Table Of Contents
  1. USER TERMS & CONDITIONS
  2. 1. DEFINITIONS, INTERPRETATION & ACCEPTANCE
  3. 2. SERVICE CATALOG, SCOPE OF WORK & SERVICE LIMITATIONS
  4. 3. DISPATCH & SERVICE COORDINATION
  5. 4. OPERATIONAL HOURS, SERVICE WINDOWS & AVAILABILITY RULES
  6. 5. 24/7 SUPPORT & TICKET SYSTEM
  7. 6. GEOGRAPHIC COVERAGE, SERVICE AVAILABILITY & REGIONAL LIMITATIONS
  8. 7. BOOKING, SCHEDULING, CANCELLATION & RESCHEDULING
  9. 8. PRICING, ESTIMATES, PAYMENT TERMS & FINANCIAL POLICIES
  10. 9. BUY NOW, PAY LATER (BNPL) PAYMENT OPTIONS
  11. 11. SERVICE DELIVERY EXPECTATIONS & PERFORMANCE STANDARDS
  12. 12. MATERIALS, TOOLS, EQUIPMENT & PROCUREMENT POLICIES
  13. 13. COMMUNICATION STANDARDS, AUTHORIZED CHANNELS & PROHIBITED CONDUCT
  14. 14. TECHNICIAN POLICIES, PROFESSIONAL STANDARDS & PERFORMANCE REQUIREMENTS
  15. 15. NORTECH 1-YEAR LABOR WARRANTY
  16. 16. SERVICE ASSESSMENT & SATISFACTION GUARANTEE
  17. 17. PRIVACY & DATA SECURITY POLICY
  18. 18. LIMITATION OF LIABILITY
  19. 19. INDEMNIFICATION
  20. 20. INTELLECTUAL PROPERTY
  21. 21. DISPUTE RESOLUTION & GOVERNING LAW
  22. 22. TERMINATION OF SERVICES
  23. 23. FORCE MAJEURE
  24. 24. MISCELLANEOUS PROVISIONS
  25. 25. DEFINITIONS
  26. 26. FINAL PROVISIONS

USER TERMS & CONDITIONS

NorTech Services is committed to delivering high-quality solutions across home services, automotive care, and emergency assistance. By using our platform, you acknowledge and agree to the terms outlined in this agreement, which establish clear guidelines on service usage, payments, cancellations, liability, and customer responsibilities.

This agreement also defines privacy protections, dispute resolution procedures, and compliance with industry regulations, ensuring fairness, security, and transparency in all interactions. NorTech reserves the right to update these terms as necessary to align with legal requirements, operational improvements, and evolving customer needs.

By proceeding with NorTech’s services, you confirm that you have read, understood, and accepted these terms, and you agree to adhere to the policies governing service engagements, provider interactions, and financial transactions. Please review these terms carefully to ensure a smooth, secure, and efficient experience with NorTech.

1. DEFINITIONS, INTERPRETATION & ACCEPTANCE

1.1 Definitions

For purposes of these Terms & Conditions (“Terms”), the following definitions apply. These definitions are intentionally broad, comprehensive, and designed to ensure clarity, enforceability, and consistency across all jurisdictions in which NorTech conducts business, whether directly or through authorized partners.

1.1.1 “NorTech”

Refers to NorTech Services, LLC, a Delaware‑registered limited liability company, including:

  • Its parent companies and holding entities
  • Subsidiaries and affiliated companies
  • All officers, directors, managers, and members
  • Employees, agents, and authorized representatives
  • Subcontractors, independent contractors, and network partners
  • Successors, assigns, and any entity acting on NorTech’s behalf

This definition applies regardless of whether the individual or entity is performing administrative, operational, advisory, or field‑service functions.

1.1.2 “Customer”

Refers to any individual or entity that:

  • Requests, schedules, purchases, or receives services from NorTech
  • Signs, approves, or electronically accepts a Work Order, Estimate, invoice, or service agreement
  • Permits NorTech personnel to enter a property, vehicle, or job site
  • Communicates with NorTech through any channel (phone, email, portal, SMS, website, or third‑party platform)
  • Benefits from services performed, whether or not they are the paying party

This definition includes property owners, tenants, managers, landlords, fleet operators, HOAs, real estate agents, brokers, and any party acting on behalf of another.

1.1.3 “Services”

Refers to all services listed in Sections 2–30 and any additional services NorTech performs, including but not limited to:

  • Residential and commercial home services
  • Automotive, fleet, and mobile repair services
  • Installations, repairs, diagnostics, and inspections
  • Emergency, urgent, and after‑hours services
  • Cleaning, maintenance, and specialty services
  • Technical, consulting, or advisory services
  • Any service performed under the NorTech brand or by a NorTech‑approved technician

This definition automatically includes future services added to NorTech’s catalog unless expressly excluded in writing.

1.1.4 “Technician”

Refers to any individual or entity assigned by NorTech to perform or assist with services, including:

  • Independent contractors
  • Subcontractors and trade partners
  • Network or affiliate technicians
  • Specialists, inspectors, or consultants

All technicians must meet NorTech’s credentialing, insurance, safety, and conduct requirements. NorTech may replace or reassign technicians at its sole discretion.

1.1.5 “Work Order”

A written or electronic document issued by NorTech that outlines the specific service engagement, including:

  • Scope of work and service description
  • Pricing, labor rates, and material costs
  • Required materials or equipment
  • Estimated timelines and scheduling details
  • Service limitations, exclusions, and disclaimers
  • Customer responsibilities and access requirements
  • Warranty terms, if applicable

The Work Order governs the specific job and is incorporated into these Terms by reference.

1.1.6 “Estimate”

A non‑binding preliminary cost projection based on information provided by the Customer. An Estimate:

  • Is not a guaranteed or fixed price
  • May change based on site conditions, diagnostics, or additional findings
  • Does not obligate NorTech to perform work
  • Does not obligate the Customer to proceed unless accepted in writing

Only written statements explicitly labeled as “Fixed Price,” “Flat Rate,” or “Guaranteed Price” are binding.

1.1.7 “Site” or “Job Site”

Any physical or mobile location where services are performed, including:

  • Residential homes, apartments, and rental units
  • Commercial buildings, offices, and industrial facilities
  • Vehicles, fleets, and mobile equipment
  • Parking lots, garages, and storage areas
  • Public, private, or restricted‑access spaces
  • Remote, rural, or off‑grid locations

The Customer is responsible for ensuring safe access to the Site.

1.1.8 “Materials”

All parts, components, consumables, equipment, hardware, tools, and supplies used in the performance of services, whether:

  • Provided by NorTech
  • Purchased on behalf of the Customer
  • Installed temporarily or permanently

Materials may be new, refurbished, or equivalent‑grade replacements unless otherwise specified.

1.1.9 “Customer‑Supplied Materials”

Any materials, parts, or equipment provided by the Customer for use in the service. NorTech:

  • Provides no warranty for Customer‑supplied materials
  • Is not responsible for defects, failures, or incompatibility
  • May refuse to install Customer‑supplied materials at its discretion
  • May charge additional labor or diagnostic fees if such materials cause delays or failures

1.1.10 “Force Majeure Event”

Any event beyond NorTech’s reasonable control, including:

  • Natural disasters, extreme weather, or environmental hazards
  • Acts of war, terrorism, or civil unrest
  • Government restrictions, regulatory changes, or permit delays
  • Labor shortages, strikes, or workforce disruptions
  • Supply chain interruptions or material shortages
  • Utility outages or infrastructure failures
  • Epidemics, pandemics, or public‑health restrictions

NorTech is not liable for delays or failures caused by such events.

1.1.11 “Confidential Information”

Any non‑public information disclosed by either party, including:

  • Business, financial, or operational data
  • Personal information or contact details
  • Technical data, service records, or system information
  • Pricing, quotes, or proprietary processes
  • Any information marked or reasonably understood as confidential

Confidential Information does not include information that is publicly available or independently obtained.

1.1.12 “Digital Acceptance”

Any form of electronic consent, including:

  • Clicking “Accept,” “Approve,” or similar prompts
  • Submitting a digital or electronic signature
  • Approving a Work Order, Estimate, or invoice online
  • Sending written confirmation via email, SMS, or customer portal

Digital acceptance is legally binding under the U.S. E‑SIGN Act and the Delaware Uniform Electronic Transactions Act (UETA).

1.2 Interpretation

Unless otherwise stated:

  • Headings are for convenience only and do not affect interpretation.
  • Singular includes plural, and plural includes singular.
  • “Including” means “including without limitation.”
  • “Shall” indicates a mandatory obligation.
  • “May” indicates a discretionary right.
  • References to laws include amendments and successor statutes.
  • References to written communication include electronic formats.

Document hierarchy: If a conflict exists, the following order of precedence applies:

  1. Signed Work Order
  2. These Terms
  3. Supplemental schedules, policies, or service‑specific addenda
  4. Estimates, proposals, or informal communications

1.3 Acceptance of Terms

You acknowledge and agree to be bound by these Terms when you:

  • Request, schedule, or authorize any service
  • Sign or electronically accept a Work Order or Estimate
  • Allow a technician to enter your property, vehicle, or job site
  • Pay a deposit, invoice, or service fee
  • Use NorTech’s website, portal, or communication channels
  • Receive any service, whether paid, unpaid, or warranty‑related

Acceptance is effective immediately and applies to all current and future services.

1.4 Authority to Bind

If you act on behalf of a business, property owner, tenant, fleet, or organization, you represent and warrant that:

  • You have full legal authority to bind the entity
  • You are authorized to approve work, pricing, and access
  • You accept financial responsibility for all services performed
  • You will communicate any limitations of authority in writing

NorTech may rely on your representation without further verification.

1.5 Modifications to Terms

NorTech may update or modify these Terms at any time. Modifications will be:

  • Posted on NorTech’s website
  • Emailed to existing customers at least 30 days before taking effect
  • Automatically applied to all future services after the effective date

Continued use of services constitutes acceptance of the updated Terms.

1.6 Nationwide Applicability

Although NorTech is a Delaware‑based company, these Terms apply uniformly across all 50 states and the District of Columbia. Where state‑specific laws impose additional requirements, those requirements are incorporated by reference and apply only to the extent required.

1.7 Severability of Local Regulations

If any local, state, or federal regulation conflicts with these Terms:

  • The regulation prevails only to the extent of the conflict
  • All remaining provisions remain valid and enforceable
  • The conflicting provision is modified only as necessary to comply with law

1.8 Survival of Key Provisions

The following provisions survive termination, cancellation, or completion of services:

  • Payment obligations
  • Indemnification
  • Limitation of liability
  • Confidentiality
  • Intellectual property rights
  • Warranty limitations
  • Dispute resolution
  • Governing law and venue

1.9 No Oral Modifications

No verbal statement, promise, or representation made by any technician, employee, or representative modifies these Terms unless:

  • It is in writing
  • Signed by an authorized NorTech officer
  • Explicitly states that it supersedes these Terms

1.10 Customer Acknowledgment

By accepting these Terms, you acknowledge that:

  • You have read and understand the Terms
  • You have had the opportunity to ask questions or seek clarification
  • You agree to be legally bound
  • You understand that this is a legally enforceable contract
  • You are not relying on any statements not contained in these Terms or the Work Order

2. SERVICE CATALOG, SCOPE OF WORK & SERVICE LIMITATIONS

2.1 General Scope of Services

NorTech Services, LLC (“NorTech”) operates a nationwide, multi‑disciplinary service platform that coordinates, dispatches, and connects customers with a network of vetted, licensed, insured, and credentialed professionals (“Technicians”). NorTech provides residential, commercial, industrial, and automotive services through a hybrid model consisting of independent contractors, subcontractors, and authorized network partners.

NorTech’s role includes:

  • Scheduling, dispatching, and coordinating service appointments
  • Providing customer support, billing, and administrative functions
  • Ensuring technicians meet NorTech’s credentialing and conduct standards
  • Managing quality control, compliance, and service documentation
  • Providing or sourcing materials, equipment, and specialty tools

The Services include, but are not limited to, the categories listed below. Each category may include multiple sub‑services, variants, and specialized procedures. NorTech may modify, expand, or discontinue any service category at any time without prior notice, except where prohibited by law or an active Work Order.

2.2 Comprehensive Service Categories

Each category below includes expanded examples, clarifications, and legal boundaries. These examples are illustrative and not exhaustive.

2.2.1 Appliance Services

Includes installation, repair, diagnostics, and maintenance of:

  • Refrigerators, freezers, ice makers
  • Ovens, stoves, cooktops, ranges
  • Dishwashers, microwaves, garbage disposals
  • Washers, dryers, laundry centers
  • Water heaters (tank and tankless)
  • Specialty appliances (wine coolers, smart appliances, built‑ins, etc.)

Additional Inclusions:

  • Venting, gas line connection, and water line hookup (where permitted)
  • Appliance leveling, calibration, and performance testing
  • Removal and disposal of old appliances (if requested and permitted)

Limitations:

  • Manufacturer warranties may be voided if Customer requests non‑OEM parts.
  • NorTech is not responsible for pre‑existing electrical, plumbing, gas, or venting deficiencies.
  • Customer‑supplied parts void all labor warranties.
  • Built‑in or custom cabinetry modifications may require additional charges.

2.2.2 Automotive Cosmetic Services

Includes non‑mechanical cosmetic work such as:

  • Paint correction, polishing, buffing
  • Dent removal (PDR and conventional)
  • Vinyl wraps, decals, striping
  • Headlight restoration
  • Ceramic coatings and protective films

Additional Inclusions:

  • Overspray removal
  • Trim restoration
  • Wheel polishing and cosmetic refinishing

Limitations:

  • Cosmetic services do not address structural, mechanical, or safety‑related defects.
  • Results may vary based on vehicle age, paint condition, oxidation, and prior repairs.
  • Color matching is not guaranteed for older or sun‑damaged finishes.

