General Terms and Conditions of Service

These General Terms apply to all diagnostic, repair, installation, maintenance and related services provided by KONGRA LLC (“KONGRA,” “we,” “us”). Specific work orders, estimates, invoices or contracts may include additional or superseding terms.

01Scope of services

KONGRA provides diagnostic, repair, installation, maintenance and technical service for appliances, commercial kitchen equipment, refrigeration, HVAC systems, and related machinery, within KONGRA’s legal license, insurance and practical service scope. Some work may require a properly licensed specialist, OEM support, or a certified integrator.

02Independent service company

KONGRA LLC is an independent service company. KONGRA is not affiliated with, endorsed by, or authorized by any appliance, equipment or product manufacturer unless expressly stated in writing. Manufacturer and brand names are used only to identify the equipment KONGRA may diagnose or service.

03Diagnostic and service call fee

• A paid diagnostic / service call fee applies to on-site visits.
• The diagnostic fee amount is disclosed before service through the booking page, work order, estimate, invoice or written communication.
• The diagnostic fee covers on-site travel, inspection and initial assessment. It does not include repair labor, parts, follow-up visits or additional diagnostics beyond the initial visit.
• Additional diagnostics, disassembly, testing, refrigerant recovery, electrical testing, controls diagnostics or advanced troubleshooting may require additional labor charges disclosed in the estimate.

04Estimates and approval

• An estimate is provided after inspection whenever reasonably possible.
• Repair work begins only after Customer approval.
• Estimates are based on information available at diagnosis. Hidden, intermittent, additional or previously undetected issues may be discovered once work begins and may require a revised estimate and separate approval.
• Estimates may expire if parts pricing, supplier terms, equipment condition or other factors change.

05Payment terms

• Payment is due upon completion of service unless otherwise agreed in writing.
• Accepted payment methods are disclosed at time of service or on the invoice.
• Payment card information is processed by third-party payment processors and is not directly stored by KONGRA.
• Late, unpaid, or disputed amounts may accrue interest and collection costs as permitted by law.

06Booking, payments and anti-phishing

Online booking is handled through Square. KONGRA does not request passwords, login credentials, bank login information, private keys or other unnecessary sensitive account-access information through this website, by phone, by email or by text message.

07Deposits, special-order and non-refundable parts

• For appliance repairs and other work not subject to California home improvement down-payment limits, the required deposit may include the cost of parts, shipping, diagnostic/service fee, and a portion of labor.
• For any job subject to California home improvement contract laws, deposit and payment schedules will be limited as required by applicable law.
• Special-order parts, electronic boards, control boards, compressors, sealed-system parts, custom parts, electrical parts, non-stock parts, backordered parts, and parts that cannot be returned to the supplier are non-refundable once ordered.
• If Customer cancels an approved repair after parts have been ordered, Customer is responsible for the cost of the parts, shipping, handling, restocking fees, return shipping, supplier fees, and the service call fee.

08Backordered, unavailable and discontinued parts

• KONGRA is not responsible for supplier delays, manufacturer delays, discontinued parts, incorrect manufacturer information, shipping delays or parts availability issues.
• If a required part is unavailable, discontinued, delayed or backordered, KONGRA may provide options where available, including waiting for the part, using an alternative part, revising the estimate or cancelling the repair.
• Special-order and backordered parts may remain non-refundable depending on supplier terms.

09Replaced parts and core charges

Customer has the right to request return of replaced parts where required by applicable law and where return is reasonably possible. If Customer wants replaced parts returned, Customer must request this in writing before the repair is completed. Otherwise, Customer authorizes KONGRA to dispose of, recycle, return, or retain replaced parts. Some electronic boards, compressors, motors and other components may be subject to a manufacturer or supplier core charge. If a core charge applies and the old part is missing, damaged, not returned, altered or rejected by the supplier/manufacturer, Customer agrees to pay the applicable core charge.

10Customer-supplied parts

• KONGRA may refuse to install customer-supplied parts.
• If KONGRA agrees to install a customer-supplied part, KONGRA does not warranty the part, its compatibility, quality, performance, safety or manufacturer claims.
• Labor charges apply even if the customer-supplied part is defective, incorrect, incompatible, used, damaged or fails after installation.

