Refund Policy

1. Consultation Fees

Initial consultations and site assessments are typically provided at no charge as part of our project quoting process. Where consultation fees are charged:

• Consultation fees are non-refundable once the consultation has been completed
• If a consultation is cancelled by the client with less than 24 hours notice, a cancellation fee may apply
• Consultation fees may be credited toward the cost of a subsequent project contract at our discretion
• Fees for written reports, engineering assessments, or formal dewatering plans are non-refundable once delivered

2. Deposits

Deposits may be required to secure equipment and schedule project mobilization. Our deposit policy is as follows:

• Deposits are applied toward the total project cost upon completion
• Deposits are refundable if the project is cancelled by the client more than 14 days before the scheduled mobilization date
• Deposits are non-refundable if the project is cancelled within 14 days of the scheduled mobilization date, as equipment and crew scheduling commitments will have been made
• If Kelley Dewatering cancels the project for reasons within our control, deposits will be fully refunded within 10 business days

3. Project Cancellation

Project cancellation policies depend on the stage of the project at the time of cancellation:

4. Service Refund Eligibility

Refunds for completed services may be considered in the following circumstances:

• Services were not performed as specified in the written project contract
• Equipment failures caused by Kelley Dewatering's negligence resulted in project damage
• Services were billed for work that was not performed
• Billing errors or duplicate charges occurred

Refund requests must be submitted in writing within 30 days of the invoice date. We will investigate all refund requests and respond within 15 business days.

5. Non-Refundable Costs

The following costs are non-refundable under any circumstances:

• Permit fees paid to regulatory agencies on behalf of the client
• Third-party testing and laboratory fees
• Costs for materials purchased specifically for the project
• Completed engineering reports and dewatering plans
• Work already performed and documented in field logs
• Costs incurred due to client-caused delays or changes in project scope

6. Equipment Mobilization Costs

Equipment mobilization costs are incurred when our equipment and crew are dispatched to your project site. Once mobilization has begun, mobilization costs are non-refundable regardless of whether active dewatering has commenced. Mobilization costs include equipment transport, crew travel time, and initial site setup. These costs are typically specified in the project contract and are billed upon mobilization.

7. Emergency Services

Emergency dewatering services are provided on an urgent basis and are billed at emergency rates. Due to the nature of emergency response, all costs associated with emergency services are non-refundable once our team has been dispatched. Emergency service rates and billing terms are communicated at the time of the emergency call and must be accepted before dispatch. If an emergency call is cancelled after dispatch, the client is responsible for all costs incurred including travel time and equipment transport.

8. Billing Disputes

If you believe there is an error in your invoice, please contact us within 30 days of the invoice date. To dispute a charge:

• Contact us in writing at info@kelleywaterllc.com or by mail at 5175 Clay Ave SW, Grand Rapids, MI 49548
• Describe the specific charge(s) you are disputing and the reason for the dispute
• Provide any supporting documentation you have
• We will investigate the dispute and respond within 15 business days
• Undisputed portions of invoices remain due and payable during the dispute investigation

9. Refund Processing

Approved refunds will be processed as follows:

• Refunds are processed within 10-15 business days of approval
• Refunds are issued by the same method as the original payment when possible
• Check refunds are mailed to the billing address on file
• Credit card refunds are returned to the original card
• ACH/wire transfer refunds are returned to the originating account

10. Partial Refund Situations

In some situations, a partial refund may be appropriate. Partial refunds may be considered when a project is partially completed before cancellation, when services were partially performed as specified, when billing errors affect only a portion of an invoice, or when project scope changes result in overbilling for certain line items. The amount of any partial refund will be determined based on the actual work performed and costs incurred.

11. Custom Project Work

Custom dewatering system designs, engineering reports, and project-specific planning documents are created specifically for your project and are non-refundable once delivered. This includes custom system designs, site-specific dewatering plans, hydrogeologic assessments, and any other project-specific deliverables. We will work with you to ensure these deliverables meet your needs before finalizing them.

12. Force Majeure

Kelley Dewatering shall not be liable for any failure to perform or delays in performance caused by circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, extreme weather events, government actions, labor disputes, supply chain disruptions, or other force majeure events. In such cases, we will work with clients to reschedule services and apply any deposits toward rescheduled work. Refunds for force majeure situations will be evaluated on a case-by-case basis.

13. Contact Information

For refund requests, billing disputes, or questions about this policy, please contact us:

14. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of your project contract execution will govern that project. We encourage you to review this policy before entering into any service agreement with us.