Delivery, Service & Cancellation Policy

SETWELL Delivery, Service & Cancellation Policy

Version SETWELL-SERVICE-2026-10-v1.5

What your plan includes

Base is $59/month plus applicable tax. Premium is $79/month plus applicable tax. Both include standard delivery/installation with a four-month commitment, covered appliance repairs, standard pickup, and the 72-hour repair-or-comparable-swap promise. No security deposit or traditional credit check is required. Base units may not match; Premium units are matching/coordinated with better cosmetic presentation. Exact equipment and available features are confirmed separately.

Delivery coverage and access

Standard-area addresses are within 40 geographic miles of our Richardson operating base. Addresses over 40 through 50 miles may be approved after review. Beyond 50 miles is outside current coverage. A ZIP result is an estimate, not a promise of delivery.

Ground-floor access or a suitable elevator route to the laundry area is generally required. Disclose stairs, steps, tight doors/turns, elevator dimensions/reservations, and an internal upstairs laundry room. Stair-only routes and uncertain access require approval; no unsafe solo move is promised. Distance eligibility alone does not clear access.

Provide clear access, working water shutoffs/drain, compatible electrical supply, safe dryer venting, and permission to install. Plumbing/electrical/gas alterations and structural or vent reconstruction are not standard installation. Gas setups require explicit approval and qualified handling. Extra work is not performed or charged without a separate agreed quote. There is no default distance surcharge in the current policy.

Before your appointment

Complete the rental agreement and payment-method authorization. Tell us about delays or changed access. An authorized adult must be present. Appliances are identified, their condition documented, and installation tested before activation. Rent does not begin just because an appointment is booked. A delivery date change requires an updated initial-payment calculation.

Billing

The first charge uses Stripe time-based proration from successful installation/activation through month-end; regular monthly rent is then due on the first. The invoice must show rent, tax, periods, and the next charge date. A combined partial-month and following-month payment during the final three days of a month requires advance disclosure and acceptance. There is no four-month prepayment.

Autopay and missed payments

Authorized autopay is required to continue renting unless law prohibits that condition or SETWELL agrees to another arrangement. If a scheduled rent payment fails, we send a failure notice and correction instructions. If still unpaid, we send reminders three and five calendar days after its original due date and may retry on those dates, no more than twice and only where authorized and permitted. No late or failed-payment fee applies. See Rental Agreement Section 7 and the Payment Authorization for skipped retries, processing payments and bank-debit restrictions.

Rent unpaid seven calendar days after its due date is in default. Termination cannot occur before the later of that point or three calendar days after the failure/cure notice is provided. Removing autopay without replacement triggers a separate notice and seven-day opportunity to restore authorized autopay or agree to another permitted arrangement. Stopping autopay does not cancel the rental or remove a valid balance; SETWELL cannot keep charging under revoked authorization. Unresolved breach may lead to a termination notice and lawful pickup. A failed first payment prevents rental activation.

When SETWELL ends service

For correctable breaches, SETWELL gives notice and the correction opportunity in Sections 7 and 12 of the Rental Agreement before termination. SETWELL may also end without customer fault with at least 30 calendar days' written notice, including during the initial commitment. Standard pickup is included, no early-ending recovery applies, and unused prepaid rent and tax are reconciled. Our pickup delay does not extend billing when agreed access is provided. The customer's 14-day notice rule does not replace SETWELL's 30-day no-fault notice.

Report a problem

Report through the website service form, My Rental, the designated business phone (including identifiable voicemail), text to that number, or contact@setwellappliances.com. Report non-urgent faults as soon as reasonably practicable, normally within 48 hours; loss, theft, fire or flood affecting equipment should be reported as soon as safely practicable and within 24 elapsed hours of discovery. Reasonable circumstances affecting reporting are considered. Apparent hazards require immediate safe stop-use and emergency action, not a wait of up to 48 hours. See Rental Agreement Section 9 for safety requirements.

Identify the customer/service location, affected appliance and problem. Discovery time, Asset ID, serial number and photos are helpful when available but are not required for an identifiable initial report. Obtain images only when safe; do not delay reporting to collect them. SETWELL preserves the original channel and receipt time separately from later admin entry and service confirmation. An email acknowledgment does not set or reset the original receipt time.

Late reporting alone creates no fee or automatic loss of coverage. Any charge for avoidable additional damage requires evidence of cause, an itemized explanation and an opportunity to dispute; ordinary covered failure remains SETWELL's responsibility. These reporting duties do not change the 72-hour service clock or free-month benefit. Do not send ID or payment details.

For a covered appliance failure during normal household use, SETWELL will repair or provide a reasonably comparable replacement within 72 elapsed hours after confirming the request. Confirmation must not be intentionally delayed. Any pause for inaccessible/unsafe premises, missing necessary information, or a genuine external emergency must be documented and communicated. Covered service carries no repair charge.

If a covered appliance failure is not repaired or replaced within 72 elapsed hours after SETWELL confirms the service request, subject to the documented permitted pauses above, the next full month’s washer-and-dryer rent is free. SETWELL records the qualifying missed promise and an administrator applies the full-pair rental waiver to the next unpaid full-month invoice, with the associated rental tax adjusted. The waiver does not restart the commitment or move the regular billing date. Further benefits for the same continuing outage require owner review; SETWELL must still arrange the covered repair or comparable swap. Prepaid-month and service-ending exceptions require review and are not treated as forfeiture or an automatic cash refund.

Stop use for a leak, burning smell, or electrical danger. In an emergency, call emergency services/the relevant utility. Do not attempt unauthorized repairs. Damage charges require evidence and an itemized explanation; ordinary wear and a covered appliance failure are not misuse.

Moving

Contact SETWELL before moving the appliances. A new address needs fresh distance/access approval. Relocation is subject to availability and a separately accepted quote; do not assume it is free or move the set yourself.

End your rental

After the initial 4-month commitment, you may end service by giving SETWELL at least 14 days’ notice through our website, phone, text, email, or another accepted support channel. You may give notice before the fourth anniversary for service to end on or after it. An identifiable notice counts when received; a later acknowledgment or admin entry does not reset that date. An administrator may record the notice on your behalf. SETWELL sends an email confirmation and will coordinate the effective end and pickup. Notice alone does not immediately stop billing or waive pickup requirements.

If you end earlier, the delivery/installation recovery is $100 before one completed service month, then $75/$50/$25 after one/two/three completed months, and $0 after four. We do not also demand all remaining minimum-term rent. No recovery applies before installation or when ending results from SETWELL's material nonperformance. The full agreement controls exceptions.

Standard pickup is included. Make equipment accessible at the agreed time; do not leave it outdoors. Rent stops on the agreed effective end/pickup date, subject to the agreement. If you prevent access or keep using/withholding equipment, charges can continue; our own pickup delay after you provide agreed access does not extend rent. Unused prepaid rent and associated tax are reconciled and credited/refunded using the agreement's proration method.

Give notice

"I am ending my SETWELL rental. My name is ______, rental/request number ______, service address ______. I request an effective end/pickup date of ______. Please confirm notice received, any applicable recovery amount, pickup arrangements, and final billing."

Contact: contact@setwellappliances.com. This policy summarizes the Rental Service Agreement and does not silently amend a signed contract.