1. How everyone should behave
HireHelpers brings homeowners and independent pros together. For that to work, people have to be honest and treat each other with respect. This policy is part of the Terms of Service.
- Be honest. Do not post fake requests, fake profiles, fake documents, or fake reviews, and do not pretend to be someone else.
- Be respectful. No harassment, threats, hate, or discrimination.
- Do not use the site to scam anyone, for example by asking for payment for work you will not do, or by sending a payment request made to look like it comes from someone else.
- Do not scrape, copy, or collect information from the site, and do not use bots or other automation, including to unlock leads.
- Do not resell or share homeowner information, or add homeowners to marketing lists (pros).
- Do not offer or take payment for reviews, or try to pressure anyone about a review.
- Keep your own account secure and do not use anyone else's.
2. More for pros
Pros must also follow the Pro Agreement and the Review Policy. You may continue to work with a homeowner you met through HireHelpers. The credit you paid was for access to the request.
3. How to report a problem
Email [email protected] or use the contact page. Tell us who and what it is about (a link to the pro's page or the request helps), what happened and when, and what you would like us to do. Keep any messages or documents that show what happened. If someone is in immediate danger, call 911. To report fraud, you can also use ReportFraud.ftc.gov or your state attorney general's office.
4. What we do with a report
We read it, look at the facts we can see, and may ask you and the other person for more information. We may share the substance of a complaint, and the name of the person who made it where needed, with the person it is about so they can respond. What we do depends on what we find. It can include:
- a message asking someone to change their behavior;
- removing content that breaks our rules;
- a suspension or the removal of an account, with notice where we can give it;
- passing information to authorities when the law requires or allows it.
Pros must answer our questions honestly within the time we reasonably set. A pro who does not respond may be suspended.
If we confirm that a request was spam or fraud, we may stop the phone number it used from posting new requests. We keep a one-way fingerprint of the number for that purpose, not the number itself. We may also hold a new request for review when it shows signs of spam, such as repeated characters, a disposable email address, or the same phone number posting a similar request a short time ago. A person looks at those requests, and we do not block one only because of the type of phone number or network it came from.
5. What we do not do
We are not a judge of disputes about work. We do not decide who owes what, order refunds from a pro, or guarantee an outcome. If you and a pro disagree about work or money, talk to the pro first and keep things in writing. You can also contact your state contractor licensing board or consumer protection office, or use small claims court.
We do not hold, hide, or discard a review while a complaint is open, and we do not remove a review because the pro resolved a dispute. We do not publish notices that a pro has an "unresolved complaint." Reviews are handled under the Review Policy.
6. Your information
What we collect when you report a problem is handled under the Privacy Policy.