Refund policy
OVERVIEW
This Refund & Service Policy applies to Light Glow Outdoor Lighting Solutions (“we”, “us”, or “our”) and governs all payments, cancellations, and service-related matters associated with our outdoor lighting design and installation services.
Because our services are custom in nature and involve labor, materials, and project-specific design, all sales are subject to the terms outlined below.
SECTION 1 - SERVICES
Light Glow Outdoor Lighting Solutions provides custom outdoor lighting design, consultation, and installation services. All projects are tailored to the specific property, conditions, and preferences of the customer. By scheduling or purchasing services, you acknowledge that all work is custom and project-specific.
Seasonal Service and Ownership
Seasonal Christmas lighting packages are professionally managed service offerings covering one holiday season. The package price includes the approved design, professional installation, in-season maintenance, post-season removal, and Light Glow’s off-season warehousing and management of the included materials.
All lighting, wiring, decorations, accessories, mounting components, and related materials provided by Light Glow remain the exclusive property of Light Glow. Purchasing a seasonal package does not transfer ownership of any materials to the customer.
After removal, materials may be returned to Light Glow’s company inventory. Light Glow is not required to segregate or reserve the same individual physical items for a particular customer.
Customers may not remove, relocate, modify, repair, sell, or dispose of Light Glow-owned materials without written authorization. Customers may be responsible for repair or replacement costs when materials are lost or damaged by occupants, guests, pets, vehicles, landscaping companies, contractors, or unauthorized handling. This does not include normal wear or maintenance covered by the seasonal package.
Future Seasons and Rebooking
Each seasonal Christmas lighting package purchase covers one holiday season, ending when Light Glow removes the display. Seasonal service does not renew automatically.
Customers must reserve and purchase seasonal service again for each future holiday season. Future service is subject to Light Glow’s availability, service area, package offerings, and prices in effect when the new reservation is made.
Being a returning customer does not guarantee a particular installation date, previous-season pricing, or the availability of identical physical materials. Light Glow may use comparable commercial-grade lighting and décor to recreate an approved returning-customer design.
Requested design changes, additional coverage, upgraded decorations, or changes to the property will be reviewed and priced separately. Any additional cost must be approved before the revised work is performed.
Seasonal service may not be transferred to another customer or property without written approval from Light Glow.
SECTION 2 - DEPOSITS
A deposit may be required to secure your project and installation date. All deposits are non-refundable once your project has been scheduled. Deposits are applied toward the total project cost.
SECTION 3 - PAYMENTS AND FINAL SALES
Due to the nature of custom services:
- All completed installations are final
- Payments made for services rendered are non-refundable
- We do not offer returns or refunds on completed installation services
By proceeding with installation, you acknowledge and agree to these terms.
SECTION 4 — CANCELLATIONS AND RESCHEDULING
General Cancellations and Rescheduling
Cancellations must be made prior to the scheduled installation date. We reserve the right to charge a cancellation fee for late cancellations or missed appointments. Rescheduling is subject to availability and may result in delays.
Seasonal Christmas Lighting Package Cancellations
The following terms apply to fully prepaid seasonal Christmas lighting packages:
- Before virtual design work begins: The customer will receive a full refund.
- After the visual rendering process begins: The customer will receive a refund minus a $250 design and administrative fee.
- After the visual rendering is approved and an installation date is reserved: Fifty percent (50%) of the package price becomes non-refundable because seasonal labor and inventory have been committed. The remaining 50% will be refunded if the customer cancels before the final cancellation cutoff below.
- Within seven (7) calendar days of the scheduled installation date or after installation begins: The package is non-refundable.
- If Light Glow determines that the property is unsuitable for the purchased package: Light Glow will offer an appropriate upgrade or modified project scope. If the customer declines, the customer will receive a full refund.
- If Light Glow cannot fulfill the installation: The customer will receive a full refund.
Seasonal Rescheduling and Property Access
- Customers receive one complimentary reschedule when the request is received at least seven (7) calendar days before the scheduled installation date.
- A rescheduling request made within seven (7) calendar days of installation, or any additional customer-requested reschedule, is subject to a $250 rescheduling fee.
- The customer is not required to be home during installation. However, the customer must provide safe exterior access, unlock necessary gates, move vehicles or other obstructions, secure pets, and make the approved electrical source available.
