Customer Satisfaction & Performance Guarantee

Equipment Maintenance & Service Commitment

In consideration of the customer’s rental agreement, Veritas Water & Ice guarantees full maintenance and service for the rented equipment, provided it is used in accordance with the manufacturer’s guidelines. This guarantee remains in effect for the entire rental period and any subsequent renewals.

Repair & Replacement Guarantee

If the equipment requires repairs due to normal use, Veritas Water & Ice will service the unit at no cost to the customer, covering:

• All service calls
• All parts
• All labor, including travel
• All required filters

If the equipment cannot be repaired, it will be replaced with a model of equal or greater capabilities at no additional cost.

Customer Responsibility & Service Fees

The customer assumes responsibility for the following service-related costs:

Improper Use or Damage: If the unit is damaged, moved without approval, or used improperly, the customer is responsible for the service call fee. This includes, but is not limited to:

• Moving or relocating the unit without Veritas Water & Ice authorization.
• Putting anything other than water down the drain, resulting in pump clogs or equipment failure.
• Using the unit in a manner inconsistent with its intended purpose.

Service Call Fees: $75–$150 per service call, depending on the extent of the issue.

Relocation Fee: If a customer requests to move the unit, Veritas Water & Ice will relocate it for a fee of $200–$300, based on distance and complexity.

Performance Guarantee & Customer Remedies

If the customer believes the equipment does not meet minimum performance standards, the following process applies:

1. The customer must notify Veritas Water & Ice in writing within ten (10) days of detecting unsatisfactory performance.
2. Veritas Water & Ice shall have five (5) business days from receipt of the written notice to correct the issue.
3. If the issue is not resolved within this period, the customer will receive a refund equal to one month’s rental payment per non-performing system for each month of non-performance, beginning from the date of the initial written notification.

Included Customer Benefits

• Free loaner units during extended repairs
• Full replacement guarantee for non-repairable units
• Priority service for rental customers

Acknowledgment & Agreement

By signing below, both parties agree to the terms of this Customer Satisfaction & Performance Guarantee.