This Refund and Cancellation Policy governs all service bookings, diagnostic evaluations, insurance reporting, and recurring subscription plans provided by TRACE Property Services LLC (operating as “TRACE Home Inspections,” “TRACE Property Services,” and “TRACE Service Group,” herein referred to as “TRACE,” “we,” “us,” or “our”) through traceinspect.com or via direct scheduling.

Because TRACE provides professional, licensed time-based labor, diagnostic imaging, and customized technical reporting, our refund and cancellation terms are structured as follows:

1. COMPLETED SERVICES & DELIVERED REPORTS (NON-REFUNDABLE)

• Labor & Diagnostic Reports: Once an inspector has arrived on-site and commenced the inspection, thermal scan, or diagnostic evaluation, all fees are deemed earned. Completed inspections, delivered digital reports, 4-Point forms, Wind Mitigation certificates, and diagnostic datasets are STRICTLY NON-REFUNDABLE.

• Objective Reporting Acknowledgment: Inspection fees compensate TRACE for time, technical expertise, equipment deployment, and objective data collection. Refunds will NOT be issued based on transaction outcomes (e.g., real estate contracts falling through, seller refusal to repair defects, lender rejections, or insurance underwriters declining coverage based on documented factual conditions).

2. APPOINTMENT CANCELLATIONS & RESCHEDULING

A. Standard Notice Window (24+ Hours)

If you cancel or reschedule your inspection appointment at least twenty-four (24) hours prior to the scheduled start time, you will receive a 100% full refund of any prepaid fees or no cancellation penalty.

B. Late Cancellations (< 24 Hours)

Appointments canceled or rescheduled with less than twenty-four (24) hours’ notice before the scheduled appointment time are subject to an administrative cancellation fee of $75.00.

If payment was made in advance, your refund will be processed minus the $75.00 late cancellation fee.

C. On-Site Lockout & Denied Access

If the inspector arrives at the property and is unable to gain access within thirty (30) minutes of the scheduled time due to missing keys, unprovided gate/lockbox codes, active or unrestrained animals, or seller refusal, a lockout trip fee equal to 50% of the scheduled service invoice will be assessed. The remaining balance of any prepayment will be refunded or credited toward a rescheduled appointment.

3. THIRD-PARTY LABORATORY & SPECIALTY ADD-ON FEES

Certain specialized add-on services involve third-party laboratory analysis, courier fees, or certified partner subcontracts:

• Mold Air/Surface Samples & Water Testing: Once laboratory sample canisters or water sample kits have been deployed, collected, or dispatched to an accredited testing laboratory, all laboratory processing fees are 100% non-refundable.

• Wood-Destroying Organism (WDO) Inspections: Pest inspection subcontracts canceled with less than 24 hours’ notice are subject to the third-party provider’s cancellation terms and trip charges.

4. WEATHER-RELATED RESCHEDULING & REFUND TERMS

• Rain Policy: As outlined in our Terms of Service, visual home inspections, roof assessments, and structural evaluations proceed as scheduled in rain or inclement weather.

• Rescheduling for Weather: If a client prefers to reschedule due to forecast rain, the client must notify TRACE at least three (3) hours prior to the appointment. The appointment will be moved to the next available date with ZERO penalty or fee.

• Severe Atmospheric Hazards: If hazardous conditions (e.g., active lightning, high wind, severe convective storms) restrict safe drone flight or roof walking, the inspector will complete all interior and accessible exterior systems and either deploy high-reach optics or return to complete the exterior or drone component at no extra charge. Weather-related modifications do not qualify for a cash refund.

5. SUBSCRIPTION & MONITORING PLANS (TRACE HOME HEALTH™)

A. Monthly Subscriptions

• Monthly monitoring memberships (TRACE Essential, TRACE Protect, TRACE Complete, TRACE Fortified) are billed on a recurring 30-day cycle.

• You may cancel your monthly plan at any time through your member dashboard or by emailing info@tracehomeinspections.com. Cancellation will take effect at the end of the current billing cycle. Past monthly subscription fees are non-refundable.

B. Annual Subscriptions

• Annual subscription plans are paid in advance for 12 months of monitoring coverage and diagnostic checks.

• If an annual member requests cancellation within the first thirty (30) days of enrollment AND no on-site checks, drone scans, or diagnostic baseline reports have been performed, a full refund will be issued minus a $25 processing fee.

• If cancellation is requested after a semi-annual check, thermal drone scan, or baseline health record has been completed, the subscription is non-refundable for that contract year.

6. DISPUTED FINDINGS & RESOLUTION PROCESS

If you believe a material defect was missed or improperly documented in your report:

• Written Notice Requirement: You must notify TRACE in writing within fourteen (14) calendar days of discovering the issue.

• Verification Access: TRACE must be granted physical access to re-inspect the condition prior to any repairs or modifications being made (except emergency life-safety stabilization).

• Fee Refund in Lieu of Claim: In circumstances where an administrative resolution is agreed upon, TRACE reserves the right, in its sole discretion, to issue a partial or full refund of the inspection fee in exchange for a full and final release of liability.

7. CHARGEBACK & PAYMENT DISPUTE POLICY

By purchasing services from TRACE, you agree to contact our office directly at (904) 672-8100 or info@tracehomeinspections.com to resolve any billing questions or disputes before initiating a credit card chargeback. In the event of an unjustified chargeback, TRACE reserves the right to recover the full invoice amount, plus associated merchant chargeback fees, collection costs, and reasonable legal expenses.

8. CONTACT INFORMATION

For cancellation notices, rescheduling requests, or billing inquiries, please contact:

TRACE Property Services LLC
Operating Divisions: TRACE Home Inspections | TRACE Property Services | TRACE Service Group
DBPR Home Inspector License: #HI18910
Office Address: 3741 Briar Lane, Orange Park, FL 32065
Telephone: (904) 672-8100
Billing Support Email: info@tracehomeinspections.com
Official Website: traceinspect.com