2.2.3 Automotive Maintenance Services

Includes routine maintenance such as:

  • Oil changes, filter replacements
  • Brake inspections, pad replacements
  • Fluid checks, flushes, and top‑offs
  • Tire rotations, balancing, pressure adjustments
  • Battery testing and replacement

Additional Inclusions:

  • Wiper blade replacement
  • Cabin and engine air filter replacement
  • Basic safety inspections

Limitations:

  • NorTech does not guarantee compatibility of Customer‑supplied fluids or parts.
  • Some services require a flat, safe, and accessible work area.
  • Severe weather may delay mobile automotive services.

2.2.4 Automotive Repair Services

Includes mechanical and electrical repairs such as:

  • Engine diagnostics, sensor replacement
  • Brake system repairs
  • Suspension and steering repairs
  • Transmission service (non‑rebuild)
  • Alternator, starter, and charging system repairs

Additional Inclusions:

  • Fuse and relay replacement
  • Cooling system repairs
  • Fuel system diagnostics

Limitations:

  • Major engine or transmission rebuilds may require shop‑based service.
  • NorTech is not liable for hidden defects discovered during repair.
  • Diagnostic fees are non‑refundable, even if repairs are declined.

2.2.5 Automotive Wash & Detail Services

Includes:

  • Exterior wash, clay bar, waxing
  • Interior vacuuming, shampooing, stain removal
  • Odor treatment, sanitization
  • Full‑detail packages

Additional Inclusions:

  • Pet hair removal (additional fees may apply)
  • Engine bay cleaning (where safe and permitted)

Limitations:

  • Stain removal results are not guaranteed.
  • Water access may be required unless mobile equipment is used.
  • Excessive dirt, biohazards, or infestation may incur additional charges.

2.2.6 Home Improvement Services

Includes:

  • Renovations, remodels, additions
  • Custom carpentry, framing, drywall
  • Flooring installation and repair
  • Kitchen and bathroom upgrades
  • Cabinetry, countertops, tile work

Additional Inclusions:

  • Permit coordination (if agreed in writing)
  • Material sourcing and delivery
  • Design‑assist services (non‑architectural)

Limitations:

  • Permits may be required; Customer is responsible unless otherwise agreed.
  • Structural modifications require engineering approval.
  • Hidden conditions (rot, mold, pests, code violations) may require change orders.

2.2.7 Demolition Services

Includes:

  • Residential and commercial interior demolition
  • Debris removal, site clearing
  • Non‑structural tear‑outs

Additional Inclusions:

  • Dumpster rental coordination
  • Salvage and material separation (if requested)

Limitations:

  • Hazardous materials (asbestos, lead, mold) require specialized remediation.
  • Customer must disclose known hazards.
  • Structural demolition requires engineering review.

2.2.8 Electrical Services

Includes:

  • Troubleshooting, wiring repairs
  • Panel upgrades, breaker replacement
  • Lighting installation
  • Outlet, switch, and fixture installation

Additional Inclusions:

  • EV charger installation
  • Smart home device wiring
  • Surge protection systems

Limitations:

  • Work must comply with NEC and local codes.
  • Power shutoff may be required.
  • Some services require utility coordination.

2.2.9 Emergency Automotive & Home Services

Includes:

  • Lockouts
  • Vehicle breakdown assistance
  • Burst pipes, severe leaks
  • HVAC failures
  • Electrical hazards

Additional Inclusions:

  • Temporary repairs or stabilization
  • Safety assessments

Limitations:

  • Emergency services are billed at premium rates.
  • Warranty coverage is excluded.
  • Response times are not guaranteed.

2.2.10 Exterior Cleaning Services

Includes:

  • Power washing
  • Roof cleaning
  • Gutter cleaning
  • Surface sanitization

Additional Inclusions:

  • Soft‑wash treatments
  • Mold and algae removal (non‑hazardous)

Limitations:

  • High‑pressure cleaning may not be suitable for all surfaces.
  • NorTech is not liable for pre‑existing damage or loose materials.

2.2.11 Exterior Installation Services

Includes:

  • Siding, windows, doors
  • Awnings, shutters
  • Exterior fixtures

Additional Inclusions:

  • Weatherproofing and sealing
  • Trim and flashing installation

Limitations:

  • Weather conditions may delay installation.
  • Customer must ensure HOA compliance.

2.2.12 Exterior Painting Services

Includes:

  • Garages, fences, decks, pergolas
  • Exterior trim and siding

Additional Inclusions:

  • Surface preparation
  • Primer application
  • Staining and sealing

Limitations:

  • Paint adhesion depends on surface condition.
  • Weather delays may occur.

2.2.13 Exterior Repair Services

Includes:

  • Fence repair
  • Deck repair
  • Siding repair
  • Structural patching

Limitations:

  • Hidden rot or structural issues may require additional work.
  • Color matching for older materials is not guaranteed.

2.2.14 Handyman Services

Includes:

  • Minor repairs
  • Fixture installation
  • General maintenance
  • Assembly services

Limitations:

  • Complex electrical, plumbing, or structural work may require licensed specialists.
  • Handyman services are limited to non‑permit work unless otherwise stated.

2.2.15 HVAC Services

Includes:

  • Heating and cooling repairs
  • System tune‑ups
  • Ventilation services
  • Emergency HVAC repair

Additional Inclusions:

  • Thermostat installation
  • Duct cleaning (where permitted)

Limitations:

  • Refrigerant handling requires EPA‑certified technicians.
  • Older systems may require full replacement.
  • Seasonal demand may affect scheduling.

2.2.16 Interior Cleaning Services

Includes:

  • Deep cleaning
  • Sanitization
  • Stain removal
  • Move‑in/move‑out cleaning

Additional Inclusions:

  • Appliance interior cleaning
  • Odor neutralization

Limitations:

  • Stain removal results vary.
  • Biohazard cleanup requires specialized service.

2.2.17 Interior Installation Services

Includes:

  • Doors, cabinetry, shelving
  • Fixtures, hardware
  • Built‑ins

Additional Inclusions:

  • Custom carpentry
  • Trim and molding installation

Limitations:

  • Customer must ensure accurate measurements unless NorTech performs them.
  • Structural modifications require approval.

2.2.18 Interior Painting Services

Includes:

  • Walls, ceilings, trim
  • Cabinet painting
  • Specialty finishes

Additional Inclusions:

  • Surface preparation
  • Wallpaper removal

Limitations:

  • Drying times vary by humidity and temperature.
  • Color matching for older paint is not guaranteed.

2.2.19 Interior Repair Services

Includes:

  • Wall patching
  • Flooring repair
  • Cabinet restoration

Additional Inclusions:

  • Door alignment
  • Trim repair

Limitations:

  • Color matching is not guaranteed for older materials.
  • Hidden damage may require additional work.

2.2.20 Junk Removal Services

Includes:

  • Furniture, appliances
  • Yard debris
  • Construction waste

Additional Inclusions:

  • Light demolition debris
  • Donation drop‑off (if requested)

Limitations:

  • Hazardous waste is excluded unless specifically arranged.
  • Weight limits may apply.

2.2.21 Lawn Care Services

Includes:

  • Mowing, edging
  • Fertilization
  • Weed control

Additional Inclusions:

  • Seasonal cleanup
  • Mulching

Limitations:

  • Weather may affect scheduling.
  • Chemical treatments require Customer consent.

2.2.22 Plumbing Services

Includes:

  • Leak repair
  • Clog removal
  • Fixture replacement
  • Water heater service

Additional Inclusions:

  • Pipe thawing
  • Pressure testing

Limitations:

  • Sewer line issues may require camera inspection.
  • NorTech is not responsible for pipe failures caused by age or corrosion.

2.2.23 Pool Services

Includes:

  • Cleaning
  • Chemical balancing
  • Pump/filter repair

Additional Inclusions:

  • Seasonal opening/closing
  • Equipment installation

Limitations:

  • Weather may delay service.
  • Customer must maintain proper water levels.

2.2.24 Routine Inspections

Includes:

  • Home system checks
  • Vehicle inspections
  • Equipment assessments

Additional Inclusions:

  • Preventive maintenance recommendations
  • Written reports (if requested)

Limitations:

  • Inspections do not guarantee future performance.
  • Hidden defects may not be detectable.

2.2.25 Service Bundles

Includes:

  • Multi‑service packages
  • Seasonal bundles
  • Discounted combined services

Limitations:

  • Bundles may have restricted scheduling windows.
  • Substitutions may not be permitted.
  • Discounts apply only to listed services.

2.3 Service Exclusions

NorTech does not provide:

  • Asbestos, mold, or lead remediation
  • Major structural engineering or architectural design
  • Medical or life‑safety services
  • Locksmithing requiring restricted tools or certifications
  • Services prohibited by state or federal law
  • Wildlife removal requiring trapping permits
  • Firearms‑related services
  • Hazardous waste transport unless specifically contracted

2.4 Right to Refuse Service

NorTech may refuse, suspend, or discontinue service if:

  • Conditions are unsafe or unsanitary
  • Customer is abusive, threatening, or hostile
  • Illegal activity is suspected or observed
  • Access is denied or restricted
  • Payment history indicates risk
  • The requested service violates law, code, or safety standards

NorTech is not liable for any damages resulting from refusal of service.

2.5 Changes to Service Scope

Any change to the scope of work requires:

  • Written approval from the Customer
  • Updated pricing
  • Updated timeline
  • Updated Work Order

Technicians are prohibited from performing unauthorized work. Unauthorized work is not covered by any warranty and may result in additional charges or termination of service.

3. DISPATCH & SERVICE COORDINATION

This Section governs all dispatch, scheduling, routing, and service‑coordination activities performed by NorTech Services, LLC (“NorTech”). These provisions ensure clarity, operational consistency, and fairness in the allocation of technician resources across all service categories, membership tiers, and geographic regions.

Dispatch operations are managed exclusively by NorTech’s internal teams and are subject to the limitations, prioritization rules, and customer obligations outlined below.

3.1 Dispatch Oversight

3.1.1 Internal Operations Control 

All dispatch functions are managed solely by NorTech’s internal operations team. This includes:

  • Technician assignment
  • Job sequencing
  • Routing and geographic optimization
  • Scheduling logistics
  • Customer communication related to dispatch

This centralized oversight ensures accuracy, accountability, and compliance with NorTech’s service protocols.

3.1.2 No Third‑Party Dispatching 

Technicians, subcontractors, or external parties may not independently schedule, modify, or coordinate service appointments.

3.2 Customer Contact & Appointment Confirmation

3.2.1 Communication Methods 

Customers may receive:

  • Phone calls
  • Emails
  • Text messages
  • Portal notifications

to confirm:

  • Service dates
  • Access instructions
  • Special requirements
  • Arrival windows

3.2.2 Confirmation Timeline 

Confirmation communications are typically sent at least 48 hours before the scheduled visit, when possible, with follow‑up reminders as needed.

3.2.3 Failure to Confirm

 If the Customer does not confirm:

  • The appointment may be delayed or rescheduled
  • Priority may be reduced during high‑volume periods
  • The Customer may lose access to preferred time windows

3.3 Scheduling Logic & Prioritization

Dispatch priority is determined by a combination of:

  • Membership tier (VIP, Premium, Basic, Non‑Member)
  • Urgency level (emergency, high‑impact repairs, time‑sensitive inspections)
  • Technician specialization and certification
  • Geographic proximity and routing efficiency
  • Material availability
  • Safety considerations

3.3.1 Membership Priority 

Higher‑tier members receive:

  • Concierge‑level coordination
  • Preferred appointment windows
  • Faster rescheduling
  • Priority during high‑demand periods

3.3.2 Operational Discretion 

NorTech may adjust scheduling logic at its sole discretion to ensure safety, efficiency, and equitable resource allocation.

3.4 Special Accommodations

NorTech may offer adjusted service windows, alternate technician assignments, or custom dispatch logic for:

  • Restricted‑access properties (gated communities, commercial buildings)
  • Customers with medical, mobility, or accessibility needs
  • Weather‑related delays or rescheduling
  • Properties requiring special tools or safety protocols

All accommodations must be communicated in advance to ensure proper routing and technician preparedness.

3.5 Same‑Day Dispatch

3.5.1 Availability 

NorTech Home Essentials offers Same‑Day Dispatch for select services, subject to:

  • Technician availability
  • Geographic feasibility
  • Urgency level
  • Service category eligibility

3.5.2 Eligibility Criteria

Requests must:

  • Be received before 10:00 AM for regular services, NO cut off time for emergencies.
  • Fall within approved rapid‑response categories (e.g., emergency plumbing, urgent diagnostics)
  • Be located within a designated service zone compatible with current routing

3.5.3 Limitations & Disclaimers

  • Same‑day appointments are not guaranteed
  • Confirmation occurs only after scheduling validation
  • Customer must ensure site access and readiness
  • VIP and Premium members may receive priority

3.5.4 Fees & Conditions

  • A Same‑Day Dispatch Fee may apply
  • Fees may be waived for qualifying membership tiers
  • NorTech may reschedule or adjust priority due to emergencies or unforeseen events

3.6 Arrival & Service Windows

3.6.1 Target Arrival Windows

NorTech provides an estimated arrival window based on:

  • Routing conditions
  • Technician availability
  • Job duration forecasting

Arrival windows are communicated during booking and typically expressed as a range (e.g., 10:00 AM – 12:00 PM).

3.6.2 Customer Availability

Customers must be available throughout the arrival window unless alternate arrangements are approved by NorTech dispatch.

3.6.3 Delays & Variability

Arrival times may be impacted by:

  • Traffic or detours
  • Extended prior appointments
  • Emergency rerouting
  • Weather conditions
  • Local access restrictions

NorTech will notify the Customer of delays via text, email, or call. Precise arrival times are not guaranteed.

