1. General Refund Terms

All sales are final once an order is dispatched for delivery by our supplier, AmeriGas. Propane is a regulated product subject to safety and logistical constraints (NFPA 58, DOT 49 CFR Part 172), and we do not accept returns or issue refunds after delivery under any circumstances. Pure Propane’s service facilitation fees are non-refundable, per the Propane Sales Agreement, with refunds for propane costs deferred to AmeriGas’s policies.
 

2. Order Cancellation Before Delivery

To cancel an order, contact us immediately at (888) 713-4421 or simonecremonese@purepropane.online before delivery is confirmed or dispatched. Refund eligibility depends on timing:

• Before Scheduling: Full refund of propane costs if canceled before routing, less non-refundable facilitation fees.

• After Routing: Partial refund of propane costs if canceled after same-day delivery routing, less dispatch and processing fees.

• During Delivery: No refunds if the order is out for delivery or delivered. Refunds, if applicable, will be processed via the original payment method within 7-10 business days and confirmed via phone call or text.
   

3. Delivery Refusals and Missed Deliveries

If a delivery attempt fails due to customer unavailability or refusal, 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 and NFPA 58 compliance (Propane Sales Agreement, Section 4), with proof of delivery (e.g., bill of lading) available upon request for dispute resolution.
 

4. Service-Related Refunds

For additional services (e.g., tank installation), if service is not completed due to our error, you may receive a rescheduled appointment or partial refund at our discretion. No refunds or rescheduling will be provided for delays due to weather, customer unavailability, or inaccessible sites. All service-related disputes must be submitted in writing at www.PurePropane.online/contact within 14 days (Propane Sales Agreement, Section 5).
 

5. Payment Disputes

We address chargebacks and disputes seriously, as they impact our operations. Contact us directly at (888) 713-4421 or www.PurePropane.online/contact before initiating a dispute to resolve issues, per the Propane Sales Agreement (Section 5). Unauthorized chargebacks for valid, completed orders are a breach of our Terms and Conditions and may be contested with documentation (e.g., Calls/Texts/Receipts/Proof of Deliver). 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 Refunds

For orders using the two-step payment option (initial and final payments), refunds apply only to undelivered propane costs before the final payment is due. The initial payment is non-refundable once the order is routed, and the final payment is non-refundable after delivery. Cancellation requests must follow Section 2 timing, with refunds processed through our billing department.
 

7. Compliance and Contact

This policy complies with the Electronic Fund Transfer Act (EFTA), Payment Card Industry Data Security Standard (PCI DSS), California Consumer Privacy Act (CCPA), and Department of Transportation (DOT) regulations. For questions or refund requests, contact us at:

• Email: simonecremonese@purepropane.online

• Phone: (888) 713-4421

• Website: www.PurePropane.online/contact View our Privacy Policy at www.PurePropane.online/privacy for data handling details.
   

8. Policy Updates

We may update this policy, posting changes at www.PurePropane.online/refund. Significant updates will be notified via email or OpenPhone text. Continued use signifies acceptance.