Refund Policy
1. General Refund Terms
All sales are final once payment is collected and processed, whether for single or two-step payment options.
Propane is a regulated product subject to safety and logistical constraints, and no refunds or returns are
issued under any circumstances, including after order confirmation, routing, or delivery. promopropane’s
service facilitation fees and all payments to AmeriGas are non-refundable.
2. Order Cancellation
Order Cancellation Before Delivery
If you wish to cancel your order, please contact us immediately before delivery is confirmed or dispatched.
The refund eligibility depends on the timing of your cancellation
Before Scheduling: You are eligible for a full refund of propane costs, minus non-refundable facilitation fees.
After Routing: A partial refund will be issued for propane costs if cancellation occurs after same-day routing,
less any dispatch and processing fees.
During Delivery: No refunds will be issued if the order is already out for delivery or has been delivered.
Any eligible refunds will be processed within 7-10 business days through the original payment method and
confirmed via phone or text.
3. Delivery Refusals and Missed Deliveries
If a delivery attempt fails due to customer unavailability, refusal, or non-compliance with NFPA 58/DOT standards
(Propane Sales Agreement, Section 4), the order is marked as “missed.” No refunds will be issued, and additional
fees may apply for redelivery or rescheduling. Customers must ensure tank accessibility, with proof of delivery
(e.g., bill of lading) available upon request for dispute resolution, logged in HubSpot.
4. Service-Related Issues
For additional services (e.g., tank installation), if service is not completed due to our error, you may receive a
rescheduled appointment at our discretion. No refunds will be issued for any services after payment is processed,
including for delays due to weather, customer unavailability, or inaccessible sites. Service-related disputes
must be submitted in writing to our contact email within 14 days.
5. Payment Disputes
We address chargebacks and disputes seriously, as they impact our operations. Contact us at817 523 9161 before
initiating a chargeback to resolve issues. Unauthorized chargebacks for valid, processed payments are a breach of our
Terms and Conditions and will be contested with documentation. Customers initiating chargebacks without prior communication
may be denied future services. Disputes must be submitted in writing within 14 days of transaction or delivery,
with cooperation required (e.g., providing proof of delivery).
6. Two-Step Payment Policy
For two-step payment orders (initial and final payments), no refunds are issued after the initial payment is collected
and processed. The initial payment is non-refundable once processed, and the final payment is non-refundable upon
collection before delivery. No cancellations are permitted after any payment is processed.
7. Compliance and Contact
This policy complies with the Electronic Fund Transfer Act (EFTA), Payment Card Industry Data Security Standard (PCI DSS),
and Department of Transportation (DOT) regulations. For questions or dispute submissions, contact us at:
Email: promopropanellc@gmail.com
Phone:817 523 9161
8. Policy Updates
We may update this policy, posting changes on this Refund Policy section. Significant updates will be notified via email or
mobile text. Continued use signifies acceptance.