Upright Refrigeration Warranty Claim Procedure (RW-1.0)

LEGAL • BINDING UPON PURCHASE

Upright Refrigeration Warranty Claim Procedure

DOCUMENT RW-1.0 • EFFECTIVE OCTOBER 20, 2026 • APPLIES TO SELF-CONTAINED UPRIGHT, ROLL-IN & VAULT COOLERS ONLY

§1 — SCOPE: UPRIGHTS ONLY

This procedure applies only to self-contained upright, roll-in, and vault mortuary coolers sold by AMC, AME, and USPE, including the 3 Body Triple-Wide Roll-In. It does not apply to walk-in coolers, walk-in freezers, remote or split refrigeration systems, or any other product, which remain under the Warranty Policy (WR-1.0).

§2 — STANDARD WARRANTY

Non-compressor parts are not covered after 90 days. An extended warranty applies only if purchased and shown on the invoice, and only to the extent stated there.

§3 — INSTALLATION DATE

• The installation date is the startup date recorded by the customer and reported to AMC in writing (email is sufficient).
• If no startup date is reported, the installation date is the delivery date shown on the signed delivery receipt.
• In no case does the installation date fall later than 30 days after delivery.

§4 — STEP 1: CUSTOMER-INITIATED LOCAL DIAGNOSIS

• Every refrigeration issue must first be diagnosed by a qualified local refrigeration technician, hired and scheduled by the customer.
• Diagnosis is at the customer’s expense in all cases, including covered claims. Diagnosis, travel, trip charges, and service calls are never reimbursed.
• The technician must provide a written diagnosis on company letterhead or invoice, with technician name, license or EPA certification number, model and serial number, readings taken, the failed component, and the recommended repair.

§5 — STEP 2: CLAIM & PRE-APPROVAL

• Email the written diagnosis, proof of purchase, installation date, quarterly maintenance log, and photos of the unit, data plate, and clearances to cool@mymortuarycooler.com.
• AMC reviews the claim and confirms in writing whether it is covered, which parts are approved, and the labor allowance. Repairs must not start before written pre-approval, except to protect remains in an emergency, and then only with notice to AMC the same day.
• Unapproved repairs, parts, and labor are not reimbursed.

§6 — STEP 3: REPAIR & REIMBURSEMENT

• Covered parts are reimbursed at AMC wholesale part cost, or supplied by AMC at its option. Covered labor within 90 days is reimbursed at the AMC wholesale labor allowance, not the technician’s retail invoice. Any difference is the customer’s responsibility.
• Submit the paid technician invoice within 30 days of the repair. AMC may require the failed part to be returned before reimbursement.
• Reimbursement is paid by check, ACH, or account credit after the claim is approved and documentation is complete. It is a warranty reimbursement, not a refund of the purchase price, and does not entitle the customer to return the cooler.

§7 — COMPRESSOR SETTINGS & SETUP

• Setting, programming, and startup of the compressor and controller are the customer’s sole responsibility. Use the factory settings and the Packaged Refrigeration Manuals & Startup Guide.
• Improper compressor or controller settings, programming, or setup, and any failure or condition arising from them, void all warranty coverage on the refrigeration system and compressor and exclude any resulting damage to the unit or its contents.
• This includes incorrect set points, defrost or alarm settings, overridden or bypassed controls, and failure to complete startup per the manufacturer’s instructions.

§8 — CLAIM DENIAL

• Claims are denied where the issue is not a manufacturing defect, or results from room ambient above the refrigeration level ordered (Ambient Temperature & Refrigeration Sizing Policy (AT-1.0)), insufficient clearance (Ventilation & Clearance Policy (VC-1.1)), missed maintenance, improper settings or setup, electrical supply problems, power loss, freight damage, or unauthorized repair.
• If AMC denies a claim, the customer may request formal review under the Notice of Claim section below. Denial is not grounds for a chargeback.

§9 — ACCEPTANCE & ORDER OF PRECEDENCE

• This policy is incorporated into the Terms of Purchase, Return & Chargeback Policy (TC-1.7) and the Warranty Policy (WR-1.0). Placing an order, submitting payment, signing for delivery, or accepting any service is acceptance of this policy.
• If this policy conflicts with a product page, quote note, email, or verbal statement, this policy controls. Only a written agreement signed by an authorized officer of American Mortuary Coolers can change it, and only for that order.
• No employee, dealer, driver, technician, or contractor may waive or change these terms verbally.

§10 — CHARGEBACKS & PAYMENT DISPUTES

• A warranty claim, service issue, installation question, or disagreement with a determination under this policy is not a billing error, unauthorized charge, or non-delivery, and is not grounds for a chargeback or payment dispute.
• Before contacting any card issuer, bank, or payment provider, the customer must submit the issue in writing to resolutions@mymortuarycooler.com and allow 30 days for formal review, as required by the Terms of Purchase, Return & Chargeback Policy (TC-1.7).
• The order confirmation, checkout acceptance of posted policies, signed delivery receipt, and the customer’s communications are evidence of authorization, delivery, and acceptance. The customer authorizes AMC to submit them, with this policy, in response to any dispute.
• All warranty, reimbursement, and service obligations are suspended while a chargeback or payment dispute is open. A chargeback filed without completing formal review forfeits any pending reimbursement or courtesy for that order.
• If a chargeback is reversed in AMC’s favor or found to be without merit, the customer owes the disputed amount plus chargeback fees, collection costs, and reasonable attorneys’ fees.

§11 — LIMITATION OF LIABILITY & INDEMNITY

• To the fullest extent permitted by law, AMC is not liable for indirect, incidental, special, exemplary, or consequential damages, including loss of use, downtime, loss of remains-storage capacity, spoilage, business interruption, lost revenue, or rental or substitute equipment, under any legal theory.
• AMC’s total liability for any claim is limited to the amount actually paid for the product or service at issue.
• The customer shall defend, indemnify, and hold harmless AMC and its brands, owners, officers, employees, and agents from claims arising from the customer’s site, personnel, contractors, room conditions, electrical or drain work, programming, operation, or maintenance, as provided in the Indemnification Policy (IN-1.0).

§12 — NOTICE OF CLAIM, GOVERNING LAW & VENUE

• Any claim must be submitted in writing to resolutions@mymortuarycooler.com within 30 days of the event giving rise to it, with the order number, model and serial number, a description of the issue, and the technician’s written diagnosis, the paid invoice, maintenance logs, and photos. Claims without this documentation may be closed without review.
• Phone calls, texts, social media posts, online reviews, and chargeback filings are not formal claims.
• This policy is governed by Tennessee law, without regard to conflict-of-laws rules. To the fullest extent permitted by law, any dispute shall be brought exclusively in the courts of Washington County, Tennessee, including the General Sessions Court, and the customer consents to that jurisdiction and venue.
• The prevailing party in any action to enforce this policy recovers reasonable attorneys’ fees, court costs, and collection costs.

§13 — GENERAL TERMS

• No waiver: a delay in enforcing any term, or a courtesy given once, does not waive that term.
• Severability: an unenforceable provision is enforced to the maximum extent allowed, and the rest remains in effect.
• Survival: warranty conditions, limitations, indemnity, chargeback, and dispute terms survive completion, cancellation, or refusal of the order, per Survival of Terms (SV-1.0).
• State consumer protection rights that cannot be waived by contract are not affected.