Refund policy
Return & Refund Policy
This policy explains how Western Lights Residences LLC handles payment reviews, refund requests, preadmission-related fees, monthly service payments, optional charges, third-party charges, overpayments, cancellations, and final account reconciliation.
Policy Sections
1. Purpose & Scope 2. Licensing Status 3. Payments & Authorization 4. No Guarantee of Admission 5. Preadmission Fees 6. Monthly Service Fees 7. Move-Out, Departure & Death 8. Optional & Third-Party Services 9. Overpayments & Errors 10. Non-Refundable Amounts 11. Refund Request Procedure 12. Chargebacks 13. No Waiver of Rights 14. Final Accounting 15. Contact InformationImportant Notice
This website policy is not a substitute for a signed Resident Admission Agreement, Needs and Services Plan, House Rules, written fee schedule, written preadmission fee disclosure, resident-specific invoice, or document required by the California Department of Social Services, Community Care Licensing Division. If there is any conflict between this website policy and a signed agreement, written disclosure, applicable law, licensing regulation, or required resident notice, the signed agreement, written disclosure, applicable law, licensing regulation, or required resident notice shall control.
1. Purpose & Scope
This Return and Refund Policy governs general website payments, Shopify payments, electronic payments, invoice payments, preadmission-related payments, optional charge payments, administrative payments, and refund requests submitted to Western Lights Residences LLC.
This policy applies to payments made online, by invoice link, by check, by card, by electronic transfer, or by any other payment method accepted by Western Lights Residences LLC. It is intended to provide corporate-level notice of refund procedures, refund limitations, account reconciliation practices, and payer responsibilities.
This policy does not create a resident-provider relationship, tenancy, admission right, occupancy right, service guarantee, or entitlement to admission. Resident admission, if available in the future, will be governed by applicable law, licensing requirements, written admission documents, resident assessment, facility suitability, and Western Lights’ ability to meet the applicant’s needs within approved scope.
2. Current Licensing Status
Western Lights Residences LLC is preparing for California Residential Care Facility for the Elderly licensure. Western Lights is not currently accepting assisted living residents unless and until properly licensed and legally authorized to do so.
Independent Living Homes are a future concept and are not currently accepting tenants. Assisted Living and Independent Living are separate residential models, and each may be governed by different agreements, legal requirements, payment terms, refund rules, and notice obligations.
Any website inquiry, payment, tour request, opening-update request, email, phone call, form submission, or electronic communication does not guarantee admission, future availability, room selection, rate, tenancy, service delivery, placement priority, or approval.
3. Payments & Payment Authorization
By submitting payment to Western Lights Residences LLC, the payer represents and warrants that the payer is authorized to make the payment, is authorized to use the selected payment method, and has provided true, accurate, and complete payment information.
Western Lights may refuse, reverse, cancel, suspend, delay, or hold any payment for review if the payment appears unauthorized, duplicative, mistaken, fraudulent, incomplete, inconsistent with an invoice, inconsistent with a written agreement, or inconsistent with applicable law or licensing requirements.
4. No Guarantee of Admission, Approval, or Residency
Payment of any fee, invoice, preadmission-related charge, consultation charge, administrative fee, opening-update charge, or other amount does not guarantee that any person will be admitted, approved, accepted, retained, or provided services.
Western Lights may decline, delay, or condition admission if admission would be inconsistent with the facility’s license, fire clearance, staffing capacity, approved scope, applicable law, resident safety, resident needs, facility suitability, preadmission appraisal, or the safety of other residents, staff, visitors, or the residential environment.
If admission is declined before move-in, any refund will be determined according to the type of payment, written disclosures provided, work already performed, timing of cancellation, account balance, and applicable law.
5. Preadmission Fees, Application Fees, Community Fees & Similar Charges
If Western Lights charges a preadmission fee, application fee, processing fee, admission fee, entrance fee, community fee, or similar charge, the fee will be disclosed in writing. The written disclosure will describe the nature of the fee, the costs associated with the fee, and whether any portion is refundable.
