1. Acceptance of these Terms
By creating an account, booking a job, offering services, clicking "I agree," or otherwise accessing or using the Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy, which is incorporated by reference. If you do not agree, you must not access or use the Platform.
If you use the Platform on behalf of a company or other entity, you represent that you are authorized to bind that entity, and "you" refers to that entity.
2. What BestHand is — and is not
BestHand is solely a technology platform and online marketplace. Our only role is to connect customers ("Customers") who seek home and local services with independent service professionals ("Pros") who offer them, and to facilitate booking and payment. BestHand is a neutral venue and an intermediary — nothing more.
BestHand performs no services
BestHand does not provide, perform, supervise, schedule, control, or participate in any home, repair, cleaning, moving, installation, or other service of any kind. We are not a contractor, builder, handyman, tradesperson, employer, or service provider. We do not employ Pros and are not a party to the agreement for services, which is formed and exists solely and directly between a Customer and a Pro.
We do not control Pros and are not responsible for them
Pros are independent contractors — not employees, agents, representatives, partners, or joint venturers of BestHand. We do not set, direct, supervise, or control how, when, where, or whether a Pro performs any work. To the maximum extent permitted by law, BestHand is not responsible or liable for the acts, omissions, conduct, decisions, work product, quality, timeliness, pricing, tools, licensing, insurance, legality, or safety of any Pro or Customer, or for any property damage, personal injury, loss, or dispute arising from any service or interaction.
No endorsement, screening, or guarantee
Any verification, background check, rating, review, badge, tier, or other information shown on the Platform is provided for convenience only and is not a recommendation, endorsement, warranty, or guarantee of any Pro, Customer, or service. BestHand does not guarantee that any Pro is suitable, qualified, licensed, insured, available, or that any service will be performed to your satisfaction or at all.
You use the Platform and engage other users at your own risk
You acknowledge and agree that you select, hire, accept, and interact with other users knowingly, voluntarily, in full awareness, and at your own sole risk and discretion. You are solely responsible for evaluating, and you assume all risks arising from, any Pro, Customer, service, communication, or interaction. To the fullest extent permitted by law, you waive and release BestHand and its affiliates, officers, directors, employees, and agents from any and all claims, demands, liabilities, damages, and expenses, known or unknown, arising out of or relating to other users, the services they provide or receive, and your decision to use, hire, or rely on them (see also Sections 12, 13, and 15).
No professional, agency, or employment relationship
Nothing on the Platform creates an employment, agency, fiduciary, partnership, or joint-venture relationship between you and BestHand.
3. Eligibility & accounts
You must be at least 18 years old and able to form a binding contract to use the Platform. You agree to provide accurate, current, and complete information and to keep it updated.
You are responsible for all activity under your account and for keeping your credentials confidential. Notify us immediately at support@besthandapp.com of any unauthorized use. We may refuse, suspend, or terminate accounts at our discretion, including for conduct we believe violates these Terms or harms the Platform, other users, or third parties.
4. Bookings, estimates & the Customer–Pro agreement
When a Customer books a job, the Customer and the Pro form a direct agreement for the requested services. Prices, estimates, and time windows shown on the Platform are provided by Pros or generated from Pro-supplied rates and are estimates only; final amounts may vary based on the actual work performed, materials, additional workers, multi-day jobs, and on-site conditions, as disclosed in the app.
A travel or visit fee may apply and is retained by the Platform. Service fees are charged as a percentage and are disclosed before you confirm. You authorize the amounts presented to you at and after booking, including approved additions made during a job.
5. Payments, holds & authorizations
Payments are processed by our third-party payment processor, Stripe, Inc. By making or receiving payments, you also agree to the Stripe Connected Account Agreement and Stripe Services Agreement. BestHand does not store full card numbers.
You authorize BestHand and Stripe to place a hold on, charge, and capture your payment method for booked services, approved mid-job additions, materials, additional workers, multi-day work, applicable taxes, and any fees described in the app. If a charge fails, you remain responsible for the amount owed, and we may suspend your account or use a payment processor to recover it.
Pro payouts
Pros are paid out through Stripe, subject to identity verification and payout conditions. BestHand may withhold, offset, or reverse payouts to address chargebacks, refunds, disputes, fraud, or violations of these Terms.
6. Cancellations, reschedules & refunds
Cancellation, reschedule, and refund rights are described in our Refund & Cancellation Policy, which is part of these Terms. Cancellations made more than 24 hours before a job’s scheduled start are fully refunded. Cancellations made within 24 hours of the scheduled start are charged one (1) hour at the dispatched Pro’s agreed hourly rate, and a visit/travel fee may also apply once a Pro has been dispatched or begun travel. Reschedules within the windows described in the app are, in many cases, free.
