Customer Policy

1. Payments & Deposits

Jobs $150 or Less

Full payment is required when booking.

Jobs Over $150

• A $50 non-refundable deposit is required to reserve the appointment.
• Remaining balance is due immediately after the work is finished.

No Cash Policy

We only accept electronic payments (credit/debit cards, digital wallets) for everyone's safety and to maintain accurate records.

2. Travel & Labor Rates

• $165/hour labor rate — same inside and outside the 10-mile radius
• Travel Fee: $20 base fee plus $1.00 per mile beyond 10 miles
• 1-hour minimum on every job

Examples:
• 5 miles away → just normal labor rate (no travel fee)
• 20 miles away → $20 + $10 mileage fee = $30 total travel fee

3. Warranty Coverage

We stand behind our work:

Warranty Exclusions

Warranty does not cover failures due to:

• Lack of maintenance or abuse
• Another shop touching the repair afterward
• Wrong part supplied by customer
• No documentation of the original repair

We keep photos and digital records to help with warranty claims.

4. Accurate Information Required

You must provide correct details when booking:

• Vehicle year, make, model, and engine
• Accurate location for service
• Honest description of the issue

If incorrect information causes delays, extra work, or prevents the appointment from happening:

• Deposit is still non-refundable
• Any additional labor or parts required will be added to the invoice

5. Scheduling & Cancellations

• You may reschedule 24+ hours before the appointment with no penalty
• Less than 24 hours notice = deposit is forfeited
• If you are not present or we cannot access the vehicle = no-show and deposit is forfeited

6. Documentation

We take photos of:

• Your vehicle before starting work
• Old parts being removed
• New parts being installed

All photos stay in your digital file for warranty claims and your peace of mind.

7. Communication

We communicate via text and email so everything stays documented and easy to follow. Phone support is not offered at this time — this keeps things clear and efficient for everyone.

8. Rusted, Seized, or Stuck Parts

Older vehicles can have parts that are corroded, seized, or previously over-tightened. If something breaks during removal due to pre-existing conditions:

• We are not responsible for the damage
• Additional repairs or parts may be needed and billed accordingly

We'll always show you what happened and explain why.

9. Diagnostic Services

Diagnostic time is billable even if you choose not to proceed with the repair. Our professional expertise and time have value regardless of your decision to continue with recommended services.

10. Vehicle Safety & Stop-Work

If we discover a major safety issue during service:

• We may stop the job until the unsafe condition is repaired
• If continuing the repair would put you or us at risk, we will not proceed

Your safety — and ours — always comes first.

11. Towing & Non-Drivable Situations

Some jobs require disassembly that may temporarily disable the vehicle. If the car cannot be driven after service:

• The customer is responsible for any needed towing or storage arrangements

We will communicate clearly if a job may result in temporary non-drivability.

12. Respectful Conduct

We treat every customer with respect and professionalism. We expect the same in return. Abusive, threatening, or disrespectful behavior will result in immediate termination of service with no refund.

13. Hazardous Waste Disposal

Fluids (oil, coolant, brake fluid) and certain parts require safe, environmentally responsible disposal. If an environmental disposal fee applies, it will be clearly itemized in your quote.

14. Weather Conditions

If weather conditions make it unsafe to work (rain, extreme heat, etc.), we may need to reschedule to protect everyone and your vehicle. We will notify you as soon as possible if rescheduling is necessary.

15. Emergency & After-Hours Service

When available, after-hours or emergency service may include an additional fee. Any such fees will be disclosed before booking.

16. Mobile Limitations & Right to Decline Service

Some repairs require a shop environment, heavy equipment, or multiple-day disassembly. Because we are a mobile service:

• We may decline or stop a repair if proper equipment or safe working conditions are not available
• We may decline jobs that exceed mobile service limits (typically anything requiring major teardown or immobilizing the vehicle overnight)
• We reserve the right to reschedule, adjust the quote, or refer the job to a full repair facility when needed

This protects your vehicle from being left undriveable and ensures every repair is performed safely and professionally.

Deposits remain non-refundable if work is declined on-site due to undisclosed conditions, incorrect information, or safety concerns.

Contact Us

Questions about this policy? Contact us at info@swoopserviceauto.com

Swoop Service Auto LLC
760 Newhall Drive #1157
San Jose, CA 95110