Effective Date:
This policy outlines the terms for products and services provided by Riley Plumbing, Heating, and Air. This policy is designed to comply with contractor standards in Nevada and California.
1) Service Cancellations & Deposits
- Before Work Starts: If you cancel before equipment is ordered and before work begins, we will refund your deposit minus any non-refundable costs incurred (e.g., permit fees, dispatch fees, or administrative processing).
- After Equipment is Ordered: You are responsible for all costs we cannot recover, including supplier restocking fees (typically 15–25%), shipping/handling, and the full cost of any custom or special-order items.
2) Product Returns
- Installed Equipment: Once a product (AC unit, furnace, water heater, fixture, etc.) is installed, it is considered a “fixture” and is not returnable.
- Uninstalled Items: Standard-stock, uninstalled products may be returned within 14 days if they are in original, unopened packaging and resalable condition. Returns are subject to a restocking fee.
- Special Orders: Custom or special-order items are non-returnable.
3) Service & Diagnostic Fees
- Diagnostic and service fees cover the technician’s time, travel, and expertise. These fees are non-refundable once the technician has arrived and performed the assessment or service.
4) 1-Year Limited Workmanship Warranty (Labor)
We provide a one (1) year limited workmanship warranty on our labor, starting from the date of service completion.
- Coverage: If a defect in our installation or repair labor occurs within one year, we will repair the workmanship issue at no labor charge.
- Legal Note: This warranty is in addition to, and does not limit, any statutory rights you may have under California or Nevada law.
5) Manufacturer Warranties (Parts & Equipment)
- Most equipment (HVAC units, water heaters, etc.) is covered by a Manufacturer’s Limited Warranty on parts.
- After our 1-year workmanship warranty expires, the manufacturer’s warranty takes over for eligible parts.
- Note: Manufacturer warranties typically do not cover labor, refrigerant, or shipping costs after the first year.
6) NO WARRANTY: Stoppages, Clogs & Drain Backups
There is NO warranty provided for drain stoppages, clogs, or sewer backups.
- Because we cannot control what is introduced into the drainage system after our technician leaves (e.g., foreign objects, grease, wipes, root intrusion, or structural pipe failure), all drain cleaning services are considered “point-in-time” solutions.
- Once the line is cleared and tested, our responsibility ends. Any future stoppages will be treated as a new service call at standard rates.
7) General Exclusions
Our workmanship warranty does not cover:
- Lack of Maintenance: Issues caused by dirty filters, neglected service, or failure to follow manufacturer operating instructions.
- Pre-existing Conditions: Failures caused by undersized ducting, old wiring, corroded pipes, or code violations not part of our original scope of work.
- Acts of God: Damage from freezing, floods, lightning, power surges, or pests.
- Third-Party Tampering: Any work altered or repaired by anyone other than Riley Plumbing, Heating, and Air.
- Consumables: Filters, batteries, and light bulbs.
8) How to File a Claim
To request warranty service, you must provide:
- Your original service invoice number.
- The Model and Serial Number of the equipment (Mandatory).
- Access for our technician to inspect the system.
If our inspection determines the issue is not related to our workmanship (e.g., a failed part or homeowner neglect), standard diagnostic and repair rates will apply.