Hemlane works hard to protect customers’ interests and reduce the possibility of unauthorized charges. To do this, we make sure that we:
- Have clearly set thresholds that meet our minimum limits prior to dispatching
- Confirm service call or diagnostic fees prior to dispatch
- Clearly advise by phone or email that approval is required prior to any work being done
- Solicit estimates in writing so everyone knows what to expect
- Provide any approvals by email or on a recorded line for future reference in case of a dispute
Please keep in mind that the service professionals in the Third Party Network are individual companies and are not part of Hemlane. They have their own rules and procedures. We give both you, as the owner or manager, and the tenant the opportunity to rate your experience with a particular service professional. Negative reviews reduce their ranking in our system and greatly influence whether we will use that company in the future.
When Will Hemlane Offer a Refund or Credit?
Occasionally, we receive requests for a refund or credit. Hemlane will only offer a refund or credit when:
- The owner is charged because we failed to either cancel an appointment or confirm a service call fee before dispatching, AND it exceeds the threshold provided
- We provided approval above the owner’s limit without their consent
- The service professional did not do the work at all, which is separate from the quality of the work
In the rare instance that this occurs, Hemlane will attempt to resolve the issue with the service professional first, then issue either a partial credit or a full refund depending on the issue.
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