Q: Support Hours & Scheduling

Operating Hours Monday – Friday | 8:30 AM – 4:30 PM Appointments Scheduled times are approximate, all services are booked with a 1-hour arrival window, the actual time to complete an appointment can vary and is not known. We will send you an automated text reminder with your specific time slot and arrival window. And another notice day of with a more refined time of arrival. Holidays & Weather We are closed on major US holidays. Please note that availability may be limited during minor holidays or severe weather events. After-Hours Support Available limitedly and only to Commercial clients. Commercial Clients should use the dedicated TEXT support. All scheduling is offered on a first-come first-serve basis and at our discretion without guarantee to availability. Service dates and times availability may change without notice, and your visit could get rescheduled without notice.

Q: Universal Sales & Service Agreement

All clients agree to these terms - This agreement covers ALL Sales & Services For any Sales or Services purchaser electronically agrees to these terms at time of Request, Approval, Scheduling, or Payment for services. You can view the agreement at the link below> https://drive.google.com/file/d/1eRDOPBlTnWKNscy0onaGkBS5lVu0uQ2-/view?usp=sharing If you wish to cancel a current project you have approved or paid a desposit on, state law provides a 'cooling' period of time for you to do so without penalty. You must sign and submit the cancellation form found at the end of the agreement via email to support@ironhillav.com within that time frame. This cancels the project contracted 'work' only not the goods associated with the project. Cancellation after the cooling period will incur cancellation fees. If you then wish to return and refund any of the products purchased see our Return of Goods policy for more information, restrictions and fees may apply.

Q: Referral & Loyalty Programs

Automatic Referral Program How it Works We love it when our happy clients spread the word! If you refer a new lead to us that results in a paid invoice, we will apply a credit to your account as a thank you. Current Reward: You will receive a $40 Account Credit for every successful referral. Redemption: Credit is automatically added to your account and deducted off next invoice. Program Terms: Credit is defined as the total we pay for (1) referral ($40). Credit applied to your account only if and after the new client's invoice is paid in full. Referral credits have no cash value, credit is applied to next invoice at time of payment, limited to one credit per future invoice. Additional general program terms apply see our full Sales & Services Agreement for details. VIP Referrer Program Are you in the trades business, constantly in front of clients who you think could benefit from our services. Want to be rewarded with real cash for your efforts of always recommending top companies like Iron Hill AV to your clients and friends? Contact Us to learn more about our Premiere Referral Program and start earning more!

Question 1

Support Hours & Scheduling

Accepted Answer

Operating Hours

Monday – Friday | 8:30 AM – 4:30 PM

Appointments

Scheduled times are approximate, all services are booked with a 1-hour arrival window, the actual time to complete an appointment can vary and is not known. We will send you an automated text reminder with your specific time slot and arrival window. And another notice day of with a more refined time of arrival.

Holidays & Weather

We are closed on major US holidays. Please note that availability may be limited during minor holidays or severe weather events.

After-Hours Support

Available limitedly and only to Commercial clients. Commercial Clients should use the dedicated TEXT support.

All scheduling is offered on a first-come first-serve basis and at our discretion without guarantee to availability. Service dates and times availability may change without notice, and your visit could get rescheduled without notice.

Question 2

Sales & Services Pricing & Policies

Accepted Answer

Payments Terms

Accepted Payment Methods

For deposits we accept Card or ACH/Bank payment online. For in person (onsite services) we accept Card, Tap, Check and Cash. Note: Cash requires exact change.

Payment Schedule

Payment for Support services is due at the time of service. Installation Projects require a deposit (100% of equipment + up to 33% of labor) upon approval, remaining balance is due upon request per the terms of the agreement.

*Admin Fee: A 3% fee applies to ALL invoices regardless of payment type. This is NOT a card Surcharge fee

*Late Fee: Balances 10+ days past due incur a fee of 1.5% or $5.00 whichever is greater.

Support Services Pricing

Services Rates

$99 minimum - which includes dispatch and your first 15 minutes.

Additional time is billed as follows:

1 Technician: $65 per additional 30 minutes ($130/hr).
2 Technicians: $97.50 per additional 30 minutes ($195/hr).
Remote Support: $55 per 30 minutes ($110/hr)

*After-Hours: Emergency or after-hours support is offered on a limited first come first serve basis and is billed at 1.5x standard rates.

Professional Services (Estimates & Design)

Initial Assessments

FREE - by phone or email

Additional Services

Onsite Evaluations: Starting at $99 - fee may be more based on project scope, and is non-refundable.
Design & Documentation Services Fees are assessed on a per Project basis.

Installation Services

Prices are based on the Scope Of Work (SOW), installation needs, and associated Goods, collectively the 'Project' - each project will be custom quoted accordingly.

*Changes & Cancellation Fee: Change orders on projects carry a 5% fee per change order; cancellations after contract cooling period may incur up to a 10% admin fee.

Retail Sales - Product Purchases

Product sales (Retails Sales) are wholly separate from installation services (Contractor Services)

*Returns Fee: Eligible equipment returns are subject to a restocking fee of up to 25%

This is only a supplement to disclose current pricing rates, a general overview of terms and process. All payments, sales, services are governed by our full Universal Sales & Services Agreement - You can find it below for download.

