CPAP Service Terms and Conditions
Last updated January 10th, 2025
AGREEMENT TO OUR CPAP SERVICE LEGAL TERMS
CPAP Maintenance Program Terms and Conditions
Effective Date: 2/21/2025
These Terms and Conditions govern the CPAP Maintenance Programs ("Exchange Service") and ("Direct Service") provided by MDL Solutions Inc. dba Emergent Respiratory ("Service Provider," "Emergent Respiratory," "we," "our," or "us"). By participating in the Program, customers agree to the following terms:
1. General Terms
1.1. All standard Terms and Conditions of Emergent Respiratory apply in addition to these Program-specific terms. 1.2. This Program is a paid maintenance service and does not serve as a warranty, repair service, or complaint resolution mechanism.
2. Coverage & Limitations
2.1. The Program covers only standard wear and tear. Any extreme use, damage, or excessive contamination may result in additional charges. 2.2. Customers are required to inform us of any damage to their CPAP device before sending it for service.
3. End-of-Life Determination & Refund Policy
3.1. If a CPAP unit is determined to be damaged beyond repair or classified as "end of life," the customer is eligible for a refund of the prepaid maintenance fee. 3.2. Instead of a refund, customers may choose to trade in their CPAP unit for a $150 discount on a new unit, along with a credit matching the balance paid for service. For example, a customer who prepays $150 for servicing and whose unit is deemed "end of life" may forfeit their unit and maintenance fee in exchange for a total discount of $300 on a new unit. 3.3. Refunds, when applicable, are issued to the original payment method.
4. Exchange Units & Service Tracking
4.1. Direct Service Procedure: The customer sends their unit to us for servicing. Once the service is complete, we return the same unit to the customer. 4.2. Exchange Service Procedure: We send the customer an exchange unit from our pool of recently serviced units. The customer keeps the exchange unit until their next servicing. Upon receiving the exchange unit, they should place the unit they have determined needs servicing into the original shipping box and return it to us using the included return shipping label. 4.3. Serial numbers are recorded each time a unit is serviced to maintain a complete service history. 4.4. CPAP units that have gone more than three (3) years without servicing may be determined as "end of life" due to age and revision changes that make repairs impractical. 4.5. If an exchange unit has been sent and the returned unit is found to be "end of life" due to extreme damage, the customer will be billed the full list price of a new unit. Alternatively, the customer may return the exchange unit at their own expense. 4.6. Exchange units and loaners must be returned within 90 days of the serviced unit's delivery. Failure to return the unit within this period will result in the customer being billed for the full price of a new unit. If the balance for the service has already been paid, that amount will be credited toward the full price of a new unit. For example, if the customer has already paid $150 for the service and the current list price of a new unit is $750, the customer will be billed the remaining $600.
5. Additional Charges & Billing
5.1. Any additional damage beyond normal wear and tear is billed at cost for parts, with no added labor charges. Charges for additional repairs will not exceed $150. 5.2. Charges will be billed but not immediately captured upon completion of servicing. Customers have 30 days to pay or dispute additional charges from the date they are notified.
6. Contamination & Hazard Fees
6.1. Customers must follow internal standard operating procedures (SOP) for cleaning in compliance with the user manual before sending in their CPAP unit for servicing. 6.2. Units delivered in an unsanitary condition will be subject to a $100 hazardous cleaning fee. 6.3. Contamination includes, but is not limited to, bodily fluids, mold, excessive soot, and any other hazardous residues. 6.4. The presence of contaminated gases in a CPAP unit may be grounds for immediate classification as "end of life."
7. Loaner Units
7.1. Loaner units are not provided by default but may be provided upon special request for a $75 fee. 7.2. If servicing is expected to take longer than one (1) month, customers may request a loaner unit at no additional charge. 7.3. Loaner units must be returned within 90 days of the serviced unit’s delivery. Failure to return within this period will result in the customer being charged the full replacement price.
8. Service Frequency & Customer Responsibility
8.1. We do not provide automated service reminders. Customers are responsible for tracking their own service intervals based on frequency and conditions of use. 8.2. General guidelines recommend servicing every two (2) years. Customers should contact us in advance of their anticipated service date to ensure timely processing. 8.3. Unauthorized repairs or modifications to the unit are strictly prohibited and may result in an immediate determination of "end of life."
9. Right to Refuse Service
9.1. We reserve the right to refuse service for:
• Excessively contaminated units,
• Units that have been modified or subjected to unauthorized repairs,
• Customers with unpaid balances or accounts exceeding their approved credit limit.
By ordering a CPAP servicing, customers acknowledge and agree to these terms. For any inquiries, please contact our customer service team at help@emergentcpap.com.
Our full terms and conditions can be found on our website: https://emergentcpap.com/pages/terms-and-conditions