Raes Appliance Repair Service Agreement Document


Terms and Conditions: Appliance Repair Service Agreement

Rae’s Appliance and Electrical Services, LLP State of Missouri – Legal Compliance Version Effective as of December 12, 2024

By engaging Rae’s Appliance and Electrical Services, LLP (hereafter “Company” or “we/us/our”) to perform appliance repair or related services, the customer (“you” or “Customer”) agrees to the following Terms and Conditions of Service (“Agreement”). Commencing work by our technician shall constitute your acceptance of these terms in full.

1. Non-Refundable Diagnostic Fee

A non-refundable service fee of $110.00 (the “Diagnostic Fee”) applies to all non-warranty visits to the Customer’s residence or business. You will be quoted the diagnostic fee before our visit. The fee covers the costs incurred by us for travel and the performance of diagnostic services by a trained technician from Rae’s Appliance and Electrical Services, LLP.

By accepting the Service Order, you acknowledge and agree:

  • a) To pay the Diagnostic Fee in full whether Rae’s Appliance and Electrical Services, LLP performs recommended repairs or not; and
  • b) That the Diagnostic Fee will be credited toward the cost to repair if Customer agrees to have Rae’s Appliance and Electrical Services, LLP perform the recommended repair or replacement.

2. Estimates and Approvals

All services and parts will be quoted via a written or electronic Service Order Estimate (“Price Quote”), which includes labor, parts, and applicable sales tax in accordance with Missouri law. Acceptance of the quote constitutes approval to proceed with the work under the agreed scope.

3. Payment Terms

Payment is due upon completion of the services, unless otherwise agreed upon in writing. Accepted payment forms include check, cash, or credit card.

  • Returned Checks: Subject to a $35.00 fee.
  • Unpaid Balances: May be referred for collection. Customer shall be liable for associated legal fees, court costs, and interest at 1.5% monthly (18% annually) or the highest rate allowed by Missouri law.

4. Parts Return and Restocking

If parts have been ordered and the job is subsequently canceled, a $26.00 return fee per part and a 15% restocking fee will apply.

5. Limited Warranty

We warrant our labor and the parts we provide for 30 days from the date of service or delivery. If a defect arises within this time, we will, at our sole discretion:

  • Replace the defective part(s); or
  • Correct the workmanship issue; or
  • Refund the cost of the parts only in the event the repair ultimately fails.

Labor is not eligible for a refund. All warranty claims are subject to on-site inspection and must be reported in writing within the warranty period.

Exclusions: This warranty does not cover:

  • Commercial or industrial equipment
  • Cosmetic or non-functional parts
  • Plumbing or supply lines
  • Appliances moved from the original service address
  • Equipment with obsolete or unavailable parts
  • Repairs where the Customer refused recommended parts

6. Repair Labor Warranty

We offer a 30-day labor warranty. If the same issue recurs and is found to be related to the original repair, we will correct it at no charge. If the problem is unrelated, a new diagnostic fee and estimate will be issued.

Labor warranty becomes void if:

  • Unauthorized parties tamper with the appliance.
  • The customer refuses all recommended parts.
  • Customer-supplied parts are used.
  • Damage occurs from outside causes (e.g., misuse, flooding).

7. Refund Policy for Failed Repairs

If a repair attempt fails and the equipment remains non-functional, only the cost of the parts installed by Rae’s Appliance and Electrical Services, LLP will be eligible for a refund. Labor and diagnostic fees are non-refundable.

8. Limitation of Liability

We shall not be liable for indirect, incidental, or consequential damages, including but not limited to loss of food, revenue, time, or use of the appliance. Our total liability shall not exceed the amount paid for the specific service or product. This limitation does not apply to personal injury claims arising from gross negligence.

9. Damage Waivers

A. Moving Appliances: The customer acknowledges the inherent risks of moving appliances, including damage to flooring, cabinetry, or the appliance itself. By allowing our technician to move the appliance, you release Rae’s Appliance and Electrical Services, LLP and its agents from any liability related to such movement.

