Service Policies

Techvill Appliance Repair Ltd. Calgary | Vancouver | Edmonton | Winnipeg | Ottawa Email: info@techvill.ca

These policies apply to all service appointments booked with Techvill Appliance Repair Ltd. across all Canadian locations. By booking a service, Customer acknowledges and agrees to the policies outlined below.

Booking and Cancellation Policy

Modifications: Any changes or updates to a scheduled appointment must be requested at least 3 hours before the confirmed service time. Same-day modifications depend on technician availability. If we are unable to accommodate the change, the original appointment time and associated fees remain in place.

Cancellations: Cancelling an appointment requires a minimum of 24 hours’ notice by phone with a live agent. Cancellations submitted via email, voicemail, or automated systems within the 24-hour window are not accepted as valid cancellation.

If notice is not provided within the required timeframe, a service call fee will apply to cover travel and scheduling costs.

What Is a Service Call

A Service Call is a paid appointment in which a licensed technician visits the customer’s location to inspect, diagnose, and assess the appliance.

A Service Call fee covers:

• Processing the appointment and dispatching a qualified technician
• Technician vehicle and travel costs
• Initial inspection and diagnostic assessment
• A repair recommendation including parts and labour estimate, where applicable
• TechVill service guarantee

A Service Call does not guarantee:

• A completed repair — this depends on parts availability and repair complexity
• That the required part will be on-site — our technicians carry common parts daily, but your specific model may require a part to be ordered

By booking a Service Call, Customer confirms that:

• The address and contact information provided are correct and accurate
• The appliance is connected and can be tested at the time of the visit
• Payment is required regardless of the outcome of the diagnostic or repair recommendation
• If a required part is No Longer Available (NLA) from the manufacturer, this is outside TechVill’s control and does not qualify the customer for a refund, as the diagnostic service was still provided

Subsequent Visit Policy

TechVill aims to complete all repairs during the initial visit. Our repair success rate was 97.5% in the previous year. However, certain situations may require a follow-up visit:

Complex Issues: Some appliance problems require multiple visits to fully diagnose and resolve. We will inform you if this situation arises and present your options before proceeding.

Newly Identified Issues: Resolving one problem may uncover additional issues that were not visible during the initial diagnostic. These require a separate assessment and, if applicable, a separate repair authorization.

Follow-up visits required due to repair complexity, parts availability, or newly identified issues do not qualify for discounts or refunds. This is a standard part of appliance repair and reflects the care and accuracy required to complete the work correctly.

Free Follow-Up Check-Up Policy

If the same issue recurs within 3 months of the initial repair visit, TechVill will schedule a free follow-up check-up under the following conditions:

Eligibility:

• The issue must recur within 3 months of the original repair date
• The issue must be the same problem addressed during the initial visit — new or unrelated issues are not covered

How to Request:

Contact our customer service team by phone or email within the eligibility period. Provide your previous service appointment details and a description of the recurring issue.

What to Expect:

• Our team will schedule a convenient time for a technician to revisit and re-diagnose the issue
• No additional charge applies for the follow-up visit on the same issue
• The technician will conduct a thorough inspection to identify and resolve the problem

Exclusions:

• New or unrelated issues that arise after the initial repair
• Problems determined to be caused by misuse, neglect, or factors outside TechVill’s control
• Residential appliances used in commercial settings — no warranty applies in these cases

If Customer refuses the complimentary follow-up visit, TechVill is not responsible for unresolved issues and no refund will be issued. Refusing the follow-up means the case is considered closed and the original service call remains fully payable.

Missed Visit and Wrong Address Policy

From the moment you book with us, you will receive a booking confirmation with your appointment details. Once our technician is dispatched, you will receive a notification with real-time GPS tracking.

Missed Visit:

Upon arrival, if no one is present to grant access, our technician will wait up to 15 minutes and attempt to contact you by phone. If access is not granted within 15 minutes, the technician will leave. A missed visit fee equal to the service call fee will apply. This fee carries no credit toward future appointments.

