Provider Terms of Service

Legal

1Who We Are, Who You Are

Duably, LLC ("Duably," "we," "us") is a Utah company that operates a software platform connecting homeowners ("customers") with independent home service businesses. "You" means the business that holds the provider account, whether that is a company with technicians or an individual pro working alone.

By creating a provider account or accepting work through the Duably provider app (the "Platform"), you agree to these Provider Terms and to our Privacy Policy. We record the date, the version you accepted, and the account that accepted it. Customers have their own Terms of Service; these Provider Terms govern your side of the platform.

2You Are an Independent Business

You are an independent contractor, not a Duably employee, agent, or franchisee. In plain terms:

You decide which jobs to accept. Nothing obligates you to take any job, and declining work is never punished by itself.
You set your own service fee for each trade you work.
You control how the work is done: your methods, your tools, your equipment, your materials, and your people.
You can work outside Duably as much as you want, including for competing platforms.
Duably does not pay you a wage, provide benefits, withhold taxes, or supervise your work. You are responsible for your own taxes, insurance, licensing, and business obligations.

Duably provides the marketplace, the scheduling and payment infrastructure, and the records. The trade work is yours. The service agreement for each job forms directly between you and the customer when they approve your quote; Duably is not a party to that agreement. Duably runs the platform where it is made and moves the money it calls for.

3Eligibility and Your Account

You must be 18 or older and authorized to act for the business you register. Everything you tell us about your business (name, type, trades, service area, credentials, EIN or Tax ID) must be accurate and kept current. You are responsible for activity under your account and for keeping your sign-in credentials to yourself.

Where Duably works. Duably operates in the areas we have opened. Your business base ZIP code must be inside an open area; your service radius may extend beyond it.

Companies and technicians. A company account accepts jobs at the account level; technicians carry out the work but do not accept marketplace jobs themselves. Every technician you send to a customer's home is your employee or agent, works under your credentials and your responsibility, and must hold whatever individual license the law requires for the work. That last part matters: some states, including Utah, require the individual on site to hold their own trade license for certain work. Knowing and meeting those requirements is your legal obligation, not Duably's.

Gas work. Beginning January 1, 2027, Utah law requires every individual who installs, repairs, maintains, cleans, or replaces a residential or commercial gas appliance or combustion system to hold the state's natural gas technician certification. That requirement follows the person doing the work: it applies whether or not the individual holds a trade license, and it applies even to work that is otherwise exempt from licensing. Duably does not verify this certification. Knowing and meeting the requirement is your legal obligation, not Duably's. When you accept a job that may involve gas, you confirm that any individual who performs gas work on it will hold the certification the law requires.

4Credentials

License, per trade. Before you can accept jobs in a trade, you must submit a trade license for it: the license number, state, expiration, and a copy of the license document. You can see marketplace jobs for your selected trades before submitting; you can accept them only after.
Insurance, account-wide. You must submit proof of business insurance before accepting any job.
Review is ongoing. You can start working as soon as you submit; our review happens alongside your first jobs. If we reject a credential, your ability to accept new work pauses (for that trade if it is a license, account-wide if it is insurance) until you resubmit something that passes. Jobs already in progress continue.
Keep them current. An expired or revoked license or lapsed policy must be reported and replaced. Working a trade without the license or insurance the law requires is a violation of these Terms, whatever our review has or has not caught.
Submitting someone else's credentials, altered documents, or credentials that do not cover the work you accept is grounds for immediate deactivation under Section 21, and the indemnification in Section 20 covers it.
Vetting may grow. We may add vetting steps over time, such as identity verification or background checks. Where a step requires your consent under law, we will ask for that consent separately at the time, in the form the law requires; nothing in these Terms is that consent.

5Jobs, Scheduling, and the Arrival Window

Accepting a job. When you accept a job you immediately confirm one exact 2-hour arrival window, chosen from the customer's stated availability and inside the service hours shown in the app. Accepting locks the appointment. Treat a confirmed arrival window as a commitment; your reliability record is built from it.
Going en route. You can go en route starting 2 hours before your arrival window starts. Leaving earlier than that is an appointment change, not an early start.
Changing the appointment. A same-day shift of up to 2 hours is an Adjust Arrival request; anything bigger is a Reschedule. Both take effect only if the customer approves.
Customer reschedule requests. A customer can ask to move the appointment up to 2 hours before the arrival window starts. You can accept their new timing, counter with up to 3 exact arrival windows, or release the job back to the marketplace. Releasing is free and not held against you.
Cancelling. If you must cancel an accepted job, you give a reason, and the cancellation is recorded on your account. Cancelling close to the arrival window re-releases the job as urgent, so another pro can pick it up quickly. You are never paid for a cancelled visit, and the customer is never charged for your cancellation. Once you are on site and have shared findings or a quote, cancelling is no longer available; the job ends through the customer's decision or through Duably support.
Repeated cancellations, no-shows, and late cancellations damage your standing, are flagged for review, and can lead to deactivation.