3.7 Access Requirements & Site Readiness

To ensure smooth service delivery, the Customer must:

  • Provide clear access to the property and work area
  • Secure pets, hazards, or obstructions
  • Be present or designate an authorized contact
  • Disclose special access instructions (gate codes, concierge protocols, etc.)
  • Prepare the site according to NorTech’s instructions

Failure to meet these requirements may result in:

  • Rescheduling
  • Additional fees
  • Incomplete service

3.8 Technician Conduct & Responsibilities

3.8.1 Service Delivery Role

Technicians are dispatched solely to perform:

  • On‑site service execution
  • Tasks defined in the Work Order
  • Documentation of completed work

3.8.2 Limitations of Authority

Technicians may not:

  • Provide pricing or quotes
  • Collect payments
  • Modify schedules
  • Approve cancellations or rescheduling
  • Perform upgrades or off‑scope tasks
  • Negotiate terms or warranties

All such requests must be directed to NorTech Customer Support.

3.8.3 Professionalism & Code of Conduct

Technicians must:

  • Arrive in uniform with proper tools and credentials
  • Maintain professional behavior
  • Protect Customer property
  • Follow safety protocols
  • Clean the work area upon completion
  • Document service results and site conditions

3.8.4 Feedback & Post‑Service Communication

Customers may submit feedback through:

  • The Customer Portal
  • Dispatch communication channels
  • NorTech Customer Support

Concerns are reviewed by NorTech’s supervisory team for quality assurance.

3.9 Rescheduling & Cancellations

3.9.1 Standard Scheduling Adjustments

Customers must provide at least 24 hours’ notice to reschedule or cancel.

Failure to provide timely notice may result in:

  • Cancellation fees
  • Loss of promotional incentives
  • Reduced scheduling priority

3.9.2 Missed Access or No‑Shows

A rescheduling charge may apply if technicians cannot access the property due to:

  • Customer absence
  • Locked or restricted entry
  • Unprepared site conditions

Repeated no‑shows may result in account suspension.

3.9.3 Emergency Dispatch Flexibility

Emergency appointments may be modified based on:

  • Technician location
  • Real‑time routing
  • Active emergencies in the region

Customers will be notified promptly of any changes.

3.9.4 Full Policy Reference

Additional details are available in NorTech’s Rescheduling & Cancellations Policy on the website and Customer Portal.

3.10 Liability & Access Requirements

3.10.1 Service Environment Expectations

Customers must ensure:

  • Unlocked entry points
  • Clear pathways
  • Safe, hazard‑free workspaces
  • Adequate lighting and ventilation
  • Compliance with local codes

3.10.2 Non‑Performance Conditions

NorTech is not liable for delays or incomplete service caused by:

  • Restricted access
  • Unsafe conditions
  • Incorrect or missing instructions
  • Lack of on‑site contact

3.10.3 Customer Preparation Requirements

Customers must:

  • Be present or designate a point‑of‑contact
  • Provide accurate access instructions
  • Remove fragile or obstructive items
  • Secure pets

3.10.4 Liability Limitations

NorTech is not responsible for:

  • Damages caused by undisclosed hazards
  • Injuries resulting from unsafe site conditions
  • Service disruptions caused by Customer negligence

3.11 VIP Dispatch Benefits

3.11.1 Priority Coordination

VIP members receive:

  • Concierge‑level dispatch assistance
  • Expedited technician assignment
  • Reserved appointment windows
  • Reduced wait times
  • Priority during peak demand

3.11.2 White‑Glove Follow‑Up

After service, NorTech may:

  • Confirm task completion
  • Collect feedback
  • Schedule follow‑ups
  • Update the Member Portal with documentation

3.11.3 Exclusive Access Enhancements

VIP members may also receive:

  • Early access to technician routes
  • Real‑time dispatch visibility (where supported)
  • Custom reminders and auto‑rescheduling
  • Escalation priority for urgent issues

4. OPERATIONAL HOURS, SERVICE WINDOWS & AVAILABILITY RULES

4.1 Standard Operational Hours

NorTech maintains structured operational hours to ensure consistent service delivery, efficient technician coordination, and responsive customer support. All hours referenced below are based on the Customer’s local time zone, unless otherwise stated. NorTech may adjust operational hours during peak seasons, emergencies, or regional demand fluctuations.

4.1.1 Dispatch & Scheduling Department

Hours of Operation: Monday–Friday: 9:00 AM – 5:00 PM Closed on major federal holidays unless otherwise announced.

Responsibilities include:

  • Appointment confirmations and scheduling
  • Technician assignment and routing
  • Pre‑service assessments and job triage
  • Coordination of materials, equipment, and logistics
  • Communication of delays, rescheduling, and access issues
  • Verification of licensing or permit requirements

NorTech may utilize automated systems, third‑party dispatch platforms, or regional dispatch partners to support scheduling operations.

4.1.2 Customer Support (Ticketing System)

Availability: 24 hours per day, 7 days per week

Customer Support handles:

  • Billing inquiries and payment questions
  • Refund requests and credit evaluations
  • Warranty claims and service follow‑ups
  • Escalations and dispute resolution
  • Policy questions and service clarifications
  • Service concerns, complaints, and feedback

Support may be provided via phone, email, SMS, online portal, or third‑party communication platforms. Response times may vary based on volume and severity.

4.1.3 Field Service Operations (On‑Site Work)

Regular Hours: 7:00 AM – 4:00 PM After‑Hours Window: 4:00 PM – 8:00 PM Seven days per week

Field operations include:

  • Routine repairs and maintenance
  • Installations and replacements
  • Inspections and diagnostics
  • Non‑emergency service calls
  • Multi‑technician or specialty work (where available)

Technicians may arrive earlier or later than scheduled based on routing efficiency, safety considerations, or regional demand.

4.1.4 Emergency Services

Availability: 365 days per year, 24 hours per day

Emergency services include:

  • Lockouts
  • Severe leaks or burst pipes
  • HVAC failures in extreme temperatures
  • Vehicle breakdowns in unsafe locations
  • Electrical hazards or fire‑risk conditions
  • Any condition posing immediate risk to life, property, or safety

Emergency services may require immediate dispatch without prior estimate. Premium rates apply.

4.2 Service Windows & Arrival Times

4.2.1 Standard Arrival Windows

NorTech provides Customers with an estimated arrival window, typically:

  • 2‑hour window for standard services
  • 4‑hour window for complex, multi‑technician, or rural services

Arrival windows are estimates only and do not constitute a guaranteed arrival time.

4.2.2 Factors Affecting Arrival Times

Arrival times may be impacted by:

  • Traffic, accidents, or road closures
  • Weather conditions or natural events
  • Prior job overruns or unforeseen complications
  • Technician availability or reassignment
  • Equipment or material delays
  • Safety concerns or site‑specific hazards
  • Customer‑caused delays at earlier appointments

NorTech is not liable for delays caused by factors outside its control.

4.2.3 Communication of Delays

If a delay is anticipated:

  • NorTech will notify the Customer as soon as reasonably possible
  • Updated arrival windows may be provided
  • The Customer may reschedule without penalty if the delay exceeds 90 minutes beyond the original window

NorTech may use automated notifications, SMS, email, or phone calls to communicate updates.

4.3 After‑Hours Services

4.3.1 Definition

After‑hours services are any services performed between 4:00 PM and 8:00 PM, excluding emergency services.

4.3.2 After‑Hours Surcharge

A surcharge of 25% of the quoted labor rate applies to all after‑hours appointments. Additional travel or equipment fees may also apply.

4.3.3 Limitations

After‑hours services may be limited due to:

  • Unavailability of specialized equipment
  • Noise restrictions in certain communities
  • Lighting or visibility limitations for exterior work
  • Local ordinances restricting evening construction or repair work

NorTech may reschedule after‑hours requests if conditions are unsafe or non‑compliant.

4.4 Emergency Services

4.4.1 Emergency Dispatch

Emergency dispatch occurs when:

  • A Customer reports an immediate threat to safety or property
  • A system failure requires urgent intervention
  • A vehicle is immobilized in an unsafe location
  • A hazard poses imminent risk of damage or injury

NorTech may prioritize emergency calls over scheduled appointments.

4.4.2 Emergency Premium Rate

Emergency services are billed at:

  • 1.5× the standard labor rate, plus
  • Any applicable travel, equipment, or hazard fees

Premium rates apply regardless of service duration.

4.4.3 No Cancellation Once Dispatched

Once an emergency technician is dispatched:

  • The service cannot be canceled
  • The Customer is responsible for the full emergency dispatch fee
  • Fees apply even if the issue resolves before technician arrival

This policy ensures technician safety and compensates for immediate mobilization.

4.4.4 Warranty Exclusion

Emergency services are not covered under:

  • The 1-Year Labor Warranty
  • The 72‑Hour Satisfaction Review

Due to the urgent nature of emergency work, results may be temporary, stabilizing, or limited in scope.

4.5 Holiday Operations

NorTech observes the following federal holidays:

  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Christmas Day

4.5.1 Limited Holiday Availability

On holidays:

  • Emergency services remain available
  • Standard services may be limited or unavailable
  • Holiday surcharges may apply
  • Technician availability may be reduced

NorTech may publish modified holiday hours in advance.

4.6 Customer Responsibilities Related to Scheduling

The Customer must:

  • Provide accurate contact information
  • Be available during the arrival window
  • Ensure access to the property or vehicle
  • Notify NorTech of delays or changes
  • Secure pets and remove hazards
  • Ensure utilities (water, gas, electricity) are active
  • Provide safe, unobstructed work areas

Failure to comply may result in:

  • No‑show fees
  • Rescheduling fees
  • Additional travel charges
  • Service refusal

4.7 Technician Safety & Access Requirements

Technicians may refuse to enter or remain at a site if:

  • Conditions are unsafe or unsanitary
  • Illegal activity is present
  • Aggressive animals are not secured
  • Customer behavior is threatening, abusive, or hostile
  • Required utilities are unavailable
  • The environment violates OSHA or state safety standards

NorTech may charge a no‑show or hazard fee in such cases.

4.8 Multi‑Day Projects

For projects requiring multiple days:

  • Daily arrival windows may vary
  • Work may be paused due to weather, material delays, or safety concerns
  • Customer must provide secure storage for materials or equipment if required
  • Additional mobilization fees may apply if the site is not ready
  • Technicians may be reassigned between project phases

NorTech is not responsible for delays caused by third‑party suppliers or inspectors.

4.9 Service Interruptions

NorTech may temporarily suspend or delay services due to:

  • Force majeure events
  • Technician illness or injury
  • Supply chain disruptions
  • Equipment failure
  • Regulatory restrictions
  • Safety hazards or site conditions

NorTech is not liable for losses, delays, or damages resulting from such interruptions.

4.10 No Guarantee of Continuous Availability

NorTech does not guarantee:

  • Same‑day service
  • Immediate technician availability
  • Availability of specific technicians
  • Availability during peak seasons
  • Availability during natural disasters or emergencies
  • Availability of specialized equipment in all regions

NorTech’s obligation is limited to reasonable efforts to provide timely service based on available resources.

5. 24/7 SUPPORT & TICKET SYSTEM

NorTech Services, LLC (“NorTech”) provides continuous, around‑the‑clock support through its official ticketing platform. This Section governs the submission, handling, prioritization, and resolution of all support tickets, including service inquiries, warranty questions, billing concerns, and general assistance requests.

Support operations are subject to the limitations, responsibilities, and procedural requirements outlined below.

5.1 Availability & Submission Channels

5.1.1 24/7 Availability 

NorTech’s support system is available 24 hours a day, 7 days a week, including weekends and holidays.

5.1.2 Authorized Submission Methods 

Customers may submit support tickets through:

  • NorTech’s official ticket portal
  • The Customer Portal
  • In‑app support (where available)

Phone calls, text messages, or emails do not replace the requirement to submit a formal ticket when instructed.

5.1.3 Required Information 

All submissions must include:

  • Accurate contact information (name, email, phone number, membership ID if applicable)
  • A clear subject line
  • A concise summary of the issue
  • Relevant documentation (photos, invoices, screenshots, videos, etc.)

Incomplete submissions may delay processing.

5.2 Ticket Review Order & Prioritization

5.2.1 Chronological Review 

Tickets are reviewed in the order received unless elevated by priority criteria.

5.2.2 Priority Elevation Factors 

Higher priority is assigned to:

  • Urgent service disruptions or emergency‑related issues
  • VIP member submissions
  • Tickets linked to active or time‑sensitive appointments
  • Cases flagged for escalation due to repeated submissions or customer distress
  • Safety‑related concerns

5.2.3 Operational Discretion 

NorTech may adjust prioritization at its sole discretion to ensure safety, fairness, and operational efficiency.

5.3 Response Time Expectations

5.3.1 Standard Response Window 

NorTech aims to respond within 1–2 hours under normal operating conditions.

5.3.2 Variable Resolution Times 

Actual resolution times may vary based on:

  • Ticket complexity
  • Multi‑department involvement
  • Technician follow‑up requirements
  • High‑volume periods (holidays, severe weather, promotional events)
  • Availability of required documentation

5.3.3 Customer Monitoring 

Customers are responsible for monitoring:

  • Email inbox
  • Customer Portal
  • SMS notifications (if enabled)

Updates regarding ticket status, escalation, or assignment will be communicated as progress occurs.

