Urbanmount Customer Service Terms

These Customer Service Terms govern a Customer's purchase of an Urbanmount Service, other than a Pro-created Custom Offer. Custom Offers use their own accepted terms for scope, tax, payment, merchant, and settlement matters.

The Service Details, these Terms, the policies identified for the booking, and each Pro's accepted Service Work Order form the electronic agreement for the Service. Please also read the Platform Terms.

1. One booking

The Customer experiences one booking and takes one action to accept it. By pressing the clearly labeled booking button, the Customer offers to buy the Service shown on the screen under the terms linked beside that button.

Before the Customer accepts, the Service Details show the Service and scope; important exclusions; location; visits, timing, and dependencies; price, tax, tip, credits, and payment schedule when applicable; cancellation and change rules; applicable policies; and whether more than one Pro may be assigned.

A payment authorization, booking request, or scheduled time does not mean that a Pro has accepted the work. Urbanmount will show the actual booking and assignment status.

2. When a Pro accepts

The Pro Agreement is the master agreement between Urbanmount and each Pro. A Pro's separate acceptance of assigned work creates that Pro's Service Work Order and a direct obligation from that Pro to the Customer.

When a Service has more than one Pro, each Pro accepts only that Pro's identified part. Each Work Order states the Pro's scope and exclusions; visits, timing, location, and dependencies; expected payout; cancellation and change rules; responsibility; and applicable policy versions. The Customer's Service Details and the Pro's Work Order identify the same Service and assigned work.

The electronic Service Details and Work Order are the job-specific agreement record.

3. Who provides the Service and who collects payment

Each accepting Pro is the seller and field-Service provider for that Pro's Work Order. Urbanmount operates the marketplace and coordinates payment and support. Urbanmount is not the installer or field-Service provider. A Store does not become the installer merely because it markets, brands, prices, begins, or collects payment for the booking journey.

For a direct Urbanmount checkout, UM Technologies Inc. d/b/a Urbanmount is the merchant and payment collector. For a payment completed through a Store's Shopify checkout or other Store payment system, the Store is the merchant and payment collector. If a Store-branded or White Label journey uses Urbanmount checkout and Urbanmount's payment account, Urbanmount is the merchant. Branding does not change who actually collected the payment.

4. Customer responsibilities

The Customer must:

• give accurate information about the product, property, scope, quantity, dimensions, access, location, hazards, parking, building rules, and schedule;
• obtain any required owner, landlord, building, or association permission;
• provide safe, lawful, and reasonably clear access to the work area at the agreed time;
• reasonably secure people, pets, valuables, and unrelated property;
• disclose known conditions that could make the work unsafe, unlawful, or materially different from the accepted scope;
• review Service Details, arrival messages, accepted changes, receipts, and completion information promptly; and
• use Urbanmount's approved communication, change, cancellation, support, and payment methods.

The Customer must not ask a Pro to perform work that is unlawful, unlicensed, unsafe, prohibited, or materially outside the accepted scope.

A person the Customer authorizes to provide access, instructions, or on-site decisions may act for the Customer within that authority. The Customer is responsible for every agent, guest, occupant, invitee, minor, pet, property representative, or other person or condition at the Service location and for every instruction, decision, act, omission, or claim connected with them. That person cannot accept a material change to price, scope, timing, or assigned work unless the Customer authorized that person to do so and the required change process records the acceptance.

5. Pro responsibilities

Each Pro must perform the accepted Work Order with reasonable care and skill, use suitable tools and methods, follow the accepted scope and safety requirements, protect the Service location, communicate material issues, and comply with laws and credentials that apply to the work.

A Pro must stop and request an accepted change before doing material additional or different work. A Pro may refuse work that is unsafe, unlawful, outside the agreed scope, or beyond the Pro's qualifications. A Pro may not transfer the Work Order to another person without an approved reassignment that the affected parties accept.

6. Scheduling, visits, and dependencies

The Service Details show the confirmed dates, arrival windows, visits, order, and dependencies. An arrival window is not a guaranteed minute unless the Service Details expressly say otherwise.

When visits or Pros depend on one another, the Service Details explain those dependencies. A delay or failure in one part affects another part only when the accepted dependency or the facts make the combined Service impracticable.

A material change to a confirmed date, arrival commitment, scope, amount, or Pro assignment requires acceptance by every affected party. Movement within an arrival window already accepted does not require a new agreement. Neither Urbanmount nor a Pro has a general right to move a confirmed time without the affected party's agreement.

7. Price, payment, tax, tips, and benefits

The Customer owes the amount shown and accepted for the Service. Urbanmount may set or display standardized pricing without becoming the field-Service provider.

When Urbanmount is the merchant, Urbanmount determines applicable transaction tax, calculates and displays it, collects payment, reports and remits required tax, handles refunds, and manages payment disputes. When a Store is the merchant, the Store performs those customer-facing functions through its own payment system.

The Pro does not separately collect transaction tax from the Customer on either managed checkout. A tip is voluntary, separate from the Service price, and does not expand the scope of work.

If checkout offers an Urbanmount Promotion or account credit, the Customer may choose one or the other, not both. Neither applies to tax or tips. A referral or affiliate relationship does not change the Service provider, merchant, Work Order, or Customer refund rights.

