Terms of Service

1. Scope and Acceptance

These Terms of Service ("Terms") apply to mobile automotive repair, maintenance, diagnostic, inspection, air-conditioning, and related services provided by NOVO Repairs ("NOVO," "we," "us," or "our"). These Terms supplement, and do not replace, the specific written or electronic estimate, work order, authorization, invoice, and any other transaction-specific document provided to the customer.

A customer accepts these Terms only to the extent permitted by applicable law and through the authorization process used for the specific transaction. No provision of these Terms authorizes NOVO to perform repairs, supply parts, or impose additional repair charges without any estimate or authorization required by applicable law.

2. Estimates and Customer Authorization

Before beginning repair work, NOVO will provide any estimate required by applicable law describing the specific job and the estimated price for parts and labor. Repairs will not begin until the customer provides the required written, oral, or electronic authorization.

Oral or electronic authorization may be documented in NOVO's records, including the date and time, the name of the person providing authorization, and the applicable telephone number or electronic contact information.

Communications used to obtain authorization may be retained with the transaction record. Any additional repair, part, labor, or increase beyond an authorized estimate will require additional customer authorization when required by law. NOVO will not treat these Terms alone as authorization for additional repair work.

3. Appointment and Arrival Windows

Appointment times stated as an "arrival window" are windows during which the technician is expected to arrive; they are not guaranteed start or completion times. The estimated repair duration begins after the technician is able to access the vehicle and commence authorized work and may change because of diagnosis, vehicle condition, parts, weather, parking, safety conditions, prior repairs, or other circumstances. Customers must provide accurate contact information and remain reasonably reachable during the appointment. The vehicle must be available at the agreed service location in a safe and legally accessible work area. If the customer or vehicle is unavailable, access is denied, the location is unsafe, or NOVO cannot reasonably perform the service because of conditions at the site, the appointment may be treated as a customer cancellation or rescheduling request when permitted by the applicable cancellation terms.

4. Cancellation and Rescheduling Policy

More than 48 hours before the scheduled appointment: Unless a transaction-specific estimate or booking agreement states otherwise, a customer may cancel or reschedule without a cancellation charge. However, specially ordered, nonreturnable, custom, programmed, preconfigured, or other parts procured at the customer's authorization may remain subject to the parts provisions below to the extent permitted by law.

Within 48 hours of the scheduled appointment: Cancellations within 48 hours of the appointment are charged the full amount. If the customer cancels or reschedules within 48 hours of the confirmed appointment, the customer agrees, to the extent permitted by law, to pay the full agreed customer price for the scheduled service, including labor (and any minimum labor commitment) and parts, as disclosed in the estimate, booking confirmation, or service order.

Same-day cancellation, cancellation after dispatch, or cancellation after arrival: If the customer cancels on the service date, after a technician has been dispatched, or after the technician arrives within the agreed arrival window and is ready and able to perform the authorized service, the same cancellation terms apply. Any applicable parts charges described below may also apply.

A cancellation is effective when NOVO actually receives the customer's cancellation through an approved contact method or when the customer communicates the cancellation directly to the assigned technician. NOVO may document the date, time, method, and person communicating the cancellation.

5. Parts Ordered or Purchased for Authorized Service

When, after customer authorization, NOVO purchases, orders, allocates, or otherwise procures parts, refrigerant, materials, or components for a scheduled service, and the customer later cancels or reschedules within a period in which the applicable cancellation terms impose a parts charge, the customer may be responsible for the agreed customer price of those parts or materials as stated in the authorized estimate, service order, or booking confirmation, to the extent permitted by law. The agreed customer price is NOVO's retail selling price to the customer and may differ from NOVO's wholesale, distributor, commercial-account, or acquisition cost. It may include customary retail markup and procurement-related business costs. NOVO's supplier invoice or acquisition cost does not, by itself, establish the customer-facing price. If NOVO agrees to accept a return of a part and provide a credit, any credit may be reduced by supplier restocking charges, return shipping, nonrefundable procurement costs, or other amounts actually applicable to the return. Nothing in this section authorizes a charge that was not properly disclosed or authorized where disclosure or authorization is required by law.

6. Diagnostics, Inspection, and Air-Conditioning Service

Diagnostic and inspection services are charges for technician time and professional evaluation and do not guarantee that a particular repair will be recommended or that a customer's prior diagnosis will be confirmed.

Automotive air-conditioning work will be described and documented in the applicable estimate and invoice. Refrigerant and other supplies actually provided to the vehicle will be separately identified as required by applicable law. Any additional work discovered after inspection or diagnosis requires additional authorization when required.

7. Labor, Minimums, and Custom or Previously Started Work

Where a service is sold on an hourly basis, the applicable estimate or service order will state the estimated labor charge for the specific job. Any minimum labor commitment applicable to specialized, custom, previously started, diagnostic, extraction, or similar work must be disclosed in the transaction-specific estimate or service order.

If the customer authorizes a defined minimum labor commitment, that minimum may apply as stated in the authorized transaction documents, subject to applicable law and the cancellation provisions of these Terms.

8. Payment and Card Authorization

Payment timing will be stated in the applicable estimate, service order, or booking confirmation. NOVO may require payment or a card authorization before dispatching a technician or procuring parts, provided the underlying charges and service are properly disclosed and authorized.

