Terms of Service

1. Introduction and Service Description

Welcome to OpsBack. These Terms of Service ("Terms") govern your access to and use of OpsBack's callback recovery service ("Service"). By accessing or using our Service, you agree to be bound by these Terms.

2. Definitions

• "Shop" refers to the service business enrolled in OpsBack's program.
• "Job" refers to a service call or work order entered into the OpsBack system.
• "Callback" refers to a return visit to address issues related to a previously completed Job within the coverage window.
• "Coverage Window" refers to the period during which a Callback may be eligible for recovery, as defined by the Shop's plan.
• "Recovery" or "Reimbursement" refers to the credit applied to a Shop's account for eligible Callbacks.
• "Per-Job Fee" refers to the fee charged for each Job with callback coverage enabled.

3. Eligibility and Enrollment

To use OpsBack, you must:

• Be a legally registered business entity
• Operate in an eligible service industry (appliance repair, HVAC, plumbing, electrical, locksmith, garage door, or mobile mechanics)
• Provide accurate and complete business information
• Maintain a valid payment method on file
• Verify your email address during registration

4. Service Fees and Payment

4.1 Per-Job Fees

When you create a Job with callback coverage enabled, your payment method will be charged the Per-Job Fee immediately. This fee is non-refundable regardless of the Job outcome.

4.2 Recovery Credits

Eligible Callbacks result in a credit to your account balance. Credits may be:

• Applied automatically to future Per-Job Fees
• Withdrawn to your connected bank account (requires Stripe Connect setup)

4.3 Monthly Cap

Each Shop has a monthly reimbursement cap. Once the cap is reached, additional Callbacks during that month will not be eligible for recovery credits.

5. Callback Classification and Eligibility

5.1 Classification Process

OpsBack uses an automated classification system to determine Callback eligibility. Classification is based on factors including but not limited to:

• Time elapsed since original Job completion
• Nature of the reported issue
• Relationship to original work performed
• Technician and customer history

5.2 Non-Eligible Callbacks

The following are NOT eligible for recovery:

• Callbacks occurring outside the Coverage Window
• Issues unrelated to the original repair
• Customer-caused damage
• Normal wear and tear
• Callbacks exceeding per-job or per-technician limits
• Fraudulent or misrepresented claims

5.3 Appeals

Shops may appeal classification decisions within 14 days. Appeals must include supporting evidence (photos, documentation, etc.). OpsBack's decision on appeals is final.

6. Shop Responsibilities

As a Shop using OpsBack, you agree to:

• Provide accurate and complete information for all Jobs
• Ensure technicians properly document work performed
• Upload required photos and documentation for closeouts
• Respond promptly to verification requests
• Not misrepresent or fabricate Callback situations
• Maintain professional service standards

7. Fraud Prevention and Account Suspension

OpsBack monitors for fraudulent activity. We reserve the right to:

• Suspend or terminate accounts suspected of fraud
• Withhold recovery credits pending investigation
• Recover funds from fraudulent claims
• Report fraudulent activity to appropriate authorities

Indicators of potential fraud include but are not limited to: abnormally high callback rates, pattern of claims from same technician or customer, inconsistent documentation, and geographic anomalies.

8. Limitation of Liability

OpsBack's total liability for any claims arising from these Terms or the Service shall not exceed the total fees paid by you in the twelve (12) months preceding the claim.

OpsBack does not guarantee any specific level of recovery or reimbursement. Recovery amounts are subject to eligibility criteria, monthly caps, and available program funds.

9. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

OpsBack does not warrant that the Service will be uninterrupted, error-free, or secure.

10. Indemnification

You agree to indemnify, defend, and hold harmless OpsBack, its affiliates, officers, directors, employees, and agents from any claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising from your use of the Service, violation of these Terms, or infringement of any rights of a third party.

11. Termination

Either party may terminate this agreement at any time with 30 days written notice. OpsBack may immediately terminate or suspend your account for:

• Violation of these Terms
• Suspected fraudulent activity
• Non-payment of fees
• Excessive callback rates indicating service quality issues

Upon termination, any remaining credit balance may be withdrawn within 30 days, subject to verification. Outstanding fees remain payable.

12. Modifications to Terms

OpsBack reserves the right to modify these Terms at any time. Material changes will be communicated via email at least 30 days before taking effect. Continued use of the Service after changes become effective constitutes acceptance of the modified Terms.

13. Governing Law and Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the State of Delaware, without regard to its conflict of law provisions.

Any disputes arising from these Terms or the Service shall first be attempted to be resolved through good-faith negotiation. If negotiation fails, disputes shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association.

14. Contact Information

For questions about these Terms or the Service, please contact us at: