Plumb Inc Terms, Privacy Policy & Messaging Terms

1. Scope of Work

The scope of work includes only the labor, materials, procedures, and services specifically described in the applicable estimate, invoice, proposal, work order, service authorization, or other written or digital approval.

2. Exclusions Unless Stated in Writing

• Demolition or removal of walls, ceilings, flooring, tile, concrete, stucco, cabinetry, or finish materials
• Restoration of drywall, paint, flooring, tile, concrete, stucco, or other finishes
• Locating concealed piping, hidden cleanouts, abandoned lines, or inaccessible utilities
• Debris hauling, disposal, or environmental remediation
• Post-service camera inspections unless separately listed
• Trenchless sewer repair, excavation, full sewer replacement, or structural correction unless specifically contracted
• Mold, asbestos, sewage contamination, rodents, or hazardous material remediation
• Bringing the entire system up to current code unless specifically included

3. Pre-Existing Conditions

Plumb Inc is not responsible for failures caused by existing deterioration, corrosion, improper installation, code violations, concealed damage, structural defects, or customer refusal of recommended repairs. If normal service reveals a pre-existing defect, that condition is not considered caused by Plumb Inc.

4. Drain, Hydro Jetting, and Descaling Limitations

Drain cleaning, hydro jetting, root removal, and descaling are best-effort services intended to restore flow. They do not guarantee permanent results or structural correction. Recurring drain issues often point to deeper pipe defects or damage.

5. Billable Time

Unless a flat rate applies, billable time begins when the technician arrives on site and continues through diagnosis, explanation, setup, performance of work, cleanup of the immediate work area, equipment handling, documentation, and departure preparation.

6. Hourly Billing and Work Stoppage

Hourly work may be billed in full-hour increments unless stated otherwise in writing. If the customer directs Plumb Inc to stop work before completion, all time spent making the site safe, shutting down, documenting, cleaning, packing equipment, and preparing to leave remains billable.

7. Access and Minimum Service Fees

The customer is responsible for safe and timely access. Waiting time may be billable when access is delayed by locked gates, absent occupants, blocked work areas, unavailable utilities, or similar conditions. A minimum service fee or trip charge may apply even if work cannot be completed.

8. Estimates, Approvals, and Change Orders

Estimates are based on visible and reasonably accessible conditions at the time of inspection. Hidden conditions may require revised pricing or additional work. Written approval, digital approval, approval by email or text, in-person verbal approval, and verbal approval given over a recorded call may constitute binding authorization to proceed.

9. Payment Terms

Unless otherwise agreed in writing before dispatch, payment is due upon completion of the visit or service. For California residential work where deposit limits apply, deposits shall not exceed the lesser of 10% of the contract price or $1,000 unless a valid legal exception applies, including qualifying emergency work.

10. Late Fees and Failed Payments

Past-due amounts may accrue a late fee of the lesser of 10% per month or the maximum amount permitted by law. Returned checks, rejected ACH payments, chargebacks, and failed payment transactions may incur a returned payment fee of up to $45 plus actual bank or processor fees.

11. Right to Cancel

California residential customers may have a right to cancel certain home improvement contracts within three business days. That right may not apply, or may be lawfully waived, where the customer requests emergency service to address an immediate risk to health, safety, sanitation, or property. Labor performed and materials installed before cancellation remain due to the extent permitted by law.

12. Permits, Inspections, and Code Conditions

Unless expressly stated otherwise in writing, the customer is responsible for permit fees, applications, and inspections. If the customer wants work to be permitted or inspected, that must be disclosed before work begins. Permit-related work may require added scope and different pricing.

13. Warranties

No workmanship warranty becomes active until all related invoices are paid in full. Unless a different warranty is stated in writing, Plumb Inc provides a 365-day workmanship warranty on labor only. Any lifetime labor warranty applies only to qualifying active membership plans that expressly include that benefit and remain current without lapse.

14. Warranty Exclusions

• Drain cleaning, hydro jetting, or descaling outcomes
• Failures caused by corrosion, age, structural issues, roots, offsets, bellies, or pre-existing defects
• Customer-supplied materials or equipment
• Manufacturer defects
• Incidental or consequential damages, including water damage, mold, loss of use, or business interruption
• Failures after refusal of recommended repair
• Systems modified or repaired by others without approval

15. Property Access, Damage, and Restoration

Access openings may be necessary to perform work. Unless specifically included in writing, restoration of finishes is the customer’s responsibility. Plumb Inc is not liable for failure of brittle, concealed, corroded, or otherwise compromised materials that break, crack, leak, or fail during normal service operations.

