1. Service Fee, Payments, Deposits & Fees

1.1 Service / Diagnostic Fee

The service and/or diagnostic fee is a non-refundable trip charge that covers the technician’s travel time, inspection, diagnosis, and the Company’s operational costs associated with dispatching a service call.

The service/diagnostic fee does not include repair costs, parts, or labor, unless explicitly stated in writing. This fee applies regardless of whether the customer proceeds with a repair, the appliance is deemed not repairable, no parts are installed, parts are unavailable, or the repair is declined for any reason.

If the customer authorizes diagnosis or allows the technician access to the property for diagnosis, the service/diagnostic fee is considered earned upon completion of the diagnostic evaluation, except where otherwise required by applicable law.

1.2 Payment Due

Payment in full for services rendered is due immediately upon completion of work unless otherwise agreed in writing.

1.3 Returned Checks, Late Fees & Collections

A $35 fee will be applied to any returned check. A $35 late fee will be applied to invoices more than 30 days past due, plus reasonable costs of collection, including attorney’s fees, as permitted by law. Interest may accrue on past-due balances at a rate not to exceed 10% per year, or the maximum rate permitted by applicable California law, whichever is lower.

2. Estimates, Scope of Work & Authorization

2.1 Estimates

Where provided, estimates are based on information available at the time and may include labor, parts, and applicable taxes/fees. Estimates are valid until the “Valid Until” date shown on the estimate unless otherwise stated.

2.2 Authorization Methods

Authorization may be provided verbally, electronically, by written approval, by signature (on-site or online), by SMS/text confirmation, by recorded communication, by deposit payment, or by allowing work to be performed. The customer is responsible for ensuring that only authorized persons can approve services on their behalf.

2.3 Scope of Work

Work performed will be limited to the agreed scope. If we discover additional issues requiring repair, we will request authorization before proceeding (see Section 6).

3. Diagnosis & Pre-Existing Conditions

Diagnosis is based solely on the appliance’s condition, symptoms, and accessibility at the time of service and does not guarantee identification of all underlying, hidden, intermittent, or future issues.

The customer acknowledges appliances may have pre-existing conditions (wear, corrosion, electrical damage, internal failures, prior improper repairs, etc.) that are not visible or apparent during diagnosis or service.

4. Warranty Terms

Warranty is limited, at the Company’s discretion, to the repair or replacement of the specific parts installed or the serviced appliance component.

Unless explicitly stated otherwise in service completion notes, the warranty period is:

• Ninety (90) days for parts
• Thirty (30) days for labor

The warranty applies only to the specific issue and component(s) originally serviced. It does not cover new, unrelated, recurring, or subsequently discovered problems.

Warranty service is limited to repair or replacement and does not include refunds, unless required by applicable law.

5. Warranty Exclusions

The warranty does not cover consumable, maintenance, or wear items, including but not limited to:

• Light bulbs
• Water filters / air filters
• Belts
• Fuses
• Cosmetic or appearance-related parts
• Refrigerant (“freon”)

Refrigerant is billed as a consumable material and is not covered under warranty.

The warranty also excludes damage or failure caused by:

• User error or improper operation
• Overloading or misuse
• Pest, rodent, or insect damage
• Electrical power surges/outages
• Plumbing or water pressure issues
• Flooding or environmental damage
• External electrical, gas, or water supply problems
• Normal wear and tear

If the appliance fails due to a different or unrelated issue, a new diagnostic/service fee and additional repair charges may apply.

6. Additional Repairs & Change Orders

If additional issues requiring repair are discovered during diagnosis or service, the customer will be notified and prior authorization will be obtained before proceeding.

Authorization may be provided verbally, electronically, by written approval, SMS/text confirmation, recorded communication, or signature.

Where a written estimate is provided, the service dealer may charge a reasonable fee for services rendered in determining the nature of the malfunction and preparing the estimate, regardless of whether the customer proceeds with the repair, as permitted by law.