Question 3

Universal Sales & Service Agreement

Accepted Answer

All clients agree to these terms - This agreement covers ALL Sales & Services

For any Sales or Services purchaser electronically agrees to these terms at time of Request, Approval, Scheduling, or Payment for services. You can view the agreement at the link below>

https://drive.google.com/file/d/1eRDOPBlTnWKNscy0onaGkBS5lVu0uQ2-/view?usp=sharing

If you wish to cancel a current project you have approved or paid a desposit on, state law provides a 'cooling' period of time for you to do so without penalty. You must sign and submit the cancellation form found at the end of the agreement via email to support@ironhillav.com within that time frame. This cancels the project contracted 'work' only not the goods associated with the project. Cancellation after the cooling period will incur cancellation fees. If you then wish to return and refund any of the products purchased see our Return of Goods policy for more information, restrictions and fees may apply.

Question 4

Understanding Warranty: Labor vs. Products

Accepted Answer

While this is outlined in our agreement, we want to ensure you fully understand how warranties are handled for the services we perform and the products we sell. We split our warranty coverage into two distinct categories: our workmanship guarantee and the manufacturer warranties on the equipment you purchase.

Here is a quick overview of how they work:

Our Workmanship Guarantee (Labor)

We stand behind the quality of our physical installation and service labor.

What is Covered: We provide a 90-day labor guarantee that applies strictly to the labor portion of your project or invoice. This covers actual labor costs for issues directly related to our workmanship, such as an unlevel TV mounting.

What Voids It: This guarantee becomes void if the work we completed is modified, altered, or serviced by any party other than Iron Hill AV during the 90-day window.

Post-90 Days: Any service requests made after the 90-day period are fully billable. If a request is made within the 90 days but is determined to be unrelated to our workmanship (such as user error or a third-party service outage), standard service rates will apply.

Product & Equipment Warranties (Tangible Goods)

Iron Hill AV acts strictly as a retailer for the hardware, devices, and physical materials ("Goods") we procure for your system.

Who Provides the Warranty: Tangible products are covered solely by their respective equipment manufacturers or third-party extended warranty companies. Iron Hill AV does not directly warranty the equipment itself.

Handling Claims or Repairs: Warranty claims are a matter between the purchaser and the manufacturer. Each product will include its own distinct warranty, coverage terms, and each manufacturer has their own process you will need to follow.

How to Get Warranty & Non-Warranty Support

Start by visiting the manufacturer support website, typically they will provide you with the instructions for their process.

Be ready before you contact them - Typically you need to provide the products model and serial number (or service tag id), these can usually be found on a sticker on the product. If this is for in-warranty support you will likely be asked for a copy of your paid and dated sales receipt showing the item, the price paid, and the sales company name

Need Repair Facilitation Service?

If you would like our assistance with a claim or even our of warranty repair, Iron Hill AV may be able to help facilitate on your behalf for a select products. This help is offered as a paid service when available; you will pay us a facilitation fee plus any actual costs incurred for repair or shipping.

Need Extended Coverage?

If you are looking for long-term peace of mind, we offer optional, enhanced maintenance and support plans, as well as third-party extended product warranties, available for purchase separately.

Questions?

For any questions regarding a service issue or a product defect you can always reach out to our support team for assistance and clarification.

Question 5

Referral & Loyalty Programs

Accepted Answer

Automatic Referral Program

How it Works

We love it when our happy clients spread the word! If you refer a new lead to us that results in a paid invoice, we will apply a credit to your account as a thank you.

Current Reward: You will receive a $40 Account Credit for every successful referral.
Redemption: Credit is automatically added to your account and deducted off next invoice.
Program Terms: Credit is defined as the total we pay for (1) referral ($40). Credit applied to your account only if and after the new client's invoice is paid in full. Referral credits have no cash value, credit is applied to next invoice at time of payment, limited to one credit per future invoice. Additional general program terms apply see our full Sales & Services Agreement for details.

VIP Referrer Program

Are you in the trades business, constantly in front of clients who you think could benefit from our services. Want to be rewarded with real cash for your efforts of always recommending top companies like Iron Hill AV to your clients and friends? Contact Us to learn more about our Premiere Referral Program and start earning more!

Question 6

Builder Trade Agreement

Accepted Answer

Need a professional technology consultant, looking to bring that WOW factor to the project for your clients new home or business. We will we work directly under your team, we work directly with you on the design, product purchasing, integration, and scheduling so your client doesn't have to. And then we will complete a system hand-over to the end-user and take the client under our care at completion of the project, easy!

All Trade Partners will agree to our standard Sales & Services Agrement above, as well as our B2B Trade Purchaser Addendum. You can view that addendum via this link >

https://docs.google.com/document/d/1jkWsGzIQN5NKtaPrc_QzY7g1TVOuBO6ZaL9CvlWFrg0/edit?usp=sharing

Sales & Services Policies

Transparent guidelines to ensure your experience is seamless and clear.

Understanding Our Policies

Our Terms & Policies

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