Trust & Safety

1. Our commitment

Home Service Hub is a marketplace that helps people describe jobs and connect with local service professionals. Trust is the product. We design the platform to reduce ambiguity, surface clear expectations, and give both sides tools to report problems.

We take safety seriously in an industry where work happens in homes, rentals, offices, and shared spaces — often involving tools, heights, electrical systems, water, chemicals, and access to private property.

This page explains what we do, what we expect from users, and what we cannot guarantee. It should be read together with our Terms of Service, Provider Terms, Privacy Policy, and Prohibited Services Policy.

2. Emergencies come first

Home Service Hub is not an emergency service and is not a substitute for 911 or other local emergency responders.

• If anyone is in immediate danger, call local emergency services right away.
• Gas leaks, active fires, medical emergencies, structural collapse risks, carbon monoxide alarms, flooding that threatens electrical systems, and similar hazards require emergency professionals — not a marketplace request.
• Do not wait for a match, message reply, or AI suggestion when life, health, or property is at imminent risk.
• After the emergency is stabilized, you may use the platform for non-emergency follow-up work with qualified professionals.

3. What Home Service Hub is — and is not

We facilitate connections. We do not perform the underlying trade work, supervise job sites, or act as a general contractor unless we expressly say so in a separate written agreement.

• Providers on the platform are independent local businesses, not employees or agents of Home Service Hub (unless a different relationship is expressly documented).
• We do not guarantee that any particular provider is available, licensed for every task, insured for every risk, or the right fit for your job.
• We do not guarantee prices, timelines, workmanship, materials quality, or outcomes of work performed off-platform.
• Contracts for services are generally between the requester and the provider. Disputes about work quality, payment for services rendered, property damage, or scheduling should first be addressed between those parties.
• AI features help clarify requests and matching; they are not inspections, diagnoses, code reviews, engineering opinions, or professional advice.

4. Safety expectations for requesters

People seeking help (“requesters”) play a major role in keeping jobs safe and fair.

• Provide accurate descriptions of the issue, location, access constraints, pets, occupancy, and known hazards.
• Upload clear photos when helpful — and never photos of unrelated private documents, minors in inappropriate contexts, or other people’s private spaces without permission.
• Grant property access only to providers you have chosen to engage, and verify identity when they arrive.
• Do not leave vulnerable household members alone with unknown workers if that conflicts with your comfort or local guidance; arrange a trusted adult to be present when appropriate.
• Ask providers about licensing, insurance, warranties, and scope before authorizing work.
• Pay only through methods you trust and document. Be cautious of pressure tactics, requests to move conversations entirely off-platform before you are ready, or demands for unusual prepayment.
• Report suspicious profiles, unsafe behavior, harassment, fraud attempts, or policy violations to us promptly.

5. Safety expectations for providers

Providers are our customers and partners in marketplace quality. Professional conduct is required.

• Keep profile information, service categories, service areas, licensing claims, and insurance representations accurate and current.
• Only accept or pursue work you are legally permitted and practically qualified to perform.
• Respect property, privacy, and household rules; obtain consent before photographing interiors beyond what is needed for the job.
• Do not harass, discriminate against, threaten, or exploit requesters.
• Do not use request details to spam, cold-call outside legitimate matching, or resell lead data.
• Follow applicable licensing, permitting, building codes, environmental rules, and workplace safety standards for your trade and location.
• If a job is unsafe or outside your scope, decline it and say so clearly.
• Cooperate with good-faith investigations of reports, reviews, or verification questions.

6. Verification, badges, and what they mean

We may offer verification workflows where providers upload licenses, insurance certificates, identity documents, or business credentials for review.

Verification statuses, badges, or labels — when shown — mean only that documentation was submitted and reviewed against our then-current process. They are not a warranty.

• Verification is not a substitute for checking a provider’s current license status with the relevant state or local authority.
• We do not promise continuous monitoring of every license expiration, insurance cancellation, or regulatory action.
• Background checks, if offered in the future, will be described separately and may be limited by law, data availability, and provider consent.
• False, altered, or misleading documents are grounds for removal and may be reported where required.
• Requesters should still ask questions and review credentials before hiring.

7. AI, photos, and request clarity

AI features may suggest categories, summaries, urgency hints, and follow-up questions based on text and photos you provide.

