Terms of Service

1. Agreement to These Terms

These Terms of Service govern the appliance repair and service work carried out by Dez Appliances Inc. from its workshop in North Vancouver. By booking a bench appointment, handing over an appliance or accepting a delivery, you agree to these terms on behalf of yourself and anyone else with an interest in the appliance.

Please read the terms before you book. They describe what the bench does, what you can expect from it and what is expected of you. If something is unclear, call +18289996221 or write to note@dezappliances.lat before the appliance is collected. A question asked early is easier to answer than a disagreement raised later.

These terms apply to household customers, property managers, tenants, building caretakers and small commercial customers. Where an appliance is managed by a building or a landlord, the person who books the work is responsible for ensuring that the booking is authorised and that the occupant knows about the visit.

The company providing the service is Dez Appliances Inc., located at Suite 3, 801 West 1st St, North Vancouver - V7P 1A4, Canada (CA). References to the Company, the bench and the workshop in these terms mean Dez Appliances Inc.

2. Definitions

In these terms, an appliance means the machine you ask the Company to examine, repair or service, together with any attached parts and accessories that arrive with it. A service means the intake, diagnosis, repair, testing, review and delivery of that appliance under an agreed plan.

The customer means the person who books the service and accepts responsibility for payment. Where a tenant books work on a landlord owned appliance, the tenant is the customer for the purpose of these terms unless the landlord has agreed otherwise in writing before the work begins.

The intake reference means the short code printed on the intake tag and written on the service sheet. The bench warranty means the limited warranty given by the Company for its own repair work, as described in section eleven. The service sheet means the written record of findings, readings, parts and tests kept for each appliance.

3. Scope of Service

The Company repairs and services domestic appliances including washers, dryers, dishwashers, ranges, cooktops, built-in ovens, refrigerators and compact countertop units. The work is done at a service bench in North Vancouver, and the bench is set up for diagnosis, strip down, parts replacement, reassembly and testing.

Not every fault can be repaired economically and not every part can be obtained. When the Company believes that a repair is not sensible, the customer is told plainly and given the reasons. The Company does not promise that every appliance can be repaired, only that every appliance on the bench will receive an honest diagnosis.

The service does not include work that requires a licensed trade other than domestic appliance repair. Gas connections on ranges, electrical work inside a building wall, plumbing changes to fixed pipework and structural alterations are outside the bench scope. Where such work is needed, the Company will say so and can suggest that a qualified tradesperson be engaged.

4. Bookings and Appointments

Bookings are made by phone, by email or through the contact form on this website. A booking is confirmed when the Company has replied with a date and a time window. A request submitted through the contact form is not a confirmed booking until that reply has been sent.

The customer should provide the make, model and serial number where available, a description of the fault and the address where the appliance is located. Access details, lift bookings, parking restrictions and stair conditions should be given at the time of booking so that the crew can plan properly.

Appointments are scheduled around the units already on the bench. If a job runs long, the Company will contact affected customers and offer a revised window. The Company does not leave customers waiting without a message.

5. Collection and Delivery

Large appliances are normally collected by a two person crew and returned by the same crew after the repair. The customer may also bring a unit to the workshop by prior arrangement. Walk in arrivals without an appointment may be turned away because the bench has no free bay, and this is a safety rule rather than an inconvenience.

Before collection, the customer should clear a path to the appliance, remove items stored on top of it and disconnect any supply where the customer is able to do so safely. The Company will handle disconnection and reconnection where that has been agreed in the booking and where the connection is a standard domestic one.

Delivery is confirmed against the intake reference. The crew will ask an adult at the address to check the appliance and to sign for it. Where reconnection is part of the agreed work, the crew will confirm a short run before leaving. If an appliance cannot be delivered because no adult is present or because access was described incorrectly, a return charge may apply.

At the point of delivery the customer should look at the appliance and the paperwork. Any visible damage or discrepancy should be raised with the crew and noted at once.

6. Intake Condition and Photographs

Every appliance is photographed at intake and its condition is recorded in words. The record covers scratches, dents, cracked parts, missing feet and other marks that arrive with the unit. The customer is welcome to see the intake photographs and to ask for a copy with the service sheet.

Pre existing wear is documented so that it is not attributed to the repair. The Company does not accept responsibility for a scratch, mark or loose fitting that was recorded at intake, except where its own handling has made the condition worse.

Photographs are stored with the service record and are used for service, warranty and delivery purposes. They are not published and they are not shared outside the Company except where a warranty claim or a legal matter makes that necessary, as described in the privacy policy.

7. Diagnosis and Estimates

Diagnosis takes place at a diagnostic window where the appliance is tested under real conditions. The customer is given the findings, the likely cause and the recommended plan. An estimate is prepared on the basis of those findings and is shared before repair work proceeds past the diagnostic stage.