Refunds, where due, are issued to the original payment method. BestHand may, in its sole discretion and without admitting liability, issue credits or refunds to resolve disputes.
7. User conduct & prohibited uses
You agree not to:
- Violate any law or regulation, or infringe the rights of others;
- Circumvent the Platform to arrange or pay for services off-platform in order to avoid fees ("disintermediation");
- Provide false, misleading, or fraudulent information, or impersonate any person or entity;
- Harass, threaten, discriminate against, or harm any user, Pro, or third party;
- Post unlawful, defamatory, infringing, obscene, or deceptive content, including fake reviews;
- Introduce malware, scrape, reverse-engineer, overload, or interfere with the Platform or its security;
- Use the Platform for any illegal, unsafe, or unauthorized purpose.
We may investigate and take any action we deem appropriate, including removing content, suspending accounts, and reporting to authorities.
8. Additional terms for Pros
If you offer services as a Pro, you represent and warrant that you are legally able to perform the services, hold all licenses, permits, insurance, and registrations required by law, and will perform services in a professional, safe, and lawful manner. You are solely responsible for your taxes, tools, expenses, and compliance, and for any helpers or additional workers you bring.
You authorize BestHand and its vendors to conduct identity verification and background checks as described in our Background Check Policy. You acknowledge you are an independent contractor and not an employee, and you assume all risks of performing services. See our Independent Contractor terms.
9. Your content, reviews & feedback
You retain ownership of content you submit (photos, reviews, messages), but you grant BestHand a worldwide, non-exclusive, royalty-free, sublicensable license to host, use, reproduce, display, and distribute that content to operate, promote, and improve the Platform. You represent that you have the rights to grant this license and that your content is accurate and lawful.
Reviews must reflect a genuine experience. We may remove content that violates these Terms, but we are not obligated to monitor or store content.
10. Intellectual property
The Platform, including its software, design, text, graphics, logos, and the BestHand marks, is owned by BestHand or its licensors and protected by intellectual-property laws. We grant you a limited, revocable, non-exclusive, non-transferable license to use the Platform for its intended purpose. You may not copy, modify, distribute, sell, or create derivative works except as expressly permitted.
11. Third-party services
The Platform integrates third-party services (for example, Stripe for payments, mapping, communications, and background-check vendors). Your use of those services may be subject to their own terms, and BestHand is not responsible for third-party services or content.
12. Disclaimers
THE PLATFORM AND ALL SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.
BESTHAND DOES NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE, OR THAT ANY PRO OR CUSTOMER, OR THE QUALITY, SAFETY, OR LEGALITY OF ANY SERVICE, WILL MEET YOUR EXPECTATIONS. YOU USE THE PLATFORM AND ENGAGE WITH OTHER USERS AT YOUR OWN RISK. BestHand does not guarantee the work, conduct, or outcomes of any Pro or Customer.
13. Limitation of liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, BESTHAND AND ITS OFFICERS, DIRECTORS, EMPLOYEES, AND AGENTS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, DATA, GOODWILL, OR PROPERTY, ARISING OUT OF OR RELATING TO THE PLATFORM OR ANY SERVICES, WHETHER BASED ON WARRANTY, CONTRACT, TORT, OR ANY OTHER LEGAL THEORY, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, BESTHAND’S TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS RELATING TO THE PLATFORM WILL NOT EXCEED THE GREATER OF (A) THE TOTAL FEES BESTHAND RETAINED FROM TRANSACTIONS GIVING RISE TO THE CLAIM IN THE SIX (6) MONTHS BEFORE THE EVENT, OR (B) ONE HUNDRED U.S. DOLLARS ($100). Some jurisdictions do not allow certain limitations, so some of the above may not apply to you.
14. Indemnification
You agree to defend, indemnify, and hold harmless BestHand and its affiliates, officers, directors, employees, and agents from and against any claims, damages, liabilities, losses, and expenses (including reasonable attorneys’ fees) arising out of or related to: (a) your use of the Platform; (b) your violation of these Terms or any law; (c) your content; (d) the services you provide or receive; or (e) your interactions with any other user.
15. Assumption of risk & release
Home and local services may involve risk. To the maximum extent permitted by law, you assume all risks arising from your use of the Platform and your interactions with other users, and you release BestHand from claims, demands, and damages arising out of or related to disputes between users, the conduct or work of any Pro or Customer, or property damage or personal injury occurring in connection with services.
