TERMS AND CONDITIONS

1. ACCEPTANCE OF TERMS

By accessing our website at ductdudes.ca, scheduling services, or engaging with Duct Dudes Duct Cleaning and Furnace Services Ltd. ("Company," "we," "us," or "our"), you ("Customer," "Client," or "you") agree to be bound by these Terms and Conditions. If you do not agree to these terms, please do not use our services or website.

2. COMPANY INFORMATION

Duct Dudes Duct Cleaning and Furnace Services Ltd. is a locally owned and operated company serving the Greater Vancouver area for over a decade. We are NADCA (National Air Duct Cleaners Association) certified and QUADCA certified, providing professional air system cleaning services for residential and commercial properties.

3. SERVICES PROVIDED

Our company provides the following services:

• Air duct cleaning for residential and commercial properties
• Dryer vent cleaning
• Bathroom exhaust fan cleaning
• Mini-split cleaning and maintenance
• Furnace cleaning and maintenance
• Related air system cleaning services

Service Standards and Right to Refuse

All our services are based on four core principles: Safety, Liability Protection, Quality, and Efficiency. Our technicians reserve the right to refuse or discontinue any job without recourse if they determine that:

• Safety conditions are inadequate or pose risks to personnel or property
• Liability concerns exist that could create unreasonable risk
• Quality standards cannot be met due to site conditions
• Efficiency requirements cannot be achieved safely
• Any other conditions exist that may compromise service delivery or safety

Customers understand and agree that this decision is at our sole discretion and is made in the interest of safety and professional service delivery. No negative feedback or reviews will be considered appropriate when work is refused for legitimate safety or liability concerns.

4. SCHEDULING AND APPOINTMENTS

Arrival Window

We provide a 2-hour arrival window for all scheduled appointments. Customers will receive advance notification via SMS, phone call, or other agreed-upon communication method before our technicians arrive at the property.

Customer Availability Requirements

Customers are required to:

• Be available during the scheduled appointment time
• Participate in an initial walkthrough with our technician
• Be present for the final inspection and checklist completion
• Confirm satisfaction with services before technician departure

No-Show Policy

If a customer is not available at the scheduled appointment time or fails to provide access to the property, a call-out fee will be charged. This fee covers travel time, scheduling, and administrative costs associated with the missed appointment.

5. ESTIMATES AND PRICING

Estimates

All quotes and estimates provided through our forms, website, or initial communications are estimates only and do not reflect final pricing. Estimates are based on general information provided and standard service expectations.

Final Pricing

Final pricing may change based on the actual scope of service required when our technicians arrive on-site. Factors that may affect pricing include:

• Actual condition of ductwork or equipment
• Accessibility challenges
• Additional services required
• Property size variations from initial estimates
• Unforeseen complications or safety concerns

Quote Approval Process

All customers must receive, review, and formally approve a written quote before any services are scheduled or performed. Our quote approval process requires:

• All quotes must be provided in writing through our digital platform
• Customers must manually review the complete quote details
• Customers must click "APPROVE" on the quote before booking confirmation
• No verbal phone quotes are provided or accepted
• For phone inquiries, we will collect information and send a written quote via our digital platform
• Customers must click the provided link to review and approve quotes

No Verbal Quotes Policy

We do not provide binding quotes over the phone. All quotes must be processed through our digital system to ensure accuracy and proper documentation. Phone calls may be used to gather initial information, but formal quotes will always be sent digitally for customer review and approval.

Price Changes

Any pricing changes from the approved quote will be discussed and approved by the customer before work commences. No additional charges will be applied without customer consent.

6. EQUIPMENT TESTING AND SERVICE PROCEDURES

Pre-Service Testing

Our technicians will test all relevant equipment (including furnaces, HVAC systems, and related components) before beginning service to establish baseline functionality.

Non-Functioning Equipment

If equipment is found to be non-functioning during pre-service testing, our technicians will:

• Review the situation with the customer
• Explain potential risks and benefits of proceeding
• Obtain explicit customer permission before continuing with service
• Document the pre-existing condition

Post-Service Testing

All equipment will be tested after service completion to ensure proper functionality. Any issues discovered will be immediately reported to the customer.

7. DOCUMENTATION AND PHOTOGRAPHY

Before and After Pictures

We provide before and after photographs for all services as part of our documentation and visual confirmation process. Customers acknowledge that:

• Pictures are limited by accessibility to ductwork and equipment
• Photo quality and scope may vary based on lighting, space constraints, and equipment positioning
• Not all areas may be photographable due to safety or accessibility limitations
• Photos are taken for documentation purposes, service quality assurance, and customer satisfaction confirmation
• For air duct cleaning: Photos serve as visual confirmation that work has been completed to our standards
• For dryer vent cleaning: Photos document the condition before and after cleaning
• For bathroom exhaust fan cleaning: Photos provide visual confirmation of cleaning completed
• For furnace/AC coil and heat pump cleaning: Photos document the cleaning process and results

8. PAYMENT TERMS

Accepted Payment Methods

We accept cash, check, credit cards, and other payment methods as agreed upon at the time of service.