5.4 Eligible Topics for Support

NorTech’s support system handles a wide range of service‑related inquiries, including:

5.4.1 Supported Ticket Categories

  • Service Follow‑Ups: Feedback or unresolved concerns after technician visits
  • Billing Credits & Refunds: Payment issues, invoice discrepancies, refund requests
  • Membership Issues: Access problems, benefit questions, eligibility concerns
  • Service Complaints: Technician performance, scheduling issues, service dissatisfaction
  • Policy Questions: Warranty terms, cancellation rules, coverage limits, dispatch guidelines
  • Product or Parts Concerns: Defective components, replacement part issues
  • Lost or Damaged Items: Items misplaced or damaged during service
  • Special Requests: Accommodation needs, preferred technician assignments
  • Escalation Requests: Requests for senior review or specialized handling
  • Warranty Claims: Eligibility questions, defect reports, coverage requests
  • Home Essentials Store Support: Product inquiries, returns, or defect claims
  • General Feedback: Suggestions, praise, or constructive input

5.4.2 Unsupported Topics & Redirection

Tickets submitted for unrelated matters — such as:

  • Job applications
  • Vendor outreach
  • Unauthorized repair requests
  • Promotional inquiries
  • Legal threats outside the dispute process

may be:

  • Redirected to the appropriate department
  • Closed without resolution if outside support scope

NorTech reserves the right to determine ticket eligibility.

5.5 Customer Responsibilities

To ensure timely and effective resolution, Customers must adhere to the following:

5.5.1 Accurate Information Submission

Each ticket must include:

  • Valid contact details
  • Order numbers, invoice IDs, or membership identifiers (when applicable)
  • Clear descriptions of the issue
  • Relevant dates, service details, or product references

5.5.2 Supporting Documentation

Customers must provide:

  • Photos, screenshots, or videos
  • Receipts or invoices
  • Error messages or system logs (if applicable)

NorTech may request additional documentation to expedite resolution.

5.5.3 Respectful Conduct & Communication

Customers must maintain professional and respectful communication. NorTech may suspend accounts or close tickets for:

  • Abusive or hostile behavior
  • Threatening language
  • Repeated misuse of the ticket system
  • Harassment of staff

5.5.4 Timely Follow‑Up

Customers must respond promptly to support inquiries. Failure to respond may result in:

  • Delayed resolution
  • Auto‑closure of the ticket
  • Loss of priority status

5.6 Ticket Closure & Reopening

5.6.1 Resolution‑Based Closure

A ticket will be closed when:

  • A solution has been provided
  • The issue is resolved or no further action is possible
  • Documentation has been completed

Customers receive a final summary and may review the full thread in the Customer Portal.

5.6.2 Auto‑Closure Due to Inactivity

If the Customer does not respond within 24 hours of NorTech’s last message:

  • The ticket may be automatically closed
  • Auto‑closure prevents backlog and ensures active case prioritization

5.6.3 Reopening Tickets

Customers may:

  • Reopen a ticket within 7 days by replying to the thread
  • Submit a new ticket if the issue evolves or new concerns arise

Reopened tickets retain original documentation and will be reassessed.

5.7 Limitations of Support

5.7.1 User‑Provided Information

NorTech is not liable for delays or incorrect resolutions caused by:

  • Missing information
  • Misleading or inaccurate details
  • Incomplete documentation

Customers are responsible for ensuring accuracy and completeness.

5.7.2 Support Scope & Boundaries

Submitting a ticket does not:

  • Override any Terms of Service
  • Modify warranty coverage
  • Waive contractual obligations
  • Guarantee a specific outcome

Tickets are processed according to NorTech policies and may be redirected when appropriate.

5.7.3 External Escalations

Escalations requiring:

  • Managerial review
  • Legal examination
  • Formal dispute handling

must follow NorTech’s Dispute Resolution Process (Section 18). Attempts to bypass required procedures may result in:

  • Delayed handling
  • Rejected claims
  • Ticket closure

5.8 Privacy & Data Usage

5.8.1 Secure Handling of Submissions

All ticket content — including attachments — is:

  • Processed through encrypted systems
  • Accessible only to authorized personnel
  • Scanned for security risks
  • Used solely for service enhancement and issue resolution

5.8.2 Operational Use & Process Improvement

Ticket data may be:

  • Anonymized
  • Aggregated
  • Used for training and quality assurance
  • Used to improve system performance

Individual ticket records are never shared externally except:

  • With Customer consent
  • When required by law
  • For dispute resolution

5.8.3 Customer Rights

Customers may:

  • Access their ticket history
  • Request copies of communications
  • Review associated data through the Customer Portal

NorTech complies with all applicable privacy regulations.

5.8.4 Privacy Policy Reference

For full details on data handling, Customers must refer to NorTech’s Privacy & Data Security Policy.

6. GEOGRAPHIC COVERAGE, SERVICE AVAILABILITY & REGIONAL LIMITATIONS

6.1 Nationwide Service Coverage

NorTech Services, LLC (“NorTech”) provides services across all 50 U.S. states, the District of Columbia, and certain U.S. territories where permitted by law. NorTech maintains a distributed, multi‑tiered network of credentialed Technicians strategically located to ensure broad accessibility, efficient dispatching, and timely service delivery.

NorTech’s coverage includes, but is not limited to, the following regions:

  • West Coast (e.g., California, Oregon, Washington)
  • Southwest (e.g., Arizona, Nevada, Utah, New Mexico)
  • Rocky Mountain Region (e.g., Colorado, Idaho, Montana, Wyoming)
  • Midwest (e.g., Illinois, Michigan, Ohio, Minnesota, Missouri)
  • South & Gulf Coast (e.g., Texas, Louisiana, Georgia, Tennessee)
  • East Coast & Mid‑Atlantic (e.g., New York, New Jersey, Pennsylvania, Delaware, Maryland, Virginia)
  • Southeast & Florida (e.g., Florida, Alabama, Mississippi, South Carolina)

This list is illustrative and not exhaustive. NorTech may expand, reduce, or modify service areas at any time based on operational capacity, regulatory changes, or business needs.

NorTech does not guarantee availability in every ZIP code within a listed region.

6.2 Service Availability by Region

While NorTech operates nationwide, certain services may be:

  • Unavailable in specific regions
  • Limited due to state or municipal licensing requirements
  • Restricted by local building codes or trade regulations
  • Seasonally dependent (e.g., exterior work in winter climates)
  • Dependent on technician availability, skillset, or equipment
  • Limited in remote or high‑demand markets

NorTech will notify the Customer if a requested service cannot be performed in their area or if alternative scheduling or service options are required.

NorTech may offer modified or partial service options where full service is not feasible.

6.3 Local Licensing & Regulatory Compliance

NorTech complies with all applicable:

  • State contractor licensing laws
  • Local building codes and municipal ordinances
  • Permit and inspection requirements
  • Environmental and waste‑disposal regulations
  • Automotive repair licensing requirements
  • Electrical, plumbing, HVAC, and specialty trade regulations
  • Occupational safety and labor standards

NorTech may decline or modify services if compliance with local regulations is not feasible or would require unreasonable delays or costs.

6.3.1 Customer Responsibility for Permits

Unless expressly stated in writing:

  • The Customer is responsible for obtaining all required permits, approvals, and inspections.
  • NorTech may assist as a courtesy but assumes no liability for delays, denials, or additional costs.
  • Work performed without required permits voids all warranties, indemnities, and liability protections.
  • The Customer is responsible for all fines, penalties, or enforcement actions resulting from unpermitted work.

NorTech may suspend or refuse service if required permits are not obtained.

6.4 Remote, Rural & Hard‑to‑Access Locations

Certain locations may incur additional fees due to increased travel time, limited technician availability, or logistical challenges. These may include:

  • Travel surcharges
  • Mileage fees
  • Extended‑distance dispatch fees
  • Special equipment transport fees
  • Lodging or per‑diem charges for multi‑day projects
  • Additional labor for access‑related challenges

Examples of such locations include:

  • Mountain regions
  • Islands requiring ferry or air transport
  • Remote rural areas
  • Off‑grid properties
  • Restricted‑access communities or gated facilities
  • Areas with limited road access or seasonal closures

NorTech will disclose such fees prior to scheduling whenever reasonably possible. However, unforeseen access challenges may result in additional charges.

6.5 Weather‑Related Limitations

Service availability may be affected by:

  • Severe storms
  • Flooding
  • Snow or ice
  • Extreme heat or cold
  • Natural disasters
  • Government‑issued weather advisories
  • Unsafe road or site conditions

NorTech may delay, reschedule, or cancel services if conditions:

  • Pose a safety risk to Technicians
  • Prevent proper completion of work
  • Risk damage to materials, equipment, or property
  • Violate local safety regulations

NorTech is not liable for delays caused by weather or natural events.

6.6 Emergency Service Coverage

Emergency services are available 24/7/365; however, response times vary based on:

  • Technician proximity
  • Weather conditions
  • Traffic, road closures, or natural disasters
  • Regional technician availability
  • Severity and nature of the emergency
  • Local regulations governing emergency work

NorTech does not guarantee specific response times for emergency services. All emergency services are billed at premium rates unless otherwise stated in writing.

6.7 Regional Pricing Variations

Pricing may vary by region due to:

  • Local labor rates and prevailing wage requirements
  • Material availability and supply chain conditions
  • Travel distance and accessibility
  • State or municipal taxes and fees
  • Regulatory compliance costs
  • Market conditions and seasonal demand
  • Insurance and licensing requirements

All pricing will be disclosed in the Work Order or Estimate. Regional pricing differences do not constitute grounds for dispute or cancellation.

6.8 Service Restrictions by State

Certain states impose additional restrictions on:

  • Electrical work
  • Plumbing work
  • HVAC refrigerant handling
  • Automotive repair licensing
  • Environmental disposal and recycling
  • Demolition and hazardous materials handling
  • Specialty trades requiring advanced certifications

NorTech will comply with all such restrictions and may decline service if compliance is not feasible or if required licensing is unavailable in the Customer’s region.

NorTech may subcontract work to licensed specialists where required.

6.9 Customer Obligations for Access

To ensure service delivery, the Customer must provide:

  • Safe, legal, and unobstructed access to the property or vehicle
  • Accurate address, unit number, and entry instructions
  • Gate codes, parking instructions, or security clearances
  • Notification of restricted‑access communities or buildings
  • Adequate lighting, utilities, and workspace (where applicable)

Failure to provide access may result in:

  • No‑show fees
  • Rescheduling fees
  • Additional travel charges
  • Cancellation of the appointment

NorTech is not responsible for delays caused by access issues.

6.10 Service Expansion & Modifications

NorTech may:

  • Add new service areas
  • Discontinue service in certain regions
  • Modify coverage zones
  • Adjust technician availability
  • Reassign or replace technicians
  • Introduce new service categories or discontinue existing ones

Such changes may occur without prior notice, except where required by law or where an active Work Order is affected.

If a change impacts an active Work Order, NorTech will notify the Customer and provide alternative options where feasible.

6.11 No Guarantee of Universal Coverage

Although NorTech strives to provide nationwide service, NorTech does not guarantee:

  • Availability of all services in all regions
  • Availability of specific technicians or skillsets
  • Immediate, same‑day, or next‑day service
  • Availability during peak seasons, emergencies, or natural disasters
  • Availability in remote or high‑demand markets
  • Availability of specialized equipment in all regions

NorTech’s obligation is limited to reasonable efforts to fulfill service requests based on available resources, regulatory constraints, and safety considerations.

7. BOOKING, SCHEDULING, CANCELLATION & RESCHEDULING

7.1 Booking Process & Formation of Service Agreement

7.1.1 Methods of Booking

Customers may request or schedule services through any of the following NorTech‑approved channels:

  • Online “Request A Quote” portal
  • Customer account portal
  • Official NorTech mobile interface (if applicable)
  • Phone call to dispatch or support
  • SMS/text message to NorTech’s designated number
  • Email to an official NorTech address
  • In‑person scheduling with a NorTech representative

No other method of booking is valid unless expressly authorized in writing by NorTech. NorTech is not responsible for appointments scheduled through unauthorized third‑party platforms, social media messages, or personal communications with technicians.

7.1.2 Required Information

To process a booking, the Customer must provide accurate and complete information, including:

  • Full legal name
  • Service address or vehicle location
  • Contact phone number and email
  • Description of the issue or requested service
  • Preferred dates and time windows
  • Access instructions (gate codes, parking, security details)
  • Any known hazards or special conditions
  • Appliance/vehicle model numbers, VINs, or serial numbers (if applicable)
  • Photos or videos of the issue (if requested)

NorTech may refuse service if required information is incomplete, inaccurate, or misleading. Providing false information may result in cancellation, additional fees, or refusal of future service.

7.1.3 Confirmation of Appointment

A booking is not confirmed until NorTech issues a written or electronic confirmation containing:

  • Date and arrival window
  • Assigned technician or team (subject to change)
  • Preliminary scope of work
  • Any preparation instructions
  • Any applicable fees, surcharges, or deposits

NorTech reserves the right to modify the assigned technician, arrival window, or service sequence at any time based on operational needs.

7.1.4 Pre‑Service Assessment

NorTech may conduct a pre‑service assessment via:

  • Phone interview
  • Photo or video submission
  • Virtual inspection
  • On‑site diagnostic visit (may incur a fee)

The purpose of this assessment is to:

  • Verify the accuracy of the Customer’s description
  • Determine required materials, tools, or technician skillsets
  • Identify safety concerns or access limitations
  • Provide a more accurate estimate

NorTech may revise the scope of work or pricing based on assessment findings.

7.2 Scheduling Policies

7.2.1 Scheduling Priority

Scheduling priority is determined by:

  • Service type (emergency vs. standard)
  • Technician availability and skillset
  • Geographic location
  • Customer membership/subscription status
  • Safety considerations
  • Weather conditions
  • Material availability

Membership or subscription Customers may receive priority scheduling where applicable.

7.2.2 Estimated Start Times

All arrival windows are estimates only and not guaranteed. NorTech is not liable for delays caused by:

  • Traffic or road closures
  • Weather conditions
  • Prior job overruns
  • Supply chain issues
  • Technician illness or injury
  • Customer‑caused delays at earlier appointments
  • Equipment or vehicle issues

Arrival windows may be adjusted at NorTech’s discretion.

