Contractor Dispatch Terms

These terms govern Latchel Contractor Dispatch, operated by Latchel, Inc., a Delaware corporation (“Latchel”, “the Company”, “we” or “us”). They apply to you when you request home services through Contractor Dispatch (a “Requester”).

If you are a contractor or vendor performing work, your participation in the Latchel Contractor Network and the Latchel Vendor Network is governed by the Latchel Terms of Use, section 8; these terms are for the people who book services.

1. What Contractor Dispatch is

Contractor Dispatch is a platform. Through it you can request home services, and we arrange for an independently established service provider (a “Service Provider”) to perform them. We coordinate the booking, the scheduling and the payment. The Service Provider does the work.

These terms, together with the Latchel Terms of Use and the Privacy Policy, govern your use of Contractor Dispatch. Where these terms conflict with the Terms of Use, these terms control for Contractor Dispatch.

2. Agreeing to these terms

You agree to these terms when you register for Contractor Dispatch, request a service through it, or continue using it after we give you notice of these terms. The version and effective date are at the top of this page.

Changes. We may change these terms. Material changes take effect 30 days after we give notice, by posting a notice, by email, or both. Clarifications and corrections take effect when posted. If you do not accept a material change, you can stop using Contractor Dispatch before it takes effect.

If you do not agree to these terms, do not use Contractor Dispatch.

3. Eligibility

You must be 18 or older and able to enter into a binding contract. If you are agreeing on behalf of a company or other organization, you represent that you have authority to bind it. Otherwise the right to use Contractor Dispatch is personal to you and is not transferable.

You may request services only for a location where you are legally entitled to have the work performed, and only for your own use or the use of a person or organization you validly represent. Contractor Dispatch is not for commercial resale.

4. Service providers are independent

5. Who performs the work

Service Providers apply to join Contractor Dispatch and are responsible for their own licensing, insurance and background checks on their own technicians. Our eligibility criteria may change without notice.

You should understand the limits of this:

• We rely on information Service Providers give us, and we do not verify it or guarantee its accuracy, reliability or quality.
• We do not warrant that a Service Provider’s profile, licensing or insurance information is accurate or stays current, and we are under no obligation to update it.
• We have no obligation to perform, and do not undertake to perform, any background, financial, licensure or other check on a Service Provider, or to disclose the result of one.

Make whatever further inquiry you think appropriate before allowing anyone into your home.

6. Booking, pricing and payment

1. An order is an offer. Your request is an offer, accepted when you receive a confirmation.
2. Payment. Either before a scheduled service or promptly after it, we charge your payment method for the services you ordered and for any related costs, fees, expenses and taxes. You authorize us to charge any payment method on file. Payments are processed by Stripe, Inc.; we do not store your card or bank details. We may place a hold on your payment method for an ordered or completed service.
3. Accurate payment information. Information you give us in connection with a purchase must be accurate, complete and current, and you agree to pay all charges incurred through your payment method at the prices in effect when they are incurred.
4. Variable pricing. The price of a booking may differ depending on how it is booked — for example online versus by phone.
5. Price changes on site. After you request a service and a Service Provider takes it, there is a period during which you and the Service Provider can discuss the job, including its price. If the scope or price changes, tell our support team, or agree the change with the Service Provider directly, and we will process it. If an estimate has been produced and you withdraw during this period, a minimum fee equal to one hour of labor may apply.
6. Refunds. Except where a Service Provider’s own work guarantee applies, refunds and credits after a charge are at our discretion, and we will grant them in appropriate circumstances. This does not affect any right you have under applicable law.
7. Taxes. You are responsible for transaction taxes on services provided, other than taxes on our income.
8. Risk holds and set-off. If we reasonably determine that activity on your account creates a risk of chargebacks, claims or disputes, or breaches these terms, we may place or maintain a hold on your payment method while that risk persists, set off amounts you owe us against any refund or credit we owe you, decline or suspend further bookings, invoice you, or collect by other lawful means. If we determine your account has been used for deceptive, fraudulent or illegal activity, or to repeatedly violate these terms, we may suspend or close it under section 15.

7. Cancellations

If you cancel. You may cancel a scheduled appointment at any time, subject to the following:

• more than 24 hours before the appointment — no cancellation fee;
• between 2 and 24 hours before — a visit fee equal to one hour of Service Provider labor may apply;
• within 2 hours of the appointment — the full service amount may be charged.

If a Service Provider cancels. We will notify you and make your request available for another Service Provider. We cannot guarantee that another will take it, that it will be rescheduled, or that the work will be completed.

