Bulgarian Landscape Design

Introduction

Last Updated: May 15, 2024

At Bulgarian Landscape Design, we are committed to providing high-quality landscape design services that meet or exceed our clients' expectations. We understand that sometimes circumstances change, and our clients may need to request a refund. This Refund Policy outlines our procedures and conditions for refunds.

By engaging our services, you agree to this Refund Policy. Please read it carefully before making any payments to Bulgarian Landscape Design.

1. Refund Conditions

Refunds may be issued under the following conditions:

1.1 Design Services

• Initial Consultation Fee: If you cancel your scheduled initial consultation at least 48 hours before the appointment time, we will provide a full refund. Cancellations with less than 48 hours' notice will receive a 50% refund.
• Design Concept Phase: If you are not satisfied with the initial design concept and wish to discontinue our services before the detailed design phase begins, you may be eligible for a partial refund of up to 70% of the total project fee, less any costs already incurred.
• Detailed Design Phase: Once the detailed design phase has begun, refunds will be limited to 40% of the total project fee, less any costs already incurred.
• Final Design Approval: After you have approved the final design, no refunds will be issued for design services.

1.2 Installation and Implementation Services

• Pre-Implementation Cancellation: If you cancel implementation services before materials have been purchased or work has begun, you may receive a refund of up to 80% of the implementation fee.
• Mid-Project Cancellation: If you cancel implementation services after work has begun but before completion, refunds will be calculated based on the percentage of work completed and materials purchased, less any administrative costs.
• Post-Implementation: After project completion, refunds will only be considered for specific elements that do not meet the agreed-upon specifications or quality standards, and only if reported within 30 days of project completion.

1.3 Maintenance Services

• Pre-paid Maintenance Packages: If you cancel pre-paid maintenance services, you will receive a pro-rated refund for unused services, less a 10% administrative fee.
• Individual Maintenance Visits: Cancellations with at least 48 hours' notice will receive a full refund. Cancellations with less than 48 hours' notice are not eligible for a refund but may be rescheduled within the next 30 days.

2. Refund Processing Time

We process refund requests promptly and aim to complete them within the following timeframes:

• For payments made by credit or debit card: 5-10 business days
• For payments made by bank transfer: 7-14 business days
• For payments made by other methods: up to 30 business days

Please note that while we process refunds promptly on our end, the actual time it takes for the refund to appear in your account depends on your payment provider or bank's processing times, which are beyond our control.

3. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer service team at [email protected] or call +44 029 2258173.
2. Provide your full name, contact information, and order/project reference number.
3. Clearly state the reason for your refund request.
4. Include any relevant documentation or evidence to support your request (if applicable).
5. Specify your preferred refund method (original payment method is our default).

We will acknowledge your refund request within 2 business days and provide an initial response regarding eligibility within 5 business days.

For complex projects, we may need to conduct a site visit or detailed review before making a final decision on your refund request.

4. Exceptions to Our Refund Policy

The following situations are generally not eligible for refunds:

• Changes in personal preference after work has been completed according to the approved design
• Damage to installed elements caused by improper use, neglect, or natural disasters
• Plant failure due to improper care or maintenance by the client (contrary to our provided care instructions)
• Project delays or issues caused by factors outside our control (extreme weather, permit delays, etc.)
• Services completed more than 30 days prior to the refund request
• Custom-ordered materials that cannot be returned or reused

However, we evaluate each situation on a case-by-case basis and strive to find fair solutions even in exceptional circumstances.

5. Alternative to Refunds

In some cases, we may offer alternatives to monetary refunds, such as:

• Additional services at no extra cost
• Replacement of plants or materials
• Credit toward future services
• Modified design solutions
• Extended maintenance period

These alternatives may be offered when they provide a more efficient resolution to the issue than a monetary refund.

6. Dispute Resolution

If you are not satisfied with our decision regarding your refund request, we encourage you to contact our management team to discuss the matter further. We are committed to resolving disputes amicably and finding mutually acceptable solutions.

If we cannot resolve the dispute directly, you may seek mediation or arbitration through appropriate consumer protection agencies or legal channels.

7. Contact Information for Refund Inquiries

For any questions or concerns regarding our Refund Policy, please contact:

8. Changes to This Refund Policy

We may update our Refund Policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date. Significant changes will be communicated directly to active clients.

The Refund Policy in effect at the time of your purchase will apply to your transaction. We recommend reviewing this policy before making any payments to ensure you understand our current terms.