Terms of Service

BY USING THIS SERVICE, YOU CONFIRM THAT YOU ARE AT LEAST 18 YEARS OLD AND AGREE TO BE BOUND BY THESE TERMS. IF YOU DO NOT AGREE TO THESE TERMS, DO NOT USE THE SERVICE.

Nature of Service

• Plumbr Inc. ("Plumbr," "we," "us") operates a technology platform that facilitates connections between independent business entities ("Service Providers" or "Providers") and consumers ("Customers" or "you") seeking home maintenance and plumbing services.
• PLUMBR IS NOT A PLUMBING COMPANY, GENERAL CONTRACTOR, OR EMPLOYER OF SERVICE PROVIDERS. Plumbr functions as a managed marketplace — a Software-as-a-Service (SaaS) infrastructure — that enables independent Providers to operate their own businesses and connect with Customers who need their services.
• Provider Verification: Plumbr verifies that each Provider holds valid state-issued professional licenses and maintains independent general liability insurance (Certificate of Insurance) at the time of onboarding. However, Plumbr does not guarantee ongoing compliance, work quality, workmanship outcomes, or Provider conduct. You acknowledge that insurance coverage and licensing are maintained independently by each Provider, not by Plumbr.
• All services are performed by independent businesses, not by Plumbr. You agree that any claims related to the quality, safety, or outcome of services rendered shall be directed to the performing Provider and/or their insurer, not to Plumbr.
• Service Complexity Tiers: Your match depends on the nature of your request:
  • Tier A/B — Standard Fixes: Minor repairs and maintenance tasks may be performed by licensed Journeyman Plumbers.
  • Tier C — Complex Systems: Major installations (Water Heaters, Gas Lines, and projects exceeding $500) are assigned exclusively to licensed Master Plumbers holding Contractor Licenses.

1. Booking & Payment

1.1 Dispatch Fee ($20.00)

• A $20.00 Dispatch Fee is required to secure your appointment. This fee compensates the Provider for their reservation of time, travel, and initial on-site assessment.

1.2 When Is This Fee Non-Refundable?

• This fee is processed and non-refundable ONLY when a Provider is dispatched to your location.
• You will NOT be charged (or will be fully refunded) if:
  • (a) You cancel before a Provider is matched;
  • (b) You cancel within 5 minutes of being matched AND the Provider has NOT arrived;
  • (c) We are unable to match you with a Provider.

1.3 Cancellation Policy

• 5-Minute Grace Period: You may cancel at no charge within 5 minutes of being matched, provided the Provider has not yet arrived at your location.
• Late Cancellation Tolerance: Your first two (2) late cancellations (outside the 5-minute window, post-match) within any 30-day period are processed at no charge as a courtesy. Upon your third (3rd) or subsequent late cancellation within the same rolling 30-day period, the full $20.00 Dispatch Fee is non-refundable.
• Scheduled Jobs: Cancellations made less than 1 hour before the scheduled time are non-refundable, regardless of the late cancellation tolerance above.
• Price Protection: If the Provider arrives and presents an On-Site Adjustment exceeding 20% of the original estimate without a materially different scope of work, you may decline without penalty. See Section 4.4 for fee allocation details.

1.4 Final Payment

• After the job is completed, you will authorize the final payment.
• You have a 48-Hour Dispute Window after job completion to report any issues.
• If no issue is reported within this window, the transaction is considered final.
• Refund Processing Fees: In the event of a refund (full or partial), applicable third-party payment processing fees (currently approximately 3%) are non-refundable and will be deducted from the refund amount, subject to the payment processor's then-current fee schedule. Such fees are collected by our payment processor, not by Plumbr.

1.5 Service Continuity

• If a Provider is unresponsive or fails to arrive within a reasonable window, Plumbr reserves the right to unassign the Provider and attempt to match a new verified Provider.
• Providers who are repeatedly unresponsive may be subject to account actions, including reduced visibility, suspension, or removal, in accordance with Section 8 of these Terms.

