Refund, Return and Cancellation Policy

Appointments get cancelled, parts occasionally come back, and now and then a completed repair needs revisiting. How Universal Appliance Repair handles each of those is written out below: rescheduling, the service call charge, refunds of money, returned components, and claims against work already finished. It reads the same whichever way the job was booked, by phone, through the form on universalappliancerepairs.com, or through the online scheduler.

1. Situations this policy addresses

Read on if you need to move a visit or call it off, if you want to know precisely what the attendance charge covers, if you are seeking money back or asking us to accept a part in return, or if you believe a repair we completed has not held up.

2. Calling off a visit or rescheduling one

Cancel or change an appointment before the technician sets out and nothing is payable. Ring (818) 000-0000 and it is done. Early notice helps, because the released slot can then go to another customer waiting.

A charge does arise in one circumstance: the technician arrives inside the agreed window but cannot get in, whether because nobody answers, because access is blocked, or because the only person there is under 18. That trip is billed at the same rate as a service call.

3. What you pay for when a technician attends

The attendance charge buys three separate things: the run out to your address, across the Valley or over the hill from it; the time a technician spends with the appliance; and the diagnostic work performed on it. Not one of those can be handed back afterward, which is why the charge is non-refundable once a visit has happened, with or without a repair to follow it.

Approve the repair recommended to you, though, and the whole of that amount is credited against the repair price.

4. Cover on work we have completed

Nobody hands back a repair the way a toaster goes back to a store counter. Standing in its place is a guarantee, written down:

• Should the same problem resurface inside 30 days, a technician returns and deals with it, with no labor charged for the return trip.
• A part we fitted that quits inside 30 days, or inside a longer term offered by the part maker, is replaced free.
• If a second visit still fails to settle the original trouble, we refund the labor billed the first time around.

Return appointments under this cover are booked into normal working hours. Only the customer named on the original invoice may claim, and either that invoice or the job number has to be produced.

5. Circumstances the cover excludes

• Trouble of an entirely different kind, or a separate part failing at a later date.
• Abuse of the machine, an electrical surge, flooding, vermin, or continued operation after we advised switching it off.
• Anything done to the appliance by another party once our technician had departed.
• Consumable items with a finite service life: belts, hoses, gaskets, filters and bulbs.
• An appliance we had already told you was beyond the point of economical repair.

6. Parts and returns

Special orders. A part sourced for one particular machine cannot come back to us and cannot be refunded, because our supplier applies exactly that rule to us. A deposit placed against such an order stops being refundable at the point the order is transmitted.

Arriving dead. A part that does not work out of the box, or that expires inside its own warranty term, is exchanged at no charge whatever.

Sold over the counter, never installed. We take it back inside 14 days where the seal is unbroken and the invoice comes with it. Restocking may be deducted, to a maximum of 20%. Opened packaging ends the option altogether for circuit boards, electrical parts, and anything ordered in specially.

7. Where replacement beats repair

Some diagnoses end with a recommendation not to proceed, on the grounds that the parts bill would outrun what the machine is worth. Where that is the conclusion, your invoice covers attendance and nothing beyond it, and the technician explains in ordinary language how he arrived there.

8. Opening a claim or seeking a refund

• Call (818) 000-0000, or set the matter out in an email to info@universalappliancerepairs.com.
• Collect three details first: the job or invoice number, the model designation stamped on the rating plate, and the day the technician attended.
• Tell us how the appliance behaves at present, and how that compares with its condition at the end of our visit.

You will hear back inside 2 business days, and our aim is to close the matter within 10 business days. A refund once granted returns along the route the payment came in by, and the issuing bank generally takes another 5 to 10 business days to display it.

9. Chargebacks

Come to us before going to your card company. A dispute filed with an issuer takes weeks and usually ends where a short conversation would have ended, and our interest lies in getting the appliance right rather than in winning arguments. Where we genuinely cannot resolve something between us, the California Department of Consumer Affairs receives complaints about this industry through its Bureau of Household Goods and Services.

10. Company details

Universal Appliance Repair, Sherman Oaks, CA. Call (818) 000-0000, email info@universalappliancerepairs.com.
Calls are taken on all seven days, 7:00 AM to 7:00 PM.