Refund Policy
Last updated: July 7, 2026
This page explains when you can get money back for a diagnostic visit, ordered parts, or a completed repair. It works together with our Terms & Conditions and Warranty page — read those too if you have questions this page doesn't answer.
We try to diagnose and repair problems on the first visit, but that isn't always possible. We're not liable for losses or damages caused by a misdiagnosis or a delay in completing a diagnosis or repair. If a repair we performed doesn't fix the problem, or a replacement part fails, our responsibility is to repair the problem again and, if needed, provide another replacement part. We're not liable for indirect, consequential, or economic damages, and we don't cover anything subject to a manufacturer's or distributor's recall or in-home warranty program.
Service Call Fee
Our standard service call fee is $120 CAD plus tax. This covers the visit and the usual diagnostic work — for example, finding that a drain pump has failed, a compressor is dead, or a fridge is low on refrigerant.
Extended Diagnostic Fee
A small number of problems need more than the usual diagnostic work — the main example is searching for a leak in a sealed refrigeration system, which can take anywhere from 1 to 10 hours with specialized equipment. For work like this, the fee ranges from $300 to $600 CAD plus tax depending on how long it takes, in place of the standard $120 service call fee. Your technician will tell you before starting this kind of extended diagnostic work.
Service call and extended diagnostic fees are non-refundable. If you go ahead with the repair, we waive the fee. If you decide not to repair after diagnosis, the fee still applies, since a technician's time was already spent assessing your appliance.
The one exception: if our technician refuses to do the job — for example, because the appliance isn't safely accessible, as described in our Terms & Conditions — you get a full refund of the service call fee, since no diagnostic work was done.
Cancelling an Ordered Part
Some repairs need a part ordered in. If you ask to cancel that order after it's been placed, the applicable service call or extended diagnostic fee stays non-refundable, and so does the shipping cost, if any was incurred to get the part to us. There's no separate cancellation charge on the part itself. You can cancel a part order with no charge at all if you do it within 15 minutes of the technician placing it.
Repairs Older Than 3 Months
Our warranty on completed repairs runs for 3 months. Once that period has passed, we can't issue a refund for that repair — book a new appointment if the appliance is having a problem again.
If You Believe We Misdiagnosed the Problem
Keep the receipt from your visit. If you get a second opinion from another company that found a different problem than we did, keep that invoice too — it helps us confirm what happened. If you replaced any parts yourself after our diagnosis, keep that receipt as well. Once we've reviewed everything and confirmed a misdiagnosis on our part, we'll start a refund.
Labor
After a repair, our technician tests the appliance with you to confirm it's working before calling the job complete and issuing an invoice and warranty. Once both of you have confirmed it's working, we can't refund the labor cost. If the same problem comes back afterward, that's covered by the 3-month warranty instead of a refund.
Declining a Warranty Visit
If you decide not to use your warranty when a new or repeat problem shows up, we can't refund the labor, parts, or any other cost from the original repair — without a warranty visit, we have no way to confirm whether it's related to our original repair or a separate issue.
If a Part Isn't Available
We try to find a replacement part or a suitable substitute as quickly as we reasonably can. If a part is discontinued or we can't get it at a reasonable cost, we're not liable for replacing the appliance itself.
Contact Us
Questions about a refund? Reach us at info@gvappliance.ca or (250) 522-2252.