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Smart Appliance Services LLC

Terms & Conditions

 

Effective Date: January 1, 2019
Company: Smart Appliance Services LLC
Phone: (727) 275-7555
Website: https://smartapplianceservices.com

These Terms & Conditions apply to all services provided by Smart Appliance Services LLC (“SAS,” “Smart Appliance Services,” “we,” “our,” or “the Company”).

By scheduling service, allowing a technician to begin diagnosis or repair, approving an estimate, making payment, or using our services, the customer agrees to these Terms & Conditions.

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1. Company Information and Acceptance of Terms

Smart Appliance Services LLC provides residential appliance diagnosis, repair, maintenance, and related appliance services in the Tampa Bay area.

These Terms & Conditions apply to all customers, including homeowners, tenants, landlords, property managers, real estate professionals, and authorized representatives.

The customer agrees to these Terms by:

• Scheduling an appointment;
• Allowing a technician to enter the property or begin diagnosis;
• Approving an estimate;
• Authorizing parts to be ordered;
• Making full or partial payment;
• Signing electronically;
• Approving service through our customer portal, estimate system, text message, email, phone call, or other written or verbal authorization.

If the person present at the property approves service, SAS may rely on that person as authorized to make service decisions unless we are notified otherwise before work begins.

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2. Scope of Services

SAS provides residential appliance diagnosis, repair, maintenance, and related services for household appliances, including but not limited to:

• Refrigerators and freezers;
• Ice makers;
• Dishwashers;
• Washers;
• Dryers;
• Ranges;
• Ovens;
• Cooktops;
• Microwaves;
• Vent hoods;
• Wine coolers;
• Other residential appliances approved by SAS.

SAS does not provide general plumbing, electrical, gas line, cabinetry, flooring, countertop, structural, mold remediation, pest control, or ventilation services unless specifically stated in writing.

If an appliance issue is caused by plumbing, electrical supply, gas supply, drainage, venting, installation, cabinetry, flooring, or another condition outside the appliance itself, SAS may diagnose the appliance but may not be responsible for correcting the external condition.

SAS does not guarantee that every appliance can be repaired. In some cases, appliance replacement may be recommended.

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3. Scheduling, Arrival Window, Cancellations, and No-Show Policy

SAS schedules appointments using a 1-hour arrival window whenever possible.

Appointment times may be affected by traffic, previous job duration, weather, technician availability, part availability, property access, customer communication, or other conditions outside of our control.

If a repair requires a pre-ordered part, the return appointment will be scheduled after the required part or parts arrive and become available for installation.

Customers must notify SAS of any cancellation, rescheduling request, access issue, or change in appointment details by calling (727) 275-7555.

Cancellation and no-show fees may apply as follows:

• More than 24 hours before the appointment: no cancellation fee.
• Less than 24 hours before the appointment: $25 cancellation fee.
• Less than 8 hours before the appointment: $50 cancellation fee.
• No-show, no access, unreachable customer, or no authorized adult present without SAS’s prior approval for an unattended appointment under Section 17: full service call fee may be charged.

If the technician arrives within the scheduled arrival window and cannot access the property, cannot reach the customer, or cannot begin service for customer-related reasons, the appointment may be treated as a no-show.

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4. Service Call / Diagnostic Fees

The service call fee includes the technician’s trip to the property, initial appliance inspection, diagnosis, and repair estimate.

The service call fee is waived only when the customer approves and completes the recommended repair with SAS within the estimate validity period described in these Terms.

If the customer declines the repair, chooses to replace the appliance, does not approve the estimate, cancels after diagnosis, or the repair cannot be completed for reasons outside of SAS control, the service call fee is due.

The service call fee is not a repair charge and does not include parts, labor, materials, special equipment, or return visits unless specifically stated in writing.

Standard Service Call Fee — $89

The standard service call fee applies to standard household appliances and standard service categories, unless the appliance, brand, installation type, or service conditions qualify as premium service.

Premium Service Call Fee — $119

SAS reserves the right to classify certain appliances, brands, built-in units, stacked units, specialty appliances, difficult-access appliances, and compressor-based appliances as premium service.

