These Terms and Conditions ("Terms") apply to all appliance repair, diagnostic, maintenance, installation-related, and service-call appointments provided by Best Appliance Repairs and Installations ("Company," "we," "us," or "our") in Toronto, the Greater Toronto Area, and surrounding service areas. By booking an appointment, approving an estimate, allowing a technician to attend your property, purchasing parts, making payment, or using our website, you agree to these Terms.

1. Services We Provide

Best Appliance Repairs provides appliance repair and diagnostic services for residential and commercial customers, including service for refrigerators, freezers, washers, dryers, dishwashers, ovens, stoves, ranges, cooktops, and other household appliances.

Certain appliances require a higher service-call fee due to additional complexity, licensing, safety, handling, or diagnostic requirements. This includes, but is not limited to, gas appliances and high-end or premium appliances.

We reserve the right to refuse, pause, or discontinue service where conditions are unsafe, the appliance is inaccessible, the customer is abusive or threatening, required approvals are missing, or the work is outside the scope of our services.

2. Appointment Windows

Appointments are scheduled based on technician availability and are usually provided within an arrival window, such as 9:00 AM–11:00 AM.

Appointment windows are estimates and are not guaranteed exact arrival times. Delays may occur due to traffic, weather, prior jobs taking longer than expected, parts issues, building access delays, emergencies, or circumstances outside our control.

We will make reasonable efforts to notify you if a technician is delayed or if the appointment needs to be rescheduled.

3. Service Call and Diagnostic Fees

Our standard service-call fees are:

• Regular appliance service call: $95 + applicable taxes
• Gas appliance, high-end appliance, or premium appliance service call: $129 + applicable taxes

The service-call fee covers the technician's travel, attendance, inspection, and initial diagnosis of the appliance. Unless otherwise stated in writing, the service-call fee does not include repair labour, replacement parts, additional visits, installation work, moving appliances, disassembly beyond diagnosis, or special equipment.

The service-call fee is payable even if:

• The customer chooses not to proceed with the repair.
• The appliance is not worth repairing.
• The technician recommends replacement instead of repair.
• The issue cannot be reproduced during the appointment.
• The appliance is inaccessible or unsafe to work on.
• Required parts are discontinued, unavailable, or backordered.
• The customer does not have authority to approve repair work.
• The appointment cannot be completed due to customer-side conditions.

4. Seven-Day Service Call Waiver Grace Period

If a customer chooses to proceed with the repair estimate provided by Best Appliance Repairs within 7 calendar days of the initial diagnostic/service-call date, the original service-call charge may be waived or credited toward the approved repair, unless otherwise stated in writing.

The 7-day grace period begins on the date of the initial diagnostic appointment. If the customer approves the estimate after the 7-day grace period has expired, the repair will be charged at the full repair price, and the original service-call fee will not be waived or credited.

Example: if the technician diagnoses the appliance on July 1, the customer must approve the provided estimate by July 8 to qualify for the service-call waiver. Approval after that period will be treated as a new/full repair approval with no service-call waiver.

The service-call waiver applies only to the repair estimate provided for the same appliance and same diagnosed issue. It does not apply to a different appliance, a different issue, a new visit, a revised diagnosis caused by new symptoms, or any work outside the original estimate.

5. Cancellations, Rescheduling, and No-Shows

Appointments may be cancelled or rescheduled without a cancellation fee only if notice is provided at least 24 hours before the beginning of the appointment arrival window.

Example: if your appointment window is 9:00 AM–11:00 AM, the appointment may be cancelled or rescheduled without penalty only until 9:00 AM the day before.

If you cancel, reschedule, are unavailable, deny access, or are not ready for service within 24 hours of the beginning of the appointment window, we may charge the applicable service-call fee ($95 + tax regular, $129 + tax gas/high-end/premium).

A no-show may include, but is not limited to:

• No adult being present at the property.
• No answer at the door, phone, intercom, concierge, or gate.
• The technician being unable to access the appliance.
• The appliance being disconnected, removed, blocked, or unavailable.
• The customer cancelling after the technician has already been dispatched.
• The customer not having required building, tenant, landlord, or property-manager approval.

