Refund policy.
What happens if a ticket doesn't close clean. Short version: open a callback ticket — we re-run the runbook. If we can't, you don't pay. Long version below. Last reviewed July 2026.
Default
The default is re-install rather than refund. If something we did isn't right — screen tilting, cables looking untidy, bracket squeaking, patched holes badly finished — open a callback ticket. We come back at our cost, in a slot that suits you, and re-run the install. That's the 12-month workmanship cover.
Where we genuinely can't make it right, you don't pay. Full refund of the ticket value, no fee retained.
Full refund — when
- We close the ticket but the install doesn't meet the agreed scope (wrong bracket class, screen too low, full-motion arm that doesn't actually move).
- We damage your wall or screen beyond what we can repair on the day.
- We miss the dispatch window without prior comms and you can't reach ops within 24 hours.
- You exercise the statutory 14-day cancellation right before any work has started (the right doesn't extend to post-install).
Partial refund — when
- You opened with the CBL-IN add-on but the wall required a surface channel — the +$89 line item comes off the invoice automatically; you only pay for what was done.
- SND-BR add-on opened but the soundbar bracket part didn't land in time — the +$79 comes off the invoice; we'll rebook the bracket portion if you want.
No refund — when
- Install matches the scope agreed at intake, but you've changed your mind about the location. We'll re-mount at a reduced ticket value, but the original install stands.
- Damage after we left — third-party drilling, accidental impact, water from an unrelated event.
- Cancellation inside 24 hours of the slot ($40 diary fee per the terms).
How to open
Text the same number you booked through (or email ops@mountsolution.online) with the ticket ID and a photo of whatever's wrong if it's visual. Ops responds within four working hours.
How long
Where a refund is owed, it lands on the card used at signoff within 7 working days of agreement. If you paid by bank transfer, we'll need the account details — we don't store them.
Statutory rights
This policy sits on top of, and doesn't reduce, your consumer protection rights. Where the law entitles you to more, the law applies.