Refund and Cancellation Policy
Effective Date: [July 14, 2025]
Last Updated: [July 14, 2025]
At Midwest Aerobiology Labs, we value your trust and strive to provide transparent, science-based mold and environmental inspection services. This Refund and Cancellation Policy outlines your rights, responsibilities, and the Company’s position regarding refunds, rescheduling, and service dissatisfaction.
This policy applies to all bookings made through www.knowmold.com and is fully aligned with the Illinois Service Contract Act (215 ILCS 152/35) and relevant federal guidelines.
1. Overview of Services Covered
This policy applies to all fixed-fee and appointment-based services offered by Midwest Aerobiology Labs, including but not limited to:
- Comprehensive Mold Inspections
- Mycotoxin-Targeted Mold Panel Testing
- Intrusive Mold Investigations
- Post-Remediation Verification (PRV)
- Mold Consultation and Coaching
- Attic Mold Evaluations
- Mobile Lab Visits and MVOC Testing
Each service involves allocation of time, specialized equipment, certified personnel, and pre-inspection review. As such, even “non-performance” refunds must consider operational costs already incurred.
2. Cancellations by Clients
We understand that unexpected changes can occur, and we strive to be as accommodating as possible while respecting the time and resources allocated for each scheduled inspection. To maintain fairness and operational efficiency, the following cancellation terms apply to all services booked with Midwest Aerobiology Labs:
- Notice Period: Clients may cancel a scheduled service by submitting a written request via email to [Insert Email Address] at least forty-
eight (48) hours prior to the confirmed appointment time. The cancellation must include the client’s full name, service address,
appointment date and time, and reason for cancellation. - Eligibility for Refunds: If the cancellation request is received at least 48 hours before the scheduled appointment and no portion of the
service has been performed, the client may be eligible for a partial refund, subject to a cancellation fee. The cancellation fee will not
exceed:- $50, or
- 10% of the total service fee,
whichever amount is less, in accordance with the Illinois Service Contract Act (215 ILCS 152/35).
All administrative or merchant processing fees already incurred by the Company may also be deducted from the refundable amount.
- Late Cancellations (Less than 48 Hours): Cancellations received less than 48 hours before the scheduled service, or after a technician has already been dispatched or arrived on site, will be considered late cancellations. In such cases:
- The service may be deemed initiated, and
- The Company reserves the right to withhold the full service fee to cover time, labor, and allocated resources.Late cancellations do not qualify for refunds unless the cancellation results from a documented emergency and is approved in writing by
the Company.
- No-Show Policy: If a client fails to be present, fails to provide timely access to the property, or otherwise causes the inspection to be
delayed or impossible, the appointment will be considered a “no-show.” In such cases:- No refund will be issued, and
- The client may be required to pay an additional fee to reschedule the service.
- Communication Responsibility: It is the client’s responsibility to confirm receipt of any cancellation email by the Company. A cancellation is not considered accepted unless acknowledged in writing by a Company representative. We recommend following up by phone if you do not receive a confirmation within one business day of sending your request.
3. Cancellations by Midwest Aerobiology Labs
While we make every effort to honor confirmed appointments, there may be rare occasions where Midwest Aerobiology Labs must cancel or reschedule a scheduled service. We recognize that clients rely on timely inspection services, and we are committed to minimizing disruption and communicating clearly in the event of any changes.
The Company reserves the right to cancel, postpone, or reschedule any service at its discretion for any of the following reasons:
- Severe weather conditions or other environmental hazards that could
compromise safety or the integrity of testing; - Inaccessible or unsafe site conditions at or near the service location;
- Technician illness, emergency, or logistical disruption;
- Incomplete or inaccurate booking information provided by the client;
- Force majeure events, including natural disasters, civil unrest, governmental actions, or other events beyond the Company’s control.
In the event of a cancellation or rescheduling initiated by the Company, clients will be notified as soon as reasonably possible using the contact details provided at the time of booking. Communication may be made by email, phone, or SMS, depending on urgency.
We will make every effort to provide at least 24 hours’ notice where circumstances permit. In urgent cases, such as those involving safety risks or
last-minute emergencies, same-day notice may be given.
When a service is canceled by the Company prior to commencement, clients will be offered the following options:
- Reschedule the appointment at a mutually convenient date and time, at no additional charge;
- Receive a full refund of any prepaid service fee if the client chooses not to reschedule.
Refunds issued due to cancellations initiated by the Company will be processed promptly to the original method of payment and are not subject to administrative or cancellation fees.
If a service begins but cannot be completed due to conditions beyond the Company’s control (e.g., sudden access denial, hazardous conditions discovered mid-inspection), the Company reserves the right to:
- Charge a prorated fee for the portion of the service completed; or
- Reschedule the remaining portion at a discounted rate, subject to mutual
agreement.
The Company is not liable for any incidental, consequential, or indirect losses resulting from a canceled or delayed appointment, including but not limited to real estate transactions, remediation schedules, or personal inconvenience. Clients are encouraged to schedule inspections with sufficient lead time to avoid time-sensitive disruptions.