• AI output can be wrong, incomplete, or overconfident. Always review and edit AI suggestions before relying on them.
• AI image analysis is not a professional home inspection, structural assessment, mold test, electrical diagnosis, medical evaluation, or code compliance review.
• Do not use AI suggestions as the sole basis for DIY work that requires a licensed professional.
• We may use automated tools to detect spam, scams, prohibited content, or policy abuse.
• Photos and descriptions you upload may be processed by subprocessors (including AI providers) as described in our Privacy Policy.

8. Matching, messaging, and lead integrity

Matching considers factors such as category, location/service area, subscription plan, profile completeness, and other quality signals. Matching is not an endorsement of any provider.

• We do not guarantee a minimum number of matches, responses, wins, or revenue for providers.
• We do not guarantee that requesters will hire any matched provider.
• Manipulating the system (fake requests, duplicate accounts, category stuffing, review fraud) is prohibited.
• Providers must respect plan limits and fair-use expectations tied to their subscription.
• Off-platform communication after an introduction is common in home services; both parties remain responsible for how they share contact details and arrange work.

9. Reviews, ratings, and reputation

Reviews help the community make better decisions. They must be honest, relevant, and free of abuse.

• Fake reviews, review gating that illegally suppresses negative feedback, bribery for ratings, or coordinated smear campaigns are prohibited.
• We may moderate, remove, or decline to display reviews that violate policy, contain private information, or appear fraudulent.
• A rating is one data point — not a guarantee of future performance.
• Providers may respond professionally to reviews where the product supports responses.

10. Reporting, investigation, and enforcement

We provide report pathways for unsafe behavior, harassment, fraud, prohibited services, inaccurate credentials, and other policy issues.

• Report concerns to hello@homeservicehub.co with the request ID, provider name, screenshots, and as much detail as you can safely share.
• We may investigate reports, request more information, temporarily restrict accounts, remove content, suspend subscriptions, or permanently ban users.
• We may preserve records needed for safety, fraud prevention, legal compliance, or dispute review.
• We are not obligated to share every enforcement detail with either party when doing so could compromise safety or an investigation.
• Law enforcement requests are handled as described in our Privacy Policy and applicable law.

11. Payments, subscriptions, and financial safety

Requesting help on Home Service Hub is designed to be free for requesters. Providers pay subscription fees for marketplace access and tools.

• Provider subscription billing is processed by Stripe or another payment processor; card data is handled by that processor.
• Subscription fees are for platform access — not payment for a specific job performed for a requester.
• Payment for actual service work is typically arranged between requester and provider. Use invoicing and payment methods you trust.
• Be alert for phishing, fake invoices, or requests to pay “platform fees” to personal accounts. Official billing appears through our authenticated flows and Stripe customer portal where applicable.
• Refunds for subscriptions follow the terms presented at checkout and in Provider Terms; refunds for trade work are between the parties to that work.

12. Property access, privacy, and vulnerable situations

• Requesters should control keys, codes, and entry instructions carefully.
• Providers should not copy keys, retain access codes, or enter areas beyond the agreed scope without permission.
• Do not request or share Social Security numbers, full financial account numbers, or unnecessary government ID images through messaging unless a verified workflow requires them and you understand the risk.
• Extra caution is warranted for jobs involving children, elderly residents, people with disabilities, vacant properties, or after-hours access.
• Discrimination based on protected characteristics is prohibited in platform use and provider selection practices that violate applicable law.

13. Prohibited and high-risk work

Some requests are not allowed on the platform at all. Others may be allowed only when performed by appropriately licensed professionals. See our Prohibited Services Policy for the full list.

• Illegal activity, exploitation, weapons trafficking, and sexual services involving minors are strictly prohibited.
• Unlicensed practice of regulated trades where a license is required is not permitted.
• We may remove requests or accounts that create unacceptable safety, legal, or reputational risk.

14. Minors

Home Service Hub is intended for adults. Accounts and marketplace participation require users to meet the age requirements in our Terms (generally 18+).

Do not upload content that sexualizes minors or that exploits children. We will act on such material and may involve authorities.

15. Continuous improvement

Trust & Safety is not a one-time checklist. We iterate on verification flows, reporting tools, AI safeguards, and policy clarity as the marketplace grows.

If you have constructive feedback on safety gaps, email us. We read it.

16. Contact

Trust & Safety, reports, and urgent policy concerns: hello@homeservicehub.co

General questions: hello@homeservicehub.co

If you are in immediate danger, contact local emergency services first.