Premium service classification includes, but is not limited to:

• Refrigerators;
• Freezers;
• Undercounter ice machines;
• Wine coolers;
• Beverage coolers;
• Any appliance containing a compressor or sealed refrigeration system;
• Built-in wall ovens;
• Built-in microwaves;
• Built-in coffee machines;
• Built-in or specialty cooking appliances;
• Commercial-style residential appliances;
• Stacked laundry units;
• Appliances requiring extended diagnosis, special access, or additional disassembly.

Premium service call fee is $119, unless otherwise stated in writing by SAS.

SAS may also classify certain premium, luxury, built-in, panel-ready, commercial-style residential, or difficult-access appliances as premium service based on brand, appliance type, installation, accessibility, or diagnostic complexity.

Minimum Labor Fee

SAS has a minimum labor fee of $185 for approved repair work.

The minimum labor fee applies to repair labor and does not include the diagnostic fee, parts, shipping, taxes, special-order fees, or additional services unless specifically stated in writing.

If the customer approves a repair, the final repair estimate will include the applicable labor charge, parts, and any other required charges.

The minimum labor fee does not guarantee that every repair can be completed for $185. Repairs requiring additional labor, additional time, special access, disassembly, multiple technicians, built-in appliance access, or complex diagnosis may be quoted at a higher labor amount.

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5. Multiple Appliances / Additional Units

A separate diagnostic fee applies to each appliance diagnosed.

When multiple appliances are located at the same property and are diagnosed during the same scheduled visit, SAS offers a discounted diagnostic fee for the second and each additional appliance.

Current additional appliance diagnostic fees are:

• Standard appliance: first appliance diagnostic fee is $89; second and each additional standard appliance is $49.
• Premium appliance: first appliance diagnostic fee is $119; second and each additional premium appliance is $89.

The discounted additional appliance fee applies only when multiple appliances are diagnosed during the same visit at the same property.

Each appliance is considered a separate unit, even if multiple appliances are located in the same room or connected to the same utility source.

If the customer schedules one appliance but requests diagnosis of additional appliances during the visit, SAS may diagnose the additional appliances at the discounted additional appliance rate, subject to technician availability and schedule limitations.

Diagnostic fees are waived only for appliances that are approved and repaired by SAS, according to the applicable repair estimate and estimate validity period.

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6. Customer Responsibilities and Appliance Accessibility

Before the technician arrives, the customer is responsible for ensuring that:

• The appliance is properly installed;
• The appliance is connected to required utilities where applicable;
• The appliance is accessible;
• The work area is safe and clear;
• The appliance can be inspected and serviced;
• An adult 18 years or older is present and authorized to approve service and payment, unless SAS has approved an unattended appointment under Section 17;
• Pets are secured;
• The customer can describe the appliance issue, symptoms, or error codes.

SAS may be unable to complete diagnosis or repair if the appliance is blocked, built-in without proper access, stacked without safe access, installed incorrectly, disconnected, unsafe, infested, unsanitary, or inaccessible.

The customer is responsible for removing personal items, food, laundry, stored items, furniture, or other objects that prevent access to the appliance.

SAS is not responsible for moving cabinetry, countertops, flooring, custom panels, furniture, personal property, or any item not directly part of the appliance unless agreed in writing.

If an appliance must be moved for diagnosis or repair, the customer accepts the normal risk associated with moving appliances, including possible floor marks, scratches, cabinet contact, trim contact, or movement-related limitations, especially when flooring, cabinetry, or installation conditions are already vulnerable.

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7. Diagnosis, Customer-Reported Issues, Hidden Problems, and Estimates

SAS technicians perform diagnosis based on the specific issue, symptom, error code, or complaint reported by the customer at the time of scheduling or during the service visit.

The diagnostic service is limited to the customer’s reported problem and the related appliance systems needed to evaluate that problem.

For example, if the customer reports that a refrigerator ice maker is not working, SAS will diagnose the ice maker issue and the related systems necessary to evaluate that complaint. SAS does not perform a full inspection of the entire refrigerator unless a full appliance inspection is specifically requested and approved.

Similarly, if the customer reports that a washer is not draining, SAS will diagnose the drain-related issue. SAS does not automatically inspect every unrelated component or search for unrelated problems in the appliance.

