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VettaLux

Customer Service Agreement

Version: 2026-04-23

[DRAFT — REQUIRES LAWYER REVIEW BEFORE PUBLICATION]
Review by qualified counsel in every jurisdiction where Customers reside is required before relying on the liability-shifting or release language below.

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What this is

This Customer Service Agreement ("Agreement") is a binding contract between you (the "Customer") and Eremine Holdings LLC, a Delaware LLC operating the VettaLux platform ("VettaLux", "we", "us"). It applies every time you book a service through the Platform and supplements the general [Terms of Service](/legal/terms), which are incorporated here by reference.

You will be asked to tick each acknowledgment at Booking checkout before your payment is captured. Each tick is recorded with a timestamp, IP address, and the version of this Agreement you accepted — that acceptance is the binding record.

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1. Who performs the work

The Service is performed by an independent Provider — not by VettaLux.

  • Providers are independent contractors, not our employees, agents, partners, or joint venturers.
  • We do not supervise, direct, or control how, when, or with what equipment the Provider performs the Service.
  • The contract for the Service itself is between you and the Provider. VettaLux is not a party to that contract.

VettaLux's role is to provide the marketplace, payments escrow, dispute mediation, identity + credential screening, and ranking systems. Those are distinct from the Service itself.

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2. No warranty from VettaLux

You agree and acknowledge that VettaLux does not warrant or guarantee:

  • the quality, safety, timeliness, or legality of the Service;
  • the accuracy or currency of any Provider's license, insurance, credentials, reviews, ratings, or Trust Score;
  • that the Provider is fit for your specific job, premises, or requirements;
  • that the Service will meet your expectations or be free of defects; or
  • any specific outcome from the Service.

The Service is provided by the Provider "AS IS". Any warranty the Provider offers is separate and comes from the Provider — not from VettaLux.

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3. Escrow + payment authorization

When you book:

1. You authorize VettaLux to capture your payment at the time of booking.

2. Funds are held in platform-operated escrow. The Provider is not paid at booking.

3. Funds are released to the Provider only after:

- you confirm completion, or

- the 14-business-day dispute window (Section 5) has passed after the Provider marks the job complete and you have not opened a dispute, or

- a dispute is resolved in favor of Provider capture.

4. If you open a dispute, the escrow hold automatically extends until the dispute resolves.

5. Approved refunds return to the original payment method typically within 5–10 business days.

You agree that this escrow mechanism is a material part of the bargain and that opening a payment-processor chargeback in lieu of using the in-platform dispute process is a breach of this Agreement (see Section 6C of the Terms of Service).

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4. Your responsibilities as a Customer

You agree to:

  • Provide accurate information about the job, premises, hazards, access, and required credentials.
  • Disclose safety risks — pets, children, known structural issues, asbestos, lead paint, active electrical issues, flooding, etc.
  • Grant lawful access to the work site at the scheduled time.
  • Supervise minors and pets during the Service.
  • Not solicit the Provider off-platform to avoid fees. Off-platform circumvention damages our ability to offer the Trust Guarantee and is a breach of this Agreement.
  • Pay any lawful sales or use tax on the Service if not otherwise invoiced by the Provider.
  • Not threaten, defame, or falsely accuse the Provider. False or retaliatory dispute claims forfeit your Trust Guarantee, may trigger wallet forfeiture, and may result in account termination.
  • Comply with all applicable laws and the [Acceptable Use Policy](/legal/acceptable-use-policy).

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5. Dispute process — 14 business days

If the Service was not delivered substantially as described:

1. Open a dispute in-app at /bookings/[id]/dispute within 14 business days of the scheduled completion.

2. Fill in the reason, details (20–2000 characters), desired outcome (refund / rematch / partial refund + fix / other), and up to 10 evidence photos.

3. The escrow hold is automatically extended.

4. VettaLux reviews and resolves most disputes within 10 business days of complete submission. Possible outcomes: full refund, partial refund, rematch, Provider warning, account action, or dispute denied.

5. Resolutions are binding within the Platform. See [Dispute Resolution Policy](/legal/dispute-resolution-policy) for the detailed process.

Disputes opened after the 14-business-day window are not eligible for the Trust Guarantee. You retain any direct claims against the Provider, but VettaLux will not mediate or refund.

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6. The Trust Guarantee (limited)

If your dispute qualifies, VettaLux will at its discretion facilitate one or more of:

  • A full or partial refund from escrow.
  • A rematch with another verified Provider.
  • A platform credit to your wallet.

The Trust Guarantee:

  • applies only to amounts paid through the Platform;
  • is capped at the total amount you paid through the Platform for the Booking;
  • does not cover consequential, incidental, or indirect damages, bodily injury, death, property damage exceeding the booking amount, lost wages, emotional distress, or any claim against the Provider directly;
  • is not insurance. The Provider's own insurance is designed to respond to property damage and injury claims. You should pursue those claims against the Provider and its insurer.

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7. Release of VettaLux

To the maximum extent permitted by law, you release and covenant not to sue VettaLux, Eremine Holdings LLC, and their officers, directors, employees, agents, and affiliates from any claim, demand, or cause of action arising from or relating to:

  • the acts, omissions, work quality, or conduct of any Provider;
  • property damage, bodily injury, or death caused by any Provider;
  • disputes with the Provider, including payment, scope, or schedule disputes handled outside the in-platform dispute process;
  • any Service performed on your premises.

This release does not apply to claims arising from (a) VettaLux's gross negligence or willful misconduct; (b) VettaLux's failure to perform its specific obligations under this Agreement (escrow, dispute handling, Trust Guarantee); or (c) claims that cannot be waived under applicable law.

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8. Indemnification

You will defend, indemnify, and hold harmless VettaLux and Eremine Holdings LLC from any claim, loss, liability, cost, or expense (including reasonable attorneys' fees) arising from:

  • your use or misuse of the Platform;
  • your breach of this Agreement or the Terms of Service;
  • your conduct toward any Provider, including false claims, harassment, or discrimination;
  • hazards on your premises you did not disclose;
  • your failure to pay applicable taxes.

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9. Limitation of liability

The liability cap and damage-exclusion provisions in Section 14 of the Terms of Service apply in full to this Agreement. In summary: VettaLux is not liable for indirect or consequential damages, and VettaLux's aggregate liability to you is capped at the greater of $100 or the total fees you paid VettaLux in the preceding 6 months.

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10. Disputes with VettaLux — arbitration + class waiver

Any dispute between you and VettaLux is subject to binding individual arbitration under Section 7B of the Terms of Service, including the class-action waiver and 30-day opt-out.

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11. Changes to this Agreement

We may update this Agreement. When material, we will require a new acceptance at your next Booking. Historical versions are retained for audit; the version you accepted for a given Booking is the version that governs that Booking.

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12. Contact

Questions: legal@vettalux.com · Disputes: in-app at /bookings/[id]/dispute

[LEGAL REVIEW REQUIRED]

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