B. Water Damage: Service involving water connections may result in leaks or flooding due to preexisting plumbing conditions or system failure. Except in cases of proven gross negligence, you agree to hold Rae’s Appliance and Electrical Services, LLP harmless from any resulting water damage.

C. Failed Cooling Repairs: We are not liable for spoilage, discomfort, or economic loss caused by refrigeration or cooling failure, whether due to unforeseen part failure or undiagnosable issues. The customer accepts all risks associated with refrigeration repairs.

D. Lifting Glass Cooktops: Glass or ceramic cooktops may crack during lifting due to adhesive strength or prior wear. Customer agrees to release Rae’s Appliance and Electrical Services, LLP from responsibility for such breakage.

10. Vendor Terms of Service

These Vendor Terms of Service (“Vendor Terms”) apply to any third-party warranty company, home service network, claims administrator, or other entity (collectively, “Vendor”) that contracts with Rae’s Appliance and Electrical Services, LLP (“Company”) to provide diagnostic or repair services to their end-users. These Vendor Terms shall supersede any prior or conflicting terms or conditions contained in any Vendor-issued service agreement, policy, work order, or contract.

By submitting a work order or engaging Rae’s Appliance and Electrical Services, LLP to perform service on your behalf, Vendor agrees to the following terms:

a. Relationship Disclaimer: Vendor agrees and acknowledges that Rae’s Appliance and Electrical Services, LLP is not an employee, agent, or representative of Vendor. Vendor is a third-party entity, and no employment, partnership, joint venture, or agency relationship exists between the parties.

b. Parts Cost Limitations and Outstanding Balances: Rae’s Appliance and Electrical Services, LLP shall not be required to exceed $1,000.00 USD in parts costs over any rolling thirty (30) day period for any Vendor account. Furthermore, we reserve the right to immediately pause service for any Vendor account that maintains an unpaid parts balance of $1,000.00 or more past due beyond thirty (30) calendar days.

c. Supersession Clause: These Vendor Terms supersede any conflicting clauses or requirements in Vendor contracts, service level agreements (SLAs), onboarding materials, dispatch protocols, or payment policies. The acceptance of service by the Vendor constitutes agreement to these superseding terms.

d. Diagnostic Fees and Billing Terms: A $120.00 diagnostic fee is assessed for each service call. This fee shall not be waived, including for Vendors operating under NET 30 or other deferred billing terms. All payments are due in full within thirty (30) calendar days of the invoice date.

e. Vendor Service and Late Fees: A 7% Vendor Service Fee will be applied to each ticket. Any invoice outstanding for more than thirty (30) days will accrue an additional 15% late payment fee, applied to each ticket past due beyond thirty-one (31) days.

f. Service Prioritization and Communication: Rae’s Appliance and Electrical Services, LLP does not prioritize vendor-submitted service requests over other scheduled or direct customer jobs. Vendors are provided access to a secure online service portal for tracking work order status, receiving updates, viewing invoices, and communicating with the team. It is the Vendor’s responsibility to utilize this portal for all service coordination.

g. Third-Party Application Usage: We reserve the right to decline participation in any third-party vendor software platforms, diagnostic tools, or dispatching systems. If a Vendor requires the use of their proprietary application, software, or third-party portal for submission, scheduling, or reporting, a 3% Administrative Fee will be added to each service ticket processed through such a system.

11. Right to Refuse Service

Rae’s Appliance and Electrical Services, LLP reserves the right to decline, refuse, or discontinue any service request, work order, estimate, or job at its sole and absolute discretion, for any reason not prohibited by law. This includes, but is not limited to, circumstances involving:

  • Unsafe, unsanitary, or hazardous work environments.
  • Suspected abuse or mistreatment of staff.
  • Hostile or threatening customer behavior.
  • Incomplete or inaccurate job information.
  • Unauthorized alterations to agreed-upon terms.
  • Refusal to comply with payment policies.
  • Unavailability of necessary parts or technical documentation.
  • Conflicts with the Company’s existing schedule, policies, or business interests.