If we cancel or reschedule the appointment due to technician availability, vehicle issues, safety concerns, or our own scheduling conflict, no customer cancellation fee will apply.

6. Customer Responsibilities

Before the technician arrives, the customer must:

• Ensure someone 18 years or older is present.
• Provide safe, clear, and reasonable access to the appliance.
• Remove personal items, food, dishes, laundry, stored objects, or obstacles around the appliance.
• Secure pets.
• Provide parking instructions, concierge access, gate codes, elevator access, or building entry details when needed.
• Inform us in advance of any known leaks, electrical issues, gas smells, pest activity, mould, water damage, prior repairs, appliance modifications, or unsafe conditions.
• Ensure the appliance is connected to proper water, power, gas, ventilation, and drainage systems unless the issue itself relates to those systems.
• Obtain landlord, tenant, condo, property-manager, or business-owner approval where required.

If service cannot be completed because these responsibilities were not met, the applicable service-call fee may still be charged.

7. Appliance Access, Moving, and Built-In Units

The customer is responsible for ensuring the appliance is reasonably accessible. Additional charges may apply for stacked appliances, built-in appliances, appliances inside cabinetry, appliances blocked by furniture or renovations, units requiring two technicians, doors or panels that must be removed, or appliances that must be moved for access.

Technicians may refuse to move an appliance where doing so may damage flooring, cabinets, countertops, hoses, valves, gas lines, electrical connections, or the appliance itself.

We are not responsible for damage caused by pre-existing installation problems, uneven flooring, swollen wood, weak cabinets, old water lines, brittle hoses, seized valves, rusted connectors, improper prior installation, or any condition that existed before our technician arrived.

8. Estimates and Authorization

After diagnosis, the technician may provide an estimate for repair. The estimate may include labour, parts, taxes, special-order parts, additional visits, or other charges.

No repair work will be performed without customer authorization. Authorization may be provided verbally, by text message, by email, by signed estimate, by payment, or by another clear approval method.

If additional problems are discovered after the original diagnosis, we may provide a revised estimate. The customer may approve or decline the revised estimate.

An estimate is based on the technician's visible inspection and the information available at the time. Some appliance failures are progressive, intermittent, hidden, or caused by multiple components. A diagnosis may change once the appliance is disassembled, tested further, or once a failed part is replaced and another issue becomes visible.

Unless otherwise stated, estimates are valid for 7 calendar days and are subject to parts availability, supplier pricing, and technician availability.

9. Parts, Deposits, and Special Orders

Some repairs require replacement parts. Parts may be new, manufacturer-approved, aftermarket, reconditioned, or special-order, depending on availability and customer approval.

A deposit may be required before parts are ordered. Once a part is ordered, the deposit may be non-refundable to the extent we incur supplier restocking fees, shipping charges, handling charges, return charges, or other costs.

Special-order parts, electrical parts, control boards, gas parts, installed parts, and parts that cannot be returned to the supplier are generally non-refundable once ordered or installed.

If the customer cancels after parts have been ordered, the customer remains responsible for: the service-call/diagnostic fee, supplier restocking fees, shipping and handling fees, non-returnable part costs, and any labour already performed.

Parts availability and delivery times are controlled by suppliers and manufacturers. We are not responsible for supplier delays, discontinued parts, backordered parts, incorrect manufacturer part listings, or parts that arrive defective.

10. Customer-Supplied Parts

If a customer requests that we install a customer-supplied part, we may accept or refuse at our discretion. Customer-supplied parts are not covered by our parts warranty. We do not guarantee the quality, fit, safety, compatibility, or performance of customer-supplied parts.

If a customer-supplied part is incorrect, defective, unsafe, incompatible, or fails after installation, the customer remains responsible for the service call, labour, and any additional visits required.

11. Payment Terms

Payment is due upon completion of the service call, diagnosis, repair, installation, or invoice unless another written arrangement has been approved in advance. We do not accept cheques.

Accepted payment methods may include cash, e-transfer, debit, credit card, or other approved electronic payment methods offered at the time of service. Payment options may vary.