11Moving appliances and access risks

Moving appliances, built-in units, heavy equipment, refrigerators, ranges, washers, dryers, dishwashers, ice machines, wine coolers, cooktops and similar equipment involves risk of damage to floors, cabinets, countertops, trim, panels, walls, doors, plumbing, water lines, gas lines, electrical connections, appliance feet, casters, panels, handles, glass or other surrounding areas. KONGRA is not required to move an appliance if doing so appears unsafe, unreasonable or likely to cause damage. Customer is responsible for removing valuables, clearing access, protecting floors and furniture, and advising the technician of fragile, high-value or sensitive materials. KONGRA is not responsible for damage caused by pre-existing conditions, improper installation, lack of clearance, hidden fasteners, deteriorated flooring, warped cabinetry, prior repairs or fragile materials, except to the extent caused by KONGRA’s proven negligence.

12Mechanical, water, gas, drain and electrical risks

Appliances and equipment may be connected to building systems including electrical wiring, outlets, breakers, water supply lines, drain lines, gas lines, shutoff valves, ventilation and cabinetry. Service work may reveal or trigger pre-existing failures, leaks, defective valves, brittle hoses, corroded fittings, weak electrical connections or unsafe installation conditions. KONGRA is not responsible for damage caused by pre-existing building-system defects, hidden leaks, defective shutoff valves, corroded connections, improper installation, unpermitted work or unrelated system failures, except to the extent caused by KONGRA’s proven negligence.

13Refrigeration and cooling equipment

Refrigerators, freezers, wine coolers, ice makers and other cooling equipment may fail without warning and may involve complex or intermittent failures. KONGRA is not responsible for food spoilage, wine loss, medication loss, loss of business, loss of use, inconvenience or other consequential damages related to cooling equipment failure, delayed parts, intermittent failures, failed repairs or pre-existing conditions, except where such limitation is prohibited by law. Customer is responsible for protecting perishable items, monitoring temperatures and taking reasonable steps to prevent spoilage.

14Glass, ceramic, cosmetic and fragile components

Glass cooktops, ceramic tops, trim, handles, knobs, panels, plastic parts, shelves, racks, liners, cosmetic parts and aged components may be fragile and may break during normal disassembly, lifting, testing or removal. KONGRA is not responsible for breakage of aged, brittle, previously damaged, glued, seized, corroded or fragile components unless caused by KONGRA’s proven negligence. Cosmetic and non-functional parts are excluded from warranty unless expressly included in the approved estimate.

15Limited warranty

Unless otherwise stated in writing, KONGRA provides the following limited warranty on paid repairs:

• Labor warranty: 30 days from repair completion date.
• Parts warranty: 90 days from repair completion date, or the manufacturer / supplier warranty period, whichever applies and is available.
• Warranty applies only to the specific parts installed and labor performed by KONGRA for the specific issue repaired.

The warranty does not cover:

• Unrelated failures or new issues.
• Intermittent issues not reproduced during service.
• Pre-existing conditions.
• Misuse, abuse, neglect, improper maintenance or customer damage.
• Power surges, electrical problems, plumbing problems, water pressure issues, gas supply issues, ventilation issues or building-system defects.
• Appliance relocation after repair.
• Work performed by others after KONGRA’s repair.
• Customer-supplied parts.
• Cosmetic or non-functional parts.
• Commercial, industrial or rental-property losses unless expressly stated.
• Parts no longer available from the manufacturer or supplier.
• Food, wine, medication, product loss, business interruption, lost profits, loss of use, inconvenience or consequential damages.

Warranty service requires written notice from the Customer within the warranty period and an opportunity for KONGRA to inspect the appliance or equipment. If KONGRA confirms a covered warranty issue, KONGRA may, at its option, repair the issue, replace the defective part, provide a replacement part, or refund the amount paid for the defective part or covered labor. Shipping, diagnostic/service call fees, used parts, discontinued parts, special-order shipping and non-refundable supplier charges are not refundable unless required by law. No warranty applies unless all amounts owed to KONGRA have been paid in full.

16No guarantee of repair outcome

KONGRA will use commercially reasonable skill and care but does not guarantee that any appliance or equipment can be repaired, that repair will be economically reasonable, or that parts will be available. Older, discontinued, poorly installed, previously repaired, heavily used or damaged equipment may continue to fail even after service.

17Limitation of liability

To the fullest extent permitted by law, KONGRA’s total liability for any claim arising out of or relating to the services, parts, repairs, estimates, diagnostics, warranties or these Terms shall not exceed the amount actually paid by Customer to KONGRA for the specific service giving rise to the claim. KONGRA shall not be liable for indirect, incidental, special, consequential, exemplary or punitive damages, including but not limited to food loss, wine loss, medication loss, business interruption, loss of use, loss of profits, loss of revenue, loss of data, inconvenience, emotional distress, substitute services, or property losses unrelated to KONGRA’s proven negligence. Some limitations may not apply where prohibited by law.

18Cancellations, no-show and rescheduling

Customer must provide reasonable notice to cancel or reschedule an appointment. KONGRA may charge a cancellation, no-show, dispatch or late cancellation fee if Customer cancels within the stated cancellation window, fails to provide access, is not present, provides an incorrect address, or prevents the technician from performing the scheduled service. The cancellation window and amount of any cancellation/no-show fee will be disclosed in the booking page, work order, estimate or appointment confirmation.

19California service & repair / home improvement compliance

Some services may be classified under California contractor, home improvement, or service and repair laws depending on the scope, price, location and type of work. If a job is subject to California home improvement contract requirements, a separate California Home Improvement Contract or required statutory notices may be provided and will control over inconsistent terms in these General Terms. If a job is classified as a California Service and Repair contract, the applicable statutory requirements, notices, cancellation rights, payment timing rules and replaced-parts rules will apply. KONGRA may decline, modify, postpone or refer work if required licensing, permits, registration or contract documents are not in place.

20Permits, code compliance and licensed work

Customer is responsible for disclosing any known permit, code, access, HOA, landlord, property manager or building restrictions before service begins. KONGRA will not knowingly perform work outside the scope of applicable licensing, registration or legal authority. Electrical, plumbing, HVAC, gas, structural, built-in installation and home improvement work may require a licensed contractor, permit, inspection or separate agreement.

21Photos, documentation and customer data

Customer authorizes KONGRA to photograph, record, store and use images or video of appliances, equipment, model/serial tags, installation conditions, damage, work areas and completed work for internal documentation, estimates, warranty review, training, quality control, insurance, dispute resolution and service records. KONGRA will not intentionally publish photos showing private living areas, personal information, faces, valuables, addresses or identifying customer information without consent, except as reasonably necessary for warranty, insurance, legal or dispute purposes. KONGRA may collect customer information including name, address, phone number, email, service history, photos, equipment information, communications, payment status and related service records. KONGRA may use third-party platforms for scheduling, payments, messaging, invoices, AI assistance, customer management, accounting and data storage. KONGRA does not sell customer personal information. Payment card data is processed by third-party payment processors and is not directly stored by KONGRA.

22AI and automation

KONGRA may use AI-assisted tools or automation for scheduling, customer communication, estimates, job review, parts research, documentation and internal business operations. AI-assisted outputs are not a substitute for technician judgment, customer approval, applicable law or final company review.

23Communications consent

By providing your phone number, email address or other contact information, you authorize KONGRA to contact you regarding scheduling, estimates, invoices, payments, service updates, technician arrival, warranty, customer support and related transactional messages. You may opt out of marketing messages where applicable, but transactional service communications may still be necessary to complete requested services.

24Disputes and written notice

If you have a concern, dispute, claim, warranty issue, damage claim, billing concern or complaint, you must send written notice describing the issue and requested resolution to:

Customer agrees to give KONGRA a reasonable opportunity to inspect, respond and attempt to resolve the issue before initiating a chargeback, complaint, claim or legal action, except where prohibited by law.

25Chargebacks and payment disputes

Before initiating a chargeback or payment dispute, Customer agrees to contact KONGRA in writing and allow a reasonable opportunity to review and resolve the issue. If a chargeback is initiated after services, parts, diagnostics or repairs were authorized and performed, KONGRA may submit signed work orders, photos, messages, invoices, estimates, payment authorizations, technician notes and other service records to the payment processor, bank, collection agency, court or other appropriate party.

26Entire agreement

These Terms, together with the applicable work order, estimate, invoice, contract, authorization and any attached notices, form the agreement between KONGRA and Customer. If any provision is found unenforceable, the remaining provisions remain in effect.

27Governing law

These Terms are governed by the laws of the State of California, except where federal law or another mandatory law applies.