Terms of Service & Limited Warranty (with Arbitration Agreement)
Effective Date: April 10, 2026

Santa Cruz Appliance Repair

Terms of Service & Limited Warranty (with Arbitration Agreement)

Effective Date: April 10, 2026

These Terms of Service (“Terms”) govern all services provided by Santa Cruz Appliance Repair (“Company,” “we,” “us,” or “our”), also doing business as Santa Cruz Appliance, to you (“Customer” or “you”). By scheduling or accepting service, you agree to these Terms:

 

1. Diagnostic Fee

A non-refundable diagnostic (service call) fee is due at the time of booking. This fee covers the technician’s time, travel, and expertise in identifying the issue.

• If you approve the repair, this fee will be credited toward the total cost.

• If no repair is performed, the diagnostic fee remains payable.

• Customer education (e.g., using child locks) and resolving connectivity issues (e.g., circuit breakers) are valid diagnostics and are not refundable. 

• Appointment schedulers may often ask clarifying questions based on customer description, but are not technicians. A diagnosis can never be made over the phone. 

2. Estimates & Approval

• After diagnosis, we will provide a repair estimate valid for 30 days, no exceptions.

• No repair work will be performed without your approval.

• You are under no obligation to proceed with the repair after receiving the estimate.

3. Payment Terms

• Payment is due in full at the time of service completion.

• Accepted forms of payment: check or major credit card. We do not accept cash.

Late Payments

• A one-time late fee of up to 10% of the overdue balance may apply. Unpaid balances may also accrue interest at the maximum legal rate.

• If the account is sent to collections, the customer may be responsible for reasonable collection costs, including legal or agency fees as permitted by law.

• We reserve the right to suspend future services until balances are paid.

 

4. Property Management Accounts

For property managers and commercial clients:

• Payment is due upon receipt unless otherwise agreed.

• Balances unpaid after 30 days may incur late fees.

• Required vendor onboarding must be completed before scheduling service.

• Administrative delays do not extend payment deadlines.

• Payment type accepted: zelle “santa-cruz-appliance”, ACH, direct deposit, or check.

5. Scheduling & Cancellations

• Cancellations or rescheduling require:

  • At least 24 hours’ notice (Tuesday–Friday)

  • At least 72 hours’ notice (Monday appointments)

• Cancellations made with proper notice will not incur additional charges.

• Cancellations made with less than required notice are subject to a cancellation fee, including forfeiture of the diagnostic fee.

6. Limited Warranty on Repairs

Labor Warranty (30 Days)

We provide a 30-day limited labor warranty on completed repairs.

• If the same issue recurs within 30 days, you are entitled to one (1) return visit at no diagnostic charge for reassessment.

• If, during that return visit, no issue is found, the matter will be considered resolved.

Repeat Service Calls (No Issue Found)

To ensure fair use of service time:

• If no issue is found again, any third or subsequent visit for the same concern will be charged at the original diagnostic rate.

• This policy applies whether or not a repair was performed.

Parts Warranty (5 Years)

• Parts installed by our technicians carry a 5-year limited warranty, subject to manufacturer terms.

• After 30 days, labor and service fees are not included under the parts warranty.

 

Warranty Scope

• Warranty applies only to the specific components repaired or replaced. Warranty claims must relate directly to the original repair and the functionality of those repaired parts.

• This warranty does not cover issues caused by external factors or unrelated damage, including but not limited to pest or rodent activity, water damage, electrical surges, misuse, lack of maintenance, or normal wear and tear.

7. Exclusions & Limitations

The Company is not responsible for:

• Failure of aged, worn, or brittle components (e.g., plastic valves, hoses, rusted pipes)

• Pre-existing damage to flooring, cabinetry, or surrounding structures discovered during repair

• Issues caused by misuse, neglect, or external factors (power surges, water damage, etc.)

• Repairs or modifications performed by third parties after our service

8. Parts Sales (Over-the-Counter)

• All parts sales are final.

• No refunds or exchanges are provided.

• Parts are covered only by the manufacturer’s warranty (typically 30-90 days).

9. Repair Timelines

• Repair timelines are subject to manufacturer parts availability.

• We are not liable for delays due to backordered, delayed, or discontinued parts.

10. Access & Safe Working Conditions

• Customers must provide safe and reasonable access to appliances.

• We reserve the right to refuse or stop work if conditions are unsafe, unsanitary, or hazardous.

Examples of unsafe or hazardous conditions include, but are not limited to:

• Active rodent or pest infestations (e.g., rats, mice, cockroach or insect infestations)

• Exposure to biohazards (e.g., mold, sewage, bodily fluids)

• Excessive debris, hoarding conditions, or blocked access

• Unsafe structural conditions or risk of injury to personnel

If such conditions are present, service may be declined or discontinued, and the diagnostic fee will still apply.

11. Limitation of Liability

To the fullest extent permitted under California law:

• We are not liable for indirect, incidental, or consequential damages, including food spoilage, water damage, or loss of use.

• Total liability is limited to the amount paid for the specific service.

12. No Guarantee of Repair Outcome

• Not all appliances can be repaired or restored to full function.

• We do not guarantee extended lifespan or future performance after repair.

13. Abandoned Equipment

Any appliance or part left unclaimed for 30 days after notice may be considered abandoned and disposed of in accordance with California law.

14. Arbitration Agreement 

Please read this section carefully.

• Any dispute, claim, or controversy arising out of or relating to our services shall be resolved by binding arbitration, rather than in court.

• Arbitration shall be conducted in Santa Cruz County, California, in accordance with the rules of a recognized arbitration provider (e.g., American Arbitration Association).

• Each party shall bear its own costs and fees unless otherwise required by law.

• By agreeing to these Terms, you waive your right to a jury trial and to participate in class actions.

15. Changes to Terms

We may update these Terms at any time. Updated Terms apply to all future service appointments.