Refund Policy

Summary. The $1,000 Reservation deposit on a Home listing is refundable up to a maximum of $925 — the $75 non-refundable transaction-processing fee is retained by PERCH to cover payment-processor charges that are not returned on refund. Reservation refunds are available inside a 14-day window and until the build enters production, whichever comes first. The Home purchase price itself is never refundable once production begins, under any circumstances; the only post-production remedy is a build-slot transfer per Section 1.7. All PERCH-branded merchandise is print-on-demand through Printify and is final sale — replacements are only issued for items that arrive damaged.

1. Home purchases — payment sequence and refund rules

A PERCH Home is a custom, build-to-order product. Materials are drawn, factory time is allocated, sub-contractors are scheduled, and non-recoverable inputs are committed the moment your unit enters production. Refunds are therefore governed by where you are in the payment sequence, not by any single “window.”

Your Home purchase moves through three payment stages in order:

1. Stage A — Reservation ($1,000). Placed at the point of interest to hold your build slot in the queue. Refundable per Section 1.1.
2. Stage B — Pre-production payment (20% of contract price, e.g. $25,800 on the $129,000 Nest). Due after your kickoff call, Land Check delivery, and signed definitive Purchase Contract. This payment is the operational trigger that causes the manufacturer to allocate materials and open your factory slot. Refundable per Section 1.2, on a very narrow window.
3. Stage C — Production and subsequent milestones. Production begins upon PERCH’s receipt of the Stage B payment. From this point forward, every dollar paid or committed is non-refundable. Subsequent milestone payments are governed by your Purchase Contract and Section 1.3.

1.1 Reservation deposit ($1,000 — up to $925 refundable)

• Refund amount. The Reservation deposit is $1,000. When a refund is approved under this Section, the maximum refund amount is $925. The remaining $75 is a non-refundable transaction-processing fee retained by PERCH to cover payment-processor charges (Stripe, card-network fees, and related settlement costs) that are not returned to PERCH when a transaction is refunded. The $75 fee is disclosed on the Reservation checkout screen and on your receipt, and does not increase for any reason.
• Refund window. A refund of up to $925 is available at any point (a) within 14 days of your Reservation, or (b) at any time before your Stage B pre-production payment has been received — whichever comes first. If your Stage B payment has already been received (even if your Reservation is fewer than 14 days old), the Reservation deposit is no longer refundable because production has been triggered.
• Site-review failure exception. If your installation site does not clear local zoning, permitting, or utility review as documented by PERCH’s Land Check or by a governmental authority, the Reservation deposit is refundable in full ($1,000, with the $75 fee waived) regardless of the 14-day / Stage B window. Bring us the documentation and we will process it.

1.2 Pre-production payment (Stage B, 20%)

• Refundable only if (a) PERCH has received the Stage B payment, and (b) the manufacturer of record has not yet begun production on your unit, and (c) you request the refund in writing within 72 hours of PERCH confirming receipt of the Stage B payment. Outside all three of those conditions, the Stage B payment is non-refundable.
• Once the manufacturer confirms production has started (see Section 1.4 for the definition), the Stage B payment is non-refundable regardless of how many days have passed. The 72-hour window is a courtesy, not an entitlement.

1.3 Production and subsequent milestones (Stage C)

No refunds after production starts — full stop, no exceptions. Once the manufacturer of record has begun production on your unit:

• All amounts previously paid (Reservation deposit, Stage B pre-production payment, any milestone payments already released from escrow) are non-refundable.
• All amounts scheduled to be paid under your Purchase Contract remain owed per the milestone schedule, including the full balance required before the unit leaves the factory (see Shipping & Delivery Policy §2).
• Materials procured, factory labor allocated, sub-contractor bookings, freight bookings, crane bookings, and any other committed inputs are sunk costs that cannot be recovered.
• The Home purchase price itself is not refundable, in whole or in part, after production begins. This is an absolute; the only remedy available after production begins is a build-slot transfer per Section 1.7, or the narrow manufacturer-default / material-misrepresentation carve-outs listed in Section 1.6.

This mirrors traditional home construction practice: once the foundation is poured (or, for factory-built homes, once the assembly line pulls your materials), the money spent is spent. You do not get to unwind a house.

1.4 What “production has started” means

“Production has started” means the earliest of:

1. Written confirmation from the manufacturer of record that materials have been drawn from inventory and your assembly slot has been assigned to your build;
2. The manufacturer’s scheduled cutting or framing kick-off date, as documented in your build folder; or
3. PERCH’s receipt of the Stage B pre-production payment, if the manufacturer has confirmed to PERCH that production will commence within seven (7) days of that receipt.

PERCH will notify you by email within 24 hours after any of the above occurs. That notification is confirmatory; production status is not contingent on your having read the email.

