Our Promise to You
Your Satisfaction Guaranteed
We don’t consider a job complete until you do. Every home service is backed by our Satisfaction Guarantee — real accountability, clear process, and no excuses.
Satisfaction
Guaranteed
The Guarantee
What Our Guarantee Covers
This isn’t fine print — it’s a real commitment. If the service doesn’t meet the scope and standards agreed upon before work begins, we return to make it right.
Quality & Completion
Concerns related to whether the service was completed correctly and to professional standards fall fully under this guarantee.
Agreed Scope of Work
Any issue tied directly to the scope of work approved in your Service Assessment is covered — no debate, no pushback.
Adjustments & Corrections
If something needs to be fixed or adjusted to meet the documented expectations, we return and do it — at no additional cost.
Communication Issues
If something wasn’t clearly explained before, during, or after the service, that’s on us and will be addressed as part of your resolution.
Your Approval Required
You approve the work before we consider it complete. No job is closed out without your sign-off at the end of the visit.
Prompt Resolution
Once a valid concern is submitted within the 72-hour window, our goal is resolution — not resistance. We respond within 24 hours.
Step by Step
How the Guarantee Works
Our guarantee is built around a clear three-step process — from before work starts to after it’s done. Transparency at every stage.
1
Before
Service Assessment
Before any work begins, we conduct a detailed Service Assessment. The scope of work, pricing, and expectations are clearly defined and agreed upon by both parties. You approve everything — no surprises.
Example
“Replace leaking pipe section under kitchen sink, test for proper flow, clean work area.” — This is the agreed scope. Anything outside this is a separate quote.
2
During
Service Completion
Our certified technicians perform every service according to professional standards, safety guidelines, and the agreed scope of work. Any adjustments needed to meet expectations are addressed before the job is considered complete.
Your Sign-Off
You review the completed work on-site and approve it before the technician departs. No job is closed without your confirmation.
3
After
Post-Service Evaluation
After completion, NorTech conducts a Post-Service Evaluation to verify that work was completed as outlined and is functioning as intended. You then receive a Customer Satisfaction Form to review within 72 hours.
72-Hour Window
Use the service under normal conditions. Test it. If anything isn’t right within scope, submit the form — we’ll make it right.
Review Period
The 72-Hour Satisfaction Window
We give you real time to evaluate the work — not just a quick glance before the technician drives away. Use it, test it, then let us know.
72 Hours Includes Weekends & Holidays
The 72-hour review period runs on calendar hours — not business hours. If you’re traveling or have special circumstances before the period expires, contact us and we’ll discuss an extension. We’re reasonable about genuine situations. If no feedback is received within the window, the service is considered accepted and complete.
Fair Use Policy
Guarantee Guidelines
To ensure fairness for all customers and technicians, the following guidelines govern how the Satisfaction Guarantee works. These keep the process clear, consistent, and honest.
72-Hour Submission Deadline
All feedback must be submitted within 72 calendar hours of service completion using the official Customer Satisfaction Form. Submissions after this window are not eligible under the guarantee.
Scope of Work Limitation
All concerns must relate directly to the original scope of work approved in the Service Assessment. Requests for upgrades, additional tasks, or changes outside the agreed service require a separate quote.
Authorized Follow-Up Only
Any follow-up visits, corrections, or adjustments must be scheduled through NorTech. Services performed by third parties after the original visit are not eligible under this guarantee.
Acceptance by Non-Response
If no feedback is received within the 72-hour review period, the service is considered completed, accepted, and satisfactory. The guarantee cannot be invoked retroactively after this window closes.
72 Hours Restarts After Correction
If a correction visit is completed under the guarantee, the 72-hour review window restarts from the moment that follow-up service is finished. You get a fresh window to verify the resolution.
Correction, Not Refund
The Satisfaction Guarantee provides service correction — returning to address the issue and make it right. Monetary refunds fall under our separate Refund Policy. Contact support for refund-related inquiries.