6On-Site Work and Documentation

The first on-site step is documenting your findings and your recommendation, with photos.
You then quote the work: your service fee plus labor plus parts. The customer approves or declines in the app. If they decline, you may revise the quote or the job ends.
Completed work is marked complete with photo evidence and notes. Honest, complete documentation is what protects you in a dispute; the records you create ride the receipt and, if a charge is contested, the evidence packet.
If the customer reports that a repair did not hold, you return to make it right. A return visit for the same problem is part of the original job, not a new charge.

7Money

Your service fee is set by you, per trade, and is shown to the customer. It locks at the moment you accept a job; later fee changes apply only to future jobs.
The platform fee is currently 20% of the service fee and labor portion of each job (parts excluded), deducted from your payout. Customers pay the price you quoted; the platform fee comes out of your share, never on top of theirs.
Card processing on parts. A card-processing charge applies to the parts and materials portion of a job (currently 3% of parts and materials), deducted from your payout. Duably's platform fee still never includes your parts.
When you get paid. The customer's card is charged when you mark the job complete. The customer then confirms the work in the app; if they do nothing, confirmation is automatic after the confirmation period shown in the app. Your earnings become available for cash-out after confirmation, once the payment has cleared, which is typically about 2 days. An open problem report on the job pauses release until it is resolved.
If the customer declines your quote, you are paid the service fee for the visit. You can choose to waive it.
If the customer cancels late, a cancellation fee applies to them, and most of it is paid to you for the time you set aside.
Payouts run through Stripe. Your payout account is a platform-managed Stripe account: you manage your bank details natively in the app, Duably handles Stripe's identity requirements with you, and your tax forms (1099s) are delivered through the platform. Cash-out always requires a connected payout account, and after your first few completed jobs or once earnings accumulate, new acceptances require it too.
Taxes are yours. You are paid as an independent business and are responsible for your own income, self-employment, and sales tax obligations.
If a customer's payment fails, we retry it and pursue it; your payout for that job waits until the payment is collected.
If a customer's bank reverses a payment. Sometimes a customer disputes a charge with their bank and the bank decides in the customer's favor. When the dispute is about the work or your conduct rather than a stolen or unauthorized card, you bear that loss up to what you earned on the job. We recover it from that job's payout first, then from money still in your payout account, then from your later payouts, never more than half of any one payout, until it is cleared. We tell you when this happens and show it under Earnings. We never charge your card or your bank. Duably bears the card network's dispute fee, any amount above what you earned on the job, and every loss from a stolen or unauthorized card.

8Customer Information

Doing a job gives you access to private information: the customer's name, phone number, address, photos of the inside of their home, and sometimes access notes like gate codes. That access exists so you can do the job, and for nothing else.

Use customer information only to perform the job.
Never share it, sell it, or add it to a marketing list.
Access notes are visible to you only from when you set out until the job closes. Treat them like keys.
After the job, contact the customer through the Platform's records and history, not through data you copied out.

Violating this section is grounds for immediate deactivation.

9No Circumvention

Jobs that start on Duably finish on Duably. You may not take a job that originated on the Platform off-platform, or solicit or accept off-platform payment from a customer Duably introduced to you, while you are on the Platform and for 12 months after your last job with that customer. Doing so is grounds for immediate deactivation.

Customers you had before Duably, or who found you outside the Platform, are yours; this section covers only relationships the Platform created.

10Confidentiality

As a provider you will see information we do not make public. This includes our price estimates and service taxonomy, our routing and dispatch behavior, our fee structures and calculations, customer contact and property information, other providers' information, and anything we identify as confidential or that a reasonable person would understand to be confidential.

You will keep that information confidential. You will use it only to perform work through the Duably platform. You will not disclose it to any third party. You will not use it to build, operate, or improve any competing product or service.

You may capture screens of the Duably Pro application to document a job you are performing or to report a problem to Duably support. You will not share any such capture outside your company, and you will not share it with any competing business.

These obligations continue for three years after your account closes, and indefinitely for anything that qualifies as a trade secret under applicable law.

11Reviews and Standing

Customers rate completed jobs. Your ratings, reliability record (cancellations, punctuality, recalls), and credential standing influence how you rank and what work you see. Review text written by customers is not published to other users; you see your aggregate ratings. We remove reviews that violate our content rules when we find them, and we record the reason when we do.

12Acceptable Use

Do not:

Misrepresent your business, your credentials, or who is doing the work.
Quote work that is not needed, inflate scope, or bill for work not performed.
Harass, threaten, or discriminate against customers or Duably staff.
Interfere with the Platform, other providers' accounts, or data that is not yours.
Copy, scrape, or harvest data from the Platform, or probe, overload, or disrupt its systems.
Use the Platform in violation of law.

