Terms of Service

These terms apply when you book an appliance repair with us and when you use this website. Booking a visit means you accept them.

1. Who we are

Repairs are carried out by Sub-Zero Help, an independent appliance repair company, 2727 Paces Ferry Rd SE, Atlanta, GA 30339.

We are an independent service company. We are not affiliated with, authorized by or endorsed by Sub-Zero Group, Inc., Wolf Appliance, Inc., or any other manufacturer named on this site. Our service is independent and is not factory-authorized. If your appliance is under a manufacturer’s warranty, check the warranty terms or ask the manufacturer about coverage before booking. For factory-authorized service, visit subzero-wolf.com.

2. Service area and scheduling

We serve the metro areas listed on our Service Areas page; coverage and appointment availability depend on the address. When you book, we give you an arrival window rather than an exact time, because the length of each job varies. Same-day diagnostic visits may be available, subject to technician availability; repair completion depends on the diagnosis and parts availability. Timelines quoted on this site — including “most repairs finished in 3–5 days” — are typical, not promised: parts availability and the condition of the appliance decide the real timeline.

3. Diagnostic visit and fee

The first visit is a diagnostic visit. A technician inspects and tests the appliance to establish what has failed.

• The diagnostic fee is quoted to you before the visit is booked and is payable at that visit.
• If you go ahead with the repair, that diagnostic fee is credited against the cost of the repair.
• If you decide not to proceed, the fee covers the visit and the diagnosis and is not refundable.
• Where an appliance is built in and has to be pulled out, or the fault is intermittent and needs extended testing, we will tell you before we start if additional diagnostic time will be charged.

4. Estimates and your approval

After diagnosis we give you a price for the repair, covering parts and labor. No repair work begins until you approve that price. If we open the appliance and find a second fault, or a part turns out to be different from the one quoted, we stop and come back to you with a revised price before continuing.

An estimate is valid for 30 days and assumes the appliance is in the condition we found it in.

5. Parts

• We fit genuine OEM parts wherever they are available for your model. Where a manufacturer no longer supplies a part, we will tell you what the alternatives are before ordering.
• Parts ordered specially for your appliance are ordered once you approve the quote. Special-order parts are not returnable, so a cancellation after the order is placed may still be charged.
• Lead times depend on the supplier. We tell you the expected wait when we order and keep you updated if it changes.
• Parts we remove and replace become our property unless you ask for them back at the time of the repair.

6. Warranty

We give a written 6-month warranty on the parts we supply and the labor we perform, starting on the day the repair is completed. If the same fault returns within that period, we come back and put it right at no charge.

The warranty does not cover:

• a different fault, or a new failure in another component that we did not repair;
• damage from misuse, accident, power surges, water supply problems, pests, or improper installation;
• work performed on the appliance by anyone else after our visit;
• appliances that were already damaged in a way we identified and documented at the time of the repair;
• cosmetic wear, and consumable items such as filters and bulbs;
• parts you supplied yourself — in that case labor only is covered.

To claim, call us at (404) 474-1374 with the date of the original repair. Warranty visits are scheduled the same way as any other appointment.

7. Payment

• The diagnostic fee is due at the diagnostic visit. The balance is due when the repair is completed, before the technician leaves.
• We accept the payment methods listed on your invoice. Prices quoted do not include sales tax where it applies.
• Unpaid balances may be subject to a late charge and to the reasonable costs of collection permitted by Georgia law.
• A returned or reversed payment may incur a fee.

8. Cancellations and access

• Cancel or reschedule by calling us. We ask for as much notice as you can give — the same morning is usually enough.
• If the technician arrives within the agreed window and cannot get access to the property or to the appliance, the visit counts as a diagnostic visit and the diagnostic fee applies.
• Someone aged 18 or over must be at the property throughout the visit.
• If a part has already been special-ordered for your appliance, cancelling does not remove the cost of that part.

9. What we ask of you

• Clear access to the appliance, including space to pull a built-in unit out where that is needed.
• Empty a refrigerator, freezer or wine cabinet of food and bottles before the visit where we have asked you to. We are not responsible for spoiled food or wine.
• Pets secured, and a safe working area for the technician.
• Tell us anything you know about previous repairs, leaks or electrical problems — it usually shortens the diagnosis.
• Confirm that you own the appliance or are authorized by the owner to have it repaired.

10. Limits on our responsibility

We carry out our work with reasonable care and skill, and we are responsible for damage we cause through our own negligence. Beyond that:

• Some appliances are old enough, or damaged enough, that a repair cannot be guaranteed to succeed. Where we think that is the case we tell you before you approve the work.
• We are not responsible for pre-existing conditions we did not cause, for faults in the home’s electrical, plumbing or gas supply, or for damage caused by continuing to use an appliance we advised you to stop using.
• We are not responsible for indirect or consequential losses — such as spoiled food, lost income or the cost of a replacement appliance.
• Except where the law does not allow it to be limited, our total liability for any claim is limited to the amount you paid us for the repair the claim relates to.

11. Website content and trademarks

The text, photographs and repair case studies on this site are ours and may not be copied or republished without permission. The repair jobs shown are real jobs performed by our technicians; the appliances belong to their owners.

Sub-Zero, Wolf, Cove and other brand names, trademarks and model designations are the property of their respective owners and are used here only to describe the appliances we service.

Information on this site is general guidance about common faults. It is not a diagnosis of your appliance, and following it does not replace a technician’s inspection. Never attempt a gas or high-voltage repair yourself.

12. Communications

When you submit a service request, we may call you about it. We send non-marketing text messages about your request and appointment if you select the optional SMS checkbox on the form or give consent by phone. You may request service without SMS consent. Reply STOP to opt out of texts. How we handle your information is set out in our Privacy Policy.

13. Resolving a problem

If something went wrong, call us first at (404) 474-1374 — almost everything is resolved with a return visit. If we cannot settle it that way, both sides agree to try to resolve the dispute informally for 30 days before starting any legal proceedings. Nothing here stops either side from bringing a claim in small claims court.

14. Governing law

These terms are governed by the laws of the State of Georgia, without regard to its conflict of law rules. Any dispute that reaches a court will be brought in the state or federal courts serving Cobb County, Georgia.

If any part of these terms is found unenforceable, the rest stays in force.

15. Changes to these terms

We may update these terms as our services change. The version published on this page on the day you book is the version that applies to that job.

16. Contact

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