Coverage Details
Service Eligibility & Exclusions
Not all services fall under the Satisfaction Guarantee. Here’s a clear breakdown of what’s covered and what’s handled differently.
Covered Services
- All home services booked through NorTech
- Interior & exterior cleaning
- Plumbing, electrical, HVAC work
- Painting & surface work
- Handyman & general repairs
- Lawn care & exterior services
- Pool services
- Appliance services
- Select automotive services (see exclusions)
Automotive Exclusions
- Automotive mechanical repairs
- Routine maintenance services
- Roadside assistance
- Vehicle-related diagnostic services
- Any vehicle repair requiring a warranty claim
Automotive repair/maintenance services operate under a separate quality assurance process and are not eligible for the Satisfaction Guarantee.
Emergency Service Exclusion
- All emergency dispatch services
- Urgent-response protocol visits
- After-hours emergency calls
Emergency services prioritize immediate safety and assistance over satisfaction-based adjustments. Quality concerns from emergency visits are handled through Customer Support.
Separate Labor Warranty Available
The Satisfaction Guarantee covers immediate scope issues after your service. For workmanship defects that emerge over time, NorTech’s separate 1-Year Labor Warranty provides extended coverage. Learn more about the Labor Warranty →
Why It Matters
Your Satisfaction Drives Everything
When you choose NorTech, you’re not just hiring a service — you’re partnering with a team that genuinely cares. Quality, reliability, and peace of mind are the foundation.
Peace of Mind
Every home service is backed by our guarantee. Book knowing that if something isn’t right, we have a clear, fair process to make it right.
Thorough Evaluations
Pre- and post-service evaluations ensure clarity at every step — no ambiguity about what was agreed, what was done, and whether it’s complete.
Prompt Resolutions
If we don’t meet your expectations within the agreed scope, we respond within 24 hours and return to address it — no delays, no excuses.
Exceptional Quality
Certified professionals dedicated to delivering excellence — not just completing a task, but delivering a result you’re genuinely satisfied with.
Customer Focus
Your feedback drives how we improve. Every response shapes our standards, training, and the quality of every visit that comes after yours.
Real Accountability
We stand behind every service we perform. Accountability isn’t a policy buzzword here — it’s what we built this guarantee around.
Common Questions
Satisfaction Guarantee FAQs
Everything you need to know about how the guarantee works in practice.
What if I’m traveling and can’t review the work within 72 hours?
Contact us before the period expires to discuss an extension. We’re reasonable about genuine special circumstances — just reach out before the window closes, not after.
Can I get a refund instead of a correction visit?
The Satisfaction Guarantee provides service correction — we return and make it right. Monetary refunds are handled under our separate Refund Policy. Submit a support ticket to discuss refund eligibility.
Does the 72-hour window restart after a correction?
Yes — you receive a fresh 72-hour window from the moment any correction visit is completed. This gives you adequate time to verify the issue has been fully resolved.
How is this different from the 1-Year Labor Warranty?
The Satisfaction Guarantee covers immediate quality concerns tied to the original scope, submitted within 72 hours. The Labor Warranty covers workmanship defects that emerge over the following 12 months. Both are separate and can apply independently.
What if the service was fine but the technician was unprofessional?
Report it via the Customer Satisfaction Form or directly through a support ticket. Professionalism isn’t covered as a scope issue, but we take it extremely seriously and it will be addressed with the technician’s account.
How quickly will you respond to my satisfaction claim?
Typically within 24 hours during business days. Urgent issues are prioritized. You’ll receive confirmation that your submission was received, followed by a response outlining next steps.
Does the guarantee apply to recurring subscription services?
Yes — each individual visit under a recurring plan is evaluated independently. If a specific visit’s work doesn’t meet the agreed standard, that visit is eligible for the 72-hour guarantee window.
What happens on holidays — does the 72 hours still count?
Yes, the 72-hour period runs in calendar hours including weekends and holidays. Claims submitted during off-hours are processed on the next business day, but the submission timestamp is what counts for eligibility.
