Latchel Guarantee and Refund Request Policy

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The Refund Policy

1. Timing for Refund Requests
   • Full refunds must be requested within 72 hours of the invoice being submitted.
   • Partial refunds can be requested up to 45 days after the invoice date, with the refund amount up to 50% or a maximum of $300 per invoice.
2. Eligibility for Refunds
   • Refunds WILL be granted if:
     • Latchel cancels a job without notifying the service provider.
     • Latchel assigns an incorrect trade for a job.
     • Latchel fails to follow explicit instructions from the property manager resulting in monetary loss.
     • Pre-approval requirements are not met as configured in the Latchel system.
     • Latchel authorizes a budget beyond the set limit without the property manager’s approval.
   • Refunds WILL NOT be granted for:
     • Errors made by the Property Manager using the Latchel software.
     • Inaccurate or misleading access instructions provided by the Property Manager.
     • Disputes over service provider fees outside standard business hours.
     • Effective resolutions within the agreed budget or parameters.
     • Voided workmanship guarantee or parts warranty.
3. How to Request for a Refund and it’s Review Process
   • The Property Manager submits refund requests by emailing success@latchel.com. Be sure to include the work order reference number or URL and the invoice that is being disputed.
   • The Customer Experience team reviews the request and responds within 5 business days.

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Guarantee and Warranty Policies

1. Workmanship Guarantee
   • Latchel Vendor Network service providers must offer a minimum 30-day workmanship guarantee. If the same issue recurs within this period, the service provider will address it at no additional cost. There may be additional charges if a new problem or different root cause is identified.
2. Warranty
   • Latchel Vendor Network service providers also offer a 1-year warranty on parts.
3. Exceptions to Guarantee Warranty
   • The guarantees DO NOT apply if:
     • The failure is due to equipment reaching its end of life and the replacement is denied.
     • An identified deeper root cause still needs to be addressed despite recommendations.
     • A different service provider completing work on the same issue voids both the workmanship guarantee and parts warranty from the initial Latchel Vendor Network service provider. This applies even if the second service provider was also sourced through Latchel. In such cases, no refunds for the initial repair will be issued.
4. How to Request a Recall or Make a Warranty Claim
   • Send an email to the team listed below. Please provide a quick summary of the issue and the work order number for reference.
     • Recall/Warranty Claim: Email our Service Operations team at team@latchel.com.
     • Refund: Email our Support Team at success@latchel.com.
   • Refunds and Recalls must be received within the timeframes referenced above.
   • The Workmanship Guarantee and Parts Warranty are voided when a different service provider completes work on the same issue.