Refund & Cancellation Policy
Effective & Last Updated: September 2026 | Propvexa Services LLC (Austin, Texas)
Propvexa Services LLC (“Propvexa”) provides high-touch commercial property preservation, facility maintenance, and trade contractor services across the Austin metropolitan area and Central Texas. Because our services require immediate crew dispatch, specialized commercial tool mobilization, vehicle logistics, and material procurement, standard retail consumer product return policies do not apply. This policy establishes the formal terms governing work order cancellations, dispatch fees, quality dispute resolutions, and monetary refunds.
1 Work Order Cancellation Schedule & Fee Structure
When a client requests the cancellation or indefinite postponement of a confirmed work order, charges are determined strictly by the operational stage of dispatch at the time written notice is received:
If written notice of cancellation is transmitted and confirmed at least four (4) business hours prior to the scheduled technician departure from our Austin operations hub, the work order will be cancelled with zero penalty. Any pre-collected retainer, deposit, or invoice charge will be refunded 100% in full.
If the work order is cancelled while our technicians or equipment vehicles are actively en route to the property, a standard trip fee ($75.00 – $125.00 depending on mileage and county location) will be assessed to offset vehicle fuel, vehicle wear, and dedicated technician travel time. Any balance previously collected beyond the trip fee will be refunded.
If cancellation occurs after technicians have arrived on-site and commenced operations (e.g. preliminary inspection, initial trash-out bagging, initial lawn trimming), the Client shall be billed for the trip fee plus prorated hourly labor and actual dump/disposal fees incurred up to the exact moment work was halted.
2 Access Impediments & Aborted Service Calls (“Trip Fee / Unable to Access”)
Field technicians are dispatched based on access instructions furnished by the Client. If a crew arrives at the subject property and is prevented from executing the contracted work order due to circumstances outside Propvexa’s control, the service call will be deemed an “Aborted Call” and a standard trip fee will apply:
- Incorrect or Inoperative Access Credentials: Missing keys, defective or unrecorded lockbox combinations, locked perimeter security gates without codes, or malfunctioning electronic keypads.
- Hostile or Unauthorized Occupants: Active holdover tenants, unannounced squatters, or hostile third parties refusing lawful entry or threatening crew safety.
- Unrestrained Animals: Vicious or unrestrained canines or dangerous livestock on the premises preventing safe ingress.
- Municipal Red-Tag or Police Seal: Municipal stop-work orders or active law enforcement crime-scene seals not disclosed to Propvexa prior to dispatch.
3 The 100% Quality Assurance Guarantee & Free Punch-List Remediation
In the property preservation industry, monetary chargebacks create administrative delays and potential compliance violations with mortgage lenders. To provide complete client confidence, Propvexa provides an industry-leading 100% Quality Assurance Guarantee:
4 Circumstances Eligible for Monetary Refund or Account Credit
Monetary refunds or formal credit memorandums will be issued under the following verified conditions:
- Clerical Invoicing Errors: Math calculation errors, inadvertent duplicate invoices, or billing at rates inconsistent with approved contract schedules.
- Unperformed Scope Lines: When a specific line item on an approved bid could not be performed due to field constraints (e.g. inaccessible crawlspace, municipal tree protection ordinance) and was not substituted, an itemized credit deduction is immediately applied.
- Contractor-Initiated Cancellation: If Propvexa must cancel a work order due to catastrophic equipment failure, extreme safety hazards, or regional natural disasters where the Client declines rescheduling.
5 Refund Disbursement Timelines & Methods
Once an eligible refund is authorized by our Accounting Department, disbursements are remitted via the following timelines:
6 How to Submit a Cancellation or Dispute Request
To ensure swift processing, all cancellation notices, quality disputes, or billing inquiries must include:
- Original Propvexa Work Order Number (or Client PO / Loan Number).
- Subject Property Street Address, City, and State.
- Specific reason for cancellation or detailed punch-list line items with photo references.
- Transmitted via email to our central billing desk.