7.2.3 Multi‑Technician or Multi‑Day Scheduling

Complex jobs may require:

  • Multiple technicians
  • Multiple trades
  • Multiple days
  • Staged work (e.g., demolition → installation → finishing)

NorTech will coordinate such scheduling but cannot guarantee:

  • Continuous or uninterrupted work
  • Same technician(s) each day
  • Completion within a specific timeframe

Delays caused by inspections, permitting, material shortages, or third‑party vendors are outside NorTech’s control.

7.3 Cancellation Policy

7.3.1 Customer‑Initiated Cancellations

Cancellation fees apply as follows:

ActionNotice RequiredFee
Advance Cancellation≥ 24 hours before scheduled startNo fee
Late Cancellation≤ 24 hours before scheduled start30% of quoted price (min $75, max $300)
No‑Show (technician arrives, Customer unavailable)N/A50% of total service cost
Service Already StartedWork has commenced75% of total cost for voluntary stoppage or Customer‑caused interruption; 100% if >50% completed

Cancellations must be submitted through an approved NorTech communication channel.

7.3.2 Emergency Services

Once an emergency technician is dispatched:

  • Cancellation is not permitted
  • Customer is responsible for the full emergency dispatch fee

This applies even if the issue resolves before technician arrival.

7.3.3 Non‑Refundable Deposits

Certain services may require:

  • Deposits
  • Pre‑payment for materials
  • Special‑order items
  • Custom fabrication

These amounts are non‑refundable, except where required by law. If materials have been ordered, the Customer is responsible for all associated costs.

7.4 Rescheduling Policy

7.4.1 Customer‑Initiated Rescheduling

Rescheduling fees apply as follows:

ActionNotice RequiredFee
Advance Rescheduling≥ 24 hoursNo fee
Late Rescheduling≤ 24 hours30% of quoted price

Repeated rescheduling may result in refusal of future service.

7.4.2 NorTech‑Initiated Rescheduling

NorTech may reschedule due to:

  • Technician illness or injury
  • Safety concerns
  • Weather conditions
  • Equipment failure
  • Supply chain delays
  • Force majeure events
  • Regulatory or permitting issues

NorTech will make reasonable efforts to minimize inconvenience but is not liable for resulting losses, delays, or damages.

7.5 No‑Show & Access Failure

A “No‑Show” occurs when:

  • Customer is not present
  • Customer does not answer calls or messages
  • Access instructions are incorrect
  • Gate codes or keys do not work
  • Unsafe conditions prevent entry
  • Pets are not secured
  • Required utilities are unavailable

NorTech may charge:

  • A no‑show fee
  • A rescheduling fee
  • Additional travel charges

Repeated no‑shows may result in permanent service refusal.

7.6 Customer‑Caused Delays

Customer‑caused delays include:

  • Incomplete site preparation
  • Failure to secure pets
  • Failure to clear work areas
  • Failure to disclose hazards
  • Inaccurate service information
  • Late arrival to meet technician
  • Interference with technician workflow

NorTech may charge:

  • Standby time (billed in 15‑minute increments)
  • Additional labor
  • Additional travel fees
  • Rescheduling fees

7.7 Technician‑Caused Delays

If a technician is delayed due to:

  • Prior job overruns
  • Traffic or weather
  • Equipment issues
  • Safety concerns

NorTech will:

  • Notify the Customer promptly
  • Provide an updated arrival window
  • Offer rescheduling without penalty if delay exceeds 90 minutes

NorTech is not liable for consequential damages caused by delays.

7.8 Right to Refuse or Terminate Service

NorTech may refuse or terminate service if:

  • Customer is abusive, threatening, or intoxicated
  • Illegal activity is present
  • Conditions are unsafe
  • Customer refuses to comply with safety instructions
  • Customer requests work that violates law or code
  • Customer attempts to bypass NorTech’s payment system
  • Customer requests off‑platform work
  • Fraud or misrepresentation is suspected

Termination does not relieve the Customer of payment obligations for work already performed.

7.9 Fraud Prevention & Verification

NorTech may require:

  • Identity verification
  • Proof of property ownership or authorization
  • Credit card pre‑authorization
  • Deposit or pre‑payment
  • Additional documentation for high‑value jobs

NorTech may cancel or refuse service if fraud is suspected or verification is not provided.

7.10 Changes to Booking Policies

NorTech may update booking, cancellation, and rescheduling policies at any time. Updated policies apply to all future bookings and may be posted on NorTech’s website or customer portal.

8. PRICING, ESTIMATES, PAYMENT TERMS & FINANCIAL POLICIES

8.1 General Pricing Structure

NorTech Services, LLC (“NorTech”) uses a hybrid pricing model designed to provide transparency, flexibility, and fairness across a wide range of service types. Pricing may include any combination of the following:

  • Flat‑rate pricing for standardized tasks
  • Hourly labor rates billed in 15‑minute increments
  • Diagnostic fees for troubleshooting and assessments
  • Travel or mileage fees for extended‑distance dispatch
  • After‑hours surcharges for work performed outside standard hours
  • Emergency premiums for urgent or safety‑critical calls
  • Material and parts charges including taxes and handling
  • Environmental or disposal fees for regulated waste
  • Specialty equipment fees for lifts, extraction tools, or advanced machinery
  • Permit or compliance fees where required by law

All pricing is subject to change without prior notice, except where a written Work Order explicitly guarantees a fixed price. Pricing may vary by region, technician availability, market conditions, or regulatory requirements.

8.2 Estimates

8.2.1 Nature of Estimates

All estimates provided by NorTech are non‑binding, unless:

  • A written contract explicitly states “Fixed Price”, or
  • A Work Order is signed with a guaranteed total.

Otherwise, estimates are projections based on:

  • Customer‑provided information
  • Visible or reported conditions
  • Preliminary assessments
  • Standard labor assumptions
  • Typical material requirements

Estimates do not account for hidden conditions, code violations, or unforeseen complications.

8.2.2 Accuracy of Estimates

Estimates may change if:

  • Hidden conditions are discovered (e.g., rot, corrosion, wiring issues)
  • Additional labor is required beyond the initial scope
  • Customer requests scope changes or upgrades
  • Materials differ from initial assumptions
  • Code compliance requires additional work
  • Safety issues require remediation
  • Customer‑supplied information was inaccurate or incomplete
  • Permits or inspections require modifications

Revised pricing will be communicated through an updated Estimate or Work Order.

8.2.3 Diagnostic Fees

Certain services require a diagnostic fee, which covers:

  • Technician travel
  • On‑site inspection
  • Troubleshooting and testing
  • Written findings or recommendations
  • Use of diagnostic tools or equipment

Diagnostic fees are non‑refundable, even if the Customer declines further work. Diagnostic fees do not apply toward the final invoice unless explicitly stated.

8.3 Pricing Components

8.3.1 Labor Charges

Labor may be billed:

  • Hourly, in 15‑minute increments
  • Flat‑rate per task, based on standardized pricing
  • Per technician, when multiple personnel are required
  • Per trade, when specialized licensing is required
  • At premium rates for after‑hours, weekend, or emergency work

Labor rates may vary by region, technician certification, or service category.

8.3.2 Parts & Materials

Material charges include:

  • Retail cost of parts
  • Applicable taxes
  • Shipping or freight charges
  • Handling and procurement fees
  • Special‑order surcharges
  • Restocking fees for returned or unused items (where permitted)

NorTech may use OEM, aftermarket, or equivalent‑grade materials unless otherwise requested in writing.

8.3.3 Travel & Mileage Fees

Travel fees may apply for:

  • Remote or rural areas
  • Long‑distance dispatch
  • Toll roads, ferry access, or restricted‑access zones
  • Multi‑day projects requiring repeated mobilization
  • Locations requiring special transportation (e.g., islands)

Travel fees will be disclosed prior to scheduling whenever reasonably possible.

8.3.4 After‑Hours Surcharge

A surcharge of 25% of the labor rate applies to services performed between 4:00 PM and 8:00 PM, excluding emergency services.

8.3.5 Emergency Premium

Emergency services are billed at:

  • 1.5× the standard labor rate, plus
  • Any applicable travel, hazard, or equipment fees

Premiums apply regardless of service duration.

8.3.6 Environmental & Disposal Fees

Fees may apply for:

  • Refrigerant handling
  • Chemical disposal
  • Appliance or debris removal
  • Hazardous waste compliance
  • Battery or electronic waste recycling
  • Biohazard or contaminated material handling

Fees vary by region due to local regulations.

8.3.7 Permit Fees

If NorTech obtains permits on behalf of the Customer:

  • Permit fees are billed at cost
  • Administrative fees may apply
  • Permit delays do not constitute grounds for cancellation
  • Customer remains responsible for all permit‑related costs

NorTech may decline to obtain permits in jurisdictions requiring in‑person applications or property owner signatures.

8.4 Payment Terms

8.4.1 Payment Due Upon Completion

Unless otherwise stated in writing:

  • Payment is due immediately upon completion of the service
  • Payment must be made before the technician leaves the site
  • For remote or unattended jobs, payment is due upon invoice issuance
  • Failure to pay may result in suspension of future services

8.4.2 Accepted Payment Methods

NorTech accepts:

  • Major credit and debit cards
  • ACH / bank transfer
  • Cash (in select regions)
  • Digital payments through NorTech’s portal
  • Pre‑approved financing or BNPL options

Checks may be accepted only with prior written approval. Returned checks incur a $50 fee.

8.4.3 Pre‑Payment Requirements

NorTech may require:

  • Deposits
  • Full pre‑payment for materials
  • Credit card pre‑authorization
  • Payment in advance for special‑order items
  • Payment in advance for high‑risk or high‑value projects

Deposits are non‑refundable unless required by law.

8.4.4 Payment Plans

Payment plans must:

  • Be approved in writing
  • Include a signed agreement
  • Include scheduled payment dates
  • Include late‑payment penalties

Failure to comply voids the plan and makes the full balance immediately due.

8.5 Late Payments

8.5.1 Past‑Due Status

Invoices become past‑due after 15 days unless otherwise stated.

8.5.2 Interest & Fees

Past‑due balances accrue:

  • 1.5% interest per month, or
  • The maximum rate permitted by law

Plus:

  • A $35 collection fee
  • Any third‑party collection costs
  • Attorney’s fees if legal action is required

8.5.3 Suspension of Services

NorTech may suspend or refuse future services until all outstanding balances are paid in full.

8.6 Refund Policy

8.6.1 General Refund Rules

Refunds are issued only for:

  • Services not performed
  • Billing errors
  • Duplicate charges

Refunds are not issued for:

  • Labor already performed
  • Diagnostic fees
  • Deposits
  • Special‑order materials
  • Emergency services
  • Customer‑supplied materials that fail
  • Work delayed due to Customer actions

8.6.2 Partial Refunds

Partial refunds may be issued at NorTech’s sole discretion if:

  • A portion of the work cannot be completed
  • A material defect prevents completion
  • A technician determines the service is not feasible
  • The Customer cancels mid‑project and work is less than 50% complete

8.6.3 Refund Method

Refunds are issued to the original payment method, unless otherwise required by law.

8.7 Chargeback Prevention & Disputes

8.7.1 Prohibition on Unauthorized Chargebacks

The Customer agrees not to initiate a credit card chargeback for:

  • Dissatisfaction with service
  • Warranty claims
  • Issues covered under the Satisfaction Guarantee
  • Disputes that should be handled through NorTech’s resolution process

Unauthorized chargebacks constitute a breach of these Terms.

8.7.2 Chargeback Fees

If a Customer initiates a chargeback:

  • A $75 administrative fee applies
  • Customer is responsible for all bank fees
  • NorTech may suspend all future services
  • NorTech may pursue legal action to recover the debt

8.7.3 Evidence Submission

NorTech may submit the following to dispute a chargeback:

  • Signed Work Orders
  • Photos and videos
  • Technician notes
  • Communication logs
  • Completion reports
  • GPS arrival data
  • Customer acceptance forms
  • Payment records

8.8 Customer‑Supplied Materials

8.8.1 No Warranty

NorTech provides no warranty for:

  • Customer‑supplied parts
  • Customer‑supplied materials
  • Customer‑supplied equipment

Failures caused by such materials are the Customer’s responsibility.

8.8.2 Additional Labor Charges

If Customer‑supplied materials:

  • Are defective
  • Are incompatible
  • Fail during installation
  • Cause additional labor

The Customer is responsible for all additional costs.

8.8.3 Refusal of Unsafe Materials

Technicians may refuse to install:

  • Counterfeit parts
  • Damaged materials
  • Non‑compliant components
  • Hazardous or recalled items
  • Materials that violate code or safety standards

8.9 Price Adjustments

NorTech may adjust pricing due to:

  • Market conditions
  • Material shortages
  • Fuel surcharges
  • Regulatory changes
  • Seasonal demand
  • Supply chain disruptions

Price changes apply to all future services unless locked by a signed Work Order.

8.10 Taxes

The Customer is responsible for:

  • Sales tax
  • Use tax
  • Environmental fees
  • Any applicable state or local taxes

Taxes are calculated based on the service location, not the billing address

9. BUY NOW, PAY LATER (BNPL) PAYMENT OPTIONS

NorTech Services, LLC (“NorTech”) offers Buy Now, Pay Later (“BNPL”) payment options through approved third‑party financing providers, including but not limited to Klarna, Afterpay, Affirm, and any additional partners added in the future (“BNPL Providers”). This Section governs the Customer’s use of BNPL payment methods for eligible services, products, and materials.

BNPL options are provided as a convenience and are subject to the terms, conditions, and approval processes of the respective BNPL Provider. NorTech does not control BNPL approval decisions, repayment terms, interest rates, or financing eligibility.

This Section applies to all BNPL transactions and survives termination of services.

