When is the Customer Service and Refunds fee due for a Cordova franchise?
Cordova Franchise · 2025 FDDAnswer from 2025 FDD Document
| Type of Fee (Note 1) | Amount | Due Date | |
|---|---|---|---|
| Customer Service and | Varies under the | On demand | If in our discretion we elect to resolve a |
| Refunds (Note 8) | circumstances | complaint or refund request by a client. |
Source: Item 6 — OTHER FEES (FDD pages 11–15)
What This Means (2025 FDD)
According to Cordova's 2025 Franchise Disclosure Document, the Customer Service and Refunds fee is due "on demand." This fee is variable, depending on the circumstances, and is charged if Cordova, at its discretion, decides to resolve a client complaint or refund request.
This means that as a Cordova franchisee, you are responsible for ensuring customer satisfaction and handling complaints effectively. If a customer is not satisfied with the services or products you provided, Cordova may step in to resolve the issue, potentially issuing a refund or credit to the client on your behalf.
In such cases, you are obligated to reimburse Cordova for the amount they refunded to the client. The fee is triggered when Cordova elects to resolve a complaint or refund request, making it an unpredictable expense. Furthermore, franchisees must participate in any warranty insurance programs that Cordova designates. This fee structure highlights the importance of maintaining high service quality and addressing customer concerns promptly to minimize the risk of incurring these fees.