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Refund & Cancellation Policy

Clear, fair rules for booking and enrollment fees — so you always know where you stand.

Last updated: September 15, 2026  ·  Applies to: directmediaservicesllc.com and all services provided by Direct Media Services, LLC.

On this page

  1. Scope
  2. When you get a full refund
  3. Cancelling after your appointment is confirmed
  4. What is not refundable
  5. How to request a refund or cancellation
  6. Refund method and timing
  7. Chargebacks and disputes
  8. Contact

1. Scope

This policy applies to booking and enrollment fees ($89 – $149 per transaction) paid to Direct Media Services, LLC for customer intake, qualification, provider matching, appointment scheduling and coordination.

It does not cover amounts you pay directly to a service provider for repair or installation work, parts, materials, permits, diagnostic fees or service call fees, nor home warranty premiums or plan service fees. Those are governed by the provider’s or plan administrator’s own policies, and you should ask them for those terms before work begins.

2. When you get a full refund

You are entitled to a full refund of your booking or enrollment fee if any of the following applies:

  • We are unable to match you with a service provider for your request;
  • We are unable to schedule your appointment;
  • You cancel before a provider match and appointment have been confirmed;
  • The matched provider cancels and we cannot promptly re-match you;
  • The fee was charged in error, charged twice, or charged in an amount other than the amount disclosed to you; or
  • Your ZIP code turns out not to be serviceable for the trade you requested.

3. Cancelling after your appointment is confirmed

Once a provider has been matched and the appointment confirmed, our intake, qualification, matching and scheduling services have been substantially performed — that is the work the fee paid for. Cancellations at this stage are reviewed case by case:

  • 24 hours or more before the appointment: we will reschedule at no additional fee, or issue a partial or full refund at our reasonable discretion, based on the work already performed.
  • Less than 24 hours before, or after the visit: the fee is generally non-refundable, because the service you paid us for has been delivered. We will still help you reschedule with the same provider where possible.
  • If the provider is at fault — a no-show, a late cancellation, or a refusal to perform the trade you booked — you get a full refund or a free re-match, whichever you prefer.

4. What is not refundable

The booking fee is not refundable where we have matched a provider and scheduled a confirmed appointment and:

  • you were not present and had made no access arrangements;
  • you cancelled with the provider directly and did not tell us;
  • you declined the provider’s quote for the work (our service was still performed — you are never obliged to accept a quote); or
  • the request contained materially inaccurate information that caused the match to fail.

Disagreements about the price, quality or completion of the provider’s work are between you and that provider and are not grounds for a refund of our booking fee. Tell us anyway — it affects who stays in our network.

5. How to request a refund or cancellation

Contact us with your booking reference (it begins with DMS-):

We acknowledge every refund request and aim to give you a decision within 2 business days.

6. Refund method and timing

Approved refunds are issued to the original payment method. Allow 5–10 business days after approval for the refund to appear on your statement — the exact timing is controlled by your card issuer, not by us. We will give you the refund reference on request.

7. Chargebacks and disputes

If you believe a charge is incorrect, please contact us before filing a chargeback. Most issues are resolved the same day, and a direct refund reaches you faster than a card dispute will.

Charges appear on your statement as Direct Media Services, LLC. If you do not recognise a charge, call us with the date and amount and we will identify it.

Nothing in this policy limits any rights you have under applicable consumer protection law or under your card network’s rules.

8. Contact

Direct Media Services, LLC
Herndon, Virginia, 20171
Phone: (405) 504-3786
Email: info@directmediaservicesllc.com
Hours: Mon–Sun, 7:00am – 9:00pm ET

Questions about this document? Email info@directmediaservicesllc.com or call (405) 504-3786.

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