7. Online Payments, BNPL/Financing & Deposits

7.1 Online Payments

If online payment options are offered, payments may be processed through third-party payment processors. We do not store full credit card numbers. Transaction confirmations and receipts may be sent electronically.

7.2 BNPL / Financing (e.g., Affirm)

If you choose a Buy Now Pay Later (“BNPL”) or financing option, you are entering a separate agreement with the financing provider. Approval, payment schedules, interest, fees, and disputes related to financing are governed by the provider’s terms. We are not responsible for financing provider decisions.

However, customer authorization for the service (estimate approval, signature, SMS confirmation, recorded authorization, or allowing service to be performed) remains valid regardless of the financing outcome. If financing is declined or fails, the customer remains responsible for payment by another method.

7.3 Deposits for Parts / Scheduling

Deposits may be required to order parts, allocate inventory, or reserve service time. A deposit becomes non-refundable once the part has been ordered, allocated, or specially procured for the customer, except where otherwise required by applicable California law.

A deposit confirms the customer’s intent to proceed but does not guarantee repair results, parts availability, or appliance longevity.

8. Chargebacks, Payment Disputes & Non-Payment

8.1 Authorized Services

Authorization includes approvals provided verbally, electronically, by signature, by SMS/text confirmation, by recorded communication, by deposit payment, or by allowing service to be performed.

8.2 Chargebacks / Disputes

Chargebacks, payment disputes, or reversals for services that were properly authorized and performed may be treated as non-payment and may result in reasonable collection efforts as permitted by law. The customer may be responsible for associated costs arising from unauthorized disputes, including administrative fees, provider fees, and reasonable collection costs, where permitted by law.

8.3 Evidence of Authorization

For dispute resolution, the Company may rely on records such as: signed estimates/invoices (on-site or online), timestamped approvals, SMS/text confirmations, call recordings (where permitted), service notes, photos, and proof of parts procurement.

Nothing in this section limits any rights you may have under applicable law.

9. Limitation of Liability

To the fullest extent permitted by California law, the Company, its owners, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or exemplary damages, including but not limited to: lost income or profits, food spoilage, water damage, appliance replacement, disposal of parts or appliances, or damages arising from appliance movement, technician access, or equipment use, even if advised of the possibility of such damages.

Exception: This limitation does not apply to liability arising from gross negligence, willful misconduct, or where otherwise prohibited by California law.

10. California Estimate Requirements (BHGS)

In accordance with California Business and Professions Code Section 9844, an estimate shall be provided to the customer in writing upon request. The service dealer may not charge for work performed or parts supplied in excess of the authorized estimate without the prior consent of the customer.

For additional information, contact the Bureau of Household Goods and Services, Department of Consumer Affairs, Sacramento, California.

11. Property Access, Safety, and Conditions

The customer agrees to provide safe, reasonable access to the appliance, including sufficient workspace, utilities (water/electric/gas as applicable), and a safe environment. We may refuse or stop work if conditions are unsafe or if access is restricted.

If the appliance is not accessible, the appointment may be treated as a completed diagnostic visit, and the service/diagnostic fee may still apply, except where prohibited by law.

12. Privacy & Communications

We may contact you by phone, email, or SMS/text regarding scheduling, estimates, invoices, payment links, and service updates. You consent to receiving such communications. Message and data rates may apply. You may opt out of marketing messages at any time, but transactional/service messages may still be sent as needed to provide services.

Please refer to our Privacy Policy for details on how we collect and use information.

13. Governing Law, Venue & Severability

These Terms are governed by the laws of the State of California, without regard to conflict-of-law principles.

Any dispute arising out of or relating to these services shall be brought in the state or federal courts located in California, unless otherwise required by law.

If any provision of these Terms is found unenforceable, the remaining provisions shall remain in full force and effect.

14. Contact

These Terms apply to all service calls, regardless of whether the customer is the homeowner, tenant, landlord, property manager, or authorized representative. Acceptance of service constitutes acceptance of these Terms.