Warranty and guarantee

The short version

Every repair carries twelve months on labour and twelve months on parts. If the work is not right, we come back and put it right at no charge, and there is no time limit on a workmanship complaint about a repair we performed.

Those two sentences are the warranty. Everything below is detail about how they apply.

Where the figures live

The warranty term, the cancellation window and the no-show fee are published once each, in content/site/policies.mdx, and every page that mentions them reads them from there. A service page that carries a longer term states it in its own frontmatter and says why.

That is why this page does not restate the numbers as prose: the figures on the pricing page and on each service page come from the same source as this one, so they cannot disagree.

What the labour warranty covers

The work we performed, for twelve months from the day it was completed. If the same fault returns and it is the repair rather than the equipment, we return, diagnose it and put it right, and there is no diagnostic fee for a return visit on our own work.

What the parts warranty covers

Parts we supplied, for twelve months. Manufacturer warranties run separately and are often longer. On an installation we register the equipment in your name at the time of installation and give you the paperwork, so the manufacturer term is yours to claim on directly and you do not depend on us still being here.

Where a manufacturer term is longer than ours, the longer one governs the part. Ours covers the labour to fit the replacement.

The workmanship guarantee

Separate from the twelve months, and deliberately open-ended. If work we performed was not done properly, we come back and put it right at no charge, with no time limit.

The distinction that matters: the twelve months covers a part that fails or a repair that does not hold. The workmanship guarantee covers work that was not done properly in the first place. A pipe boot that fails in year three is wear. A pipe boot we never sealed is workmanship, and it does not expire.

What is not covered

Written plainly, because a warranty that hides its limits is not a warranty:

• Equipment we did not supply or install, beyond the labour we performed on it.
• Damage from a storm, a flood, a freeze, an impact or an animal. That is an insurance question, and we support the claim rather than the warranty.
• Failure caused by lack of maintenance, where a manufacturer requires it and it was not done.
• Work altered by somebody else after we left.
• Consumables: filters, batteries, sealants and anything with a service life shorter than the warranty term.
• Pre-existing conditions we documented and you declined to have addressed. If we wrote it down at the time, it is not covered later. If we did not write it down, it is.
• Normal wear, and the ordinary ageing of a finish, a coating or a stain.

How to claim

Ring the office. A warranty claim starts with a person, not a form, because the first question is always what is happening now and forms are bad at that.

Have the job reference if you can find it, and the approximate date. We can find the work without it.

We will book a return visit in the same way we book any other visit, and it will not carry a diagnostic fee. If we determine on site that the fault is not covered, we tell you before doing any chargeable work and you decide.

Cancelling or rescheduling

Give us notice within the published window and there is no charge. Inside that window, or if nobody is home when the crew arrives, the no-show fee applies. Both figures are on the pricing page, read from the same file this page reads.

One call or one text is enough to reschedule. We would much rather move you than charge you.

Permits and inspections

Where work needs a permit, we pull it, schedule the inspection and meet the inspector on site. Permit fees are passed through at cost and itemised separately on the invoice. Work that passes inspection and later fails for a reason within our control is covered by the workmanship guarantee.

Insurance claims

We document damage and attend the adjuster's inspection. We do not negotiate with your insurer on your behalf, because we are not public adjusters and are not licensed to act for you in a claim. Your deductible is yours to pay and is due on completion; we will not absorb it, discount it or inflate a scope to cover it.

The full position is on the storm damage page and in how a storm damage claim actually works.

A note on this site

Cedarline Home Services is a fictional company used for demos, so no warranty described here is enforceable against anybody. The terms are written as a real contractor's would be, because the point of the demonstration is that software can answer a warranty question accurately from published content. The terms page sets that out in full.