Terms and Conditions.

Acceptance and scope

These Terms and Conditions (the “Terms”) form an agreement between you and QEX Home Services Inc., operating as QEX Appliance Repair (“QEX,” “we,” “us” or “our”). They apply when you access qexappliance.com, call or message QEX, submit a booking request, authorize diagnostic or repair work, order a part, make a payment, use a promotion or request warranty service.

By using the website or requesting or authorizing service, you confirm that you have read and accepted these Terms, together with our Privacy Policy, Cancellation Policy and the warranty terms written on your invoice. If you do not accept them, do not use the website or request service.

Nothing in these Terms limits a right or remedy that cannot lawfully be waived under Ontario consumer-protection legislation or other applicable law.

Website use

The website is provided for lawful personal and household use. Website information is general and may not reflect the condition of a specific appliance. Online forms create a service request only; they do not guarantee an appointment, arrival time, diagnosis, repair, part availability or same-day completion.

• You may not copy, republish, sell, scrape, frame or commercially exploit website content without written permission.
• You may not interfere with website security, submit false information, impersonate another person or use the website for unlawful activity.
• QEX names, logos, page designs, photographs and original content are owned by QEX or used with permission.
• Website content may contain technical, typographical or availability errors and may be corrected without notice.

Service requests

A request is subject to technician capacity, service area, appliance type, required licensing, parts availability, weather, traffic and safe access. “Same-day service” means QEX will attempt to offer service on the day requested when capacity exists; it is not a guarantee.

You authorize QEX to assign a qualified technician and to contact you using the phone number or email supplied. QEX may decline, reschedule or stop a job that is outside scope, unsafe, inaccessible, abusive, unlawful or requires licensing or equipment not available for that appointment.

Appointments and access

• Appointment times are service windows, not exact arrival guarantees.
• An adult who is at least 18 and authorized to approve work must be present or reachable.
• You must provide safe, clear and lawful access to the appliance, electrical panel, shut-off valves and surrounding work area where required.
• Pets, children, valuables and hazards must be secured away from the work area.
• Delays caused by traffic, weather, earlier jobs, building access or emergencies do not create a right to compensation.

Diagnostic fees and estimates

The standard diagnostic service-call fee starts at $99 plus HST per appliance, unless a different amount is disclosed before attendance because of location, appointment timing, appliance type, access, specialty equipment or job complexity.

• The diagnostic fee pays for attendance, inspection and diagnosis and is due even if no repair is authorized or the appliance is not economically repairable.
• When the quoted repair is approved and completed by QEX, the diagnostic fee is credited toward eligible repair labour. It is not a cash refund and does not reduce parts, taxes or unrelated charges.
• Estimates are based on conditions visible and testable at the time. Hidden damage, incorrect model information, additional faults or changed scope may require a revised estimate.
• An estimate is valid for the period stated on it and remains subject to part price and availability until the required deposit is paid.

Repair authorization

Work beyond diagnosis begins only after approval by the customer or an authorized representative. Approval may be written, electronic or verbal where documented by QEX. By approving, you accept the described scope and price.

• A new or revised approval is required for material work outside the accepted scope.
• Completing one repair does not guarantee that another aged, damaged or unrelated component will not fail later.
• If a safe or reliable repair cannot be completed, QEX may stop work and recommend additional service, replacement or a licensed specialist.
• Removed parts may be discarded after completion unless you request their return before work begins and return is lawful and safe.

Parts and special orders

QEX may require a deposit before ordering parts. Delivery dates are estimates controlled by suppliers and carriers. A delayed, discontinued, backordered or incorrect supplier part may require rescheduling or cancellation of the parts order.

• Special-order, opened, installed and electronic parts may be non-returnable or non-refundable, subject to applicable law.
• If a return is accepted by the supplier, the disclosed supplier restocking, shipping or handling charge may be deducted.
• Customer-supplied parts are installed only if QEX agrees in advance. QEX does not warrant their quality, compatibility or performance.
• QEX is not responsible for manufacturer or distributor delays outside its reasonable control.

Payment and taxes

Payment is due when stated on the estimate or invoice. Accepted methods currently include Visa, Mastercard, debit and cash. All prices are in Canadian dollars and subject to applicable HST unless expressly stated otherwise.

• You authorize QEX to charge approved diagnostics, labour, parts, deposits, taxes and disclosed additional fees.
• A deposit is applied to the related job and may be non-refundable once a special-order part has been ordered or another committed cost has been incurred.
• A payment dispute or chargeback does not cancel a valid debt for authorized and completed work.
• Unpaid balances may be pursued using lawful collection remedies, including reasonable recovery costs where permitted by law.

Coupons and promotions

Unless a specific offer states otherwise, coupons apply to one eligible completed repair, not to the diagnostic fee, parts, HST, deposits, installation-only work or additional charges. Offers have no cash value, cannot be combined and must be claimed before invoicing.

• The $25 online-booking offer requires submission of the QEX booking form before the appointment and applies once per household.
• The senior offer applies to eligible repair labour for customers age 65 or older and may require identification.
• A written-quote offer requires a current, verifiable and comparable quote for the same appliance, scope, parts and warranty before work begins.
• Eligibility is confirmed by QEX before the final invoice. Expired, altered, duplicated or inapplicable offers may be refused.

Cancellation and missed access

Cancel or reschedule by speaking with QEX dispatch at least three hours before the scheduled appointment window. Late cancellation, cancellation after dispatch, failure to provide access or a missed appointment may result in a charge starting at $99 plus HST.

Parts deposits and committed supplier charges remain governed by the parts terms above. Full details appear in the Cancellation Policy.

Repair warranty

Warranty applies only to the specific repair work and part repaired or replaced by QEX, for the period written on the paid invoice. Warranty is not transferable unless QEX confirms otherwise in writing.

• Warranty does not cover unrelated failures, other parts, clogs, foreign objects, misuse, neglect, pest damage, power or water events, unauthorized work or use contrary to manufacturer instructions.
• Warranty does not cover food loss, water damage, laundry costs, loss of use, business interruption or other indirect or consequential expense.
• QEX must be given a reasonable opportunity to inspect and correct an eligible warranty issue before outside work is arranged.
• A repeat symptom caused by a different failed part is a new repair and is not automatically covered.

Additional claim requirements appear in the Warranty Policy and on the invoice.

Customer responsibilities and safety

• You confirm that you own the appliance or are authorized by the owner to request and approve service.
• You must disclose known leaks, electrical problems, gas concerns, previous repairs, modifications, error codes and unsafe conditions.
• Appliances must be reasonably clean and accessible. Additional labour may be quoted for stacked, built-in, obstructed or unusually heavy units.
• QEX may stop work if it identifies unsafe wiring, gas, water, structural, pest, mould, asbestos, biohazard or code-related conditions.
• Gas, electrical, plumbing or structural work outside the authorized appliance-repair scope may require another properly licensed trade.

Property protection and limitation of liability

QEX technicians will use reasonable care in the work area. You must disclose fragile, damaged, uneven or valuable surfaces and protect or remove nearby items. Moving a built-in, tightly fitted or heavy appliance may reveal or worsen pre-existing damage that could not reasonably be observed beforehand.

To the maximum extent permitted by law, QEX is not liable for indirect, incidental, special or consequential losses such as food spoilage, loss of use, missed work, lost profit or replacement accommodation. QEX remains responsible where liability cannot lawfully be excluded, including proven direct loss caused by QEX negligence. Any lawful limitation will be applied only to the maximum extent permitted under Ontario law.

Privacy and electronic communications

QEX collects and uses booking, contact, service, appliance, payment and communication information to schedule and perform service, process payment, administer warranty and operate the business as described in the Privacy Policy.

By supplying contact information, you consent to service-related calls, texts and emails. Transactional messages are not marketing messages. Marketing communications, where used, are subject to separate consent and applicable Canadian anti-spam law.

General legal terms

• Third-party links: QEX is not responsible for external websites, payment services, manufacturers or suppliers linked from the website.
• Website disclaimer: the website is provided on an “as available” basis without a guarantee that it will always be uninterrupted, secure or error-free.
• Changes: QEX may update these Terms by posting a revised date. Terms accepted for a completed transaction remain subject to applicable law and the job documents.
• Governing law: these Terms are governed by the laws of Ontario and the applicable federal laws of Canada. Courts with jurisdiction in Ontario will hear disputes, subject to any mandatory consumer forum or right.
• Severability: if one provision is unenforceable, the remaining provisions continue to apply.
• Entire agreement: these Terms, the accepted estimate, invoice, Privacy Policy, Cancellation Policy and written warranty form the agreement for the applicable service.

Contact information

Questions about these Terms or a QEX service record should include the customer name, service address and invoice or booking reference where available.

By continuing to use the website or by requesting or authorizing service, you acknowledge that you have read and agree to these Terms and Conditions.