SpinLife In-Home Service Agreements

Understanding Warranties and Service Agreements 

At SpinLife, we want you to be informed about the differences between product warranties and our Service Agreements. While the warranty covers the product itself, Service Agreements provide in-home support. Service agreements include home visits for diagnosis when issues cannot be identified over the phone. They also cover the labor for installing parts that are under manufacturer warranty. Additionally, our agreements include in-home diagnostics and labor for parts purchased through SpinLife where the warranty has expired. However, this excludes parts not covered by the manufacturer’s initial warranty, such as tires, wheels, arm pads, grips, shrouds, and other parts dependent on the individual manufacturer’s warranty. 

Service Agreements Overview 

Service Agreements are available for many products sold at SpinLife and include coverage on: 

• In- Home Diagnostics 
• Labor for repairs  
• Trip charges 

With our Service Agreements, a certified SpinLife technician will come directly to you—no need to transport your item elsewhere.

About SpinLife 

Founded in 1999, SpinLife is a leading online retailer of durable medical equipment (DME). We recognize how crucial your products are to maintaining your independence and mobility. That is why we take service claims seriously and strive to send a local technician to your residence as quickly as possible. 

Direct Service Management 

Unlike other retailers that outsource service work, SpinLife manages its own service program. We work directly with our technicians, ensuring they are knowledgeable and well-equipped to handle your equipment’s needs efficiently. 

Service Timeline

• After requesting service, a technician will typically visit your home within 5 business days, depending on your location. In remote areas, this may take up to 10 business days, affecting fewer than 5% of the continental U.S. 

Warranty and Replacement Parts 

• Replacement parts are covered under the manufacturer’s original warranty and are fully supported by SpinLife. If a part is no longer covered or out of warranty, you will be responsible for its cost. For details, please refer to the Warranty Tab for your product, which outlines specific coverage periods for various components. 

Labor and Diagnostics 

• Our Service Agreements include labor for all warranty part replacements. If we are unable to diagnose an issue over the phone, we may dispatch a technician to your home before ordering any parts.  
• Additionally, our agreements also include in-home diagnostics and labor for parts purchased through SpinLife where the warranty has expired. However, this excludes parts not covered by the manufacturer’s initial warranty, such as tires, wheels, arm pads, grips, shrouds, and batteries. 

Warranty Part/Product Shipping and Returns 

• Replacement parts and products will be shipped standard; expedited shipping may incur additional charges, which will be your responsibility. 
• For certain manufacturers, shipping costs for replacement parts and products are not covered under the warranty. In such cases, these shipping charges will be collected from you prior to the shipment of the part.
• In some cases, original parts must be returned; this is typically managed by the technician. If you replace parts yourself, you must return the original part or may be charged for the new part.  
   

Usage Guidelines 

• Products must be used as intended, as described in the user manual. Misuse can void your warranty, and we may not provide further in-home repair services or refunds on your Service Agreement. Examples include using mobility equipment in sand or water, exceeding weight limits, or excessive daily travel. 

Replacement Units and Transferability 

• We cannot provide replacement units while your product is under repair. Service Agreements are non-transferable and non-refundable and are valid only for the original owner. If you move within the continental U.S., your agreement remains valid; just notify us of your new address. 

Term of Service Agreements  

We offer Service Agreements with terms ranging from 1 to 3 years. For details and pricing, please visit the individual product pages on SpinLife.com. You can add or extend a Service Agreement within 30 days of receiving the product. Please be aware that Service Agreements cannot be added or extended after this period. Additionally, we provide these services for a per-visit fee based on your location.

Important Disclaimers 

• SpinLife reserves the right to deny service for products contaminated with bodily fluids or in cases of abusive customer behavior. 
• Service plans are limited to 3 visits per year. Additional visits within a 12-month period will be subject to our standard visit fees. 

Service Area Limitations 

Please note that certain zip codes may be excluded from our in-home service areas. Occasionally, support availability may vary, affecting our ability to provide services in specific locations. 

For more information, please visit our website or contact us directly. We are here to help! 

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