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Small print · Frame · 04

When we owe
you a refund.

A short policy explaining when money goes back, in what timeframe, and how the 12-month workmanship promise usually means we'd rather come back than refund you.

SINCE 2020

11 refunds.
8,420 rooms.

We'd rather make it right than refund — but when a refund is the right answer, it's fast and fair.

1. The principle

We'd rather come back and fix something than refund you and have you live with a result you didn't want. So our default offer is always a return visit at no cost. Refunds happen when a return visit isn't appropriate — you've used a different installer already, or the work simply couldn't be done.

2. Cancelling before the slot

If you cancel more than 4 hours before the arrival window, any deposit is refunded in full within five working days.

If you cancel inside 4 hours, a small $35 dispatch fee covers the reserved van slot, and the rest of any deposit is refunded.

If we cancel for any reason — illness, road closure, supply problem — any deposit is refunded in full within five working days, and you keep priority on the next available slot.

3. Cancelling at the door

Occasionally a visit reveals an install can't be done as planned — a hidden structural element, a wall that won't take an anchor, a TV larger than the snap suggested. In those cases:

  • If we can re-scope on the spot, we offer you the revised flat figure; accept or decline.
  • If you decline, a $45 visit fee covers our travel time and the rest is refunded.
  • If the situation was caused by something dispatch should have spotted from your snap, there is no visit fee, and we refund in full.

4. After the install

If you're not happy with the finished install, the first question we ask is: would a return visit fix it? Most things — a small adjustment to the angle, a re-routed visible cable, a re-positioning by a few inches — we'd rather come back and put right. The return visit is always free inside the twelve-month workmanship window.

If a return visit isn't appropriate, or doesn't resolve the issue, we'll refund a fair portion of the invoice. We agree the figure with you in writing first, and send the money back within ten working days.

5. How we send the money back

Refunds are paid by the same method you used to pay us:

  • Card payments are reversed through our payment processor — usually 3–5 working days.
  • Bank transfers are returned to the originating account within 2 working days.
  • Cash payments are refunded by bank transfer.

6. When refunds don't apply

The refund policy doesn't cover:

  • Damage to the TV after the install, caused by building movement or third parties.
  • Failures of the TV itself, or of a bracket you supplied that fails on its own warranty.
  • Re-decoration of walls (we leave anchor patches ready for paint; we don't paint).
  • Cosmetic preferences you didn't mention before the install began.

7. If we disagree

If we can't agree on a fair refund figure between us, we encourage you to use your local trading-standards dispute resolution service. We always go that route before defaulting to a court — quieter, fairer, faster for both of us.

8. Starting a refund

Write to dispatch@instanttvmount.online with your invoice number and a short description of what's gone wrong. We reply within two working days. Where possible, we'll suggest a return visit first; where a refund is the right answer, we start it that day.