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Service Terms and Conditions
Effective October 1, 2026
These terms apply to all repair, maintenance and support work DittoTek LLC performs. Every quote and invoice points here. Rates are in Schedule A at the bottom of this page.
1. These terms
1.1 These Service Terms and Conditions ("Terms") apply to all repair, maintenance, installation, diagnostic, remote-support and parts-supply work ("Services") that DittoTek LLC ("DittoTek") provides to the customer named on the quote, work order or invoice ("Customer").
1.2 The Customer accepts these Terms by signing or approving a quote in writing (including by email or text), by signing a work order, by requesting or allowing work to begin, or by paying an invoice. The Terms apply to that job and every later job unless replaced by a separate signed agreement.
1.3 If a Customer purchase order or other document has different or additional terms, these Terms control. DittoTek's acceptance of a purchase order is only for the purpose of identifying the job and billing reference.
1.4 A signed Preventive Maintenance Agreement or other written agreement signed by both parties controls where it conflicts with these Terms.
2. Authorization and estimates
2.1 DittoTek begins work only after the Customer approves a quote or requests service. Emergency and same-day calls may be approved verbally and confirmed later in writing.
2.2 Quotes and estimates are good-faith figures based on the information available. Internal faults are often found only after disassembly. If the cost will exceed the approved amount by more than 10%, DittoTek will ask before continuing.
2.3 Diagnosis is billable. If the Customer declines a recommended repair, the Customer pays for diagnosis time, travel and any parts already installed or special-ordered.
2.4 Quotes are valid for 30 days. Parts prices may change after that because DittoTek does not control supplier pricing.
3. Rates and taxes
3.1 Services are billed at the rates in Schedule A in effect on the date of service. DittoTek may update Schedule A with 30 days' notice; approved quotes keep their quoted rates.
3.2 Labor, travel and parts are stated as separate lines on every quote and invoice.
3.3 Arizona transaction privilege tax and any city tax apply to parts and other taxable items. Repair labor on equipment not attached to real property is billed without tax when separately stated. The Customer pays any tax found to be due later on the Services.
3.4 Tax-exempt Customers must give DittoTek a valid exemption certificate before invoicing.
4. Payment
4.1 Payment is due on completion of the work unless DittoTek has approved the Customer for account terms in writing. Approved accounts pay within 15 days of the invoice date.
4.2 DittoTek accepts card payment through a secure payment link, ACH and check. DittoTek may require a deposit for special-order parts or large jobs.
4.3 Balances not paid when due accrue a late charge of 1.5% per month (18% per year), or the highest rate the law allows if lower.
4.4 DittoTek may pause work, hold parts, or decline new service for an account with past-due balances.
4.5 The Customer pays reasonable costs of collecting past-due amounts, including collection agency fees, court costs and attorney's fees.
4.6 Billing disputes must be raised in writing within 15 days of the invoice date. Undisputed amounts remain due on time.
5. Scheduling and cancellations
5.1 Response times DittoTek gives are good-faith targets, not guarantees. Typical response is 4–24 hours in the Phoenix service area.
5.2 Standard hours are 8:00 a.m.–5:00 p.m., Monday through Friday. Work the Customer requests outside those hours is billed at the after-hours rate in Schedule A.
5.3 If the Customer cancels less than 24 hours before a scheduled visit, or the technician arrives and cannot access the equipment, DittoTek may bill the travel charge and a minimum of one hour of labor.
6. Parts
6.1 Wide-format equipment has thousands of parts. DittoTek carries common wear and high-failure parts but does not guarantee that any part is in stock or carried on the service vehicle.
6.2 Parts availability and lead times are set by manufacturers and suppliers. DittoTek is not responsible for supplier delays, backorders or discontinued parts.
6.3 DittoTek may use new, OEM-equivalent, refurbished or used parts. The quote states which when it affects price or warranty.
6.4 Special-order parts, electronic parts and software are non-cancelable and non-returnable once ordered. Other stock parts may be returned within 15 days only if unused, unopened and still in the original sealed packaging, and are subject to a 30% restocking fee.
6.5 Title to parts passes to the Customer when the invoice is paid in full. Until then, DittoTek may recover installed parts from unpaid jobs.
6.6 Replaced parts belong to the Customer and are left on site unless the Customer asks DittoTek to dispose of them or they are needed for a supplier core return.
