{"id":1125,"date":"2019-12-10T18:04:35","date_gmt":"2019-12-11T01:04:35","guid":{"rendered":"https:\/\/latchel.ticksites.com\/wp2\/?p=1125"},"modified":"2019-12-10T18:04:35","modified_gmt":"2019-12-11T01:04:35","slug":"latchel-refund-request-policy","status":"publish","type":"post","link":"https:\/\/latchel.ticksites.com\/wp2\/latchel-refund-request-policy\/","title":{"rendered":"Latchel Refund Request Policy"},"content":{"rendered":"<p><b>Purpose<\/b><\/p>\n<p><span style=\"font-weight: 400;\">The purpose of this document is to create a formal refund policy. The goal is to create a repeatable process that is fair to both Latchel and the Property Manager. We want to create clear cut rules that will make the decision making process transparent and fair for all parties involved.\u00a0<\/span><\/p>\n<p><b>Refund Policy<\/b><span style=\"font-weight: 400;\">: To receive a full refund, the request must be received within 72 hours of the invoice being submitted. Partial refunds may be requested up to 45 days after the invoice was submitted. The partial refund request amount can be up to 50% up to a maximum of $300 per invoice.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Reasons Latchel <\/span><b>will <\/b><span style=\"font-weight: 400;\">grant a refund request<\/span><span style=\"font-weight: 400;\">:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Latchel cancels the job without notifying the service provider.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Latchel assigns an incorrect trade for a job (e.g. Latchel sends a plumber or an HVAC technician to fix a pool pump will be refunded. Sending<\/span> <span style=\"font-weight: 400;\">a plumber for a small plumbing job will <\/span><b>NOT <\/b><span style=\"font-weight: 400;\">be refunded for this reason alone).<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Latchel does not follow explicit instructions given by a property manager which results in monetary loss.<\/span>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Instructions or updates to instructions must be sent through any of the following methods:<\/span>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">SMS-\u00a0 1 hour before the appointment (during business hours)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Webchat-\u00a0 1 hour before the appointment (during business hours)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u00a0E-mail-\u00a0 1 business day before the appointment time (at least 24 hours)<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Latchel dispatches anything that requires pre-approval but there is no evidence of approval given.<\/span>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Owner pre-approval must have been configured in the Latchel system using owner profiles to be refunded.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Latchel not following clear directions on pre-dispatch instructions will be refunded.<\/span><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Latchel authorizes a budget beyond the hard budget limit without property manager approval.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Latchel dispatches for any of the following without written and\/or oral approval:<\/span>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Lightbulbs<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Pool or Spa Cleaning<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Cosmetic Requests:<\/span>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">House Cleaning<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Yard Cleaning<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Gutter Cleaning<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Window Washing<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Pressure Washing<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Window coverings (e.g. blinds, shades, curtains)<\/span><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Appliances:<\/span>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Solo Microwave<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Washer<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Dryer<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Dishwasher<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Reasons Latchel<\/span><b> will not <\/b><span style=\"font-weight: 400;\">grant a refund request<\/span><span style=\"font-weight: 400;\">:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Property Manager or Property Manager user error using the Latchel software resulting in an unwanted dispatch.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Property Manager access instructions provided to Latchel are inaccurate, misleading, or the keys are missing from the lockbox.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Property Manager \u201cknows a guy\u201d who can get the job done at a reduced cost. That person is not on the preferred service provider list or did not accept job.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Disagreement with service provider\u2019s weekend and after-hours dispatch fees. These fees are typically higher because it is not during business hours.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Property Manager disputes service call within budget that resolves the work order effectively.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Any work order sent to Latchel by an authorized property manager or an Appfolio\/ or other automated sync.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Other situations not within the acceptable guidelines are up to Latchel\u2019s discretion:<\/span>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">These situations will be researched to find the root cause of the issue. If Latchel is at fault a refund request will be granted within the set guidelines.\u00a0 To receive a full Refund, the request must be received within 72 hours of the invoice being submitted. Partial refunds may be requested up to 45 days after the invoice was submitted.The partial refund request amount can be up to 50% up to a maximum of $300 per invoice.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>Review Process:<\/strong><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Property manager submits refund request via <\/span><a href=\"https:\/\/docs.google.com\/forms\/d\/1oQ7ztJD0LUhbxR9y-dvmIhCnd2LD9A9KqkDHaNiuVrk\/viewform?edit_requested=true\"><span style=\"font-weight: 400;\">Refund Request Form<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Customer Experience reviews request.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Customer Experience emails customer with final decision within 5 business days.<\/span><\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>Purpose The purpose of this document is to create a&hellip;<\/p>\n","protected":false},"author":12,"featured_media":786,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[353],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v18.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Latchel Refund Request Policy | Latchel<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/latchel.ticksites.com\/wp2\/latchel-refund-request-policy\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Latchel Refund Request Policy | Latchel\" \/>\n<meta property=\"og:description\" content=\"Purpose The purpose of this document is to create a&hellip;\" \/>\n<meta property=\"og:url\" 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