Estimates are prepared in good faith from the information available at the time. A fault can change once a unit is opened, and a further fault may be found behind a panel. If the estimate changes, the Company will contact the customer and explain the new scope and cost before continuing. Work is not extended on a guess.

Diagnostic time is chargeable even if the customer decides not to proceed with the repair. The fee for diagnosis covers the technician time, the bench bay and the testing needed to reach a conclusion, and it is stated at the time of booking where possible.

8. Parts and Availability

The Company uses parts that match the appliance model and revision shown on its serial plate. A part is ordered only after fitment has been confirmed. Where a generic or aftermarket part would be required, the customer is told before it is fitted, because such a part may carry a different service life.

Parts lead times are estimates from the supplier and are not guaranteed by the Company. If a part is delayed, the customer is kept informed and may choose to wait, to accept an alternative that the Company is able to source or to end the job and pay for the work completed to that point.

Replaced parts are returned to the customer on request where practical and where they present no safety risk. Some old components, such as swollen capacitors or damaged heating elements, are disposed of safely rather than returned. When a part is retained by the customer, the service sheet records that it was handed over.

9. Repair Work and Bench Standards

Repairs are carried out by technicians working at a fixed bench with the tools and reference material for the job. Fasteners are tightened to the values shown on the unit where those values are published. Seals are fitted clean and dry unless the part instructions say otherwise. Hoses, clamps and gaskets that are visibly worn are reported and replaced when the customer approves the addition.

The Company does not cut corners to reduce the bench time. A repair that hides a worn hose or leaves a connector loose is not a repair, and it will be found at the warranty review round that every unit passes before delivery.

Where the customer supplies a part, the Company will fit it only if the part matches the appliance and is in sound condition. The Company cannot warrant a part it did not supply, and the customer accepts that risk when supplying parts.

10. Final Testing

Each repaired appliance runs through a final test at the bench before it is prepared for delivery. The test follows the cycle that revealed the fault and includes a heat, drain or spin check as the appliance requires. Readings from the final test are written on the service sheet.

A unit that does not pass the final test does not leave the workshop. It returns to the bench for further work, and the customer is told what was found. If a second attempt does not succeed, the customer is offered the options described in the section on diagnosis and estimates.

Intermittent faults can recur after a successful final test. Where that happens within the bench warranty period, the unit is examined again under the warranty process. The service sheet is the reference for deciding whether the fault is connected to the original work.

11. Bench Warranty

The Company warrants its own repair work and any parts it supplied for ninety days from the date of delivery, unless a different period is stated on the invoice. The warranty covers a failure of the repaired component that is caused by the workmanship or by a defective part supplied by the Company.

The warranty does not cover new faults, damage caused by misuse, damage caused by a power surge, water ingress from outside the appliance, blocked filters that were not maintained after delivery or work carried out by another party after the appliance was returned.

To make a warranty claim, contact the bench with the intake reference and a description of what has happened. The Company will arrange an examination and, where the claim is valid, will repair the fault at no labour charge. Parts supplied under warranty are replaced at no charge. If the appliance cannot be repaired under the warranty, the Company will discuss a fair resolution with the customer.

The bench warranty is in addition to any rights the customer has under consumer protection law. Nothing in these terms reduces a right that cannot lawfully be reduced.

12. Manufacturer and Extended Warranty

Some appliances are still covered by a manufacturer warranty or by an extended plan bought from a retailer or insurer. Where the customer believes such coverage applies, the customer should say so at booking. The Company can prepare the evidence needed for a claim, including the fault description, readings and parts information.

The Company is not the warranty provider for manufacturer or extended plans and cannot approve or refuse a claim on behalf of that provider. Decisions about coverage rest with the provider. Where a provider requires authorisation before work starts, the customer is responsible for obtaining that authorisation or for agreeing to pay for the work directly.

If a provider later reimburses the customer, the Company can supply a copy of the service sheet and invoice on request. Any reimbursement is between the customer and the provider.

13. Fees and Payment

Fees are made up of the diagnostic charge, labour for the repair, parts supplied and any agreed collection or delivery charge. The diagnostic charge and the labour estimate are explained before work proceeds. Parts are charged at the price confirmed with the customer, and no additional handling fee is added without notice.

Payment is due when the appliance is delivered or when it is collected from the workshop, unless a different arrangement has been agreed in writing. Accepted payment methods are shown on the invoice. The Company may ask for a deposit on a large parts order, and any deposit is credited against the final invoice.

Invoices that remain unpaid after thirty days may attract a late charge as shown on the invoice. Where an invoice is disputed, the customer should raise the dispute promptly so that it can be reviewed before any late charge is applied.

