Terms of Service

1. Agreement to Terms

By accessing or using trueprohome.com (“Site”) or any services provided by TruePro Home Services (“TruePro,” “we,” “us,” or “our”), you (“Customer,” “you,” or “your”) agree to be bound by these Terms of Service (“Terms”). If you do not agree to these Terms, do not use our Site or services.

2. Services Offered

TruePro provides two categories of services:

In-Home Appliance Repair: On-site diagnosis and repair of household appliances within our service area (Los Angeles County, Orange County, and Ventura County, California). Service is subject to technician availability and scheduling.

Video Consultation: Remote appliance diagnosis conducted via live video call, available to customers anywhere in the United States. Video consultations are provided in two tiers:

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

Prices are subject to change. Current pricing is displayed on the Site at the time of booking.

3. In-Home Repair Terms

Diagnostic Fee: A diagnostic fee (currently $59) is charged for all in-home service visits. This fee is credited toward the cost of repair if you approve the recommended repair during the same visit.

No Obligation: If you decline the recommended repair, you are only responsible for the diagnostic fee. There is no obligation to proceed with any repair.

Estimates: All repair cost estimates are provided before work begins. We will not perform any repair without your explicit approval of the quoted price.

Warranty: All completed repairs are covered by a 90-day parts & labor warranty. If the same repair fails within 90 days, we will return and fix it at no additional cost. This warranty does not cover unrelated issues, misuse, power surges, or damage caused by third parties.

Scheduling: Appointment windows are approximate. We make every effort to arrive within the communicated window and will call or text 30 minutes prior to arrival.

Cancellation: You may cancel or reschedule a service appointment at any time before the technician arrives at no charge.

4. Video Consultation Terms

Video consultations are subject to additional terms described in our Video Consultation Terms, including recording consent, AI-generated report disclaimers, and refund policy. By booking a video consultation, you agree to those terms.

Payment: Video consultations require full payment at the time of booking via Stripe. All payments are processed securely — TruePro does not store your credit card information.

Session Length: Diagnosis sessions are 15 minutes. Guided Repair sessions are 30 minutes. Sessions may be extended in 15-minute increments at $29 per extension, charged to the card on file.

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/audio quality on the customer's end, or the customer ending the session early.

Written Report: Following each video consultation, a written report summarizing the diagnosis, recommended repairs, parts needed, and cost estimates is emailed to the address provided during booking. Reports are generated with AI assistance from the session transcript and reviewed for accuracy.

Limitations of Video Diagnosis: Video consultations provide an expert assessment based on visual and auditory information available during the call. Some appliance issues require hands-on testing (such as electrical measurements or sealed system diagnostics) that cannot be performed remotely. In such cases, our technician will inform you during the call and recommend appropriate next steps. TruePro is not liable for outcomes resulting from actions taken based on a video consultation diagnosis.

Recordings and Transcription: Video consultations may be recorded and transcribed for the purpose of generating your written diagnosis report. Recordings are stored securely and are not shared with third parties. You may request deletion of your recording at any time by contacting us.

Refund Policy: Refunds are issued under the money-back guarantee described above, or if the video session cannot take place due to a technical issue on our end. Refunds for completed sessions where a diagnosis was provided are not available. All refunds are processed to the original payment method within 5–10 business days.

SoCal Credit: For customers located within our in-home service area (Los Angeles, Orange, or Ventura County), the video consultation fee may be credited toward the cost of an in-home repair visit, at TruePro's discretion.

5. Scheduling and Communication

SMS Communications: By submitting a service request or booking through our Site, and by checking the SMS consent checkbox, you consent to receive text messages from TruePro related to your service request, appointment scheduling, and service updates. These are transactional messages, not marketing. Message and data rates may apply. You may opt out at any time by replying STOP to any message or by contacting us.

Email Communications: By providing your email address during booking, you consent to receive transactional emails related to your service, including confirmations, reminders, and diagnosis reports. We do not send marketing emails unless you separately opt in.

Phone Communication: By providing your phone number, you consent to receive calls from TruePro related to your service request, including callbacks to confirm appointments and pre-service calls from technicians.

6. Customer Responsibilities

You agree to:

• Provide accurate and complete information when submitting service requests or bookings
• Ensure safe access to the appliance for in-home service visits
• Disclose any known hazards (gas leaks, electrical issues, water damage) before the service visit
• Have the appliance powered off and accessible for the technician when applicable
• Be present (or have an authorized adult present) during in-home service

7. Limitation of Liability

To the maximum extent permitted by applicable law:

• TruePro's total liability for any claim arising from our services shall not exceed the amount you paid for the specific service giving rise to the claim.
• TruePro is not liable for indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of use, lost profits, or damage to property beyond the appliance being serviced.
• TruePro is not responsible for pre-existing conditions of the appliance, manufacturer defects, or damage resulting from misuse, power surges, natural disasters, or unauthorized modifications.

8. Intellectual Property

All content on the Site — including text, images, logos, graphics, guides, and reports — is the property of TruePro Home Services and is protected by copyright law. You may not reproduce, distribute, or create derivative works from our content without written permission, except for personal use of your individual diagnosis report.

9. Dispute Resolution

Any dispute arising from these Terms or our services shall first be attempted to be resolved through direct communication with TruePro by contacting service@trueprohome.com. If the dispute cannot be resolved informally within 30 days, either party may pursue resolution through binding arbitration administered by JAMS in Los Angeles County, California, under its Streamlined Arbitration Rules. Each party bears its own costs. You agree that disputes will be resolved individually, and you waive any right to participate in a class action.

10. Governing Law

These Terms are governed by the laws of the State of California, without regard to conflict of law principles.

11. Modifications

We may update these Terms at any time by posting the revised version on the Site with an updated “Last updated” date. Your continued use of the Site or services after changes constitutes acceptance of the revised Terms.

12. Severability

If any provision of these Terms is found unenforceable, the remaining provisions continue in full force and effect.

13. Contact

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