Terms of Service

Terms of Service Policy

Introduction

This Terms of Service policy serves as a comprehensive guide outlining the detailed agreement between clients and Custom Mobility. It encompasses all services provided both online and at physical locations, ensuring transparency, accountability, and mutual understanding. By engaging with Custom Mobility, clients acknowledge and agree to these extensively detailed terms and conditions, fostering clarity and trust in every interaction.

1. Estimates

Validity

All estimates provided by Custom Mobility are valid for 30 days from the service date, ensuring that clients have ample time to review and consider their options. After this period, the estimate becomes void and requires reassessment to incorporate updated costs, part availability, and labor requirements, which may have changed due to market fluctuations or logistical challenges.

Nature of Estimates

Estimates are designed as informed approximations of the final cost to provide clients with an accurate understanding of expected expenses. These approximations are formulated based on the scope of work at the time of the request and are not guaranteed, as unforeseen circumstances, additional requirements, or complexities that arise during the service may result in adjustments to the final cost. Custom Mobility prioritizes transparency to ensure clients are well-informed throughout the service process.

Revised Estimates

If significant changes occur in the scope of work, anticipated costs, or required resources, Custom Mobility will promptly prepare and present a revised estimate. This updated document will clearly outline the reasons for the adjustments and will require explicit approval from the client before any further work is undertaken. This ensures clients remain informed, empowered, and in control of their financial commitments.

Additional Services

Requests for additional services beyond the initial estimate will necessitate the creation of new estimates tailored to the revised scope. Each new estimate will require formal client approval, guaranteeing that all added work aligns with client expectations and budgetary planning. Custom Mobility’s commitment to detailed documentation and client communication minimizes misunderstandings and ensures satisfaction.

2. Trip Fees

Calculation

Trip fees are meticulously calculated on a per-technician, per-day basis. These fees take into account the logistical efforts, travel-related costs, and time required to dispatch qualified technicians to the client’s location, ensuring that service delivery remains efficient and cost-effective.

Waiver of Fees

For clients requiring large-scale services, Custom Mobility may waive trip fees for all but one technician per day. For example, if three technicians are dispatched to service fifty or more units, the trip fees for the additional two technicians may be waived as a gesture of goodwill. This policy underscores Custom Mobility’s commitment to offering fair and competitive pricing for high-volume service needs.

Travel Distance

Service locations that exceed a specified radius from Custom Mobility’s headquarters may incur additional travel-related charges. These charges reflect the increased logistical demands and operational expenses associated with extended travel distances, ensuring that resources are allocated appropriately.

Emergency Services

In cases requiring emergency or after-hours services, higher trip fees may apply. This adjustment compensates for the added urgency, inconvenience, and resource allocation required to meet the client’s immediate needs, maintaining the high standards of service delivery that clients have come to expect from Custom Mobility.

3. Repairs and Payments

Deposit Requirements

For repairs involving special parts or new installations, a deposit equivalent to 50% of the estimated total cost may be required prior to initiating service. This deposit secures the necessary resources and ensures timely service delivery by facilitating the procurement of parts and allocation of labor.

Payment Upon Completion

The remaining balance for all repairs or installations is due immediately upon the completion of the service. This prompt payment policy ensures a seamless billing process and reinforces the client’s commitment to fulfilling their financial obligations.

Late Payment Fees

To encourage timely payment, invoices unpaid within 30 days of the service date will incur a 10% service fee. An additional 5% compounded fee will be applied every subsequent 30-day period until the invoice is fully settled. This structured policy promotes accountability while ensuring fairness in client billing.

Collections

Accounts that remain unpaid after 120 days will be transferred to a third-party collections agency. Clients will be responsible for any additional fees, legal costs, or administrative expenses incurred during the collections process. Custom Mobility’s approach ensures that overdue accounts are managed efficiently while maintaining professional standards.

Payment Methods

Custom Mobility accepts a wide variety of payment methods, including cash, check, credit card, and electronic transfers. This flexibility accommodates diverse client preferences and simplifies the payment process.

Financing Options

For larger projects, financing options may be available to help clients manage costs more effectively. Clients are encouraged to inquire about eligibility, terms, and repayment plans to identify a solution that aligns with their financial circumstances and project requirements.

4. Warranty

General Warranty

Custom Mobility facilitates warranty claims with manufacturers and provides a 60-day labor warranty following most repair services. This warranty ensures clients receive reliable, high-quality work and demonstrates Custom Mobility’s confidence in its service standards.

