Terms & Conditions
Last Updated: January 2025
1. Acceptance of Terms
By accessing or using Ohana Helps's services ("Service"), you agree to be bound by these Terms and Conditions ("Terms"). If you disagree with any part of these terms, you may not access the Service. These Terms apply to all visitors, users, customers, and handymen who access or use the Service.
2. Service Description
Ohana Helps operates a digital platform that connects customers seeking handyman services with qualified, vetted professionals. Our Service includes:
- Online booking and scheduling system
- Payment processing and billing services
- Background-checked handyman network
- Customer support and dispute resolution
- Quality assurance and satisfaction guarantee
3. Customer Terms
Booking and Scheduling
- All bookings are subject to handyman availability
- Appointments are confirmed only when claimed by a qualified handyman
- You must provide accurate contact information and service location
- You must be present or provide authorized access during scheduled service
Pricing and Payment
- Standard rate: $75/hour billed in 15-minute increments
- Minimum charge: 1 hour ($75) for all service calls
- Payment processed securely after job completion
- Valid payment method required before service
- Additional materials costs may apply (with prior approval)
Cancellation Policy
- Free cancellation: 24+ hours before scheduled time
- Late cancellation (2-24 hours before): $75 fee
- No-show (less than 2 hours before): $75 fee
- Weather-related cancellations may be waived at our discretion
4. Handyman Terms
Independent Contractor Relationship
Handymen are independent contractors, not employees of Ohana Helps. As such:
- You are responsible for your own taxes and 1099 reporting
- You maintain your own insurance and licensing
- You set your own schedule and choose which jobs to accept
- You are responsible for your own tools and transportation
Job Claiming and Fees
- $50 claim fee required to secure each job (refundable upon completion)
- Jobs awarded on first-come, first-served basis
- You must arrive within scheduled time window
- Professional conduct and quality work expected
Payment Terms
- Payment processed within 24-48 hours of job completion
- Platform fee: 15% of job total
- Disputes must be reported within 48 hours
- Payment adjustments subject to customer approval
5. Quality Standards and Guarantees
Work Guarantee
We guarantee all work performed through our platform for 30 days from completion. This includes:
- Workmanship defects and installation issues
- Free return visits for covered issues
- Full refund if work cannot be satisfactorily completed
Satisfaction Guarantee
If you're not completely satisfied with the service, we will work to make it right through rework, partial refund, or full refund depending on the circumstances.
6. Safety and Insurance
- All handymen are background-checked and verified
- General liability insurance coverage included
- Workers' compensation coverage provided
- Property damage protection up to policy limits
- Report any safety concerns immediately
7. User Responsibilities
Account Security
- Maintain confidentiality of account credentials
- Notify us immediately of unauthorized access
- Provide accurate and up-to-date information
- Use the Service only for lawful purposes
Prohibited Activities
- Attempting to bypass platform fees or payments
- Harassment or inappropriate behavior
- Providing false information or reviews
- Interfering with platform operations
- Violating any applicable laws or regulations
8. Limitation of Liability
To the maximum extent permitted by applicable law, Ohana Helps shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to:
- Loss of profits, data, or business opportunities
- Property damage beyond our insurance coverage
- Personal injury not covered by our insurance
- Delays or cancellations due to circumstances beyond our control
9. Dispute Resolution
Internal Resolution
We encourage users to first attempt to resolve disputes through our customer support team. Most issues can be resolved quickly and fairly through direct communication.
Arbitration Agreement
Any disputes that cannot be resolved internally shall be settled through binding arbitration in accordance with the rules of the American Arbitration Association. This agreement is governed by the laws of the state where the service was provided.
10. Privacy and Data Protection
Your privacy is important to us. Please review our Privacy Policy, which also governs your use of the Service, to understand our practices regarding the collection and use of your information.
11. Modifications to Terms
We reserve the right to modify these Terms at any time. We will notify users of any significant changes via email or through the platform. Your continued use of the Service after such modifications constitutes your acceptance of the updated Terms.
12. Termination
Either party may terminate their account at any time. We reserve the right to suspend or terminate accounts for violations of these Terms. Upon termination:
- Outstanding payments will be processed
- Pending jobs will be completed or cancelled
- Account data may be retained for legal compliance
- Certain provisions of these Terms will survive termination
13. Contact Information
If you have any questions about these Terms and Conditions, please contact us:
14. Effective Date
These Terms and Conditions are effective as of January 1, 2025, and will remain in effect except with respect to any changes in their provisions in the future, which will be in effect immediately after being posted on this page.