1.6 Team Delegation

• Your assigned Provider may operate as part of a verified business entity ("Agency") and may delegate your service request to qualified personnel within that entity.
• Such delegation does not alter the agreed pricing, the 48-Hour Quality Guarantee, or any of your rights under these Terms.
• The business entity is responsible for ensuring that all personnel performing services are properly licensed and insured in accordance with applicable law.

2. 48-Hour Quality Guarantee

2.1 Your Rights

• You have 48 hours after job completion to report any issues.
• If you report an issue, the Provider is required to return and address it at no extra cost.
• If a valid issue is reported, the transaction settlement will be paused pending resolution.

2.2 How to Report an Issue

• Open the Plumbr app → Order History → Select the completed job → Tap "Report Issue" → Describe the problem.

2.3 Resolution Process

• The Provider will contact you within 24 hours to schedule a callback.
• The issue should be resolved within 7 days.
• Once resolved, confirm in the app to release payment.

2.4 Escalation

• If the Provider does not respond within 48 hours of a reported issue, or if both parties cannot reach an agreement, the dispute will be automatically escalated to Plumbr for review.
• Both parties may submit evidence (photos, messages, descriptions) to support their case.
• Plumbr will review the submitted evidence and issue a final decision, which may include:
  • (a) Full release of payment to the Provider (no refund);
  • (b) Partial refund to the Customer, with the remainder released to the Provider;
  • (c) Full refund to the Customer of the Final Service Payment only (minus Stripe processing fees as described in Section 1.4). The $20 Dispatch Fee is non-refundable in all dispute outcomes, as it compensates the Provider for travel and on-site assessment already rendered.
• Plumbr's decision on escalated disputes is final and binding.

3. Automatic Confirmation

• If you do not take any action within 48 hours after job completion:
• The job status will update to "Confirmed" by default.
• Payment is released to the Provider.
• You can still contact support for post-48-hour issues, but refunds are not guaranteed.
• ONCE A JOB IS MARKED AS CONFIRMED (EITHER MANUALLY BY YOU OR AUTOMATICALLY AFTER 48 HOURS), ALL PAYMENTS ARE FINAL AND NON-REFUNDABLE. ANY POST-CONFIRMATION DISPUTES MUST BE RESOLVED DIRECTLY BETWEEN CUSTOMER AND PROVIDER.

4. Pricing

4.1 Suggested Reference Rates & Pricing Model

• Plumbr publishes Suggested Reference Rates based on service type and market data. These rates serve as pricing guidance only and do not constitute binding price commitments.
• Dual-Direction Pricing: Pricing on the Plumbr platform is determined through mutual agreement between Customer and Provider:
  • Customers may submit Custom Offers ("Name Your Price") above or below the suggested rate based on urgency and preference.
  • Providers may submit On-Site Adjustments based on their professional assessment of the actual scope of work.
• You acknowledge that Plumbr does not unilaterally set, mandate, or control the final price of any service. The agreed price reflects a negotiation between independent parties facilitated by the platform.

4.2 Regulatory Caps

• For services performed by Providers who do not hold a Contractor License, the total cost (Labor + Parts) is strictly capped at $500.00 in accordance with applicable state regulations.
• User Agreement: You agree NOT to request, authorize, or pay for additional work exceeding this limit through the platform. Any work exceeding this cap is a private arrangement for which Plumbr assumes NO LIABILITY.

4.3 Service Fee Includes

• Professional labor and expertise.
• Standard consumables (tape, sealant, basic fittings, etc.).

Not included:

• Replacement parts (faucets, valves, pipes, fixtures, etc.).
• If parts need to be replaced, your Provider will inform you and provide a quote before proceeding.

4.4 On-Site Assessment & Price Adjustments

• The initial quote is an estimate based on user-provided information. Upon arrival, the Provider will conduct a professional on-site assessment.
• If the Provider determines that the actual scope of work materially exceeds the initial description, a revised quote ("On-Site Adjustment") will be issued.
• You must approve any price increase before work continues.
• Evidence Retention: To justify an On-Site Adjustment, the Provider is required to take and retain digital photos of the condition. Failure to produce evidence during a dispute may result in a full refund.

