If you are not fully satisfied with the services you booked through our platform, you may submit a claim under this Customer Assurance Promise. If your claim meets all eligibility requirements (detailed below) and is approved at our discretion, we will resolve the issue in a way we determine appropriate. This may involve sending one of our professionals to address the problem or providing compensation such as a refund or credit toward future services.
We will only consider claims that meet the following eligibility requirements:
You must have an active account with us and comply fully with the General Terms of Service and this Customer Assurance Promise throughout the claim process.
The service that is the subject of the claim must have been booked through your account with us and completed by the professional assigned. Any service performed outside of Local Home Services or resulting from direct contact with a professional is not eligible.
The work completed by the professional must remain unaltered. If any changes or repairs are made that contribute to the issue, your claim may be deemed ineligible.
If the professional provides reasonable recommendations to address the issue or other related concerns during the job, and you decline them, your claim may not be eligible if the recommendations could have resolved the issue.
You must have paid in full for the service that is the subject of the claim. Claims related to services for which payment has been withheld, contested, or stopped will not be considered.
Claims must be filed within 30 days of the service's completion date. Claims submitted beyond this period are not eligible.
To file a claim, email us at concierge@lhsteam.ca or complete our online claim form. Provide your name, address, a detailed description of the service, the issue encountered, and supporting documentation (e.g., photos).
During the claim process, you must provide any additional information requested. Claims may take up to six weeks for resolution. If the issue is resolved independently or by another provider before we address the claim, the claim may be deemed ineligible unless immediate repairs were necessary to prevent further damage.
If approved, we may resolve your claim by:
The maximum reimbursement or credit under the Customer Assurance Promise is $1,000 per claim.
By accepting a resolution under this promise, you agree to release us from all further liabilities or claims related to the issue. A signed release form may be required to finalize your claim.
You retain the right to pursue recourse directly with the professional who completed the service.
We reserve the right to amend this Customer Assurance Promise at any time. Changes will be posted on our website and will apply to claims submitted after the posting date.
We may terminate or revise this Customer Assurance Promise at our discretion. Changes will be communicated via updates on our website.
This Customer Assurance Promise outlines our policies and practices in assisting customers and is subject to the limits and exclusions outlined in our General Terms of Service. It does not alter or expand the role of us. We are not responsible for work performed by these professionals, and the Customer Assurance Promise does not create any contractual relationship or liability for us in connection with your agreement with the professional. Filing a claim under this Customer Assurance Promise does not prevent you from seeking direct recourse from the professional you worked with.
Capitalized terms used but not defined here have the meanings provided in the General Terms of Service.
If you have any questions you may email us at concierge@lhsteam.ca.
Last updated date: June 1, 2020
