Cancellations & Refunds

Version 1.1 · updated October 14, 2026

1. The short version

You can cancel or move an appointment free of charge up to 3 hours before your window. The seasonal tune-up is free and always was. You pay nothing until a repair is completed, and nothing at all if we cancel. If the same defect comes back within a year, we return free. Refunds where they apply go back within 14 days. The detail below is the same thing with the edges defined.

2. Canceling or rescheduling an appointment

Call or email with your name and window and we will cancel or re-book it — free up to 3 hours before the start of the window. Inside 3 hours, or if our technician arrives and cannot get in, we may charge the standard diagnostic fee ($89); where the reason is a genuine emergency we use our discretion and usually waive it. We never charge a cancellation fee on top of the diagnostic fee, and rescheduling never costs anything.

3. If we cancel

If we cannot attend — technician illness, vehicle failure, extreme weather — we tell you as soon as we know, offer the next available slot with priority, and charge nothing for the missed visit. If any fee had been pre-agreed for that visit in exceptional circumstances, it is refunded in full.

4. The free tune-up: what “free” means exactly

The seasonal tune-up program is free in every dimension that matters: no service-call fee, no trip charge, no diagnostic fee, and no obligation to purchase anything. The technician performs the seasonal check, leaves the written condition report, and six months of phone and email support begins — all at $0. The only boundary: a household gets one free tune-up per heating season, within our service area, and a system that is already known to be non-functional goes through a paid diagnostic visit instead, since there is nothing to tune. Finding repair work and quoting it firmly is part of the visit; your decision to proceed or decline is entirely yours, and a large share of tune-ups end with “your system is fine — see you next fall.”

5. Refunds on repairs

Payment for a repair is due on completion. If a repair fails within the warranty year because of the defect we repaired or a part we installed, you do not need a refund — you need the free return visit the warranty promises, and that takes priority over any money-back discussion. If you have paid for work you believe was not performed in a workmanlike manner, write to us with the invoice number; where we agree, or where an independent assessment finds in your favor, we refund the affected charge in full within 14 days, by the original payment method.

6. The diagnostic fee

The $89 diagnostic fee applies when we attend and diagnose, and is credited toward the repair price if you proceed. It is refundable only where we fail to diagnose — for example where a fault is intermittent and does not present during testing — in which case we agree a reduced or waived fee before leaving, not after an argument.

7. Parts and canceled repairs

If you approve an Estimate and we order parts specifically for your Equipment, then you cancel before installation, we recover only what the supplier will not take back — never more, and we show you the supplier’s paperwork. Stocked parts that go straight back on the shelf cost you nothing.

8. Consumer rights

Nothing on this page limits your rights under applicable Ohio and federal consumer-protection law, including protections against deceptive practices and, for home solicitation contracts, applicable three-day cooling-off rights under the FTC’s Cooling-Off Rule where it applies. To escalate a dispute, you can contact the Ohio Attorney General’s consumer protection mediation program, your local small-claims court, or — for payment-card disputes — your card issuer. For privacy matters, your state attorney general is the relevant authority.

9. Timeline summary

10. Worked examples

Example A — ordinary reschedule: you booked Tuesday at 2 pm and call Monday evening to move it. Free, no conditions, the window goes to the next customer on the list. Example B — late cancellation: you cancel at 1:30 for a 2:00 slot after the truck is loaded and routed. The diagnostic fee applies, because the visit was genuinely consumed; we still waive it when the reason is a genuine emergency — say so and we will not argue. Example C — warranty claim: the ignitor we fitted in October fails the same way in February. You call with the invoice number; we book a priority return visit, the part is covered by its 12-month manufacturer warranty and the labor by the one-year repair warranty. You pay nothing. Example D — declined estimate: the technician finds a cracked heat exchanger on a 19-year-old furnace and quotes replacement; you decline. You pay only the $89 diagnostic visit, and we help you plan the replacement with whoever you choose — including advice on sizing questions, free.

11. Emergencies and prioritization

No heat in freezing weather, a CO alarm, a gas smell (call 911 first), or water actively leaking from a boiler are treated as emergencies: call rather than email, describe the symptom straight away, and the office offers the nearest emergency slot — same day wherever the diary allows, always with safety guidance by phone while you wait. Emergency visits carry the pricing shown on the pricing page; where the emergency visit leads to a repair you approve, the emergency fee is credited toward the repair exactly like the standard diagnostic fee.

12. Commercial accounts and property managers

Landlords, property managers and small businesses with multiple units can hold an account on net-30 terms. Cancellation and warranty terms are identical to consumer bookings; the differences are administrative — consolidated monthly invoicing, a named contact for access notes, and a single service-history view across properties, which keeps manufacturer warranties provable across a portfolio. Nothing in an account agreement reduces the warranty.

13. Record-keeping

Every cancellation, refund and warranty decision is logged against the invoice number with who made it and why. That log is what lets us honor promises made by any member of the team, on any day, without a memory contest — and it is what we show the mediator, the attorney general’s office or the court if a dispute ever reaches that stage. If you want to know what our records say about your job, ask: your state privacy rights cover them exactly as they cover everything else in the privacy policy, and the answer is free.

14. Summary in one paragraph

Move or cancel free until 3 hours before your window; the tune-up is free and stays free; pay nothing until a repair is complete; the same defect within a year brings us back free; a declined estimate costs only the diagnostic visit; an agreed refund lands within 14 days. Nothing on this page touches your statutory consumer rights — they apply on top of everything written here, not instead of it.

Provider: Oakline Home Services LLC dba Oakline Heating & Air, 2416 Sawmill Road, Suite D, Columbus, OH 43235, United States · +1 (614) 555-0138 · [email protected].