Refund Policy

1. Overview

Brooklyn Urban Facility Solutions ("Company," "we," "us," or "our") is committed to delivering high-quality facility support services and maintaining transparent, fair business practices with all clients. This Refund Policy outlines the conditions under which refunds, credits, or adjustments may be issued in connection with our commercial facility support services.

All refund requests are reviewed individually based on the specific circumstances of each service engagement, the terms of the applicable service agreement, and the operational commitments already made on behalf of the client. This policy is effective as of January 1, 2026, and supersedes any prior refund terms.

2. Service Refund Eligibility

Refunds may be considered under the following circumstances:

• Services Not Rendered: If Brooklyn Urban Facility Solutions fails to deliver a contracted service without prior notification and no alternative arrangement was made, a prorated refund or service credit may be issued for the undelivered portion of the service.
• Billing Errors: If a client is charged incorrectly due to a billing error on our part, the overcharge will be refunded in full within ten (10) business days of verification.
• Material Service Failure: If a service is delivered in a manner that materially fails to meet the standards defined in the service agreement, the client may request a review within five (5) business days of the service date. Refunds or credits for verified material failures will be assessed on a case-by-case basis.

3. Deposit Policy

Service agreements requiring a deposit are governed by the deposit terms specified within the individual agreement. In general, deposits are refundable if a client cancels the service agreement in writing before any operational commitments — including vendor scheduling, site visits, or administrative onboarding — have been initiated on behalf of the client.

Once operational commitments have been initiated, deposits are non-refundable unless the cancellation is due to a verified failure on the part of Brooklyn Urban Facility Solutions. Partial refunds of deposits may be considered where only a portion of the committed work has been initiated at the time of cancellation.

4. Client Cancellation Policy

Clients may cancel ongoing service agreements in accordance with the cancellation notice provisions specified in their individual service agreement. Standard notice requirements are as follows:

• Month-to-month agreements: 15 days written notice prior to the next billing cycle
• Quarterly agreements: 30 days written notice
• Annual agreements: 60 days written notice

Services rendered and invoiced prior to the effective cancellation date are not eligible for refund. Prepaid service fees for periods beyond the cancellation date will be refunded on a prorated basis, less any non-refundable administrative fees and costs already incurred.

5. Scheduled Service Cancellations

For individually scheduled service visits, the following cancellation terms apply:

• Cancellation with 48+ hours notice: No cancellation fee. Service may be rescheduled at no additional charge.
• Cancellation with 24–48 hours notice: A cancellation fee of 25% of the scheduled service value may apply to cover vendor notification and administrative costs.
• Cancellation with less than 24 hours notice: A cancellation fee of up to 50% of the scheduled service value may apply. This fee reflects vendor commitment costs and administrative expenses already incurred.
• No-show or access denial: If a scheduled service visit cannot proceed because property access was unavailable without prior notice, the full service fee may be charged.

6. Non-Refundable Administrative Fees

The following fees are non-refundable under all circumstances:

• Onboarding and property assessment fees
• Documentation and compliance setup fees
• Rush service surcharges
• After-hours and weekend service premiums
• Vendor coordination fees for services already dispatched

7. Emergency Scheduling Fees

Fees associated with emergency service coordination — including after-hours vendor dispatch, emergency contractor mobilization, and 24/7 response coordination — are non-refundable once the emergency response has been activated. These fees reflect the real-time operational costs incurred to mobilize resources on short notice and cannot be reversed once services are in motion.

8. Rescheduling Terms

Clients may reschedule a service visit with a minimum of 24 hours notice at no additional charge, subject to availability. Rescheduling requests made with less than 24 hours notice may be subject to a rescheduling fee as outlined in the client's service agreement. We will make every reasonable effort to accommodate rescheduling requests within a timeframe that minimizes disruption to the client's operations.

9. Service Dissatisfaction

If you are dissatisfied with any service delivered by Brooklyn Urban Facility Solutions, we encourage you to contact us within five (5) business days of the service date to discuss your concerns. Our team will review the situation and, where a genuine service deficiency is identified, we will offer one or more of the following remedies at our discretion:

• Re-performance of the service at no additional cost
• Partial service credit applied to a future invoice
• Prorated refund for the specific service component found to be deficient

General dissatisfaction not related to a specific, verifiable service failure does not automatically qualify for a refund. We are committed to resolving all client concerns professionally and fairly.

10. Partial Refund Situations

Partial refunds may be issued in the following situations, subject to review and approval:

• Where a service was partially completed due to circumstances outside the client's control
• Where a prepaid service package is cancelled mid-term with appropriate notice
• Where a billing dispute is partially upheld following review
• Where a vendor failure resulted in incomplete service delivery and the shortfall is documented

11. Chargeback Policy

We strongly encourage clients to contact us directly to resolve any billing disputes before initiating a chargeback through their financial institution. Chargebacks initiated without prior communication may result in suspension of services and additional administrative fees. We will cooperate fully with financial institution investigations and provide complete documentation of all services rendered.

12. Force Majeure

Brooklyn Urban Facility Solutions shall not be liable for service failures or delays caused by circumstances beyond our reasonable control, including but not limited to natural disasters, extreme weather events, government-mandated restrictions, public health emergencies, utility outages, or other force majeure events. In such cases, affected services will be rescheduled at the earliest feasible opportunity. Refunds for force majeure-related service disruptions will be evaluated on a case-by-case basis.

13. Refund Processing Timeline

Approved refunds will be processed within ten (10) to fifteen (15) business days of approval. Refunds will be issued via the same payment method used for the original transaction where possible. We will confirm all approved refunds in writing. Processing times may vary depending on your financial institution.

14. Dispute Procedures

All refund requests must be submitted in writing to cchristiani1971@hotmail.com with the subject line "Refund Request — [Client Name] — [Service Date]." Your request must include: your full name, company name, service agreement number (if applicable), date(s) of service in question, a clear description of the issue, and any supporting documentation. We will acknowledge receipt within two (2) business days and provide a resolution determination within ten (10) business days.

15. Contact Information

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