Pro Deactivation and Appeals Policy

This Policy explains when Urbanmount may warn a Pro, restrict a capability, pause new opportunities, suspend access, or deactivate a Pro account. It also explains how a Pro may correct inaccurate information and request meaningful human review.

This Policy supplements the Pro Agreement. It does not give Stores or ordinary support personnel access to background reports, and it does not replace a legally required background-screening adverse-action process.

1. Actions Urbanmount may take

Depending on the facts, Urbanmount may:

• correct or remove inaccurate information without restricting access;
• give a warning or require a specific eligibility step;
• restrict a capability, Service, state, ZIP, Store channel, or Instant Booking for future opportunities;
• pause acceptance of new jobs while leaving existing Work Orders and account access available;
• suspend an account during an urgent safety, fraud, security, or evidence review; or
• deactivate the Pro relationship prospectively.

An action must be no broader or longer than the applicable rule and evidence support.

2. Reasons for action

A reason may include a material problem involving eligibility, identity, insurance, licensing, screening, tax, payout, safety, fraud, security, performance, conduct, payment, or legal requirements; breach of an accepted Work Order or policy; repeated supported violations; or inability to lawfully offer or perform the relevant work.

Service and capability availability may vary by state and ZIP. Those operating rules determine where work is offered, hidden, or blocked. They do not create local versions of this Policy.

Declining an unaccepted opportunity does not reduce Opportunity Score, visibility, dispatch priority, or channel access. A failure after accepting a Work Order is a separate performance event. A Customer-initiated cancellation may create a one-point score event under the applicable score rules, but the event does not mean the Customer was necessarily at fault. The Pro can view and challenge the event if it was assigned incorrectly.

3. Opportunity Score

Urbanmount may calculate Opportunity Score and use automated systems for eligibility ordering, matching, and routine job-by-job dispatch.

A score of 30 is an advance warning only. It does not by itself restrict Instant Booking. A score of 20 is the point at which Urbanmount may prospectively restrict Instant Booking under the score rules stated in this Policy.

When a score-based decision disables Instant Booking, excludes the Pro from a broad Service or Store channel, changes compensation, suspends or deactivates access, or otherwise materially restricts opportunities, Urbanmount provides:

• the affected capability;
• the current score and applicable threshold;
• the material information used;
• a specific reason for the restriction; and
• an easy way to request correction and meaningful human review.

The reviewer can correct the information used, calculate the score again, change the decision, and restore access. Opportunity Score is not used to decide whether a Customer may use a Service-linked payment schedule.

4. Notice

The notice identifies:

• the action and when it begins;
• a specific reason that can be disclosed without exposing another person's protected information or defeating safety or fraud controls;
• the important information used;
• the expected duration or restoration condition, if known;
• how and when to request review; and
• the policy that applies.

Urbanmount may act before notice when delay would create a serious safety, fraud, or security risk. It provides prompt notice and review afterward to the extent lawful and safe.

5. Background-screening decisions

Only authorized personnel whose work requires it may access a raw background report, make the eligibility decision, or approve an override. A Store has no screening role and receives no screening status or reason.

When a consumer-report decision requires a pre-adverse or final adverse-action process, Urbanmount provides the separate required report information, the current official Summary of Rights, the applicable review period, the screening provider's contact information, and the final notice. An appeal under this Policy does not shorten or replace that process.

6. How to request review

The Pro may use the method stated in the notice or email support@urban-mount.com to submit an appeal. The Pro should identify the decision, explain the claimed error, state the requested correction, and provide available supporting information. A formal legal submission may be sent to legal@urban-mount.com.

Urbanmount verifies the Pro, preserves the information being challenged, assigns a reviewer who can actually change the decision, and records the information considered, decision, reason, correction, notice, and restoration.

The decision may affirm, narrow, replace, or reverse the action. Urbanmount will not disclose a Customer's, Store's, another Pro's, or a reporter's private or legally protected information merely to provide more detail.

7. Existing work and account access

New Pro Agreement documents or a new policy do not block login, Home, browsing, notifications, or account reads. A Pro may continue to access and perform already accepted work and use records, support, payouts, refunds, privacy and legal rights, and dispute functions.

If the Pro has not accepted the current Pro Agreement documents, Urbanmount requires them only when the Pro tries to accept a new job. Accepting those documents does not accept the job. Urbanmount must show the current job again and require a separate job-acceptance action.

A restriction may prevent new contracting, but Urbanmount will not strand existing Work Orders. Urbanmount and the Pro must safely perform, reassign through an accepted process, cancel under the applicable terms, or wind down each existing obligation.

8. Records and restoration

Urbanmount keeps the applicable rule, material information, reason, action, notice, appeal, correction, decision, and restoration records for as long as needed for the relevant purpose, dispute, or hold.

If Urbanmount reverses a decision or the Pro satisfies a stated condition, Urbanmount restores the affected capability or account access and records when restoration took effect. A Store receives only the ordinary assigned-Pro and Service information needed for its booking, never background-screening or Opportunity Score details.

9. No guaranteed opportunities

Restoring eligibility allows the Pro to be considered for future opportunities under then-current Service availability, capability, state and ZIP rules, score, Store, schedule, and Work Order requirements. It does not guarantee any booking, job volume, Store channel, or earnings.