9.1 BNPL Provider Relationship

9.1.1 Independent Financial Providers

BNPL services are administered exclusively by third‑party BNPL Providers. NorTech:

  • Does not issue credit
  • Does not determine eligibility
  • Does not influence approval or denial decisions
  • Does not modify repayment terms

9.1.2 Separate Agreements

By selecting a BNPL option, the Customer enters into a separate financing agreement with the BNPL Provider. The Customer is responsible for reviewing and accepting the BNPL Provider’s:

  • Terms of service
  • Privacy policy
  • Payment schedule
  • Interest or fee disclosures

NorTech is not a party to the financing agreement.

9.2 Eligibility for BNPL Payments

BNPL may be available for:

  • Service Assessments
  • Work Orders
  • Change Orders
  • Materials and parts
  • Membership plans
  • Home Essentials Store purchases

Eligibility is determined solely by the BNPL Provider and may depend on:

  • Creditworthiness
  • Purchase amount
  • Customer location
  • Provider‑specific criteria

NorTech cannot guarantee BNPL availability for any transaction.

9.3 BNPL Checkout & Payment Authorization

9.3.1 Customer Responsibility

When selecting BNPL at checkout, the Customer must:

  • Provide accurate personal and billing information
  • Complete identity verification if required
  • Review all BNPL terms before confirming

9.3.2 Authorization to Release Information

The Customer authorizes NorTech to share necessary transaction details with the BNPL Provider, including:

  • Order amount
  • Customer contact information
  • Service details
  • Invoice or Work Order references

No financial data (e.g., credit card numbers) is shared by NorTech.

9.4 BNPL Payment Obligations

9.4.1 BNPL Provider as Payor

Once a BNPL transaction is approved:

  • The BNPL Provider pays NorTech directly
  • The Customer pays the BNPL Provider according to their repayment schedule

9.4.2 Customer Liability

The Customer remains fully responsible for:

  • All BNPL repayments
  • Any interest or fees charged by the BNPL Provider
  • Late fees or penalties
  • Maintaining an active payment method with the BNPL Provider

Failure to pay the BNPL Provider does not cancel the Customer’s obligation to NorTech for completed services.

9.5 BNPL and Service Delivery

9.5.1 Approval Required Before Work Begins

For BNPL‑funded services:

  • Work will not begin until BNPL approval is confirmed
  • Pending or denied BNPL applications may delay scheduling

9.5.2 Change Orders

If additional work is required:

  • A new BNPL authorization may be required
  • The Customer may choose an alternate payment method
  • Work will pause until payment is approved

9.6 Refunds, Adjustments & Cancellations

9.6.1 Refund Routing

Any approved refund for BNPL transactions is issued directly to the BNPL Provider, not the Customer.

The BNPL Provider will:

  • Adjust the Customer’s repayment schedule
  • Issue credits or refunds according to their policies

9.6.2 Non‑Refundable Items

BNPL refunds do not override NorTech’s policies regarding:

  • Special‑order materials
  • Completed labor
  • Dispatch fees
  • Cancellation fees
  • Membership fees

9.6.3 Partial Refunds

If only part of the Work Order is refundable:

  • NorTech will issue a partial refund to the BNPL Provider
  • The BNPL Provider will adjust the Customer’s remaining balance

9.7 BNPL Disputes

9.7.1 Service‑Related Disputes

Disputes regarding:

  • Work quality
  • Service delivery
  • Materials
  • Technician conduct

must be submitted to NorTech through the Dispute Resolution Process (Section 18).

9.7.2 Financing‑Related Disputes

Disputes regarding:

  • Payment schedules
  • Interest or fees
  • Late charges
  • Credit reporting
  • BNPL approval or denial

must be directed to the BNPL Provider.

NorTech has no authority to modify BNPL financial terms.

9.8 BNPL Limitations & Restrictions

BNPL may not be available for:

  • Emergency services
  • Hazardous condition remediation
  • High‑risk or specialized repairs
  • Services below or above certain dollar thresholds
  • Accounts with outstanding balances
  • Customers with repeated cancellations or chargebacks

NorTech reserves the right to restrict BNPL usage at its discretion.

9.9 Customer Responsibilities

The Customer agrees to:

  • Review all BNPL terms before selecting the option
  • Maintain accurate contact and billing information
  • Ensure timely repayment to the BNPL Provider
  • Notify NorTech of any changes to the Work Order that may affect financing
  • Not misuse BNPL options to delay payment or avoid obligations

Failure to comply may result in:

  • Service delays
  • Account suspension
  • Loss of BNPL privileges
  • Collection actions by the BNPL Provider

9.10 BNPL and Chargebacks

BNPL transactions are not eligible for credit card chargebacks through NorTech.

Any chargeback attempt must be handled through the BNPL Provider’s dispute process.

Unauthorized chargebacks may result in:

  • Account suspension
  • Termination of services
  • Denial of future BNPL usage

9.11 No Warranty or Guarantee of BNPL Approval

NorTech does not guarantee:

  • BNPL approval
  • Specific repayment terms
  • Interest‑free financing
  • Eligibility for promotional BNPL offers

All financing decisions are made solely by the BNPL Provider.

9.12 BNPL Policy Integration

This BNPL Policy is incorporated into:

  • The Payment Terms
  • The Work Order
  • The Service Assessment
  • The Warranty Policy
  • The Membership Agreement
  • The Dispute Resolution Process

Use of BNPL constitutes full acceptance of this Section.

11. SERVICE DELIVERY EXPECTATIONS & PERFORMANCE STANDARDS

NorTech Services, LLC (“NorTech”) is committed to delivering high‑quality, code‑compliant, and professional services across all service categories. This Section defines the standards, expectations, and legal boundaries governing how services are performed. These standards apply to all Technicians, subcontractors, and network partners operating under the NorTech brand.

11.1 Quality of Workmanship

11.1.1 Industry‑Standard Workmanship

All services shall be performed:

  • In a professional, workmanlike manner
  • In accordance with industry standards and best practices
  • In compliance with applicable building codes, trade regulations, and manufacturer specifications
  • Using appropriate tools, equipment, and materials
  • With reasonable care, skill, and diligence expected of trained professionals

Technicians must follow NorTech’s internal Standard Operating Procedures (SOPs) and quality‑control guidelines.

11.1.2 Code Compliance

Technicians must comply with all applicable codes and regulations, including but not limited to:

  • National Electrical Code (NEC)
  • International Residential Code (IRC)
  • International Building Code (IBC)
  • International Plumbing Code (IPC)
  • EPA, OSHA, and state‑specific regulations
  • Local municipal codes, zoning rules, and permitting requirements
  • Manufacturer installation and service guidelines

Where codes conflict, the most stringent requirement applies.

11.1.3 Workmanship Limitations

NorTech does not guarantee:

  • Compatibility with pre‑existing systems or outdated infrastructure
  • Performance of aging, deteriorated, or improperly installed systems
  • Results where Customer‑supplied materials are used
  • Results impacted by hidden defects, unsafe conditions, or environmental factors
  • Outcomes dependent on Customer maintenance or usage

NorTech may recommend upgrades or replacements when repairs are not feasible or safe.

11.2 Timeliness, Efficiency & Scheduling Integrity

11.2.1 Technician Arrival

Technicians will make reasonable efforts to:

  • Arrive within the scheduled arrival window
  • Notify the Customer of delays
  • Provide updated ETAs when necessary
  • Communicate any scheduling changes promptly

Arrival windows are estimates only and not guaranteed.

11.2.2 Efficient Work Practices

Technicians are expected to:

  • Work efficiently and minimize downtime
  • Use time on‑site productively
  • Communicate progress to the Customer
  • Avoid unnecessary disruptions or extended breaks
  • Follow NorTech’s time‑tracking and reporting requirements

11.2.3 Multi‑Day Projects

For multi‑day or multi‑phase projects:

  • Daily arrival times may vary based on scheduling and logistics
  • Work may be paused due to weather, safety, or material delays
  • NorTech may reassign technicians or teams as needed
  • Inspections, drying times, curing times, or third‑party dependencies may extend timelines

NorTech is not liable for delays caused by factors outside its control.

11.3 Cleanliness, Property Protection & Site Conduct

11.3.1 Clean Work Environment

Technicians must:

  • Maintain a clean and organized work area
  • Use drop cloths, floor protection, and shoe covers when appropriate
  • Remove debris, packaging, and tools before departure
  • Dispose of waste in accordance with local regulations
  • Avoid damaging Customer property

11.3.2 Property Protection

Technicians will take reasonable steps to protect:

  • Flooring, walls, and surfaces
  • Landscaping and exterior structures
  • Vehicles and personal property
  • Fixtures, appliances, and cabinetry

However, NorTech is not responsible for:

  • Damage to items left in the work area
  • Damage caused by pre‑existing conditions
  • Damage to fragile, unsecured, or improperly stored items
  • Damage resulting from Customer failure to prepare the site

11.3.3 Noise & Disruption

Technicians will:

  • Minimize noise where possible
  • Follow community rules (HOA, apartment policies, quiet hours)
  • Avoid unnecessary disruptions
  • Limit loud equipment use to appropriate hours

11.4 Professional Conduct & Customer Interaction

11.4.1 Conduct Standards

Technicians must:

  • Behave professionally and respectfully
  • Use courteous language
  • Maintain appropriate personal hygiene and attire
  • Avoid discriminatory, offensive, or inappropriate behavior
  • Follow NorTech’s Code of Conduct and ethics policies

11.4.2 Communication Standards

Technicians must:

  • Communicate clearly and honestly
  • Provide status updates throughout the service
  • Explain findings, recommendations, and next steps
  • Avoid making unauthorized promises, guarantees, or pricing commitments
  • Direct all pricing or scope changes to NorTech’s dispatch or support team

11.4.3 Prohibited Conduct

Technicians may not:

  • Solicit off‑platform work
  • Accept direct payments or tips in lieu of official payment
  • Provide personal contact information
  • Engage in unsafe, unethical, or illegal practices
  • Consume alcohol, drugs, or impairing substances while on duty
  • Smoke inside Customer property or vehicles

Violations may result in immediate removal from the NorTech network.

11.5 Scope Adherence & Change Management

11.5.1 Strict Scope Compliance

Technicians must perform work strictly within the scope defined in the:

  • Service Assessment
  • Work Order
  • Signed estimate
  • Approved change order

Technicians may not modify the scope without written authorization.

11.5.2 Discovery of Additional Issues

If a technician discovers:

  • Hidden damage
  • Code violations
  • Safety hazards
  • Additional required work
  • Incompatible or unsafe conditions

They must:

  • Pause work
  • Document the issue with photos and notes
  • Notify NorTech and the Customer
  • Obtain written approval before proceeding

11.5.3 Unauthorized Work Prohibited

Technicians are prohibited from:

  • Performing additional work without approval
  • Modifying the scope without written consent
  • Providing verbal quotes, discounts, or unauthorized pricing
  • Performing work outside their licensing or certification

Unauthorized work is not covered by any warranty and may result in disciplinary action.

11.6 Documentation, Reporting & Transparency

11.6.1 Required Documentation

Technicians must document:

  • Before‑and‑after photos
  • Diagnostic findings
  • Materials used
  • Work performed
  • Safety concerns
  • Deviations from the original scope
  • Permit numbers (if applicable)

11.6.2 Completion Report

Upon completion, technicians must:

  • Conduct a final walk‑through with the Customer
  • Explain maintenance recommendations
  • Review any warranty or care instructions
  • Obtain Customer acknowledgment
  • Upload a Completion Report to the Customer portal

11.6.3 Customer Refusal to Participate

If the Customer refuses the walk‑through:

  • The technician will document the refusal
  • The service will be deemed completed
  • The Customer remains responsible for payment

11.7 Limitations of Service Delivery

11.7.1 Pre‑Existing Conditions

NorTech is not responsible for:

  • Hidden defects
  • Structural weaknesses
  • Prior unpermitted work
  • Code violations
  • Aging or deteriorated systems
  • Failures caused by Customer neglect or misuse

11.7.2 Environmental Limitations

Work may be delayed or modified due to:

  • Weather
  • Temperature
  • Humidity
  • Environmental hazards
  • Unsafe site conditions

11.7.3 Customer‑Supplied Materials

NorTech does not guarantee:

  • Fit
  • Function
  • Compatibility
  • Longevity
  • Safety

Of Customer‑supplied materials.

11.8 Technician Safety & Right to Stop Work

Technicians may stop work immediately if:

  • Conditions become unsafe
  • Hazards are discovered
  • Customer interferes with work
  • Customer becomes hostile or threatening
  • Required utilities are unavailable
  • Work would violate code, law, or safety standards

Stopping work does not relieve the Customer of payment obligations for work already performed.

11.9 No Guarantee of Specific Results

NorTech does not guarantee:

  • Exact cosmetic outcomes
  • Exact color matching
  • Performance of aging systems
  • Results impacted by environmental factors
  • Outcomes dependent on Customer maintenance
  • Results where underlying issues prevent optimal performance

11.10 Customer Acceptance of Completed Work

Work is deemed accepted when:

  • The Customer signs the Completion Report, or
  • The Customer fails to submit a Satisfaction Form within 72 hours, or
  • The Customer uses the serviced system, appliance, or vehicle

Acceptance triggers:

  • Final invoicing
  • Warranty activation
  • Closure of the service order

12. MATERIALS, TOOLS, EQUIPMENT & PROCUREMENT POLICIES

NorTech Services, LLC (“NorTech”) provides Technicians with the tools, equipment, and materials necessary to perform services safely, efficiently, and in compliance with industry standards. This Section defines the rights, responsibilities, and limitations associated with materials procurement, tool usage, equipment handling, and Customer‑supplied items.

