Refund & Cancellation Policy**
Last Updated: January 2025
At Five Stars Solutions, our goal is to deliver reliable, transparent, and high-quality property management services. Because our work involves time, labor, coordination, third-party vendors, compliance, inspections, tenant communication, and operational costs, our refund and cancellation policies differ from digital-product companies.
The policies below outline when refunds are permitted, when they are not, and how cancellations are handled. By using our services, you acknowledge and agree to these terms.
1. General Refund Policy
Most property management services are non-refundable once work has begun, as resources, labor, and time are immediately allocated to your property.
However, certain situations may qualify for a refund review, subject to the criteria outlined in this policy.
Refunds, if approved, will be processed within 30 business days and issued to the original payment method or as service credit, depending on the circumstances.
Five Stars Solutions reserves the right to approve or deny a refund after internal evaluation.
2. Services Eligible for Refund Review
Refunds may be considered ONLY under the following conditions:
A. Non-Delivery of Service
If a service that has been contracted, paid for, and scheduled is not delivered, and the delay is solely due to Five Stars Solutions, you may request a refund.
Examples:
- An inspection was never performed
- A leasing service was not initiated
- A financial report was not created
Claims must be submitted in writing to the Billing Department within 30 days of the scheduled delivery.
Failure to submit within this timeframe counts as acceptance of completed service.
B. Access or Communication Issues
If you cannot access documents, statements, or service updates through our portal or email due to an internal system error on our side, you must notify us immediately.
If our support team is not contacted within 30 days of delivery, the service will be considered fulfilled.
C. Significant Service Defects
If you identify a critical issue with a deliverable—such as major errors in financial reporting or documentation—you must report it immediately.
Five Stars Solutions reserves the right to correct the issue within 72 hours of receiving the complaint.
If the issue is confirmed and cannot be resolved within this timeframe, a refund or service credit will be issued.
If a resolution requires temporary access to your systems, failure to provide access may invalidate the claim.
D. Service Not As Described
If a service provided does not align with what was agreed upon in your management contract or written proposal, you must notify us within 30 days of delivery and provide supporting documentation.
Refunds will not be granted based on:
- Personal preference
- Changing your mind
- Subjective dissatisfaction without evidence
- Differences in expectations not documented in writing
Only factual, documented discrepancies qualify.
3. Non-Refundable Services
The following services are strictly non-refundable once initiated:
- Monthly property management fees
- Tenant placement / leasing services (after marketing begins)
- Lease renewals
- Inspections (once scheduled or completed)
- Eviction filing or coordination
- Maintenance coordination and vendor dispatch
- Premium management packages
- Service fees paid to third-party vendors
- Any service where labor or resources have already been allocated
Time spent coordinating, marketing, researching, communicating with tenants, or performing field work is non-recoverable and therefore non-refundable.
4. Cancellation Policy
Clients may cancel services according to the terms stated in their signed management agreement.
Most agreements require:
- Written notice of cancellation
- Fulfillment of any outstanding balances
- Payment for services already completed or in progress
Five Stars Solutions reserves the right to cancel services immediately for:
- Fraud or misrepresentation
- Harassment or abusive behavior
- Non-payment or repeated late payments
- Violation of legal requirements
- Unsafe property conditions
- Policy violations
No refunds will be issued for cancellations resulting from client misconduct or breach of contract.
5. Children’s Policy
Five Stars Solutions does not provide services to minors.
Only individuals 18 years or older may contract or purchase services.
We do not knowingly collect personal information from anyone under 13.
If you believe a minor has submitted information, contact us immediately so we may delete the data and void any associated activity.
6. How to Request a Refund or Cancellation
All refund and cancellation requests must be submitted in writing.
📧 Billing Support:
info@fivestarssolutions.com
Include the following:
- Full name
- Property address
- Service purchased
- Date of transaction
- Reason for refund request
- Supporting evidence (if applicable)
Our team will review your request and respond within 5–10 business days.
7. Final Disclaimer
Five Stars Solutions is committed to fairness and transparency. Each refund request is evaluated individually.
However, because property management requires real labor, vendor involvement, and operational expenses, refunds are only granted when justified under the criteria described above.