Service Policies

Order & Cancelation Policy

To ensure efficient service for all customers:

Modifications: Please notify us of any appointment changes at least 3 hours before the scheduled time.
Cancellations: Cancellations must be made by phone with at least 24 hours’ notice. Late cancellations may incur a service call fee to cover the missed opportunity to serve another customer.

Subsequent Visit Policy

At TechVill, we strive to complete all repairs during the initial visit. However, due to various factors such as the environment, type of use, and complexity of the issue, a full repair may occasionally require multiple visits.

When a Subsequent Visit is Needed:

While our goal is to resolve issues on the first visit, some circumstances may require follow-up appointments.

1. Complex Issues: Some repairs involve layered diagnostics and may need a second visit. You will always be informed in advance.

2. New Problems: Occasionally, resolving one issue may reveal another. We will explain the situation and confirm next steps with you.

We maintain a 98.5% success rate for first-visit resolutions.

Parts Return Policy

Customer Decision: If you decide not to continue with the repair, we will return any eligible parts and charge only for labor.
Manufacturer Limitations: Some parts, especially from high-end brands, are non-returnable. In these cases, full charges for parts and labor will apply.

Customer Communication

We commit to clear and timely updates about your service.
If further repairs are needed, we’ll present your options so you can make an informed decision.

Customer Responsibilities

Report any recurring issues as soon as possible to qualify for follow-up support.
Ensure the appliance is accessible during the appointment.

Promotion & Discount Policy

Promotions and discounts cannot be combined or applied retroactively.
Discounts are not redeemable for cash, and cannot be used on taxes or part costs.
TechVill Ottawa reserves the right to change or end promotions without prior notice.

Missed Visit / Incorrect Address Policy

If no one is present to allow technician entry, a missed visit fee of $169 + HST will apply.
If the service address is incorrect or incomplete (e.g., missing unit number), a full service call fee may be charged.

Service Time Flexibility Policy

We strive for punctuality, but due to the unpredictable nature of appliance repair, exact times cannot be guaranteed. Delays may occur due to:

Extended prior appointments
Weather or traffic
Parts availability

Free Check-Up Policy

Applies to the same issue reappearing within 3 months of the original visit.

Covered: Only the same issue qualifies.
Not Covered: New problems or misuse-related failures.
No Charge: The revisit will be free if conditions are met.

Pet Policy

For technician safety, all dogs must be kenneled or in a separate room during service. If this condition is not met, the visit will be considered complete, and a standard visit fee will apply.