12.1 Standard Tools & Technician‑Provided Equipment

12.1.1 Standard Tools

Technicians are required to arrive with a complete set of standard tools appropriate for their trade, which may include:

  • Hand tools (hammers, screwdrivers, pliers, wrenches)
  • Power tools (drills, impact drivers, saws)
  • Measuring tools (tape measures, levels, stud finders)
  • Safety equipment (gloves, goggles, PPE)
  • Consumables (tape, sealants, fasteners, adhesives)
  • Basic diagnostic tools

These tools are included in the standard labor rate and do not incur additional charges.

12.1.2 Technician Responsibility

Technicians are responsible for:

  • Maintaining tools in safe working condition
  • Using tools in accordance with OSHA and manufacturer guidelines
  • Ensuring tools do not damage Customer property
  • Securing tools to prevent injury, theft, or misuse
  • Inspecting tools before use to ensure safety

NorTech is not liable for delays caused by tool malfunction unless due to NorTech’s negligence or failure to provide required equipment.

12.2 Specialized Tools & Heavy Equipment

12.2.1 Specialized Equipment

Certain services require specialized or heavy equipment, including:

  • Extension ladders (over 20 ft)
  • Industrial saws or rotary hammers
  • Tile cutters
  • Paint sprayers
  • Refrigerant recovery machines
  • Automotive lifts or jacks
  • Pressure washers
  • Drain snakes or hydro‑jetting equipment
  • Thermal imaging cameras
  • Moisture meters
  • Concrete breakers or compactors

12.2.2 Advance Coordination

If specialized equipment is required:

  • NorTech will coordinate procurement
  • Customer will be notified in advance
  • Additional fees may apply
  • Work may be rescheduled if equipment is unavailable
  • Certain equipment may require certified operators

12.2.3 Equipment Fees

Fees may include:

  • Rental charges
  • Delivery and pickup fees
  • Fuel or usage surcharges
  • Operator fees (if specialized certification is required)
  • Cleaning or decontamination fees (if applicable)

These fees will be disclosed in the Work Order whenever reasonably possible.

12.3 NorTech Material Procurement Option

12.3.1 Procurement Services

Customers may elect to have NorTech procure materials, including:

  • Replacement parts
  • Building materials
  • Paint, hardware, fixtures
  • HVAC components
  • Plumbing parts
  • Automotive parts
  • Electrical components
  • Specialty or custom‑order items

12.3.2 Procurement Fees

Material procurement may include:

  • Retail cost of materials
  • Applicable taxes
  • Shipping or freight
  • Handling fee (percentage or flat rate)
  • Special‑order surcharges
  • Restocking fees (if permitted by supplier)

12.3.3 Pre‑Payment Requirement

All materials procured by NorTech require:

  • Full pre‑payment, or
  • A deposit equal to the material cost

Special‑order items are non‑refundable.

12.3.4 Delivery Delays

NorTech is not liable for delays caused by:

  • Supplier shortages
  • Shipping delays
  • Backorders
  • Manufacturer defects
  • Incorrect Customer information
  • Customs or import delays (for specialty items)

If delays impact scheduling, NorTech will notify the Customer and reschedule as needed.

12.4 Customer‑Supplied Materials

12.4.1 Customer Responsibility

If the Customer elects to supply materials:

  • Customer is responsible for ensuring compatibility
  • Customer must provide materials on‑site before work begins
  • Customer must ensure materials are new, safe, and functional
  • Customer must provide documentation (manuals, specs) if needed

12.4.2 No Warranty

NorTech provides no warranty for:

  • Customer‑supplied parts
  • Customer‑supplied materials
  • Customer‑supplied equipment

Failures caused by Customer‑supplied materials void all labor warranties.

12.4.3 Additional Labor Charges

If Customer‑supplied materials:

  • Are defective
  • Are incompatible
  • Fail during installation
  • Cause additional labor or troubleshooting

The Customer is responsible for all additional costs.

12.4.4 Refusal of Unsafe Materials

Technicians may refuse to install:

  • Counterfeit parts
  • Damaged materials
  • Non‑compliant components
  • Recalled items
  • Materials that violate code or manufacturer guidelines
  • Materials that pose safety risks

12.5 Material Quality & Substitutions

12.5.1 NorTech‑Approved Materials

Technicians must use materials that meet:

  • Industry standards
  • Manufacturer specifications
  • Local code requirements
  • Safety regulations
  • NorTech’s internal quality guidelines

12.5.2 Substitutions

If a material is unavailable:

  • NorTech may substitute an equivalent or superior item
  • Customer will be notified whenever reasonably possible
  • Price adjustments may apply

12.5.3 Customer Requests for Specific Brands

If the Customer requests a specific brand or model:

  • NorTech will attempt to accommodate
  • Additional costs may apply
  • Delays may occur
  • Special‑order items are non‑refundable

12.6 Handling of Removed or Replaced Materials

12.6.1 Ownership of Removed Materials

Unless otherwise agreed in writing:

  • Removed materials become the property of NorTech
  • NorTech may dispose of or recycle materials at its discretion

12.6.2 Customer Requests to Retain Removed Items

If the Customer wishes to retain removed materials:

  • Customer must notify the technician before work begins
  • Customer assumes responsibility for storage and disposal
  • Additional handling fees may apply

12.7 Hazardous Materials & Environmental Compliance

12.7.1 Hazardous Materials

Certain materials require special handling, including:

  • Refrigerants
  • Chemicals
  • Lead‑based paint
  • Asbestos
  • Mold‑contaminated materials
  • Biohazards
  • Automotive fluids
  • Mercury‑containing devices
  • Sharps or medical waste

12.7.2 Compliance Requirements

NorTech complies with:

  • EPA regulations
  • OSHA standards
  • State environmental laws
  • Local disposal requirements
  • Refrigerant recovery and recycling rules
  • Hazardous waste manifesting requirements

12.7.3 Hazardous Material Fees

Fees may apply for:

  • Handling
  • Containment
  • Disposal
  • Environmental compliance
  • Specialized PPE
  • Third‑party remediation

NorTech may refuse service if hazardous materials are present without proper remediation.

12.8 Equipment Damage & Liability

12.8.1 Technician Equipment

The Customer is liable for damage to technician equipment caused by:

  • Customer negligence
  • Unsafe site conditions
  • Interference by pets or children
  • Hidden hazards not disclosed
  • Customer misuse of tools or equipment

12.8.2 Customer Equipment

NorTech is not liable for damage to Customer equipment caused by:

  • Pre‑existing defects
  • Improper installation by third parties
  • Customer misuse
  • Age‑related deterioration
  • Incompatibility with new components

12.9 Storage of Materials & Equipment On‑Site

12.9.1 Temporary Storage

For multi‑day projects, NorTech may store materials or equipment on‑site.

The Customer must:

  • Provide a secure area
  • Protect stored items from theft or damage
  • Allow technicians access
  • Ensure stored items are not tampered with

12.9.2 Liability for Stored Items

NorTech is not responsible for:

  • Theft
  • Vandalism
  • Weather damage
  • Damage caused by Customer or third parties

Unless caused by NorTech’s negligence.

12.10 Ownership of Deliverables

All materials, parts, and equipment installed by NorTech remain the property of NorTech until:

  • Full payment is received
  • All outstanding balances are cleared

NorTech may remove installed materials if payment is not made, subject to applicable law. Removal may require additional labor charges.

13. COMMUNICATION STANDARDS, AUTHORIZED CHANNELS & PROHIBITED CONDUCT

NorTech Services, LLC (“NorTech”) maintains strict communication protocols to ensure accuracy, safety, documentation integrity, and legal enforceability. This Section governs all communication between NorTech, its Technicians, and the Customer. These rules apply to all service categories, all regions, and all forms of interaction.

13.1 Authorized Communication Channels

The Customer agrees that all official communication with NorTech must occur exclusively through the following approved channels. Communications outside these channels are not recognized, logged, or enforceable.

13.1.1 Phone Support

Official phone communication includes:

  • NorTech’s primary customer support line
  • NorTech’s emergency hotline
  • NorTech’s dispatch and scheduling line

Calls may be recorded for quality assurance, training, and dispute resolution.

13.1.2 Email

Only emails sent to or from official NorTech email addresses ending in @nortech.site are valid, including:

  • Customer support email
  • Member services email
  • Billing and finance email
  • Project management email (for large jobs)

Emails sent to personal addresses or non‑NorTech domains are not recognized.

13.1.3 Online Platforms

Authorized online platforms include:

  • NorTech’s official website
  • Customer portal
  • Online booking system
  • Official live chat interface

These platforms maintain secure logs for documentation and compliance.

13.1.4 SMS/Text Messaging

Only messages sent to or from NorTech’s designated business numbers are considered valid. Messages sent to technician personal numbers are not recognized.

13.1.5 In‑App or Portal Messaging

If NorTech provides an app or portal messaging system:

  • All communication through that system is considered official
  • All messages are automatically logged
  • All approvals and confirmations are legally binding

13.2 Unauthorized Communication Channels

The following communication methods are not authorized and shall not be used for any official purpose:

  • Personal phone numbers of Technicians
  • Personal email addresses
  • Social media platforms (Facebook, Instagram, TikTok, etc.)
  • Messaging apps (WhatsApp, Telegram, Signal, Messenger, etc.)
  • Direct communication with subcontractors outside NorTech’s platform
  • Any third‑party communication channel not explicitly approved by NorTech

NorTech is not responsible for:

  • Miscommunications
  • Unauthorized agreements
  • Fraudulent activity
  • Payment disputes
  • Scheduling errors
  • Privacy breaches

arising from the use of unauthorized channels.

13.3 Prohibition on Direct Technician Communication

13.3.1 No Direct Negotiation

Technicians are strictly prohibited from:

  • Negotiating pricing
  • Providing off‑platform discounts
  • Offering unauthorized services
  • Making promises or guarantees
  • Modifying the scope of work
  • Accepting direct payments
  • Providing verbal commitments that contradict written policies

13.3.2 No Personal Contact Exchange

Technicians may not:

  • Provide personal phone numbers
  • Provide personal email addresses
  • Add Customers on social media
  • Communicate outside approved channels
  • Engage in private side agreements

13.3.3 Customer Responsibility

If the Customer initiates or participates in unauthorized communication:

  • NorTech may void warranties
  • NorTech may deny claims
  • NorTech may terminate service
  • NorTech is not liable for any resulting damages
  • The Customer may be responsible for additional fees

13.4 Payment Communication Rules

13.4.1 No Direct Payments to Technicians

The Customer must never:

  • Pay a Technician directly
  • Provide cash to a Technician
  • Use peer‑to‑peer apps (Cash App, Venmo, Zelle, PayPal, etc.)
  • Provide checks to a Technician
  • Provide tips in exchange for unauthorized work
  • Offer incentives to bypass NorTech’s billing system

All payments must be processed through NorTech’s approved systems.

13.4.2 Consequences of Direct Payment

If the Customer pays a Technician directly:

  • The payment is considered invalid
  • The Customer still owes NorTech the full amount
  • All warranties are voided
  • NorTech may remove the Technician from its network
  • NorTech may pursue legal remedies
  • NorTech may suspend or refuse future service

13.5 Documentation & Recordkeeping

13.5.1 Official Records

The following constitute official records:

  • Work Orders
  • Estimates
  • Invoices
  • Completion Reports
  • Photos and videos uploaded by Technicians
  • Messages sent through authorized channels
  • Signed or electronically accepted agreements
  • Call logs and recorded calls

13.5.2 Customer Responsibility

The Customer must:

  • Retain copies of all documents
  • Review all Work Orders and invoices
  • Notify NorTech of discrepancies within 72 hours
  • Provide documentation when submitting claims

13.5.3 No Verbal Agreements

Verbal statements made by Technicians or representatives:

  • Are not binding
  • Do not modify these Terms
  • Do not override written agreements
  • Are not enforceable

Only written, authorized communication is legally valid.

13.6 Communication Conduct Standards

13.6.1 Customer Conduct

The Customer must:

  • Communicate respectfully
  • Refrain from abusive, threatening, or discriminatory language
  • Provide clear and timely responses
  • Follow instructions from NorTech staff
  • Avoid interfering with technician workflow

13.6.2 Technician Conduct

Technicians must:

  • Communicate professionally
  • Avoid profanity or inappropriate language
  • Provide accurate information
  • Avoid making unauthorized commitments
  • Follow NorTech’s Code of Conduct

13.6.3 Zero‑Tolerance Policy

NorTech maintains a zero‑tolerance policy for:

  • Harassment
  • Threats
  • Discrimination
  • Sexual comments
  • Intimidation
  • Hostile behavior

NorTech may terminate service immediately if such behavior occurs.

13.7 Communication for Emergencies

13.7.1 Emergency Contact Protocol

In emergencies, Customers must:

  • Call the emergency hotline
  • Provide accurate location details
  • Describe the nature of the emergency
  • Follow technician instructions
  • Remain reachable during dispatch

13.7.2 No Email for Emergencies

Email, chat, or portal messages are not acceptable for emergency requests and may result in delayed response.

13.8 Communication for Scope Changes

13.8.1 Written Approval Required

All scope changes must be:

  • Documented in writing
  • Approved by NorTech
  • Signed or digitally accepted by the Customer
  • Added to the Work Order

Technicians may not proceed with additional work without written authorization.

