💰 Refund Policy
Fair, transparent refund terms for our valued customers
Our Refund Philosophy
At Timeless Appliance Repair, we stand behind every repair we perform. While we work hard to ensure customer satisfaction on every visit, we understand that situations may arise where a refund is requested. This policy explains our refund terms clearly and transparently — so you know exactly what to expect.
For cancellation-related refunds (before service), please refer to our Cancellation Policy.
Refund Eligibility After Service
Below are the specific scenarios for refund eligibility on completed services:
❌ Diagnostic Service Fee
Once a technician has arrived and performed a diagnostic, the diagnostic fee is non-refundable. This fee covers the technician's travel time, expertise, and assessment of your appliance regardless of whether you proceed with the repair.
✅ Customer Not Satisfied After Repair (Parts Returned)
If you are not satisfied with the repair, you must allow our technician to return and remove the installed parts. Once parts are retrieved, we will refund the cost of the parts. Labour fees are non-refundable as the work has been performed.
❌ Customer Refuses Parts Removal
If you refuse to allow our technician to retrieve installed parts, no refund will be issued. Parts must be returned for any refund consideration.
⚠️ Repairs Without Parts (Goodwill Refund)
For repairs that did not require parts replacement, we may offer a goodwill refund of up to 50% of the labour cost if you are genuinely dissatisfied. This is offered at our sole discretion as a gesture of good faith.
❌ No-Show / Refused Access
If our technician arrives at the scheduled time and you are not present, refuse to open the door, or fail to provide access to the appliance, you are responsible for paying the full service fee. No refund will be issued.
❌ Voided Service (Third-Party Interference)
Our service warranty and refund eligibility are immediately voided if:
- You hire another technician to work on the appliance after our service
- You attempt repairs yourself after our work was completed
- The appliance is modified, tampered with, or disassembled by anyone other than our technician
- Parts installed by us are removed or replaced by anyone else
In these cases, no refund will be issued and our 90-day warranty becomes invalid.
How to Request a Refund
To request a refund, follow these steps:
Step 1: Contact Us Within 48 Hours
Refund requests must be submitted within 48 hours of service completion. Contact us by:
- Phone: +1 (416) 831-8038
- Email: [email protected]
- Contact form
Step 2: Provide Required Information
- Original invoice or receipt
- Date of service
- Detailed reason for the refund request
- Photos or video evidence if applicable
Step 3: Investigation
Our team will investigate your refund request. This may include:
- Reviewing the service notes from your appointment
- Scheduling a follow-up visit at no charge to verify the issue
- Consulting with the technician who performed the original service
- Determining eligibility based on this Refund Policy
Step 4: Resolution
Once our investigation is complete, we will inform you of our decision within 5-7 business days. If approved:
- Refunds are processed to the original payment method
- Credit card refunds typically appear within 5-10 business days
- e-Transfer refunds are processed within 1-2 business days
- Cash refunds may be processed by check or e-Transfer
Disputed Charges
If you believe a charge on your invoice is incorrect, please contact us before initiating a chargeback with your credit card company. We are committed to resolving disputes fairly and quickly.
Initiating a chargeback without first contacting us may delay resolution and could result in:
- Suspension of warranty coverage
- Refusal of future services
- Collection of unpaid balances if the chargeback is reversed
Refund Timeline Summary
- Refund Request Window: 48 hours after service completion
- Decision Notification: 5-7 business days from request
- Approved Refund Processing: 5-10 business days (varies by payment method)
- Total Time (Worst Case): Approximately 2-3 weeks from request to receipt
Important Notes
- All refund decisions are made at the sole discretion of Timeless Appliance Repair
- This policy does not affect your statutory rights under Ontario Consumer Protection Act
- Refunds are issued in Canadian Dollars (CAD)
- Service taxes (HST) are refunded proportionally with the service amount
- Promotional discounts and coupon savings are factored into refund calculations
Related Policies
Please review these related documents for complete information:
- Cancellation Policy — for cancellation fees before service
- Warranty Policy — for 90-day repair warranty
- Terms & Conditions — for service agreement details
Need to Discuss a Refund?
Our team is here to help — contact us right away:
Timeless Appliance Repair
📞 +1 (416) 831-8038
📧 [email protected]
🕐 Mon-Sat: 7AM-11PM | Sun: 4PM-7PM