1. Overview
SANTILLAN CONSTRUCTION INC ("Company," "we," "us," or "our") performs masonry, landscape, and drainage work under written proposals. This Refund & Cancellation Policy explains deposits, cancellations, and when money may come back.
Read it with our Terms of Service. It applies to inquiries and purchases discussed through santillanus.us, email, phone, invoices, and written agreements. If a signed contract has different refund terms, those terms control for that job.
2. Scope
This policy covers services described on the Site, including:
- stone veneer, cladding, fireplaces, and interior stone;
- patios, walks, hardscape, retaining walls, and drainage;
- landscape design, planting, xeriscape, and outdoor living;
- mixed outdoor projects billed as one sequence.
Starting rates on Pricing are not prepaid packages. They are in United States dollars (USD). Nothing is purchased by clicking a form; a form only sends a request.
3. Nature of the Work
Field work consumes labor, equipment, and materials that often cannot be restocked at full value (custom-cut stone, mixed mortar, opened bags, plants that have left the nursery). Once we begin demolition, excavation, lath, setting stone, or planting, time and product have been spent on your property.
For that reason, fees for work already performed and materials already ordered or received are generally non-refundable, except where the law requires otherwise or we approve a written refund.
4. When We Will Refund
A refund may be considered — in full or in part — if:
- a duplicate payment was made;
- a payment was processed in error;
- we cancel before starting and have not ordered non-returnable materials;
- you cancel before we have ordered materials or begun substantive field work, minus any non-recoverable third-party costs already incurred;
- a written refund is approved by the Company.
Each request is reviewed against the Proposal, what has been ordered, and what is already in the wall or the ground.
5. Site Visits
An initial site visit to measure and discuss scope is typically not billed unless we say otherwise in writing before we arrive (for example, a long drive billed as a trip charge, or a second visit after you canceled the first).
If you no-show without notice, we may charge a trip fee before we schedule again. That fee is not a construction deposit.
6. Design Packages
A landscape or stone design package is a paid professional service. Once the drawing, plant list, or layout has been delivered, it is generally non-refundable. If you cancel after we have started measured drawings but before delivery, we may invoice for time spent and refund any unused remainder of the design fee.
Paying for design does not obligate you to hire us to install, and it does not obligate us to hold a construction price indefinitely.
7. Deposits and Materials
Jobs that need stone, pavers, plants, lumber, or fabricated pieces usually start after a deposit. Amounts are in USD. Unless the Proposal states different percentages, a typical pattern is:
- about 30% deposit to order materials and hold schedule;
- about 40% progress draw once materials are on site and field work has started (the Proposal names that milestone);
- the remaining balance after the punch-list walk.
We do not charge the full contract price for a job to a card before substantial completion of that work.
- Before we order: cancellation may qualify for a refund of unused deposit, minus any documented trip or design time already billed.
- After we order or receive materials: we may keep the portion needed to cover those costs, restocking, freight, and custom pieces that cannot be returned. Any remainder of the deposit may be refunded.
- Special-order or quarry-run stone: often cannot be returned. Expect that portion of the deposit to stay with the material.
We will document material costs on request when they affect a cancellation.
8. Work Already Performed
Labor, equipment time, demolition, excavation, installed veneer, poured or set hardscape, and completed planting are not refundable.
If you cancel mid-job, we will invoice for work and materials to date per the Proposal (including mobilization and unused special-order goods we cannot return), then stop. You remain responsible for making the site safe (open holes, loose stone) as we reasonably leave it, or for paying us to make it safe if the Agreement requires a demobilization scope.
9. Plants and Living Material
Plants, sod, and similar living goods are not returnable once they leave the nursery or are installed. We do not refund because a plant fails after any warranty period written in your contract (if the contract has one). Watering, HOA restrictions, animals, and winter kill after handover are not a Company refund.
10. Weather and Delays
Freeze, snow, high wind, mud, or inspector delay is not grounds for a refund of work already done or of a deposit held for materials already ordered. We reschedule when the site is safe and the work can cure or set.
We do not refund because a preferred completion date slipped due to weather, material lead times, or inspections. Those are conditions of Front Range construction, not a billing error.
