Membership Terms and Conditions

For Smart Care and Total Care Membership Plans
Nines Home Service LLC

Last updated: June 26, 2025

1. Overview

Welcome to Nines Home Service LLC! These Terms and Conditions (“Terms”) govern your subscription to either the Smart Care or Total Care annual maintenance plans (“Services”). By signing up for a plan and providing your payment information, you agree to these Terms.

Nines Home Services offers two yearly home care plans—Smart Care and Total Care—designed to help busy homeowners stay ahead on routine maintenance, repairs, and service coordination. Each plan includes a tailored level of support, scheduling assistance, and access to trusted home professionals.

2. Services Provided

Nines Home Service LLC offers two membership plans designed to help you stay on top of routine home maintenance:

Smart Care Plan

Includes a 30-minute virtual walkthrough (via phone or video call) once per year.
We’ll walk through your home together and help you identify upcoming maintenance needs.
You’ll also receive seasonal email reminders with recommended to-do lists tailored to your home.
Member discounts on additional services throughout the year.
Unlimited access to reach out with home-related questions or to request service referrals or bookings.

Total Care Plan

Includes everything in the Smart Care Plan plus one in-person annual visit from a home maintenance professional.
During the visit, we’ll complete a checklist of standard maintenance tasks and review your home for any needed repairs or recommendations.
Includes minor hands-on repairs completed during your scheduled visit, as time allows. Examples include things like tightening loose hardware, securing trim or panels, patching small drywall dings, or repairing a torn window screen. More involved repairs may be quoted separately.

Scheduling of both your virtual walkthrough (Smart Care) and your in-person visit (Total Care) is subject to Nines Home Service LLC’s availability. For the 2025 season, available appointment times are in July and August.

We may also offer additional services (like gutter cleaning or repairs) for an extra fee. These are always optional and will be quoted separately.

Section 3: Handyman Service Rates

Standard handyman services provided by the Nines Home Services team are available to both members and non-members upon request, subject to availability.

Standard rate: $135/hour (includes travel time)
Total Care member discounted rate: Total Care members receive 15% off up to 4 hours of add-on handyman services when scheduled during their annual visit. This discount is available only during our summer service season and applies to work performed directly by our team. Outside vendor services are not eligible for this discount. $114.75/hour (15% off), available only during the annual maintenance visit and limited to 4 hours.
Minimum charge: 1 hour
Travel time is included in total time billed for visits only if scheduled outside of your yearly plan

4. Add-On Services

Handyman work, project support, and partner coordination are available to all members with rates determined by the service partner and billed separately. These services are not included in your plan and can be added at any time. Discounts do not apply to services performed by outside partners.

During times when we have limited availability for handyman services (such as the school year), we offer handyman services through one of our trusted service providers. These services are billed at standard rates and are not eligible for member discounts (See Section 3 Handyman Service Rates).

5. Billing and Payment Terms

Your membership begins on the date of your first successful payment and renews automatically every 12 months unless canceled.

Payment Processing

All payments are securely processed through our online payment provider, Stripe.
By entering your payment information at checkout, you authorize Nines Home Service LLC to charge your selected payment method on a recurring basis.
You’ll receive an email receipt after each payment.

Automatic Renewal

Subscriptions automatically renew on the same date each year.
You’ll receive an email reminder 7 days before your renewal date, giving you time to update your payment information or make changes to your plan if needed.
If your subscription renews and you didn’t mean for it to, no problem — just let us know. We’ll be happy to cancel it and make things right.

Failed Payments

If a payment is unsuccessful, Stripe will automatically retry the payment.
If the issue isn’t resolved within a few days, we’ll reach out directly to help you get things squared away.

One-Time Charges

If you request additional services outside of what’s included in your plan, those will be quoted separately and billed as one-time charges via Stripe or QuickBooks.
You’ll always approve any extra charges before payment is collected.

6. Cancellations & Refunds

We understand that plans change, and we aim to be fair and flexible wherever possible.

