Terms of Service
These terms describe the agreement between Veltrix Appliance Repair LLC and customers who book service with us. They cover what we do, what we don't do, how pricing and payment work, our warranty, and what happens if there's a dispute. Plain language by design — there is nothing here we are trying to hide in fine print.
01 Acceptance of these terms
These Terms of Service form an agreement between you ("Customer," "you," or "your") and Veltrix Appliance Repair LLC ("Veltrix," "we," "us," or "our"). By booking a service call with Veltrix — whether by phone, by text message, by email, through this website, or through a third-party platform like Thumbtack or Google's Local Services — you agree to these terms.
Our Privacy Policy and SMS Terms of Service apply alongside these terms.
If you do not agree with these terms, please do not book a service call with us. We'd rather you understand the agreement up front than have a misunderstanding later.
02 Who we are
Veltrix Appliance Repair LLC is a Texas-based, veteran-owned appliance-repair company operating out of Fort Worth. Every service call is run personally by the company's founder, Louis Obrien, who is licensed by the Texas Department of Licensing and Regulation as both a Residential Appliance Installation Contractor (TICL #1496) and an individual Residential Appliance Installer (License #677941).
Veltrix carries general liability and other commercial insurance. License verification, credential documentation, and insurance details are available on our Credentials page.
Our service area covers southwest Fort Worth and surrounding communities, including Tanglewood, Westover Hills, Mira Vista, Montserrat, Monticello, Ridglea Hills, Overton Park, Edwards Ranch, Clearfork, Waterside, Benbrook, and Aledo. Service outside this area is offered at our discretion, sometimes with a travel surcharge that we will quote and confirm before scheduling.
03 Services we provide and don't provide
Veltrix provides residential appliance repair, diagnostic, and installation services for the appliance categories listed below. We are deliberate about what we do and don't service — we'd rather decline a job than perform it poorly.
What we service
- Refrigerators and freezers (including ice makers and water dispensers)
- Clothes washers (front-load and top-load)
- Clothes dryers (gas and electric)
- Ovens, ranges, and cooktops (gas and electric, freestanding and built-in)
What we do not service
- Dishwashers (declined due to property-damage risk)
- Microwaves
- Small countertop appliances
- Vacuums and floor-care appliances
- Commercial-grade or industrial appliances
- Third-party warranty work (home warranties, extended warranties, manufacturer warranty repairs not directly arranged with us)
- Appliances that have been previously serviced by another technician where ongoing modifications cannot be safely diagnosed
If your repair is outside our scope, we will tell you up front rather than take the call to collect a diagnostic fee. When possible, we will recommend a path forward — for example, the manufacturer's authorized service network for premium brands.
04 Brands we service
We are honest about brand coverage. The full brand-tier list is on our homepage. The summary:
Brands we service excellently
Amana, Electrolux, Frigidaire, GE, GE Profile, Haier, Kenmore, KitchenAid, LG, Maytag, Samsung, and Whirlpool. These are the brands we have parts knowledge, common-failure familiarity, and high first-visit completion rates on. Kenmore units are badge-built by Whirlpool, LG, Frigidaire, or GE depending on model-number prefix — the underlying manufacturer determines the parts pipeline and service approach.
Brands we service when parts and service literature are accessible
Bosch, Café, and Fisher & Paykel. Send us a model number before scheduling; we will confirm whether we can complete the repair before you pay a diagnostic fee.
Brands we do not currently service
Sub-Zero, Wolf, Miele, Thermador, Viking, and Dacor. These manufacturers operate factory-authorized service networks for parts access and warranty compliance. We respect that structure and direct customers to the manufacturer's authorized network rather than performing work we cannot do well.
05 Booking and scheduling
Service calls are booked by phone, text, or email at (682) 204-7314 and [email protected]. Service hours are 5:00 a.m. to 11:00 p.m. local time, seven days a week. Outside these hours, an automatic acknowledgment confirms we received your message; we respond as early as possible the following morning.
Who is the contracting customer
The person who books the service call is the contracting customer for purposes of this agreement and is responsible for payment, regardless of whether the appliance belongs to that person, a household member, a landlord, or someone else.
