Terms of Service

These terms govern your use of the Home Handled app and this website. The two sections worth reading before anything else are what you are charged and when, and what Home Handled is and is not responsible for when a contractor does work at your home. Both are set out in plain words below.

Subscription, trial and renewal

Home Handled Plus costs $24.99 per month or $159.99 per year (about $13.33 a month).

New accounts start with a 7-day free trial. The trial converts to a paid subscription on day 8 unless you cancel before then. If you do not cancel, you will be charged.

Subscriptions renew automatically at the end of each period — monthly or annually — at the price then in force, until you cancel.

Cancelling

Your subscription is billed through the App Store or Google Play, so you cancel it there, in your subscription settings for that store — not by deleting the app, which does not stop billing. Cancel at least 24 hours before a renewal date for it to take effect on that date.

When you cancel you keep access until the end of the period you have already paid for. Partial periods are not refunded, and we do not refund unused time on an annual plan that is cancelled part way through. Any statutory right to a refund that applies where you live is unaffected by this, and refunds for store-billed purchases are handled by Apple or Google under their own policies.

The contractor booking fee

Contractor bookings are not included in the subscription. They are charged per request:

• $9.99 per request on a paid Plus subscription.
• $39.99 per request during the 7-day free trial.

This fee is for the Concierge sourcing and telephoning contractors on your behalf. It is charged each time you ask it to book something, in addition to your subscription, and it is not a payment for the contractor's work — you pay the contractor separately, on their own terms.

If a booking cannot be completed

If the Concierge cannot secure a contractor for your request, it will tell you. Whether the booking fee is refunded in that case, and on what timescale, is governed by our refund process. [W-06: booking-fee refund policy — these terms must be written to match whatever the refund process actually does pending]

Home Handled's role in the contractor relationship

This is the most important section on this page. Read it.

• Contractors are independent third parties. They are not employed by Home Handled, not subcontracted by Home Handled, and not under Home Handled's direction or control.
• The contract for the work is between you and the contractor. Home Handled finds them, calls them and arranges the appointment at your request. It is not a party to the agreement you reach with them, and it does not perform, supervise or inspect the work.
• Home Handled does not warrant contractors or their work. We do not guarantee the quality, timeliness, safety, licensing, insurance or pricing of any contractor, and we make no warranty about the outcome of any job.
• Disputes about the work are between you and the contractor. If a job is done badly, left unfinished, or causes damage, your claim is against the contractor who did it. We will help by providing the records of the booking we hold, but we do not assume the contractor's liability.
• Quotes and arrival windows reported by the Concierge are what the contractor told us. They are not offers made by Home Handled and they are not guaranteed by Home Handled.

Calls placed on your behalf

By asking the Concierge to book a contractor, you authorise Home Handled to contact contractors on your behalf, by telephone, and to give them the information they need to quote for and attend the job — your name, your address, your phone number and a description of the problem. What happens to those calls is described in the Privacy Policy.

Your account and acceptable use

You must be 18 or over to use Home Handled, and the information you give about yourself and your property must be accurate — the app acts on it, and a wrong address means a contractor sent to the wrong house.

You agree not to:

• Use the service to request work that is unlawful, or at a property you have no right to arrange work on.
• Submit false or fraudulent booking requests, or use the Concierge to harass or mislead contractors.
• Upload material to the Vault that you have no right to hold.
• Attempt to disrupt, reverse engineer or gain unauthorised access to the service.
• Share your account with someone else, or let someone else use it to place requests.

Suspension and termination

You may stop using the service at any time and delete your account from inside the app. We may suspend or terminate an account that breaches these terms, that is being used fraudulently, or where we are required to do so by law. Where it is reasonable to do so, we will tell you why.

If we terminate your account without cause, we will refund the unused portion of a subscription period you have already paid for.

Limitation of liability

Home Handled is provided as it is. To the fullest extent permitted by law, we are not liable for indirect, incidental or consequential loss, for loss of profit or data, or for damage caused by a contractor, by a third party, or by your reliance on a maintenance reminder, a bill alert or a Home Score.

Where liability cannot be excluded, our total liability to you is limited to the amount you paid us in the twelve months before the claim arose.

Nothing in these terms excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded — and consumer-protection rights where you live apply regardless of what this section says.

Governing law

[W-05: governing law and venue — depends on the registered entity and jurisdiction pending]

Changes to these terms

We may update these terms. The date at the top of this page changes when we do. If a change materially affects what you pay or what you are agreeing to, we will tell you in the app before it takes effect, and continuing to use the service after that means you accept the updated terms. If you do not, you can cancel.

Contact

Questions about these terms go to [W-11: support contact pending].

[W-05: registered company name pending] [W-05: registered postal address pending]