Clear boundaries before anyone pays.

The concierge service

Submitting a request is free and does not create a booking. We review the scope and try to identify an independent provider who is suitable, available, and willing to accept. A service is not confirmed until that review is complete and the customer accepts any required confirmation and payment step.

The concierge fee covers request review, provider coordination, quote and arrival communication, and completion follow-up. It does not include provider labor, materials, taxes, permits, building charges, or other third-party costs unless explicitly stated.

For this pilot, the concierge fee is US$9. Payment is processed by Stripe only after we release a secure checkout step for the specific request. Customers should enter their HouseTended request reference at checkout. A card issuer may apply currency conversion or international transaction fees.

Independent providers

Providers decide whether to accept a request and remain responsible for their own work, pricing, credentials, insurance, and legal obligations. HouseTended coordinates the interaction and does not promise that every request can be fulfilled.

Cancellation policy

A customer may request cancellation through the secure support form. If no provider has been confirmed and no concierge fee has been collected, cancellation carries no charge. If a payment has been collected, we review the request stage, work already performed, provider commitments, and any separate provider terms before confirming the outcome.

Refund and dispute policy

A concierge fee will be refunded when HouseTended cancels a confirmed request before coordination is delivered, when a payment is duplicated or incorrect, or when applicable law requires it. Once the agreed coordination service has been substantially delivered, the concierge fee is generally non-refundable, but we review service failures and exceptional circumstances fairly. Approved refunds return to the original payment method; bank or card-network processing time is outside our control.

Provider labor and material payments are separate. Questions or refunds involving those amounts may need to be resolved directly with the provider, although the concierge can help document and coordinate the issue. Contact support before filing a payment dispute so we have an opportunity to investigate promptly.

Safety and emergencies

This is not an emergency service. Do not use it for immediate danger, fire, active flooding, gas odor, serious electrical hazards, medical concerns, or any situation requiring emergency, utility, or building response.

Customer responsibilities

Customers must provide accurate scope, access, resident, and safety information; protect passwords and access codes; approve changes before additional work; and treat providers respectfully. We may decline or stop coordination when information is materially incomplete, the work appears unsafe or unlawful, or a participant is threatened or harassed.

Support

Use the secure customer-support form for request updates, cancellations, refunds, safety concerns, disputes, and privacy requests. Messages receive a saved support reference and appear in the protected operations workspace.