Terms of Service — Rivic Heating & Air Conditioning

Effective Date: September 15, 2025
Last Updated: July 12, 2026

These Terms of Service (“Terms”) govern all HVAC services provided by Rivic Heating and Air Conditioning (“Rivic,” “we,” “us,” or “our”), a Massachusetts Home Improvement Contractor registered under HIC #191847 operating out of 225 Broadway #306, Methuen, MA 01844. These Terms apply to residential and light-commercial services delivered across Methuen, Lawrence, Andover, North Andover, Dracut, Haverhill, Salem NH, and Pelham NH. By scheduling service, requesting an estimate, or accepting a signed installation contract, you agree to these Terms. If you do not agree, do not schedule service.

1. Acceptance of Terms & Contract Formation

A binding service or installation contract exists between Rivic and the customer when: (a) a written estimate signed by both parties is executed, or (b) the customer provides verbal or written authorization to proceed with an emergency repair after the technician provides an on-site diagnosis and estimated cost. Verbal authorizations for emergency repairs under $500 are recorded during the technician’s dispatch call from the site. For installations over $1,000, Massachusetts General Laws Chapter 142A (the Home Improvement Contractor Law) requires a written contract signed before work begins — Rivic complies with this requirement without exception.

2. Description of Services

Rivic provides the following categories of HVAC work under these Terms:

• Diagnostic service calls — on-site diagnosis of malfunctioning HVAC equipment using combustion analyzers, static pressure gauges, borescope cameras, and infrared imagers. Includes up to 45 minutes of technician time.
• Repair services — component replacement, refrigerant recharge, gas valve or ignition control replacement, blower motor replacement, and other repair categories following completed diagnosis.
• New system installations — furnaces, boilers, central air conditioning, cold-climate heat pumps, ductless mini-splits, indoor air quality equipment, and light-commercial rooftop units, sized to ACCA Manual J load calculations.
• Maintenance and tune-up services — twice-yearly seasonal inspections including spring cooling tune-up and fall heating tune-up with documented combustion analysis printout.
• Emergency response — 24-hour dispatch for no-heat, no-cool, gas leak (post-fire-department), and carbon monoxide alarm events across the eight-city service area.

3. Scheduling, Cancellation & No-Show Policy

Scheduled service appointments carry a two-hour arrival window. Rivic will call the day before to confirm the appointment and again 30 to 45 minutes before technician arrival. Cancellations require at least 24 hours advance notice through the office line (351) 240-2627 during business hours (Monday through Saturday, 9 AM to 5 PM). Cancellations with less than 24 hours notice, or homeowner no-shows at the scheduled arrival window, are subject to a $95 rescheduling fee — the same amount charged for a standard diagnostic visit. Emergency service calls (dispatched from the 24/7 line) are not subject to the standard cancellation policy but do carry the emergency dispatch fee if cancelled after the technician has departed the office.

4. Estimates, Quotes & Change Orders

Diagnostic service calls carry a $95 flat visit fee, credited against any repair invoiced within the same visit. New system installation estimates are provided free of charge and include ACCA Manual J load calc, Manual S equipment selection, itemized labor and material breakdown, permit fees, refrigerant charge by pound, and manufacturer warranty registration. Written estimates are valid for 30 days from the issue date. Changes to the scope of work after contract execution require a written change order signed by both parties before additional work begins — this is a Massachusetts M.G.L. c. 142A requirement for HIC-registered contractors and Rivic complies without exception. Verbal change orders are not binding.

5. Payment Terms

For diagnostic and repair services under $2,000, payment is due upon completion of the work at the customer’s home or business. Accepted methods: check, ACH transfer, credit card (Visa, MasterCard, American Express, Discover), and cash. Credit card payments carry no additional processing surcharge to the customer. For installations above $2,000, the standard three-stage payment schedule applies: 20% deposit at contract signing to lock the equipment order, 50% at delivery of equipment to the site, and 30% at final commissioning after combustion analysis, manufacturer warranty registration, and municipal permit sign-off. Payment in full at commissioning receives a 2% discount off the total installation invoice. Delinquent invoices past 30 days accrue a service charge of 1.5% per month or the maximum rate allowed under Massachusetts law, whichever is lower.