14. Storage and Uncollected Appliances

The bench has limited floor space and each appliance occupies a bay that another customer may be waiting for. The customer should collect an appliance promptly once it is reported ready. The Company will hold a finished appliance for fourteen days at no storage charge.

After fourteen days, a storage fee may be charged for each additional day, at the rate shown on the invoice or stated in the collection message. The Company will contact the customer before any storage fee is applied and will try to agree a collection date.

Where an appliance remains uncollected for a long period and the customer cannot be reached after reasonable attempts, the Company may deal with the appliance in accordance with the law that applies to abandoned goods, which may include sale to recover outstanding charges. The Company will keep a written record of every attempt to contact the customer.

15. Liability and Limits

The Company takes care of every appliance on its bench and expects to return it in working order. If the Company damages an appliance through its own negligence, it will repair the damage or compensate the customer for the reasonable cost of repair, up to the limits described below.

The Company is not liable for loss that is not caused by its own act or omission, including loss caused by a latent fault, a manufacturing defect that was already present, a power failure, a building plumbing problem or an event outside the workshop.

The Company is not liable for indirect losses such as lost rent, lost business income or the cost of temporary replacement appliances, except where the law does not allow that limit. Where liability is established, the total liability for an appliance is limited to the amount paid for the service on that appliance or the reasonable replacement value of the appliance, whichever is lower.

Nothing in this section limits liability for fraud, for death or personal injury caused by negligence, or for any other matter where the law requires full liability.

16. Customer Responsibilities

The customer is responsible for giving accurate information about the appliance and the fault, for providing safe access to the address and for ensuring that the appliance is genuinely the customer property or that the owner has authorised the work.

The customer should remove valuables and personal items from the appliance and from the path used to move it. Items found inside an appliance at the bench are bagged and returned with the unit where possible. The Company is not responsible for items left inside a unit that are lost during normal service handling.

The customer is also responsible for maintaining the appliance after delivery, including cleaning filters and following the instructions in the owner manual. A fault caused by a blocked filter after delivery is not a failure of the repair.

17. Safety and Refusal of Work

The Company may refuse or stop work where a unit presents a safety risk that cannot be resolved, such as a damaged supply cord, a cracked drum housing, evidence of overheating inside a control panel or a gas leak. The customer will be told the reason and the appliance will be made safe before it is returned or stored.

The Company may also stop work where the customer or another person at the address behaves in a threatening or abusive way. In that case the job ends, any work completed is charged and the appliance is returned or held for collection under the storage terms.

Staff will not enter a property where access is unsafe or where conditions breach reasonable workplace safety expectations. The Company will work with the customer to arrange an alternative handover in those cases.

18. Cancellation and Rescheduling

A booking can be cancelled or rescheduled without charge up to twenty four hours before the agreed collection or intake window. Late cancellations may attract a fee to cover the crew time that was reserved, and the amount will be explained when the cancellation is recorded.

Once an appliance is on the bench, cancellation means ending the job. The customer pays for the diagnostic work and any work already completed, plus the cost of any part that was ordered specifically for the unit and cannot be returned to the supplier.

The Company may reschedule a booking where a crew member is ill, where a part that is required for the scheduled work has not arrived or where severe weather makes travel unsafe. The customer will be contacted as soon as the issue is known and offered the next suitable window.

19. Disputes and Governing Law

If a customer is unhappy with the work, the first step is to contact the bench with the intake reference and a clear description of the concern. The Company will review the service sheet, inspect the appliance where needed and respond in writing. Many concerns are resolved at this stage without any further step.

If a dispute cannot be settled by discussion, the parties agree to attempt a mediated resolution before commencing legal proceedings. The mediation will take place in British Columbia unless both parties agree otherwise.

These terms are governed by the laws of the Province of British Columbia and the federal laws of Canada that apply there. The courts of British Columbia have jurisdiction over any matter that is not resolved by mediation, subject to any right the customer has to bring a claim in another forum under consumer protection law.

20. Changes to These Terms

The Company may update these terms when the service changes, when a new parts arrangement is introduced or when the law requires a revision. The date at the top of the page shows the current version.

Changes apply to bookings made after the updated version is published. A job that is already on the bench is handled under the terms in force when it was booked, unless the customer agrees to the change. Where a change is material, the Company will point it out to customers who are directly affected.

Earlier versions are kept with the workshop records so that the terms applying to a past job can be confirmed if a question arises later.

21. Contact Details

Questions about these terms, a booking, an invoice or a warranty claim should be directed to the bench. The Company answers by email and by phone during the hours shown on the contact page.

These terms apply to the appliance service bench operated by Dez Appliances Inc. at the North Vancouver workshop.