Cancellation Policy

You can cancel your plan at any time using the Stripe customer portal link provided in your confirmation or renewal email. If you can’t find your link, just reach out — we’re happy to help.
Cancellation stops your subscription from renewing at the end of your current annual billing period. Your membership will remain active through the end of the year you’ve already paid for, unless a refund is granted.

Refunds

If your plan renews and you didn’t mean for it to, let us know within 14 days and we’ll issue a full refund — no problem.
For mid-year cancellations, refunds are considered based on how much of the service has already been delivered:
- If you’ve already received your virtual walkthrough (Smart Care) or your annual in-person visit (Total Care), we generally do not offer refunds, as the core value of the plan has already been provided.
- If you cancel before receiving any services, you may be eligible for a partial refund based on how much time has passed and any other service access used (e.g., consultations or discounts applied).
We review each request individually and always aim to be reasonable and fair.

7. Customer Responsibilities

To help us serve you effectively and keep things running smoothly, we ask that you:

Keep your contact and payment information up to date in your customer portal or by contacting us directly.
Be available at the scheduled time for your virtual or in-person visit. If something comes up, just give us a heads-up. For in-person visits, it’s always helpful if someone is home — but if you can’t be there, please ensure we have clear access to the areas we’ll be working in (e.g., garage code, key, unlocked entry).
Maintain a safe and accessible environment for any in-person services. This includes making sure pets are secured, key areas are accessible, and there are no hazards that could prevent us from completing the visit.
Use your access to our services responsibly. For Smart Care members, unlimited access means you can reach out anytime for advice, referrals, or help scheduling additional services — just please keep it reasonable and respectful of our time and availability.

8. Access Requirements

For in-person visits under the Total Care Plan, we’ll need safe and timely access to your home to complete our work effectively.

Please ensure the following:

Clear entry access: If no one will be home, please provide a garage code, hidden key location, or other method of entry in advance.
Access to relevant areas: Make sure we can reach the areas we’ll be servicing — such as utility rooms, basements, exterior walkways, or attic access points — without obstructions.
Pets are secured: We love animals, but for everyone’s safety, please keep pets secured during the visit unless we’ve agreed otherwise.
Driveway or parking space: If parking is limited or restricted, let us know in advance so we can plan accordingly.

If we’re unable to access your home or complete the visit due to access issues, we may need to reschedule. In some cases, a small rebooking fee may apply — but we’ll always communicate with you first and do our best to avoid it.

For outdoor or partially outdoor tasks, weather delays may occasionally require rescheduling. If interior-only work is still possible, we’ll proceed as planned or adjust the visit accordingly.

9. Home Size & Customization

Our standard plan pricing is based on single-family homes of average size and maintenance needs. If you live in a condo, townhome, or estate-sized property, we’re happy to tailor a custom plan and rate to fit your space and workload. Just let us know during sign-up!

10. Limitation of Liability

Nines Home Service LLC is committed to providing high-quality, reliable service. That said, by enrolling in a membership plan, you agree to the following limitations:

We are not responsible for pre-existing conditions, hidden damage, or issues that are outside the scope of the services described in your plan.
While we take care in all recommendations and repairs, we are not liable for any indirect, incidental, or consequential damages arising from delayed service, service availability, or maintenance advice provided.
Our services are intended to help prevent problems through proactive care, but cannot guarantee that future issues will not arise.

If something doesn’t go as planned, please reach out — we’re here to make it right whenever we reasonably can.

11. Agreement & Updates

By enrolling in a Smart Care or Total Care plan with Nines Home Service LLC and submitting your payment, you agree to the Terms outlined above.

These Terms may be updated occasionally to reflect changes in services, scheduling, or policies. When that happens, we’ll notify you by email and post the updated version on our website. Continued use of the service after updates are made will indicate your acceptance of the new Terms.

If you ever have questions about what’s covered or need clarification on anything in this agreement, we’re just an email or phone call away.