Our Service Policy & Client Expectations

Effective Date: January 1, 2025

1. Scope of Services

Clocks are returned in working condition following setup, partial service, or full service—unless an issue is identified that prevents proper function, in which case recommendations will be provided and discussed with the client. If a clock is only set up or partially serviced at the client’s request, and further repair needs are identified, those recommendations will be noted and communicated. Luis Simao’s Clock Repair is not responsible for the future performance of any clock that was not fully repaired or serviced after recommendations were made and declined by the client.

2. Payment & Consultation Fee

Full payment is due upon completion of service unless otherwise agreed in writing. A $100 consultation fee is charged for all service evaluations and is due at the time of the consultation. This fee is separate from any future service charges. The consultation fee will only be waived under the following conditions:

The client was referred by an existing client and provides the full name of that referring client at the time of scheduling or service.
The technician on site chooses to waive the fee at their discretion.

If a full service or repair is approved based on our recommendation, the consultation fee will be waived and replaced with the total service cost. If the client declines additional services, or if the total cost equals exactly $100, the consultation fee remains in place.

3. Estimates & Client Authorization

All estimates are valid for 30 days and are subject to change if additional issues or damage are discovered during disassembly or upon further inspection in our shop. If replacement parts are required or costs increase, the client will be contacted for approval before any further work is performed.

4. Service Timeframe

Estimated completion and return dates are approximate and provided as a courtesy. They are not guaranteed and may vary due to the complexity of the repair, parts availability, or extended testing periods. Clients will be notified of any significant changes.

5. Cleaning & Servicing

Cleaning includes, but is not limited to disassembly, ultrasonic or manual cleaning, bushing replacement (if applicable), lubrication, and functional testing. Cosmetic restoration is not included unless requested.

6. Parts & Availability

Replacement parts may be new, original, or refurbished depending on availability. In the event a part is unavailable, the client will be informed of any delays or substitute options.

7. Warranty

Warranty coverage applies only to the specific repairs or services performed. Work performed by Luis Simao's Clock Repair is covered by a limited warranty specific to the services rendered. If a part fails due to manufacturer defect or natural wear, the client will be responsible for the cost of the new part, and we will replace it at no additional labor charge. Any handling, service, or tampering by the client or third party after return may void the warranty.

8. Clock Donations

Luis Simao’s Clock Repair does not purchase clocks at this time. However, we gladly accept clocks offered as donations for parts, restoration training, or display. Once donated, clocks become the full property of Luis Simao’s Clock Repair and may be used, dismantled, or repurposed at our discretion. We do not provide financial compensation or tax receipts for donations.

9. Third-Party Handling & Resolution Timeline

If a clock is evaluated or serviced by a third party after it has been returned to the client, we require time-stamped documentation of any findings before further handling or disassembly occurs. This documentation must be submitted within 48 hours of our written request or of the client bringing the issue to our attention—whichever comes first.

This policy helps ensure that no further changes compromise an accurate assessment of our work. It also allows us to verify that any issues were not introduced after service and that the third-party evaluation is being conducted in good faith. All documentation must include clear images, written evaluations, and verifiable time stamps. Failure to submit these materials within the required timeframe may result in our inability to review or respond to the claim, and any warranty coverage may be considered void. This requirement is in place to protect the integrity of our service, ensure accurate recordkeeping, and minimize liability disputes.

10. Unclaimed Clocks & Storage Fees

Clocks not picked up or scheduled for delivery within 90 days of completion may be subject to a $5/week storage fee. After 180 days without contact, the clock may be considered abandoned unless prior arrangements have been made in writing.

11. Limitations of Liability

We are not responsible for pre-existing damage, undisclosed issues, or mechanical failure unrelated to the services performed. We are also not liable for damage occurring after the item leaves our possession unless it is due to transport.

12. Consent to Communication

By using the services of Luis Simao’s Clock Repair, you agree to receive communications from us related to your service, including but not limited to phone calls, text messages, voicemails, and emails. These communications may be used to confirm appointments, provide service updates, request approvals, send invoices, or follow up on service-related matters.

We respect your privacy and will not use your contact information for unrelated marketing purposes or share it with third parties without your consent.

Contact:

support@lscrepairs.com | 386-227-7652