly before initiating a payment card chargeback, so we have the chance to resolve it. Any dispute is otherwise handled under our Terms of Service.
What this policy does not cover
- Equipment or parts supplied by the customer
- Damage from power surges, lightning, storms, flooding, pests, or vandalism
- Failures caused by lack of required maintenance, including filter replacement
- Recommended repairs that you declined, and any consequences of that decision
- Work performed on the same system by another contractor after our visit
Contact us about this policy
Langston's Heating and Air Conditioning
Jacksonville, FL
Phone: (904) 467-1100
Email: LangstonsHeatingAndAir@gmail.com