Customer Service Agreement
Customer Service Agreement
Effective Date: July 1, 2026
Website: Xtra Shift ES (“Company,” “we,” “our,” or “us”)
Customer Service Agreement
Thank you for using our platform. This Customer Service Agreement explains the level of customer support we provide to users of our contractor services and booking platform. By using our website or mobile application, you agree to the terms of this Agreement.
1. Purpose
Our platform connects customers with independent contractors and service professionals across various industries. We strive to provide reliable customer support and a positive booking experience.
2. Customer Support Availability
Customer support is available through:
● Live Chat (if available)
● Online Contact Form
● Help Center
Support requests are handled during normal business hours. Response times may vary depending on request volume.
3. Services We Provide
Our customer service team can assist with:
● Account registration and login issues
● Booking assistance
● Payment questions
● Technical support
● Platform navigation
● Reporting inappropriate behavior
● Cancellation requests
● Refund requests (when applicable)
● General questions about platform policies
4. Services We Do Not Provide
Customer Service representatives cannot:
● Guarantee contractor availability
● Supervise contractor work
● Guarantee the quality of services performed
● Resolve disputes by acting as a judge between parties
● Provide legal, financial, or professional advice
● Modify completed contracts without agreement from both parties
5. Independent Contractors
All service providers listed on the platform are independent contractors and are not employees, agents, or representatives of the Company unless specifically stated.
Contractors are solely responsible for:
● Their work quality
● Licensing
● Certifications
● Insurance
● Compliance with applicable laws
● Scheduling
● Professional conduct
6. Customer Responsibilities
Customers agree to:
● Provide accurate booking information.
● Treat contractors respectfully.
● Provide a safe work environment.
● Make payments according to platform policies.
● Report problems promptly.
● Communicate honestly and professionally.
7. Contractor Responsibilities
Contractors agree to:
● Arrive on time whenever reasonably possible.
● Perform services professionally.
● Maintain any required licenses and insurance.
● Communicate schedule changes promptly.
● Treat customers respectfully.
● Follow all applicable laws and safety standards.
8. Booking Issues
If a booking issue occurs, customers should contact Customer Service as soon as possible.
Examples include:
● Contractor no-show
● Customer no-show
● Late arrival
● Incorrect booking
● Technical errors
● Billing concerns
We will review each case and attempt to assist in resolving the issue.
9. Complaints
Customers may submit complaints regarding:
● Professional conduct
● Safety concerns
● Fraud
● Harassment
● Discrimination
● Poor communication
● Policy violations
Complaints are reviewed individually. We may request supporting documentation, photos, videos, or other evidence.
10. Refund Policy
Refund eligibility depends on:
● The circumstances of the booking
● Platform policies
● Contractor agreements
● Applicable law
Not every dispute qualifies for a refund.
If approved, refunds will generally be processed to the original payment method within a reasonable period.
11. Dispute Resolution
We encourage customers and contractors to resolve issues directly whenever possible.
If a resolution cannot be reached, our customer support team may:
● Review evidence submitted by both parties
● Facilitate communication
● Recommend an appropriate resolution
● Take action regarding platform accounts when necessary
12. Prohibited Conduct
Users may not:
● Abuse customer service representatives.
● Use threatening language.
● Submit false complaints.
● Commit fraud.
● Impersonate another individual.
● Harass contractors or customers.
● Attempt to manipulate reviews or ratings.
Violations may result in suspension or termination of platform access.
13. Communication
By creating an account, users consent to receive communications related to:
● Bookings
● Account updates
● Payment notifications
● Customer support responses
● Security alerts
● Policy updates
14. Limitation of Customer Service
While we strive to provide prompt and helpful assistance, we cannot guarantee:
● Immediate responses
● Resolution in every dispute
● Contractor performance
● Service outcomes
● Availability of any particular contractor
15. Changes to this Agreement
We reserve the right to update this Customer Service Agreement at any time. Continued use of the platform after updates constitutes acceptance of the revised Agreement.
16. Contact Us
For customer support, please contact us through the support options available on our website or mobile application.
We are committed to providing respectful, timely, and professional assistance to all users.