Western Lights will not request or accept a deposit against possible damages by a resident. Western Lights will not require a State Supplementary Program recipient to pay any preadmission fee or deposit if prohibited by applicable law.
| Situation | Refund Treatment | Corporate Notes |
|---|---|---|
| Applicant cancels before completion of preadmission appraisal | 100% refund of the preadmission fee, unless a more specific lawful written rule applies. | Refund review may require identification of payer, applicant, transaction, and authorization. |
| Full written disclosure of preadmission charges and refund conditions was not provided | 100% refund of the preadmission fee. | Western Lights intends to provide written disclosure before accepting any preadmission-related payment. |
| Preadmission appraisal completed, but applicant does not enter facility | At least 80% of the preadmission fee amount in excess of $500, unless a greater refund is required by law or written agreement. | Amounts retained may reflect administrative review, appraisal-related work, documentation, and preparation costs. |
| Resident leaves during first month of residency | At least 80% of the preadmission fee amount in excess of $500, unless a greater refund is required. | Separate monthly service charges, optional services, and third-party charges may be accounted for separately. |
| Resident leaves during second month of residency | At least 60% of the preadmission fee amount in excess of $500, unless a greater refund is required. | Final accounting may offset amounts lawfully owed. |
| Resident leaves during third month of residency | At least 40% of the preadmission fee amount in excess of $500, unless a greater refund is required. | Final accounting may include monthly fees, optional charges, and recoverable costs. |
| Resident has lived in the facility for four or more months | Refunds may not be required unless stated in writing or required by law. | Western Lights may issue discretionary refunds only in writing. |
6. Monthly Basic Service Fees
If Western Lights becomes licensed and admits residents, monthly basic service fees will be governed by the signed admission agreement, written fee schedule, resident-specific invoice, and applicable law.
Monthly fees may include, as applicable and within approved licensing scope, room, board, meals, care and supervision, observation for changes in condition, assistance with activities of daily living, medication assistance or reminders as permitted by law, housekeeping, laundry, linens, and other services identified in the admission agreement.
Monthly fees are generally charged in advance unless a written agreement states otherwise. The payment due date, method of payment, payment address, late-payment procedure, and billing procedure will be stated in the written agreement or invoice.
Partial-Month Admission
If a resident is admitted during a partial month, charges will be handled according to the admission agreement, move-in invoice, and any written proration terms provided at or before admission.
Temporary Absence
Unless the signed agreement or applicable law requires otherwise, monthly basic service fees are not automatically refundable merely because a resident is temporarily absent, hospitalized, away for family visits, away for personal reasons, or not using every available service each day.
7. Move-Out, Permanent Departure, Termination & Death
Refunds, credits, or proration upon permanent departure will be determined according to the signed admission agreement, required notice period, date of departure, date personal property is removed, reason for departure, account balance, and applicable law.
Western Lights reserves all rights to collect amounts owed through the effective date of termination, any required notice period, any lawful room-hold period, or any other period permitted by the signed agreement and applicable law.
Resident-Initiated Termination
Unless otherwise stated in the signed admission agreement or required by law, residents or authorized representatives should provide written notice before voluntary termination, move-out, or permanent departure. Failure to provide required notice may affect whether prepaid fees are refundable.
Death of Resident
Upon the death of a resident, Western Lights will follow the signed admission agreement, applicable California law, and required written procedures. Western Lights will not require advance notice to terminate an admission agreement upon the death of a resident.
No additional fees will accrue after all personal property belonging to the deceased resident has been removed from the living unit, except as permitted by applicable law. Western Lights may require reasonable documentation before issuing a refund related to a deceased resident, including proof of authority, estate documentation, executor documentation, administrator documentation, or other information needed to confirm the proper refund recipient.
8. Optional Items, Third-Party Services, Supplies & Transportation
Optional Items and Services
Optional items and services are items or services not included in the basic monthly service rate. Optional services may include special arrangements, additional personal services, transportation not included in the basic rate, special outings, resident-specific supplies, private-pay add-ons, or other items identified in writing.
Optional service charges are generally non-refundable once the service has been provided, arranged, reserved, purchased, scheduled, ordered, or incurred, unless a refund is required by law or approved by Western Lights in writing.
Third-Party Services
Third-party services may include hospice, home health, therapy, physician services, pharmacy services, durable medical equipment, transportation providers, laboratory services, mobile medical providers, dental providers, podiatry providers, outside caregivers, private companions, and other outside providers.
Third-party services are not automatically included in Western Lights’ fees unless expressly stated in writing. Western Lights is not responsible for refunding amounts charged directly by third-party providers.
Medication, Pharmacy, Supplies and Equipment
Medications, pharmacy charges, medical supplies, hygiene products, adaptive equipment, personal care products, incontinent supplies, durable medical equipment, or resident-specific items may be non-refundable once ordered, opened, dispensed, delivered, customized, prescribed, used, or billed by a third-party provider.
