CIVERMARK LLC CANCELLATION & REFUND POLICY

Effective Date: July 2, 2026

This Cancellation & Refund Policy applies to appointments and services provided by Civermark LLC.

"Civermark," "we," "us," and "our" refer to Civermark LLC. "Customer," "you," and "your" refer to the person or organization requesting, authorizing, or purchasing services.

By scheduling an appointment or approving a quote, you agree to this Policy.

1. Cancellation and Rescheduling

Civermark understands that schedules can change.

Customers may cancel or reschedule an appointment without charge by contacting Civermark by telephone, text message, email, or through the available scheduling system.

Civermark does not currently charge:

• Cancellation fees.

• Rescheduling fees.

• No-show fees.

• No-access fees.

• Trip fees.

Customers are encouraged to provide as much notice as reasonably possible so Civermark can adjust its schedule.

2. Optional Day-Before Courtesy Call

Customers may choose to receive an optional courtesy telephone call on the day before their scheduled service date.

The call may be used to:

• Remind the customer that service is scheduled for the following day.

• Confirm basic access details.

• Communicate any scheduling change known at that time.

The courtesy call does not provide or guarantee an exact arrival time.

Civermark's arrival timing may be affected by:

• The length or condition of previous jobs.

• Unexpected service complications.

• Traffic.

• Weather.

• Routing changes.

• Equipment or vehicle issues.

• Emergencies.

• Other circumstances outside Civermark's reasonable control.

Selecting the courtesy call is optional and is not required to book or receive service.

Failure to receive, answer, or return the courtesy call does not cancel or reschedule the appointment.

Customers who need to cancel or reschedule must contact Civermark directly.

3. Appointment Timing

A confirmed service date does not guarantee arrival at an exact minute unless Civermark expressly provides a guaranteed time in writing.

Civermark will make reasonable efforts to:

• Perform service on the confirmed date.

• Provide available arrival information.

• Communicate significant delays.

• Contact the customer if the appointment must be moved to another date.

An estimated arrival time or window may change as the service date progresses.

4. Missed Appointments and Access Problems

If Civermark arrives but cannot access the property, dryer, dryer-vent system, exterior termination, or work area, the appointment may be rescheduled.

Access problems may include:

• No authorized adult being available.

• The customer not answering or providing entry.

• An incorrect service address.

• A locked gate or building entrance.

• A blocked dryer or work area.

• Unsecured pets.

• Missing property-owner or management permission.

• An undisclosed unsafe condition.

Civermark will not charge a cancellation, no-show, no-access, or trip fee.

Civermark may decline future bookings when a customer repeatedly misses appointments, provides incorrect information, or fails to provide reasonable access.

5. Cancellation by Civermark

Civermark may cancel or reschedule an appointment because of:

• Severe weather.

• Unsafe road conditions.

• Illness or emergency.

• Vehicle or equipment failure.

• Unsafe property conditions.

• Earlier appointments taking longer than reasonably expected.

• Scheduling or staffing problems.

• Circumstances outside Civermark's reasonable control.

The customer will not be charged for work Civermark does not perform.

Any payment collected solely for unperformed work will be refunded or applied to a new appointment according to the customer's preference.

Civermark will make reasonable efforts to communicate the change using the customer's provided contact information.

6. Cancellation Before Work Begins

Customers may cancel before Civermark begins work.

Payment made for work that has not started will be refunded, except for specially ordered materials when:

• The customer approved the purchase.

• Civermark disclosed that the item would be nonrefundable.

• Civermark already purchased the item.

• The item cannot reasonably be returned.

Civermark does not currently require a standard deposit for ordinary dryer-vent-cleaning appointments.

7. Cancellation After Work Begins

If a customer asks Civermark to stop after work begins, the customer may be responsible for:

• Services already completed.

• Reasonable labor already performed.

• Materials already installed with approval.

• Approved specially ordered, nonreturnable materials.

The customer will not be charged for labor that was not performed.

8. Additional Work

The original price may change if Civermark discovers conditions outside the approved service description, including:

• Severe lint buildup or blockage.

• Inactive nesting material or pest debris.

• Difficult or rooftop exterior access.

• Gas-dryer access requirements.

• Damaged or disconnected ductwork.

• An unusually long or complex vent.

• Additional dryers or vent systems.

• Additional equipment, labor, or materials.

Civermark will request approval before performing additional chargeable work.

Customers may decline additional work. Civermark may be unable to complete the original service if additional work is necessary for safe access or proper completion.

The customer remains responsible for approved work completed before the additional condition was discovered.

9. Unsafe or Unserviceable Conditions

Civermark may refuse, postpone, or stop work because of:

• A suspected gas leak.

• A damaged or unsafe gas connection.

• Unsafe electrical conditions.