16. Dispute resolution — binding individual arbitration & class-action waiver
PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS. IT REQUIRES YOU AND BESTHAND TO RESOLVE DISPUTES THROUGH BINDING INDIVIDUAL ARBITRATION, AND IT WAIVES YOUR RIGHT TO A JURY TRIAL AND TO PARTICIPATE IN ANY CLASS, COLLECTIVE, OR REPRESENTATIVE ACTION.
16.1 Agreement to arbitrate
You and BestHand agree that any dispute, claim, or controversy arising out of or relating to these Terms, the Platform, any services, or your relationship with BestHand — whether based in contract, tort, statute, fraud, misrepresentation, or any other legal theory, and whether arising before, during, or after termination — will be resolved exclusively by final and binding arbitration on an individual basis, and not in a court of general jurisdiction. This agreement is governed by the Federal Arbitration Act (9 U.S.C. § 1 et seq.).
16.2 No court & no jury
Except for the limited exceptions below, you and BestHand each waive the right to sue in court and to have a trial before a judge or jury. Arbitration uses different rules than court and is subject to limited review.
16.3 Class-action & representative-action waiver
YOU AND BESTHAND AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN AN INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, COLLECTIVE, CONSOLIDATED, PRIVATE-ATTORNEY-GENERAL, OR REPRESENTATIVE PROCEEDING. The arbitrator may not consolidate more than one person’s claims and may not preside over any form of a representative or class proceeding. If this specific waiver is found unenforceable as to a particular claim, then that claim (and only that claim) shall be severed and brought in court, while all other claims remain in arbitration.
16.4 Rules, forum & costs
The arbitration will be administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules, as modified by these Terms. If the AAA is unavailable, the parties will agree on, or a court will appoint, another administrator. The arbitration will take place in Erie County, Pennsylvania, or, at your election, by telephone, video, or written submissions, or in the U.S. county where you reside. The arbitrator’s award may be entered in any court with jurisdiction. BestHand will pay arbitration filing and administrative fees to the extent required by the applicable rules or law for claims under the threshold set by those rules.
16.5 Delegation
The arbitrator, and not any court, has exclusive authority to resolve any dispute relating to the interpretation, applicability, enforceability, or formation of this arbitration agreement, including any claim that all or part of it is void or voidable — except that a court decides the enforceability of the class-action waiver in Section 16.3.
16.6 Exceptions
Either party may (a) bring an individual claim in small-claims court if it qualifies, and (b) seek injunctive or equitable relief in court to protect intellectual property or stop unauthorized access. These exceptions do not waive the rest of this Section.
16.7 30-day right to opt out
You may opt out of this arbitration agreement within thirty (30) days of first accepting these Terms by emailing contact@besthandapp.com with your name, the email/phone on your account, and a clear statement that you opt out of arbitration. Opting out will not affect any other part of these Terms. If you do not opt out within 30 days, you agree to be bound by this Section.
16.8 Survival
This Section survives termination of your account and these Terms.
17. Governing law & forum
These Terms and any dispute not subject to arbitration are governed by the laws of the Commonwealth of Pennsylvania, without regard to conflict-of-laws rules, and by applicable U.S. federal law. For any matter not subject to arbitration, you and BestHand consent to the exclusive jurisdiction and venue of the state and federal courts located in Erie County, Pennsylvania, and waive any objection to that forum.
18. Suspension & termination
You may stop using the Platform at any time. We may suspend or terminate your access at any time, with or without notice, including for violations of these Terms, risk to users, or unlawful activity. Sections that by their nature should survive termination (including Sections 9–18 and 19) will survive.
19. Changes to these Terms & to the Platform
We may modify these Terms from time to time. If we make material changes, we will provide notice (for example, by posting the updated Terms with a new "Last updated" date or by in-app or email notice). Changes are effective when posted unless stated otherwise. Your continued use of the Platform after changes take effect constitutes acceptance. We may also change, suspend, or discontinue any part of the Platform at any time.
20. General
Entire agreement
These Terms, the Privacy Policy, the Refund & Cancellation Policy, and any policies referenced here are the entire agreement between you and BestHand regarding the Platform and supersede prior agreements.
Severability & no waiver
If any provision is found unenforceable, it will be limited or severed to the minimum extent necessary, and the remaining provisions remain in effect. Our failure to enforce a provision is not a waiver.
Assignment
You may not assign these Terms without our consent. We may assign them, including in connection with a merger, acquisition, or sale of assets.
Force majeure
BestHand is not liable for failures or delays caused by events beyond its reasonable control.
Notices & contact
We may provide notices to you via the app, email, or SMS. You may contact us at contact@besthandapp.com, +1 (267) 215-1234, or by mail to BestHand US LLC, 502 W 7th St, Ste 100, Erie, PA 16502.