6.7 Customer-supplied parts. DittoTek will install parts the Customer buys elsewhere at the Customer's request. DittoTek gives no warranty on those parts, and labor to remove or reinstall them if they are wrong or defective is billable.
7. Warranty
7.1 Workmanship. DittoTek warrants that its labor will be performed in a professional manner for 30 days from completion. If the same repair fails because of DittoTek's workmanship within that time, DittoTek will redo the work at no labor charge. Travel for a warranty return visit is also free.
7.2 Parts. Parts carry only the manufacturer's or supplier's warranty, which DittoTek passes through to the Customer. DittoTek will handle the warranty claim; labor to replace a failed part after the workmanship period is billable.
7.3 Remedy. Re-performing the work, or at DittoTek's option refunding the labor charge for the failed repair, is the Customer's only remedy under this warranty.
7.4 Disclaimer. EXCEPT AS STATED IN THIS SECTION, DITTOTEK MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. A repair restores the specific fault found; it does not warrant the rest of the equipment or its future performance.
8. Exclusions
The warranty does not cover, and DittoTek is not responsible for, problems caused by:
- normal wear, age, or failure of parts DittoTek did not replace;
- third-party, refilled or incompatible inks, media, chips or consumables;
- power surges, poor power, humidity, temperature, dust or other site conditions;
- operator error, misuse, crashes, moving the equipment, or failure to follow the manufacturer's maintenance;
- repairs or changes by anyone other than DittoTek after the service date;
- software, firmware, RIP, operating-system or network changes not made by DittoTek; or
- equipment the manufacturer no longer supports, where DittoTek has told the Customer the repair is "best effort."
9. Limitation of liability
9.1 DITTOTEK'S TOTAL LIABILITY FOR ANY CLAIM ARISING FROM OR RELATED TO THE SERVICES, WHETHER IN CONTRACT, TORT, NEGLIGENCE OR OTHERWISE, IS LIMITED TO THE AMOUNT THE CUSTOMER PAID DITTOTEK FOR THE SPECIFIC JOB GIVING RISE TO THE CLAIM.
9.2 DITTOTEK IS NOT LIABLE FOR LOST PROFITS, LOST REVENUE, LOST PRODUCTION OR DOWNTIME, SPOILED OR WASTED INK AND MEDIA, MISSED DEADLINES, LOSS OF DATA OR FILES, OR ANY INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES, EVEN IF TOLD SUCH DAMAGES WERE POSSIBLE.
9.3 These limits do not apply to injury to persons, or to damage caused by DittoTek's gross negligence or willful misconduct.
9.4 Any claim against DittoTek must be brought within one year after the Services were performed.
9.5 The Customer understands that DittoTek's rates are based on these limits, and that without them the rates would be higher.
10. Customer responsibilities
The Customer will:
- give safe, clear access to the equipment and a work area around it;
- provide working power, network and any site credentials DittoTek needs;
- back up RIP settings, color profiles, job queues and workstation data before service;
- tell DittoTek about known hazards, prior repairs and third-party consumables in use;
- have an authorized person available to approve work and sign the work order; and
- confirm the Customer owns the equipment or is authorized by its owner or lessor to have it serviced.
11. Remote support
11.1 Remote sessions are attended only. The Customer starts the session, accepts the connection, and can end it at any time. By starting a session the Customer confirms it is authorized to allow access to that computer.
11.2 DittoTek accesses only what the task needs and does not copy Customer files unless asked. DittoTek is not responsible for data loss, software conflicts or downtime resulting from a remote session, except where caused by its gross negligence.
11.3 Remote time is billed as labor at the Schedule A rate, in the minimum increment shown there.
12. Safety and site conditions
12.1 DittoTek may stop or decline work where conditions are unsafe, including damaged wiring, missing guards, blocked access, or uncontrolled chemical or ink exposure. Time spent up to that point is billable.
12.2 DittoTek handles inks and chemicals it removes according to the manufacturer's safety data. Disposal of waste ink and large consumables remains the Customer's responsibility unless quoted.
13. Equipment left with DittoTek
13.1 Equipment or parts left with DittoTek for bench repair must be picked up within 10 business days after DittoTek notifies the Customer that work is complete or that the Customer declined repair.
