Terms & Conditions

By enrolling in a Handyman On Retainer membership, scheduling an appointment, accessing our website, or using any of our services, you ("Member," "Client," or "you") agree to be bound by these Terms and Conditions ("Terms"). These Terms constitute a legally binding agreement between you and The Rackley Group Contracting LLC DBA Handyman On Retainer ("Company," "we," "us," or "our").

If you do not agree with any part of these Terms, you must not enroll in or use our services. We reserve the right to update these Terms at any time. Continued use of our services following any update constitutes your acceptance of the revised Terms. Material changes will be communicated via email to your address on file.

2.1 Account Setup Fee. A one-time, non-refundable account setup fee is required upon enrollment. This fee covers property profiling, onboarding, and administrative costs. Promotional waivers of this fee are subject to availability and may be revoked without prior notice.

2.2 Membership Tiers. We offer Essential, Preferred, and Concierge membership plans. Each tier includes an annual or monthly subscription fee, a per-appointment service rate, and access to the service catalog published on our website. Plan details, pricing, and inclusions are subject to change with 30 days' written notice to active members.

2.3 Renewal. Annual memberships renew automatically on the anniversary of your enrollment date. Monthly memberships renew on the same calendar day each month. You are responsible for ensuring your payment method remains current. We will send a renewal reminder at least 14 days before your billing date.

2.4 Enrollment Limits. We reserve the right to limit the number of active memberships at any time to ensure service quality. Enrollment in a membership plan does not guarantee perpetual availability of services and is subject to technician capacity in your service area.

3.1 Subscription Fees. Subscription fees are billed in advance — annually or monthly depending on your selected plan. All fees are quoted in U.S. dollars. By providing a payment method, you authorize us to charge all amounts due under these Terms.

3.2 Appointment Fees. Each scheduled appointment ("visit") is billed at your membership's applicable per-appointment rate. Appointment fees are charged separately from subscription fees and are due in full at the time of scheduling. No appointment will be confirmed and no service will be performed without prior payment of the applicable appointment fee. Failure to complete payment at scheduling will result in the appointment not being reserved.

3.3 Additional Labor & Materials. Appointments include up to two (2) hours of labor. Work that requires additional time, specialized equipment, or materials beyond standard hand tools will be quoted before proceeding. You must authorize any additional costs in writing (email is acceptable) before work beyond the standard appointment scope begins.

3.4 Non-Refundable Fees. Account setup fees are non-refundable under all circumstances. Subscription fees paid in advance are non-refundable after the membership period has begun, except as provided in Section 3.5.

3.5 Refund Policy. If we cancel your membership for reasons within our control (e.g., we are unable to service your area), you are entitled to a pro-rated refund of unused subscription days. Refunds will not be issued for appointments completed and accepted by you. Disputes regarding completed work must be submitted within 7 days of the visit.

3.6 Late Payments. Accounts with overdue balances may be suspended until payment is received. Suspended accounts will not be permitted to schedule new service appointments until all outstanding balances are paid in full and the account is restored to good standing. We reserve the right to charge a late fee of $25 per billing cycle on accounts 30 or more days past due, and to refer unpaid balances to collections after 60 days.

3.7 Right to Cancel (Cooling-Off Period). As the buyer, you have the right to cancel this transaction — including your membership enrollment, account setup fee, and any initial subscription or appointment payment — at any time before midnight of the third (3rd) business day after the date of purchase. If you cancel within this period, we will refund all payments made in connection with the cancelled transaction and release any property received, without penalty or obligation to you. In order to cancel, you must submit your cancellation request to service@handymanonretainer.com. Your cancellation must be received no later than midnight of the third (3rd) business day after the date of purchase to be effective.

4.1 Booking. Appointments are scheduled through our Acuity Scheduling portal. Availability is subject to technician capacity and is offered on a first-come, first-served basis within your membership tier's scheduling priority.

4.2 Cancellations & Rescheduling. You must cancel or reschedule at least 24 hours before your scheduled appointment time to avoid a cancellation fee. Cancellations made with less than 24 hours' notice will be charged 50% of the applicable appointment rate. No-shows (failure to be present or provide access) will be charged the full appointment rate.

4.3 Access Requirements. You agree to ensure safe, unobstructed access to the work area at the scheduled appointment time. If our technician cannot access the premises or if unsafe conditions prevent work, the appointment will be treated as a no-show and billed accordingly.

4.4 Scope of Work. Each appointment covers work items agreed upon at booking or at the start of the visit. We reserve the right to decline any task that, in our professional judgment, is outside the scope of our services, requires a licensed specialist we are not, or presents a safety risk.

4.5 Two-Hour Blocks. Standard appointments are two (2) hours. We will make reasonable efforts to complete agreed-upon tasks within that time. If a task cannot be completed within the standard block, we will inform you and schedule follow-up time at the applicable appointment rate.

5.1 Included Services. Our service catalog, available on our website, lists the categories and types of work included under membership. Catalog contents may be updated periodically. Not all listed services are guaranteed to be available at every appointment; availability depends on task complexity, technician skill set, and required materials.

5.2 Excluded Work. The following are not covered under any membership plan and will not be performed unless separately contracted in writing: (a) structural repairs requiring engineering review; (b) work requiring permits that are the homeowner's responsibility to obtain; (c) HVAC installation or repair; (d) major plumbing beyond drain clearing or fixture replacement; (e) work on properties with known code violations; (f) asbestos, lead paint, or mold remediation; (g) exterior roofing beyond minor caulking or flashing; and (h) any work declared unsafe by our technician.

5.3 Permits. You are responsible for obtaining all required permits before work begins. We may assist in identifying permit requirements but are not responsible for securing permits on your behalf unless explicitly agreed in writing. Work performed without required permits at your direction is at your sole risk.

5.4 Service Area. Services are available within our current service area, centered on Bowie, Maryland. Service area boundaries may change. We will notify you if your address falls outside our active service area.

6.1 No Warranty. OUR SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE." WE MAKE NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. WE DO NOT WARRANT THAT OUR SERVICES WILL MEET ALL OF YOUR REQUIREMENTS OR THAT WORK PERFORMED WILL BE FREE FROM ALL DEFECTS.

6.2 Cap on Liability. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE COMPANY'S TOTAL CUMULATIVE LIABILITY TO YOU FOR ANY CLAIMS ARISING OUT OF OR RELATED TO THESE TERMS OR OUR SERVICES — WHETHER IN CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, OR OTHERWISE — SHALL NOT EXCEED THE TOTAL MEMBERSHIP FEES PAID BY YOU IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

6.3 Exclusion of Consequential Damages. IN NO EVENT SHALL THE COMPANY BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES — INCLUDING LOSS OF PROFITS, LOSS OF DATA, LOSS OF USE, OR COST OF SUBSTITUTE SERVICES — EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

6.4 Pre-Existing Conditions. We are not liable for damage to or failure of pre-existing conditions, hidden defects, deterioration, or deficiencies present before our technician's arrival. If our technician identifies a pre-existing condition that may be affected by the requested work, we will notify you and may decline to proceed until the condition is addressed.

6.5 Force Majeure. We are not liable for delays or failures to perform resulting from causes beyond our reasonable control, including natural disasters, severe weather, labor disputes, supply chain disruptions, or government actions.

7.1 Authorization. By scheduling an appointment, you represent and warrant that you are the property owner or have full legal authority from the owner to authorize the requested work. You agree to indemnify and hold us harmless against any claims from property owners, co-owners, landlords, tenants, or HOAs arising from work performed at your direction.

7.2 Property Condition. You agree to disclose any known hazardous conditions, code violations, structural issues, or other conditions that may affect our technician's safety or the work. Concealment of known hazards may void any warranty and result in termination of your membership.

7.3 Photography. We may photograph work areas before and after completion for quality assurance, training, and marketing purposes. Identifying information (e.g., house number, street signs) will not be included in any publicly shared images. You may opt out of marketing use by written request to service@handymanonretainer.com.

8.1 Cancellation by Member. You may cancel your membership at any time — there is no long-term commitment required. To cancel, submit a written cancellation request via email to service@handymanonretainer.com. Cancellation requests submitted by any other method (phone, text, in person) will not be accepted or processed. No pro-rated refunds are issued for cancellations made by the member, except as required by applicable law or as provided in Section 3.7.

8.1a Annual Plan Cancellation. If you cancel an annual membership, your access to the scheduling calendar and all membership services will remain active through the end of your current subscription year. Your membership will not automatically renew, and no payment will be collected for the following year. Once your subscription end date is reached, access to scheduling and all member benefits will be discontinued.

8.1b Monthly Plan Cancellation. If you cancel a monthly membership, your cancellation takes effect at the end of your final paid month. Once that month concludes, your access to the scheduling calendar and all membership services will be discontinued immediately. No further charges will be made after the final paid billing cycle.

8.2 Termination by Company. We reserve the right to terminate or suspend your membership immediately, without refund, for: (a) non-payment; (b) abusive, threatening, or harassing behavior toward our staff; (c) providing false information at enrollment; (d) repeated violations of these Terms; or (e) use of our services in a manner that creates unsafe conditions or legal risk for the Company.

8.3 Effect of Termination. Upon termination, your right to schedule appointments ceases immediately. Any outstanding appointment fees remain due and payable.

8.4 Subscription Pause (Monthly Plans Only). Members on a monthly payment plan may pause their subscription at any time for a period of up to three (3) consecutive months per pause request. During a pause, no subscription fees are charged and no appointments may be scheduled. Your membership resumes automatically at the start of the next billing cycle following the end of your selected pause period, and normal billing resumes at that time. To request a pause, email service@handymanonretainer.com with your name, account email address, and the number of months you wish to pause (1–3 months). Pause requests must be received at least 3 business days before your next scheduled billing date to take effect for that cycle; requests received after that window will take effect in the following billing cycle. Annual plan members are not eligible for subscription pauses but may cancel at any time under Section 8.1.

9.1 Informal Resolution. Before initiating any formal dispute, you agree to contact us at service@handymanonretainer.com and provide a written description of your concern. We will respond within 10 business days and make a good-faith effort to resolve the issue informally.

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

9.3 Jurisdiction. Any legal action or proceeding arising out of or relating to these Terms shall be brought exclusively in the state or federal courts located in Prince George's County, Maryland. You consent to personal jurisdiction in those courts.

9.4 Waiver of Class Action. YOU AGREE THAT ANY DISPUTE RESOLUTION PROCEEDING WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION. You waive any right to participate in a class action lawsuit or class-wide arbitration against the Company.

10.1 Entire Agreement. These Terms, together with any applicable membership enrollment confirmation, constitute the entire agreement between you and the Company with respect to your membership and use of our services, and supersede all prior communications and agreements.

10.2 Severability. If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect.

10.3 No Waiver. Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

10.4 Assignment. You may not assign or transfer your membership or any rights under these Terms without our prior written consent. We may assign these Terms or our obligations without restriction.

10.5 Contact. For questions about these Terms, please contact us at service@handymanonretainer.com or (240) 495-0357.