ONYX LANDSCAPING GROUP
Refund, Cancellation & Project Payment Policy. Effective Date: January 01, 2026 - December 31, 27
At Onyx Landscaping Group (“Onyx,” “we,” “our,” or “us”), we take pride in creating outdoor spaces that our clients can enjoy for years to come. Every project requires planning, scheduling, labor, materials, equipment, supplier commitments, and coordination with our clients.
Because landscaping, hardscaping, water features, irrigation, lighting, planting, and outdoor construction projects involve substantial preparation and expenses before and during installation, we have established the following Refund, Cancellation & Project Payment Policy.
Our goal is to clearly explain how payments, cancellations, refunds, project changes, and concerns are handled while treating every customer fairly and respectfully.
This policy applies in addition to any written estimate, proposal, contract, invoice, change order, warranty, or other project-specific agreement provided by Onyx. If a project-specific written agreement contains terms that are different from this policy, the project-specific agreement will control to the extent permitted by applicable law.
1. Project Estimates and Proposals
Onyx prepares estimates and proposals based on the information available at the time the estimate is prepared.
Estimates may include anticipated labor, materials, equipment, delivery, disposal, subcontractor costs, site preparation, installation, and other project-related expenses.
Unless specifically stated otherwise in writing, an estimate is not a guarantee that actual project costs will never change.
Actual costs may be affected by conditions discovered after work begins, including but not limited to:
When reasonably possible, Onyx will communicate material changes to the customer before performing additional work.
2. Deposits and Initial Payments
A deposit or initial payment may be required before Onyx schedules a project, orders materials, reserves labor or equipment, engages subcontractors, or begins project preparation.
A deposit is not simply a payment for future labor. It may allow Onyx to commit substantial business resources to a customer's project.
Once a deposit has been received, Onyx may use those funds to secure or arrange:
To the extent permitted by Washington law and the applicable project agreement, amounts representing costs already incurred or commitments made by Onyx may not be refundable.
Onyx will make reasonable efforts to identify and account for applicable costs when determining any refund.
3. Customer Cancellation Before Work Begins
We understand that circumstances can change. If a customer needs to cancel a project, we ask that the customer notify Onyx as soon as possible and preferably in writing.
If cancellation occurs before Onyx has incurred project-specific expenses or commitments, Onyx will review the account and determine whether a refund is appropriate.
If Onyx has already incurred expenses or commitments, the customer may be responsible for those amounts, including:
Any remaining refundable balance will be determined after applicable costs have been accounted for.
4. Cancellation After Work Has Started
Once work has begun, the customer's project has generated actual labor, material, equipment, scheduling, and administrative costs.
If the customer cancels after work has started, the customer remains responsible for:
A refund, if any, will be calculated after these amounts have been determined.
Cancellation does not automatically entitle the customer to a refund of all amounts previously paid.
5. Completed Work
Payment for work that has been completed is generally considered earned and is not refundable simply because a customer later changes their mind about the project.
If a customer believes completed work does not conform to the agreed scope, we encourage the customer to contact Onyx promptly.
Our preferred approach is to inspect the concern, discuss the issue with the customer, and determine whether a reasonable correction is appropriate.
Onyx will make reasonable efforts to correct legitimate workmanship issues that are covered by the applicable contract or warranty.
A customer's dissatisfaction with the appearance, style, design preference, or subsequent opinion of completed work does not automatically establish that the work is defective or entitle the customer to a refund.
6. Customer-Requested Changes
We understand that customers sometimes change their minds once they see a project taking shape.
Customers may request changes when practical; however, changes can affect labor, materials, scheduling, subcontractors, equipment, and project costs.
A customer-requested change may result in:
Whenever reasonably possible, Onyx will communicate the anticipated additional cost before proceeding.
Once a customer authorizes additional work, the customer is responsible for the resulting charges.
Customer-requested changes do not automatically qualify the customer for a refund of previously completed or purchased work.
