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.

Cancellation 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.

Furthermore, 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 cancellation policy.

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.