13.2 After 10 business days DittoTek may charge storage of $5 per item per day. After 90 days, and after written notice to the Customer's last known address and email, DittoTek may treat the item as abandoned and dispose of it or sell it to recover amounts owed, as Arizona law allows.
14. General
14.1 Independent service. DittoTek is an independent service provider, not an authorized dealer or agent of any equipment manufacturer. Service by DittoTek may affect a manufacturer's warranty; the Customer is responsible for checking its warranty terms before service.
14.2 Independent contractor. DittoTek performs the Services as an independent contractor. DittoTek may use its own employees or subcontractors, and remains responsible for their work under these Terms.
14.3 Hiring DittoTek staff. During service and for 12 months after the last job, the Customer will not directly hire or engage any DittoTek technician who worked on its equipment without DittoTek's written consent. If it does, the Customer will pay DittoTek a placement fee equal to 25% of that person's first-year pay.
14.4 Confidentiality. DittoTek keeps the Customer's files, job information and business details confidential and uses them only to perform the Services.
14.5 Delays beyond control. DittoTek is not responsible for delays caused by events outside its reasonable control, including supplier shortages, shipping delays, weather, power or network outages, illness, or government action.
14.6 Disputes. The parties will first try to resolve any dispute by talking directly. Claims within the Arizona small-claims limit may be filed in justice court. Otherwise, any lawsuit must be filed in the state or federal courts located in Maricopa County, Arizona. The party that wins is entitled to reasonable attorney's fees and costs.
14.7 Governing law. Arizona law governs these Terms.
14.8 Electronic records. Approvals, signatures and notices by email, text, e-signature or the DittoTek customer portal have the same effect as signed paper.
14.9 Severability. If any part of these Terms is found unenforceable, it will be limited to the minimum extent needed, and the rest remains in effect.
14.10 Entire agreement. These Terms, Schedule A and the approved quote or work order are the entire agreement for the Services. Changes must be in writing and approved by DittoTek.
14.11 Changes to these Terms. DittoTek may update these Terms for future work. The version in effect on the date a quote is approved applies to that job. The current version is available on request and at dittotek.com.
Schedule A: rate sheet
Effective October 1, 2026. Service area: Phoenix metro. Labor is not taxed when separately stated; parts are taxed.
| Item | Rate | Notes |
|---|---|---|
| Service labor, on site | $179.00/hr | 1-hour minimum, then 15-minute increments |
| Remote support | $179.00/hr | 30-minute minimum, then 15-minute increments |
| After-hours labor | 1.5× labor rate | Outside 8 a.m.–5 p.m. Mon–Fri, at Customer's request |
| Travel, mileage | $1.00/mile | One way from DittoTek's office |
| Travel, time | $85.00/hr | One way, billed by the minute; $75.00 minimum travel charge per visit |
| Travel, out of area | Quoted | Locations more than 60 miles one way: quoted in advance, billed round trip; overnight jobs include lodging |
| Parts | Quoted per job | Priced on each quote before work begins; plus applicable Arizona and city tax |
| Restocking, returned stock parts | 30% | Unused, unopened, original sealed packaging, within 15 days; special-order parts, electronic parts and software not returnable |
| Late charge | 1.5% per month | On balances past due |
| Storage, unclaimed equipment | $5.00 per item per day | After 10 business days' notice |
| Warranty return visit | No charge | Workmanship failure within 30 days |
Travel discounts by customer group: Military & Veteran 25%, Non-profit 20%, School 20%, Supply Customer 15%. Discounts apply to travel charges only.
Travel estimates by zone (one way from our west Phoenix office; every visit is billed on actual miles and minutes, and these are ballpark figures only):
| Zone | Distance | Example areas | Est. travel |
|---|---|---|---|
| 1 – Phoenix core | 0–15 mi | West & Central Phoenix, Glendale | $75 (minimum) |
| 2 – Inner Valley | 15–30 mi | Surprise, Peoria, Tempe, Scottsdale | $75–95 |
| 3 – Outer Valley | 30–40 mi | Chandler, Gilbert, Anthem, Buckeye, Fountain Hills | $95–115 |
| 4 – Edge of Valley | 40–60 mi | Maricopa, Queen Creek, Apache Junction | $125–150 |
| Out of area | 60+ mi | Casa Grande, Tucson, Prescott, Flagstaff | Quoted |
Contact
DittoTek LLC, Phoenix, Arizona, USA. service@dittotek.com · (623) 258-0530