Terms of Service

Effective Date: August 27, 2026

These Terms of Service ("Terms") govern appliance diagnosis and repair services provided by Second Opinion Appliance Repair, also referred to as "SOAR," "we," "us," or "our."

By booking a service appointment, approving a repair quote, or otherwise authorizing SOAR to provide services, you agree to these Terms.

These Terms should be read together with our Privacy Policy and any written quote, estimate, work order, or service authorization provided to you.

1. Our Services

SOAR provides in-home appliance diagnosis and repair services primarily within the Greater Toronto Area and surrounding regions in Ontario.

Our services may include:

A "second opinion" is an independent diagnosis based on our technician's inspection of the appliance. It does not mean that SOAR guarantees that its diagnosis will differ from another technician's or service company's diagnosis.

SOAR does not provide general moving services, household plumbing repair, household electrical repair, or repair or replacement of the home's infrastructure.

Where specialized work associated with an appliance repair requires appropriately qualified personnel, SOAR may arrange for or use appropriately qualified personnel as required.

2. Booking an Appointment

Appointments are currently arranged directly with SOAR, including by telephone, email, website contact form, WhatsApp, or another communication method made available by us.

Customers should provide accurate information concerning the appliance, including its type, make, model number, symptoms, installation configuration, and any relevant repair history where reasonably available.

This information helps us prepare for the appointment and determine whether special access, parts, equipment, or more than one technician may be required.

Appointment availability is not guaranteed until the appointment has been confirmed by SOAR.

3. Service Fees

A service fee applies for a technician to attend the service location and diagnose or assess the appliance.

Current service fees vary by service area and are shown on the Pricing page at soarepair.com or will be communicated to the customer before the appointment.

The service fee compensates SOAR for the technician's attendance, travel, inspection, and diagnosis. It remains applicable even where:

If the customer approves and proceeds with a repair arising from the diagnosis, the initial service fee is waived and the customer pays the approved repair price instead.

4. Two-Technician Appointments

Some appliances or installation configurations require two technicians for safe or reasonable access and service, including certain stacked, built-in, oversized, or otherwise difficult-to-access appliances.

Where an appointment requires two technicians, an additional $49.99 service fee applies.

SOAR will normally identify this requirement in advance based on the appliance information and installation details supplied by the customer.

If circumstances not reasonably apparent before attendance indicate that a second technician is required, the technician may postpone the applicable work until appropriate labour can be arranged.

5. Access to the Appliance

The customer is responsible for providing reasonable, safe, and unobstructed access to the appliance.

SOAR technicians are not responsible for moving furniture, household contents, or other unrelated objects in order to reach the appliance.

SOAR may move an appliance where reasonably necessary to diagnose or repair that appliance, such as pulling a refrigerator, washer, dryer, range, or similar appliance away from a wall to obtain service access.

Appliances will not be moved solely as a general moving service or for purposes unrelated to the requested diagnosis or repair.

If an appliance cannot be safely or reasonably accessed, SOAR may:

The applicable service fee remains payable where a technician has attended the appointment but service cannot reasonably proceed because adequate access has not been provided.

6. Unsafe Conditions

SOAR is not required to perform work that a technician reasonably considers unsafe.

This may include unsafe electrical conditions, water leaks, structural hazards, pest or infestation conditions, inaccessible installations, unsafe appliance placement, or other circumstances that create an unreasonable risk to the technician, customer, appliance, or property.

The customer may be required to correct the condition before service continues.

7. Household Plumbing, Electrical and Other Infrastructure

SOAR repairs appliances. We do not repair or replace the home's plumbing, electrical wiring, outlets, breakers, water supply system, shut-off valves, gas supply system, drainage infrastructure, cabinetry, flooring, or other household infrastructure.

If an appliance complaint is caused by a condition outside the appliance—for example, a defective household water valve, insufficient electrical supply, plumbing problem, blocked household drain, or similar external condition—the technician may identify that condition, but the customer is responsible for arranging the appropriate service provider.

The service fee remains payable for the diagnostic visit even when the appliance itself is determined not to be defective.

