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Refund Policy

This Refund Policy outlines the terms under which Emmanuel Pools LLC (“Company,” “we,” “our”) handles refunds, deposit returns, and cancellations for all pool construction, renovation, maintenance, and related services. This policy applies to all projects contracted in New York City and Long Island.

Last Updated: March 22, 2026

1. Three-Day Right of Cancellation

In accordance with New York General Business Law Section 772 and the Federal Trade Commission’s Cooling-Off Rule (16 CFR Part 429), you have the right to cancel any home improvement contract signed at your home or at a location other than our principal place of business within three (3) business days of signing.

  • Cancellation during this period entitles you to a full refund of all payments made, with no penalty
  • Refunds will be issued within ten (10) business days of receiving your written cancellation notice
  • Cancellation must be submitted in writing — a downloadable cancellation form is included with every signed proposal
  • This right does not apply to contracts signed at our office or place of business

2. Deposit Refunds

2.1 Before Work Begins

If you cancel your project before any work has started (beyond the three-day window):

  • Full refund of your deposit, minus any costs already incurred
  • Deductible costs may include: permit application fees, engineering or survey fees, and administrative processing
  • An itemized accounting of any deductions will be provided in writing
  • Refund will be processed within fifteen (15) business days

2.2 After Work Has Begun

If you cancel your project after work has commenced:

  • Refund of your deposit less the fair value of work completed and materials procured
  • The fair value will be calculated based on the percentage of project completion relative to the total contract price
  • An itemized accounting will be provided showing: labor hours, materials used, subcontractor costs, and permit/inspection fees
  • If the value of completed work exceeds your deposit, you will be responsible for the difference
  • Refund (if applicable) will be processed within twenty (20) business days

3. Non-Refundable Items

The following items are non-refundable once ordered or processed:

  • Custom-ordered materials: Custom vinyl liners, fiberglass pool shells, automatic cover mechanisms, and specialty equipment manufactured to your specifications
  • Permit fees: Fees paid to municipal agencies for building permits, inspections, or variances
  • Engineering and survey fees: Third-party professional services already rendered
  • Special-order equipment: Equipment configured or ordered specifically for your pool dimensions and specifications

We will make every reasonable effort to cancel or return custom orders on your behalf. Any refunds obtained from manufacturers or suppliers will be passed through to you, less any restocking fees charged by the supplier.

4. Service & Maintenance Refunds

For recurring maintenance plans, pool opening/closing services, and one-time service calls:

  • Prepaid maintenance plans: Prorated refund for unused service visits remaining on the plan
  • Scheduled services not yet performed: Full refund if cancelled at least 48 hours before the scheduled date
  • Services already performed: No refund for completed service visits
  • Cancellation within 48 hours of scheduled service: A cancellation fee of up to 50% of the service cost may apply

5. Payment Method for Refunds

  • Refunds will be issued using the original payment method whenever possible
  • If payment was made by check, refund will be issued by company check
  • If payment was made by ACH or credit/debit card, refund will be processed through the same channel
  • Processing times vary by payment method: ACH refunds may take 5–7 business days to appear; card refunds may take 5–10 business days

6. Warranty & Defect Claims

Refunds or credits for warranty claims are handled separately under our Warranty Coverage provisions:

  • Defective workmanship within the warranty period will be corrected at no additional cost
  • If a defect cannot be reasonably corrected, a partial refund or credit toward future services may be offered
  • Equipment defects are covered under the manufacturer’s warranty — we will assist with warranty claims on your behalf

7. Dispute Resolution

If you disagree with a refund determination:

  1. Contact us directly at (631) 623-7992 or info@emmanuelpools.com to discuss your concerns
  2. We will review your case and respond within five (5) business days
  3. If the dispute cannot be resolved directly, it will be handled through binding arbitration in accordance with the dispute resolution provisions in our Terms of Service

Nothing in this policy limits your rights under the New York Home Improvement Contractor Law, the FTC Cooling-Off Rule, or other applicable consumer protection statutes.

8. Fraudulent Chargebacks

Important Notice: Filing a credit card or ACH chargeback for services that have been rendered, materials that have been delivered, or work that has been completed constitutes fraud under New York Penal Law and federal banking regulations. Emmanuel Pools LLC will vigorously contest all fraudulent chargebacks and reserves the right to:

  • File a mechanic’s lien against the property under New York Lien Law Article 2 for the full unpaid balance, plus interest and legal costs
  • Report the fraudulent chargeback to credit bureaus and chargeback fraud databases
  • Pursue civil litigation for the full contract amount, plus attorney’s fees, court costs, and consequential damages
  • Refer the matter to the New York State Attorney General’s office and/or local law enforcement for criminal fraud investigation where applicable

If you have a legitimate dispute regarding charges, we strongly encourage you to contact us directly before initiating a chargeback. We are committed to resolving payment disputes fairly and promptly through direct communication (see Section 7 above). Chargebacks should only be filed as a last resort for unauthorized transactions — not as a substitute for the refund process outlined in this policy.

9. How to Request a Refund

To request a refund or cancellation, contact us in writing:

Please include your name, project address, proposal/contract number, and the reason for your refund request. We will acknowledge receipt within two (2) business days.

Emmanuel Pools LLC
NYC HIC License #2105754-DCA • PHTA Certified Pool & Spa Building Professional (CBP #645589)
21949 141st Rd, Springfield Gardens, NY 11413
(631) 623-7992 • info@emmanuelpools.com