Home Services Terms for Residents

Last updated: October 26, 2026

These Home Services Terms (“Home Services Terms”) apply when you, a resident, request or book a home service through the Proprietio resident portal or the Proprietio app. Proprietio is operated by Square Working LLC (“Proprietio”, “we”, “us”). They add to the Resident Portal Terms. You accept them when you confirm a booking or send a request; we record the version you accepted and when.

1. Proprietio is the platform, not the provider

Home services are provided by independent businesses in the Proprietio Partner network (each a “provider”). Each service is a contract between you and the provider. Proprietio provides the platform: it lists providers, shows you the price, takes your booking and processes your payment through our payment processor, Stripe. Proprietio does not perform the service, is not a party to your contract with the provider, and is not the provider’s employer or agent. Your property manager or landlord is not a party to it either.

Your property manager decides whether home services are offered at your building. Your manager sees that a visit took place (the date, the type of service and your unit), never its price, what you paid, your rating or your comments.

2. Home maintenance is never sold

Home services are things you buy for yourself: cleaning, move-in or move-out cleaning, carpet and upholstery cleaning, furniture assembly and mounting, removal of your own unwanted items, and moving help (labor only). They never include repairs or maintenance that your lease or the law makes your landlord’s responsibility, such as plumbing, electrical, heating and air conditioning, locks, smoke and carbon monoxide detectors, pests, mold, or the appliances that came with your home. If you describe such a problem, we suggest a maintenance request instead, which is free for you. Nothing you buy through Proprietio shifts any of your landlord’s repair obligations to you.

3. Access to your home

Neither Proprietio nor your property manager gives a provider access to your unit: no keys, codes or entry on your behalf. You arrange access and let the provider in. Building instructions your manager may share (hours, concierge, service elevator) are information only, and your building’s rules still apply.

4. One all-in price

The price you see is the total you pay. It includes payment processing and, where it applies, sales tax. It is the same whether you pay by card or from your bank account; there is no card surcharge and no fee added at checkout. Before you confirm, one screen shows the total, the tax included in it, the time of the visit, how you pay and the cancellation terms. Nothing is added after you confirm, and you are never charged more than that total.

For a service priced on quote, you send a request without paying. The provider sends you a price in the app; you see the all-in total before you accept it, and nothing is charged until you do. A provider may change a price only by sending a revised quote in the app, which you are free to accept or refuse. A price is never agreed or changed at your door.

5. Paying by card: authorized, then captured

When you book and pay by card (including Apple Pay or Google Pay), the total is authorized on your card: the amount is held, not taken. It is captured after the provider completes the visit. A card authorization lasts about seven days, so for a visit more than six days away we may save your card at booking and authorize the total about two days before the visit. If an authorization fails, we ask you in the app to complete the payment or to use another card; the booking may be cancelled if you do not.

6. Paying from your bank account (ACH)

Some providers accept payment from a US bank account. If you choose it, you authorize Proprietio, through Stripe, to debit your account for the total shown, once the visit is completed, and for any late-cancellation fee described in section 7. You give this authorization once, when you set up the account in the app; it covers the bookings you make with it, and you can revoke it by contacting us before a debit is made. A bank debit can take several business days to clear. If your bank returns a debit, bank payments are no longer available on your account, and we ask you to pay the same amount by card.

7. Cancellation

• Free until the provider’s deadline. You can cancel for free until the deadline the provider set (24, 48 or 72 hours before the visit). The deadline is shown before you book and on your booking.
• After the deadline: $25, or nothing. Depending on the provider’s offer, cancelling after the deadline costs a fixed $25, or nothing at all. You see which before you book, and the exact amount again before you confirm a cancellation. There is no fee if the provider had not yet confirmed your booking.
• Never a fee when the provider cancels or does not come. If the provider cancels, declines or does not show up, you pay nothing and any amount taken is refunded in full. You can tell us in the app that the provider did not come, from two hours after the planned start.

8. Cooling-off rights

Some states give you a period after booking during which you may cancel for any reason at no cost (a “cooling-off” period), and some do not allow the work to start during it. Where your state gives you such a right, we apply it: you are told on the confirmation screen until when you can cancel for free, no late-cancellation fee is charged during that period, and where the work cannot start during it, we only offer times after it ends. These Home Services Terms never take away a right the law gives you.

9. Recurring plans

• Renews automatically. Some services, like home cleaning, can be booked as a plan: every week, every two weeks or every month, at a fixed price per visit, until you cancel. Before you agree, you see the frequency, the price of each visit and how to stop, and you agree by ticking a box. We send you a confirmation by email.
• Charged after each visit. Each visit is charged after it takes place, never in advance. Nothing is charged for a visit that did not happen.
• Stop it online, in one tap. You can cancel a plan at any time in the app or the resident portal, in one tap. It stops immediately, and the visits not yet started are cancelled at no cost.
• Price changes. If the provider changes the price of a plan, we tell you at least 30 days before it applies, and you can cancel before then at no cost. Where your state requires your agreement to a price increase, the new price applies only if you accept it in the app; if you do not, the plan ends on the date the change would have applied, and nothing more is charged.
• A provider may also end a plan, with at least seven days’ notice.

10. Problems and refunds

If something goes wrong with a service, tell us in the app or at support@proprietio.com. Our team looks at it with you and the provider. Refunds of payments made through Proprietio are decided by Proprietio, and are paid back to the card or account you paid with. Nothing here limits any right you have against the provider, or under consumer-protection law, that cannot be waived.

11. Ratings

After a visit, you can rate it from 1 to 5 stars and leave a comment. You can change your rating for seven days; then it is final. Only the Proprietio team reads your comment: the provider and your property manager never see it. Your stars count toward the provider’s average: the provider sees its average once it has at least three ratings, and the average and the number of ratings are shown publicly, without your name, only once the provider has at least five. Every rating counts. We remove a rating only if it is abusive, fake, unrelated to the service, or exposes personal information — never because it is low — and every removal is recorded.

12. Your photos and information

Photos you add to a request, and the before-and-after photos the provider takes, can be seen by you, the provider of that booking and the Proprietio team, not by your property manager. The provider sees your first name and, once it confirms the booking, your address and unit. Our Privacy Policy explains how we handle your data.

13. Changes and contact

We may update these Home Services Terms. A booking stays under the version you accepted when you made it; we ask you to accept a new version before your next booking. Questions about these terms: legal@proprietio.com.