8. Diagnosis

Appliance diagnosis is based on the symptoms, condition, available error information, testing results, and observations present at the time of inspection.

Some appliance faults are intermittent, may involve multiple components, or may produce symptoms similar to other failures.

A diagnosis therefore represents the technician's professional assessment based on the information reasonably available during the service visit. It does not guarantee that:

If additional information becomes available during the repair, SOAR may revise its diagnosis or repair recommendation and will obtain customer approval before performing additional chargeable work.

9. Repair Quotes and Authorization

Following diagnosis, SOAR will provide the customer with a quote or otherwise communicate the proposed repair price before chargeable repair work proceeds.

A repair will not normally be performed without customer authorization.

The quoted repair price may include parts, labour, and other costs associated with the approved repair.

Approval of the quote authorizes SOAR to obtain the required parts and perform the work described in the approved repair.

If circumstances discovered during repair materially change the work required, SOAR will inform the customer and obtain approval for additional chargeable work before proceeding.

10. Repair Deposits

When a customer approves a repair quote, SOAR requires an initial deposit toward the approved repair.

Unless otherwise expressly agreed in writing, the repair deposit is non-refundable once paid.

The deposit represents the customer's commitment to the approved repair and permits SOAR to proceed with the arrangements required to perform that repair.

The remaining balance of the approved repair price is due immediately when the authorized repair has been completed.

For ordinary residential service, payment is normally made to the technician at completion rather than through post-service invoicing.

11. Payment

SOAR currently accepts payment methods including:

Card transactions may be processed through Square or another payment processor used by SOAR.

Payment is due as specified in the applicable service arrangement, quote, or these Terms.

12. Appointment Cancellation

Customers must cancel or reschedule an appointment no later than the calendar day before the scheduled appointment date.

For example, an appointment scheduled for Tuesday must be cancelled or rescheduled no later than Monday.

A cancellation made on the scheduled appointment date is considered a late cancellation.

Failure to be present or provide agreed access at the scheduled appointment time is considered a no-show and is treated in the same manner as a late cancellation.

In the event of a late cancellation or no-show, any service fee or deposit associated with that appointment may be forfeited or remain payable, as applicable.

13. Parts Supplied by SOAR

Where parts are required for a repair, SOAR's standard practice is to obtain and install OEM parts appropriate to the appliance.

Parts supplied by SOAR are provided as part of the repair service and are not offered as a standalone retail parts business.

Parts availability, manufacturer substitutions, revisions, and availability timelines may vary.

14. Customer-Supplied Parts

At SOAR's discretion, we may agree to install a part supplied by the customer.

SOAR does not warrant or guarantee a customer-supplied part, including its:

The customer remains responsible for installation labour even if the customer-supplied part proves defective, incorrect, incompatible, damaged, or otherwise unsuitable.

Customer-supplied parts are not covered by SOAR's 60-day warranty.

If another visit or additional labour is required because of a customer-supplied part, normal service and labour charges may apply.

15. 60-Day Parts Warranty

Unless otherwise stated in writing, SOAR provides a 60-day warranty on the specific part supplied and installed by SOAR as part of the applicable repair.

The warranty period begins on the date that the covered part is first installed by SOAR.

If that specific part fails due to a defect within the 60-day warranty period, SOAR will replace the covered part and perform the labour directly required to replace it at no additional charge to the customer.

The warranty applies only to the specific covered part and the work directly associated with its replacement.

The warranty does not cover:

If SOAR attends during the warranty period and determines that the complaint is caused by the covered part, the warranty visit is provided without a service fee.

If the technician determines that the complaint is caused by a different component or issue, the visit is treated as a new service call and the applicable service fee is payable.

One-Time Warranty Period

The 60-day warranty runs from the date the covered part was originally installed.

If SOAR replaces that part under warranty, the replacement does not restart, renew, or extend the original 60-day warranty period.

SOAR's 60-day warranty is separate from any warranty that may independently be offered by the part manufacturer.

Any manufacturer warranty does not automatically extend SOAR's labour or service warranty beyond the 60-day period described above.