Specific Warranty Terms

Wheelchair lifts and A/C units are covered under a 60-day labor warranty for the initially diagnosed repair. Stairlifts and ramps carry a 30-day warranty due to frequent usage and potential for user-related issues. Temporary fixes or "Band-Aid" repairs requested against professional advice are explicitly excluded from warranty coverage to maintain service integrity.

Warranty Limitations

Warranty coverage does not extend to damages or issues caused by misuse, unauthorized alterations, or improper maintenance performed by the client or third parties. All claims must be reported within the warranty period to remain valid, ensuring accountability on both sides.

Warranty Claim Process

Clients must contact Custom Mobility and provide proof of service to initiate warranty claims. Any costs not covered by manufacturers during the warranty repair process will remain the client’s responsibility. This policy ensures fairness and clarity in the claims process.

5. Returns and Restocking Fees

Restocking Fee

A 5% restocking fee applies to all returned items, covering administrative and logistical expenses associated with processing returns.

Return Policy

Items must be returned within 30 days of purchase in their original condition and packaging to qualify for a refund. This policy ensures fairness and consistency in return processing.

Non-Returnable Items

Custom-made or special-order items are not eligible for return unless defective. This exclusion reflects the unique nature of these products and their tailored specifications.

Refund Process

Refunds are processed within 14 business days following the receipt and inspection of returned items. This timeframe ensures thorough quality checks while maintaining efficient service.

6. Cancellation Policy

Cancellation Fee

Appointments canceled within 24 hours of the scheduled service will incur a cancellation fee of $139 or 5% of the service value, whichever is greater. This policy compensates for the disruption caused by last-minute cancellations.

Rescheduling

Clients may reschedule appointments without penalty if done more than 24 hours in advance. This flexibility promotes client satisfaction and operational efficiency.

No-Show Policy

Clients who fail to attend scheduled appointments without prior notice may be charged the full cost of the service. This policy ensures accountability and respect for time commitments.

Emergency Cancellations

Clients facing emergencies should promptly notify Custom Mobility to discuss potential fee waivers or alternative arrangements. This approach fosters understanding and flexibility.

7. Privacy and Data Protection

Client Information

Custom Mobility is dedicated to safeguarding client information, using it solely for service provision and administrative purposes. This commitment underscores the company’s respect for client privacy.

Data Security

Robust encryption and secure storage measures protect client data from unauthorized access or breaches, reflecting Custom Mobility’s commitment to data security.

Third-Party Sharing

Client information is never shared with third parties without explicit consent, except as required by law or for essential service-related purposes. This ensures transparency and trust.

8. Limitation of Liability

Service Liability

Custom Mobility’s liability for any service-related issues is limited to the amount paid by the client for the service in question. This policy ensures accountability while limiting undue risk.

Indirect Damages

Custom Mobility is not liable for incidental or consequential damages arising from the use of its services, maintaining fairness and clarity in liability terms.

Force Majeure

Custom Mobility is not responsible for delays or failures caused by uncontrollable events, such as natural disasters or labor strikes. This clause ensures fairness during unforeseen disruptions.

9. Governing Law and Dispute Resolution

Governing Law

These terms are governed by the laws of the State of Georgia and shall be interpreted accordingly, ensuring compliance with applicable legal standards.

Dispute Resolution

Clients are encouraged to resolve disputes directly with Custom Mobility. If unresolved, disputes may proceed to mediation or arbitration, ensuring a fair and efficient resolution process.

10. Changes to Terms

Modification of Terms

Custom Mobility reserves the right to modify these terms at any time. Changes become effective upon posting to the company’s website, ensuring timely updates for all clients.

Client Notification

Significant changes will be communicated to clients via email or other appropriate methods to maintain transparency and trust.

11. Entire Agreement

Scope

These terms constitute the entire agreement between Custom Mobility and the client, superseding any prior agreements, understandings, or communications.

Severability

If any provision of these terms is found to be invalid, the remaining provisions will continue in full force and effect, ensuring the integrity of the overall agreement.

12. Contact Information

For any questions, concerns, or additional information, clients may contact Custom Mobility through the following channels:

Company: Agilitas Mobility, Inc. d/b/a Custom Mobility Address: 315 Whitehead Road, GA, 30680 Email: info@custommobility.net Phone: 706-353-1099