Providing card information does not by itself authorize charges beyond the amount and purpose disclosed to and authorized by the customer. By expressly authorizing a payment or booking charge, the customer authorizes NOVO to process the disclosed amount for the stated purpose, including any specifically disclosed cancellation obligations that become applicable under the customer's accepted booking terms.

9. Customer Responsibilities

The customer must provide accurate vehicle information, including year, make, model, relevant symptoms, prior diagnoses, modifications, and known prior repairs when requested. The customer must provide a safe and lawful location with adequate access to the vehicle.

The customer is responsible for ensuring that NOVO has permission to perform mobile service at the selected property. NOVO may decline or discontinue work where weather, traffic, lighting, parking, property restrictions, unsafe conditions, aggressive persons or animals, environmental hazards, or other circumstances make mobile service unsafe or impracticable.

10. Parts Classification and Replaced Parts

Parts will be identified on the estimate and invoice in accordance with applicable requirements, including whether a part is new, used, rebuilt, reconditioned, OEM, or non-OEM where such identification is required.

Customers may request return of replaced parts when permitted by law and when the request is made at the time required by law. Parts that must be returned to a supplier or manufacturer, including certain warranty or exchange/core parts, may be unavailable for return; where applicable, the customer will be given any inspection opportunity required by law.

11. Warranty

Unless a transaction-specific document provides different written warranty terms, qualifying repairs for which NOVO supplies both parts and labor are covered by NOVO's stated written warranty in effect for that transaction. Warranty coverage does not extend to unrelated failures, misuse, neglect, accidents, customer-supplied parts, unauthorized modifications, work performed by others, or conditions outside the scope of the warranted repair.

Warranty terms do not limit any nonwaivable rights provided by applicable law.

12. Delays and Conditions Beyond NOVO's Control

NOVO will make reasonable efforts to meet scheduled arrival windows, but delays may occur because of traffic, prior-job complications, parts availability, weather, emergencies, road conditions, or other circumstances. If NOVO expects a material delay, NOVO will make reasonable efforts to contact the customer.

This section does not convert an arrival window into a guaranteed arrival time and does not eliminate any rights the customer may have under applicable law or a transaction-specific agreement.

13. Invoices and Transaction Records

NOVO will provide invoices and transaction records as required by applicable law. An invoice will describe work actually performed and parts actually supplied. If a scheduled repair is not performed because the customer cancels, NOVO's records should identify the transaction as a cancellation, no-show, dispatch, or other applicable non-completed-service transaction rather than representing unperformed repairs as completed.

NOVO may retain estimates, authorizations, work orders, invoices, emails, text messages, call records, call recordings where lawfully made and retained, technician notes, and other transaction records for the period required by applicable law or longer when reasonably necessary for business or dispute-resolution purposes.

14. Communications and Recorded Calls

The customer agrees that NOVO may contact the customer at the telephone number, email address, or other contact information supplied for scheduling, authorization, service updates, payment, and transaction administration. Any recording of telephone calls will be conducted only as permitted by applicable law and any required notice or consent will be obtained.

15. Refunds, Credits, and Disputes

Any refund or credit will be determined by the applicable estimate, authorization, cancellation terms, work actually performed, parts supplied or procured, amounts previously paid, and applicable law. A discretionary settlement offer, courtesy credit, or compromise does not amend NOVO's general Terms or constitute an admission regarding liability or the validity of the original charge unless NOVO expressly agrees otherwise in writing.

Customers should contact NOVO promptly with billing or service concerns so NOVO can review the transaction records and respond.

16. No Waiver of Nonwaivable Consumer Rights

Nothing in these Terms waives, limits, or modifies any right or remedy that cannot lawfully be waived under California law. If a provision conflicts with a mandatory legal requirement, the mandatory requirement controls and the remaining provisions will continue to apply to the extent permitted.

17. Entire Transaction Documents and Order of Control

The customer's transaction consists of the applicable estimate, work order, authorization record, booking confirmation, invoice, these Terms, and any properly authorized revisions. If a transaction-specific written term expressly conflicts with these general Terms, the transaction-specific term controls for that transaction unless prohibited by law.

NOVO personnel should not orally state cancellation, refund, labor, or parts terms that conflict with the written terms supplied for the transaction. Any material exception should be documented in writing or electronically and associated with the transaction.

18. Contact Information

NOVO Repairs
10340 Camino Santa Fe Ste G
San Diego, CA 92121
Email: support@novorepairs.com
Automotive Repair Dealer Registration: ARD #314464

The telephone number and other current contact information should be maintained consistently across NOVO's estimates, work orders, invoices, website, and booking communications.

Customer Acknowledgment - Recommended for Booking/Estimate Workflow

For future bookings, NOVO should place the following acknowledgment immediately above the customer's signature/electronic acceptance or use equivalent transaction-specific language:

"I received the estimate/service order and NOVO Repairs Terms of Service before authorizing this transaction. I understand the scheduled arrival window, the authorized service and price, and the cancellation/rescheduling terms. I understand that if I cancel within the applicable cancellation period, I may owe the disclosed reserved-labor amount and, when applicable, the agreed customer price shown on my estimate for parts or materials procured for my authorized service. I authorize NOVO Repairs to proceed as stated in the estimate/service order."