Back to home

Refund Policy

Last updated: January 1, 2025  |  Emperian Agency LLC

This Refund Policy governs the terms under which Emperian Agency LLC ("Company," "we," "us") issues refunds or replacements to clients ("Contractor," "you") who purchase qualified booked estimations through our pay-per-estimation service.

By engaging our Services and making payment, you acknowledge and agree to the terms outlined in this policy.

1. Our Pay-Per-Estimation Model

Emperian Agency LLC charges $100 per qualified booked estimation delivered to your calendar. A "qualified booked estimation" is defined as a homeowner who:

  • Owns or is responsible for the property in question
  • Has expressed intent to have an HVAC system installed or replaced
  • Has agreed to an in-person estimate
  • Has been confirmed via our multi-step qualification process
  • Has been booked into the Contractor's calendar with confirmed contact details, address, and appointment time

2. Eligible Refund & Replacement Circumstances

A refund or replacement booking will be issued in the following circumstances:

  • Lead Cancellation: The homeowner cancels the appointment prior to the scheduled estimation date, and the cancellation was not caused by contractor action or inaction.
  • Unqualified Lead: Upon arrival or contact, the homeowner is found to not meet the qualified lead definition (e.g., they do not own the property, are not seeking a qualifying system type, or were not in agreement with an in-person estimate).

In either case, the Contractor may choose between:

  • A full $100 refund for the affected booking, or
  • A replacement booking of equivalent quality at no additional charge

3. Non-Refundable Circumstances

Refunds will not be issued in the following circumstances:

  • Contractor No-Show: The Contractor failed to attend the scheduled estimation appointment.
  • Contractor Refusal: The Contractor declined to complete the estimation once on-site or upon contact with the homeowner.
  • External Factors: Cancellations or issues caused by weather events, homeowner emergencies, or other circumstances outside the reasonable control of Emperian Agency LLC.
  • Change of Mind: The Contractor decides post-booking that they no longer wish to service the geographic area or the system type after the lead has already been delivered.
  • Pricing Disputes: The homeowner proceeds with the estimation but does not accept the Contractor's quote. Conversion is the Contractor's responsibility.

4. How to Request a Refund or Replacement

To request a refund or replacement, Contractors must:

  • Notify Emperian Agency LLC in writing within 48 hours of the scheduled appointment time
  • Provide the booking reference, homeowner name, and a brief description of the issue
  • Send the request to: emperianagency@gmail.com

Requests submitted after 48 hours may not be eligible for refund or replacement at our discretion.

5. Refund Processing Timeframe

Approved refunds will be processed within 7 business days of written confirmation of eligibility. Refunds are issued to the original payment method. Processing times may vary depending on your financial institution.

6. Replacements

Replacement bookings will be delivered within the standard delivery window for your campaign, subject to available lead volume in your service area. Replacements are not guaranteed within a specific number of days but will be prioritized within our delivery system.

7. First Estimation Payment

The first estimation fee of $100 is required upfront to initiate your campaign. This covers account configuration, campaign build, pixel installation, CRM integration, and calendar setup. Subsequent estimations are charged after each booking is confirmed.

8. Ad Spend

Ad spend is paid directly to Meta by the Contractor and is subject to Meta's own advertising terms and refund policies. Emperian Agency LLC does not process, control, or refund ad spend paid to Meta.

9. Disputes

If you believe a refund or replacement has been incorrectly denied, please contact us at emperianagency@gmail.com with full details. We will review and respond within 5 business days.

10. Policy Changes

Emperian Agency LLC reserves the right to modify this Refund Policy at any time. Changes will be communicated via email or notice on our website. Continued use of our Services constitutes acceptance of any updated policy.

11. Contact

Emperian Agency LLC
1209 MOUNTAIN ROAD PL NE STE R
ALBUQUERQUE, NM 87110
Email: emperianagency@gmail.com