Tenants on landlord-owned property: If you are a tenant booking service on an appliance owned by your landlord, you are still the contracting customer and are responsible for payment unless your landlord has confirmed in writing (text or email is sufficient) that they will pay directly. For repairs estimated above $500, we may require landlord authorization in writing before proceeding.
Information we need at booking
- Appliance type, brand, and model number (a photo of the model-number plate is helpful)
- A clear description of the symptoms you are seeing
- The service address and any access instructions (gate codes, parking notes, pets to be aware of)
- Your name and a working mobile or landline phone number
06 The diagnostic visit
Veltrix charges a flat $99 diagnostic fee for the in-home diagnostic visit. The diagnostic fee covers our travel to your address, our examination of the appliance, our identification of the problem, and a written quote for any recommended repair.
The diagnostic fee is paid before the technician begins work. Payment is collected upon arrival, before the appliance is opened or any diagnosis is performed. This is our standard practice and is non-negotiable.
If you choose to proceed with the recommended repair on the same visit, the $99 diagnostic fee is credited in full toward the repair total. In effect, you do not pay twice — the diagnostic is "free" when followed by a repair, and a flat $99 when not.
If you decline the recommended repair, the $99 diagnostic fee is retained by Veltrix and is non-refundable. The fee covers the diagnostic work performed, regardless of whether you proceed with the repair. You keep the diagnostic findings and are free to use them however you'd like — including obtaining quotes from other repair providers.
Diagnostic findings are based on the visible and reasonably testable condition of the appliance at the time of the visit. We do not warrant that every fault present in the appliance has been identified — only that the symptoms you reported and the conditions reasonably observable have been examined.
08 Payment terms
When payment is due
Veltrix collects payment in clearly defined stages tied to the work being performed:
- Diagnostic fee ($99): due upon arrival, before the diagnostic begins.
- Parts deposit (50% of approved quote): due before parts are ordered, when the repair requires parts not on the truck.
- Repair balance: due upon completion of the repair work, minus the $99 diagnostic credit and any parts deposit already paid.
When no special-order parts are needed, the diagnostic fee is due on arrival and the repair balance (minus the $99 credit) is due on completion — typically a single repair visit with two payment events.
Accepted payment methods
We accept all major credit and debit cards through our scheduling platform's PCI-compliant payment processor. Cash is accepted at our discretion; please ask in advance if you wish to pay by cash, so we can confirm.
We do not accept personal or business checks. We do not accept third-party payment apps such as Zelle, Venmo, or Cash App for service-call payments.
All amounts are quoted and paid in U.S. dollars. We do not store, process, or have access to your full credit or debit card number — that data is handled by our payment processor.
Late payments and unpaid balances
Service-call balances are expected to be paid in full at the times described above. If a balance remains unpaid for more than thirty (30) days after the work is performed, Veltrix reserves the right to charge a finance charge of 1.5% per month (18% per year, or the maximum rate permitted by Texas law, whichever is lower) on the unpaid balance, and to refer the matter to a collection agency or pursue it in court. Veltrix is entitled to recover its reasonable costs of collection, including filing fees and attorney's fees, to the extent permitted by law.
Chargebacks and disputed transactions
If you have a concern about a charge, contact us directly first — see section 14. We commit to a good-faith resolution effort. Filing a chargeback with your card issuer for a transaction you have not first attempted to resolve directly with us is a breach of these terms and may result in suspension of future service.
09 Cancellations, no-shows, and rescheduling
Customer cancellations
If you need to cancel or reschedule a service call, please notify us as early as possible by phone or text. There is no fee for cancellations made before the morning of the appointment.
Same-day cancellation (cancellation made on the day the appointment was scheduled, after 7:00 a.m.) is treated the same as a no-show and is subject to the full $99 diagnostic fee.
No-show appointments
If we arrive at the service address at the scheduled time and no one is available to provide access, or if the appliance is inaccessible, the appointment is treated as a no-show. The full $99 diagnostic fee is due. You may then reschedule a new appointment, with a new $99 diagnostic fee due at that visit.
If you know you will be late or unavailable, please call or text as early as possible. Reasonable delays — for example, a fifteen-minute traffic delay communicated in advance — are not treated as no-shows.
Veltrix cancellations or delays
Occasionally, conditions outside our control — vehicle issues, illness, severe weather, traffic — require us to delay or reschedule. We will notify you as early as possible if this happens and offer the next available appointment. Veltrix-initiated cancellations do not result in any charge to you.
