Terms of service

These Terms of Service form an agreement between you and [TODO-LLC: legal company name], which operates Onelacks. By creating an account, accepting these terms, or using the platform, you agree to these terms and the policies linked from them. If you do not agree, do not use Onelacks.

You must be at least 18 years old, able to enter a binding contract, and located in the United States. If you use Onelacks for an organization, you confirm that you have authority to bind that organization.

Onelacks is a neutral marketplace that helps customers find independent home service providers. A customer and provider enter their own agreement for the requested work. Onelacks is not a party to that service agreement, does not employ providers, and does not direct or supervise how providers perform their work.

Providers are independent businesses or contractors. They choose whether to accept work, set their availability, supply their own tools unless otherwise agreed, control how the work is performed, and remain responsible for their services. Onelacks may provide marketplace rules, payment tools, safety reporting, and account review without becoming the employer, agent, partner, or joint venturer of any user.

The agreed work is the task described in the request and confirmed by the provider: the tasks listed, the approximate size or quantity, the condition and access described, and anything marked as not included. Booked hours reserve the provider's time; they are not a promise that any amount of work will be finished in that time. Some services carry a minimum booking, shown on the provider's profile and in the quote before you book. Extra time needs a separate agreement before work continues. The customer is responsible for providing safe access to the work location at the scheduled time.

Give accurate, current information and keep it updated. Use one account for yourself, protect your password and authentication methods, and notify support promptly if you suspect unauthorized access. You are responsible for activity taken through your account unless the activity resulted from a security failure that Onelacks was legally required to prevent.

If Google sign in is available and you use it, Google authenticates you and shares the information described during consent. You remain responsible for the security of that Google account. We may require email, phone, identity, or business verification and may restrict or suspend an account to protect users, investigate suspected misuse, comply with law, or enforce these terms.

Providers must complete the application and receive approval before accepting bookings. Approval is not a license, endorsement, guarantee, or promise of work. Providers must maintain any license, permit, registration, insurance, training, or qualification that the law or the service requires and must perform work safely, professionally, and as described.

A provider who accepts a booking agrees to the scope, schedule, and access described in it, must confirm the booking, arrive at the scheduled time, check in on arrival, keep the customer informed, and perform only the agreed work unless the customer agrees to a change before work continues. A provider who cannot fulfil a booking must cancel it as early as possible through the platform.

Onelacks reviews the documents a provider submits when a feature requires them, but does not independently verify every license, permit, insurance policy, or qualification. If background screening is activated, any consumer report or investigative report will be handled through a separate disclosure and authorization process consistent with the Fair Credit Reporting Act and applicable state law, and covers only what that report covers. A provider may not treat platform approval as proof that every legal requirement has been satisfied.

Providers are responsible for their own expenses, taxes, registrations, and reporting. Onelacks may collect tax information and issue tax documents when required, but does not provide tax advice. Provider payouts are handled through Stripe Connect and remain subject to Stripe onboarding, verification, clearing, reserves, and applicable law. A payout is made only for an amount that was collected from the customer for a settled booking; a booking the provider could not fulfil earns nothing.

Before confirming a booking, the customer sees the service price, the Onelacks service fee as an amount, any card processing fee that applies, estimated taxes, and the estimated total. The service fee is our platform fee; the amount shown in that pricing summary is the fee for that booking. The displayed pricing summary controls if it differs from a general description in these terms.

We authorize the displayed amount. After approval or the applicable review deadline, we collect the final amount due, up to that authorization. An authorization is a hold your card issuer approves at confirmation: it may reduce available credit or funds, but it is not a final charge, and nothing is collected until settlement. After the provider marks the work complete, the customer may approve the work or open a dispute during the displayed review window; we collect when the customer approves, or when the review deadline passes without a dispute.

