“Schedule Your Repair Appointment with our 24 Hour Booking Agent”

Policies & Procedures

Company: Somebody Appliance Repair
Website: https://www.somebodyappliance.com
Effective Date: June 2024

This Policies & Procedures document defines how Somebody Appliance Repair operates its business, delivers services, communicates with customers, and complies with applicable laws, industry standards, and A2P (Application-to-Person) messaging requirements. These policies apply to all customers, contractors, employees, systems, and automated agents (including AI).

1. Business Operations Policy

1.1 Scope of Work

Somebody Appliance Repair provides residential and light commercial appliance repair services, including diagnosis, repair, maintenance, and part replacement for household appliances.

Services are provided only within approved service areas and are subject to technician availability and safety conditions.

1.2 Service Area Policy

  • Service eligibility is determined by ZIP code and geographic location.

  • Requests outside approved service areas may be declined or escalated for manual review.

  • No appointment is considered confirmed until service area eligibility is verified.

1.3 Hours of Operation

  • Business hours vary by technician availability.

  • Scheduling assistance is available 24/7 via automated systems.

  • Live callbacks are handled during normal business hours unless otherwise stated.

2. Scheduling & Appointment Procedures

2.1 Appointment Requests

Appointments may be requested via:

  • Website booking tools

  • Voice AI scheduling agent

  • Phone call or callback request

    Submitting a request does not guarantee service until confirmation is issued.

2.2 Booking Confirmation

  • Appointments are confirmed only after ZIP code verification and availability checks.

  • Confirmation may be delivered via phone call, SMS, or email.

2.3 Cancellations & No-Shows

  • Customers are responsible for providing timely cancellation notice.

  • Missed appointments or late cancellations may result in a service fee.

  • Repeated no-shows may result in denial of future service.

3. Pricing & Payment Procedures

3.1 Estimates

  • Estimates are diagnostic-based and non-binding unless stated in writing.

  • Final pricing may vary due to parts availability, labor time, or unforeseen conditions.

3.2 Payment Terms

  • Payment is due upon completion of services unless otherwise agreed.

  • Accepted payment methods are disclosed at time of service.

  • Non-payment may result in collections or service refusal.

4. Customer Responsibilities Policy

Customers must:

  • Provide accurate contact and service information

  • Ensure safe access to appliances

  • Secure pets and remove hazards

  • Disclose known safety issues

The Company reserves the right to refuse service if conditions are unsafe or misleading.

5. Technician Safety & Refusal of Service

  • Technicians may refuse service if conditions are unsafe, unsanitary, or hostile.

  • Abuse, harassment, or threats toward staff or systems will not be tolerated.

  • Law enforcement may be contacted when appropriate.

6. Communication & Messaging Policy (A2P Compliance)

6.1 Consent to Communicate

By providing a phone number or initiating contact, customers expressly consent to receive communications related to:

  • Scheduling and confirmations

  • Service updates

  • Follow-ups and support

Consent is not a condition of purchase.

6.2 SMS Program Description

Somebody Appliance Repair operates an SMS messaging program used solely for service-related communications. Messages may include appointment confirmations, scheduling updates, reminders, service notifications, and customer support messages.

Participation in the SMS program occurs only after a customer provides express consent via a website form, voice interaction, or other affirmative opt-in method.

6.3 Automated & AI Messaging

  • Messages may be sent using automated systems or artificial intelligence agents.

  • Message frequency varies by interaction.

  • Message and data rates may apply.

6.4 Opt-Out Procedures

  • Customers may opt out of SMS messages at any time by replying STOP.

  • Help is available by replying HELP or contacting the Company directly.

  • Opt-out requests are honored promptly and permanently unless re-consent is provided.

6.5 Carrier Disclaimer

Mobile carriers are not liable for delayed or undelivered messages.

6.6 Age Restriction for Messaging

Participation in SMS communications is limited to individuals who are at least eighteen (18) years of age.

6.7 Prohibited Messaging Practices

The Company does NOT:

  • Send unsolicited marketing messages

  • Sell or share phone numbers for marketing

  • Engage in spam, robocalling, or deceptive messaging

7. Data Privacy & Information Handling

7.1 Data Collection

The Company collects only information necessary to:

  • Provide services

  • Communicate with customers

  • Meet legal and operational requirements

7.2 Data Security

  • Reasonable administrative and technical safeguards are used to protect data.

  • Access to customer data is restricted to authorized personnel and systems.

7.3 Data Retention

Customer records are retained only as long as necessary for business, legal, or compliance purposes.

8. Website & Technology Use Policy

8.1 Acceptable Use

Website users may not:

  • Misuse booking systems

  • Submit false or fraudulent information

  • Attempt to disrupt services or systems

8.2 AI Systems

AI systems are used to:

  • Assist with scheduling

  • Route inquiries

  • Improve response times

AI systems do not provide repair advice, pricing guarantees, or technical diagnoses beyond intake.

9. Quality Assurance & Complaints

9.1 Service Quality

The Company strives to provide professional, timely service but does not guarantee outcomes beyond disclosed warranties.

9.2 Complaints

Concerns should be reported promptly via phone or email so they can be reviewed and addressed.

10. Legal & Regulatory Compliance

  • The Company complies with applicable Arkansas state laws.

  • Messaging complies with TCPA, CTIA, and A2P 10DLC requirements.

  • Business practices align with consumer protection standards.

11. Policy Updates

These Policies & Procedures may be updated periodically.

Updates become effective upon posting to the Website.

12. Contact Information

Somebody Appliance Repair
Website: https://www.somebodyappliance.com
Phone: 1-870-278-4930
Email: [email protected]

By engaging with Somebody Appliance Repair, customers acknowledge and agree to these Policies & Procedures.