13Duably's Intellectual Property

The Platform itself, meaning the apps, the website, the software behind them, the Duably name and logo, and the designs and text we created, belongs to Duably or its licensors. Nothing in these Terms transfers ownership of any part of the Platform to you.

While you hold a provider account, we grant you a limited, personal, non-exclusive, non-transferable, revocable license to use the Platform for its intended purpose. That license is all these Terms grant, it ends when your account closes, and you may not sublicense, resell, or transfer it. Your business's own name, marks, photos, and documents remain yours.

You may not copy, modify, translate, adapt, distribute, sell, lease, or create derivative works of any part of the Platform, except where applicable law expressly allows it and cannot be waived, or we give you written permission.

You may not reverse engineer, decompile, disassemble, extract, or otherwise attempt to discover the source code, object code, algorithms, data structures, or underlying ideas of the Platform. You may not circumvent, disable, or interfere with any technical measure we use to protect the Platform or control access to it.

You may not remove, obscure, or alter any copyright, trademark, or other proprietary notice.

14No Automated Access

You may access the Platform only through the interfaces we provide, and only for the purposes those interfaces are designed to serve.

You may not use any robot, spider, crawler, scraper, headless browser, script, automated agent, or artificial intelligence agent to access, read, index, harvest, or collect any part of the Platform or any information available through them.

You may not access the Platform in any way that places an unreasonable load on our systems, bypasses our rate limits, or retrieves information at a volume or rate a human user would not generate.

You may not use any account, including one you created, to gather information for anyone other than the customer or provider that account represents.

You may not create an account using false information. You may not create or keep an account in order to observe, evaluate, or collect information about the Platform on behalf of a competing business.

We may apply rate limits, request quotas, and access controls. We may suspend or terminate any account we reasonably believe is violating this section, without prior notice.

15No Model Training or Model Development

You may not use the Platform, or any data, output, screen, layout, price estimate, taxonomy entry, or other material you obtain from the Platform, to train, fine-tune, evaluate, or develop any machine learning model, artificial intelligence system, or automated decision system, or to build a product or service that competes with Duably.

You may not provide such material to anyone else for those purposes.

This section applies whether the material is text, structured data, a screenshot, a screen recording, or any other form. It survives termination of your account.

16No Competing Use

You may not use the Platform to design, develop, market, or operate a product or service that competes with Duably.

You may not use the Platform to conduct competitive analysis, benchmarking, or feature comparison for the benefit of a competing business, and you may not publish the results of any such analysis.

17Duably Data, Taxonomy, and Compilation Rights

The Duably service taxonomy, including its categories, subcategories, job definitions, and associated price estimates, is our confidential and proprietary compilation. We built it through independent research and investment. It is not public information.

We show you individual entries from the taxonomy as needed to serve a specific job. That display does not grant you any right in the taxonomy as a whole.

You may not extract, download, store, index, or compile any substantial part of the taxonomy, the price estimates, the provider directory, the customer directory, or any other database we make available through the Platform.

You may not use any part of that data to create, populate, or verify a competing database, price list, or estimating tool.

We own all rights in the selection, arrangement, and organization of that data, and in any work derived from it in violation of this section.

18API and Integration Access

We do not offer public API access. Any access to a Duably application programming interface requires a separate written agreement with us.

If we grant you API access, you may use it only for the purposes and within the limits that agreement states. You may not exceed the request quotas we set, share your credentials, cache responses beyond the period we permit, or use API responses for any purpose the agreement does not allow.

We may log, monitor, throttle, suspend, or revoke API access at any time.

19Remedies

You agree that a violation of the sections titled No Automated Access, No Model Training or Model Development, No Competing Use, Duably Data, Taxonomy, and Compilation Rights, API and Integration Access, or Confidentiality would cause us harm that money cannot adequately repair.

We may seek injunctive relief and specific performance for any such violation without posting a bond and without proving actual damages, in addition to any other remedy available to us.

If we prevail in any action to enforce those sections, you will pay our reasonable attorney fees and costs.

We may suspend or terminate your account immediately for any violation of those sections. Our failure to enforce any provision is not a waiver of it.

These sections survive termination of this agreement.

20Your Responsibility for Your Work, and Indemnification

The work is yours, and so is responsibility for it. The customer-facing Terms tell customers that their pro, not Duably, is responsible for the workmanship, safety, and outcome of on-site work.

You agree to indemnify Duably, meaning defend it and cover its losses, against third-party claims arising from: (a) the work you or your technicians perform, including property damage and personal injury; (b) your misrepresentation of licenses, insurance, or credentials; and (c) your failure to meet your tax or legal obligations as an independent business. This section is deliberately scoped to what you control. It does not make you responsible for the Platform itself, and it does not apply to the extent a claim is caused by Duably's own acts.