Credit card payments may be subject to a processing fee where permitted by applicable law and card-network rules. Unless otherwise stated at the time of payment, the processing fees are:

• 2.5% for card-present credit card payments.
• 3.8% for card-not-present credit card payments, including payments made remotely, by phone, by invoice link, or where the physical card is not presented to the technician.

Any credit card processing fee will be disclosed before payment is completed. If applicable law, card-network rules, or payment-processor rules limit or prohibit a processing fee, the fee will be reduced or removed as required.

Invoices not paid when due may be subject to collection steps, late-payment charges, administrative fees, or recovery costs where permitted by law.

The customer is responsible for all approved charges, including service-call fees, diagnosis, labour, parts, taxes, deposits, additional visits, parking, tolls, special access charges, payment processing fees, and any other agreed fees.

12. Payment Information and Card Security

Best Appliance Repairs does not save or store customers' full payment card details. Payment card information is processed through third-party payment processors or payment systems. We do not keep full credit card numbers, security codes, or full payment credentials in our own records.

Customers should not send full credit card details by text message, email, or other unsecured communication methods.

13. Warranty on Repairs

Warranty coverage may be available for repairs performed by Best Appliance Repairs. Warranty length and coverage depend on the type of repair, the parts installed, the manufacturer's warranty, the supplier's warranty, and the specific warranty terms available for the part or service. Parts warranty may be up to one year, depending on the warranty provided by the manufacturer or supplier.

Labour warranty, if offered, applies only to the specific repair performed by Best Appliance Repairs and only for the issue diagnosed and repaired by us. Labour warranty does not automatically extend for the full manufacturer parts-warranty period unless stated in writing on the invoice.

Warranty coverage applies only to the specific issue diagnosed and repaired by us. It does not cover the entire appliance. Warranty does not apply to:

• New, different, or unrelated issues.
• Pre-existing conditions.
• Customer misuse, neglect, overloading, improper use, or lack of maintenance.
• Appliances with pest, rodent, mould, rust, water, fire, or impact damage.
• Power surges, electrical issues, tripped breakers, improper outlets, or external power problems.
• Plumbing, drainage, ventilation, gas supply, shutoff valves, hoses, ducts, or building-related issues.
• Clogged vents, frozen lines, blocked drains, poor water pressure, or improper installation.
• Damage caused by third-party work after our repair.
• Appliances moved, modified, repaired, or tampered with by another person after our service.
• Customer-supplied parts.
• Cosmetic issues, noises, vibrations, or performance concerns unrelated to the repair.
• Commercial, rental, or high-use appliances unless commercial coverage is written on the invoice.
• Appliances where the customer declined a recommended repair, maintenance step, replacement part, or safety recommendation.

If a warranty visit is requested and the issue is found to be unrelated to our repair or outside warranty coverage, a new service-call fee and repair charges may apply.

14. Completion of Repair and Refunds

A repair is considered complete when the technician performs the approved work, tests the appliance to the extent reasonably possible, and confirms the appliance is operating in relation to the approved repair. Labour fees are non-refundable once repair work has been completed.

If the same issue returns within the applicable warranty period and is covered by warranty, our remedy will be to inspect and, where appropriate, re-perform the covered labour or address the covered part issue according to the applicable manufacturer or supplier warranty. Refunds are not the default remedy.

Refunds, credits, or goodwill adjustments may be provided at our discretion and do not waive our rights under these Terms.

15. Old Hoses, Water Lines, Valves, and Leak Risk

Many appliances are connected to water lines, drain hoses, shutoff valves, supply hoses, clamps, seals, or fittings that may be old, brittle, corroded, weak, improperly installed, or already leaking. The customer acknowledges that moving, diagnosing, disconnecting, reconnecting, or repairing an appliance may reveal or worsen a pre-existing weakness in hoses, valves, flooring, cabinetry, plumbing, or nearby components.

We are not responsible for leaks, water damage, valve failures, hose failures, drain backups, cabinet damage, flooring damage, or property damage caused by pre-existing or customer-supplied hoses, valves, plumbing, fittings, or installation conditions.