4. No Refunds for Completed Services
Once a service has been performed in whole or in part, including but not limited to any on-site inspection, sample collection, consultation, visual assessment, environmental reading, laboratory submission, or report generation, the service is considered rendered and non-refundable.
Clients acknowledge that once a technician arrives at the service location and initiates any portion of the inspection process, time, labor, and resources have been committed. As such, refunds will not be issued based on:
- Dissatisfaction with the report findings or conclusions;
- Absence of visible mold or microbial activity;
- Testing results that do not align with client expectations;
- Inconclusive results due to environmental conditions or access limitations;
- Or client disagreement with the scope, content, or language of the report.
The value of a service lies in the professional time and expertise applied, regardless of the presence or absence of contamination or the perceived impact of findings.
All services are performed in accordance with industry standards and internal protocols. Technicians rely on visual observation, access, safety, and sample viability when determining how to proceed with inspections.
Clients are expected to understand, before scheduling, that:
- Reports reflect observations made at a specific point in time and under existing conditions;
- Laboratory results may show low, moderate, or non-detectable readings — all of which are valid and do not warrant a refund simply due to the result value;
- The Company makes no guarantee of identifying mold in a specific area unless conditions are conducive, accessible, and observable.
Refunds will not be granted based on post-service claims that:
- “I thought more areas would be tested”;
- “I expected photos or more detail in the report”;
- “I didn’t know this service didn’t include remediation guidance or pricing.”
Service inclusions are described on www.knowmold.com and confirmed at the time of booking. Clients are encouraged to ask questions or request clarification in advance. After-the-fact dissatisfaction with the scope of the service is not grounds for a refund.
Reports issued by Midwest Aerobiology Labs are informational in nature and are not intended to serve as legal documentation, health guarantees, or insurance certifications. The Company is not liable for decisions made by third parties — including real estate agents, remediation companies, buyers, or insurers — based on its reports.
Clients who rely on a report for property transaction, legal proceedings, or insurance purposes do so at their own discretion and risk.
5. Refunds Processing
Refunds will be issued to the original payment method and may take between 7–10 business days depending on your financial institution.
Midwest Aerobiology Labs is not responsible for delays caused by third-party banks, card issuers, or payment gateways. Refund confirmations will be sent via email once processed.
If you do not receive your refund after 10 business days from the processing date, please contact our billing department for assistance.
6. Client Responsibilities for Eligibility
To be eligible for cancellation or refund consideration, clients must:
- Provide valid, up-to-date contact details
- Allow safe, reasonable access to the property
- Notify us promptly if their circumstances change
- Ensure full understanding of the booked service scope (as described on knowmold.com or in email confirmation)
Refund requests may be denied if:
- The client provides false or misleading information during booking
- The inspection was hindered by lack of access
- Safety issues or hostility made service completion impossible
7. Interpretation of Service Descriptions
Midwest Aerobiology Labs strives to keep its website content accurate, but
service inclusions may evolve over time. Clients are encouraged to confirm any
critical service details prior to booking.
Refunds will not be issued due to:
- Reliance on outdated or generalized website descriptions
- Expectations based on third-party or social media summaries
- Misunderstandings of what a “Comprehensive” or “Post-Remediation” service entails
Official scope is determined at the time of booking and confirmed in writing.
8. Scope of Inspection and Result Satisfaction
Our inspections are limited to conditions observable at the time of service.
Laboratory analysis provides results based on controlled sample interpretation — not on client expectation or desired outcome.
Refunds will not be approved simply because:
- The report was “inconclusive”
- No mold was found where the client expected it
- Additional areas were not tested outside the scope of the confirmed service
- Results did not support litigation, property sales, or insurance claims
Clients must consult appropriate legal or remediation professionals for further action beyond our findings.
9. Denied Refunds and Appeals
If a refund request is denied, we will provide a written explanation within 10 business days. Clients may submit a single written appeal with any additional documentation or explanation.
Appeals will be reviewed by a supervisor or senior inspector and considered final upon decision.
10. Force Majeure
We are not responsible for any failure or delay in performing obligations under this policy if caused by circumstances beyond our reasonable control, including but not limited to:
- Natural disasters
- Power outages
- Epidemics or pandemics
- Government orders or safety restrictions
- Mechanical or transportation failure
In such cases, we will attempt to reschedule or offer a credit toward future
service.
11. Your Acknowledgment of Policy
By booking any service through knowmold.com or by phone/email with a Company representative, you affirm that you have read, understood, and agree to this Refund and Cancellation Policy in full.
If you do not agree to the terms set forth, you should not proceed with service scheduling.
12. How to Contact Us
For cancellation, rescheduling, refund questions, or appeals, please contact us:
Midwest Aerobiology Labs
Website: www.knowmold.com
Phone: [630-454-9838]
Office Hours: Monday–Friday, 9:00 AM – 5:00 PM CST
13. Policy Changes
This policy is subject to change without notice. Updates will be posted to this page with a new “Effective Date.” Clients are encouraged to review this page periodically before booking future services.
Use of the Website or booking services after changes are made constitutes your agreement to the revised policy.