Such refusal may be issued verbally or in writing, and no service is considered accepted until confirmed by Rae’s Appliance and Electrical Services, LLP. The Company shall not be held liable for any actual or perceived damages, losses, or delays resulting from its decision to decline or refuse service.

12. Non-Disparagement Clause

All Customers, Vendors, and third-party partners agree not to make, publish, or cause to be made or published any false, defamatory, or disparaging statements—either written, verbal, or electronic—concerning Rae’s Appliance and Electrical Services, LLP, its owners, agents, employees, affiliates, or business practices.

This non-disparagement clause applies to, but is not limited to, communication with:

  • Other vendors or service providers.
  • Online review platforms (e.g., Yelp, Google, Better Business Bureau, etc.).
  • Social media platforms.
  • Clients or end users.
  • Trade organizations.
  • Potential future clients or vendors.

Nothing in this clause shall prevent any party from providing truthful information as required by law, regulation, or valid legal process. However, parties are expected to resolve any dissatisfaction through internal channels or designated dispute resolution methods first, including mediation or arbitration where applicable. Violation of this provision may result in legal action for damages, injunctive relief, or both.

13. Entire Agreement

These Terms and the signed Service Order represent the complete and exclusive agreement between the parties. Any modifications must be in writing and signed by both parties. If any provision of this Agreement is deemed unenforceable, the remaining provisions shall remain in full force and effect.

14. Mandatory Arbitration by Mediation (Vendor Disputes Only)

In the event of any dispute, claim, or controversy arising out of or relating to services rendered by Rae’s Appliance and Electrical Services, LLP on behalf of a Vendor, including but not limited to payment terms, scope of work, scheduling, or performance, the parties agree to resolve such dispute exclusively through mediation and binding arbitration, prior to initiating any formal legal action in court.

All mediation shall be conducted in Pulaski County, Missouri, or at a location mutually agreed upon, and shall be administered by a neutral third-party mediator agreed upon by both parties. If mediation fails to resolve the dispute, binding arbitration shall proceed in accordance with the Rules of Commercial Arbitration of the American Arbitration Association (AAA), and judgment upon the award rendered may be entered in any court having jurisdiction. Each party shall be responsible for its own attorney’s fees and costs unless otherwise awarded by the arbitrator. This section shall survive the termination of any Vendor relationship or agreement.

15. Governing Law

This Agreement shall be governed by and interpreted under the laws of the State of Missouri. All disputes arising out of or related to this Agreement shall be resolved in the appropriate court located in the state and county where services were performed.

16. Hold Harmless Agreement

To the fullest extent permitted by law, the Customer agrees to indemnify, defend, and hold harmless Rae’s Appliance and Electrical Services, LLP, its owners, agents, technicians, employees, affiliates, successors, and assigns (collectively, the “Company”) from and against any and all claims, damages, losses, liabilities, costs, or expenses (including but not limited to attorney’s fees and court costs) arising out of or related to:

  • The performance of any repair, diagnostic, maintenance, or installation service.
  • The movement, uninstallation, or reinstallation of appliances or equipment.
  • Any pre-existing condition or defect in the appliance, home, or surrounding systems.
  • The use or misuse of parts or appliances repaired, installed, or serviced by the Company.
  • Customer-supplied or third-party-supplied parts or materials.
  • Any breach of these Terms and Conditions by the Customer.
  • Any claim brought by a third party due to actions or omissions by the Customer.

This Hold Harmless clause shall survive the completion of services and applies regardless of whether the Company was negligent, except in cases of gross negligence or willful misconduct proven in a court of competent jurisdiction. It is agreed that any potential liability shall be limited to the amount paid to the Company for the specific service giving rise to the claim.

Acknowledgment

By engaging our services or permitting our technician to begin work, you acknowledge that you have read, understood, and accepted these Terms and Conditions in their entirety.