If our technician recommends replacing old hoses, valves, connectors, or related parts and the customer declines, the customer accepts the risk of future leaks or failure.

16. Gas Appliances and Safety

Gas appliance service is subject to safety requirements, licensing requirements, and technician discretion.

If you smell gas, suspect a gas leak, hear gas escaping, or believe there is an immediate gas danger, do not book a regular repair appointment as your first step. Leave the area immediately and call the appropriate gas emergency service or 911 from a safe location.

We may refuse or stop gas appliance service if the technician believes conditions are unsafe, the appliance has been improperly modified, required shutoff access is unavailable, gas supply conditions are unsafe, or the work is outside the technician's scope.

17. Food Loss, Laundry Loss, Business Loss, and Indirect Damages

Appliance failures can cause inconvenience, food spoilage, water damage, laundry delays, business interruption, loss of use, missed appointments, or other losses. To the fullest extent permitted by law, Best Appliance Repairs is not responsible for indirect, incidental, special, consequential, or economic losses, including but not limited to:

• Food loss or spoiled groceries.
• Laundry loss or clothing damage.
• Lost income, revenue, rent, or business opportunity.
• Missed work, missed appointments, or time loss.
• Hotel stays, replacement appliance rentals, or temporary appliance purchases.
• Damage caused by the appliance's own failure.
• Damage caused by pre-existing property or installation conditions.

Our total liability for any claim is limited to the amount paid by the customer for the specific service that gave rise to the claim, except where a greater amount is required by applicable law.

18. No Guarantee That Repair Is Possible

We will make reasonable efforts to diagnose and repair appliances. However, we do not guarantee that every appliance can be repaired. An appliance may be beyond economical repair due to age, discontinued parts, multiple failures, sealed-system issues, manufacturer defects, prior improper repairs, pest damage, rust, water damage, electrical damage, or other conditions.

If we determine that repair is not practical or not recommended, the applicable service-call/diagnostic fee remains payable.

19. Manufacturer Warranties and Third-Party Coverage

The customer is responsible for confirming whether the appliance is covered by a manufacturer warranty, extended warranty, home warranty, landlord agreement, insurance policy, or third-party service plan before booking.

We are not responsible for warranty denial by a manufacturer, insurer, property manager, landlord, or third-party warranty company. Unless we agree in writing, the customer is responsible for payment directly to us regardless of whether the customer later seeks reimbursement from a third party.

20. Photos, Records, and Communication

We may take photos or videos of the appliance, model/serial tag, damaged parts, installation conditions, leaks, error codes, or completed repair for diagnosis, warranty, training, quality control, invoicing, and record-keeping purposes.

We may communicate by phone, text message, email, website form, online booking system, or other communication methods provided by the customer. The customer agrees to provide accurate contact information and to respond promptly when approval, access, or payment is required.

21. Website Information

Information on our website is provided for general informational purposes only. Website content, blog posts, pricing examples, repair descriptions, and troubleshooting information do not replace an in-person diagnosis.

We may update website information, pricing, service areas, warranties, and these Terms from time to time. If there is a conflict between website content and a written estimate or invoice for a specific service, the written estimate or invoice will control for that service.

22. Privacy

We collect customer information only as needed to provide service, schedule appointments, communicate with customers, process payments, maintain records, and meet legal or business requirements. Customer information may include name, phone number, email address, service address, appliance details, service history, photos of appliances, and communication records.

We do not sell customer information. We may share information with payment processors, parts suppliers, technicians, subcontractors, software providers, or legal/accounting professionals as reasonably required to provide services or operate the business. We do not store full credit card numbers, card security codes, or full payment credentials.

23. Refusal of Service

We may refuse, pause, or discontinue service if:

• The work area is unsafe.
• There is a suspected gas leak or electrical hazard.
• There is pest, mould, sewage, biohazard, or structural risk.
• The customer is abusive, threatening, discriminatory, or inappropriate.
• Required approvals are missing.
• The appliance is inaccessible.
• The requested work is outside our scope.
• Payment is refused or prior invoices are unpaid.
• The customer repeatedly cancels, reschedules, or misses appointments.

