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Terms & Conditions

Terms & Conditions

Effective Date: January 11, 2026

Last Updated: January 11, 2026

1. Agreement to Terms

By using our website (jeneral-plumbing.com) or engaging our services, you agree to these Terms & Conditions ("Terms"). If you do not agree to these Terms, please do not use our website or services.

These Terms constitute a legally binding agreement between you and Jeneral Plumbing ("we," "us," or "our"), a Massachusetts plumbing and heating company serving Middlesex and Essex Counties.

Electronic Acceptance: By clicking "I Agree," checking a box indicating acceptance, or proceeding to book services through our website, you acknowledge that you have read, understood, and agree to be bound by these Terms.

2. Service Description and Scope

Services Offered

We provide professional plumbing and heating services including:

  • Plumbing Services: Repair, installation, and maintenance of pipes, fixtures, water heaters, and plumbing systems
  • Heating Services: Installation, repair, and maintenance of heating systems, boilers, and furnaces
  • Emergency Services: 24/7 emergency plumbing and heating repairs
  • Preventive Maintenance: Service agreements for regular maintenance and priority service

Service Area

We serve residential and commercial customers throughout Middlesex and Essex Counties in Massachusetts. Service outside these areas may be available upon special arrangement and may incur additional charges.

Technician Protocols & Privacy

All technicians use an AI audio recording device while onsite for technical training purposes only. This information is strictly for internal training and quality assurance and is not shared outside of Jeneral Plumbing LLC.

Home Improvement Contractor Registration

For work that extends beyond pure plumbing or HVAC services and exceeds $1,000, we maintain proper Home Improvement Contractor (HIC) registration as required by Massachusetts law.

3. Scheduling and Access

Appointment Scheduling

  • Service appointments are scheduled through our office or online booking system
  • We provide estimated arrival windows and will contact you if delays occur
  • Emergency services are prioritized based on severity and availability

Cancellation Policy

24-Hour Notice Required: To avoid cancellation fees, please provide at least 24 hours advance notice for appointment cancellations or rescheduling.

  • Cancellation Fees:
  • Less than 24 hours notice: $79 cancellation fee
  • No-show (technician arrives and no one is present): $99 fee

Exceptions: We waive cancellation fees for documented emergencies, severe weather conditions, or other circumstances beyond your control.

Property Access Requirements

By scheduling service, you agree to:

  • Provide safe access to work areas
  • Secure pets in a separate area
  • Clear work areas of personal belongings
  • Ensure availability of parking within reasonable distance
  • Provide access to electrical outlets and water supply as needed
  • Be present or have an authorized adult (18+) present during service

Work Hours

Standard Business Hours: Monday - Friday 7:00 AM - 5:00 PM, Saturday 8:00 AM - 3:30 PM. 24/7 coverage available for off-hours, holidays, and Sundays (additional fees apply).

4. Pricing and Payment

Diagnostic & Dispatch Fees

Diagnostic fees apply to all service calls and must be paid upfront. These fees cover travel, initial diagnosis, and repair estimates.

  • Standard Onsite Diagnostic Fee: $79
  • Emergency Dispatch Fee: $599 (Non-refundable. Applies to off-hours, holidays, and Sundays. Covers dispatch only; does not apply to work performed.)

Important: Fees are subject to change. Current fees will always be disclosed upfront prior to work being performed. Diagnostic fees apply even if no repairs are performed.

Pricing Structure

  • Hourly Rate Work: Labor charged at published hourly rates plus materials
  • Flat Rate Pricing: Available for common repairs with upfront pricing
  • Project Estimates: Written estimates provided for larger jobs

Payment Terms

  • Payment Due: Upon completion of work unless other arrangements are made
  • Accepted Payment Methods: Cash, check, credit card (Visa, MasterCard, American Express, Discover)
  • Commercial Accounts: Net 30 billing available with approved credit

Deposits and Large Projects

For all jobs $1,000 or greater:

  • 50% deposit required before work begins
  • Remaining 50% due at completion of work
  • If inspection is required: Full balance must be paid before inspection is scheduled

Late Payment

  • Late Fees: 1.5% monthly (18% annual) on past due balances
  • Collection Costs: You agree to pay all costs of collection including reasonable attorney's fees

5. Warranties and Guarantees

Labor Warranty

We warrant our labor for a minimum of two (2) years from the date of service. This warranty covers defects in workmanship when services are performed by our licensed technicians.

Equipment Warranties

  • Manufacturer Warranties: New equipment includes manufacturer warranties (typically 5-10 years)
  • Registration Required: Customer must register equipment with manufacturer to activate warranty
  • Extended Warranties: Available through our service agreement programs

Warranty Limitations

Our warranty covers only work performed by Jeneral Plumbing and does not include:

  • Damage from abuse, misuse, or neglect
  • Normal wear and tear
  • Acts of God or force majeure
  • Work performed by others
  • Failure to maintain equipment properly

Massachusetts Implied Warranties

Important Notice: Under Massachusetts law (M.G.L. c. 106, § 2-316A), we cannot disclaim implied warranties for consumer services. This means you have implied warranty rights including:

  • Implied Warranty of Merchantability: Services will be performed in a workmanlike manner
  • Implied Warranty of Fitness: Services will be suitable for their intended purpose

These implied warranties exist regardless of any express warranties we provide.

Contact Information

Jeneral Plumbing

  • Main Office: 5 Westford Hills Rd, Westford, MA, 01886
  • Phone: (978) 392-7789
  • Email: office@jeneral-plumbing.com
  • Website: www.jeneral-plumbing.com
  • Standard Business Hours: Monday-Friday: 7:00 AM - 5:00 PM, Saturday: 8:00 AM - 3:30 PM
  • Emergency Service: Available 24/7 (Sundays, Holidays, Off-Hours)
  • Massachusetts Licenses: Master Plumber License: PL17950-M

Acknowledgment

By using our website or services, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions. If you do not agree to these Terms, please do not use our website or services.

These Terms & Conditions are designed to comply with Massachusetts law, including Chapter 93A consumer protection requirements, warranty obligations under M.G.L. c. 106, § 2-316A, and federal requirements including the E-SIGN Act and CAN-SPAM Act. We recommend reviewing these Terms with legal counsel periodically to ensure continued compliance.

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These terms protect both you and us. We're committed to fair and transparent service.

Thank you for choosing Jeneral Plumbing!