Refund & Warranty Policy

Effective date: January 15, 2026. This policy applies to all residential and commercial service calls performed by ProLaundry Repair within the United States.

1. Summary

Every repair performed by ProLaundry Repair is covered by a 90-day parts and labor warranty. If the same issue returns within that window, we come back and fix it at no charge. Refunds on completed repairs are issued only in limited situations described below. Diagnostic fees, emergency surcharges, and special-order parts have their own terms.

2. Diagnostic Fees

The diagnostic fee covers travel and the full on-site inspection of your equipment. This fee is:

• Charged at the time of the visit
• Credited toward your invoice if you approve the recommended repair
• Not refunded if you decline the recommended repair, because the visit has already taken place
• Refundable only if we fail to perform the diagnostic visit at all, or if we determine during the visit that the equipment is outside our service scope

3. Repair Warranty

Repairs we perform are covered by a 90-day warranty from the date of service. During this period, if the same problem recurs, we will:

• Return to the service location at no charge for the labor
• Replace any part we installed that has failed under normal use, at no charge for the part
• Re-test the machine after the corrective work is complete

The warranty is tied to the original equipment, not the property, and does not transfer if the machine is relocated by anyone other than our team.

4. How to File a Warranty Claim

To file a warranty claim, contact us by phone or email within the 90-day window:

• Phone: (718) 871-7545
• Email: [email protected]

Please provide the original invoice number, the date of service, and a description of the recurring issue. We will schedule a return visit, typically within 24 to 72 hours, and assess the equipment at no charge. If the issue is covered by warranty, we complete the corrective work at no additional cost.

5. Refunds on Completed Repairs

Because service work involves time, travel, and installed parts that cannot always be recovered, refunds on completed repairs are limited. We issue full or partial refunds in the following situations:

• The wrong part was installed due to our error, and we cannot correct it with a replacement
• The repair was not performed at all, but you were charged
• We determine the repair is not fixable and no parts were installed, in which case only the labor portion is refunded
• A billing error resulted in an overcharge

We do not issue refunds simply because a client changes their mind after the work has been completed and tested. Approved refunds are processed to the original payment method within 5 to 10 business days.

6. Parts and Special Orders

Special-order parts are non-returnable once ordered from the supplier, because they are purchased specifically for your equipment. If you cancel a repair after a special-order part has been ordered, you are responsible for the cost of the part plus any restocking fees charged to us by the supplier. Standard parts installed during a completed repair are covered by the repair warranty described in Section 3.

7. Maintenance Plans

Maintenance plans are billed monthly or quarterly, depending on the tier you select. Plan terms are as follows:

• You may cancel at any time with written notice
• Visits already performed are non-refundable
• Prepaid plan amounts for future visits are refunded on a prorated basis at the per-visit rate, not the discounted monthly rate
• Emergency coverage ends on the effective date of cancellation

If you pause a plan seasonally, unused visits may be scheduled in the following period at our discretion, but are not converted to cash refunds.

8. Emergency and After-Hours Service

Emergency and after-hours surcharges are not refundable once a technician has been dispatched, because the on-call resource has already been committed. If we are unable to dispatch a technician at all, the emergency surcharge is refunded in full. If we arrive and the equipment is outside our scope, only the diagnostic portion applies and the emergency surcharge is refunded.

9. Disputed Charges

If you believe you were charged incorrectly, contact us before initiating a payment dispute. Our billing team will review the invoice, service records, and any signed estimates, and respond within five business days. Most billing issues are resolved with a correction, adjustment, or partial credit rather than a full refund.

10. Chargebacks

If you initiate a chargeback with your card issuer, we reserve the right to provide your card issuer with the service documentation, signed estimate, and communication records related to your account. We encourage you to contact us first, as chargebacks generally take longer to resolve than a direct billing correction.

11. What Is Not Covered

The following are not eligible for refund or warranty coverage:

• Damage caused by misuse, overloading, or failing to follow manufacturer guidance
• Damage from power surges, floods, or other external events
• Damage caused by a third party after our visit
• New, unrelated failures of the same machine after a completed repair
• Cosmetic wear that does not affect equipment operation
• Machines relocated to a new address without our involvement
• Equipment serviced by someone else after our repair

12. Changes to This Policy

We may update this policy periodically. The effective date at the top of this page reflects the most recent update. Material changes apply to service calls performed after the effective date.

13. Contact Us

For warranty claims, refund questions, or billing disputes, contact us:

• Email: [email protected]
• Phone: (718) 871-7545
• Mail: ProLaundry Repair, 458 Cozine Ave, Brooklyn, NY 11208