Our Policies
Our goal is to provide dependable, high-quality HVAC services while maintaining clear and honest communication with every customer. At Paul’s Heating & Cooling, we respect your time, your property, and your trust in us. To ensure the best experience possible, please read our service policies and terms of use. Scheduling an appointment signifies your acceptance of the following policies.
Reservations:
To ensure availability, we recommend booking your appointment as early as possible. You will receive an email reminder the day before your appointment and a message when the technician is on their way. If our system fails and you do not receive a reminder, you are still responsible for your appointment.
Please notify our office of any accessibility limitations or special accommodations needed in advance.
Cancellation Policies and Fees:
Your scheduled appointment is reserved for you. However, we understand that you may have to occasionally cancel an appointment with us. We value your business and request that you respect the scheduling policies as outlined here.
As a courtesy to our customers and staff, it is company policy for all patients to give at least 24 hours’ notice of cancellation by phone. Any cancellations given with less than 24 hour’s advance notice are subject to the cancellation fee amounting to the full cost of the service. Customers who miss their appointments without giving any prior notification will be charged in full for the scheduled service.
We recognize that the time of our customers and staff is valuable and have implemented this policy for this reason. This courtesy enables us to compensate our employees for their time and maintains a higher availability of our time for you as well as others. When you miss an appointment with us, we not only lose your business, but also the potential business of other customers who could have scheduled an appointment for the same time. For these reasons, we are obligated to compensate our staff for their time as well as make up for lost revenue.
Missed Appointments:
You will receive an email the day before your scheduled appointment and a notification when our technician is on the way. If no one is present when the technician arrives, and the appointment cannot be completed, a $80 surcharge will apply.
Accessibility of Equipment:
All equipment must be accessible prior to the appointment. If the technician cannot access the necessary systems due to obstructions, lack of access, or other issues, an $80 surcharge will be applied.
Deposits:
Deposits for installations or major repairs are non-refundable. Final pricing will be confirmed before service begins.
Appointment Attendance:
At the time of your scheduled appointment, a person 18 years or older must be present at the home to allow access and discuss any service details with the technician. If no one is available, the appointment will be considered missed, and a surcharge may apply.
Third-Party Work:
Paul’s Heating & Cooling is not responsible for work performed by other service providers. Any damage or malfunctions caused by another company’s installation or service is not covered by our warranty or liability.
Repair Warranty:
All repairs come with a 30-day labor warranty. Repairs beyond this period are billable.
Pricing & Payments:
Service rates are outlined clearly on our website. Prices are subject to change and will be confirmed prior to service. All services must be paid for in full at the time of completion unless other arrangements have been made.
Privacy & Data:
We value your privacy and do not sell or distribute personal information. Information collected is used solely to provide HVAC services and customer support.
Customer Relationship:
We reserve the right to refuse service for any reason, including unsafe working conditions or inappropriate behavior. All customers must agree to maintain respectful and professional conduct.
