← Back to Home

Terms & Conditions

Last updated: February 2026

1. Service Overview

HomeApplianceCall is a service operated by NextStep Labs LLC, a Wyoming limited liability company ("Company", "we", "us"). The Platform connects homeowners seeking appliance repair services with independent service technicians ("Technicians"). The Platform provides lead generation, billing management, and scheduling tools.

2. Technician Accounts

By registering on the Platform, Technicians agree to provide accurate business information. All accounts are subject to admin approval. The Platform reserves the right to deactivate accounts that violate these terms.

3. Lead Charges & Billing

Technicians are charged per qualified lead based on the pricing set for their assigned service zones. Charges are deducted from the prepaid balance automatically. If the balance reaches zero or below, new leads will continue to be delivered but the Technician's account will carry a negative balance that must be settled before any future withdrawals or account changes.

Technicians can dispute lead charges within 7 days of delivery through the Portal dispute form. Each dispute must include a written reason explaining why the lead does not meet the qualification criteria listed in Section 5 below.

4. Payments & Refunds

Payments for balance top-ups are processed via Stripe. Refunds for disputed leads approved by admin will be credited to the Technician's platform balance. Cash refunds are handled on a case-by-case basis.

5. Lead Qualification Criteria

A lead is considered qualified and billable when ALL of the following conditions are met during the recorded phone call:

  1. Relevant service request — the caller is requesting repair or service for an appliance type that the Technician services (e.g., refrigerator, washer, dryer, dishwasher, oven, freezer, or other appliances listed in the Technician's profile).
  2. Appointment confirmed — during the conversation, a specific date and/or time window for the service visit was agreed upon by both the caller and the Technician (or the Technician's representative).
  3. Service location confirmed — the caller's location (city, address, or zip code) falls within the Technician's assigned service zone.

A lead is NOT qualified (and eligible for dispute) if any of the following apply:

  • The call is spam, robocall, or unrelated to appliance repair.
  • The caller did not answer or hung up before a conversation took place.
  • The caller requested a service type the Technician does not offer.
  • No appointment was scheduled — the caller declined service or was only inquiring about pricing without committing to a visit.
  • The caller's location is outside the Technician's service area.
  • The call is a duplicate — the same customer calling about the same issue within 48 hours of a previously charged lead.

All calls are recorded and transcribed. The call recording and transcription serve as the primary evidence for dispute resolution. The Platform administrator reviews the recording and makes a final determination.

6. Missed Calls & Lead Suspension

Technicians are expected to answer incoming calls during their registered working hours. Failure to do so may result in temporary suspension of lead distribution:

  • 2 consecutive missed calls during working hours — lead distribution to the Technician is suspended for 1 week (7 calendar days).
  • 3 or more missed calls within a 48-hour period during working hours — lead distribution is suspended for 1 week (7 calendar days).

A "missed call" is defined as an inbound call during the Technician's registered schedule that was not answered or went to voicemail. The suspension period begins immediately upon detection. The Platform administrator may lift the suspension early at their discretion.

7. Privacy

Call recordings and transcriptions are stored securely and accessible only to the assigned Technician and Platform administrators. Personal data is handled in accordance with applicable privacy laws.

8. Limitation of Liability

The Platform is not responsible for the outcome of service calls, customer satisfaction, or any disputes between Technicians and homeowners. Technicians operate as independent contractors.

9. Modifications

These terms may be updated at any time. Continued use of the Platform after changes constitutes acceptance of the revised terms.

10. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Wyoming, United States of America, without regard to its conflict of law provisions. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts located in Sheridan County, Wyoming.

11. Contact Information

If you have any questions about these Terms, please contact us at:

NextStep Labs LLC
30 N Gould St Ste R
Sheridan, WY 82801
United States
Email: contact@homeappliancecall.com