7. Change Orders
Changes to the original scope should be documented through a written change order, revised proposal, email authorization, text authorization, or other written confirmation when reasonably practical.
A change order may modify:
If a customer requests additional work or materials and authorizes Onyx to proceed, the customer may be responsible for the resulting charges even if the original project price has already been paid.
8. Special-Order and Custom Materials
Many landscaping and water-feature projects contain products selected specifically for an individual customer.
Examples include:
Once these items have been ordered specifically for a project, they may not be cancellable or returnable.
If a supplier will not accept a return or charges a cancellation, restocking, shipping, or handling fee, the customer may be responsible for those costs.
Onyx will not intentionally order unnecessary materials for a customer. However, once a customer-specific product has been ordered or committed, the financial obligation associated with that product may not be reversible.
9. Living Plants, Trees, Shrubs and Natural Materials
Landscaping involves living plants and natural materials, which are affected by conditions outside Onyx's control.
Plant health and appearance may be affected by:
Because plants are living products, their performance cannot be guaranteed indefinitely.
Any plant warranty, replacement policy, or guarantee offered by Onyx will be governed by the specific written terms provided for that project.
A plant that declines or dies because of conditions outside Onyx's control does not automatically constitute defective workmanship.
10. Water Features
Water features require specialized equipment and ongoing maintenance.
Depending on the system, a water feature may include pumps, filtration, plumbing, electrical components, liners, stone, lighting, controls, drains, water treatments, or other components.
Water features may be affected by:
Unless expressly stated otherwise in writing, ongoing maintenance is the customer's responsibility after project completion.
Normal maintenance requirements are not considered defects and do not qualify for a refund.
11. Unforeseen Site Conditions
Landscaping work frequently involves conditions that cannot be fully identified before excavation or demolition.
If Onyx encounters an unforeseen condition that materially affects the scope, safety, cost, or method of installation, Onyx may pause the affected portion of the work and notify the customer.
Examples include:
Additional work required to address these conditions may result in additional charges.
Onyx will not knowingly proceed with work that creates an unreasonable safety risk or is materially different from the agreed project without first communicating the issue when reasonably possible.
12. Weather and Conditions Outside Onyx's Control
Landscaping work is naturally affected by weather and environmental conditions.
Rain, snow, extreme heat, freezing temperatures, wind, smoke, wildfire conditions, storms, saturated soil, or other environmental conditions may require Onyx to delay or reschedule work.
Such delays do not constitute cancellation by Onyx and do not automatically entitle a customer to a refund.
Onyx will make reasonable efforts to reschedule affected work as conditions permit.
13. Customer Delays and Lack of Access
Customers are responsible for providing reasonable access to the property and making timely decisions necessary to keep the project moving.
Delays may occur when a customer:
Customer-caused delays may result in additional labor, storage, delivery, mobilization, equipment, scheduling, or other reasonable costs.
14. Warranty and Correction of Work
Onyx stands behind the quality of its work and wants customers to be satisfied with the finished project.
If a customer believes there is a workmanship issue, the customer should notify Onyx promptly and provide enough information for Onyx to evaluate the concern.
Onyx should be given a reasonable opportunity to inspect and, where appropriate, correct covered workmanship issues before a customer hires another contractor to perform corrective work.
Except where immediate action is reasonably necessary to prevent substantial property damage or address a safety emergency, unauthorized repairs or modifications by another contractor may affect Onyx's ability to determine the cause of the problem and may affect applicable warranty rights to the extent permitted by the applicable agreement and law.
15. No Refund Based Solely on Design Preference
Landscaping is both a construction service and a creative process.
Customers may occasionally have different expectations about color, plant growth, stone appearance, water movement, lighting appearance, layout, or other aesthetic characteristics after a project is completed.
If the completed work substantially conforms to the approved plans, selections, specifications, and authorized changes, a subsequent change in personal preference does not automatically create a right to a refund.
Onyx will nevertheless make a good-faith effort to discuss reasonable concerns with the customer.
