SECTION I: ISSUES
HireAHelper, on behalf of the Service Providers who advertise on the HireAHelper website, provides the following "Service Guarantee" to you (the registered HireAHelper customer) with respect to moving services ("Services") you procure from "Service Providers" using www.hireahelper.com. This Service Guarantee applies to Issues caused by a Service Provider in providing the Services. "Issues" are material Services problems (as determined by HireAHelper in its sole discretion) to the extent caused solely by the applicable Helper(s).
Maximum reimbursement under this Service Guarantee is one (1) US$1000.00 reimbursement per customer household per calendar year.
A. Subject to the terms and conditions of this Service Guarantee, HireAHelper guarantees to you that in the event of an Issue it will reimburse to you up to one hundred percent (100%) of the fees you pay your Service Provider via the HireAHelper marketplace for the applicable Services (capped at US$1000.00).
B. Reimbursement process:
You must make a diligent and good faith attempt to reconcile the Issue directly with the Service Provider (such as, by requesting a refund, monetary damages, etc.) If such reconciliation cannot be reached, you must complete the Complaints and Claims form (online at http://www.hireahelper.com/complaints-claims/). This form must be filed within 10 business days from the day in which the applicable Service Provider provided the Services. Upon your proper filing of a Complaints and Claims form, HireAHelper will (i) verify, in its sole determination, the existence of an Issue, and (ii) if so verified, use commercially reasonably efforts to reconcile the Issue directly with the Helper. If reconciliation of the Issue is not reached by HireAHelper within 30 days from your filing of the Complaints and Claims form, HireAHelper will reimburse you up to one hundred percent (100%) of the fees you pay your Service Provider via the HireAHelper marketplace for the applicable Services (capped at US$1000.00).
C. The Service Guarantee is contingent upon all of the following:
Your compliance with the reimbursement process described above (including, without limitation, your timely and proper notification to us pursuant to Section B2 above). You must be in full compliance with the above reimbursement process and all of our Terms and Conditions. HireAHelper is able, in its sole determination, to verify the existence of an Issue. The applicable Issue must, as determined by HireAHelper in its sole determination, be the Helper's fault (and you are not responsible, in any manner or to any extent, for such Issue). You fully cooperate with HireAHelper in its activities in connection herewith (including, without limitation, by providing all requested documentation and photos).
D. This Service Guarantee does not apply to:
Services not expressly purchased through HireAHelper.com. For example, this guarantee does not apply if the Issue arises with respect to services you purchase from a Service Provider directly (and not expressly through our website). Anything caused by any party other than a Helper. Any damages that occur during transport in a truck, container or other vehicle provided by you or a third party. A Helper's attitude, demeanor, courteousness, or politeness.
E. THE FOREGOING SERVICE GUARANTEE SECTION I: ISSUES STATES THE ENTIRE OBLIGATION OF HIREAHELPER, AND YOUR ENTIRE REMEDY AGAINST HIREAHELPER FOR ANY SERVICE PROVIDER ISSUE(S). EXCEPT AS SET FORTH IN THIS SERVICE GUARANTEE (AND ANY OTHER GUARANTEES EXPRESS PROVIDED FOR BY HIREAHELPER IN WRITING AT WWW.HIREAHELPER.COM), HIREAHELPER MAKES NO REPRESENTATIONS, WARRANTIES (EXPRESS OR IMPLIED) OR GUARANTEES WITH RESPECT TO ANY SERVICE PROVIDER SERVICES.
SECTION II: SCHEDULING
This Service Guarantee applies with respect to Helpers that are "Late" – meaning they fail to arrive to provide your moving services by at least the 1 hour after the window of time designated by you during the Service Provider procurement process through www.hireahelper.com ("Designated Start Time"). For example, if you designated (via such process) that a Service Provider arrive during a 9 a.m. – 10 a.m. window, then the Service Provider will be deemed "Late" at 10:01 a.m. (not sooner).
PLEASE NOTE: THIS SERVICE GUARANTEE DOES NOT APPLY WITH RESPECT TO ANY SEPARATE START TIME YOU HAVE INDEPENDENTLY ARRANGED WITH A SERVICE PROVIDER (I.E. A START TIME THAT IS NOT THE START TIME DESIGNATED BY YOU THROUGH YOUR WWW.HIREAHELPER.COM ACCOUNT), UNLESS YOU NOTIFY HIREAHELPER OF SUCH DIFFERENT TIME AT LEAST 24 HOURS IN ADVANCE BY CONTACTING US AT [(800) 995-5003].
A. Subject to the terms and conditions of this Service Guarantee, HireAHelper guarantees to you that:
Your Service Provider will arrive by the Designated Start Time; or If your Service Provider fails to arrive by the Designated Start Time (meaning the Service Provider is Late), then HireAHelper will: (i) use commercially reasonable effort to promptly ensure your Service Provider arrives or find a replacement Helper, and (ii) for each full hour your Service Provider is Late, and during which HireAHelper has not helped you find a replacement Helper, refund to you five percent (5%) fees you paid to HireAHelper for the delayed services (capped at one hundred percent (100%) of such fees). The foregoing refund only applies with respect to full hours between 8am and 6pm in your time zone, and does not apply on a partial-hour (or pro-rata) basis. Example 1: If a Service Provider arrives Late by 1¾ hours, you will be eligible to receive a five percent (5%) refund (no more). Example 2: If a Service Provider does not show up to provide the services and a replacement Service Provider (provided by HireAHelper) arrives 5½ hours after the Designated Start Time, then you will receive a twenty five percent (25%) refund. Example 3: If your Service Provider does not show up at all, and HireAHelper does not help you find a replacement Helper, then you will receive (as your sole remedy) a one hundred percent (100%) refund. Example 4: If your Service Provider (and a replacement) arrives Late by 30 minutes, you will not be entitled to any refund.
B. The foregoing Scheduling Guarantee is contingent upon all the following:
You are in full compliance with all of our Terms and Conditions. The applicable Service Provider is Late (and you are not responsible, in any manner or to any extent, for such delay). You call us at [(800) 995-5003] within 15 minutes from the time the Service Provider is first Late. HireAHelper is able to confirm with the Service Provider that they are Late. You fully cooperate with HireAHelper in its activities in connection herewith.
C. THE FOREGOING SERVICE GUARANTEE SECTION II: SCHEDULING (I.E. THE PROVISION OF A REPLACEMENT HELPER, OR A REFUND) STATES THE ENTIRE OBLIGATION OF HIREAHELPER, AND YOUR ENTIRE REMEDY AGAINST HIREAHELPER FOR ANY SERVICE PROVIDER SCHEDULING DELAY. EXCEPT AS SET FORTH IN THIS SERVICE GUARANTEE (AND ANY OTHER GUARANTEES EXPRESS PROVIDED FOR BY HIREAHELPER IN WRITING AT WWW.HIREAHELPER.COM), HIREAHELPER MAKES NO REPRESENTATIONS, WARRANTIES (EXPRESS OR IMPLIED) OR GUARANTEES WITH RESPECT TO ANY SERVICE PROVIDER SERVICES.
Due to New York state law restrictions, the Service Guarantee is not offered, applicable or available to residents of the state of New York.