Refund Policy
1. What You Are Paying For
When you choose Automatic Bill Retrieval at checkout, you pay $25 per utility account / meter for which we retrieve the last 12 months of bill data on your behalf through our licensed third-party data partner (UtilityAPI). This fee is documented in Section 5.1A of our Terms of Service.
2. Single Consolidated Charge
If your submission includes multiple utility accounts, you will see one combined charge at checkout equal to N × $25, where N is the number of accounts. You will not receive multiple separate charges.
Example:
| Accounts in submission | Single charge at checkout |
|---|---|
| 1 utility account | $25.00 |
| 3 utility accounts | $75.00 |
| 5 utility accounts | $125.00 |
3. When You Are Entitled to a Full Refund
You are entitled to a full refund of the $25 fee for any utility account where we cannot deliver the service, including:
- Our data partner cannot connect to your utility provider
- Your utility provider rejects or cannot fulfill the data request
- Authorization is granted but no historical bill data is available (e.g., account is too new)
- Technical errors on our end that prevent retrieval within 30 days of payment
- We discover the account was already submitted (duplicate)
Refunds for failed retrievals are processed within 5 business days of our determination that the retrieval cannot be completed. We will notify you by email and invite you to upload your bills directly through the Portal at no charge so we can still complete your energy assessment.
4. Partial Refunds for Multi-Account Submissions
If your submission includes multiple accounts and we successfully retrieve bills for some but not others, you are entitled to a partial refund of $25 per failed account. Successfully retrieved accounts are not refundable once the data has been delivered to you.
Example: You paid $75 for 3 accounts. We successfully retrieve 2 and the third fails. You receive a $25 refund.
5. When Refunds Are Not Available
Once your utility bills have been successfully retrieved and an energy savings estimate has been delivered to you, the $25 fee per delivered account is non-refundable, regardless of:
- Whether you proceed to a Stage 2 site survey
- Whether you sign any subsequent service or installation contract
- Whether you agree with the savings estimate
- Whether you change your mind about the project
The fee compensates us and our data partner for the cost of retrieving and analyzing your data. That work has already been performed once the estimate is delivered.
6. Processing Fee Notice
For refunds caused by our inability to deliver the service (Section 3 above), NetWatt will absorb the processing fee and refund you the full amount you paid.
For refunds requested for any other reason at our discretion, we reserve the right to deduct the actual processing fee from the refund amount.
7. How to Request a Refund
Email jfrahm@netwattsystems.com within 30 days of your payment with:
- The email address used at checkout
- The approximate date and amount of the charge
- The utility account(s) involved
- The reason for the refund request
We respond to refund requests within 2 business days and process approved refunds within 5 business days. Refunds are returned to the original payment method.
8. Chargebacks
If you have a concern about a charge, please contact us first at jfrahm@netwattsystems.com. Initiating a chargeback through your card issuer or bank without first contacting us costs us substantially more than the refund itself and may result in suspension of your account and forfeiture of any retrieved data.
9. Changes to This Policy
We may update this Refund Policy from time to time. The effective date at the top of this page reflects the most recent revision. Material changes will be communicated to existing customers by email.
10. Contact
NetWatt Systems (a d/b/a of IMPAQ Holdings, LLC)
1438 E Oak St, Unit A, Fernandina Beach, FL 32034
Email: jfrahm@netwattsystems.com
Phone: (417) 844-4472
See also: Terms of Service · Privacy Policy