Introduction
At Bulgarian Landscapes, we strive to provide high-quality landscape design, installation, and maintenance services that meet or exceed our clients' expectations. We understand that sometimes situations arise where a refund may be requested. This Refund Policy outlines the conditions under which we provide refunds for our services and products.
Last updated: May 15, 2024
General Refund Conditions
Our refund policy varies depending on the type of service or product purchased and the stage of project completion. We assess each refund request on a case-by-case basis, taking into consideration factors such as:
- The nature of the service or product
- The time elapsed since purchase
- The stage of project completion
- The reason for the refund request
- Any contractual agreements in place
All refund requests must be submitted in writing to our customer service team at [email protected].
Refund Policy by Service Type
Landscape Design Services
For landscape design services, our refund policy is as follows:
- Cancellation before work begins: If you cancel your design project before we have begun work, we will refund your deposit minus a 10% administrative fee.
- Cancellation after initial consultation: If you cancel after we have conducted the initial site visit and consultation but before design work has begun, we will refund 75% of your deposit.
- Cancellation during the design process: If you cancel after design work has begun but before the final design is delivered, refunds will be prorated based on the percentage of work completed, minus a 15% administrative fee.
- After design delivery: Once the final design has been delivered, no refunds will be provided for design services.
Landscape Installation Services
For landscape installation services, our refund policy is as follows:
- Cancellation before work begins: If you cancel your installation project before any work has begun or materials have been ordered, we will refund your deposit minus a 15% administrative fee.
- Cancellation after materials have been ordered: If you cancel after materials have been ordered but before installation has begun, we will refund your deposit minus the cost of materials already purchased and a 15% administrative fee.
- Cancellation during installation: If you cancel during the installation process, refunds will be prorated based on the percentage of work completed and materials used, minus a 15% administrative fee.
- After installation completion: Once the installation is complete, refunds will only be considered if the work does not meet the agreed-upon specifications and we are unable to remedy the issues within a reasonable timeframe.
Maintenance Services
For landscape maintenance services, our refund policy is as follows:
- One-time maintenance services: For one-time maintenance services, no refunds will be provided after the service has been completed. If you are dissatisfied with the service, please contact us within 48 hours so we can address any issues.
- Subscription maintenance services: For ongoing maintenance subscriptions, we will refund the prorated amount for any prepaid services that have not yet been performed if you cancel your subscription.
Plant and Product Purchases
For plants, materials, and other products purchased through Bulgarian Landscapes, our refund policy is as follows:
- Defective or damaged products: If products are delivered damaged or defective, please notify us within 48 hours of delivery, and we will replace the items or provide a full refund.
- Plant health warranty: We provide a 30-day warranty on plants we install. If a plant fails due to natural causes within 30 days of planting, we will replace it once at no additional cost. This warranty does not cover plants that die due to improper care, pest infestations, extreme weather events, or other factors beyond our control.
- Returned products: Unused and undamaged products in their original packaging may be returned within 14 days of purchase for a full refund minus a 10% restocking fee. Custom-ordered items and special orders are non-refundable.
Conditions for Refund Eligibility
To be eligible for a refund, the following conditions must be met:
- The refund request must be submitted in writing within the specified timeframe
- You must provide proof of purchase (invoice, receipt, or order number)
- The services or products must meet the criteria specified in our refund policy
- Any materials provided by us must be returned in their original condition (if applicable)
Refunds may be denied if:
- The request is made outside the specified timeframe
- The dissatisfaction is due to factors outside our control
- The work performed meets the specifications agreed upon in the contract
- The client has violated terms of the service agreement
Refund Process
When a refund request is approved, the following process applies:
- Submit your refund request in writing to [email protected], including your order number, reason for the refund, and any supporting documentation.
- Our customer service team will review your request and respond within 5 business days.
- If your refund is approved, the amount will be processed using the same payment method used for the original purchase, unless otherwise agreed.
- Refunds typically take 7-14 business days to appear in your account, depending on your payment provider.
Refund Timeframes
We process approved refunds according to the following timeframes:
- Credit/Debit Card Payments: Refunds to credit or debit cards typically take 5-10 business days to appear on your statement, depending on your card issuer.
- Bank Transfers: Refunds via bank transfer usually take 3-7 business days to process.
- Cash Payments: Cash refunds can be collected from our office by appointment, or we can process a bank transfer if you provide your banking details.
Please note that during peak seasons or holidays, refund processing may take longer than the timeframes specified above.
Exceptions to the Refund Policy
Certain circumstances may be exempt from our standard refund policy:
- Force Majeure: If services are interrupted or cancelled due to events beyond our control (such as natural disasters, extreme weather, or government restrictions), we will work with you to reschedule or provide appropriate credits, but refunds may not be available.
- Custom Design Work: Custom design work created specifically for you is generally non-refundable once the final designs have been delivered.
- Special Order Items: Products or materials specially ordered for your project are non-refundable unless they arrive damaged or defective.
- Promotional or Discounted Services: Services purchased at a promotional rate or with a special discount may have different refund terms, which will be specified at the time of purchase.
Dispute Resolution
If you are dissatisfied with our decision regarding your refund request, we encourage you to contact our customer service team to discuss the matter further. We are committed to resolving disputes fairly and amicably.
If we cannot reach a mutually satisfactory resolution, you may have recourse through:
- The payment processor used for your transaction
- Consumer protection agencies
- Alternative dispute resolution services
- Small claims court or other legal proceedings
We hope that such measures will not be necessary, as we strive to resolve all issues directly with our clients in a fair and reasonable manner.
Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically to stay informed about our refund terms.
The refund policy in effect at the time of your purchase will apply to your transaction.
Contact Information
If you have any questions about our Refund Policy or would like to request a refund, please contact us at:
We aim to respond to all inquiries within 2 business days.
