Refund Policy

Last updated: April 23, 2026

1. What this policy covers

This policy covers the GreaseGrid Compliance Coordination fee — the fee GreaseGrid charges for scheduling, vendor matching, and compliance documentation on each service. It does not cover the vendor's pumping-service charge, which is billed to you directly by the licensed hauler performing the work. See Vendor pumping fees vs Compliance Coordination fee below.

GreaseGrid is a coordinator, not the service provider of record. Questions about the vendor's charges, scope, or warranty go to the vendor. Questions about the Compliance Coordination fee, the packet we deliver, or this refund policy go to support@greasegrid.com.

2. Vendor no-show refunds

If the vendor fails to arrive within the confirmed appointment window and cannot service your location within the SLA window we disclosed at booking, GreaseGrid will auto-refund the Compliance Coordination fee for that service. You do not need to request this refund — the refund trigger is built into our operations workflow. If a refund has not posted within 5 business days of the missed appointment, email support@greasegrid.com and we will investigate.

3. Packet rejection refund guarantee

If a LASAN IWMD or LA County PW EPD inspector rejects the proof packet GreaseGrid delivered for this service, and we cannot cure the rejection within 14 days of documented inspector feedback, GreaseGrid will refund the Compliance Coordination fee in full. This guarantee covers the Compliance Coordination fee only; the vendor's pumping-service charge is billed directly by the vendor and is not subject to GreaseGrid's refund policy.

To trigger this guarantee, forward the inspector's written rejection (email, inspection report, or notice of violation) to support@greasegrid.com within 30 days of receiving it. GreaseGrid will open a cure workflow, respond to the inspector with corrected documentation, and keep you copied on the thread. If the cure is still pending 14 days after the inspector's feedback is documented, the refund posts automatically.

4. Service-quality issues

If the vendor completed the service but the quality of the work is not acceptable — incomplete pumping, missed compartments, spillage, damage to the fitting, or the vendor failed to deliver a required document — contact support@greasegrid.com within 72 hours of the service. GreaseGrid will mediate between you and the vendor. Where mediation fails and the issue was caused by a coordination error on our end (wrong scope, missing access instructions, missed asset), we will refund the Compliance Coordination fee. Refunds of the vendor's pumping charge are at the vendor's discretion.

5. Vendor pumping fees vs Compliance Coordination fee

Two bills, two parties. The vendor's pumping fee (typically $175–$475+ depending on trap size, location, and disposal rates) is quoted and collected by the vendor directly. The Compliance Coordination fee is charged separately by GreaseGrid and covers our scheduling, vendor coordination, and proof packet work. GreaseGrid does not mark up or collect the vendor's pumping fee, and GreaseGrid's refund policy only applies to the Compliance Coordination fee.

6. Damage claims

Damage to your property, fittings, or equipment during or after service is handled as a damage claim, not a refund. Damage claims always escalate to a human on the GreaseGrid team and pause the relevant automation while we investigate. Document the damage with photos and written description as soon as you notice it, and email support@greasegrid.com. We will coordinate with the vendor's insurance where applicable. GreaseGrid is not the service provider of record; the vendor is, and the vendor's liability insurance typically applies.

7. How to request a refund

Email support@greasegrid.com with:

Your account email and business name
The service date and confirmation code
A short description of what happened
Any supporting documentation (photos, inspector notice, vendor correspondence)

We respond within one business day and open a tracked case. If the refund is approved, it posts to your original payment method within 5 business days of approval.