16. Documentation, Photography, and Call Recording

Plumb Inc may record calls and create photographs, videos, and service documentation for operations, training, insurance, safety, dispute resolution, and quality assurance. Operational documentation cannot be opted out of when reasonably necessary for business purposes. Marketing or promotional use may be declined by written notice before the appointment.

17. Limitation of Liability

To the fullest extent permitted by law, Plumb Inc’s total liability for claims arising out of a specific service is limited to the amount actually paid for that specific service. Plumb Inc is not liable for consequential, incidental, indirect, exemplary, or special damages except to the extent prohibited by law.

18. Indemnification and Stop-Work Rights

The customer agrees to indemnify and hold harmless Plumb Inc from claims arising out of customer negligence, refusal of recommended repair, failure to disclose relevant conditions, third-party actions outside Plumb Inc’s control, and post-service tampering or modification. Plumb Inc may stop work without liability if conditions are unsafe, access is unavailable, or payment arrangements are not honored.

19. Disputes, Force Majeure, and Governing Law

Before filing suit, the parties agree to attempt informal good-faith resolution and may proceed to mediation. If needed and enforceable, disputes may be submitted to binding arbitration in Los Angeles County, California. Plumb Inc is not liable for delays caused by events beyond its reasonable control. California law governs this Agreement.

20. Entire Agreement

These terms are the entire agreement between the customer and Plumb Inc regarding the subject matter covered here and supersede prior inconsistent statements on the same subject.

1. Information We Collect

We may collect your name, phone number, email address, service address, billing address, service details, call recordings, payment-related information, website usage data, IP address, browser/device data, publicly available review content, and SMS consent records.

2. How We Use Information

• Schedule, perform, and manage services
• Communicate about dispatch, appointments, invoices, surveys, and support
• Document service activity and maintain records
• Improve operations, training, website performance, and customer experience
• Meet legal, insurance, fraud-prevention, and compliance obligations
• Send communications you requested or consented to receive

3. How We Share Information

We may share information with technicians, subcontractors, software providers, payment processors, CRM providers, call-recording vendors, hosting providers, analytics vendors, insurers, legal counsel, regulators, or law enforcement where legally required.

4. Cookies and Tracking

Our website may use cookies and similar tools for functionality, analytics, performance, and user experience. You may adjust cookie settings in your browser, though doing so may affect site behavior.

5. Data Retention and Security

We retain information as long as reasonably necessary for business, legal, warranty, dispute-resolution, tax, insurance, and compliance purposes. We use reasonable administrative, technical, and organizational safeguards to protect personal information, though no system can be guaranteed fully secure.

6. California Privacy Rights

If you are a California resident and applicable law applies, you may have rights to know, access, correct, delete, and limit certain uses of personal information, subject to legal exceptions.

7. Third-Party Platforms

When you interact with third-party services such as Google, Yelp, Trustpilot, Workiz, payment processors, or other linked services, their privacy practices govern the information they collect directly.

8. Updates to This Policy

We may update this policy from time to time. Updated versions become effective when posted unless otherwise required by law.

1. Consent to Receive Text Messages

By submitting a form, signing up for texts, verbally opting in in person or by phone, or otherwise providing express consent, you agree to receive text messages from Hire a Hero Home Services Corp, dba Plumb Inc at the number provided. Messages may include appointment reminders, dispatch notifications, billing or payment notifications, job completion follow-ups, customer satisfaction surveys, and limited promotional or informational messages where consent allows.

2. Required Disclosure

Consent is not a condition of purchase. Message and data rates may apply. Message frequency may vary.

3. Verbal Opt-In Procedures

Customers may opt in verbally in person or by phone. Staff should clearly state that message and data rates may apply, message frequency may vary, the customer can reply STOP to unsubscribe, the customer can reply HELP for help, and phone numbers will not be shared with third parties for marketing or promotional purposes.

4. Opt-Out

You may opt out at any time by replying STOP. After opting out, no further text messages will be sent other than a confirmation of opt-out where necessary.

5. Help

You may reply HELP for support or contact us directly using the contact information below.

6. Carrier Disclaimer

Carriers are not liable for delayed or undelivered messages. Standard message and data rates may apply based on your mobile plan.

7. Change of Number

If you change or transfer your mobile number, please notify us or opt out from the old number before the transfer so messages are not sent to someone else in error.

8. Messaging Program Changes

We may modify or discontinue our messaging program or update these terms at any time. Continued participation after updates constitutes acceptance of the revised terms to the extent permitted by law.