Service Appointment Terms and Conditions

ON-SITE SERVICE WORK AGREEMENT

This On-Site Service Work Agreement (“Agreement”) outlines the terms and conditions under which HavenSmart (“Service Provider”) will perform service work at client locations (“Client”) upon request.

1. Scope of Work

Service Provider will perform on-site services as requested, which may include but are not limited to: installation, configuration, troubleshooting, maintenance, diagnostics, software updates, system upgrades, repairs, and inspections of AV, networking, automation, alarm, surveillance, or related systems (“Services”).

Specific work orders or service tasks will be defined on a case-by-case basis and confirmed prior to scheduling.  Service orders may be confirmed via phone, text, email or ticket submission either through our website or system application.

2. Scheduling & Access

  • Service visits must be scheduled in advance.
  • The Client is responsible for ensuring that the site is accessible, safe, and ready for service.
  • Necessary permissions, passwords, or access credentials must be available on-site.
  • Technicians are permitted to work without client supervision, but under no circumstances will work be performed if a minor (under 18) is the sole individual present.

3. Rates and Fees

Standard pricing applies unless otherwise stated in writing:

  • Standard Rate: $150/hour (Business Hours)

The 1st hour is billed in full (regardless if it takes 5 minutes or the full hour), after the 1st hour we bill in 30 minute intervals.  Billing begins at arrival and ends at completion of work, which may include testing, training and documentation.

After-hours service visits are subject to higher rates, which vary based on the level of your service plan.

4. Materials & Equipment

  • Parts, hardware, or consumables required for service are billed in addition to labor.
  • A markup may be applied to materials provided by the Service Provider.
  • Materials or parts may be installed without prior approval if under $300.

5. Payment Terms

  • All invoices are due upon receipt
  • Late payments may incur a fee of 1.5% per month or the maximum allowed by law.
  • Accepted payment methods include: Credit Card, ACH, Check Money Order, Wire  Bank instructions are available upon request.  

6. Limited Warranty

  • Labor is warrantied for 1 Year from date of install when a new product is purchased.
  • No warranty is provided for client-supplied equipment, pre-existing issues or labor only services.
  • Warranty service is limited to correction of original workmanship issues and must be reported within the warranty period.
  • If a technician is dispatched under warranty and the issue is determined to fall outside the scope of warranty coverage, the time spent diagnosing, reviewing and/or correcting the issue will be billable at our standard service rates.

7. Client Responsibilities

Clients are expected to:

  • Provide safe and accessible work areas.
  • Ensure data is backed up prior to service.
  • Provide system access, credentials, or technical contacts as necessary.
  • Avoid obstructing the workspace with pets, hazards, or unrelated activity.
  • Notify of any illness or health issues which may put the technician at risk prior to arrival
  • Ensure that a minor (under 18) is not the sole individual present at the home at time of service

8. Cancellations & Rescheduling

  • Cancellations with less than 24 business hours’ notice may incur a cancellation fee of $150 or the first hour labor fee as dictated by your service plan.
  • Service Provider is not liable for delays due to weather, supply chain issues, or site conditions.

9. Limitation of Liability

Service Provider’s total liability is limited to the amount paid for the service visit. Service Provider is not liable for indirect, incidental, or consequential damages including data loss, business interruption, or equipment failure unless due to gross negligence.

10. Indemnification

The client agrees to indemnify and hold harmless the Service Provider and its personnel from any claims, damages, or expenses resulting from improper use, negligence, or unsafe conditions at the job site.

11. Termination

This agreement may be terminated by either party in writing. All charges for services rendered up to the date of termination shall remain payable.

12. Governing Law

This Agreement is governed by the laws of the State of FL. Any disputes shall be resolved in courts of competent jurisdiction in Sarasota County, FL.

13. Entire Agreement

This document constitutes the entire agreement and supersedes all prior discussions or agreements, whether written or oral, related to the subject matter. If you are enrolled in a Service Plan, an Alarm Monitoring Agreement, or have a signed Proposal, the terms and conditions of those agreements are enforceable and shall apply in addition to the terms outlined herein.

Acknowledgment of Terms
By requesting and accepting services, the Client acknowledges and agrees to the terms of this On-Site Service Work Agreement.