See the Payment and Payout Policy for payment and receipt rules. Urbanmount or the applicable merchant may use any payment, bank, transfer, refund, reversal, or settlement method made available through its checkout or payment provider. The Customer authorizes the selected method, disclosed amount and timing, and applicable deposit, progress or milestone charge, scheduled Service payment, saved-method charge, retry, refund, reversal, or adjustment. Provider and network terms may also apply.

8. Receipts and Service Details

The merchant issues the Customer's financial receipt. An Urbanmount receipt identifies UM Technologies Inc. d/b/a Urbanmount as the merchant and shows the Service ID and short Service description, relevant dates, subtotal or amount, tax, tip, credits, adjustments or refunds, currency, and payment-method information. It links to the Service Details and applicable policies.

The receipt does not repeat each Pro's detailed scope. The Service Details and Work Orders control for Pro identities, assignments, scope, visits, responsibilities, dependencies, and accepted changes.

Service Details may identify the ProjectCare terms for the Service. They are not a ProjectCare application, eligibility decision, status page, or dispute forum.

9. Changes to a formed Service

A material change creates revised Service Details that show what changed, why, the price and schedule effects, who is affected, and which policies apply. Every affected Customer or Pro must accept before the change takes effect. Work assigned to an unaffected Pro does not change.

A later general policy does not rewrite a Service already formed. A change that Urbanmount makes only to how it assigns work or pays a Pro cannot alter the Customer's accepted price or scope or make Urbanmount the field-Service provider.

10. Cancellation, no-show, access failure, and refunds

The Cancellation, Refund, and Rescheduling Policy identified for the Service controls.

When Urbanmount is the merchant, Urbanmount sends any Customer refund to the original payment method. When a Store is the merchant, the Store sends the refund. A signed Partner agreement may allow Urbanmount to start a refund through the Store's payment system for the affected Urbanmount Service item.

The Customer's refund and responsibility for the underlying loss are separate questions. Responsibility depends on the cause and the value of the affected work. A refund does not automatically make a Pro responsible, and the same loss cannot be recovered twice.

11. Urbanmount ProjectCare

If the Service Details identify an applicable ProjectCare version, the Urbanmount ProjectCare Terms govern that no-additional-charge property-issue program. ProjectCare is not insurance, a warranty, guaranteed coverage, or a promise of payment.

ProjectCare does not replace the Customer's or Pro's direct rights and responsibilities, an insurer's obligations, a Store warranty, or rights that law does not allow the parties to limit. Submit initial notice through the route stated in the ProjectCare Terms.

12. Insurance, licenses, and required notices

Urbanmount requires Pros to provide evidence of at least $300,000 in general-liability insurance to remain eligible for new jobs. Reviewing that evidence does not guarantee that an insurer will cover, defend, or pay a particular claim.

Each Pro remains responsible for the licenses, permits, registrations, certifications, and legally required Service-contract disclosures for the accepted work. A specific legal form or notice may be attached when the Service, seller, location, and transaction require it. Service availability and state or ZIP restrictions are handled separately and do not create local versions of these Terms.

13. Service issues and disputes

The Customer and Pro should keep relevant messages, photos, arrival, attendance, completion, change, payment, and other information. To ask Urbanmount to help resolve a Service issue, email support@urban-mount.com and include the Service or Work Order reference, what happened, the requested outcome, and available supporting information.

The Customer understands and assumes the ordinary and extraordinary risks of a home or property Service, including access conditions, handling or moving items, tools, installations, products, property conditions, people, pets, bodily injury, death, property loss or damage, theft, delay, nonperformance, and interactions with a Pro or other person. To the maximum extent permitted by law, the Customer releases the Urbanmount Parties identified in the Platform Terms from all known and unknown claims relating to those risks or to the actual Service and accepts the California Civil Code section 1542 and analogous-law waiver in the Platform Terms.

A Customer-Pro claim about the actual Service or workmanship is governed by the Service Work Order and service agreement. It proceeds in ordinary court unless the Work Order validly provides another forum. It is not automatically a claim against Urbanmount or part of Urbanmount's Customer or Pro arbitration agreement or Delaware fallback forum.

To the maximum extent permitted by law, a Customer or Pro must commence any claim against the other arising out of or relating to the Service, Service Details, or Work Order within one year after the claim accrued or it is permanently barred. If controlling law does not permit that deadline for a particular claim, the shortest permitted period applies.

A Customer-Urbanmount Platform claim follows the Platform Terms. A Pro-Urbanmount claim follows the Pro Agreement. Service Details are not a dispute forum or case-status page.

The Customer liability limit, release, assumption of risk, and Customer indemnity for the Customer-Urbanmount relationship are in the Platform Terms. They do not reduce a required Customer refund or ProjectCare benefit and do not change responsibility between a Customer and Pro.

14. Ending the Service

Completion, cancellation, refund, account closure, or a later policy does not erase the accepted Service record. Terms about payment, refunds, tax, evidence, claims, disputes, privacy, responsibility, and other obligations that must continue will survive as needed to administer the Service.