If service is refused or discontinued due to customer-side conditions, the applicable service-call fee may still be charged.

24. Changes to These Terms

We may update these Terms at any time by posting a revised version on our website. The updated Terms will apply to appointments booked after the updated posting date. For services already booked, the Terms in effect at the time of booking will apply unless the customer agrees otherwise.

25. Governing Law

These Terms are governed by the laws of the Province of Ontario and the applicable laws of Canada. Nothing in these Terms is intended to limit any consumer rights that cannot legally be limited under Ontario or Canadian law.

26. Safety of Bystanders, Children, and Pets

Our technicians are trained and, where required by law, licensed and insured to perform appliance repair, diagnostic, and installation work. That licensing and insurance cover our technicians' own workmanship and conduct while performing the service. It does not extend to, and we are not liable for, the supervision, safety, or wellbeing of the customer, household members, guests, employees, contractors, children, pets, or other animals, or any other bystanders present at or around the property or work area during the appointment — except to the extent an injury or loss is directly caused by our technician's proven negligence.

The customer is solely responsible for supervising and securing children and pets, and for keeping them and any other bystanders a safe distance from the technician, tools, appliances, electrical components, gas lines, and the work area at all times during the appointment. We recommend keeping children and pets in a separate room for the duration of the service call.

If any other person is present in or around the work area — including family members, guests, tenants, employees, contractors, neighbours, or other visitors — who is not a licensed, insured, or authorized representative of Best Appliance Repairs, we are not responsible for that person's safety, actions, or any injury or damage they cause or sustain, whether or not we had knowledge of their presence.

27. Assumption of Risk

Appliance repair work can involve inherent risks, including but not limited to electric shock, burns, cuts, gas exposure, heavy lifting, sharp edges, and moving parts. By scheduling and permitting service, the customer acknowledges these inherent risks and agrees that Best Appliance Repairs, its technicians, employees, and subcontractors are not liable for injury or loss arising from these inherent risks, except to the extent caused by our proven negligence.

28. Release and Indemnification

To the fullest extent permitted by law, the customer agrees to release, defend, indemnify, and hold harmless Best Appliance Repairs, its owners, employees, technicians, and subcontractors from and against any claims, damages, injuries, losses, or expenses (including reasonable legal fees) arising from or related to:

• The presence, actions, or supervision of any person, child, pet, or animal at the property who is not our employee or authorized subcontractor.
• Pre-existing unsafe conditions at the property not caused by us.
• The customer's failure to disclose known hazards.
• Any third party's use, misuse, or interference with the appliance or work area during or after the service call.

This section does not apply to the extent a claim arises from our own proven negligence or wilful misconduct.

29. Independent Technicians and Subcontractors

Some services may be performed by subcontracted or independent technicians engaged by Best Appliance Repairs. We take reasonable steps to work with qualified, insured technicians; however, each technician remains responsible for their own licensing and insurance where independently required by law. We are not liable for the acts of any third party who is not directly employed or authorized by us.

30. Limitation of Liability (General)

To the maximum extent permitted by Ontario and Canadian law, our total liability arising from or related to any service, appointment, or these Terms — however caused, whether in contract, tort (including negligence), or otherwise — will not exceed the amount actually paid by the customer for the specific service giving rise to the claim. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable Ontario or Canadian consumer protection law, including liability for death or personal injury caused by our proven gross negligence.

31. Force Majeure

We are not responsible for delay or failure to perform where caused by circumstances beyond our reasonable control, including but not limited to severe weather, natural disaster, pandemic, government order, labour disruption, supplier failure, road closures, or other events of force majeure.

32. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect, and the invalid provision will be interpreted to reflect the original intent as closely as possible within the limits of applicable law.

33. Entire Agreement / No Waiver

These Terms, together with any signed estimate or invoice for a specific service, represent the entire agreement between the customer and Best Appliance Repairs regarding that service and supersede any prior discussions or representations. Our failure to enforce any provision of these Terms is not a waiver of our right to enforce it later.