Customer Agreement

1. Booking Terms

When you submit a service request through the NeighborhoodPro Platform:

• You are requesting a service from an independent Provider, not from NeighborhoodPro directly
• A booking is confirmed only after a Provider accepts your request and you receive a confirmation
• Pricing shown is an estimate; final price may vary based on actual job scope
• You will be notified of any price adjustment before work begins, and must authorize the change to proceed
• The Platform's matching algorithm assigns Providers based on proximity, availability, ratings, and service category

2. Payment Authorization

By confirming a booking, you authorize NeighborhoodPro to charge your payment method for:

• The quoted service amount (or adjusted amount, if authorized)
• Any applicable taxes, as required by your jurisdiction
• Platform processing fees, if applicable

When you are charged: For most services, your payment method is authorized at booking and charged upon job completion. For larger jobs, a partial deposit may be required upfront.

All payments are processed securely by Stripe, Inc. Your card data is never stored on NeighborhoodPro servers. By booking, you authorize NeighborhoodPro to instruct Stripe to process charges and disburse Provider earnings.

3. Satisfaction Guarantee

To submit a satisfaction claim:

1. Contact support within 48 hours at support@neighborhoodpro.org
2. Describe the issue and attach photos showing the unsatisfactory work
3. NeighborhoodPro will review your claim within 3 business days

The Satisfaction Guarantee does not apply to changes in scope, quality disagreements based on subjective preference, damage caused by pre-existing conditions, or jobs affected by Customer-caused delays or access issues.

4. Cancellation & Refund Policy

Cancellations are handled based on timing:

• More than 24 hours before scheduled service: Full refund to original payment method (3–5 business days)
• 2–24 hours before scheduled service: 50% refund. The remainder compensates the Provider for reserved time.
• Less than 2 hours before service or no-show: No refund. Full amount charged.
• Provider cancels within 4 hours of scheduled service: Full refund plus $15 service credit applied to your account automatically.

To cancel, use the booking management page in your account or contact support.

5. Job Site Requirements

To ensure a smooth service experience, Customers agree to:

• Be present (or designate an adult representative) at the service address during scheduled service windows
• Provide safe, unobstructed access to the work area
• Secure pets away from the work area for the duration of the job
• Disclose any known hazards or access limitations at the time of booking
• Ensure the property is in safe condition for Provider entry

Failure to provide required access at the scheduled time may result in a cancellation fee per our policy above.

6. Live Tracking

NeighborhoodPro provides real-time GPS tracking of your Provider during active jobs. To use live tracking:

• You will receive a tracking link via SMS or email when your Provider is en route
• Live tracking requires the Provider to have location services enabled on their device
• Location updates refresh approximately every 30 seconds
• Tracking data is not shared with third parties and is deleted 90 days post-job

7. Reviews & Ratings

After job completion, you are invited to rate and review your Provider. Reviews:

• Must be honest and based on your actual service experience
• Must not contain false, defamatory, or harassing content
• Are public and visible to future Customers
• Help improve service quality across the Platform

Submitting fraudulent reviews (for jobs you didn't receive) violates our Terms and may result in account termination.

8. Photo Submissions

You may upload photos before or after a job (e.g., to describe scope, or document completed work). By uploading photos, you confirm you have the right to share them and grant NeighborhoodPro a license to use them for platform operations and dispute resolution.

9. Prohibited Conduct

As a Customer, you agree not to:

• Harass, threaten, or discriminate against any Provider
• Provide false booking information or misrepresent job scope to obtain lower quotes
• Attempt to pay Providers directly to circumvent the Platform (this violates your booking contract)
• File fraudulent chargebacks for legitimate services rendered
• Use the Platform for any unlawful purpose

10. Dispute Resolution

If you have a dispute with a Provider about a completed job:

1. Contact NeighborhoodPro support within 48 hours: support@neighborhoodpro.org
2. NeighborhoodPro will attempt to mediate the dispute within 5 business days
3. If mediation fails, disputes proceed to arbitration per our Terms of Service

Filing a chargeback with your payment provider before completing NeighborhoodPro's dispute process is a violation of this Agreement.

11. Limitation of Liability

NeighborhoodPro facilitates connections between Customers and independent Providers but does not perform services. We are not liable for the quality, safety, or outcomes of Provider work. For property damage claims resulting from Provider negligence, please contact the Provider directly and, if needed, their insurance carrier.

NeighborhoodPro's maximum liability for any Platform-related issue is limited to the amount you paid for the affected job.

12. Changes to This Agreement

We may update this Agreement periodically. Material changes will be communicated via email or in-platform notice before they take effect.

13. Customer Support

For booking issues, cancellations, or disputes:
Email: support@neighborhoodpro.org