Hourly work is charged for the actual time, subject to the booked minimum and capped at the booked hours. Completion currently records actual time in whole hours. Extra time needs a separate agreement before work continues; a booking never collects more than its authorization. A fixed-price package is collected at the package price shown. An approved tip is added only when you add it. A qualifying cancellation charge is collected as described in Section 6.

Your booking record and receipts use these labels:

Authorization

A hold your card issuer approved for the displayed amount. Nothing has been collected.

Paid

The amount collected from that authorization after approval or the review deadline.

Refunded

An amount returned to your original payment method.

Released

A hold that was cancelled without collecting anything. A released hold is not a refund.

Your card issuer controls when a released hold or a refund appears in your available balance.

Applicable sales or marketplace taxes are added as shown at checkout. Stripe processes card data under its own terms. Onelacks does not store complete payment card numbers. You authorize Onelacks and Stripe to take the payment actions needed to carry out your booking instructions and these terms.

What happens when a booking ends early depends on the cause, not on who presses Cancel. Eligibility and the exact amount are shown before you confirm a cancellation, and the policy version accepted at checkout is recorded with the booking and governs it.

Free cancellation

A customer may cancel free while more than 24 hours remain before the scheduled start, and within 5 minutes of booking unless the provider is already on the way. The on-the-way exception is Onelacks’ rule.

Late cancellation

After a provider confirms an hourly booking, a qualifying cancellation within 24 hours of the start may be charged one booked hour at the booked hourly rate, the service fee on that hour, and applicable tax, collected from the existing authorization; the rest of the hold is released. It is one hour, not a base charge plus another hour. Fixed-price and package bookings carry no late-cancellation charge until a package rule is published and shown before booking. No cancellation fee applies without an accepted rule. Payments for work already performed are reviewed separately.

Provider inability

If your provider cannot fulfil the booking before work starts, you pay nothing. Any hold is released; any remaining payment is refunded, including the service fee and tax. This covers a provider cancellation and a provider who has not arrived 30 minutes after the current arrival time and cannot be reached, which you may report as a provider no-show. If the provider is 20 minutes late with no new arrival time accepted, you may cancel free. Provider cancellation and no-show strikes are recorded on the provider account, and the provider earns nothing for that booking.

Customer no-access

No-access is a separate cause. A provider may report a no-show only after on-time arrival, 15 minutes from the appointment or arrival (whichever is later), and an attempt to contact you, and only when they could not get access to do the job. The 15-minute wait is Onelacks’ rule. If access is available, your absence alone is not a no-show. On an hourly booking a no-show is charged the same one booked hour, the service fee on that hour, and applicable tax; the rest of the hold is released. Contested reports are reviewed.

Started work

Once work has started, hours are settled through completion and review rather than cancellation, and no cancellation charge is added.

Refunds and help

A full refund returns everything collected. A partial refund returns the corresponding service amount, service fee and associated tax. Refunds go to the original payment method. To question a charge, report a problem or open a dispute from the booking during its review window, or write to support@onelacks.com. A case records the reason, the evidence, and the outcome, and a payment already collected may be refunded in full or in part based on that record. The complete rules are in the ; its charges apply only to bookings where the version shown at checkout was accepted.

You may not use Onelacks to:

• Break a law, infringe another person's rights, or request unsafe or prohibited work.
• Harass, threaten, discriminate against, exploit, defraud, or impersonate anyone.
• Publish false information, manipulate reviews, or interfere with marketplace security.
• Scrape, reverse engineer, overload, introduce malicious code, or bypass access controls.
• Share private coordination details outside the purpose of a confirmed booking.
• Use a platform sourced connection to move the same or related job outside Onelacks in order to avoid fees, safeguards, or records.

The last rule does not prevent users from working together independently when the relationship did not arise through Onelacks. It protects the marketplace when Onelacks introduced the parties or supported the job.

You retain ownership of text, photos, documents, and other content you submit. You give Onelacks a nonexclusive, worldwide, royalty free license to host, copy, display, format, moderate, and use that content as reasonably needed to operate, protect, and improve the platform. For public reviews and provider portfolio content, this license also permits display in Onelacks marketing while the content remains public.