16. Final Inspection and Completion
When a project is substantially complete, Onyx may request that the customer review the completed work.
Minor punch-list items, adjustments, seasonal planting considerations, material settling, or other normal post-installation adjustments do not necessarily mean that a project is incomplete.
If a customer identifies an issue, Onyx will evaluate the concern and determine whether it is:
17. Refund Requests
Refund requests should be submitted in writing and should include the customer's name, project address, invoice or contract number, date of payment, amount paid, reason for the refund request, and any supporting information or documentation.
Onyx will review each request individually.
The review may consider:
Submitting a refund request does not guarantee that a refund will be issued.
18. Approved Refunds
If a refund is approved, Onyx will calculate the refundable amount after accounting for applicable completed work, materials, committed expenses, and other allowable project costs.
Whenever reasonably possible, refunds will be issued using the original payment method.
Processing times may depend on the payment processor, credit card company, bank, or other financial institution.
Onyx will not be responsible for delays caused by a customer's financial institution or payment processor.
19. Outstanding Balances
A customer's submission of a complaint, warranty request, refund request, or dispute does not automatically suspend payment obligations for amounts that are otherwise due under the project agreement.
Customers should continue to communicate with Onyx regarding disputed amounts so the parties can attempt to resolve the issue promptly and professionally.
Onyx reserves all rights available under the applicable contract and Washington law concerning unpaid balances.
20. Customer Disputes and Good-Faith Resolution
Onyx genuinely prefers to resolve concerns directly with customers rather than through unnecessary escalation.
Before pursuing outside remedies, we encourage customers to contact Onyx and provide an opportunity to review the concern.
We will make a good-faith effort to:
Nothing in this section limits any rights or remedies available to either party under applicable law.
21. Property Damage and Customer Responsibility
Onyx takes reasonable care when working on customer properties. However, landscaping work may require excavation, equipment operation, demolition, grading, cutting, digging, hauling, and installation near existing structures.
Customers are responsible for informing Onyx of known underground systems, private utilities, irrigation lines, septic systems, drainage systems, invisible fencing, buried structures, or other concealed property features that may not be reasonably identifiable.
Onyx is not responsible for damage caused by undisclosed or inaccurately identified private systems or concealed conditions to the extent permitted by applicable law.
22. Project Documentation
Onyx may document project conditions through photographs, measurements, notes, proposals, invoices, correspondence, and other records.
These records may be used to document existing site conditions, confirm project progress, record completed work, evaluate warranty concerns, and resolve disputes.
23. No Waiver of Legal Rights
This policy is intended to establish reasonable business procedures and expectations.
Nothing in this policy is intended to waive, eliminate, or restrict any consumer right, statutory protection, warranty, remedy, or other right that cannot legally be waived under Washington State or federal law.
If any provision of this policy is determined to be invalid or unenforceable, the remaining provisions will remain effective to the fullest extent permitted by law.
24. Policy Changes
Onyx may update this policy from time to time.
The version applicable to a particular project will generally be the version incorporated into or referenced by the customer's project agreement, proposal, estimate, invoice, or other applicable documentation.
25. Customer Acknowledgment
By approving a proposal, signing a contract, authorizing work, paying a deposit, or otherwise authorizing Onyx to proceed with a project, the customer acknowledges that landscaping and water-feature projects require Onyx to commit labor, materials, equipment, scheduling, and other resources.
The customer further acknowledges that cancellation after Onyx has incurred project-specific expenses may result in amounts being withheld from any refund to the extent permitted by the applicable agreement and law.
Onyx's goal is not to make refunds difficult. Our goal is to ensure that customers understand how project commitments work and that Onyx is not unfairly required to absorb costs that were incurred specifically for a customer's project.
We appreciate our customers, value honest communication, and will make every reasonable effort to address concerns fairly and professionally.
Customer Service: Please contact Onyx directly regarding questions, cancellations, project concerns, or refund requests.