6. Warranties

Three layers of warranty coverage apply to Rivic installations:

• Manufacturer warranty: Ranges by equipment. Typical residential: 10-year parts, 20-year heat exchanger, 12-year compressor on registered systems from Carrier, Trane, Lennox, and comparable brands. Registration by Kathleen Brennan within 60 days of commissioning is required for full manufacturer coverage — Rivic completes this step as a matter of course.
• Rivic labor warranty: 2 years from the commissioning date on all new installations. Covers diagnostic and repair labor for any component failure not attributable to homeowner neglect (dirty filters left un-changed for 6+ months, condensate line blockages from lack of maintenance, ignoring documented service alerts).
• Mass Save-eligible equipment warranty: Qualifying installations receive additional Mass Save-backed warranty coverage administered through the program. Terms vary by equipment category and program cycle.

Repair services under warranty require the customer to contact Rivic first, before engaging any other contractor. Repairs by unauthorized contractors void the applicable warranty layer.

7. Limitations of Liability & Disclaimers

To the maximum extent permitted by Massachusetts law:

• Rivic’s total aggregate liability for any claim arising out of or related to services provided under these Terms is limited to the amount the customer actually paid Rivic for the specific work at issue.
• Rivic disclaims all warranties, express or implied, except those explicitly set forth in Section 6 above. Implied warranties of merchantability and fitness for a particular purpose are disclaimed to the fullest extent permitted by M.G.L. c. 106 (Uniform Commercial Code as adopted in Massachusetts).
• Rivic is not liable for consequential, incidental, or indirect damages including lost income, spoiled food, hotel expenses, or property damage caused by the failure of pre-existing equipment components not touched or serviced during the work at issue.
• Rivic is not liable for damage to concealed items in walls, ceilings, or floors that could not reasonably be identified through visual inspection before work commenced (concealed gas piping without shutoff labels, buried electrical wiring not on documented as-built drawings, asbestos-wrapped ductwork in pre-1978 construction not disclosed by the homeowner).
• These limitations do not apply to damages caused by Rivic’s gross negligence, willful misconduct, or violation of Massachusetts statute.

8. Homeowner Responsibilities

The homeowner or property owner agrees to:

• Provide unobstructed access to the HVAC equipment location, electrical panel, gas meter, refrigerant line-set routing paths, and outdoor condenser or heat pump pad.
• Disclose known material conditions affecting the work: asbestos-wrapped ductwork or pipe insulation in pre-1978 construction, lead paint in pre-1978 construction, active water leaks in the work area, pest infestations, or structural issues in the mechanical space.
• Change filters at manufacturer-recommended intervals (typically monthly for 1-inch pleated, quarterly for 4-inch media, annually for HEPA cartridges) to maintain warranty coverage on air-handler and blower components.
• Schedule annual maintenance per manufacturer requirements. Failure to document annual professional service typically voids extended manufacturer warranties on high-efficiency furnaces, mod-con boilers, and heat pump systems.
• Complete Mass Save home energy assessment paperwork where required for rebate eligibility.

9. Massachusetts Chapter 93A Consumer Protection

Nothing in these Terms limits any rights the customer has under Massachusetts General Laws Chapter 93A (the Massachusetts Consumer Protection Act), which prohibits unfair and deceptive practices in trade or commerce and provides for potentially double or treble damages in cases of knowing or willful violation. Customers who believe Rivic has engaged in an unfair or deceptive practice may send a written 30-day demand letter under M.G.L. c. 93A, §9 to Rivic’s Methuen office as a prerequisite to filing suit. Rivic will investigate every 93A demand letter and respond in writing within the statutory 30-day window. This provision applies notwithstanding any arbitration clause below.

10. Property Damage & Indemnification

Rivic carries $2,000,000 aggregate general liability insurance and Massachusetts-mandated workers’ compensation coverage. Damage caused by Rivic’s negligence during service — scratched flooring during equipment movement, drywall punctures from missed stud lines, water damage from disconnected condensate lines during install — is Rivic’s responsibility to remediate at no cost to the customer. Photographs of the mechanical space and adjacent areas are taken at the start of every install for damage-baseline documentation. The customer indemnifies Rivic against third-party claims arising from customer-provided false information, undisclosed hazards, or unauthorized modifications made after Rivic’s work was completed.

11. Termination

Either party may terminate an installation contract before equipment ordering by written notice to the other party. If the customer terminates after equipment has been ordered from the manufacturer but before delivery, the customer is responsible for any non-refundable equipment restocking fees charged by the manufacturer or distributor (typically 15% to 25% of equipment cost for special-order or non-stock items). If the customer terminates after equipment delivery but before installation begins, the customer is responsible for the equipment cost, restocking fees, and any labor hours already incurred for pre-installation site preparation. Termination for cause by either party (material breach uncured after 30 days written notice) does not carry restocking or labor fees.