You confirm that you have the necessary rights to submit the content. Reviews must reflect a genuine platform interaction and may not include unlawful, private, retaliatory, or manipulated material. We may remove or limit content that violates these terms, while preserving records needed for safety, legal, or dispute purposes.

You agree to receive transactional email needed to operate your account, such as verification, security, booking, payment, and policy notices. Marketing email is governed by your choices and applicable law.

Text messaging is not active unless the platform presents a separate SMS consent. When it is activated and you opt in, you may receive service and security texts at the number you provide. Consent is not a condition of purchase. Message and data rates may apply, frequency varies, and you may reply STOP to end messages or HELP for help. You remain responsible for keeping your contact information current.

The platform, software, design, text, graphics, selection, arrangement, and Onelacks name and marks are owned by Onelacks or its licensors and are protected by intellectual property law. These terms give you a limited, revocable, nontransferable right to use the platform for its intended purpose. They do not transfer ownership or permit use of our marks without written permission.

If you believe material on Onelacks infringes your copyright, send a written notice that identifies the protected work and the challenged material, gives contact information, states your good faith belief that the use is unauthorized, states under penalty of perjury that the notice is accurate and you are authorized to act, and includes a physical or electronic signature.

Send notices to support@onelacks.com and [TODO-LLC: designated copyright agent name and mailing address]. We may remove content and address repeat infringement as required by law.

Onelacks relies on services provided by others, including Stripe for payments and payouts and Google for optional sign in, maps, and address tools. Their own terms and privacy practices apply to their services. We are not responsible for a third party service outside our control, but we remain responsible for our own legal duties when selecting and using service providers.

To the fullest extent permitted by law, Onelacks is provided as is and as available. We disclaim implied warranties of merchantability, fitness for a particular purpose, title, and noninfringement. We do not promise uninterrupted availability, a particular provider, a particular outcome, or the quality, legality, safety, timing, or suitability of work.

Profiles, screening status, reviews, and marketplace information can reduce uncertainty but cannot eliminate risk. Customers and providers must make their own decisions, agree on the work, and take reasonable safety precautions. Nothing in these terms excludes a warranty that law does not allow us to disclaim.

To the fullest extent permitted by law, Onelacks and its officers, directors, employees, and affiliates will not be liable for indirect, incidental, special, exemplary, consequential, or punitive damages, lost profits, lost data, loss of goodwill, or the acts or omissions of a customer or independent provider.

The combined liability of those parties for claims arising from the platform or these terms will not exceed the greater of 100 dollars or the fees you paid directly to Onelacks during the 12 months before the event giving rise to the claim. This limit does not apply to fraud, willful misconduct, gross negligence, personal injury caused by a party's own conduct, or any liability that cannot lawfully be limited.

To the extent permitted by law, you will defend, indemnify, and hold harmless Onelacks and its officers, directors, employees, and affiliates from third party claims, damages, losses, and reasonable costs arising from your work, your content, your violation of law or these terms, or your infringement of another person's rights. We will give prompt notice and reasonable cooperation. You may not settle a claim in a way that admits fault by or imposes an obligation on an indemnified party without written consent.

Onelacks does not provide insurance coverage for customers, providers, property, tools, injuries, or service work arranged through the platform. Each user is responsible for evaluating and obtaining any health, liability, property, vehicle, workers compensation, or other insurance required or appropriate for the work. Marketplace approval is not evidence of insurance.

Before filing a claim, you and Onelacks agree to send a written notice describing the dispute and requested relief and to try in good faith to resolve it for 30 days. Send a notice to support@onelacks.com and [TODO-LLC: legal notice address].

Except for an eligible small claims case or a request for temporary relief to protect intellectual property, account security, or personal safety, any dispute arising out of these terms, the platform, or a platform transaction will be resolved by binding individual arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules then in effect. The Federal Arbitration Act governs this agreement to arbitrate. Hearings will occur remotely or in [TODO-LLC: arbitration venue and state], unless the rules or applicable law require another location.

