Video Consultation Terms

These Video Consultation Terms (“Consult Terms”) apply to all video consultation services provided by TruePro Home Services (“TruePro,” “we,” “us”). These Consult Terms supplement our general Terms of Service and Privacy Policy. By booking a video consultation, you agree to these Consult Terms.

1. Recording & Transcription Consent

By booking and joining a TruePro video consultation, you consent to the session being recorded (audio and video) and transcribed.

Recordings and transcriptions are used solely for the purpose of generating your written diagnosis report. They are not used for marketing, shared publicly, or provided to unrelated third parties.

A recording indicator (“REC”) is displayed during the session to remind both participants that recording is active.

2. AI-Generated Diagnosis Report

After your consultation, the session transcript is processed by an AI system (powered by Anthropic's Claude) to generate a structured diagnosis report. This report includes:

• A diagnosis summary of the appliance issue
• A list of parts that may be needed (with approximate pricing)
• Step-by-step repair guidance
• A “fix vs. replace” recommendation with cost estimates

AI Disclaimer: The report is generated with AI assistance and is intended as a helpful reference, not a substitute for professional hands-on diagnosis. While our technician reviews the transcript during the session and the AI model is guided by expert prompts, the final report should be understood as an AI-assisted summary. TruePro is not liable for decisions made based solely on the AI-generated report.

3. Pricing & Payment

Video consultations are offered in two tiers:

• Diagnosis ($49): 15-minute expert diagnosis with written report
• Guided Repair ($79): 30-minute session with diagnosis, live repair walkthrough, and written report

Sessions may be extended in 15-minute increments at $29 per extension, up to 3 extensions. Extension charges are billed automatically to the card on file.

Full payment is required at the time of booking via Stripe. TruePro does not store your credit card information.

4. Money-Back Guarantee

If our technician is unable to provide a diagnosis during the video consultation, you will receive a full refund. This guarantee does not apply if:

• The inability to diagnose is due to insufficient access to the appliance
• Poor video or audio quality on the customer's end prevents effective diagnosis
• The customer ends the session early or does not join at the scheduled time

5. Cancellation & Refund Policy

Before the session: You may cancel at any time before the scheduled session for a full refund. To cancel, contact us at service@trueprohome.com or call (877) 378-3111.

After the session: Refunds for completed sessions where a diagnosis was provided are generally not available, except under the money-back guarantee above.

All refunds are processed to the original payment method within 5–10 business days.

6. Session Conduct

During the consultation, you agree to:

• Provide safe and reasonable access to the appliance via camera
• Follow any safety instructions given by the technician
• Not share or redistribute the session recording or report beyond personal use

7. Data Retention

• Recordings and transcripts: Retained for 1 year from the session date, unless you request earlier deletion
• Diagnosis reports: Retained indefinitely for your reference, unless you request deletion
• Payment records: Retained as required by tax and financial regulations

To request deletion of your recording, transcript, or report, email service@trueprohome.com.

8. Third-Party Services

Our video consultation service uses the following third-party providers:

• Daily.co — Video call platform (recording, transcription)
• Stripe — Payment processing
• Anthropic (Claude) — AI-assisted report generation from transcript only
• Resend — Transactional email delivery

Each provider processes data under their own privacy policies and terms. Only the session transcript (not your personal contact information) is shared with Anthropic for report generation.

9. Limitations of Remote Diagnosis

Video consultations provide an educated assessment based on visual and auditory information available during the call. They are not a guaranteed diagnosis. Some appliance issues require hands-on testing (electrical measurements, sealed system diagnostics, internal component inspection, etc.) that cannot be performed remotely.

The accuracy of any remote assessment depends on factors including video and audio quality, lighting, camera angle, internet connection stability, and your ability to provide access to the appliance. Poor conditions may limit the technician's ability to diagnose the issue.

In cases where a remote diagnosis is insufficient, the technician will inform you during the call and may recommend an in-home service visit.

10. Safety Warning — Hidden Hazards

A remote video consultation cannot detect hidden hazards including but not limited to gas leaks, carbon monoxide (CO) exposure, electrical faults behind panels, mold, water damage behind walls, or structural issues. If you smell gas, see sparking, or suspect any immediate safety hazard:

• End the call immediately
• Leave the area
• Contact your local utility company, fire department, or call 911

TruePro is not liable for injuries, damages, or losses resulting from hazards that cannot be detected via remote video.

11. DIY Repairs at Your Own Risk

If you choose to perform any repairs yourself based on the diagnosis report, repair steps, or verbal guidance provided during the consultation, you do so entirely at your own risk. TruePro provides informational guidance only and assumes no responsibility for:

• Personal injury during self-repair
• Further damage to the appliance
• Property damage resulting from attempted repairs
• Voided manufacturer warranties

For safety-critical repairs (gas lines, high-voltage components, sealed refrigerant systems), we strongly recommend hiring a licensed professional.

12. No Contractor-Client Relationship

A video consultation does not create a contractor-client, employer-employee, or professional services relationship between you and TruePro or its technicians. The consultation is an informational service. No warranty of workmanship applies to advice given remotely. If you book a separate in-home repair, that service is governed by its own service agreement.

13. Limitation of Liability

To the maximum extent permitted by law, TruePro's total liability arising out of or related to any video consultation shall not exceed the fee you paid for that session.

TruePro shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of use, data, or profits, arising from or related to the video consultation service, diagnosis report, or any actions taken based on information provided during the session.

14. SoCal In-Home Credit

If you are located within our in-home service area (Los Angeles, Orange, or Ventura County, California), the video consultation fee may be credited toward the cost of a subsequent in-home repair visit, at TruePro's discretion.

15. Contact

TruePro Home Services
18034 Ventura Blvd #2017, Encino, CA 91316
Phone: (877) 378-3111
Email: service@trueprohome.com