Payment Schedule

Payment is due upon completion of services unless other arrangements have been made in writing. For commercial accounts, payment terms may be negotiated separately.

Late Payment

Late payment charges may apply to overdue accounts as permitted by law.

9. WARRANTY AND GUARANTEE

Air Duct Cleaning Guarantee

We guarantee our air duct cleaning work and provide a satisfaction guarantee. Customers must state their satisfaction through our completion checklist before our technicians leave the property. We provide before and after photos for visual confirmation of work completed.

Dryer Vent Cleaning Warranty

We provide a one (1) year warranty on dryer vent cleaning services. We recommend annual dryer vent cleaning for optimal performance and safety. Our warranty commitment includes:

• One (1) return visit if issues arise within the warranty period
• Return service only applies to standard dryer vent cleaning processes
• If upon inspection, the dryer vent is determined to be clean and the issue is with the dryer unit itself, a diagnostic fee of $175 will apply
• We are not responsible for multiple return visits beyond the one included in our warranty

Other Services (Bathroom Exhaust, Furnace/AC Coils, Heat Pump Coils)

For bathroom exhaust fan cleaning, furnace AC coil cleaning, and heat pump outdoor coil cleaning, we guarantee our workmanship but do not provide a warranty period. We provide before and after photos for visual confirmation of all work completed.

Guarantee Limitations

Our guarantees and warranties do not cover:

• Pre-existing equipment defects or failures
• Normal wear and tear
• Damage caused by third parties
• Issues arising from customer modifications or interference
• Problems unrelated to our cleaning services

10. LIABILITY AND INSURANCE

Insurance Coverage

Duct Dudes maintains appropriate business insurance coverage. Proof of insurance can be provided upon request.

Limitation of Liability

Our liability is limited to the cost of the services provided. We are not responsible for consequential or indirect damages unless caused by our gross negligence.

Customer Responsibilities

Customers are responsible for:

• Providing safe and proper access to all work areas, including all units, vents, and air handling units required for service completion
• For rental properties: Ensuring tenants provide access to all required areas and units
• Moving all personal belongings from vents and work areas prior to service
• Providing adequate parking space outside the property for our service truck
• Securing all pets inside the home before our arrival and keeping them secured during service
• Ensuring the safety and supervision of children during service
• Checking and complying with city bylaws regarding work hours and noise restrictions
• Informing us of any strata rules, building regulations, or time restrictions before service
• Disclosing known hazards or special conditions
• Securing valuable or fragile items

11. PRIVACY AND DATA COLLECTION

Information Collection

We collect only the essential customer information necessary to provide services. The specific information we collect includes:

• Name
• Email address
• Phone number
• Service address

We do not collect any additional personal information beyond these four essential data points unless specifically required for service delivery.

Communication Consent

By engaging our services, customers consent to receive communications via:

• SMS text messages for appointment reminders and updates
• Phone calls for scheduling and service-related matters
• Email for estimates, confirmations, and follow-ups
• Other communication methods as agreed upon

CRM and Third-Party Applications

We use customer relationship management (CRM) systems and third-party applications to provide our services effectively. Customers acknowledge and consent that their information may be:

• Processed through third-party automation systems for scheduling and communication
• Used by third-party quoting systems to generate accurate estimates
• Stored in third-party CRM platforms for service management and customer communication
• Processed by third-party applications that enable our business operations

All third-party applications and systems we use are selected based on their security standards and privacy protections. Customer information shared with third parties is limited to the essential data points listed in section 11.1 and is used solely for service delivery purposes.

Customers may opt out of marketing communications at any time by contacting us directly, though this may affect our ability to provide service updates and appointment communications.

AI-Powered Customer Service

We utilize artificial intelligence (AI) technology to enhance our customer service experience. Customers acknowledge and consent to the following AI implementations:

AI Phone System ("The Dude")

• Incoming phone calls to (604) 220-3015 may be answered by our AI system called "The Dude"
• The Dude is programmed to collect customer information securely and professionally
• All information provided to The Dude is stored securely and used only for service-related purposes
• The Dude can schedule appointments, provide general information, and initiate the quote process
• Customers will be informed when speaking with AI rather than human staff

AI Website Integration

• Our website at ductdudes.ca may utilize AI chatbots and automated systems
• AI systems collect and process information provided through website forms and interactions
• AI generates initial quotes based on information provided by customers
• All AI-generated quotes are reviewed and validated before being sent to customers

AI Data Security and Privacy

• All AI systems are designed with privacy and security as primary considerations
• Customer information processed by AI is subject to the same privacy protections as human-processed data
• AI systems do not store or retain sensitive payment information
• Customers may request to speak with human staff at any time during AI interactions

AI Limitations and Human Oversight

• AI systems are tools to enhance service delivery but do not replace human judgment
• All important decisions and final quotes are reviewed by human staff
• Customers can always request human assistance for complex issues or concerns
• AI responses are based on programmed information and may require human clarification

Data Protection and Security

We maintain reasonable security measures to protect customer information and comply with applicable privacy laws. This includes both human-processed and AI-processed data. All systems, whether AI or traditional, are designed to protect customer privacy and maintain data security.

