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.

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.

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. 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.

Before confirming a booking, the customer sees the service price, the Onelacks platform fee, estimated taxes, and the estimated total. The current platform fee is 20 percent of the service subtotal. The displayed pricing summary controls if it differs from a general description in these terms.

At confirmation, Stripe places an authorization on the customer card for the estimated total. An authorization may reduce available credit or funds, but it is not a final charge. After the provider marks the work complete, the customer may approve the work or open a dispute during the displayed review window. We capture the authorized amount when the customer approves, or when the review deadline passes without a dispute. Adjustments, approved tips, refunds, or a changed scope may affect the final amount with the required notice or consent.

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.

A customer may cancel free more than 24 hours before the scheduled start. A cancellation within 15 minutes of booking is also free if the provider is not already on the way. After a provider confirms, a later cancellation within 24 hours may capture the category base fee from the existing card hold. The provider receives 80 percent of that fee and the remainder of the hold is released.

Provider cancellations and qualifying provider late arrivals are free to the customer. A provider who arrives on time and waits at least 15 minutes without access may receive the category base fee. Provider cancellation and no-show strikes are recorded for marketplace review. The complete current matrix is in the Cancellation policy. A customer may open a dispute for operations review, and authorized finance staff may approve a full or partial refund when permitted.

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.

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. For a material change, we will provide advance notice by email and a persistent platform banner. The notice will state when the change takes effect. Continued use after that 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.

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]