16. Each Separate Issue Is a Separate Service Call

An appliance may experience more than one failure during its lifespan.

Completion of one repair does not make SOAR responsible for future failures involving other components.

Except where the 60-day warranty described above applies, a different fault, component failure, or unrelated complaint is considered a new service matter and is subject to the applicable service fee, diagnosis, quote, and repair authorization process.

17. Pre-Existing and Concealed Conditions

SOAR is not responsible for damage, defects, deterioration, or unsafe conditions that existed before our work or that were not reasonably apparent before access, disassembly, or movement of the appliance.

Examples may include:

The fact that a condition becomes visible during or after appliance service does not, by itself, establish that SOAR caused that condition.

18. Moving Appliances and Property Protection

SOAR will exercise reasonable care while accessing, moving, diagnosing, and repairing appliances.

Customers acknowledge that servicing appliances may require reasonable movement, disassembly, or access near floors, walls, counters, cabinetry, and other surrounding property.

SOAR is not responsible for pre-existing, concealed, deteriorated, improperly installed, or inherently fragile conditions except to the extent that damage is directly caused by SOAR and liability cannot lawfully be excluded.

19. Alleged Property Damage

If a customer believes that SOAR caused damage to their property, the customer should notify SOAR as soon as reasonably possible after discovering the alleged damage.

The customer must provide SOAR with a reasonable opportunity to:

A customer's submission of a repair or replacement quote does not, by itself, establish that SOAR caused the damage or that the quoted work is reasonably necessary.

Where SOAR is responsible for verified property damage, any proposed remedy should be reasonable and proportionate to the damage actually caused.

Where reasonably practicable, repair or restoration may be used rather than replacement of a substantially larger item or assembly.

Nothing in these Terms limits liability or remedies that cannot legally be limited under applicable law.

20. Service Photographs and Videos

SOAR technicians may take photographs or short videos in connection with an appointment.

These may include:

These records may be used for diagnosis, service documentation, warranty administration, quality control, training, insurance matters, and the investigation or resolution of disputes or property-damage allegations.

SOAR may also use non-identifying photographs or videos of appliances, appliance components, and repair procedures for educational, portfolio, website, social-media, or promotional purposes.

Publicly used material will be intended to show the appliance or repair itself and will not intentionally identify the customer or disclose the customer's address, personal documents, or other identifying information.

Additional information about photographs and personal information is contained in our Privacy Policy.

21. Customer Property and Appliance Contents

Customers are responsible for removing or protecting personal property where reasonably necessary for appliance service.

Except to the extent caused by SOAR's negligence or where liability cannot legally be excluded, SOAR is not responsible for indirect or consequential losses associated with an appliance failure, including loss of use, food spoilage, laundry costs, inconvenience, or similar losses arising from the appliance's underlying condition or failure.

22. Limitation of Liability

To the extent permitted by applicable law, SOAR will not be liable for indirect, incidental, special, punitive, or consequential damages arising from an appliance failure or from circumstances outside SOAR's reasonable control.

Where SOAR is responsible for direct physical property damage, responsibility will be assessed based on the damage actually caused and the reasonable cost of appropriate repair or restoration.

Nothing in these Terms is intended to exclude, restrict, or waive a right, warranty, remedy, or liability that cannot legally be excluded or waived under applicable Ontario or Canadian law.

23. Website Information

Information on soarepair.com is provided for general information about SOAR's services, service areas, pricing, and policies.

We make reasonable efforts to keep the information current, but service availability, pricing, and other operational details may change.

Where a specific written quote or service arrangement conflicts with general website information, the specific terms communicated for that service will apply, subject to applicable law.

24. Changes to These Terms

SOAR may update these Terms from time to time to reflect changes to our services, operating practices, or legal requirements.

The version posted on our website will indicate its effective date.

Changes will apply prospectively and will not alter an already completed transaction except where permitted by law or agreed by the customer.

25. Governing Law

These Terms are governed by the laws of the Province of Ontario and the applicable laws of Canada.

Nothing in these Terms removes any consumer rights or protections that apply by law.

Second Opinion — Appliance Diagnostics & Repair
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