SAS does not perform unnecessary inspections or look for unrelated problems for the purpose of upselling repairs.

A diagnosis is not a full appliance condition report, full preventive maintenance inspection, or guarantee that no other appliance issues exist.

Some appliance problems may be hidden, intermittent, secondary, or unrelated to the customer’s original complaint. Such issues may not be visible or detectable during diagnosis of the reported problem.

If additional problems are discovered during diagnosis, disassembly, repair, testing, or after the initial repair is completed, SAS may provide a revised estimate.

If the customer chooses not to proceed with the revised estimate, the customer remains responsible for any approved work, diagnostic fees, ordered parts, installed parts, labor already performed, and applicable cancellation or restocking fees.

All repair estimates are valid for 30 days from the date issued unless otherwise stated in writing.

If the customer approves and completes the recommended repair within the 30-day estimate validity period, the applicable service call / diagnostic fee is waived or credited toward the approved repair, according to SAS policy.

If the customer approves the repair after the 30-day estimate validity period, SAS may require a new diagnosis, updated estimate, or price confirmation. In such cases, the original service call / diagnostic fee is not waived, credited, or refunded, and the customer is responsible for the full updated repair estimate.

After 30 days, parts pricing, labor pricing, part availability, shipping costs, manufacturer availability, and repair recommendations may change.

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8. Repair Approval and Authorization

SAS will provide a repair estimate before performing repair work, unless the customer has already authorized work within a specific price range or scope.

Customer approval may be provided by:

• Signature;
• Electronic approval;
• Housecall Pro approval;
• Text message;
• Email;
• Verbal approval;
• Payment or deposit;
• Authorization from a property manager, landlord, tenant, or other representative.

By approving an estimate, the customer authorizes SAS to proceed with the listed repair scope at the listed price.

By paying for parts, labor, deposit, or estimate approval, the customer confirms acceptance of the repair price and service scope.

Any additional work not included in the original estimate may require a revised estimate and separate approval.

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9. Parts, Special Orders, Deposits, and Restocking Fees

SAS technicians carry many commonly used parts. If a required part is not available during the initial visit, SAS may order the part after the customer approves the estimate.

Parts are usually ordered within 72 hours after estimate approval. Typical delivery time is 1–5 business days, but delivery times are not guaranteed.

Some parts may take longer due to manufacturer backorder, supplier delay, discontinued parts, shipping delay, special order status, or availability issues outside of SAS control.

For repairs requiring ordered parts, the customer may be required to pay the full part cost and a partial labor deposit before the part is ordered.

Special-order parts, electronic control boards, user interface boards, control modules, sealed system components, cosmetic parts, discontinued parts, and non-returnable parts may be non-refundable.

If the customer approves the estimate and SAS orders a part, but the customer later cancels, refuses, delays, or does not complete the repair, the customer is responsible for:

• A restocking fee of 15% of the part cost;
• Shipping charges;
• Return shipping charges;
• Supplier fees;
• Any non-refundable part cost charged to SAS.

Old parts and components replaced by SAS may become the property of SAS unless the customer requests otherwise before the repair is completed and unless return of the old part is required by manufacturer, supplier, warranty, or core return policy.

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10. Payment Terms, Late Payments, and Collections

Accepted payment methods may include:

• Cash;
• Check;
• Credit card;
• Debit card;
• Apple Pay;
• Google Pay;
• Samsung Pay;
• Contactless payment;
• Other payment methods approved by SAS.

All payments are due at the time service is rendered unless SAS agrees otherwise in writing.

For repairs requiring ordered parts, the customer may be required to pay the part cost and/or deposit before parts are ordered. The remaining balance is due immediately upon repair completion.

Late payment fees may apply as follows:

• 7 days past due: $25 per invoice;
• 14 days past due: $50 per invoice;
• 30 days past due: account may be sent to collections.

Returned, cancelled, or rejected checks are subject to a $25 fee.

If an account is sent to collections, the customer is responsible for the unpaid balance, late fees, returned payment fees, collection fees, attorney fees, court costs, and other recovery costs to the extent permitted by law.

SAS may refuse future service to customers with unpaid balances.

