Refund Policy

Our Commitment to Quality

Metropolitan Duct & Flue Cleaning Service is committed to providing exceptional chimney cleaning and maintenance services. We stand behind the quality of our work and want you to be completely satisfied with our service.

This Refund Policy outlines our service guarantees and the procedures for requesting refunds or addressing service concerns.

Service Satisfaction Commitment

We offer a satisfaction commitment on all our chimney cleaning services. If you are not completely satisfied with the quality of our work, we will make it right at no additional charge.

Refund Eligibility

Full Refund Scenarios

We provide full refunds in the following circumstances:

• Service was not performed as scheduled without prior notification
• Work was completed but was demonstrably substandard and we cannot resolve the issue
• Charges were incorrect due to our error
• Service was cancelled with appropriate notice but charges were still applied

Partial Refund Scenarios

Partial refunds may be provided when:

• Service was partially completed due to circumstances beyond our control
• Additional charges were applied without prior approval
• Service quality was acceptable but not up to our usual standards

Non-Refundable Situations

Refunds are not available in the following situations:

• Service was completed to professional standards but customer expectations were not met
• Issues arise from pre-existing conditions or damage not related to our service
• Customer refused access or prevented completion of service
• Service was cancelled with less than 24 hours notice
• Payment was processed but customer did not report issues within the 30-day window
• Service was performed as quoted and agreed upon

Service-Specific Policies

Chimney Cleaning Services

Our chimney cleaning service includes:

• Removal of soot, creosote, and debris from the chimney system
• Cleaning of the fireplace and hearth area
• Visual inspection of accessible chimney components
• Basic safety assessment

If the cleaning does not meet professional standards, we will re-clean the chimney at no charge or provide a full refund.

Chimney Inspections

Our inspection services include a comprehensive evaluation of your chimney system. Refunds for inspection services are available if:

• Inspection was not completed as promised
• Report was not provided within the agreed timeframe
• Inspector did not access all promised areas

Emergency Services

Emergency service calls are non-refundable once work has begun, as these services involve immediate response and resource allocation. However, if we fail to respond within the promised timeframe, a full refund will be provided.

How to Request a Refund

To request a refund, please follow these steps:

Step 1: Contact Us

Contact our customer service team within 30 days of service completion. You can reach us by:

• Phone: (301) 774-2077
• Email: jaycezimmerman@metductsvc.com
• Mail: 17735 New Hampshire Ave, Ashton, MD 20861-3631

Step 2: Provide Details

Please include the following information in your request:

• Date of service
• Service address
• Description of the issue or concern
• Service invoice or work order number
• Preferred resolution (refund or re-service)

Step 3: Investigation

We will investigate your concerns and may need to schedule a follow-up visit to assess the situation. Our goal is to resolve all issues promptly and fairly.

Step 4: Resolution

We will communicate our decision within 5 business days and implement the appropriate solution, whether that's a refund, re-service, or other resolution.

Refund Processing

Approved refunds will be processed within 10 business days using the same payment method used for the original transaction:

• Credit/Debit Cards: Refunds will appear on your card statement within 5-10 business days
• Cash Payments: Refunds will be issued via check or electronic payment
• Check Payments: Refunds will be issued via check

Dispute Resolution

If you are not satisfied with our initial response to your refund request, we encourage you to escalate the matter to our management team. We are committed to working with you to find a fair resolution.

For persistent disputes, we may recommend third-party mediation or arbitration services to reach a mutually acceptable resolution.

Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website and will apply to services performed after the change date.

Contact Information

If you have any questions about this Refund Policy or need to discuss a service concern, please contact us: