These Terms and Conditions ("Terms") govern the services provided by Astera HVAC and Appliance Repair ("Company," "we," "us," or "our") to the customer ("Customer," "you," or "your"). By engaging in our services, you agree to the following terms.

Astera HVAC and Appliance Repair offers repair, installation, and maintenance services for HVAC systems and household appliances. Services are provided based on appointment scheduling and availability in your area.

- Appointment Scheduling: Appointments can be scheduled through our website, by phone, or via email. The Company will strive to adhere to all scheduled appointments.
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- Delays or Rescheduling: We may need to reschedule or delay appointments due to unforeseen circumstances such as emergency calls, traffic delays, or technician availability. We will notify you as soon as possible if any changes to your appointment are required.

- Service Fees: Customer agrees to pay for all services provided by the Company, including labor, parts, and any other related fees as outlined in the service invoice.

- We charge a $75 diagnostic fee for evaluating the issue. If the customer decides to proceed with the repair, the diagnostic fee will be waived and applied toward the total cost of the repair. The diagnostic fee is valid for 30 days, giving the customer time to decide on the repair. After 30 days, if the customer chooses to proceed with the repair or requests further services, a new diagnostic fee will be charged.

- Estimates: We provide estimates for the requested services. While we strive for accuracy, actual costs may differ if additional repairs or parts are needed.

- Payment Terms: Payment is due in full upon completion of the service unless otherwise agreed upon in writing. Accepted payment methods include credit cards (with an additional 3% CC fee), checks, Zelle, and other methods as specified by the Company.

- Part Ordering: If a part needs to be ordered, the Customer is required to pay 50% of the invoice upfront for the order to be processed. If the Customer cancels the service after the part has been ordered, the Customer is responsible for any shipping and restocking fees.

- We do provide services for appliances or systems that have been altered or previously worked on, including unsuccessful repair attempts by the customer. However, if the customer has attempted a repair and additional work is required to correct the issue, we charge an extra labor fee. This fee will be determined during the diagnostic visit, and the technician will provide an estimate for the necessary work to complete the repair.

4.1 General Cancellation Policy:

‍- Customers may cancel scheduled service appointments at any time without incurring a cancellation fee.

- We kindly ask that cancellations be made at least 24 hours prior to the scheduled appointment time. 

‍4.2 Parts Ordered for Services:

‍- If specialized parts have been ordered for repair, the Customer is responsible for covering any shipping and restocking fees associated with these parts.

- Shipping Fees: These are non-refundable once the part has been shipped from the supplier.

-Restocking Fees: If the part is returnable, a restocking fee of 15% of the part’s price will be charged, which covers the cost of returning the part to the supplier.

- If the part cannot be returned, the Customer will be required to pay the full cost of the part. 

‍4.3 Refunds and Credits:

‍- For prepaid services or parts, any refund due (after deducting applicable shipping and restocking fees) will be processed within 10 business days from the date of cancellation.

- For service cancellations where no parts were ordered, any deposits made will be refunded in full, provided the cancellation is made within the required timeframe (24 hours before service). 

‍4.4 Rescheduling:

- Customers who wish to reschedule instead of canceling will not incur any cancellation fees, provided they notify us at least 24 hours prior to the originally scheduled service time.

- Rescheduling requests made within less than 24 hours of the scheduled service will be treated as a cancellation and subject to the relevant fees, except at the Company’s discretion. 

‍4.5 Emergency Services:

‍- For emergency services requested outside of normal business hours, the Customer must provide credit card information before the technician is dispatched. If the Customer cancels after the technician has been dispatched, they will be charged 50% of the emergency call-out fee. 

‍4.6 Membership Cancellation Policy:

‍- Cancellation charges will be reasonable and will not exceed a predetermined percentage of the remaining contract value or any other mutually agreed-upon amount.

- If at least one maintenance visit has been completed, a fee of $79 per unit will be applied as a charge for the Astera OneTime Maintenance Service instead of the annual contract payment. This option is valid for 30 days from the date of contract payment.

- After the cancellation of the membership, the Customer will be entitled to a labor discount on their next one-time service with Astera.

- If no maintenance visits have been conducted, the Customer is eligible for a full refund of the amount paid for the contract.

- If the technician has completed any tasks during the initial visit that are not part of the OneTime Maintenance Service, there will be a separate charge.

- To avoid extra charges or penalties, a notice of contract withdrawal must be submitted within 15 days of the contract date. 

‍4.7 Force Majeure:

‍- In cases of unforeseen events beyond the Customer’s control (such as natural disasters or other emergencies), cancellation fees may be waived upon providing proof of such circumstances.
   

- Service Warranty: We offer up to a 1-year warranty on all parts* installed by our technicians. Labor is covered by a 60-day warranty, and the diagnostic fee is valid for 30 days from the service date. If the same issue reoccurs within the warranty period, we will address it at no additional charge. The warranty does not cover damage caused by misuse, accidents, or unauthorized modifications.

- Manufacturer Warranty: Products or parts provided by third-party manufacturers are subject to the manufacturer’s warranty terms. We will assist with any warranty claims but are not responsible for the terms or conditions set by the manufacturer.

- No Warranty on Customer-Provided Parts: If the Customer supplies the part(s) for any repair or installation, Astera HVAC and Appliance Repair will not provide a warranty on either the part or the labor used to install it.

‍* Exclusions for Miele Parts: We do not provide any warranty for Miele parts due to the manufacturer's policy. Miele does not offer any warranty on their parts, and all repairs using Miele parts are completed with this understanding. Customers are responsible for any future part replacement or repairs involving Miele parts.

- Access to Property: The Customer must ensure that the service area is accessible and safe for our technicians. This includes moving furniture, appliances, or other obstacles that may hinder the technician’s ability to perform the service.

- Accurate Information: The Customer is responsible for providing accurate information regarding the appliance or HVAC system to be serviced. Misrepresentation of the issue may result in additional charges or rescheduling.

- Liability for Damages: Astera HVAC and Appliance Repair is not responsible for any incidental or consequential damages resulting from the services provided, including loss of use, loss of business, or any other indirect costs.

- Maximum Liability: Our maximum liability under this agreement is limited to the total amount paid for the service provided.

Astera HVAC and Appliance Repair reserves the right to use qualified subcontractors to fulfill service obligations. These subcontractors will meet our quality and performance standards.

The Company is not liable for any delays, cancellations, or inability to provide services due to circumstances beyond our control, including but not limited to natural disasters, acts of God, strikes, lockouts, labor disputes, civil unrest, or any other events that are outside of the Company’s reasonable control.

We respect your privacy and are committed to protecting the personal information you provide to us. Any personal data collected during the course of service will be used only for service delivery and will not be shared with unauthorized third parties.

In the event of any disputes arising from the services provided or these Terms, both parties agree to first attempt to resolve the issue through good-faith negotiations. If an agreement cannot be reached, the dispute will be submitted to arbitration under the American Arbitration Association (AAA), Chicago Regional Office.

These Terms and Conditions are governed by and construed in accordance with the laws of the State of Illinois. Any legal actions must be filed in the appropriate courts within Illinois.

Astera HVAC and Appliance Repair reserves the right to update or modify these Terms and Conditions at any time. Any changes will be communicated via our website or email, and continued use of our services after such modifications signifies acceptance of the updated Terms.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.