Customer Terms of Service
This is a draft and has not yet been signed off by an attorney.
1. Introduction
Proffera is operated by Proffera Global Services & Supply, LLC, a Texas limited liability company ("Proffera"). Proffera operates an online marketplace connecting customers with independent service providers. Proffera is not the service provider. By using Proffera, you agree to these terms.
2. Marketplace Role
Proffera facilitates search, comparison, booking, payment processing, completion-code payment release, reviews, and dispute facilitation. Proffera doesn't guarantee how a Pro's work turns out, except under the Happiness Guarantee, which has its own terms in the Happiness Guarantee.
3. Independent Pros
Pros are independent businesses or individuals, not employees of Proffera. Pros are responsible for their work, tools, insurance, licensing, and taxes.
4. Booking and Payment
You agree to pay the displayed total at checkout. Payment is charged at checkout. Your Pro is paid after the job is done: 48 hours after you give them your completion code, or 72 hours after they mark it finished if you don't report a problem. This is protected payment, not an escrow account. Do not share your completion code until work is complete.
4a. Licensed trades
Plumbing, electrical, heating and AC, and pest control work (and locksmith work in Texas) is done by a licensed Pro under their own state license. As Proffera policy we also book only licensed locksmiths in Maryland. When you book or accept a quote for this work, you pay the Pro through Proffera, acting as the Pro's payment agent: your payment to Proffera counts as payment to the Pro. The Proffera fee is shown separately at checkout. Proffera does not perform or resell licensed work.
5. Fees
Your Pro sets the price for the job. Proffera adds its own fee (the Proffera fee), shown at checkout. You see the total before you pay.
6. Cancellations and Refunds
Cancel within 30 minutes of paying when your visit is more than 24 hours away, while your Pro still has to confirm, or if they haven't been in touch by their confirm-by time, and you get everything back. Otherwise: 24+ hours before the visit, everything except the Proffera fee (or our minimum charge for cancelling, if that's more — the exact amount is on your booking page); 2–24 hours before, half — most of what we keep pays your Pro for the time they held; under 2 hours or once your Pro is on the way, no refund, and your Pro is paid for the visit. If your Pro cancels, you're refunded in full. If your Pro doesn't show up, report it on your booking and a person at Proffera will sort out your refund. Refunds after a dispute follow the Dispute Resolution Policy.
7. Disputes
Open disputes through your account (see the Dispute Resolution Policy). Proffera triages disputes quickly; human review applies to escalated cases.
8. Emergency Services
Proffera is not for emergencies. Call 911 for emergencies.