The Puls ‘Service Guarantee’ Terms and Conditions

Puls aims to provide the best possible customer experience before, during, and after each appointment. We offer a 90-day ‘Service Guarantee,’ up to a maximum amount of $750, on all in-home services booked through Puls.

General rules regarding the Puls Service Guarantee:

1. The Service Guarantee is valid exclusively for the customer who purchased the service and whose name is on appointment from which a Service Guarantee is being requested. The Service Guarantee is not transferrable if the device or product for which the Service Guarantee was requested is transferred to another individual or business.
2. Original Technician responding to the request for a Service Guarantee: Upon submission of a Service Guarantee request, the technician from the initial appointment will be dispatched to complete the guarantee service as well. A different technician will only be dispatched in the event that the initial technician from the original repair cannot fix the issue.
3. Use of used and customer-purchased parts: Only new parts purchased by Puls or a Puls technician and installed by a Puls technician will be eligible for a Service Guarantee if the failure for which the guarantee in question is being requested is due to a part failure. Parts purchased by a customer, whether used or new and regardless of where the part was purchased, will void the Service Guarantee. This includes previously used TV mounts and brackets.
4. Service on appliances with RV’s or Movable houses: Puls does not provide service on recreational vehicles, including but not limited to motorhomes, campervans, coaches, caravans, and travel trailers. In the event repair work was mistakenly performed by Puls on a recreational vehicle, a Service Guarantee will not apply to the work performed.
5. Any moving or transportation of the product Puls completed service on: Any moving or transportation of the product that was serviced by Puls, regardless of whether the product was moved within the same room and dwelling or to any location away from where the original service was performed, voids the Service Guarantee on the service as the transportation may cause or create new/additional damage.
6. Appliances that are serviced by the customer or another technician or service company after service has been performed by Puls will void Puls’ guarantee on the service provided. This includes:
   • Any Do It Yourself (DIY) repair or repair attempts made by the customer after the initial service performed by Puls will void the Puls Service Guarantee
   • Any repair attempts or work performed by another service company after Puls’ service has been completed will void the Service Guarantee on the service provided by Puls
7. The Service Guarantee will only apply to the scope of work and initial failure reason from the original appointment booked with Puls: If new issues arise with a product after the original service appointment with Puls and those issues are unrelated to the initial work performed by Puls, the Service Guarantee will not apply to any work or part failures unrelated to the work performed on the initial appointment.
8. Service Guarantees do not apply to Improper Care/ Improper Use of a product by the customer after Puls’ initial service has been completed. This includes:
   • Any mishandling of a device by the customer that caused the problem reported
   • If the customer uses the unit incorrectly causing damage
9. Service Guarantees do not apply to products which show signs of Infestation: Infestation is defined as the presence of an unusually large number of insects or animals in a place. Upon inspection of a product by a Puls technician, if it is deemed that the product shows signs of infestation, work may still be performed but no Service Guarantee will apply to the work performed
10. A Service Guarantee will not apply if the product upon which work was performed is located in an area that is open to the elements or in an area the product is not designed for. The Service Guarantee will not apply to:
    • Any products that are located in non-climate controlled areas
    • Any products mounted or installed in areas that the product is not designed for
11. Manufacturer defects causing damage to the installed parts: not apply in cases where a Puls technician identifies that the underlying nature of the failure is due to a manufacturer defect, regardless of whether the failure is within the manufacturer’s warranty window or not.
12. Cosmetic Damage: A Service Guarantee will not apply to any cosmetic damage caused to surrounding areas as a result of service provided by Puls (for example, scratches on a floor due to having to move a refrigerator out of its cubby to service it).
13. Consumables and refrigerant: If the device which Puls provides service on requires refrigerant (e.g. an HVAC system or refrigerator), the Service Guarantee does not apply to the replacement of refrigerant unless the underlying nature of the original failure was due to depletion of refrigerant.
14. Service call/inspection only appointments: as part of the service process Puls will often need to open and/or take apart a product to understand the root cause of an issue. In the case that Puls performs an inspection and a customer does not move forward with a repair, the Service Guarantee will not apply to any damage caused or new issues created as a result of having to inspect a unit to diagnose the underlying failure reason.
15. The Service Guarantee does not apply to any tune-up or cleaning visits, such as a Puls ‘Home Health Check.’
16. The Service Guarantee does not apply to new failures that occur within the Service Guarantee window which are unrelated to the scope of work of the original failure reason.
17. A Service Guarantee will not apply if the successful continued functioning of a product after it was serviced by Puls requires the customer to follow a Puls technician’s maintenance recommendation and it is deemed that recommendation was not followed.
18. Food Spoilage - A Service Guarantee will not apply to any food spoilage caused as a result of Puls being unable to service a unit within a given timeframe, or to any food spoilage due to a failure of a product that Puls provided service on, regardless of whether the failure occurred within the Service Guarantee window or not.
19. In cases where a Service Guarantee applies, Puls’ maximum liability related to the Service Guarantee shall be $750, regardless of whether any damage caused is in excess of Puls’ $750 maximum Service Guarantee liability.
20. Overlapping warranty and on-demand guarantee windows: Puls’ warranty plans (Appliance Protection, Systems Protection, Puls Whole Home, Essential Protection, Standard Protection, HomeSave, HomeDeluxe, and Home Premiere) have different guarantee windows for on-demand services and services filed as a warranty claim:
    • For service performed that was filed as a claim and covered under a warranty plan, the Service Guarantee window is 60 days, after which point a new claim must be filed for the same device even if the new failure is due to the same underlying cause as the initial failure. After 60 days, any amounts applied to fixing the underlying issue will be deducted from a customer’s remaining coverage limit on the warranty plan for the device should any coverage limit still be available.
    • All on-demand work and/or work performed for warranty plan customers outside of a warranty claim will have a 365 day Service Guarantee window.

Service specific rules regarding the Puls Service Guarantee: