Terms and Conditions
These Terms and Conditions (the “Terms”) govern all estimates, proposals, work orders, service tickets, and invoices issued by Call Red Truck Plumbing, a d/b/a of Astro Integrated Solutions LLC, a North Carolina limited liability company (“Red Truck,” “we,” “us,” or “our”), to the customer identified on the related estimate, work order, or invoice (“Customer,” “you,” or “your”). By signing a Red Truck estimate or work order, paying a deposit, authorizing work verbally or in writing, or permitting Red Truck personnel to perform work at your property, you acknowledge that you have read, understood, and agreed to be bound by these Terms.
1. Acceptance & Authority
The individual signing or authorizing work represents that he or she is the legal owner of the property or is otherwise authorized to engage Red Truck and to bind the property owner to these Terms. If you are not the property owner, you personally guarantee payment in full for all work performed.
2. Estimates & Scope of Work
Written estimates issued by Red Truck are valid for thirty (30) days from the date of issuance unless otherwise stated. Verbal estimates are non-binding and provided for informational purposes only. Estimates are based on conditions visible at the time of inspection and do not include work not expressly described in writing. Anything not listed on the estimate or work order is excluded from the scope.
3. Dispatch & Diagnostic Fees
Red Truck charges a dispatch and diagnostic fee for each service visit, disclosed at the time of booking. This fee covers travel, on-site assessment, and a written estimate. The dispatch fee is earned upon arrival and is non-refundable, regardless of whether Customer elects to proceed with the recommended repair. Red Truck reserves the right to credit the dispatch fee toward authorized repair work at its sole discretion.
4. Payment Terms
(a) Due on Completion. All charges are due and payable in full upon completion of the work, prior to Red Truck’s departure from the job site, unless other terms are agreed to in writing.
(b) Deposits. For jobs exceeding $500, Red Truck may require a deposit of up to 50% of the estimated total before scheduling or ordering materials. Deposits are non-refundable once materials have been ordered or special-order parts have been sourced.
(c) Accepted Methods. Red Truck accepts cash, ACH, and major credit/debit cards. A processing surcharge of up to 3% may be added to credit card transactions where permitted by law.
(d) Late Charges. Any unpaid balance more than five (5) days past due will accrue a service charge of 1.5% per month (18% per annum), or the maximum rate permitted under North Carolina law, whichever is less, until paid in full.
(e) Returned Payments. Returned checks or reversed electronic payments are subject to a fee of $35 or the maximum permitted by N.C. Gen. Stat. § 25-3-506, whichever is greater.
(f) Collections. Customer is responsible for all costs of collection, including reasonable attorneys’ fees and court costs, to the fullest extent permitted by law.
5. Change Orders & Additional Work
Any change to the agreed scope, materials, or price must be authorized by Customer before the work is performed. Written authorization is preferred; verbal authorization on-site is acceptable in emergency or time-sensitive situations and will be documented in writing on the final invoice. Additional work is billed at Red Truck’s then-current rates.
6. Unforeseen & Concealed Conditions
Red Truck cannot guarantee discovery of conditions that are concealed within walls, floors, slabs, ceilings, or otherwise not visible during the initial inspection. Conditions such as corroded or galvanized pipe, non-code-compliant prior work, root intrusion, hidden leaks, structural rot, or substandard original construction may require additional labor and materials. Any resulting cost increase will be presented to Customer for approval as a change order before work continues.
7. Permits, Inspections & Code Compliance
Where required, Red Truck will pull permits and coordinate inspections, and the permit fee plus a reasonable administrative charge will be billed to Customer. Red Truck performs work to applicable provisions of the North Carolina State Plumbing Code and local jurisdiction requirements in effect at the time of the work. Red Truck is not responsible for bringing pre-existing non-conforming work into compliance unless expressly included in the scope. If a local code official requires pre-existing, non-conforming conditions to be corrected in order to approve
Red Truck’s permitted work, such additional code compliance corrections shall constitute an automatic, mandatory Change Order billable to the Customer at Red Truck’s then-current rates. Customer’s authorization for such work is deemed granted under these Terms; if Customer refuses to permit or fund such required code corrections, Red Truck may suspend work without penalty and the final invoice for all work performed to date shall become immediately due and payable.
8. Customer Responsibilities
Customer shall: (a) provide reasonable and safe access to the work area, including water, power, and restroom access where appropriate; (b) secure pets and remove valuables, fragile items, and obstructions from the work area before Red Truck’s arrival; (c) disclose known issues, prior repairs, and the location of main water and gas shut-offs; and (d) provide accurate property and contact information. Red Truck is not responsible for delays or additional charges resulting from Customer’s failure to meet these responsibilities.
9. Customer-Supplied Materials
If Customer requests installation of fixtures, parts, or equipment not supplied by Red Truck, Red Truck provides no warranty of any kind on those items, including suitability for the intended use. Customer assumes all risk of defects, mismatched specifications, and warranty claims with the manufacturer or seller. Additional labor required to address defects in Customer-supplied materials is billable at standard rates.
10. Workmanship Warranty — Opt-In Only
NO WORKMANSHIP WARRANTY IS PROVIDED BY DEFAULT. Red Truck provides no warranty of any kind on labor, workmanship, diagnosis, or service results unless a specific warranty term (e.g., “90-day workmanship warranty” or “1-year workmanship warranty”) is expressly written on the invoice or work order applicable to the specific service. If the invoice is silent as to warranty, all labor and workmanship are sold AS IS, with all faults, and Customer accepts the work without recourse against Red Truck for the quality, durability, or longevity of the workmanship.
When a Warranty Is Granted. Where Red Truck does extend a written workmanship warranty on a specific invoice, that warranty is a Limited Warranty (as that term is used in 15 U.S.C. § 2303) and is subject to all exclusions in Section 11 below. Red Truck’s sole obligation under any granted warranty is, at Red Truck’s option, to repair or re-perform the defective workmanship. Warranty service further requires that Customer (i) be current on all amounts owed to Red Truck and (ii) notify Red Truck in writing within fourteen (14) days of discovering the issue.
Manufacturer Warranties on Parts. Manufacturer warranties on parts, fixtures, and equipment supplied by Red Truck are passed through to Customer on the terms set by the manufacturer. Red Truck does not separately warrant the parts themselves and is not the guarantor of the manufacturer’s obligations.
11. Warranty Exclusions (When a Warranty Is Granted)
Where Red Truck has expressly granted a workmanship warranty on the invoice, that warranty does not cover:
(a) drain cleaning, drain clearing, jetting, snaking, or any work involving lines, fittings, or systems with pre-existing root intrusion, scale, grease, or structural defect;
(b) work on systems Customer declined to repair or replace despite Red Truck’s recommendation;
(c) damage caused by hard water, sediment, freezing, power surges, negligence, abuse, vandalism, alterations by others, acts of God, or events beyond Red Truck’s reasonable control;
(d) Customer-supplied materials; (e) cosmetic or finish variations; or (f) any loss of use, food spoilage, or
other consequential damages.
12. Limitation of Liability
To the maximum extent permitted by North Carolina law: Red Truck’s total cumulative liability arising out of or related to the services, regardless of the form of action, shall not exceed the total amount paid by Customer to Red Truck for the specific service giving rise to the claim. In no event shall Red Truck be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including but not limited to lost profits, loss of business, loss of use, water damage to personal property beyond reasonable repair, mold remediation, or alternative housing costs, even if Red Truck has been advised of the possibility of such damages.
13. Indemnification
Customer shall indemnify, defend, and hold harmless Red Truck and its officers, employees, and subcontractors from and against any claims, damages, losses, and expenses (including reasonable attorneys’ fees) arising out of (a) Customer’s breach of these Terms, (b) Customer’s negligent or wrongful acts or omissions, (c) inaccurate or incomplete information provided by Customer, or (d) conditions at the property not caused by Red Truck.
14. Hazardous Materials
Red Truck’s scope excludes the identification, handling, removal, or remediation of asbestos, lead, mold, sewage contamination, biohazards, or other hazardous materials. If such materials are encountered, Red Truck will stop work in the affected area and notify Customer. Customer is responsible for engaging a licensed abatement professional at Customer’s sole cost before Red Truck resumes work.
15. Property Protection & Pre-Existing Conditions
Red Truck will use reasonable care to protect Customer’s property. However, Red Truck is not responsible for:
(a) pre-existing damage, settling, or non-code-compliant conditions;
(b) minor cosmetic damage to drywall, paint, flooring, landscaping, or finishes that is unavoidable when accessing plumbing systems;
(c) damage caused by aging or deteriorated materials that fail when handled in the ordinary course of repair. Customer is responsible for cosmetic restoration unless expressly included in the scope of work. In the event of an active plumbing leak or emergency, Customer has an absolute duty to mitigate damages, including immediately turning off the property’s main water shut-off valve. Red Truck shall not be liable for any aggravated property damage, water damage, or mold growth resulting from Customer’s failure or delay in shutting off the water supply.
16. Photo & Video Documentation
Red Truck technicians may photograph or record video of the work area before, during, and after the work for quality assurance, training, warranty, and insurance documentation. Red Truck may use such images in anonymized form for internal training or marketing; identifying information about Customer or the property will not be published without Customer’s prior consent.
17. Scheduling, Cancellation & No-Show
Customer must cancel or reschedule a confirmed appointment at least two (2) hours before the scheduled arrival window. Failure to cancel timely, or failure to provide access at the scheduled time, results in a trip charge equal to the dispatch fee. Red Truck reserves the right to reschedule appointments due to weather, emergencies, or circumstances beyond its reasonable control.
18. North Carolina Right to Cancel (Home Solicitation) & Emergency Waiver
If this agreement constitutes a “home solicitation sale” as defined under N.C. Gen. Stat. Chapter 25A, Article 4, Customer generally has the right to cancel the transaction without penalty or obligation within three (3) business days from the transaction date by delivering written notice to Red Truck.
Emergency and Urgency Exception: Pursuant to N.C. Gen. Stat. § 25A-39(e), the right to cancel does not apply to goods or services requested without delay due to an urgency or an emergency. Customer explicitly acknowledges and agrees that by scheduling immediate on-site dispatch, requesting same-day or next-day service, or authorizing Red Truck to perform work to address active water leaks, sewage backups, structural risks, non-functioning fixtures, or plumbing system failures, Customer is issuing an express, written request to provide services without delay due to a bona fide urgency or emergency. Customer hereby explicitly waives any statutory 3-day right of cancellation for such urgent or emergency services. In the event Customer attempts to cancel after Red Truck has made a substantial beginning of performance, Customer shall remain strictly liable for all diagnostic fees, labor performed, and materials installed that cannot be returned to Red Truck in original condition.
19. Mechanic’s & Materialman’s Lien Rights
Under N.C. Gen. Stat. Chapter 44A, Red Truck has a right to claim a lien against the improved real property if any amounts owed remain unpaid. Red Truck reserves all rights and remedies available under North Carolina lien law, including filing a Claim of Lien on Real Property within the statutory period following last furnishing of labor or materials. Customer agrees to provide accurate ownership and lender information upon request to facilitate any required statutory notices.
20. Subcontractors
Red Truck may engage qualified, licensed, and insured subcontractors to perform portions of the work. Red Truck remains the Customer’s point of contact and is responsible for the overall quality of the work performed under these Terms.
21. Force Majeure
Red Truck is not liable for delays or failure to perform caused by events beyond its reasonable control, including but not limited to severe weather, natural disasters, fires, floods, supply-chain disruptions, labor shortages, pandemic-related restrictions, governmental orders, or utility outages. Red Truck will make reasonable efforts to notify Customer and resume work promptly.
22. Insurance
Red Truck carries general liability insurance and workers’ compensation coverage as required by North Carolina law. Customer is responsible for maintaining homeowner’s or property insurance covering Customer’s property, contents, and any losses not directly caused by Red Truck’s negligence.
23. Communications, Call Recording & Consent to Contact
Customer consents to Red Truck’s recording of inbound and outbound telephone calls for quality assurance, training, and dispute-resolution purposes. Customer further consents to receive service-related communications by phone, text message, and email at the contact information provided, including appointment confirmations, dispatch updates, invoice notices, and post-service follow-up. Message and data rates may apply. Customer may opt out of non-essential marketing communications at any time.
24. Dispute Resolution; Arbitration; Jury & Class-Action Waiver
(a) Informal Resolution. The parties will first attempt in good faith to resolve any dispute by direct negotiation within thirty (30) days of written notice from the complaining party.
(b) Binding Arbitration. If informal resolution fails, any dispute, claim, or controversy arising out of or relating to these Terms or the services, except for claims for amounts owed to Red Truck or for lien enforcement, shall be resolved by binding arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, with arbitration held in the county in North Carolina where the work was performed.
(c) Jury & Class-Action Waiver. To the maximum extent permitted by law, the parties waive any right to a trial by jury and agree that disputes will be resolved on an individual basis only; class actions, consolidated proceedings, and representative actions are not permitted.
25. Governing Law & Venue
These Terms are governed by the laws of the State of North Carolina, without regard to conflict-of-laws principles. Except for matters subject to arbitration above, the exclusive venue for any action lies in the state or federal courts located in Wake County, North Carolina, and the parties consent to personal jurisdiction in those courts.
26. Attorneys’ Fees
In any action or arbitration to enforce these Terms, the prevailing party is entitled to recover its reasonable attorneys’ fees and costs, to the fullest extent permitted by N.C. Gen. Stat. § 6-21.2 and other applicable law.
27. Assignment
Customer may not assign or transfer rights or obligations under these Terms without Red Truck’s prior written consent. Red Truck may assign these Terms in connection with a merger, sale, or transfer of all or substantially all of its assets without Customer’s consent.
28. Notices
Written notices to Red Truck must be sent to the business address listed on the invoice or estimate, with a copy by email to the address provided by Red Truck. Notices to Customer may be sent to the address, email, or phone number Customer has provided to Red Truck.
29. Severability, Entire Agreement & Modifications
If any provision of these Terms is held unenforceable, the remaining provisions will continue in full force. These Terms, together with the related estimate, work order, and/or invoice, constitute the entire agreement between the parties regarding the services and supersede all prior discussions and representations. No modification is effective unless in writing and signed by an authorized representative of Red Truck. Pre-printed terms on Customer’s purchase orders or forms have no effect.
30. Survival
Provisions that by their nature should survive completion or termination of the services, including payment obligations, warranty disclaimers, limitations of liability, indemnification, intellectual property, dispute resolution, governing law, and lien rights, shall survive.
EXCEPT FOR ANY LIMITED WORKMANSHIP WARRANTY EXPRESSLY STATED IN WRITING ON THE APPLICABLE INVOICE OR WORK ORDER, ALL LABOR, SERVICES, AND MATERIALS ARE PROVIDED “AS IS,” “WITH ALL FAULTS,” AND “AS AVAILABLE.” RED TRUCK HEREBY DISCLAIMS ALL OTHER WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY, OR ARISING FROM COURSE OF DEALING OR USAGE OF TRADE, INCLUDING WITHOUT LIMITATION ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, WORKMANLIKE PERFORMANCE, AND NON-INFRINGEMENT, TO THE MAXIMUM EXTENT PERMITTED BY NORTH CAROLINA LAW. CUSTOMER ACKNOWLEDGES THAT THIS DISCLAIMER IS CONSPICUOUS, HAS BEEN READ, AND IS A MATERIAL TERM OF THE AGREEMENT BETWEEN THE PARTIES.