Refund & Payment Terms Policy
OPUS FACILITY MANAGEMENT LLC
REFUND, CANCELLATION, AND PAYMENT TERMS POLICY
Last Updated: October 2026
This Refund, Cancellation, and Payment Terms Policy ("Policy") governs all service requests, emergency dispatches, work orders, and payment transactions conducted with Opus Facility Management LLC ("Opus," "we," "us," or "our").
By authorizing a work order, signing a service contract, or submitting payment via credit card, ACH, or check, you ("Client," "Customer") agree to the terms outlined below.
1. General Policy Overview
Opus Facility Management LLC provides commercial and residential facility maintenance, repair, emergency dispatch, and property management solutions. Due to the nature of physical labor, immediate technician dispatch, custom materials procurement, and operational scheduling, services rendered are generally non-refundable, except under the specific conditions defined herein.
2. Diagnostic & Dispatch Fees
Dispatch & Trip Charges: Once a technician or subcontractor partner has been dispatched to a facility or job site, the initial service call charge, trip fee, or diagnostic fee is 100% non-refundable.
Diagnostic Work: The fees associated with on-site inspection, system troubleshooting, and diagnostic assessments cover labor and operational costs and cannot be refunded regardless of whether the client proceeds with subsequent recommended repairs.
3. Cancellation Policy
Standard Scheduled Service: Clients may cancel or reschedule a scheduled maintenance or repair appointment up to twenty-four (24) hours prior to the scheduled service window without penalty.
Late Cancellations: Cancellations made within twenty-four (24) hours of the scheduled service window may be subject to a late cancellation fee equal to the standard trip/dispatch rate or up to 50% of the initial diagnostic estimate.
Emergency Dispatches: Due to the urgent nature of emergency dispatch requests, cancellations made after a technician has been mobilized or is en route will incur the full diagnostic/dispatch fee.
4. Deposit & Milestone Payments
Deposits for Major Repairs / Custom Orders: Certain commercial projects, large-scale HVAC replacements, structural repairs, or custom equipment procurements require an upfront deposit (e.g., 30% to 50% of total estimate).
Material Costs: Portions of deposits utilized to purchase non-returnable materials, special-order parts, or municipal permits are non-refundable.
Unused Labor: If a contract is terminated by the Client prior to project completion, any unearned portion of the deposit (less material costs, administrative fees, and completed labor hours) will be refunded within fourteen (14) business days.
5. Work Quality, Service Guarantee & Dispute Resolution
Opus stands behind the quality of our maintenance network and trade professionals:
Reporting Issues: If a client is dissatisfied with a completed repair or service quality, the client must notify Opus in writing at support@opusfacilitymgmt.com within seven (7) calendar days of work order completion.
Remediation First: Opus reserves the right to inspect the work site and dispatch a qualified technician to remedy, re-perform, or correct any documented deficiency in workmanship at no additional cost to the client before any financial refund or invoice credit is considered.
Billing Credits: If Opus determines that a service was unfulfilled or improperly executed and cannot be remediated, Opus may issue a partial or full billing credit or refund to the original payment method at its sole discretion.
6. Payment Processing & Chargeback Policy
Authorized Payment Methods: Opus accepts major credit cards (Visa, MasterCard, American Express, Discover), ACH/Bank Transfers, and approved corporate invoicing terms.
Credit Card Processing: All card transactions are processed securely through PCI-DSS compliant payment gateways.
Chargeback Prevention: Clients agree to contact Opus Customer Support at support@opusfacilitymgmt.com to resolve any billing discrepancies or billing complaints prior to initiating a credit card chargeback or bank dispute. Unauthorized chargebacks on legitimate, rendered services may be subject to collection fees, interest charges, and legal expenses.
7. Contact Information
For questions regarding invoices, refunds, or service quality disputes, please contact:
Opus Facility Management LLC
Attention: Billing & Compliance Department
Phone: +1 (217) 960-8897
Email: support@opusfacilitymgmt.com
Mailing Address: 2501 Chatham Rd Suite N, Springfield, IL 62704
Website: https://www.opusfacilitymgmt.com/