Purpose

The purpose of this document is to create a formal refund policy. The goal is to create a repeatable process that is fair to both Latchel and the Property Manager. We want to create clear cut rules that will make the decision making process transparent and fair for all parties involved. 

Refund Policy: To receive a full refund, the request must be received within 72 hours of the invoice being submitted. Partial refunds may be requested up to 45 days after the invoice was submitted. The partial refund request amount can be up to 50% up to a maximum of $300 per invoice.  

Reasons Latchel will grant a refund request:

  • Latchel cancels the job without notifying the service provider.
  • Latchel assigns an incorrect trade for a job (e.g. Latchel sends a plumber or an HVAC technician to fix a pool pump will be refunded. Sending a plumber for a small plumbing job will NOT be refunded for this reason alone).
  • Latchel does not follow explicit instructions given by a property manager which results in monetary loss.
    • Instructions or updates to instructions must be sent through any of the following methods:
      • SMS-  1 hour before the appointment (during business hours)
      • Webchat-  1 hour before the appointment (during business hours)
      •  E-mail-  1 business day before the appointment time (at least 24 hours)
  • Latchel dispatches anything that requires pre-approval but there is no evidence of approval given.
    • Owner pre-approval must have been configured in the Latchel system using owner profiles to be refunded.
    • Latchel not following clear directions on pre-dispatch instructions will be refunded.
  • Latchel authorizes a budget beyond the hard budget limit without property manager approval.
  • Latchel dispatches for any of the following without written and/or oral approval:
    • Lightbulbs
    • Pool or Spa Cleaning
    • Cosmetic Requests:
      • House Cleaning
      • Yard Cleaning
      • Gutter Cleaning
      • Window Washing
      • Pressure Washing
      • Window coverings (e.g. blinds, shades, curtains)
    • Appliances:
      • Solo Microwave
      • Washer
      • Dryer
      • Dishwasher

Reasons Latchel will not grant a refund request:

  • Property Manager or Property Manager user error using the Latchel software resulting in an unwanted dispatch.
  • Property Manager access instructions provided to Latchel are inaccurate, misleading, or the keys are missing from the lockbox.
  • Property Manager “knows a guy” who can get the job done at a reduced cost. That person is not on the preferred service provider list or did not accept job.
  • Disagreement with service provider’s weekend and after-hours dispatch fees. These fees are typically higher because it is not during business hours.
  • Property Manager disputes service call within budget that resolves the work order effectively.
  • Any work order sent to Latchel by an authorized property manager or an Appfolio/ or other automated sync.
  • Other situations not within the acceptable guidelines are up to Latchel’s discretion:
    • These situations will be researched to find the root cause of the issue. If Latchel is at fault a refund request will be granted within the set guidelines.  To receive a full Refund, the request must be received within 72 hours of the invoice being submitted. Partial refunds may be requested up to 45 days after the invoice was submitted.The partial refund request amount can be up to 50% up to a maximum of $300 per invoice.

Review Process:

  1. Property manager submits refund request via Refund Request Form 
  2. Customer Experience reviews request.
  3. Customer Experience emails customer with final decision within 5 business days.

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