• An appliance that cannot be safely moved.

• Significant mold or biological contamination.

• Live wildlife.

• An active nest containing eggs, chicks, or dependent young.

• Bats or current bat activity.

• Aggressive or stinging insects.

• Unsafe ladder or roof conditions.

• Damaged or inaccessible ductwork.

• A condition requiring another qualified provider.

Customers will not be charged for portions of the service Civermark does not perform.

Customers remain responsible for approved work already completed and approved materials already installed.

10. Completed Services

Cleaning and maintenance services involve labor that cannot be returned after completion.

Completed service is not automatically refundable merely because:

• Less lint or debris was present than expected.

• The customer changes their mind.

• The dryer continues to dry slowly.

• The appliance has a separate mechanical, electrical, or gas problem.

• The vent has a design, installation, or damage issue.

• A concealed or inaccessible section could not be cleaned.

• Wildlife, insects, or debris later return.

• The customer expected a result outside the approved service description.

Civermark does not guarantee a specific drying-time improvement, utility-cost reduction, airflow measurement, or prevention of every future blockage, dryer fire, appliance failure, or wildlife entry.

11. Reporting a Service Concern

Customers should inspect completed work before Civermark leaves whenever practical.

A workmanship concern should be reported within seven calendar days whenever reasonably possible.

The report should include:

• Customer name.

• Service address.

• Appointment date.

• Description of the concern.

• Relevant photographs or videos, when available.

The seven-day reporting request does not eliminate any legal right that cannot lawfully be limited.

12. Opportunity to Inspect or Correct

Before hiring another provider to correct an alleged problem or requesting reimbursement, the customer agrees to provide Civermark a reasonable opportunity to:

• Review service records and photographs.

• Discuss the concern.

• Inspect the affected area.

• Correct a billing error.

• Reperform an affected portion of the service when appropriate.

This does not apply when immediate action is reasonably necessary to prevent injury, a gas emergency, fire, or serious property damage.

13. Workmanship Remedy

If Civermark determines that an agreed portion of its service was not properly completed, Civermark's first remedy will ordinarily be to correct or reperform the affected portion without an additional labor charge.

This remedy does not cover:

• New lint accumulation.

• New blockages.

• Appliance failure.

• Defective or damaged ductwork.

• Improper installation.

• Wildlife or pest reentry.

• Customer or third-party changes.

• Areas Civermark could not reasonably access.

• Conditions unrelated to Civermark's work.

Depending on the circumstances, Civermark may instead provide a partial refund, full refund, service credit, or another reasonable resolution.

14. When Refunds May Be Issued

Civermark may issue a full or partial refund when:

• The customer was charged incorrectly.

• The customer paid for a service that was not performed.

• Civermark collected payment and canceled without providing the service.

• Civermark cannot reasonably correct a verified workmanship issue.

• The parties agree that a refund is the fairest resolution.

• A refund is required by applicable law.

Refunds will not exceed the amount the customer paid for the affected service.

15. Refund Processing

Approved refunds will generally be returned through the original payment method.

The time required for a refund to appear may depend on the customer's bank, card issuer, or payment processor.

16. Deposits and Prepayments

If Civermark later requires a deposit or prepayment, the applicable quote, invoice, or booking confirmation will identify:

• The service being reserved.

• The total quoted price.

• The amount collected.

• The remaining balance.

• Whether any portion is nonrefundable.

• Applicable cancellation terms.

• Separately approved charges.

Unless clearly disclosed otherwise before payment, money collected for work Civermark does not perform will be refunded.

17. Promotional Offers

Promotional discounts:

• Have no cash value.

• Cannot be exchanged for cash.

• Apply only to qualifying services.

• Apply only during the stated promotional period.

• May not be combined unless the offer permits it.

A refund will be based on the amount the customer actually paid after discounts.

18. Payment Disputes

Customers should contact Civermark before initiating a chargeback or payment dispute so Civermark has a reasonable opportunity to:

• Review the invoice.

• Correct a billing error.

• Review service documentation.

• Inspect a reported concern.

• Offer an appropriate resolution.

Nothing in this section prevents a customer from exercising rights that cannot legally be waived.

19. Legal Cancellation Rights

Nothing in this Policy limits any cancellation or refund right provided by federal, state, or local law.

When a transaction legally requires a separate cancellation notice or statutory cancellation period, the required notice will control over a conflicting provision in this Policy.

20. Changes to This Policy

Civermark may update this Policy for future appointments.

The version available when the customer schedules or approves service will govern that appointment unless the parties agree otherwise in writing.

21. Contact Civermark

Questions, cancellation requests, refund requests, and service concerns may be submitted to:

Civermark LLC Serving Northeast Ohio

(216) 282-3860 

service@civermark.com

civermark.com