- If the Light Glow crew cannot complete the installation because required access or property preparation was not provided, a $250 remobilization fee will apply. The new installation date will be subject to seasonal availability.
- Rescheduling caused by weather, unsafe conditions, or a Light Glow scheduling change will not result in a customer fee. Light Glow will provide the next reasonably available installation date.
- All rescheduled appointments are subject to seasonal availability and may result in installation delays. A particular installation or completion date is only guaranteed when confirmed in writing by Light Glow.
SECTION 5 - PROJECT CHANGES
Any changes to project scope, design, materials, or installation requirements after approval may result in additional charges. We reserve the right to adjust pricing based on updated project requirements.
Seasonal Design Review and Approval
After purchasing a seasonal Christmas lighting package, Light Glow will virtually review the installation property and prepare a visual rendering based on the package purchased, the property’s visible features, and the information provided by the customer. This review may be completed without an on-site appointment.
The visual rendering communicates the proposed design, coverage, and general placement of the included lighting and décor. It is not an exact photographic guarantee. Minor adjustments may be required during installation because of roofline construction, mounting surfaces, landscaping, electrical access, safety requirements, or other property conditions.
The customer must review and approve the rendering before installation. The customer is responsible for providing an accurate property address, confirming the selected lighting color, and responding to design questions or approval requests promptly.
If Light Glow determines that the purchased package does not appropriately fit the property or requested design, Light Glow may recommend a modified scope or different package. No additional charge or upgraded work will be performed without customer approval. If the customer declines the recommended change, the applicable full-refund provision in Section 4 will apply.
Changes requested after rendering approval may result in additional charges and installation delays. Delays caused by incomplete information, inaccurate property details, or delayed customer approval may affect seasonal availability. A specific installation date is not guaranteed unless confirmed in writing by Light Glow.
SECTION 6 - INSTALLATION CONDITIONS AND DELAYS
Installation timelines are estimates only and are not guaranteed.
Delays may occur due to circumstances outside of our control, including but not limited to:
- Weather conditions
- Site conditions
- Material availability
- Scheduling constraints
We are not responsible for delays caused by such factors.
Seasonal Removal Scheduling
Post-season removal generally begins in early January and is completed according to Light Glow’s routing schedule, weather conditions, and property access. Specific removal dates are not guaranteed. Customers do not need to be present if safe exterior access remains available.
SECTION 7 - SERVICE SUPPORT
We are committed to delivering high-quality work. If you experience an issue with your lighting system, you must contact us promptly so that we can evaluate the concern. Any service, adjustments, or follow-up work will be handled at our discretion based on the nature of the issue.
In-Season Maintenance
In-season maintenance is included from completion of the seasonal installation until Light Glow removes the display. Included maintenance covers reasonable service, adjustment, repair, or replacement of Light Glow-owned lighting and décor that malfunctions because of normal use, ordinary wear, or typical seasonal weather conditions.
Customers must report problems promptly and provide safe exterior access for service. Light Glow will determine whether a component should be adjusted, repaired, or replaced and may use comparable commercial-grade components. Service will be scheduled as promptly as reasonably possible, subject to weather, crew availability, and seasonal demand. Same-day service and uninterrupted operation are not guaranteed.
Included maintenance applies only to the Light Glow-installed display shown in the approved design. It does not cover customer-owned lighting or decorations, customer electrical-supply problems, unauthorized changes, or damage caused by occupants, guests, pets, vehicles, landscaping companies, contractors, pests, or other third parties.
Damage caused by lightning, flooding, named storms, extreme weather, or other events beyond Light Glow’s reasonable control is not included. Any chargeable repair or replacement will be discussed with the customer before additional work is performed.
SECTION 8 - LIMITATION OF REFUNDS
Refunds are not provided for:
- Completed installation services
- Changes in personal preference after installation
- Conditions outside of our control that impact performance
SECTION 9 - CONTACT INFORMATION
Questions about this Refund & Service Policy should be sent to us at: bob@lightglowinc.com.
Our contact information is posted below:
Light Glow Outdoor Lighting Solutions
1576 Bella Cruz Drive, #354
The Villages, FL 32159
United States
Email: bob@lightglowinc.com
Phone: 352-717-4077