9. Duplicate Payments, Overpayments & Payment Errors
If a payer makes a duplicate payment, overpayment, mistaken payment, or payment error, the payer should notify Western Lights promptly in writing.
Western Lights will review the account and, if an overpayment is confirmed, may issue a refund, apply the amount as a credit, or apply the amount to outstanding charges owed by the resident, applicant, responsible person, or financially responsible party, unless prohibited by law.
Refund processing may require account reconciliation, payment processor review, payer verification, authorization review, and confirmation that the payment has cleared.
10. Amounts That May Be Non-Refundable
Unless a refund is required by law or approved in writing by Western Lights, the following amounts may be non-refundable:
- Charges for services already provided.
- Charges for care, supervision, lodging, meals, or services already made available.
- Optional services already provided, arranged, ordered, reserved, scheduled, or incurred.
- Third-party charges already incurred or not recoverable by Western Lights.
- Administrative work already performed.
- Late cancellation or no-show charges stated in writing.
- Room-hold or bed-hold charges authorized in writing.
- Charges owed through a required notice period.
- Amounts applied to unpaid balances.
- Resident-specific supplies, equipment, pharmacy, medication, or personal items.
- Any other amount identified as non-refundable in a signed agreement, written disclosure, invoice, or applicable law.
11. Refund Request Procedure
Refund requests must be submitted in writing. Western Lights may require additional information or documentation before approving, denying, or processing any refund request.
Written refund requests should be sent to:
Western Lights Residences LLC
12951 Campbell Ct.
Hesperia, CA 92344
Email: info@westernlightsresidences.com
Required Information
- Resident or applicant name.
- Payer name.
- Responsible person name, if applicable.
- Payment date and payment amount.
- Payment method.
- Invoice number, receipt number, or transaction reference, if available.
- Reason for refund request.
- Requested refund amount.
- Forwarding address.
- Proof of authority to receive the refund, if applicable.
- Supporting documentation.
12. Chargebacks, Payment Disputes & Reversals
Western Lights encourages payers to contact us directly before initiating a chargeback, payment dispute, reversal, or bank claim. Many payment concerns can be resolved faster through direct communication and account reconciliation.
A chargeback or payment dispute may delay refund review, account reconciliation, admission processing, future service coordination, or other administrative action to the extent permitted by law.
Western Lights reserves the right to dispute chargebacks that appear improper, unauthorized by the account holder, inconsistent with this policy, inconsistent with the signed agreement, or inconsistent with the services, charges, or disclosures provided.
13. No Waiver of Resident Rights or Legal Requirements
Nothing in this policy is intended to waive, limit, reduce, or restrict any resident right, applicant right, consumer protection, refund right, licensing requirement, or legal obligation that cannot be waived under applicable law.
Nothing in this policy releases Western Lights from responsibility for providing a safe and healthful facility, equipment, accommodations, and services if and when Western Lights becomes licensed and admits residents.
Nothing in this policy reduces any legal standard of responsibility for resident health, resident safety, personal rights, personal property, required notices, required refunds, grievance rights, or relocation rights.
14. Final Accounting
When a resident permanently leaves, is discharged, is transferred, passes away, or otherwise terminates residency, Western Lights may prepare a final accounting.
The final accounting may include monthly service fees owed, optional service charges, third-party charges, credits, refunds, adjustments, unpaid balances, room-hold charges, proration if applicable, prepaid monthly fees, preadmission fee refund calculations if applicable, and any other lawful charges or credits.
Western Lights may apply credits to outstanding balances before issuing a refund unless prohibited by applicable law.
15. Contact Information
Questions regarding this Return and Refund Policy may be directed to Western Lights Residences LLC.
Hesperia, CA 92344
16. Policy Changes
Western Lights may update this Return and Refund Policy from time to time. Updates will be effective when posted unless a different effective date is stated.
The version posted on the website applies to website transactions and general online policy notices. Signed admission agreements, written disclosures, written fee schedules, written invoices, resident-specific notices, and applicable law will control specific resident, applicant, and payer rights.
17. Acknowledgment
By submitting payment to Western Lights, requesting paid services, paying an invoice, submitting a preadmission-related payment, or entering into a written agreement with Western Lights, the payer acknowledges that refunds are subject to the signed agreement, written disclosures, payment type, services provided, timing of cancellation, resident status, applicable law, and Western Lights’ review.
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