12. CANCELLATION AND RESCHEDULING

Customer Cancellations

Customers may cancel or reschedule appointments with proper advance notice. Our cancellation policy requires:

• Minimum 48 hours advance notice for all cancellations or rescheduling requests
• Cancellations or rescheduling requests made with less than 48 hours notice may be subject to fees
• Same-day cancellations will incur a call-out fee as specified in our pricing
• Emergency situations will be considered on a case-by-case basis

This policy helps us manage our scheduling efficiently and ensures fair treatment of all customers.

Company Cancellations

We reserve the right to cancel or reschedule appointments due to weather, emergencies, or other unforeseen circumstances. Customers will be notified as soon as possible.

13. FORCE MAJEURE

Neither party shall be liable for delays or failures in performance resulting from acts beyond reasonable control, including but not limited to acts of God, natural disasters, government actions, labor disputes, or other emergencies.

14. DISPUTE RESOLUTION

Informal Resolution

We encourage customers to contact us directly to resolve any concerns or disputes informally.

Governing Law

These terms are governed by the laws of British Columbia, Canada. Any legal disputes will be resolved in the appropriate courts of British Columbia.

15. AMENDMENTS AND UPDATES

Right to Modify

We reserve the right to modify these Terms and Conditions at any time. Updated terms will be posted on our website with the effective date.

Notification

Customers will be notified of significant changes through our normal communication channels.

Continued Use

Continued use of our services after changes constitutes acceptance of the updated terms.

16. SEVERABILITY

If any provision of these Terms and Conditions is found to be unenforceable, the remaining provisions shall continue in full force and effect.

17. ENTIRE AGREEMENT

These Terms and Conditions, along with any written service agreements, constitute the entire agreement between the parties and supersede all prior negotiations, representations, or agreements relating to the subject matter.

18. DISPUTE RESOLUTION AND REVIEW POLICY

Contact for Issues

We are committed to resolving any customer concerns or disputes promptly and fairly. Before pursuing other remedies or leaving reviews, customers agree to contact us directly to allow us the opportunity to resolve any issues:

• Phone: (604) 220-3015
• Email: hello@ductdudes.ca
• Text Message: (604) 220-3015

Resolution Process

Our policy requires that customers:

• Contact us directly using the above contact information for any service-related concerns
• Allow us a reasonable opportunity to investigate and resolve the matter
• Work with us in good faith to reach a mutually acceptable resolution

Right to Remedy

We reserve the right to:

• Investigate and assess any claimed issues or damages
• Choose our own qualified contractors or service providers to remedy any issues determined to be our responsibility
• If we cannot arrange repairs within a reasonable timeframe, we will compensate customers for reasonable costs using their chosen contractor, provided the issue is determined to be our fault

Review and Feedback Policy

We value customer feedback and encourage honest reviews. However, we request that customers:

• Contact us first to resolve any concerns before leaving public reviews or feedback
• Allow us the opportunity to address and potentially resolve issues
• Provide us with the same opportunity for resolution that they would want in similar circumstances

This policy helps ensure fair treatment for all parties and allows us to maintain our high service standards.

19. PHOTOGRAPHY AND VIDEO CONSENT

Service Documentation

By agreeing to these terms, customers consent to our taking of before and after photographs and videos of:

• Work areas including ductwork, vents, equipment, and related systems
• Our technicians performing services
• Areas of the property relevant to the services provided

Privacy Protection

We commit to:

• Never taking photographs or videos that identify the property address or location
• Not capturing personally identifiable information in photos or videos
• Focusing on work areas and service-related content only
• Respecting customer privacy and property

Usage Rights

Customers grant us permission to use photos and videos taken during service for:

• Service reports and documentation
• Before and after comparisons for customer records
• Social media and marketing purposes (without identifying information)
• Training and educational materials
• Business promotional activities

20. PRE-EXISTING CONDITIONS AND LIABILITY PROTECTION

Pre-Service Assessment

Our pre-service testing and assessment is conducted to identify existing conditions. We are not responsible for:

• Pre-existing equipment malfunctions, defects, or failures
• Underlying structural, electrical, or mechanical issues
• Code violations or non-compliant installations
• Normal wear and tear of equipment or systems
• Issues that become apparent only after cleaning reveals existing problems

Equipment Age and Condition

Customers acknowledge that:

• Older equipment may have hidden defects or fragile components
• Cleaning may reveal pre-existing damage or issues
• We cannot be held responsible for the failure of equipment due to age, wear, or pre-existing conditions
• Any equipment found to be non-functional during pre-service testing is documented as a pre-existing condition

Scope of Responsibility

Our responsibility is limited to:

• Damages directly caused by our negligence or errors during service
• Issues that arise solely from our work and not from pre-existing conditions
• Problems that can be clearly attributed to our actions rather than equipment failure

Customer Disclosure

Customers must disclose any known issues, previous repairs, or concerns about equipment condition before service begins. Failure to disclose known problems may affect liability determinations.