What is the booking policy?

Scheduling Policy: A credit card must be added to the file to reserve every appointment. Payment will be processed once the work has been completed. The invoice must be paid in full by the end appointment date. Paying in advance does not construct or guarantee your appointment date or service is completed in a timely manner. For cancellations under 24 hours before the appointment, you may be charged a late fee of 50% of the invoice. You may be charged the full invoice for no-shows and cancellations under 10 hours. We only accept rescheduling more than 24 hours before the appointment date/time. If you reschedule the appointment on short notice, you may incur an extra charge. If you decide to cancel your appointment after a rescheduling, the card on file will be immediately charged 50% of the total invoice amount. All fees will be deducted from the initial payment made. Otherwise, a full refund of the service payment will be issued to the original payment form if paid in advance. Rescheduling/Cancellation due to a specialist fault will not incur a fee.

Payment Policy: We accept all major credit cards, including Visa, MasterCard, Discover, and American Express, through our internal invoicing system. We do not accept cash, checks, e-checks, wire transfers, or payments from money transfer apps and websites (ex., Western Union, Venmo).

Refund Policy: Refunds are only accepted if service was not rendered. For unsatisfactory service, you agree to allow us to address all concerns. The same scheduled team MUST rectify all problem areas unless the current team cannot address these concerns on their terms. Discounted service/partial refunds are accepted on a case-by-case basis.

Window Policy: All appointments have a 2-hour window for a specialist(s) to arrive. Please wait for the specialist(s) to arrive within the appointment window before contacting our Support Team.

Assembly Policy: There may be an extra added charge with your acknowledgment for more complicated furniture pieces. All parts (boxes) being assembled must be at least 10 feet from the installation area before the specialists arrive unless a moving fee/charge is added. Trash removal/haul away of unwanted items is not included.

Leveling/Site Preparation Policy: The ground must be leveled and is required prior to the scheduled appointment. The team/specialists are not responsible for ground leveling or preparation. Products (gazebos, playsets, etc.) cannot be adjusted for an unleveled surface. You understand and agree that the product will be leveled and squared, as best as possible, based on the ground it's installed on.

Trash Removal Policy: Trash removal/haul away of unwanted items is not included.

Moving Policy: You may be eligible to recover damages to your personal property at a rate of sixty (60) cents per pound ($.60/lb.) per item damaged. Coverage does not apply to the following: (1) Drugs or drug paraphernalia; perishable items; items prohibited by law; weapons, explosives, flammable liquids, or anything that would otherwise put the safety of the specialists (movers), the moving vehicle, the customer, or the customer's belongings at risk. (2) China, glass, clocks, glassware, lamps, mirrors, pictures, artwork, Flat-Screen Televisions, or any other fragile articles that are not packed & unpacked by On Point Assembly and moved at the owner's risk. (3) Because of the mechanical condition of electronics and appliances is unknown; we only assume responsibility for items that are mishandled or receive visible damage by our specialist (movers). (4) Unprotected flooring. (5) Defected, prior repaired, unstable constructed furniture pieces or items. (6) Money, jewelry, or other valuables, please make sure these items are safely put away before our moving team arrives. (7) Because ready-to-assemble furniture is not structurally created to be moved once assembled, we will not repair or replace these items in the event they are damaged during the move.

Workmanship Guarantee Policy: This guarantee covers wrongly installed items and unfulfilled service due to the team's negligence. The workmanship guarantee is not valid for damages or missing parts due to the failure of the manufacturer, delivery, or client. The same service team/specialist(s) must return to assess and rectify all installation issues. All issues MUST be reported to us within 48 hours from the original appointment date. If reported after 48 hours, we will not be held responsible for the issues.

Electronic Signature Policy: Your electronic signature will be attached to acknowledgment forms. Your signature will be produced when you request a quote, schedule an appointment, and after service is rendered.

If you have any questions regarding our booking policy, please don't hesitate to contact us at support@onpointassembly.com.

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