12. Dispute Resolution & Arbitration

Any dispute arising out of or relating to these Terms, other than claims under Massachusetts M.G.L. c. 93A, will be resolved through binding arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules. Arbitration will be conducted in Essex County, Massachusetts, unless the parties agree otherwise. Each party will bear its own attorney fees except where fee-shifting is required by statute. Small-claims court actions under Massachusetts M.G.L. c. 218, §21 (up to $7,000) are exempt from this arbitration clause — either party may pursue a small-claims action instead. Class-action and representative-action claims are waived to the extent permitted by federal and Massachusetts law.

13. Governing Law & Jurisdiction

These Terms are governed by and construed in accordance with the laws of the Commonwealth of Massachusetts, without regard to conflict-of-law principles. For services performed in the New Hampshire border towns of Salem or Pelham, the parties agree that Massachusetts law nonetheless governs the contract itself, though the applicable building code for the physical installation follows New Hampshire jurisdiction. Any court action not subject to arbitration or small-claims exemption above shall be filed in the Massachusetts Superior Court for Essex County or the U.S. District Court for the District of Massachusetts, and the parties consent to personal jurisdiction and venue in those courts.

14. Modifications to These Terms

Rivic may update these Terms periodically to reflect changes in applicable law, program administration, or business practices. Material changes will be posted on this page with an updated Last Updated date. For customers under an active installation contract at the time of change, the Terms in effect at contract signing continue to govern the specific project through completion. For new work engaged after the change date, the updated Terms apply.

Frequently Asked Questions

Do I have to sign a contract before Rivic starts an installation?

Yes, for any installation over $1,000. Massachusetts General Laws Chapter 142A (the Home Improvement Contractor Law) requires a written contract signed before HIC-registered work begins. The contract includes total price, payment schedule, start and completion dates, and warranty terms. For diagnostic and repair services under $2,000, work can proceed on verbal authorization after on-site diagnosis, though written invoicing follows every visit.

What is the cancellation fee if I need to reschedule?

Cancellations with at least 24 hours advance notice through the office line at (351) 240-2627 are free. Cancellations with less than 24 hours notice, or homeowner no-shows at the scheduled two-hour arrival window, are subject to a $95 rescheduling fee — equal to the standard diagnostic visit fee. Emergency service calls dispatched from the 24/7 line are not subject to the standard cancellation policy.

Does Rivic require a deposit for installations?

Yes, for installations above $2,000. Standard three-stage payment schedule: 20% deposit at contract signing to lock equipment order, 50% at delivery of equipment to the site, and 30% at final commissioning after combustion analysis and permit sign-off. Payment in full at commissioning receives a 2% discount off the total installation invoice.

What does the Rivic labor warranty cover?

Two years from the commissioning date on all new installations. Covers diagnostic and repair labor for any component failure not attributable to homeowner neglect (dirty filters left un-changed for 6+ months, condensate line blockages from lack of maintenance, ignoring documented service alerts). This is in addition to the manufacturer parts warranty (typically 10 years parts, 20 years heat exchanger on registered systems) and any Mass Save-backed warranty coverage on qualifying equipment.

Can I file a Chapter 93A complaint against Rivic if I have a dispute?

Yes. Nothing in the Terms limits customer rights under Massachusetts General Laws Chapter 93A (the Massachusetts Consumer Protection Act). If you believe Rivic has engaged in an unfair or deceptive practice, send a written 30-day demand letter to our Methuen office as a prerequisite to filing suit. Rivic will investigate every 93A demand letter and respond in writing within the statutory 30-day window. This provision applies notwithstanding the arbitration clause elsewhere in the Terms.

Contact Rivic Heating and Air Conditioning — Contract Questions

Contract questions, warranty claims, cancellation requests, and Chapter 93A demand letters can be submitted via the emergency line, email, or in person at the 225 Broadway office in central Methuen. Kathleen Brennan handles contract administration during business hours.

• Emergency Line (24/7): (351) 240-2627
• Address: 225 Broadway #306, Methuen, MA 01844
• Email: info@rivicheatingairconditioning.xyz
• MA Refrigeration Technician License: #RT-24518
• MA Home Improvement Contractor: #HIC-191847
• EPA Section 608 Universal: #608U-2007-192874

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Office Hours

• Monday – Saturday: 9:00 AM – 5:00 PM
• Sunday: Closed
• Emergency Service: 24 hours a day, 7 days a week (emergency line always active)