Terms & Conditions

Company Information

These Terms & Conditions govern your relationship with:

References to "Hana Hou," "we," "us," or "our" throughout these Terms refer to Hana Hou AC Heat Plumbing Electrical. References to "you," "your," or "customer" refer to any individual or entity who uses our website, contacts us, or receives services from us.

Services Offered

Hana Hou provides licensed residential and commercial home services in the following trades:

• Air Conditioning & Cooling: Installation, repair, maintenance, and replacement of AC systems and mini-splits
• Heating Systems: Furnace repair and replacement, heat pump service, and heating system maintenance
• Plumbing: Leak detection and repair, drain cleaning, water heater service, pipe repair and repiping, fixture installation, and sewer line service
• Electrical: Panel upgrades, outlet and switch repairs, lighting installation, EV charger installation, and general electrical repairs
• Emergency Services: 24/7 emergency response for urgent AC, heating, plumbing, and electrical failures

All services are performed by licensed, insured technicians. We reserve the right to decline service requests that fall outside our licensed scope of work or service area.

SMS & Text Messaging Terms

Program Description

Hana Hou AC Heat Plumbing Electrical operates an SMS messaging program to communicate with customers regarding service appointments, technician dispatch, and promotional offers. Messages are sent from our business number: (949) 594-4894.

How to Opt In

You may opt in to receive SMS messages by checking one or both consent checkboxes on our service request form. Two separate opt-ins are available:

• Transactional / Non-Marketing Messages: Appointment confirmations, technician dispatch updates, arrival ETAs, estimate follow-ups, and job status notifications.
• Marketing & Promotional Messages: Seasonal specials, discount offers, maintenance reminders, and service announcements.

Both checkboxes are unchecked by default. You must actively select each checkbox to opt in. By opting in, you confirm that you are the account holder or have permission from the account holder to receive messages at the number provided.

Message Frequency & Content

• Transactional messages: Sent as needed in connection with your service request. Frequency depends on the nature and stage of your service.
• Marketing messages: Sent up to 4 times per month. We will not flood your inbox.

Rates

Message and data rates may apply. Standard rates charged by your wireless carrier apply to all SMS messages sent and received. Hana Hou does not charge a fee to participate in our SMS program.

Supported Carriers

Our SMS program is available through most major US wireless carriers including AT&T, T-Mobile, Verizon, Sprint/T-Mobile, US Cellular, and others. Service may not be available on all carriers. Carrier is not liable for delayed or undelivered messages.

SMS Keyword Commands

You may send the following keywords at any time to manage your SMS subscription:

How to Opt Out

No Sharing of SMS Data

SMS Disclaimer

Hana Hou is not responsible for delays or failures in message delivery caused by wireless carrier networks, technical issues, or circumstances outside our control. SMS communications are not a substitute for emergency services. For emergencies involving safety risk, contact 911 immediately.

Estimates & Pricing

Hana Hou provides free estimates for most residential services. Estimates are provided after a diagnostic assessment by one of our licensed technicians and are based on the scope of work observed at the time of the visit.

• Written Estimates: All estimates over $500 will be provided in writing before work begins. Your signature constitutes authorization to proceed.
• Estimate Validity: Estimates are valid for 30 days from the date issued, subject to parts availability and current labor rates.
• Diagnostic Fees: A diagnostic service fee may apply for emergency calls, after-hours visits, or certain specialized assessments. This fee will be disclosed before the visit.
• Scope Changes: If unexpected conditions are discovered during service that require additional work, we will stop and present a revised estimate before proceeding. No additional charges will be incurred without your approval.
• Pricing: All prices are quoted in US dollars and include labor. Parts, materials, and applicable taxes are itemized separately on your invoice.

Appointments & Cancellations

Scheduling

Service appointments are scheduled based on technician availability. We will provide a scheduled window and notify you when your technician is on the way. Appointment times are estimates and may be affected by traffic, prior service calls, or other circumstances.

Cancellations & Rescheduling

• Standard Cancellations: You may cancel or reschedule at no charge with at least 2 hours' notice before your scheduled appointment window.
• Late Cancellations: Cancellations with less than 2 hours' notice may be subject to a late cancellation fee, which will be disclosed at the time of booking.
• No-Shows: If our technician arrives and cannot access the property or no one is available to authorize the work, a trip charge may apply.