11. Change Orders
Added height, extra corners, hidden rot, a different stone after materials are ordered, a larger patio, or extra drainage are new scope. They are invoiced as change orders. They are not "refunds of the original bid."
Unused original materials may be credited only if we can return them at a recoverable value. Custom-cut pieces usually have no credit.
12. Permits and Pass-Through Costs
The following are generally not refundable once paid to a third party, even if you later cancel remaining labor:
- permit, inspection, and HOA application fees;
- engineering or survey fees we advanced at your request;
- dumpsters, toilet rental, or similar site facilities already delivered;
- payment-processor or bank fees charged by others;
- utility-locate or similar statutory fees.
If a permit is denied and we have not started field work, we will discuss unused deposit versus fees already spent with the city or HOA.
13. Non-Refundable Items
Refunds are generally not available for:
- labor, equipment, and installed work already completed;
- delivered design packages;
- special-order, cut, mixed, or perishable materials;
- deposits applied to materials we cannot restock at full value;
- weather, inspection, or lead-time delays;
- change-order amounts for added scope;
- time lost to blocked access, late material decisions, or inaccurate property information you provided.
14. How a Contract Is Accepted
We do not ask you to sign a construction contract during the first site visit. After we walk the site we send a written Proposal by email or mail. You accept that Proposal in writing. Work starts only after that acceptance and any deposit the Proposal requires.
15. Cooling-Off Rule
The federal Cooling-Off Rule (16 C.F.R. Part 429) can give a consumer a short right to cancel certain sales made at the buyer's home, workplace, or a seller's temporary location. Where it applies, that window is usually three business days, and only for sales above the dollar threshold set in the rule (and similar state home-solicitation laws).
We do not use that process. The first visit is a walk to measure and discuss scope. We do not ask you to sign a construction contract before we leave the property. The contract, if any, is the written Proposal we send later by email or mail. You accept that Proposal in writing. Because you are not signing at the kitchen table on the first visit, we do not treat that walk as an in-home sale under the Cooling-Off Rule.
If an Agreement ever used a different signing process (for example, a paper signed at your house), that Agreement and applicable law — including any cooling-off right that then applied — control.
16. How to Cancel
Email support@santillanus.us or call (720) 659-4943 as soon as you know. Include your name, property city or address, the Proposal date if you have one, and what you want to cancel.
We will confirm what has been ordered and installed, then say whether a full refund, partial refund, or invoice for work to date applies.
Approved cancellations before materials are ordered and before field work starts may qualify for a refund to the original payment method, minus documented trip or design time.
17. Chargebacks
If you think a payment was wrong, contact us before opening a chargeback. We will review invoices, deposits, and photos of work in place and try to resolve the question in good faith.
A chargeback filed after we have ordered materials or installed work does not automatically unwind the job. We may give the processor evidence of delivery, change orders, and the Agreement. Filing a chargeback without talking to us first can slow a real refund if one is due.
18. Processing Approved Refunds
When we approve a refund:
- it generally goes back to the original payment method (check, ACH, or Square if you paid a card invoice);
- we typically start the return within 5–10 business days of approval;
- your bank or card issuer may take additional business days to post it;
- we will confirm by email when the refund has been initiated.
We cannot control bank or processor calendars.
19. Disputes and Good-Faith Resolution
If you are unhappy with a punch-list item or believe a line on an invoice is wrong, write to us with specifics (photo, date, line item). We prefer to walk the site again rather than argue by chargeback.
Where appropriate we may offer a repair, a credit, or a partial refund even when a full refund is not required. That is discretionary and does not set a rule for the next job.
Warranty, if any, is only what the signed contract states — not an open-ended money-back guarantee.
20. Changes to This Policy
We may update this policy. The new version is posted here with a revised "Last Updated" date. Changes apply to new inquiries and to jobs that have not yet signed a conflicting contract, unless the law requires otherwise.
21. Contact
Questions about refunds, deposits, or cancellations:
SANTILLAN CONSTRUCTION INC
3300 W Florida Ave Apt 95
Denver, CO 80219
United States
Phone: (720) 659-4943
Email: support@santillanus.us