1. General Refund Terms
All sales are final once an order is dispatched for delivery by our supplier, AmeriGas. Due to the regulated nature of propane (as per NFPA 58 and DOT 49 CFR Part 172), we do not accept returns or issue refunds after the delivery is completed. Pure Propane’s service facilitation fees are non-refundable, as outlined in the Propane Sales Agreement, and any refunds for propane costs will adhere to AmeriGas’s policies.

2. Order Cancellation Before Delivery
If you wish to cancel your order, please contact us immediately before delivery is confirmed or dispatched. The refund eligibility depends on the timing of your cancellation:

• Before Scheduling: You are eligible for a full refund of propane costs, minus non-refundable facilitation fees.

• After Routing: A partial refund will be issued for propane costs if cancellation occurs after same-day routing, less any dispatch and processing fees.

• During Delivery: No refunds will be issued if the order is already out for delivery or has been delivered. Any eligible refunds will be processed within 7-10 business days through the original payment method and confirmed via phone or text.

3. Delivery Refusals and Missed Deliveries
If a delivery attempt is unsuccessful due to customer unavailability or refusal, the order will be marked as “missed.” No refunds will be provided, and additional fees may apply for redelivery or rescheduling. It is the customer’s responsibility to ensure tank accessibility and compliance with NFPA 58. Proof of delivery (e.g., bill of lading) will be available upon request to resolve disputes.

4. Service-Related Refunds
If additional services (e.g., tank installation) are not completed due to our error, we will either reschedule the service or provide a partial refund at our discretion. No refunds or rescheduling will be provided for delays caused by weather, customer unavailability, or inaccessible sites. All service-related disputes must be submitted in writing within 14 days via our Contact Us page.

5. Payment Disputes
We take chargebacks and payment disputes seriously, as they affect our operations. Please contact us directly to resolve issues before initiating any disputes. Unauthorized chargebacks for valid orders will be contested with necessary documentation (e.g., calls, texts, receipts, and proof of delivery). Failure to communicate before initiating a chargeback may result in denial of future services. Disputes must be submitted in writing within 14 days of the transaction or delivery, and we require cooperation in providing proof of delivery.

6. Two-Step Payment Refunds
For orders using the two-step payment option (with initial and final payments), refunds will only apply 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. Cancellations must follow the timing outlined in Section 2, with refunds processed through our billing department.

7. Compliance and Contact
This refund 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 any questions or refund requests, please contact us:

• Email: sales@thepurepropane.com

• Phone:+1 475 295 2095

• Website: https://thepurepropane.com/

For information on how we handle your personal data, please refer to our Privacy Policy at https://thepurepropane.com/privacy-policy/

8. Policy Updates
We may update this policy periodically, with changes posted at this page. Significant updates will be communicated via email or call. Your continued use of our services signifies acceptance of these changes.