Service Guarantee

Terms and Conditions

The following are the terms and conditions applicable to the HomeAdvisor Resolution Process and Limited Service Guarantee. By using the HomeAdvisor services, you agree that you are bound by the following terms and conditions, as well as the general Terms and Conditions.

Resolution Process And Limited Service Guarantee

To be eligible for the Resolution Process and the Limited Service Guarantee, you must be a consumer member of HomeAdvisor who has agreed to be bound by our general Terms and Conditions, and have used a HomeAdvisor Member Service Professional who was referred to you by HomeAdvisor in response to a Service Request submitted to HomeAdvisor. You must also have entered into a written contract or agreement with the HomeAdvisor Member Service Professional within 90 days from the date that your Service Request was submitted. The Resolution Process and Limited Service Guarantee are not applicable under the following circumstances:

  • i. Work that is performed without a written contract or agreement signed by both parties;
  • ii. For work performed by someone other than the HomeAdvisor Member Service Professionals that were referred to you directly by HomeAdvisor in response to your Service Request;
  • iii. For any materials, equipment, appliances or other machinery, whether or not provided by you or the Member Service Professional;
  • iv. For work that extends beyond the scope or description of the original Service Request you submitted to HomeAdvisor.
  • v. With respect to Service Requests that are not for an individual consumer requesting service for the consumer's residential property (i.e. not applicable for Service Requests submitted by commercial entities such as property management companies, real estate investment companies, or home builders);
  • vi. If you have not contacted HomeAdvisor customer service via phone, e-mail, letter, fax, or online "live chat" within 30 days following the completion of the project;
  • vii. For breaches of contractual obligations or agreements between you and the service professional;
  • viii. For liens placed on your property by the service professional.
  • ix. If you have failed to seek a remedy directly from the service professional.

Documentation

HomeAdvisor takes all complaints against our Member Service Professionals seriously. To initiate the Resolution Process, all complaints must be thoroughly and accurately documented in writing and copies of all related documents, including original signed contracts or agreements, evidence of payments, signed change orders, etc. be provided up front. Should you choose to lodge a written complaint against a HomeAdvisor Member Service Professional you are acknowledging that HomeAdvisor may share your complaint with the Member Service Professional. We may notify a Service Professional of a consumer complaints related to a consumer's HomeAdvisor Service Request

Facilitating Communication

Our experience shows that in most cases, communication between you and the Member Service Professional can resolve most problems. HomeAdvisor will, at the request of a Consumer or a Member Service Professional, attempt to contact the other party and relay specific concerns related to a HomeAdvisor Service Request. We will endeavor to help both parties reach a mutually acceptable resolution to any disputes. HomeAdvisor is not responsible or liable to either the Consumer or the Member Service Professional if a mutually acceptable resolution is not reached.

3rd Party Evaluation

Based on having initiated a proper Resolution Process, including the Consumer's provision of all required documentation, and in the event that a Consumer and a Member Service Professional are unable or unwilling to agree upon a resolution, HomeAdvisor may elect, in its sole discretion, to have another HomeAdvisor Member Service Professional ("Reviewing Service Professional") inspect the service or project, potentially including a job site visit and interviewing the Consumer, and render their opinion to HomeAdvisor as it relates to the workmanship and service of the original Member Service Professional. If HomeAdvisor chooses to employ this approach, which is solely at HomeAdvisor's discretion, then the Consumer must accommodate such a visit and provide complete and accurate information to the Reviewing Service Professional.

Limited Service Guarantee

In the event that a Consumer and a Member Service Professional are still unable or unwilling to agree upon a resolution, the Consumer may, in HomeAdvisor's sole discretion, be eligible for the Limited Service Guarantee. To be eligible for the Limited Service Guarantee, the Consumer must:

  • Have provided accurate and truthful information via the Service Request;
  • Have entered into a signed (by both consumer and the Member Service Professional), written contract or agreement for a home service or project within the scope of the Service Request, with a Member Service Professional that was referred to the Consumer directly by HomeAdvisor in response to a Service Request;
  • Have supplied HomeAdvisor with written documentation describing consumer's complaint regarding the Member Service Professional's workmanship or service and provided all requested additional documentation;
  • Have complied with any request by HomeAdvisor for a 3rd Party Evaluation;
  • Have complied with all of the terms described herein.

In the event that all above conditions are met by the Consumer, HomeAdvisor may, in its sole discretion, grant the Consumer the Limited Service Guarantee in an amount equal to the Consumer's actual out of pocket monetary losses, such amount not to exceed $1,000 (or higher amounts for consumers with premium memberships) (the "Limited Service Guarantee Amount"). HomeAdvisor shall have the right to choose whether to have another HomeAdvisor Member Service Professional ("Remedy Service Professional") provide service to remedy the workmanship or services in dispute, and in such case HomeAdvisor may, in its sole discretion, pay the Limited Service Guarantee Amount to the Remedy Service Professional directly, or directly to the Consumer. HomeAdvisor reserves the right, in its sole discretion, to determine the form of the Limited Service Guarantee Amount.