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11. Repair Completion and Customer Acceptance

Upon repair completion, the customer should test the appliance in the presence of the technician whenever possible.

If the customer believes the original problem remains unresolved, the customer should notify the technician before the technician leaves the property.

By making payment for the completed repair, the customer confirms that the repair was completed according to the approved estimate and that the appliance was operating properly at the time of service, unless a concern was reported before the technician left.

This section does not remove or reduce any written warranty provided by SAS.

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12. Refund Policy

Refund requests are reviewed by SAS on a case-by-case basis.

Approved refunds are normally processed within 7 business days.

Diagnostic fees, completed labor, and installed parts are generally not refundable once service has been performed, except when SAS determines that a refund, credit, correction, or warranty service is appropriate.

If SAS determines that an approved repair did not resolve the diagnosed issue, SAS may, at its discretion, provide additional diagnosis, warranty service, correction of the repair, credit toward future service, partial refund, or full refund.

The following are generally non-refundable:

• Special-order parts;
• Control boards;
• Electronic modules;
• Installed parts that cannot be returned;
• Non-returnable parts;
• Shipping charges;
• Restocking fees;
• Customer-approved parts orders later cancelled by the customer.

Warranty concerns are normally handled through warranty service, additional diagnosis, or repair correction before a refund is considered.

Completed repairs are not automatically refundable except as approved by SAS or required by law.

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13. Repair Warranty

SAS provides a limited repair warranty on repairs performed by SAS.

Current warranty terms are:

• Parts warranty: 1 year from the date of installation;
• Labor warranty: 30 days from the date of repair completion.

The warranty applies only to the specific part installed by SAS and the specific repair performed by SAS.

The warranty does not apply to the entire appliance unless specifically stated in writing.

If the same repair-related issue occurs during the warranty period, the customer must contact SAS at (727) 275-7555 to schedule warranty service.

SAS must be given the opportunity to inspect and verify any warranty claim before another company repairs, replaces, modifies, or diagnoses the same issue.

If no covered defect or repair-related issue is found during a warranty visit, a diagnostic fee may apply.

If no problem is found after repeated visits, or if the issue is unrelated to the original repair, SAS may charge a service call fee.

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14. Warranty Exclusions and Conditions That Void Warranty

SAS warranty does not cover:

• New or unrelated appliance problems;
• Intermittent issues that cannot be verified;
• Customer misuse, abuse, neglect, or improper operation;
• Lack of normal maintenance;
• Clogged filters, blocked drains, blocked vents, restricted airflow, or dirty condenser coils;
• Improper installation;
• Electrical supply issues;
• Plumbing or drainage issues;
• Gas supply issues;
• Venting or exhaust restrictions;
• Power surge, improper voltage, outage, or electrical damage;
• Water damage, flood, leak damage, rust, corrosion, mold, or pest damage;
• Manufacturer defects unrelated to the repair performed;
• Cosmetic damage;
• Noise or vibration complaints unrelated to the repair performed;
• Damage caused by previous repair attempts;
• Commercial use unless approved in writing;
• Any condition outside the appliance itself.

SAS warranty is void if:

• The appliance is moved, removed, uninstalled, or reinstalled;
• The appliance is repaired, modified, or disassembled by anyone not authorized by SAS;
• The customer fails to pay for services;
• The customer refuses reasonable access for warranty inspection;
• The appliance is used in an abnormal, unsafe, or improper manner;
• The failure is caused by force majeure, including fire, flood, storm, natural disaster, power surge, or other events outside SAS control.

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15. Limitations of Liability and Items Outside SAS Scope

SAS is responsible for performing the approved appliance service in a professional manner.

SAS is not responsible for conditions outside the appliance or outside the approved repair scope, including but not limited to:

• Food loss;
• Laundry loss;
• Lost time;
• Lost income;
• Temporary inconvenience;
• Water damage caused by pre-existing leaks, blocked drains, failed hoses, improper installation, or plumbing issues;
• Flooring damage caused by appliance movement, weak flooring, existing floor condition, tight installation, or lack of clearance;
• Cabinet, countertop, trim, or panel damage caused by improper installation, tight clearances, swelling, previous damage, or lack of service access;
• Mold, mildew, odors, or pest issues;
• Electrical, plumbing, gas, ventilation, cabinetry, flooring, countertop, structural, or building-related problems;
• Manufacturer delays, discontinued parts, backordered parts, or part availability issues;
• Damage caused by previous repairs, improper installation, or third-party work.