10 Warranty
What is covered
Veltrix warrants parts installed by Veltrix for one (1) year from the date of repair. If a part we installed fails within this one-year window under normal residential use, we will replace it at no cost to you, including labor for the warranty replacement.
What is not covered
- Labor warranty: Veltrix does not provide a separate labor warranty beyond the warranty replacement of parts described above. Repair workmanship issues should be raised within thirty (30) days of the original repair so we can investigate and address them.
- Parts not installed by Veltrix: we cannot warrant parts installed by another technician, parts you supplied yourself, or parts you installed on your own.
- Customer misuse: damage from improper use, overloading, neglect of routine maintenance, or use outside the manufacturer's intended purpose.
- External events: damage from power surges, electrical faults outside the appliance, water damage, fire, flood, lightning, or other casualty events.
- Pet and pest damage: damage from animals, rodents, or insects.
- Subsequent modification: any work performed on the appliance after our repair, by you or another technician, voids the warranty on parts our work touched.
- Cosmetic issues: dents, scratches, fading, or other cosmetic conditions present before our repair, or unrelated to the repair we performed.
- Wear and tear: normal wear, expected lifecycle deterioration, and consumable items (light bulbs, filters, gaskets subject to ordinary wear, etc.).
- Pre-existing conditions: faults or wear in components we did not service or replace.
How to claim warranty service
If a part we installed fails within the one-year warranty window, contact us by phone, text, or email — see section 15. We will schedule a return visit to inspect the failure. You will not pay another diagnostic fee for a warranty visit. If the part failure is covered by this warranty, the replacement is performed at no charge. If the inspection shows the failure is outside the warranty (for example, caused by surge damage or misuse), we will tell you what we found and present a quote for the repair if you'd like us to proceed.
Warranty period and recordkeeping
The warranty period begins on the date the repair is completed, as recorded on your invoice. Keep the invoice. We retain repair records for at least seven years and can confirm warranty status against our own records.
11 Property access and homeowner responsibilities
For us to perform service, you agree to provide reasonable access to the appliance and to the surrounding work area. Specifically:
- Allow the technician access to the home and to the room where the appliance is located.
- Secure pets in another room or area so the technician can work safely. Veltrix is not responsible for pets that escape during a service call when not properly secured.
- Clear access to the appliance — moving items off the top, away from the front, and out of the path needed to reach the appliance.
- Identify any access concerns up front — gate codes, alarm systems, parking restrictions, attic or crawlspace conditions, and similar.
- Confirm that an adult (eighteen years or older) will be present during the service call. We do not perform service when only a minor is present at the home.
Pre-existing conditions. If the appliance, the area around it, or the home itself shows signs of pre-existing damage — water damage, electrical issues, structural problems, infestation, or anything that may affect the safety or feasibility of the work — we will document the condition and discuss it with you before proceeding. Veltrix is not responsible for pre-existing conditions or for damage that occurs as a foreseeable result of working in a home with conditions we identified to you in advance.
Health and safety. If conditions at the service address present a credible health or safety concern to the technician — including but not limited to active pest infestation, biohazardous conditions, or unsecured aggressive pets — we may decline to begin or continue the work. The diagnostic fee, if already paid, is retained.
12 Photos and records
In the course of a service call, Veltrix may take photographs of the appliance, the affected components, the work area as needed for safety documentation, and the completed repair. These photographs are kept as part of the service record and are used for:
- Warranty documentation
- Internal quality and training review
- Confirming the condition of the appliance and surrounding area at the time of the visit
- Resolving questions or disputes that may arise after the visit
Veltrix does not publish photographs from a service call publicly without your explicit, separate consent. If we ever wish to use a before-and-after photo, a customer testimonial, or similar content publicly — for example, on this website — we will ask you, explain how the content will be used, and proceed only if you agree.
You will also receive a pre-arrival photograph of the technician sent to your phone shortly before the technician arrives at your address. This is part of our standard practice so you know exactly who to expect at the door.
For a full description of how Veltrix handles personal information generally, see our Privacy Policy.