4.5 Fee Allocation Upon Cancellation or Pricing Disagreement

• The Dispatch Fee constitutes a non-refundable retainer for the Provider's reservation of time, transportation costs, and on-site professional assessment. This service is rendered upon the Provider's arrival and is fully earned at that point.
• Standard Adjustments (Variance ≤20%): If you decline an On-Site Adjustment within Plumbr's standard market variance guidelines, fifty percent (50%) of the Dispatch Fee shall be retained as a "Trip & Assessment Fee." The remaining fifty percent (50%) shall be refunded to you.
• Significant Deviations (Variance >20%): If an On-Site Adjustment materially exceeds Plumbr's maximum variance thresholds and you elect to decline, the Dispatch Fee shall be refunded to you, less any applicable payment processing fees.
• If a Provider abandons a booking following a declined adjustment, fee allocation shall be determined in accordance with Plumbr's then-current Fee Allocation Policy.

4.6 Platform Discretion & Fair Pricing

• Plumbr retains sole and absolute discretion to determine whether an On-Site Adjustment falls within "Standard" or "Significant" variance categories, utilizing real-time market data and historical pricing norms.
• Marketplace Integrity: Users retain the right to rate and review Providers in instances where the Provider arrived on-site but the engagement was cancelled due to pricing disagreements.

5. User Conduct

• You must be 18+ and provide accurate account information.
• No harassment, discrimination, or threats to Providers.
• Do not attempt to bypass the platform's payment or matching system.
• You are responsible for photos, descriptions, and messages you submit.
• By uploading photos or content, you grant Plumbr a non-exclusive license to use, display, and share such content as needed to provide the Service.

6. Disclaimers & Liability

• Plumbr verifies that Providers hold valid professional licenses and maintain independent general liability insurance (Certificate of Insurance) at the time of onboarding. Plumbr does not guarantee ongoing compliance, the adequacy of insurance coverage, work quality, or Provider conduct.
• Plumbr uses an automated matching system to connect available Providers with Customer requests. You do not select or hire specific Providers directly.
• THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. WE DISCLAIM ALL LIABILITY FOR INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW.

6.1 No Liability for Property Damage

• YOU AGREE THAT PLUMBR SHALL NOT BE LIABLE FOR ANY DAMAGE TO REAL OR PERSONAL PROPERTY (INCLUDING BUT NOT LIMITED TO WATER DAMAGE, ELECTRICAL DISRUPTION, OR STRUCTURAL IMPAIRMENT) ARISING OUT OF THE SERVICES PROVIDED BY INDEPENDENT PROVIDERS.
• In the event of damage, you agree to look solely to the Provider and their independent insurance policy, or your own homeowner's insurance, for compensation.

6.2 Limitation of Liability

• TO THE MAXIMUM EXTENT PERMITTED BY LAW, PLUMBR'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID TO PLUMBR IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (B) ONE HUNDRED DOLLARS ($100.00).

7. Service Provider Obligations & Independent Contractor Terms

7.1 Independent Contractor Status

• Service Providers acknowledge and agree that they are independent business entities, and not employees, agents, partners, or joint venturers of Plumbr. Nothing in these Terms creates an employment, agency, partnership, or joint venture relationship between any Provider and Plumbr.
• Providers supply their own tools, equipment, vehicles, and transportation. Providers bear full and sole responsibility for their own federal, state, and local tax obligations (including self-employment tax), insurance, and compliance with applicable law.
• Non-Exclusivity: Providers are free to maintain their own independent client base, advertise their services independently, and use competing platforms simultaneously. Plumbr imposes no exclusivity requirements.
• Providers represent and warrant that their participation on the Plumbr platform does not conflict with any existing contractual obligations, including employment agreements or restrictive covenants.
• Professional Representation: Providers agree to accurately represent their license classification to customers at all times. Misrepresentation of licensure status constitutes a material breach of these Terms and is grounds for immediate account termination, in addition to any legal liability.
• Payment Verification: Providers are required to complete payment identity verification and account setup through the platform's designated payment processor as part of the onboarding process. This may include identity verification, bank account linking, and tax information submission as required by the payment processor and applicable law.
• Platform Agreements: As part of the onboarding process, Providers may be required to review and execute additional platform agreements, including an Independent Contractor Agreement, to confirm their independent business status and the terms of their engagement with the platform. Such agreements supplement these Terms of Service.