SAS does not guarantee that replacement parts will be available from the manufacturer or supplier.

SAS does not guarantee that a repair will be economically reasonable compared to appliance replacement.

To the extent permitted by law, SAS is not liable for incidental, indirect, special, or consequential damages.

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16. Photos, Job Notes, and Digital Records

SAS may document service visits using job notes, appliance model and serial numbers, diagnostic findings, estimates, invoices, customer approvals, photos, and other service records.

Photos may be taken to document appliance condition, installation, damage, error codes, part condition, repair work, safety concerns, access issues, or completed service.

SAS may store service records in its customer management system, including Housecall Pro or similar platforms.

Customers may receive estimates, invoices, photos, appointment updates, and service history through email, text message, or customer portal.

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17. Rental Properties, Property Managers, Tenant Access, and Card on File

For rental properties, property managers, landlords, tenants, real estate professionals, or other representatives may request service.

The person or company requesting service is responsible for payment unless SAS agrees otherwise in writing.

Tenant access must be arranged before the appointment. If the technician cannot access the property, cannot reach the tenant, or no authorized adult is present, cancellation or no-show fees may apply.

For property management work, SAS may require written estimate approval before repair work is performed.

SAS may require a valid payment method on file for rental properties, property managers, landlords, repeat service accounts, and appointments where the customer or an authorized representative will not be present.

Card on File for Unattended Appointments

For an unattended appointment, including service requested by a landlord, property manager, or other business, SAS may require the responsible customer or company to save a valid payment card on file before diagnosis begins. SAS may send a secure card-on-file request link for this purpose. Card details are submitted through an encrypted connection and processed by Housecall Pro and its payment processor. SAS cannot view or retrieve the full card number or security code and does not sell payment card information.

If no authorized representative is present and no card is on file, SAS may, at its discretion, perform a diagnostic visit. SAS may also pause or decline diagnosis and may withhold a written estimate until the card is saved. SAS will not begin repair work, order parts, or perform further services until the customer has saved a card on file and approved the written estimate under Section 8.

After diagnosis, the customer authorizes SAS to charge the applicable service call or diagnostic fee, subject to the waiver or credit terms in Section 4, even if the customer declines the estimate. After the customer approves an estimate, the customer authorizes SAS to charge the amounts stated in that estimate, including any required deposit, parts payment, delivery, or shipping fees. SAS will obtain approval before charging any amount not included in the approved estimate.

Customers can access their account through the Customer Portal and add, update, or remove a card on file at any time. Removing a card does not cancel charges already incurred or amounts included in an approved estimate; any remaining balance must be paid using another accepted payment method.

SAS is not responsible for disputes between owners, tenants, landlords, property managers, buyers, sellers, real estate agents, or other third parties.

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18. Right to Refuse or Stop Service

SAS reserves the right to refuse, stop, or cancel service at its discretion.

Reasons may include, but are not limited to:

• Unsafe working conditions;
• Unsanitary conditions;
• Pest infestation;
• Aggressive, abusive, threatening, or inappropriate behavior;
• Inaccessible appliance;
• Improper installation;
• Unpaid balance;
• Lack of authorized adult on site;
• Requests outside the scope of SAS services;
• Conditions that may create risk to the technician, customer, property, or appliance.

If service is refused, stopped, or cancelled due to customer-related conditions, the service call fee may still apply.

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19. Changes to Terms, Governing Law, and Final Agreement

SAS may update these Terms & Conditions from time to time.

The version in effect at the time of service, estimate approval, or payment will apply unless otherwise required by law.

These Terms & Conditions are governed by the laws of the State of Florida.

If any part of these Terms is found to be invalid or unenforceable, the remaining sections will remain in effect.

These Terms, together with the approved estimate, invoice, warranty terms, and any written agreement between SAS and the customer, represent the agreement between the customer and SAS.

 

Smart Appliance Services LLC
Phone: (727) 275-7555
Website: https://smartapplianceservices.com