Refund Policy

1. What this policy covers

This Refund Policy is issued by PreFire Systems LLC (“PreFire,” “we,” “us” or “our”) and forms part of our Terms of Sale. It covers the two products sold at course.prefiresystems.com: the Complete DIY Installation Course (the “Course”) and the Course + Pre-Built Master Hub Bundle (the “Bundle”).

We want you to buy with confidence, and we also build every Master Hub to order. This policy is written to be fair to both of those facts.

2. The Course

You may request a full refund of the Course within 30 days of your purchase, for any reason. You do not need to explain why. Contact us using section 5 within the 30 days and we will refund you in full.

After 30 days the Course is non-refundable. By then you have had full access to every module, the field guides and the worksheets, and the printable materials cannot be returned.

The 30 days run from the date on your order confirmation, not from when you first sign in.

3. The Course + Master Hub Bundle

A Bundle contains two different things, and they are treated differently: the Course, which is digital, and a Master Hub, which is a physical product built to order in the configuration you chose. The book included with a Bundle is a bonus and has no separate refund value.

Before your Hub goes into production

You may cancel the whole Bundle for a full refund, at any time before we begin building your Hub. We will email you when your Hub goes into production. Until you receive that email, you can cancel.

Once your Hub is in production or has shipped

The Bundle is final. We do not refund any part of it, and we do not accept returns of an undamaged Hub. Each Hub is assembled to the zone configuration you selected, so it cannot simply go back on a shelf, and the Course is what you need to install it. Please make sure of your configuration before you order. The Course’s planning modules exist to help you do that, and you can ask us before you buy.

This does not affect your rights if the Hub arrives damaged, is defective or is not what you ordered. See section 4.

4. Damaged, defective or wrong items

If your Hub arrives damaged, is missing parts, is not the configuration you ordered, or turns out to have a defect in materials or workmanship, that is our responsibility and it is handled under sections 6 and 7 of the Terms of Sale, not under this policy. In short:

• tell us within 7 days of delivery for shipping damage, with photographs, and keep the packaging;
• tell us within the warranty period for a defect;
• we will repair, replace or refund at our choice, at no cost to you, including any return shipping we ask for.

Some components ship detached for safe transit and are fitted on arrival following the Course. That is normal and is not damage.

5. How to ask for a refund

Contact us using the details in section 11, from the email address you used at checkout, with:

• your order number, or the date and amount of the purchase;
• which product you bought;
• whether you are cancelling a whole Bundle, asking for a Course refund, or reporting a problem with a Hub.

We reply within 2 business days. A refund request counts as made on the day we receive your email, so a request sent on day 30 is in time even if we answer it later.

6. How refunds are paid

Refunds are issued through Stripe to the payment method you used for the purchase. We cannot refund to a different card or account. Once we issue a refund, it usually appears on your statement within 5 to 10 business days, depending on your bank. Stripe’s processing fees are not deducted from your refund.

If the original payment method has been closed, contact us and we will work with Stripe on an alternative.

7. What happens to your course access

When we refund the Course, your access to the course portal ends at the same time. Anything you have printed is yours to keep for your own use, but the license in the Terms of Sale ends with the refund, and the Content may not be kept in digital form, shared or used commercially.

8. What we do not refund

• The Course after 30 days from purchase.
• Any part of a Bundle once the Hub is in production or has shipped, unless the Hub is damaged, defective or not what you ordered.
• Materials, tools or components you bought elsewhere for your installation.
• A purchase where the Course has been shared, copied or used in breach of the Terms of Sale.
• Any outcome of your installation. A system that does not perform as you hoped, a permit that was refused, or a fire that caused damage are not grounds for a refund. Read the Disclaimer.

9. Chargebacks

If something has gone wrong, contact us first. We resolve almost every problem faster than a card dispute does. If you open a chargeback for an order that is eligible for a refund under this policy, we will simply issue the refund. If you open one for an order that is not eligible, we will respond to it with our records, and your course access will be suspended while it is open.

10. Where we sell

We currently sell the Course and the Bundle in the United States only, and we ship Master Hubs to US addresses only. If checkout does not offer your address, we cannot fulfil the order. If you have a US billing address but live elsewhere, the rights in this policy are the rights that apply; we do not offer separate terms for other countries.

11. Contact

To cancel, request a refund, or report a problem with a Hub: