Refund, Return and Cancellation Policy

Last updated: September 1, 2026

This policy applies to all appliance repair service booked with Prostar Appliance Service — whether scheduled by phone, online or through our booking form. It explains how we handle cancellations, missed appointments, diagnostic fees, completed repairs, parts, and warranty claims.

1. Cancelling or rescheduling an appointment

You may cancel or reschedule at no charge at any point before our technician has been dispatched to your address. Call us at 123-456-7890 as early as you can — the more notice you give, the easier it is to reassign the slot to another customer.

If the technician arrives at the scheduled address within the agreed window and is unable to gain access, or no adult aged 18 or over is present, we reserve the right to charge a trip fee equal to the diagnostic fee. This covers the technician’s travel and the time lost.

2. Diagnostic fee

The diagnostic fee covers the technician’s travel, time and full assessment of your appliance. It is earned once that assessment is completed and is non-refundable regardless of whether you proceed with the repair.

If you approve the recommended repair, the diagnostic fee is credited in full toward the total cost of that repair — you do not pay it on top.

3. Completed repairs

Because appliance repair is a service performed at your property, completed repairs are not subject to cash refunds as a matter of course. Instead, we back every repair with our warranty:

• If the same problem recurs within 12 months of the completed repair, we return and re-perform the work at no charge for labor.
• If a part we installed fails within 12 months (or the manufacturer’s warranty period if longer), we replace it at no charge for the part.
• If we cannot resolve the original problem on a return visit under warranty, we refund the labor portion of the original repair.

Warranty service is available during our normal business hours. Claims must be made by the person named on the original invoice, and you will need the invoice number or job reference.

4. What the warranty does not cover

• A new or unrelated problem, or a second component that fails after our visit.
• Damage from misuse, power surges, flooding, pests, hard water scale, or continued use of an appliance we advised you to stop operating.
• Any work carried out on the appliance by another party after our visit.
• Consumable and wear items — filters, water lines, door gaskets, belts, light bulbs and similar items consumed in normal use.
• Appliances we assessed and disclosed to you as not economically repairable at the time of the visit.

5. Parts

Special-order parts. Parts ordered specifically for your appliance are non-returnable and non-refundable once ordered — manufacturers do not accept them back from independent service companies. If a deposit is collected for a special-order part and you cancel the repair after the order is placed, that deposit is forfeited.

Defective parts. A part that arrives from the manufacturer defective, or that fails within its warranty period through no problem of the user, is replaced at no cost to you.

Parts sold without installation. Uninstalled, unopened stock parts may be returned within 14 days of purchase with the original invoice. A restocking fee of up to 20% may apply. Control boards, electronic components and special-order items cannot be returned once the packaging is opened.

6. Appliances found not economically repairable

If our diagnosis shows that your appliance cannot be repaired safely or economically, we charge only the diagnostic fee. No repair charge applies. We will explain our findings to you clearly, including the reason we reached that conclusion, so you can make an informed decision about replacement.

7. How to cancel, request a refund or make a warranty claim

1. Call 123-456-7890 or email service@prostarapplianceservice.com.
2. Have your invoice or job number, the appliance brand and model, and the date of service ready.
3. Describe the issue clearly, including what has changed since our visit.

We acknowledge every claim within 1 business day and aim to resolve it within 7 business days. Approved refunds are returned to the original payment method and typically clear within 5–10 business days depending on your bank or card issuer.

8. Chargebacks

Please reach out to us directly before filing a chargeback with your card issuer. Nearly every dispute we encounter is faster and simpler to resolve by phone or email than through a card dispute process. We are committed to making it right.

9. Contact

Prostar Appliance Service
Phone: 123-456-7890
Email: service@prostarapplianceservice.com
Hours: 8am-8pm, Monday – Saturday. Closed Sunday.