Refund policy.
What happens if an install doesn't go the way it should. The short version: text us, we'll come back and fix it; if we can't, you don't pay. The full version is below. Last refreshed June 2026.
1. The headline rule
We'd rather fix a problem than refund. If something we did isn't right — the screen is tilting, the cables look untidy, the bracket squeaks, the wall is patched poorly — text us. We'll come back at our cost, in a slot that suits you, and re-do it. That's the 12-month workmanship promise.
If we genuinely can't fix it, you don't pay for it. That's a full refund of the install cost, no quibbles, no fee retained.
2. Full refund — when
- We finish the job and it doesn't work the way we agreed (the bracket type is wrong, the screen is too low, the swing arm doesn't actually swing).
- We damage your wall or screen beyond what we can repair.
- We don't show up to the agreed slot and don't get back to you within 24 hours.
- You exercise your statutory 14-day cancellation right and we haven't started the work (the right doesn't apply once the screen is up).
3. Partial refund — when
- You added the "cables hidden" line item and we ended up running a wall channel instead — the +$89 add-on comes off automatically; we don't charge for what we didn't do.
- The job took materially less time than expected and we couldn't deliver the soundbar bracket because the part didn't arrive.
4. No refund — when
- The screen is on the wall the way we agreed, and you've changed your mind about where you wanted it. We'll re-mount it at a reduced rate, but the original install stands.
- Damage caused after we left — another contractor drilling into the wall, accidental impact, water ingress from a separate event.
- You cancel the install with less than 24 hours' notice (a $40 diary-slot fee applies — covered in the terms).
5. How to ask
Text the same number you booked through, or email hey@mountmate.online. Include the install date and a photo of whatever's wrong if it's visual. We'll text back within four working hours.
6. How long
Where a refund is owed, it lands on the card you paid with within 7 working days of us agreeing it. If you paid by bank transfer, we'll need your account details — we don't keep them on file.
7. Statutory rights
This policy sits on top of, and doesn't reduce, your rights under consumer protection law. Where the law says you're entitled to more than what's above, you're entitled to it.