7.2 Platform Service Fee & Financial Terms

• Plumbr retains a platform service fee from each completed transaction. The Provider's net earnings are set forth in the Provider Rate Schedule, which is provided upon registration and may be updated with reasonable advance notice.
• Tax Reporting: Providers who meet applicable IRS thresholds will receive Form 1099-K, generated and filed by Stripe on behalf of Plumbr. Providers are solely responsible for reporting all income and paying all applicable taxes.
• Refund Impact on Earnings: In the event of a partial refund issued to a customer following a verified dispute, the refunded amount shall be borne proportionally from the Provider's share. The platform service fee is calculated on the original gross transaction amount and is not adjusted by post-completion refunds.
• Dispatch Fee Allocation: The allocation of the Dispatch Fee upon cancellation, pricing disagreement, or Provider abandonment shall be governed by Section 4.5 of these Terms. Plumbr reserves the right to retain a portion of the Dispatch Fee to cover non-recoverable payment processing costs.

7.3 Abandonment & No-Show

• Provider Abandonment: If a Provider accepts a job and subsequently fails to arrive, or abandons a job in progress without completing the agreed scope of work, such conduct constitutes a material breach of the Provider's contractual obligations under these Terms.
• Consequences of Abandonment: As a contractual remedy for breach (and not as employer discipline), Plumbr may:
  • (a) Forfeit the Provider's right to any portion of the Dispatch Fee or earned payment for the abandoned job;
  • (b) Record a violation on the Provider's account;
  • (c) Suspend the Provider's account for a specified period following repeated violations (e.g., 5 or more abandonments within 30 days may result in a 7-day suspension);
  • (d) Permanently terminate the Provider's account for egregious or repeated breach.
• These measures are contractual remedies designed to protect marketplace integrity and are not indicative of an employment or control relationship.

7.4 Team Operations & Business Entities

• (a) Business Entity Registration. Providers who meet all platform onboarding requirements may register a business entity ("Agency") on the platform by providing a valid Employer Identification Number (EIN), legal business name, Contractor License, and Company-level general liability insurance (Company COI). Plumbr verifies these credentials at the time of registration but does not audit or guarantee the entity's ongoing corporate standing, internal structure, or compliance with state corporate law.
• (b) Platform Relationship. Plumbr's contractual relationship for team-assigned services is with the registered business entity, represented by its designated manager ("Team Manager"). Plumbr does not have any contractual, employment, or agency relationship with the entity's individual personnel.
• (c) Internal Arrangements Disclaimer. The business entity is solely responsible for the legal classification, compensation, tax reporting, insurance coverage, and regulatory compliance of its own personnel. Plumbr does not determine, control, or have knowledge of the employment or contractual status of any individual operating under the business entity. Any internal compensation arrangements are private matters between the business entity and its personnel, for which Plumbr assumes no responsibility or liability.
• (d) Insurance & Licensing. The business entity must maintain valid Company-level general liability insurance covering all operations conducted under its agency. Each individual performing on-site services must hold all licenses required by applicable state law for the job's complexity tier. The business entity is solely responsible for ensuring the compliance of its dispatched personnel.
• (e) Service Delivery & Payment. The Team Manager may accept service requests and assign them to the entity's qualified personnel through the platform. All earnings from team-assigned services are deposited into the business entity's connected payment account. The platform service fee is calculated on the same basis as individual Provider transactions.
• (f) Dispute Responsibility. In the event of a customer dispute on a team-assigned job, the performing individual bears primary responsibility for on-site resolution (callback, communication with customer). The Team Manager may view dispute details for coordination purposes. The business entity is ultimately accountable for the quality and outcome of services performed by its personnel.
• (g) Personnel Changes. Team Members may leave a business entity's Team at any time, subject to completion of all active assignments and resolution of all pending disputes. Earnings for completed jobs processed prior to departure are final. Upon departure, the Provider's account reverts to independent status and may require re-completion of applicable onboarding requirements. The Team Manager may remove personnel or dissolve the agency subject to the same requirements.