1.5 Scenarios that do not create refund rights

Once production has started, the following do not entitle you to any refund of any amount already paid or scheduled:

• Change of mind, loss of interest, life event, or any “buyer’s remorse” reason;
• Financing that falls through after Stage B, however caused (you are responsible for securing financing before submitting Stage B);
• Site issues discovered or arising after Stage B (permits denied, utility connection delayed, driveway insufficient, etc. — Land Check happens before Stage B for exactly this reason);
• Buyer inability or unwillingness to accept delivery on the scheduled date — the schedule extends, storage fees may accrue per your Purchase Contract, but the Home is still owed and paid for;
• Weather, force majeure, government action, supply-chain disruption, or any event outside PERCH’s reasonable control that delays but does not cancel your build — the timeline extends, refund rights do not attach;
• Buyer death or incapacity — the Purchase Contract binds the estate; the build slot is transferable to heirs, assignees, or a third party per Section 1.7, but is not refundable.

1.6 Scenarios that do create refund rights, in full or in part

• Manufacturer default. If the manufacturer of record cannot complete your build (bankruptcy, factory loss, license revocation, etc.), PERCH will either (a) place your build with a substitute manufacturer PERCH sources at no additional cost to you, or (b) refund all amounts you have paid that PERCH has not yet released to the manufacturer or spent on non-recoverable inputs.
• Material misrepresentation of the Home. If PERCH materially misdescribed the Home you reserved (wrong dimensions, wrong code, wrong feature) and you notify PERCH in writing within 7 days of your Purchase Contract signing (before Stage B is released to the manufacturer), Stage B is refundable in full.
• Documented fraud or gross error by PERCH. Rare, but if this applies, contact us and we will make you whole.

1.7 Transferring your build slot (the only post-production out)

Once production has started, you may — subject to PERCH approval and a $1,500 administrative transfer fee — assign your build slot and Purchase Contract to another party who qualifies under the same underwriting we applied to you. This is not a refund. It is a way to recover value if your circumstances change after production is underway. All amounts remaining on the milestone schedule become the responsibility of the transferee. Transfers must be executed on PERCH’s standard assignment form. PERCH may withhold approval for good cause (assignee cannot demonstrate financing, has been the subject of a prior chargeback, etc.).

1.8 How to request a refund

Email hello@ownperch.com with the subject line “Refund request — [your Reservation or Build reference].” We will confirm receipt within one business day, verify your eligibility against the sections above, and issue any approved refund to your original payment method within 5–7 business days of approval. Card refunds typically appear on your statement within 3–10 business days after that, depending on your card issuer.

1.9 Waiver of any statutory “cooling-off” period, to the extent permitted by law

A PERCH Home is a custom-made, built-to-your-order product. Under the Federal Trade Commission’s Cooling-Off Rule (16 CFR Part 429) and the analogous provisions of most state consumer protection statutes, custom-manufactured goods are expressly excluded from mandatory return / cooling-off windows. To the maximum extent permitted by applicable law, you waive any right to unwind your Reservation, Purchase Contract, Stage B payment, or milestone payments beyond the specific refund rights set out in this Section 1. Nothing in this Section is intended to waive any right that cannot be waived by contract under applicable law.

2. Chargebacks

Please contact us at hello@ownperch.com before disputing any charge with your card issuer. We resolve nearly every refund request without a chargeback and typically much faster. Filing a chargeback while we are in good-faith communication with you may delay the refund and, in some cases, disqualify you from a future Reservation.

3. Merchandise (Printify-fulfilled, custom-branded)

PERCH-branded merchandise (apparel, drinkware, printed goods, etc.) is fabricated on demand by our print partner Printify. Every item is made only after you order it and is custom to your selection of size, color, and finish. Because there is no shelf inventory to restock, all merchandise sales are final. Standard-fit exchanges and buyer-remorse returns are not accepted.

The one exception is damaged-on-arrival or manufacturing defect. If your item arrives damaged, misprinted, or defective, email hello@ownperch.com within 14 days of delivery with photos of the item and its packaging. We will file the claim with Printify on your behalf and issue a replacement at no cost to you as soon as it is approved (typically 3–10 business days). If a replacement is not available, we will refund the item in full.

4. Subscriptions (Builder Suite and add-ons)

Paid Builder Suite subscriptions (Pro, Studio, Enterprise) and recurring add-ons (Featured Homepage, Video Enable, etc.) may be cancelled at any time from your dashboard or by email to hello@ownperch.com. Cancellation takes effect at the end of the current billing period; the current period is not pro-rated.

One-time add-ons (Listing Boost, Patio Digest Email Blast, Concierge Call) are refundable only if the service has not yet been delivered or scheduled. If delivery is already in progress or a slot has been reserved on your behalf, the fee is earned and non-refundable.

5. Payment processing + card statements

All payments are processed by Stripe. Card details never touch PERCH servers. You may recognize the charge on your statement as “PERCH,” “PERCH NEST,” “PERCH BUILDER,” “PERCH FEATURED,” “PERCH BOOST,” “PERCH BLAST,” “PERCH VIDEO,” or “PERCH CONCIERGE” depending on the product. Refunds return to the original payment method within 5–10 business days once approved.

6. Contact

hello@ownperch.com is the fastest route for any refund question. We respond within one business day, usually much sooner.