Emergency Services

Emergency service requests are responded to as quickly as possible on a priority basis. Emergency and after-hours rates may apply and will be disclosed before dispatch.

Payment Terms

• Payment Due: Payment is due upon completion of service unless prior arrangements have been made in writing.
• Accepted Methods: We accept cash, check, and major credit and debit cards. Financing options may be available for qualifying projects.
• Deposits: For large projects or special-order equipment, a deposit of up to 50% of the total estimated cost may be required before work begins.
• Returned Checks: A fee of $35 will be charged for any returned check, in addition to any bank-imposed fees.
• Late Payments: Invoices unpaid after 30 days may accrue interest at the rate of 1.5% per month (18% annually) on the outstanding balance.
• Collections: Accounts delinquent by more than 60 days may be referred to a collection agency. You agree to pay all costs of collection, including reasonable attorney's fees.

Warranties & Guarantees

Labor Warranty

Hana Hou warrants all labor performed by our technicians for a period of 90 days from the date of service completion. If a defect in our workmanship is identified within this period, we will return and correct the issue at no additional charge.

Parts & Equipment Warranty

Parts and equipment are subject to the manufacturer's warranty terms. We will assist you in processing warranty claims with the manufacturer when applicable. Manufacturer warranties may range from 1 year to 10 years depending on the product.

Warranty Exclusions

Warranties do not cover:

• Damage caused by misuse, neglect, improper maintenance, or unauthorized modifications
• Normal wear and tear
• Pre-existing conditions not related to work performed by Hana Hou
• Damage caused by acts of nature, floods, fires, or other events outside our control

Satisfaction Guarantee

If you are not satisfied with our service, please contact us within 5 business days of service completion. We will work with you in good faith to resolve your concern.

Limitation of Liability

Hana Hou shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of data, business interruption, or property damage beyond the direct result of our work, even if we have been advised of the possibility of such damages.

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

Intellectual Property

All content on our website — including the Hana Hou name, logo, text, graphics, photos, and design — is the property of Hana Hou AC Heat Plumbing Electrical and is protected by applicable copyright, trademark, and intellectual property laws.

You may not copy, reproduce, distribute, modify, or create derivative works from any content on our website without our express written consent.

User Conduct & Website Use

When using our website or submitting information to us, you agree not to:

• Provide false, misleading, or fraudulent information in any form or communication
• Use our website for any unlawful purpose or in violation of any applicable law
• Attempt to gain unauthorized access to any portion of our website or systems
• Transmit spam, malware, or any harmful code through our forms or communications
• Impersonate any person or entity or misrepresent your affiliation with any person or entity
• Interfere with or disrupt the operation of our website or servers

We reserve the right to block access to our website or refuse service to anyone who violates these Terms or engages in abusive, threatening, or fraudulent behavior.

Dispute Resolution

In the event of a dispute arising out of or related to these Terms or our services, the parties agree to first attempt to resolve the dispute through good-faith negotiation.

If the dispute cannot be resolved through negotiation within 30 days, either party may pursue resolution through binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, or through a small claims court of competent jurisdiction if the amount in dispute qualifies.

Class Action Waiver: You agree to resolve any dispute on an individual basis and waive any right to bring or participate in a class action lawsuit or class-wide arbitration against Hana Hou.

Governing Law

These Terms & Conditions shall be governed by and construed in accordance with the laws of the State of California, without regard to its conflict of law provisions. Any legal proceedings not subject to arbitration shall be brought exclusively in the state or federal courts located in Orange County, California.

If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that the remaining provisions of these Terms remain in full force and effect.

Changes to These Terms

We reserve the right to modify these Terms & Conditions at any time. Material changes will be reflected by updating the "Last Updated" date at the top of this page. We may also notify you of significant changes via the contact information you have provided.

Your continued use of our website or services after changes are posted constitutes your acceptance of the revised Terms. We encourage you to review this page periodically.

Contact Us

For questions about these Terms & Conditions, to exercise your rights, or to contact us regarding any matter covered in this document: