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.

Last updated: September 28, 2026.

01Scope of services

KONGRA provides diagnostic, repair, installation, maintenance and technical service for appliances, commercial kitchen equipment, refrigeration, HVAC systems and related machinery, subject to the agreed scope and applicable requirements. KONGRA coordinates appropriately qualified independent contractors when regulated work requires them. Refrigerant work is performed by certified contractors coordinated by KONGRA. The responsible provider, scope and charges are confirmed before work begins. OEM support or a specialist integrator may be required for particular equipment or procedures.

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. Manufacturer and brand names are used only to identify the equipment KONGRA may diagnose or service.

03Diagnostic and service call fee

• A diagnostic / service call fee applies to on-site visits unless the Customer explicitly selects a promotion identified as free.
• The reasonable diagnosis charge and its scope are disclosed in writing before diagnosis. The diagnostic is paid at the appointment at the displayed rate unless the selected promotion explicitly states that it is free.
• 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 require written disclosure and authorization before the additional charge is incurred.
• The diagnostic / service call fee is non-refundable once the agreed diagnostic service has been performed, including when the Customer declines the repair or the equipment cannot be repaired. Any stated credit toward an approved repair is a repair credit, not a cash refund. Mandatory rights and remedies for defective work, non-delivery or other circumstances required by law remain unaffected.

04Estimates and approval

• After diagnosis and before repair, KONGRA provides a written, itemized estimate showing the parts and labor expected for the proposed repair.
• No repair work begins without Customer authorization, and the repair charge will not exceed the written estimate without the Customer's prior consent.
• Estimates are based on information available at diagnosis. Hidden, intermittent, additional or previously undetected issues may require a revised written estimate and separate authorization before additional work or charges.
• 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.
• KONGRA accepts credit and debit cards and may accept an agreed deposit or advance payment for an approved repair.
• Before any card charge or advance payment, KONGRA discloses the amount, purpose, applicable total and refund conditions. Any repair deposit is credited toward the applicable 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 and card payments are handled through Square, a third-party provider. No card or prepayment is required merely to book the current diagnostic appointment. KONGRA accepts card payments and agreed advance payments without requesting passwords, bank login information, card-account credentials, private keys or other unnecessary sensitive account-access information through this website, by phone, by email or by text message.

07Deposits, parts and returns

• Parts ordered or supplied for a Customer-approved repair are non-returnable and non-refundable once the authorized order has been placed, except where applicable law requires a refund, replacement or other remedy. This policy does not remove the warranty terms below.
• There is no universal percentage deposit. Any deposit or advance payment must be agreed in writing for the approved scope and credited toward the applicable invoice.
• For work subject to California home improvement down-payment rules, the down payment will not exceed the lesser of $1,000 or 10% of the contract price unless a statutory exception actually applies. Later payment schedules will reflect legally allowable work performed and materials delivered.
• If an approved repair is cancelled after an authorized order, KONGRA may retain only disclosed, authorized, actually incurred and legally recoverable nonreturnable-part or supplier costs, less refunds or credits KONGRA recovers.
• A deposit is applied to the authorized parts and work. Any balance remaining after legally permitted charges, including authorized non-refundable parts costs, will be refunded if it is unused or otherwise refundable. These terms do not limit statutory cancellation rights or remedies for non-delivery, defective work or other violations of law.

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.
• A disclosed supplier cost may be retained after cancellation only when it was authorized, actually incurred, legally recoverable and not refunded or credited by the supplier.

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. Disclosed and authorized charges may be retained only to the extent legally permitted. Nothing in these warranty terms limits any nonwaivable consumer warranty, cancellation, refund or other remedy provided by applicable law.

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. Nothing in these Terms excludes, restricts or waives any nonwaivable consumer right, statutory warranty, cancellation right or remedy under applicable 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 only 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, and only when the fee amount and applicable window were disclosed before the Customer booked or otherwise committed. A new fee disclosed only after that commitment does not apply. Cancellation charges for approved repair work are limited to disclosed, authorized, actually incurred and legally recoverable costs, less recovered refunds or credits. Statutory cancellation rights remain available.

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, KONGRA will supply the required separate California Home Improvement Contract and statutory notices before covered work begins; those documents control over inconsistent terms here. If a job is classified as a California Service and Repair contract, its separate statutory payment, cancellation, authorization, notice and replaced-parts rules govern. 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, KONGRA encourages you to contact us promptly so we can review it. You may send a written description and requested resolution to:

Contacting KONGRA does not condition, delay or waive any card-issuer dispute or chargeback right, statutory complaint, filing deadline or other remedy. Do not delay a required filing while KONGRA reviews a concern.

25Chargebacks and payment disputes

KONGRA encourages the Customer to contact us about a payment concern, but this is not a prerequisite to a card-issuer dispute, chargeback, statutory complaint or other remedy. If a dispute is initiated, KONGRA may provide relevant service and authorization records to the payment processor, bank, court or other appropriate party as permitted by law.

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.