13 Disclaimers and limitation of liability
What we promise
Veltrix performs service work to the standards reasonably expected of a licensed Texas residential appliance contractor and installer. We use reasonable care, hold the credentials we claim, carry the insurance we claim, and stand behind the warranty in section 10.
What we do not promise
We do not promise that every appliance can be repaired, that any specific repair will extend the life of an appliance for any specific period, or that an appliance not currently under our service will continue to function. Older appliances, appliances out of the manufacturer's parts-availability window, and appliances with significant pre-existing wear may not be economically or technically repairable, and we will tell you so honestly.
Except for the warranty in section 10, all services are provided on an "as-is" basis with no other express warranties, and to the maximum extent permitted by Texas law, we disclaim all implied warranties including merchantability, fitness for a particular purpose, and non-infringement.
Limitation of liability
To the maximum extent permitted by Texas law, Veltrix's total liability to you, for any and all claims arising out of or relating to a service call — whether in contract, tort, warranty, or any other legal theory — is limited to the total amount you paid Veltrix for the service call out of which the claim arose.
Consequential, indirect, incidental, special, exemplary, and punitive damages are excluded. This includes, without limitation: damages for spoiled food in a refrigerator that was being repaired; damages for laundry left in a washer or dryer being serviced; damages for lost time, lost work, alternative housing, or alternative arrangements; loss of business, lost profits, or lost data; and damages for emotional distress.
Nothing in this section limits any liability that cannot be limited under applicable law — including liability for fraud, intentional misconduct, gross negligence, or for personal injury or property damage caused by Veltrix's negligence to the extent the law does not allow such limitation.
Insurance and claims
Veltrix carries general liability insurance covering accidental damage caused by our work. If our work causes damage to your home or other property beyond the appliance being serviced, contact us directly first; we will work with you in good faith to resolve the issue and, where appropriate, route the claim through our insurance.
14 Disputes, governing law, and venue
Governing law
These terms, and any dispute arising out of or relating to these terms or to a service call, are governed by the laws of the State of Texas, without regard to its conflict-of-laws principles.
Try to resolve directly first
Before either party files any formal legal action, you and Veltrix agree to make a good-faith effort to resolve the dispute by direct communication for thirty (30) days. Either party may begin this process by sending the other a written description of the issue and the resolution being sought. For Veltrix, written notice should be sent to the contact information in section 15. For you, we will send written notice to the contact information you provided when booking.
This good-faith resolution period is intended to give both sides a real chance to fix the problem before lawyers, courts, or chargebacks get involved. Most disputes end here; most disputes that reach this page never needed to.
Venue
If the good-faith resolution effort does not resolve the dispute, the exclusive venue for any legal action between you and Veltrix is the state and federal courts located in Tarrant County, Texas. Both parties consent to the personal jurisdiction of those courts.
For smaller-dollar disputes, the Justice of the Peace courts of Tarrant County (small-claims court) handle matters up to the statutory limit and are designed to handle disputes between regular people without lawyers. Either party is free to use the small-claims process where appropriate.
No mandatory arbitration; no class action waiver
These terms do not require arbitration. They do not waive your right to a jury trial. They do not waive your right to participate in class actions, although class actions against a single-truck operation like Veltrix are not a practical concern. We mention this only to be clear about what the terms do and do not do.
15 General terms and contact
Changes to these terms
We may update these terms from time to time as our practices evolve, as new laws apply, or to make the language clearer. The "Effective" date at the top of this page reflects the most recent revision. For material changes — for example, a meaningful change in pricing structure, payment timing, or warranty coverage — we will apply the updated terms only to service calls booked after the effective date of the change.
Severability
If any portion of these terms is held to be unenforceable by a court of competent jurisdiction, the rest of the terms remain in full force and effect.
No waiver
Veltrix's choice not to enforce a particular provision of these terms in a particular case does not waive our right to enforce it in other cases or to enforce other provisions.
Entire agreement
These terms — together with the Privacy Policy, the SMS Terms of Service, and any written quote or invoice for a specific service call — represent the entire agreement between you and Veltrix relating to the services described here, and supersede any prior representations or understandings.
Contact
Questions about these terms, about a specific service call, or about anything else covered here?
Veltrix Appliance Repair LLC
Fort Worth, Texas
Phone: (682) 204-7314
Text: (682) 204-7314
Email: [email protected]