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Customer Service Agreement

We are committed to ensuring a transparent, fair, and mutually beneficial relationship with all our clients. This Customer Service Agreement has been carefully drafted to provide you with a clear understanding of how our business operates, the services we offer, and what you can expect from us. Our goal is to ensure that you are fully informed about the terms under which we provide our services and your rights as a valued customer.


Please take a moment to review this agreement thoroughly. It outlines important details regarding service procedures, payment terms, warranty conditions, and other essential aspects of our service provision. By understanding and agreeing to these terms, we can work together more effectively to meet your needs and ensure your satisfaction.

1.Payment and Financing Terms


1.1. Diagnostic Fee Policy: A diagnostic fee, plus applicable sales tax, will be charged upon completion of the diagnostic service by our technician, should you decide not to proceed with the recommended repair. This fee covers the professional assessment and time spent identifying the issue with your appliance. By allowing our technician into your home for diagnostic services, you acknowledge and agree to this fee in the event that the repair work is not commissioned.


For homeowners who are unable to be physically present at the time of service, it is imperative that you remain accessible by phone to promptly settle your diagnostic fee invoice upon service completion. This ensures that our operations can proceed smoothly and that we can continue to offer timely and efficient service to all our clients.


1.2. Accepted Payment Methods: We accept various payment methods to ensure your convenience, including cash, checks, credit/debit cards, bank transfers, and Venmo.


1.3. Card Payment Processing Fee: Please be advised that payments made using credit/debit cards are subject to a 3% processing fee. This fee covers the costs associated with card payment processing. 


1.4. Fee-Free Payment Options: To avoid any additional fees, you may opt to pay via cash, check, bank transfer, or Venmo, as these payment methods do not incur any processing fees.


1.5. Initial Deposit: Upon approval of the proposed repair, a deposit amounting to 50% of the quoted repair cost is required to commence the work.


1.6. Final Payment: The remaining balance of the repair cost must be settled immediately upon completion of the repair and/or diagnostics, unless a prior alternative arrangement has been agreed upon.


1.7. Financing Options: Recognizing that appliance repairs can pose an unexpected financial burden, we have partnered with Sunbit to offer various financing solutions.


1.8. Late Fee Policy: If the invoice is not settled within the agreed payment term, a late fee of $25 will be applied to the outstanding balance each month until the full payment is received. This policy is implemented to encourage timely payments and ensure the smooth operation of our services. Additionally, we reserve the right to engage a debt collection agency to recover any unpaid balances should the invoice remain unsettled beyond reasonable terms. This measure is taken as a last resort to ensure that obligations are met and services can continue to be offered to all our clients efficiently. 


1.9. Charges for insufficient funds: Charges for insufficient funds, credit card chargebacks, and returned checks are set at $35.00 per occurrence. This fee is imposed to cover the administrative and processing costs associated with handling these payment issues. We encourage all clients to ensure adequate funds are available and to verify payment information accuracy to avoid these penalties.


2.Cancellation Policy


2.1. Cancellation Notice: If you need to cancel or reschedule, providing a 2-hour notice ensures no charges. Canceling with less than 2 hours' notice incurs a cancellation fee equal to the diagnostic fee.


2.2. Home Access Issues: If we can't access the home upon arrival or are turned away, a cancellation fee equal to the diagnostic fee is applied.


2.3. Agreed Repair and Parts Order: If you agreed to a repair and we've ordered parts, the cancellation fee is 28% of the total repair cost plus diagnostic cost (if the diagnostic fee hasn’t been paid).


2.4. Electronic Parts: If your appliance requires electronic parts (e.g., a control board) and we've ordered them, these parts are non-refundable, and the full amount will be charged.



3.Comprehensive Warranty Terms


3.1. 30-Day Diagnostic Warranty: In our dedication to your satisfaction, we guarantee that any further diagnostic services required for the same appliance within 30 days of the initial service will be conducted at no additional charge to you. This ensures that if any new issues are identified within this period, the diagnostic assessment will be provided free of cost.


3.2. 12-Month Parts and Labor Warranty: We provide a 12-month warranty on all parts installed by our technicians and the associated labor, ensuring satisfactory performance under normal use conditions for a full year from the date of repair. Please note that this warranty applies exclusively to the parts installed and the labor performed by Utah Appliances Experts Inc. and is subject to the terms and conditions outlined herein. This warranty is non-transferable and belongs solely to the customer. It will be void if the appliance is serviced by anyone other than our technicians. Additionally, this warranty does not cover any losses incurred, such as spoiled or damaged food, clothing, or other items, before, during, or after our appliance servicing.


4.Liability Waiver 


4.1. Appliance Movement and Potential Damages: In the course of providing repair services, it may be necessary to move your appliance(s) to access and address the issue effectively. Despite our technicians employing the highest level of care and precaution, there is an inherent risk of incidental damages during this process. These damages may include, but are not limited to, scratches, dents, or marks on flooring, as well as potential impact on cabinets, countertops, or other surrounding areas due to tight spaces or challenging removals. By accepting these terms, you acknowledge these risks and agree to release Utah Appliances Experts Inc., along with its technicians, from any liability for damages that might occur as a result of moving the appliance(s) during the repair process.


4.2. Water Damage and Leak Precautions: The repair of appliances connected to water supply lines, such as washers, dishwashers, or refrigerators with ice makers, carries the risk of water leaks. Even with meticulous attention to detail, unforeseen leaks may occur, potentially leading to water damage in the vicinity of the appliance. We advise all clients to closely monitor the area around the serviced appliance for up to 24 hours following the completion of repairs to detect and address any leaks promptly. Your agreement to these terms signifies your understanding of this risk and your commitment to undertake necessary monitoring post-service. In doing so, you also agree to absolve Utah Appliances Experts Inc. and its service personnel from liability for any subsequent water damage that may arise if leaks are not identified and mitigated in a timely manner.


5.Legal and Collection Proceedings


5.1. In the event of legal action to recover unpaid balances, you agree to bear the costs of court proceedings, reasonable attorney's fees, and the collection fee. You also consent to being contacted on any provided contact number, including mobile phones, for lawful purposes, without claims for call charges.



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