Claims may be brought only for an individual party, not as a class, collective, coordinated, consolidated, private attorney general, or representative action. The arbitrator may award any individual remedy a court could award, but may not decide claims for people who are not parties. If a final decision makes part of this class waiver unenforceable for a particular remedy, that remedy will be decided by a court after the remaining arbitrable issues are completed.

You may reject this arbitration agreement by emailing support@onelacks.com within 30 days after you first accept these terms. Use the subject “Arbitration opt out” and include the name and email on your account plus a clear statement that you reject arbitration. Opting out will not affect your account or other parts of these terms. If you do not opt out, you and Onelacks waive a jury trial for covered disputes.

Either party may bring an eligible individual claim in small claims court. Arbitration fees will be allocated under the AAA Consumer Arbitration Rules and applicable law. If this arbitration agreement conflicts with those rules, the provision that gives the consumer greater protection will control to the extent allowed by law.

Except for the Federal Arbitration Act and any law that cannot be waived, these terms are governed by the laws of [TODO-LLC: formation state], without regard to conflict of law principles. A court proceeding permitted by these terms must be filed in [TODO-LLC: exclusive court venue], unless applicable consumer law requires another forum.

You may stop using Onelacks or deactivate your account. We may investigate, limit, suspend, or terminate access if we reasonably believe an account threatens safety, violates law or these terms, creates payment or fraud risk, or interferes with the platform. When practical, we will explain the restriction and provide an appeal path. Repeated provider no-show or provider cancellation strikes within a rolling window can suspend a provider from taking bookings pending review. A provider who believes a strike was recorded in error can contest it through support.

Termination does not erase accrued payment duties, dispute records, licenses needed to retain user content, or provisions that by their nature must continue, including payment, intellectual property, disclaimer, liability, indemnification, dispute resolution, and record retention terms.

We may update these terms as the platform, law, or risk controls change. A new version is posted on this page with its version and effective date, taken from our published record, and a revision is not in effect before that date. An accepted booking keeps the cancellation rule it accepted at checkout. Continued use after the effective date means you accept the updated terms, unless law requires a new express consent. Changes do not alter a dispute that arose before their effective date unless both sides agree.

Notices about your bookings, payments, and cases are delivered to your in-app notifications and account email and point to the authoritative booking, case, or receipt in your account. Keep the email on your account current; that address is the one we use.

California notice

California residents may contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 North Market Boulevard, Suite N 112, Sacramento, California 95834, or by telephone at 800 952 5210 or 916 445 1254. Onelacks is operated by [TODO-LLC: legal company name, address, and telephone number]. Platform charges are described before booking and in Section 5. Complaints and requests for information may be sent to support@onelacks.com.

Other state notices

Rights that cannot be waived under your state law remain in effect. Additional state notices may be added here as Onelacks expands or the law changes.

If a provision is unenforceable, it will be narrowed only as much as needed and the rest will remain effective. These terms, the Privacy Policy, the Cookie Policy, and any booking specific terms shown before confirmation are the entire agreement about the platform. A delay in enforcing a right is not a waiver. You may not assign these terms without our written consent. Onelacks may assign them as part of a merger, financing, reorganization, or transfer of the platform. Except where these terms expressly say otherwise, there are no third party beneficiaries.

You consent to electronic records, signatures, contracts, and notices. Clicking an acceptance control has the same effect as a handwritten signature where law permits. We may send notices to the email on your account, display them in the platform, or use any other method required by law. Keep a copy of these terms and maintain a current email address. You may withdraw consent to electronic records by contacting support, but doing so may require account closure if electronic delivery is necessary to provide the service.

Questions, complaints, legal notices, and arbitration opt outs may be sent to support@onelacks.com.

[TODO-LLC: legal company name, mailing address, and telephone number]