8. Calls and text messages

Calls may be recorded. Calls to and from Latchel, including calls answered by our AI, may be monitored, recorded and transcribed for quality, staff training, dispute resolution, safety and service improvement. Where the law requires everyone’s consent — as it does in California, Washington and other states — we give notice at the start of the call, and by continuing the call you consent to being recorded. If you would rather not be, you may decline or ask to continue by another channel. When you are talking to our AI rather than a person, we tell you so.

Masked numbers. When you call or text a Service Provider through us, we may mask both numbers. We and our telephony vendor receive and store the date, time, numbers and content of those messages, and use them for support, safety and dispute resolution.

Text messages. We text from a range of numbers, which may include ten-digit local numbers, toll-free numbers and short codes. Message frequency varies and message and data rates may apply. Carriers are not liable for delayed or undelivered messages.

• Service messages about your request — scheduling, arrival, completion — are sent as a normal part of providing the service, and are not marketing.
• Marketing messages are sent only to people who have given prior express written consent. Consent to marketing is not a condition of booking anything.
• To stop automated messages, reply STOP to any of them; we suppress you across every number we send automated messages from for that messaging program. Reply HELP for help.
• Messages sent by a person, such as a coordinator or a Service Provider, stop per number: reply STOP to that number.
• To stop everything, email privacy@latchel.com.

Opting out of service messages may affect our ability to coordinate your booking. If a number you gave us stops being yours, tell us promptly.

9. Your account

You are the authorized user of your account and are responsible for keeping your credentials confidential and for activity under them. We may access your account to make a change you ask for, such as rescheduling. We may ask you for reasonable proof of identity. Tell us promptly if you believe your account has been compromised.

10. Accurate information

The information you give us — your name, address, phone number, email address and the details of your request — must be accurate, current and truthful. If you give us information that is untrue, inaccurate or incomplete, or we reasonably suspect that it is, we may refuse your current or future use of Contractor Dispatch.

Entering someone else’s contact details, or fabricated details, is a serious matter. It sends real people and real Service Providers to addresses that did not ask for them, and can cause real harm. If you knowingly submit false information, you are responsible to Latchel for the actual damages caused, including any amount Latchel pays or owes an affected Service Provider as a result.

11. Your information

The Privacy Policy explains what we collect and why. Two points matter here.

What we share with Service Providers. To do the work, a Service Provider needs your name, address, contact details and a description of the job. We share what is needed for that and no more.

How we use it to improve the service. We use information generated through Contractor Dispatch to operate and improve it, including to develop, train, test and evaluate the models behind features such as triage, troubleshooting and our AI front office. Your information is de-identified or aggregated before it is used to train any model, so it can no longer reasonably be linked to you or your household, or used to infer information about you. De-identification may be carried out by us or by a vendor acting on our behalf under contract. We do not sell your personal information, we do not permit any vendor to use it for their own purposes including to train their own models, we take no ownership of your information by using it, and we do not create voiceprints or other biometric identifiers. Anyone we license de-identified data to is prohibited by contract from trying to re-identify it, and from trying to identify any person from it, including by voice.

12. Reviews and content

We may ask you to review a completed service. A review should reflect your own firsthand experience and your honest opinion. We will never penalize you for an honest negative review, and nothing in these terms restricts your right to write one.

Reviews and ratings displayed to you are the opinions of the people who wrote them, not ours. We do not endorse them and disclaim any warranty about them.

Your content. You keep ownership of the reviews, photographs, messages and other material you provide (“Content”). We claim no ownership of it. You grant us a non-exclusive, worldwide, royalty-free, fully paid, sublicensable and transferable license, subject in each case to the limits in section 11, to host, store, reproduce, adapt, display and distribute your Content in order to operate, provide, secure, support, analyze and improve Contractor Dispatch — including to develop, train, test and evaluate models — and to promote the service. You also grant us the right to create de-identified and aggregated data from your Content and from the substance of your service requests, and to use, reproduce, distribute, share, license, sublicense and otherwise commercialize that de-identified and aggregated data for any lawful business purpose, including industry analysis, benchmarking, research, and the development, training and evaluation of models. The rights over de-identified and aggregated data, once created, are perpetual and irrevocable, and survive deletion of the material they were created from. You represent that you have the right to grant this license.

Feedback you send us about the platform we may use freely, without obligation to you. Feedback does not include your personal information or the substance of a service request.

13. Acceptable use

Treat Service Providers courteously and lawfully, give them a safe and appropriate working environment that complies with applicable law, and cooperate reasonably so they can do the work. You may not:

• use Contractor Dispatch in violation of any local, state, national or international law;
• upload files containing viruses, corrupted files or other harmful software, or material that infringes anyone’s intellectual property, privacy or publicity rights;
• defame, abuse, harass, stalk, threaten or otherwise violate the rights of others, including our staff, Service Providers and other users;
• post a review that is not your own genuine opinion, or publish false, misleading, fraudulent or unlawful material;
• solicit Service Providers or other users for employment, contract work or any other purpose unrelated to Contractor Dispatch without our written permission;
• advertise or sell goods or services, or forward surveys, contests, pyramid schemes or chain letters;
• collect usernames or email addresses by electronic or other means without our written permission;
• impersonate another person, or let anyone else use your identity or account;
• spam, or restrict or inhibit anyone else’s use of the service;
• state or imply that we endorse something you have said, without our written consent;
• reverse engineer, decompile, modify or interfere with the platform or its servers, or use a robot, spider or automated process to scrape or index it;
• use the platform or its content to train, fine-tune or develop any machine learning model or artificial intelligence system, or to perform text or data mining, without our written permission;
• mirror or archive any part of the platform without our written permission; or
• remove or alter any copyright, trademark or proprietary notice.

14. Intellectual property

The platform and the information, data, content and materials in it (the “Company Materials”) are owned by Latchel, its affiliates and its licensors, excluding user-generated Content. They are protected by copyright, trademark and other intellectual property laws. Any use other than as these terms expressly permit is prohibited without permission.

Latchel’s service marks and trademarks, including Latchel and the Latchel logos, are owned by us. Other trademarks appearing on the platform belong to their owners, and you may not use them without the owner’s written consent.

15. Changes, suspension and ending

We may limit, modify, suspend or discontinue Contractor Dispatch or any part of it, with or without notice, and we will not be liable to you or any third party for doing so. We may establish general practices, policies and limits concerning its use.

Ending it. You may stop using Contractor Dispatch at any time by ceasing to use it and closing your account, provided there are no outstanding services ordered under it. If there are, these terms continue until those services are completed or cancelled.

Suspension by us. We may suspend or terminate your access at any time if you breach these terms or a policy we post, or engage in behavior that is inappropriate, unsafe or offensive. Except where the problem is urgent or the law prevents it, we will give you notice and a chance to fix it. If we terminate your account, you may not register a new one under your name, a false name or a third party’s name.

We are not responsible for delays or failures caused by problems inherent in the internet and electronic communications.

Sections 6, 10, 11, 12, 13, 14, 16, 17, 18, 19 and 20 survive.

16. Disclaimer

17. Limitation of liability

18. Indemnification

You agree to indemnify, defend and hold harmless Latchel, its officers, directors, parents, subsidiaries, affiliates, employees, agents, service providers and suppliers from any losses, liabilities, expenses, damages, claims, demands and costs, including reasonable attorneys’ fees, arising from: your violation of these terms; goods or services you purchase or contract for through Contractor Dispatch; your violation of any applicable law; your violation of another person’s rights, including a Service Provider’s; or the Content and information you submit.

We may, at our own expense, assume the exclusive defense and control of any matter subject to your indemnification. You will not settle any such claim without our prior written consent.

19. Dispute resolution

19.1 What this covers

Any dispute, claim or controversy between you and Latchel, past, present or future, arising out of or relating to these terms or to Contractor Dispatch (a “Dispute”), on any legal theory. “Claimant” means the party bringing it.

A dispute between you and a Service Provider is not a Dispute under this section. Latchel is not a party to it.

19.2 Notice of dispute

Before starting any proceeding, Claimant must send a written notice of the Dispute. Yours goes to legal@latchel.com, with a copy by mail to Latchel, Inc., Attn: Legal, 1111B S Governors Ave, STE 6677, Dover, DE 19904. Ours goes to the email and address on your account. The notice must include:

1. Claimant’s full legal name and current postal address;
2. every email address and phone number Claimant has used with Contractor Dispatch;
3. the dates of the bookings or events the Dispute arises from, and the service address;
4. a specific description of what happened and of the harm alleged;
5. the legal theory or theories the Dispute rests on; and
6. a list of every claim, demand, complaint or arbitration Claimant filed in the preceding 24 months asserting substantively similar theories or arising from substantively similar conduct, naming each respondent and the outcome.

Curing an incomplete notice. If a notice is missing something, the other party will identify what is missing within 15 days of receiving it, and Claimant has 15 days after that to supply it. The timelines below start when the notice is complete. We may also request the nature of Claimant’s fee arrangement with counsel and the identity of any third party funding the Dispute, and Claimant will provide that to the extent it is not privileged.

These requirements exist so both sides, and any arbitrator, can assess the Dispute in good faith and screen for abuse. They do not limit any claim brought in good faith, and no claim is barred by a defect in a notice that Claimant cures.

19.3 Informal resolution

For 60 days after a complete notice is received, the parties will try to resolve the Dispute informally, including at least one meeting with a decision-maker on each side. Meetings may be held by video and no travel is required. You may bring counsel or another representative. This period pauses the limitation period.

19.4 Arbitration

A Dispute not resolved that way will be decided by binding arbitration before a single arbitrator, administered by the American Arbitration Association under its then-current Consumer Arbitration Rules, available at adr.org. This arbitration agreement is governed by the Federal Arbitration Act and evidences a transaction involving interstate commerce.

Arbitration may be on documents, by phone, by video or in person. Any in-person hearing will take place in the city or county where you live, unless the parties agree otherwise. Filing and arbitrator fees are allocated by the AAA Consumer Arbitration Rules, including their caps on what a consumer pays. Each side pays its own attorneys’ fees unless the law or the award provides otherwise.

The arbitrator will apply the limitation period that would apply in court, may award any remedy available to a party individually under applicable law, and will issue a written decision. The parties may conduct adequate discovery and present witnesses and evidence, with any dispute about that decided by the arbitrator. Judgment on the award may be entered by any court of competent jurisdiction. The arbitrator, and not any court or agency, has exclusive authority to resolve disputes about the interpretation, applicability, enforceability or formation of this arbitration agreement — except that a court decides any question about section 19.5.

19.5 Class action waiver

19.6 Your right to opt out

19.7 What is not arbitrated

Either of us may instead bring an individual claim in small claims court, so long as it stays there and stays individual; an action for injunctive relief to stop infringement or misuse of intellectual property; an action to collect undisputed amounts due; or any claim that by law cannot be subject to pre-dispute arbitration.

19.8 Coordinated filings, governing law, venue and time limit

If 25 or more substantially similar arbitration demands are filed against Latchel by or with the assistance of the same counsel or coordinated group within 90 days, they will be administered in batches of no more than 50, each treated as a single case with one arbitrator and one set of fees. Limitation periods are paused for demands awaiting a batch. This is for efficiency and does not deny anyone a hearing on their own claim.

Except for the arbitration agreement, which the Federal Arbitration Act governs, these terms are governed by the laws of the State of Delaware, without regard to its conflict-of-laws principles. Nothing in this section deprives you of the protection of any mandatory consumer-protection law of the state where you live that cannot be waived by agreement. Any Dispute not subject to arbitration will be brought in the state or federal courts in New Castle County, Delaware, and each party consents to jurisdiction and venue there.

A Dispute must be brought within the limitation period that applicable law provides. Neither party’s time to bring a Dispute is shortened by these terms.

Nothing in this section takes away the protection of any consumer-protection law of the state where you live that cannot be waived by agreement.

19.9 Survival

This section 19 survives the end of these terms. If any part of it is unenforceable, that part is severed and the rest stands — except that the class action waiver is non-severable from the arbitration agreement, as section 19.5 says.

The parties intend each part of this section to be independently enforceable, and that a court or arbitrator finding any one part unenforceable sever it and enforce the rest, rather than decline to enforce this section 19 as a whole. The sole exception is the class action waiver, which section 19.5 makes non-severable: the parties intend that no class, collective, consolidated or representative proceeding may be arbitrated, and that where class treatment is required it proceeds in court under section 19.8.

20. General

Notices. We may give you notice by email, text, or by posting on the platform. Notices are deemed delivered on verification of delivery or two business days after sending. Notices to us go to legal@latchel.com and to the address in section 21.

Assignment. You may not assign or resell these terms; any attempt to do so is void. We may assign them to an affiliate or to a purchaser of our business.

Waiver. If we do not enforce a provision, we have not waived it.

Severability. If a court finds a provision invalid, it should be replaced with the closest valid provision, and the rest of these terms remain in effect, subject to section 19.5.

Relationship. No joint venture, partnership, employment or agency relationship exists between you and us as a result of these terms or your use of the platform.

Third-party links. Links on the platform may take you off it. We do not control linked sites and are not responsible for their content, functionality or privacy practices. You access them at your own risk.

Entire agreement. These terms, together with the Latchel Terms of Use and the Privacy Policy, are the entire agreement between you and Latchel about Contractor Dispatch, and supersede any prior or contemporaneous negotiations or agreements on the subject. You may have separate agreements with third parties, including Service Providers; you represent that they do not conflict with your obligations to us.

Third-party beneficiaries. Our affiliates, licensors, and their respective officers, directors, employees and agents are intended third-party beneficiaries of sections 16 and 17. No one else is a third-party beneficiary of these terms.

21. Contact

Latchel, Inc.
Attn: Legal
1111B S Governors Ave, STE 6677
Dover, DE 19904
United States

Support: support@latchel.com
Privacy: privacy@latchel.com
Legal notices: legal@latchel.com