Refund Policy

This Refund Policy outlines the conditions under which Fimoria considers refund or credit requests in connection with our commercial kitchen equipment services. It is intended to be a clear and fair statement of our practices.

1. Diagnostic Service Fees

Where a diagnostic assessment fee applies, this fee covers the time and expertise required to assess your equipment on-site. Diagnostic fees are not refunded based on the outcome of the assessment — whether the equipment is found to be repairable, beyond economic repair, or functioning normally. The diagnostic service itself constitutes the work performed.

If a diagnostic assessment determines that no fault is present, we will communicate this finding with supporting observations. In such cases, the diagnostic fee remains applicable as the assessment work was performed.

2. Repair Services

Labour fees for repair work are charged for work completed as authorized by the client. If a repair is performed as discussed and documented in the service record, the associated labour charge is not refundable on the basis of general dissatisfaction.

However, if equipment fails in the same manner as the original fault within a defined period after the repair was completed, we will assess the situation and, where the failure is determined to be directly related to the work performed, we will address it without additional labour charge. This is handled on a case-by-case basis and subject to a review of the service documentation and a return visit assessment.

3. Parts and Components

Parts that have been installed as part of a repair service are not refundable once installed. Where a part ordered for a repair is subsequently not required — for example, if the fault resolves through another means before installation — we will discuss the situation with the client on a case-by-case basis.

Parts that have not been installed and are in original, uninstalled condition may be eligible for return to the supplier; in such cases, supplier return policies apply, and we will communicate any applicable restocking fees.

4. Maintenance Programs

For clients engaged in scheduled maintenance programs, the fee for a maintenance visit covers the services performed during that visit. Individual completed visits are not refundable. If a maintenance program is terminated early by the client, fees already paid for completed visits are not refunded. Any prepaid fees for future visits that have not yet been performed will be reviewed and addressed in good faith.

5. Requesting a Review

If you have a concern about a charge or the outcome of a service visit, we ask that you contact us directly to discuss it. We prefer to resolve concerns through communication rather than through formal dispute processes.

To raise a concern, contact us within 14 days of the service date:

• Email: [email protected]
• Phone: +1 403-328-2164

Please have your service documentation or invoice available when you contact us, as this helps us review the situation accurately.

6. Consumer Protection

This policy does not limit any rights you may have under applicable Canadian consumer protection legislation, including the Ontario Consumer Protection Act, 2002. If you believe your rights under such legislation have not been respected, you may contact the relevant provincial authority.

7. Governing Jurisdiction

This policy is governed by the laws of the Province of Ontario, Canada.