Customer Terms

E.1 Scope and who you are hiring

Prompt & Proper Home Services LLC (“Prompt & Proper,” “we,” “us”) operates as a dispatch

and quality control platform. Services are fulfilled by independent vendor partner companies.

We verify outcomes through checklists, required proof photos, and a QC gate prior to

invoicing and payout.

E.2 Services and core deliverables

Turnovers: rent-ready turnover cleaning verified by required photo proof and a QC gate prior

to invoicing. Customer-facing deliverable: QC-Approved Photo Proof Pack + Service

Summary.

E.3 Not an emergency service

If you have an emergency or urgent safety concern, call 911 (or the appropriate emergency

contact). Prompt & Proper does not provide emergency response.

E.4 Authorization to request service and updates

By booking, you confirm you are authorized to grant entry and request documentation for

the premises. You must provide the approved recipient(s) for any photo/written updates.

Prompt & Proper sends updates only to the approved recipient list and only through

approved platform methods.

E.5 Scheduling gate (access required before scheduling)

A job cannot be scheduled unless access method and instructions are complete in the job

record, including unit/door designation where applicable. If access details are missing or

unclear, the job is not scheduled and dispatch is blocked.

E.6 Access methods and keys

Preferred access methods are smart lock code or lockbox. Prompt & Proper never holds or

stores physical keys. Hidden key access is discouraged and allowed only with written

authorization logged in the job record.

E.7 Proof photos and privacy

We require proof photos and closeout notes for every job. Privacy rules are strict: no

faces/people, no medications, no mail with names/addresses visible, no financial/legal

documents, no identifying address details, and no security-sensitive captures (alarm

panels/keypads, camera placement close-ups, lockbox codes, safes, firearms, valuables

staged as "proof," or family photos where names are readable).

E.8 Vacancy attestation and documentation mode (Turnovers)

Before dispatch, you must confirm one of the following in writing in the job record:

• A) Vacant / Turnover-Ready; or

• B) Not Vacant, But Approved for Limited Documentation (privacy-safe rules apply). If neither

is confirmed, the job may be placed on hold pending direction, and QC approval/invoicing are

blocked unless you explicitly authorize privacy-safe documentation mode in writing in the job

record.

E.9 QC gate, Definition of Done, and closeout pack

A job is complete only when required checklists and required proof photos are uploaded and

compliant, and closeout notes include: "Access secured / lock-up confirmed." The Closeout

Pack is provided only after QC Pass.

E.9.1 Documentation scope (not an inspection)

The Closeout Pack documents completion of the booked scope categories and visible areas

only. It is not a comprehensive inspection, inventory, property condition report, code

compliance assessment, or warranty of any specific condition (including stains, odors, mold,

pests, or restoration outcomes).

E.10 Requests, scope, and add-ons

Service scope is defined by the booked package and listed add-ons. Anything not listed is not

offered. If you request additional tasks, Prompt & Proper may offer an add-on or future

booking. Vendors do not change scope onsite.

E.11 Pricing, taxes, and payments

Standard pricing is published in Appendix N. Your total price (including any sales tax, where

applicable) is shown at checkout and/or on the invoice. Payment is processed through the

platform at booking and/or upon invoice, as configured at checkout.

E.12 Payment Integrity Reserve (PIR)

Prompt & Proper may apply a Payment Integrity Reserve under objective conditions to

protect against reversals or unsettled transfers. If PIR applies, it is disclosed at checkout and

reflected in invoice/deposit settings. If payment is unsettled, fails, is reversed, or is placed on

a processor hold, Prompt & Proper may pause scheduling/dispatch and require an updated

payment method, deposit, or prepayment before proceeding.

E.13 Cancellations, reschedules, and no-access

Cancellations, reschedules, and no-access/lockout handling are governed by Appendix H and

the Lockout Policy (Appendix I). Safety termination is governed by Appendix AJ.

E.14 Quality concerns and corrections

Quality concerns are evaluated based on the documented scope, checklists, and proof

standards. If required deliverables are missing, the job may be placed in QC Fail —

Correction Required. If deliverables are met, the service stands. Correction windows are

governed by Appendix H and Correction Economics Addendum (Appendix AK). Remedy is

correction whenever feasible. If a discretionary credit is offered due to a documented,

unresolved missed deliverable and a capacity constraint, it is limited per Appendix AK. No

cash refunds unless required by applicable law or counsel-approved.

E.15 Damage documentation and claims process

Damage documentation is based on visible areas during service only. Prompt & Proper does

not admit liability, file claims, negotiate settlements, perform repairs, or pay damages. If

attributable, vendor insurance information may be exchanged.

E.16 Vendor contact rules

Customers do not receive vendor personnel phone numbers, personal emails, or direct

contact details. Standard communication is handled by Prompt & Proper. Vendor contact is

allowed only for access issues or urgent clarification required to proceed and must be logged

in the job record.

E.17 Privacy and data handling

Prompt & Proper’s data handling practices are described in Appendix J.

E.18 Limitation of liability

To the maximum extent permitted by law, Prompt & Proper’s total liability arising out of or

related to a job is limited to the amount paid by the customer for the specific job giving rise

to the claim. Prompt & Proper is not liable for indirect, incidental, special, consequential, or

punitive damages, including lost rents, lost profits, or loss of use.

E.19 Disputes and governing law

E.20 Acceptance

By booking or paying an invoice, you accept these Customer Terms / Checkout Terms,

including

Appendix H — Checkout Policy Schedule.

E.21 Marketing consent (campaigns)

Transactional messages (appointment updates, invoices, and service communications) may

be sent based on your booking relationship. Marketing emails and marketing text messages

are sent only to customers who have provided consent where required. You may opt out of

marketing at any time using the unsubscribe link (email) or standard STOP keyword (text),

where applicable. Prompt & Proper’s consent capture and opt-out handling process is defined

in Appendices P, S, and AG.

E.22 Force majeure

Prompt & Proper is not responsible for delays or inability to perform caused by events

outside reasonable control (e.g., severe weather, natural disasters, power outages,

government actions, platform outages, or unsafe conditions). If a force majeure event

occurs, Prompt & Proper may reschedule or cancel without liability, and any fees will be

applied only as permitted by applicable law

and the published policy.

E.23 Severability and no waiver

If any provision of these terms is held unenforceable, the remaining provisions remain in

effect. Failure to enforce a provision is not a waiver of the right to enforce it later.

E.24 Updates

Prompt & Proper may update these terms from time to time. Updated terms apply to new

bookings after the effective date of the update, unless a change is required by law or applies

to an open dispute.

Appendix F — Vendor partner agreement

This Vendor Partner Agreement (“Agreement”) is entered into by Prompt & Proper Home

Services LLC (“Prompt & Proper”) and the undersigned vendor business (“Vendor”).

F.1 Relationship (independent vendor)

Vendor is an independent business and is not an employee, agent, partner, or joint venturer

of Prompt & Proper. Vendor is in business for itself and is responsible for its own taxes,

insurance, tools, supplies, licensing, and business operations.

Protecting Your Privacy Is Our Commitment

By proceeding with your booking, you acknowledge and accept our Customer Terms. Enjoy seamless, QC-reviewed rental turnovers, verified photo proof, and reliable home cleaning services with Prompt & Proper.