Emergency Call Policy

Please be aware that emergency calls placed with our service will be billed at double the standard rate. These charges apply to all emergency calls, which are defined as requests for service or support made on the same day or after regular business hours.

It's important to note that emergency call charges are not covered by any warranty or service agreements you may have with us. These fees are separate and will be invoiced accordingly.

Our regular business hours are Monday- Friday 8:30 AM to 5:30 PM. We are closed Saturdays and Sundays. We encourage you to make informed decisions about when to seek assistance. We appreciate your understanding and cooperation in ensuring that we can provide prompt and reliable emergency support when you need it most. If you have any questions or concerns regarding this policy, please feel free to contact our customer service team at contactus@planetgeekllc.com for clarification.

Warranty Policy

• Our 2-year warranty covers low-voltage wiring and any mounting of products performed by us.
• We cannot warranty any existing equipment or client-provided equipment.
• Most equipment carries a limited manufacturer's warranty.
• All of our other services are only warranted for 30 days.

Appointment, Cancellation, and Payment Policy

At Planet Geek, we prioritize professionalism and efficient service delivery. To ensure a smooth and hassle-free experience for both our clients and our team, we kindly request that clients honor their scheduled appointments. We reserve the right to charge a fee in the following situations:

• When clients turn us away upon arrival at the job site.
• If we arrive at the job site but are unable to complete the work due to unforeseen circumstances.
• If the homeowner is not present at the agreed-upon appointment time without prior accommodations made.
• We reserve the right to charge a fee for repeated cancellations. 
• For larger projects that have been scheduled in advance (especially those involving multiple contractors), cancellations or significant changes including, adding or removing work/equipment and may also incur a fee due to the additional costs and coordination involved in rescheduling and restocking fees. Delays in scheduling may also occur when working with multiple contractors.

This policy is in place to maintain the highest level of service quality and to respect the time and resources invested in providing our services.

Site Readiness and Customer Delays

For scheduled projects, it is the client’s responsibility to ensure that the job site is fully prepared and ready for our team to begin work at the agreed-upon time. This includes, but is not limited to, the completion of all prerequisite work by other contractors (e.g., painting, drywall, electrical, or other preparatory tasks) as communicated prior to scheduling. If we arrive on site and are unable to commence work due to the site not being ready — regardless of prior confirmation from the client — Planet Geek LLC reserves the right to invoice the client for the full day of labor for all technicians scheduled for that day. This charge reflects the lost time, labor allocation, and resources committed to your project, and will be due in accordance with our payment terms.

Payment Terms and Progress Billing

Payment for all work is due at the time of service unless otherwise agreed in writing. For multi-day or phased projects, Planet Geek LLC reserves the right to progress bill — meaning we will invoice for the portion of work completed, even if the entire job cannot be completed in one day due to circumstances such as site inaccessibility, delays caused by other contractors, or other issues outside of our control. All progress invoices must be paid in full before we can continue work on the project.

If payment is not received as scheduled, we may suspend further work after providing seven (7) days’ written notice. Late payments may accrue interest at 1.5% per month (18% annually). We also reserve the right to pursue legal action to recover the amount due, including attorney’s fees and associated costs.

All progress invoices must be paid in full before we can continue work on the project.

Cancellation After Deposit Payment

In the event of a cancellation after the payment of a deposit, Planet Geek LLC reserves the right to charge a cancellation fee of $300, plus any additional restocking fees if applicable. This fee compensates for the time invested in processing the service and any associated bank fees. These fees must be settled before any refunds can be processed.

Once a refund is initiated, please allow 7–10 business days for the funds to reflect in your account.

We appreciate your understanding and cooperation regarding our policies, which are in place to maintain the highest level of service quality and to respect the time and resources invested in providing our services.

 

Video Retrievals

At Planet Geek, we understand the importance of timely access to video surveillance footage in critical situations. In the event that a client is unable to retrieve video footage themselves or at the request of law enforcement, we offer two distinct service options for video surveillance retrieval: Please be aware that emergency video surveillance retrieval requests will be treated in one of two ways:

1. At Will Retrieval: This option is available during our normal business hours and follows routine business practices. Charges for this service will be based on our regular rates
2. Emergency Retrieval: In emergency situations requiring immediate video surveillance retrieval outside of our regular business hours or standard practices, we offer an emergency call service. This service is billed at the current emergency double rate, which is separate from our regular rates. Please note that emergency retrieval is not included in our standard warranty or service agreements.

We prioritize the safety and security of our clients, and we strive to provide the support needed during critical times. For further information, please contact our customer service team at 480-766-0025 or contactus@planetgeekllc.com

Planet Geek reserves the right to determine the eligibility of requests for emergency retrieval, and all billing details will be communicated transparently before proceeding with the service.

Thank you for choosing Planet Geek for your security solutions, and we appreciate your understanding of our emergency service policies.

By permitting Planet Geek to complete work on your property, you grant Planet Geek LLC and its representatives the right to photograph and/or record the completed project, including before, during, and after images, for use in marketing materials. This includes, but is not limited to, use on our website, social media platforms, digital and print advertising, case studies, and promotional content.

We respect your privacy and will never disclose personal identifying information (such as your name, address, or other private details) without explicit written consent.

If you wish to request limited or restricted use of media taken at your project, please contact us at info@planetgeekllc.com prior to project completion.