Scope and definitions
“Services” means the paid or pilot work described in a proposal, work order, or order confirmation we send, including time spent in meetings, on-site or remote walkthroughs, creation of checklists, templates, and vendor shortlists, and follow-up email within the scope. “Goods” means physical products such as filter packs, carafes, or fittings when a written line item with a quantity and a unit price exists. “You” is the signatory to the order or, if a purchase is made through an employer, the organization, not an individual in a personal capacity, unless a consumer transaction is involved and the law of your residence treats the purchase as consumer, in which case the consumer terms that cannot be contracted away are preserved.
Cancelling services
You may cancel a service block before the kickoff time listed in a written confirmation. If we receive at least five business days’ notice, prepaid service fees for work not yet started are returned by the same payment channel where possible, or by check in rare cases, within fifteen business days of our written acknowledgment of the cancellation, unless a different timeline is regulated by a card network or local law. Cancellations within the five business day window, but before kickoff, may receive a fifty percent credit toward a rescheduled session within sixty calendar days, with the non-credited amount retained to cover document preparation, calendar holds, and internal routing that already started. Cancellations after kickoff, or a no-show without notice, forfeit the block unless we agree otherwise in a signed addendum, because the time and materials cannot be re-offered in the same form.
Credits and rescheduling
Credits for rescheduling are not transferable to unrelated projects unless we write that they are. A credit is not a cash instrument and cannot be used as an assignment to a third party. If a force majeure event, such as a city-wide state of emergency, prevents either side from meeting, we will rebook without penalty when both sides are safe to proceed, and if that is impossible, we will return any unused prepaid service fees on a pro rata basis, documented in a short close-out email that you can file with finance.
Deliverable revisions and errors on our side
A written deliverable, such as a floor note pack or a vendor list, includes one focused revision when you request it within ten business days of first delivery, provided the revision stays within the agreed scope. If a deliverable is factually wrong on a material point, such as a part number for an ordered fitting, we correct it at no charge, even after the window, because accuracy is a baseline, not a luxury. If you want additional formats (for example, a print-ready file when the deliverable was agreed as digital-only), that is a change order with a new fee, quoted before work starts.
Physical goods, returns, and restocking
For goods, unopened items in resalable condition may be returned within fourteen days of your receipt, for a refund of the product subtotal, excluding non-refundable delivery labels that a carrier will not credit back, and excluding installation labor that already occurred, because labor is consumed when performed. Opened, installed, or used items are handled under the manufacturer’s policy for that product line, and any restock fee a distributor charges us is passed through in the return math we show on the credit memo. If a product is a special order, meaning we could not have sold it to another client without a loss, a restocking line may be higher; that line will be visible on the original quote, not a surprise in fine print in the return process.
Shipping damage, short counts, and wrong SKU
If a carton arrives with visible damage, document it before opening when an inspector is present, or photograph the outer case and the inner damage when received without a dock signature. We will work with the carrier and the supplier. If a count is short or a SKU is wrong, tell us within three business days of delivery so we can file in the carrier and supplier windows. Late reports may still be helped in good faith, but recovery from third parties may no longer be available, which limits the remedies we can fund from our own side without a business decision at a higher level.
EEA, UK, and similar withdrawal rights in distance services
If you are a consumer in a region that grants a right to cancel distance contracts, an additional one or two page summary for your jurisdiction may be attached to your order email when that law requires it. B2B buyers should assume those consumer cooling-off rights do not apply, but a procurement rule in your own country might still add a right to a formal retraction in specific sectors; this general page cannot replace a country-specific addendum, so ask in writing if in doubt, and we will point to the exact clause in the order pack you signed.
Refunds, methods, and chargebacks
Approved refunds are applied to the card or bank path where possible, within the card network and banking timelines, which are outside our direct control. If you initiate a chargeback while a return we already approved is in flight, we may pause the credit until the bank’s investigation closes, to avoid a double pay-out. We will not retaliate in good-faith chargeback situations, but we do keep records, because repeated disputes after agreed policies can be a sign of mis-posting in accounts payable, which we are happy to help untangle in a call with your finance team.
Escalation and what we file internally
When a return is complicated, a short internal note is created with your reference number, a timeline, and a decision, so a second employee can help without starting from zero. We do not publish those notes on the web, but a legitimate auditor under an NDA can see redacted details when a contract between large parties requires a supply-chain audit, within reason and law.
How to start a case and where to write
Email contact@ghomryonshod.world with the subject “Return or cancellation,” include the contract or invoice reference, the date, and a plain description, and we will return a ticket number. You may also call +1 212-732-0560 during business hours. Mailing the physical return, when authorized, is only to the address on the return form we send, not the street address in the footer, unless the form says that street is a dock that accepts RMAs.
A reading date in the site hero is your device clock and helps your records, not a promise that a policy was revised at that same instant; keep PDFs of contract-specific riders if a deal goes beyond the general rules in this public page.