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    Appliance Sales, Delivery, & Installation Terms of Service Agreement

    Thank you for choosing Santa Cruz Appliance! We appreciate your business and the trust you place in us for your appliance needs. We are committed to providing exceptional service and ensuring that every customer’s experience is handled with professionalism and care. This Appliance Sales, Delivery, and Installation Terms of Service Agreement (“Agreement”) is entered into between Santa Cruz Appliance Repair, an S-Corporation doing business as Santa Cruz Appliance (“Company”), and the purchaser (“Customer”). By placing an order, approving a quote, or accepting delivery or installation services, Customer agrees to be bound by the terms below.

    • Pricing & Payment: All prices are final once a quote is approved, signed, and the order is placed. Failure to complete payment—including chargebacks, reversed payments, or insufficient funds—constitutes a breach of this Agreement. To the extent permitted by California law, Customer agrees to be responsible for reasonable costs of collection, including attorneys’ fees. Santa Cruz Appliance reserves the right to cancel orders at any time.
    • Warranty: Santa Cruz Appliance does not manufacture the products sold and provides no independent warranty except as expressly stated herein. Products are covered by applicable manufacturer warranties. To the extent permitted by California law, any implied warranties are limited to the duration of the manufacturer’s warranty. Note: Many, but not all manufacturers, require an initial service call to diagnose or assess the damage or issue reported by the Customer and include a one-year parts and labor warranty.
      Santa Cruz Appliance may provide warranty repair service in accordance with the manufacturer’s policies. If the Company is not an authorized provider at the time of service, the manufacturer may assign service to an authorized provider at their sole discretion. Customers should contact the manufacturer directly for warranty claims unless otherwise instructed. If a third-party warranty has been purchased, Customer is responsible for submitting claims. Company will assist when permitted and when requested by the Customer. Nothing in this Agreement limits Customer’s rights under applicable California consumer protection laws.
    • Cosmetic Issues: Customer must inspect products upon receipt. Any cosmetic issues, including but not limited to scratches, dents, or broken parts, must be reported within 48 hours of in-store pick-up, delivery, or installation. The Company in accordance with the manufacturer will advise or remedy the cosmetic issue when applicable by the law.
    • Damage During Shipping: All shipments are insured. If a product arrives damaged, Customer should refuse delivery. Damaged products will be repaired or replaced, and installation/delivery will be rescheduled at no charge.
    • Return Policy: If a return is necessary, please contact us using the information on our Contact Us page. Non-built-in appliances may be returned within 7 days of purchase if: The product is unused and uninstalled, in original packaging, and in new condition. Note: A minimum 25% restocking fee applies, delivery, installation, and handling fees are non-refundable, and additional pickup fees may apply. Products that have been opened, installed, or are non-defective are not eligible for return. Customers are responsible for all return-related costs. Nothing in this policy limits Customer’s rights under applicable California law for defective products.
    • Special Orders: Special order items (non-stock products) canceled after ordering are subject to a minimum 35% restocking fee. Once received, special order items are non-returnable, except as required by law.
    • Built-In Appliances: All sales of built-in appliances are final once the order has been placed, except as required by applicable law, including for defective products. A built-in includes, but is not limited to: Wall ovens, cooktops, OTR microwaves or drawers, cabinet-ready appliances, cooktops, and hood vents.
    • Fit & Measurement: Customer is responsible for verifying that products will fit the intended installation space. While Company may provide measurements or guidance, all measurements are estimates. Final verification is the Customer’s responsibility. Optional measurement services may be provided for a non-refundable fee of $100, which may be applied to the purchase. If a product does not fit the intended space, the Customer may need to make modifications to the installation area at their own expense. Santa Cruz Appliance is not responsible for any costs associated with such modifications. We recommend consulting with a qualified contractor to assess your installation requirements.
    • Delivery & Installation: 9A. Site Preparation: Customer is responsible for ensuring the following PRIOR to delivery and/or installation appointment: A clear and safe path for delivery (free of debris, furniture, personal belongings), Accessible and functional utilities (water, gas, electrical), and Properly prepared installation area. If installation cannot be completed due to site conditions, installation fees will be refunded, but delivery fees will still apply. Customer is responsible for any necessary repairs or upgrades to the installation environment/fixtures. When the site is prepared, a second trip may be dispatched. 9B. Standard of Care & Property Conditions: Santa Cruz Appliance will exercise reasonable care during delivery and installation. Company is responsible for damage caused by its failure to use reasonable care. However, Company is not responsible for: Pre-existing conditions, Concealed or latent defects, Inadequate plumbing, electrical, or structural conditions, and/or Customer-provided hookups. Customer acknowledges that delivery and installation involve inherent risks, and agrees that Company is not responsible for issues arising from conditions beyond its control. Customer agrees to indemnify the Company for claims arising from unsafe or non-compliant site conditions. If using a third party for delivery and installation, terms for services rendered does not reflect Santa Cruz Appliance and therefore cannot be afforded accommodations provided herein. The third party hired by the Customer is solely responsible for any improper installation, damage, or inaccurate measurement of the appliance(s). 9C. Non-Standard Conditions: If delivery or installation cannot be completed due to space limitations or unsafe conditions, the product may be returned to the warehouse or held until corrections are made. Delivery and installation fees are non-refundable once service has been attempted, except in cases of product damage. Additional service charges may apply. 9D. Additional Service Trips: A secondary trip fee (minimum $75) may apply if: The Customer is not present and access is not provided, the site is not prepared, additional work is requested after completion requiring an additional trip.
    • Appliance Holds: Appliances held for more than 14 days may, at Company’s discretion, be treated as a return and subject to applicable fees, whether it pertains to all clauses. A storage fee of $25 per week may apply after 14 days.
    • Rebates & Manufacturer Policies: All rebates are the responsibility of the Customer. Company is not responsible for lost, delayed, or incomplete submissions. Please refer to the terms and conditions listed on the rebate form details provided by the manufacturer. Certain manufacturers may have stricter policies than those stated herein. In such cases, manufacturer policies will apply.
    • Limitation of Liability: To the maximum extent permitted by California law, Company’s total liability for any claim arising out of or relating to this Agreement shall not exceed the amount paid by Customer for the product or service giving rise to the claim. Company shall not be liable for indirect, incidental, or consequential damages, including loss of use, delay, or property damage, except where required by law.
    • Force Majeure: Company shall not be liable for delays or failure to perform due to events beyond its reasonable control, including but not limited to natural disasters, supply chain disruptions, labor shortages, transportation delays, etc.
    • Dispute Resolution, Binding Arbitration, & Governing Law: The parties agree to first attempt to resolve any dispute informally. If a dispute cannot be resolved, it shall be submitted to binding arbitration in Santa Cruz County, California, administered by a recognized arbitration provider. Each party shall bear its own attorneys’ fees unless otherwise required by law. To the extent permitted by law, both parties waive the right to a jury trial and to participate in any class action. This Agreement shall be governed by the laws of the State of California.
    • Entire Agreement, Execution, & Acknowledgment: This Agreement constitutes the entire agreement between the parties and supersedes all prior discussions. It may be executed electronically in accordance with the U.S. Electronic Signatures in Global and National Commerce Act (E-SIGN Act). By placing an order, approving a quote, and/or signing below or digitally, Customer acknowledges that they have read, understood, and agreed to the terms of this Agreement.