Your insurance is the first line for claims about your work. Keep it real, current, and adequate for the work you accept.

21Suspension and Deactivation

We may suspend or deactivate your account at our discretion, and when we do, we tell you the reason. Common reasons: credential problems, repeated cancellations or no-shows, customer-safety concerns, fraud, circumvention (Section 9), or misuse of customer data (Section 8).

Money you have already earned is still paid to you, on the normal payout schedule, unless the law or a payment dispute requires us to hold it. Deactivation does not erase your obligations under Sections 8, 9, 10, and 20, which survive.

You can close your own account at any time under Account in the app. We check a few things first: no job in flight, no unpaid payout, no cash-out in transit, no balance left in your payout account, and no other active members on a company account. Money and tax records tied to your completed jobs survive closure, as described in the Privacy Policy.

22Messages from Duably

We contact you about jobs, payments, and your account by push notification and email, and by text message where that service is available. Job-opportunity alerts can be turned off in the app; job-critical messages about work you have accepted are part of the service. Standard message and data rates may apply to texts; reply STOP to any text to stop receiving texts.

23Changes to These Terms

We may update these Provider Terms. Each version has its own version number and effective date, and we keep every past version. When a change meaningfully affects your rights or your pay, we will tell you before it takes effect and give you a way to review it. If you keep using the Platform after that, the new version applies. If you do not agree with a change, you can close your account under Account in the app. The version in effect when a job was accepted governs that job.

24Disclaimers, Limits of Liability, and Release

The Platform is provided "as is." We work to keep it available, but we do not promise that it will be uninterrupted or error-free. To the extent allowed by law, Duably disclaims implied warranties of merchantability and fitness for a particular purpose for the Platform itself, and does not guarantee any volume of jobs, leads, or income.

To the extent allowed by law, Duably is not liable for indirect, incidental, consequential, special, or exemplary damages arising from the Platform, including lost profits or lost business opportunities, even if we have been told such damages are possible. To the extent allowed by law, Duably's total liability to you for any claim arising from the Platform is limited to the greater of (a) the platform fees Duably retained from your jobs in the 12 months before the claim, or (b) $100, except where such a limit is prohibited.

Release. To the extent allowed by law, you release Duably from claims that arise out of a dispute between you and a customer, except to the extent the claim is caused by Duably's own acts. This does not change Section 20, and it does not limit any claims you and a customer may have against each other.

25Agreement to Arbitrate; Class Action Waiver

Please read this section carefully. It affects how disputes between you and Duably are resolved.

Talk to us first. Before starting any formal proceeding, you agree to email support@duably.com describing the dispute and give us 30 days to try to resolve it informally.

Arbitration. If we cannot resolve it informally, you and Duably agree that any dispute arising out of or relating to these Provider Terms or the Platform will be resolved by binding individual arbitration administered by the American Arbitration Association under its applicable rules, rather than in court. The arbitration will be held in Davis County, Utah, or remotely by video at your choice.

Small claims carve-out. Either of us may instead bring an individual claim in small claims court in Davis County, Utah, or, if you qualify, the small claims court where your business is located.

Class action waiver. You and Duably each agree that disputes will be brought only on an individual basis, and not as a plaintiff or class member in any class, consolidated, or representative proceeding. You and Duably each also waive the right to a jury trial.

Your right to opt out. You can reject this arbitration agreement, and it will not apply to you, by emailing support@duably.com with the subject "Arbitration Opt-Out" from the email address on your account within 30 days of first accepting these Provider Terms. Opting out does not affect any other part of these Terms.

If any part of this section is found unenforceable, the rest still applies, except that if the class action waiver is found unenforceable as to a particular claim, that claim must proceed in court rather than in arbitration. This section survives the closing of your account.

26Governing Law and Venue

These Provider Terms are governed by the laws of the State of Utah, without regard to its conflict of laws rules. Any dispute not subject to arbitration under Section 25 will be resolved in the state or federal courts serving Davis County, Utah, unless applicable law requires otherwise.

27General Terms

Entire agreement. These Provider Terms and the Privacy Policy are the whole agreement between you and Duably about the Platform, and they replace any earlier discussions or representations.
Severability. If a court or arbitrator finds part of these Terms unenforceable, the rest stays in effect. Section 25 carries its own severability rule for arbitration.
No waiver. If Duably does not enforce a part of these Terms on one occasion, that is not a waiver; we can still enforce it later.
Assignment. You may not assign these Provider Terms or your account without Duably's written consent. Duably may assign these Terms in connection with a merger, acquisition, or sale of assets; they then bind and benefit the successor.

28Contact

Duably, LLC
Support: support@duably.com
Mailing address: 50 W Broadway Ste 333 PMB 544264, Salt Lake City, UT 84101-2027