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Terms of Service

These Terms of Service (Agreement) apply to the network service from HomeServe USA Repair Management Corp. (HomeServe).  If you have any questions please contact HomeServe at 1-844-622-7072.

Benefits: You can call HomeServe’s service hotline at 1-844-622-7072 between the hours of 8am and 8pm Monday to Friday and 10am to 4pm Saturday and Sunday. A service representative will assist you in scheduling a technician from HomeServe’s network to come to your property for your repair, replacement or installation job.

Done Right Guarantee:  HomeServe will guarantee service quality when HomeServe refers you to an approved technician within its network and you purchase services from such technician. If the service was not completed according to the final scope agreed to between you and the technician, HomeServe will work with you and the technician to correct the problem or HomeServe will give you your money back (on behalf of the technician), up to $2,500. If your service was of poor quality, please contact HomeServe. If your purchase is covered by the HomeServe Done Right Guarantee, HomeServe will work with you and the technician, or another technician from the HomeServe network, to correct the service. If the service cannot be corrected then HomeServe will refund the money you paid to the technician for the service, up to the amount of $2,500. This guarantee applies for 12 months from the date the service was completed. 

This guarantee will apply provided the following criteria is met:

  1. You are unsatisfied with the service performed;
  2. You purchased the service in its entirety from a technician referred to you by HomeServe;
  3. The scope of the work was limited to the description of the service agreed to between you and the technician, initiated from HomeServe’s original referral; and
  4. The service was completed within the last 12 months.

This guarantee will not cover the following situations:

  1. The service was never performed;
  2. Dissatisfaction with pricing or scheduling limitations;
  3. Service was completed more than 12 months ago;
  4. Dissatisfaction caused by a prior service or provider not covered by this Done Right Guarantee; or
  5. Unforeseeable or latent defects in the premises;

Dissatisfaction resulting from improper use of a product (as defined by the manufacturer); or work that exceeds the final scope of the agreed upon service may restrict the application of the Done Right Guarantee.

Payment of Work Performed and Other Fees: You must pay the technicians directly for the work performed.  Additional fees, such as a call-out fee, may apply, subject to your agreement with the technician used.

Privacy Policy:  HomeServe is serious about the private nature of your personal data. Please read their Privacy Policy at https://www.homeserveusa.com/sc/legal/privacy-policy carefully to fully understand how they collect, share and protect personal data about you. You can also call HomeServe to request a copy.

Assignment/Changes to this Agreement: HomeServe may assign this Agreement or delegate any of its obligations, in whole or in part, at any time without prior notice to you. HomeServe may change this Agreement at its sole discretion at any time by updating them on the HomeServe website.

Responsibility of your Utility Company: You may have been referred to this network service by your utility company; however, your utility company has no responsibility whatsoever for the services provided under this Agreement.

Responsibility for Work Performed/Limits of Liability: The technicians HomeServe uses are independent contractors not affiliated with HomeServe and are solely responsible for the services provided and work performed. To the fullest extent permitted by applicable law, (1) you agree that HomeServe, and its parents, successors, affiliates, approved technicians and their officers, directors, employees, affiliates, agents, contractors or similar parties acting on behalf of HomeServe shall not be liable to you or anyone else for: (a) any actual losses or direct damages that exceed the amount you paid for the work under this Agreement relating to any repairs performed by HomeServe or on behalf of HomeServe or services provided hereunder giving rise to such loss or damage; or (b) any amount of any form of indirect, special, punitive, incidental or consequential losses or damages, damages based on anticipated or lost profits, wages, or revenue, or damages based on diminution in value or a multiple of earnings, including those caused by any fault, failure, delay or defect in providing any repairs performed by HomeServe or on behalf of HomeServe or services provided under this Agreement, regardless of whether such damages were foreseeable and whether or not HomeServe or anyone acting on behalf of HomeServe have been advised of the possibility of such damages; and (2) these limitations and waivers shall apply to all claims and all liabilities and shall survive the cancellation or expiration of this Agreement. You may have other rights that vary from state to state.

Arbitration: YOU AND HOMESERVE AGREE TO RESOLVE DISPUTES BY BINDING ARBITRATION as follows:

  1. ANY DISPUTE THAT ARISES OUT OF OR RELATES TO THIS AGREEMENT OR FROM ANY OTHER AGREEMENT BETWEEN US, OR SERVICES OR BENEFITS YOU RECEIVE OR CLAIM TO BE OWED FROM HOMESERVE, WILL BE RESOLVED BY ARBITRATION ON AN INDIVIDUAL BASIS. This arbitration agreement applies to disputes no matter when they arose, including claims that arose before you and HomeServe entered into this Agreement. This arbitration agreement also applies to disputes involving the officers, directors, managers, employees, agents, affiliates, insurers, technicians, successors or assigns of In addition, this arbitration agreement covers any claims or causes of action against HomeServe that you may assign or subrogate to an insurer. The American Arbitration Association (“AAA”) will administer the arbitration under its Consumer Arbitration Rules.  The Federal Arbitration Act applies.
  2. Any party bringing a claim may choose to bring an individual action in small claims court instead of arbitration, so long as the claim is pursued on an individual rather than a class-wide basis.
  3. THIS ARBITRATION AGREEMENT DOES NOT PERMIT CLASS ACTIONS AND CLASS ARBITRATIONS. By entering into this Agreement, all parties are waiving their respective rights to a trial by jury or to participate in a class or representative action. THE PARTIES AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, REPRESENTATIVE, OR PRIVATE ATTORNEY GENERAL PROCEEDING. You may bring a claim only on your own behalf and cannot seek relief that would affect other parties. 
  4. HomeServe will pay any filing fee, administration, service or case management fee, and arbitrator fee that the AAA charges you for arbitration of the dispute.
  5. IF FOR ANY REASON A CLAIM OR DISPUTE PROCEEDS IN COURT RATHER THAN THROUGH ARBITRATION, YOU AND HOMESERVE UNCONDITIONALLY WAIVE ANY RIGHT TO TRIAL BY This jury trial waiver also applies to claims asserted against any of the officers, directors, managers, employees, agents, affiliates, insurers, technicians, approved technicians, successors or assigns of HomeServe.