Incorrect or Incomplete Address:

Please ensure the service address, unit number, buzz code, and any access instructions are provided accurately at the time of booking. If an incorrect or incomplete address is provided, a fee of up to the full service call amount will apply.

Appointment Timing Policy

Due to the dynamic nature of appliance repair, we cannot guarantee exact arrival times. Factors that may affect our schedule include:

• Unanticipated complexity in earlier repairs
• Parts delays or availability issues
• Adverse weather conditions
• Traffic and route delays

We will always aim to arrive within the confirmed window and will communicate any significant delays. Schedule delays do not qualify for refunds, discounts, or complimentary services.

Parts Policy

Parts on Backorder: If a required part is on backorder, the ETA provided is an estimate only and may change based on supplier or manufacturer timelines. TechVill relies entirely on manufacturer schedules for backordered parts and will contact you as soon as the part arrives and is ready for installation.

Part Installation Booking: Installation appointments can only be scheduled once TechVill contacts you to confirm the part has arrived. These appointments cannot be booked through automated systems or AI assistants — all installation bookings must be arranged directly with our scheduling team.

Customer-Requested Parts: If a service call is booked based on a customer’s own diagnosis and the requested part does not resolve the issue, additional service or parts may be required. Labour charges for the initial visit apply regardless of outcome.

Parts Return:

• If Customer decides not to proceed with a repair, we will remove and return any parts that are eligible for return. Only labour charges for work already completed will apply.
• Some high-end appliance manufacturers do not accept returned parts. In these cases, full charges for both parts and labour will apply.

Two-Technician Requirement

Some services require two technicians for safety and compliance. A two-technician team will be assigned when:

• The appliance is stacked, built-in, oversized, or heavy
• The manufacturer specifies a two-person installation or service
• The task requires one technician to support the unit while another performs the service

Additional charges apply for a second technician. Please confirm with our staff when booking if you believe your appliance may fall into one of these categories.

New Appliance Installation

When a new appliance installation is required, all plumbing and electrical connections must be prepared by Customer before the technician arrives. TechVill cannot modify cabinetry or perform construction work such as drilling or cutting. Our technicians connect the appliance to the existing prepared space, or uninstall the old unit and install the new one in its place.

If the required space, plumbing, or electrical connections are not ready and the technician cannot complete the installation, a service call fee will apply for the visit.

Customer Responsibilities

To ensure a safe and efficient service visit, Customer is responsible for the following:

Appliance Access: Ensure the appliance is accessible and ready to be tested at the scheduled time. If the technician arrives and finds the work area unsafe, blocked, or inaccessible — due to snow, ice, clutter, cabinetry, or other obstructions — the visit may be marked as missed and the service call fee will apply.

Pet Policy: If a dog is not securely kenneled or separated from the work area upon technician arrival, we will be unable to proceed with the scheduled service. The visit will be marked as attended and the service call fee will apply. Please ensure pets are secured before your technician’s arrival.

Timely Communication: Monitor SMS and email notifications from TechVill. Missed messages or reminders do not waive any applicable fees. Report any recurring issues promptly to ensure they are addressed within the eligible warranty or check-up period.

Promotions and Discounts

• TechVill reserves the right to end any promotion or discount at its sole discretion
• Promotions and discounts cannot be combined with other promotions or discounts
• Promotions and discounts cannot be applied retroactively after a service visit has been completed
• Discounts and coupons have no cash redeemable value
• Discounts and coupons cannot be applied toward taxes or parts costs

Non-Payment

Payment is due upon completion of the visit. If payment is not received after repeated contact attempts, the account will be transferred to a third-party collections agency. Additional fees — 35% of the total outstanding balance plus 2% monthly interest — will apply once the account enters collections.

Contact

For questions about any of these policies, contact our team directly:

Techvill Appliance Repair Ltd. Email: info@techvill.ca

Last updated: 2025