8. Account Integrity & Enforcement

• Plumbr reserves the right to suspend, restrict, or terminate any account that violates these Terms. Such actions are contractual remedies for breach of these Terms and do not create, imply, or evidence an employment or agency relationship.
• Grounds for account action include, but are not limited to: fraudulent activity, repeated abandonment, harassment, misrepresentation of credentials, circumvention of the platform's payment system, and violation of applicable law.
• You may request account deletion at any time through the app Settings. Some data may be retained as required by law or for financial record-keeping purposes.

9. Contact

• For support inquiries, use the in-app Help & Support feature.

10. SMS Messaging Program

• By consenting to our SMS service, you agree to receive recurring text messages from us, primarily for account verification (One-Time Passcodes) and regarding your service requests (updates, provider matches). Message frequency varies.
• You can cancel the SMS service at any time. Just text "STOP" to the short code. After you send the SMS message "STOP" to us, we will send you an SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages from us. If you want to join again, just sign up as you did the first time and we will start sending SMS messages to you again.
• If you are experiencing issues with the messaging program you can reply with the keyword "HELP" for more assistance, or you can get help directly at [email protected] (or via in-app support).
• Carriers are not liable for delayed or undelivered messages.
• As always, message and data rates may apply for any messages sent to you from us and to us from you.

11. Privacy

• Your use of Plumbr is also governed by our Privacy Policy. By using the Service, you consent to the collection and use of your data as outlined therein.

12. LEGAL TERMS

12.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Wyoming, without regard to its conflict of law provisions.

12.2 Indemnification

You agree to indemnify, defend, and hold harmless Plumbr Inc., its officers, directors, employees, and agents from any claims, damages, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of your use of the Service, your violation of these Terms, or your infringement of any third-party rights.

12.3 Severability

If any provision of these Terms is held to be invalid or unenforceable by a court of competent jurisdiction, such provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

12.4 Dispute Resolution & Binding Arbitration

YOU AGREE THAT ANY DISPUTE, CLAIM, OR CONTROVERSY ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE (INCLUDING ANY DISPUTE REGARDING THE EXISTENCE, VALIDITY, OR TERMINATION OF THESE TERMS) SHALL BE RESOLVED BY BINDING INDIVIDUAL ARBITRATION ADMINISTERED BY THE AMERICAN ARBITRATION ASSOCIATION (AAA) IN ACCORDANCE WITH ITS CONSUMER ARBITRATION RULES.

CLASS ACTION WAIVER: YOU AND PLUMBR AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, CONSOLIDATED, OR REPRESENTATIVE PROCEEDING.

• Small Claims Exception: Notwithstanding the foregoing, either party may bring an individual action in small claims court for disputes within the court's jurisdictional limits.
• 30-Day Opt-Out: You may opt out of this arbitration provision by sending written notice to Plumbr Inc., 30 N Gould St Ste N, Sheridan, WY 82801, within thirty (30) days of your first use of the Service. Opting out does not affect any other provision of these Terms.

12.5 Force Majeure

Plumbr shall not be liable for any delay or failure to perform resulting from causes outside its reasonable control, including, but not limited to, acts of God, war, terrorism, riots, embargos, acts of civil or military authorities, fire, floods, accidents, strikes, or shortages of transportation facilities, fuel, energy, labor, or materials.

12.6 Modifications to Terms

Plumbr reserves the right to modify these Terms at any time. Updated Terms will be posted within the app with a revised "Effective" date. Your continued use of the Service after the posting of revised Terms constitutes your acceptance of such changes. We encourage you to review these Terms periodically.

12.7 Entire Agreement

These Terms, together with the Privacy Policy, constitute the entire agreement between you and Plumbr regarding the Service and supersede all prior agreements, representations, and understandings.

Contact Us

Plumbr Inc.
30 N Gould St Ste N
Sheridan, WY 82801

Email: [email protected]