13.8.2 No Verbal Approvals

Verbal approvals are:

  • Not valid
  • Not enforceable
  • Not recognized by NorTech

13.9 Recording & Monitoring

13.9.1 Customer Consent

The Customer consents to:

  • Call recording for quality and training
  • Message logging
  • Documentation of all communications
  • Use of communication records for dispute resolution
  • Storage of communication records in accordance with privacy laws

13.9.2 Technician Body Cameras (If Applicable)

In certain regions, Technicians may use:

  • Body cameras
  • Vehicle dash cameras
  • On‑site photo/video documentation

Recordings are used for:

  • Safety
  • Quality assurance
  • Liability protection
  • Dispute resolution
  • Training and compliance

13.10 Prohibited Communication Conduct

The Customer may not:

  • Attempt to hire Technicians outside NorTech
  • Request off‑platform work
  • Request illegal or unsafe work
  • Offer bribes or incentives
  • Attempt to bypass NorTech’s payment system
  • Threaten negative reviews to obtain discounts
  • Harass or intimidate staff or Technicians
  • Provide false or misleading information

Violations may result in:

  • Immediate service termination
  • Legal action
  • Claim denial
  • Permanent account suspension
  • Reporting to authorities if required by law

14. TECHNICIAN POLICIES, PROFESSIONAL STANDARDS & PERFORMANCE REQUIREMENTS

This Section governs the conduct, qualifications, responsibilities, and performance expectations of all Technicians, subcontractors, and network partners (“Technicians”) performing services on behalf of NorTech Services, LLC (“NorTech”). These standards ensure safety, professionalism, regulatory compliance, and consistent service quality across all 50 states.

14.1 Technician Qualifications, Licensing & Background Requirements

14.1.1 Licensing Requirements

All Technicians must:

  • Hold all licenses required by state, county, and municipal law
  • Maintain active certifications for specialized trades (HVAC, electrical, plumbing, EPA 608, etc.)
  • Comply with continuing education and renewal requirements
  • Provide proof of licensure upon request
  • Maintain trade‑specific endorsements where required (e.g., gas‑fitting, backflow, refrigerant handling)

NorTech may suspend or remove any Technician whose license lapses, is revoked, or is under investigation.

14.1.2 Background Checks

Technicians must pass:

  • Criminal background checks
  • Identity verification
  • Employment history verification
  • Driving record checks (if operating vehicles)
  • Drug screening (where permitted by law)

NorTech reserves the right to conduct periodic re‑screenings and may remove any Technician who fails to meet ongoing eligibility requirements.

14.1.3 Insurance Requirements

Technicians must maintain:

  • General liability insurance
  • Workers’ compensation (where required by law)
  • Auto liability insurance (if driving for work)
  • Trade‑specific insurance (e.g., pollution liability, bonding)

Proof of insurance must be provided to NorTech upon request and kept current at all times.

14.2 Professional Conduct & Behavioral Standards

14.2.1 Code of Conduct

Technicians must:

  • Behave professionally and respectfully
  • Use courteous, non‑offensive language
  • Treat Customers, property, and colleagues with respect
  • Follow NorTech’s ethics, conduct, and anti‑harassment policies
  • Maintain a positive and professional demeanor
  • Comply with all federal, state, and local laws while on duty

14.2.2 Prohibited Behavior

Technicians may not:

  • Use profanity, slurs, or discriminatory language
  • Engage in harassment, intimidation, or threatening behavior
  • Consume alcohol, cannabis, or drugs while on duty
  • Engage in theft, fraud, or misrepresentation
  • Solicit off‑platform work
  • Request or accept direct payments from Customers
  • Provide personal contact information to Customers
  • Engage in romantic or inappropriate interactions with Customers
  • Smoke inside Customer property or vehicles

Violations may result in immediate removal from the NorTech network and potential legal action.

14.3 Appearance, Uniform & Identification Requirements

14.3.1 Professional Appearance

Technicians must:

  • Wear clean, professional attire
  • Maintain good personal hygiene
  • Present themselves in a manner consistent with NorTech’s brand
  • Avoid clothing with offensive or political messaging

14.3.2 Identification

Technicians must:

  • Carry a valid photo ID
  • Display NorTech‑approved identification when required
  • Clearly identify themselves upon arrival
  • Provide their first name and role when greeting the Customer

14.4 Punctuality, Scheduling & Time Management

14.4.1 Arrival Expectations

Technicians must:

  • Arrive within the assigned arrival window
  • Notify NorTech immediately if delayed
  • Provide updated ETAs when necessary
  • Avoid last‑minute cancellations except for emergencies

14.4.2 Time Management

Technicians must:

  • Use time efficiently
  • Avoid unnecessary breaks or delays
  • Document time spent on‑site accurately
  • Prioritize safety without sacrificing productivity

14.4.3 Multi‑Day Projects

Technicians must:

  • Follow the assigned schedule
  • Communicate progress daily
  • Notify NorTech of delays, material shortages, or obstacles
  • Secure tools and materials at the end of each day

14.5 Safety Compliance & OSHA Standards

14.5.1 Safety Requirements

Technicians must comply with:

  • OSHA regulations
  • State and local safety laws
  • Manufacturer safety guidelines
  • NorTech’s internal safety protocols
  • PPE requirements for their trade

14.5.2 Required PPE

Technicians must use appropriate PPE, including:

  • Gloves
  • Safety glasses
  • Respirators (when required)
  • Hard hats
  • Protective footwear
  • Fall‑protection equipment

14.5.3 Hazard Identification

Technicians must:

  • Identify hazards
  • Document unsafe conditions
  • Report hazards to NorTech immediately
  • Refuse to work in unsafe environments
  • Recommend remediation when necessary

14.5.4 Lockout/Tagout Procedures

Technicians must follow lockout/tagout procedures when working on:

  • Electrical systems
  • Gas lines
  • Pressurized systems
  • Mechanical equipment
  • High‑voltage or high‑pressure systems

14.6 Scope Adherence & Work Authorization

14.6.1 Strict Scope Compliance

Technicians must perform work only within the scope defined in:

  • The Service Assessment
  • The Work Order
  • Approved change orders
  • Written instructions from NorTech

14.6.2 Prohibited Actions

Technicians may not:

  • Perform unauthorized work
  • Modify the scope without written approval
  • Provide verbal quotes or discounts
  • Offer services outside NorTech’s platform
  • Perform work outside their licensing or certification

14.6.3 Discovery of Additional Issues

If additional issues are discovered:

  • Work must pause
  • Technician must document the issue
  • Technician must notify NorTech
  • Customer approval must be obtained before proceeding

14.7 Documentation, Reporting & Transparency Requirements

14.7.1 Required Documentation

Technicians must document:

  • Before‑and‑after photos
  • Diagnostic findings
  • Materials used
  • Work performed
  • Safety concerns
  • Deviations from the original scope
  • Permit numbers (if applicable)

14.7.2 Completion Report

Upon completion, Technicians must:

  • Conduct a final walk‑through with the Customer
  • Explain maintenance recommendations
  • Review warranty or care instructions
  • Obtain Customer acknowledgment
  • Upload a Completion Report to the portal

14.7.3 Accurate Recordkeeping

Technicians must:

  • Accurately record time, materials, and labor
  • Avoid falsifying or altering records
  • Submit documentation promptly
  • Maintain transparency in all reporting

14.8 Tool & Equipment Responsibility

14.8.1 Technician Responsibility

Technicians must:

  • Arrive with all standard tools
  • Request specialized equipment in advance
  • Maintain tools in safe working condition
  • Use tools safely and appropriately
  • Report damaged or malfunctioning tools

14.8.2 Damage to Customer Property

Technicians must take reasonable steps to avoid property damage.

NorTech is not liable for:

  • Damage caused by pre‑existing conditions
  • Damage to fragile or unsecured items
  • Damage caused by Customer interference
  • Damage resulting from unsafe site conditions

14.9 Ethical Standards & Anti‑Fraud Requirements

Technicians must:

  • Provide honest assessments
  • Avoid upselling unnecessary services
  • Report suspected fraud or misconduct
  • Maintain integrity in all interactions
  • Follow all anti‑bribery and anti‑corruption laws

Fraudulent behavior may result in:

  • Immediate removal
  • Legal action
  • Reporting to licensing authorities
  • Permanent disqualification from NorTech’s network

14.10 Performance Monitoring & Quality Assurance

14.10.1 Performance Metrics

Technicians are evaluated based on:

  • Customer satisfaction
  • Quality of workmanship
  • Timeliness and punctuality
  • Documentation accuracy
  • Compliance with policies
  • Safety record
  • Callback frequency

14.10.2 Quality Inspections

NorTech may conduct:

  • Random inspections
  • Post‑service audits
  • Customer follow‑ups
  • On‑site evaluations
  • Peer reviews

14.10.3 Corrective Action

If performance issues are identified:

  • Retraining may be required
  • Probation may be imposed
  • Access to jobs may be restricted
  • Removal from the network may occur

14.11 Zero‑Tolerance Violations

Immediate removal occurs for:

  • Theft or fraud
  • Harassment or discrimination
  • Violence or threats
  • Drug or alcohol use on duty
  • Unsafe practices causing injury or risk
  • Off‑platform solicitation
  • Accepting direct payments
  • Performing unlicensed work
  • Tampering with documentation or records

15. NORTECH 1-YEAR LABOR WARRANTY

NorTech Services, LLC (“NorTech”) provides a limited 1-Year Labor Warranty (“Warranty”) on qualifying services performed by NorTech‑approved Technicians. This Warranty protects Customers from defects in workmanship while clearly defining the limitations, exclusions, and procedural requirements necessary to maintain enforceability across all 50 states.

This Warranty applies only to labor performed by NorTech and does not extend to materials, parts, equipment, or Customer‑supplied items unless expressly stated in writing.

15.1 Warranty Coverage Period

15.1.1 Standard Coverage

The Warranty covers qualifying labor for 1 Year from the date the service is marked as completed in NorTech’s system.

15.1.2 Start of Warranty Period

The Warranty period begins on the earliest of:

  • The date the Completion Report is issued
  • The date the Customer signs the Completion Report
  • The date the Customer begins using the serviced system, appliance, or vehicle

15.1.3 Multi‑Visit Jobs

For multi‑day or multi‑phase projects:

  • The Warranty period begins upon final completion of the entire project
  • Interim visits do not reset or extend the Warranty period
  • Partial completion does not trigger Warranty activation

15.2 What the Warranty Covers

The Warranty covers labor only, specifically workmanship defects.

15.2.1 Workmanship Defects

Defects directly resulting from:

  • Improper installation
  • Incorrect assembly
  • Incomplete work
  • Failure to follow manufacturer specifications
  • Failure to follow code‑compliant procedures
  • Technician error
  • Improper adjustments or calibration

15.2.2 Corrective Labor

If a workmanship defect is verified:

  • NorTech will provide corrective labor at no additional labor cost
  • Corrective work will be performed by a NorTech‑approved Technician
  • Corrective work will be limited to restoring the original service to proper working condition
  • NorTech may assign a different Technician for corrective work

15.2.3 Warranty Visit Scope

Warranty visits include:

  • Assessment of the reported issue
  • Verification of workmanship defect
  • Corrective labor if the defect is confirmed

Warranty visits do not include:

  • New diagnostics unrelated to the original service
  • New issues discovered during the visit
  • Upgrades, enhancements, or modifications
  • Work outside the original scope
  • Work required due to Customer misuse or external causes

15.3 What the Warranty Does NOT Cover

15.3.1 Materials, Parts & Equipment

The Warranty excludes:

  • Parts not supplied by NorTech
  • Customer‑supplied materials
  • Manufacturer defects
  • Wear‑and‑tear items
  • Consumables (filters, bulbs, belts, fluids, etc.)
  • Items with expired manufacturer warranties

15.3.2 External Causes

The Warranty does not cover issues caused by:

  • Misuse, abuse, or neglect
  • Improper operation
  • Unauthorized repairs or modifications
  • Customer‑performed work
  • Third‑party work
  • Accidents, impacts, or physical damage
  • Weather events (rain, snow, wind, lightning, flooding, etc.)
  • Pest damage (rodents, insects, etc.)
  • Power surges or electrical failures
  • Plumbing failures unrelated to the serviced component
  • Vehicle accidents or road hazards
  • Environmental contamination or corrosion

15.3.3 Pre‑Existing Conditions

The Warranty does not cover:

  • Hidden defects
  • Structural issues
  • Code violations
  • Aging or deteriorated systems
  • Corrosion, rust, or rot
  • Prior unpermitted work
  • Systems beyond their expected service life

15.3.4 Customer‑Supplied Materials

If the Customer provides materials:

  • No labor warranty applies
  • Failures caused by such materials are excluded
  • Additional labor required due to material failure is billable

15.3.5 Emergency Services

Emergency services are excluded due to the urgent, temporary, and stabilizing nature of emergency repairs.

15.3.6 Normal Wear & Tear

The Warranty does not cover:

  • Gradual deterioration
  • Cosmetic issues
  • Minor imperfections
  • Expected wear of mechanical components
  • Seasonal performance fluctuations

15.4 Warranty Claim Process

To initiate a Warranty claim, the Customer must follow the steps below.

15.4.1 Required Documentation

The Customer must provide:

  • Original receipt or invoice
  • Service Order Number
  • Completion Report reference
  • Detailed description of the issue
  • Photos or videos showing the defect (if applicable)
  • Proof of access to the serviced system

15.4.2 Submission Method

Warranty claims must be submitted through:

  • NorTech’s support email
  • Customer portal
  • Official support phone line

Claims submitted through unauthorized channels may be delayed or denied.

15.4.3 Scheduling a Warranty Visit

Upon receiving a valid claim:

  • NorTech will schedule an assessment visit
  • A trip or call‑out fee may apply
  • Labor for verified workmanship defects is fully covered

15.4.4 Assessment Outcome

If the issue is:

  • Covered → Corrective labor is performed at no labor cost
  • Not covered → Customer will receive a written estimate for additional work

15.5 Warranty Limitations & Conditions

15.5.1 No Warranty Without Full Payment

The Warranty is void if:

  • The Customer has unpaid invoices
  • Payment was reversed or charged back
  • Payment was made directly to a Technician

15.5.2 No Warranty for Unauthorized Work

The Warranty is void if:

  • Customer modifies the work
  • A third party performs additional work
  • Customer tampers with installed components
  • Customer bypasses NorTech’s communication or payment systems

15.5.3 No Warranty for Unsafe Conditions

The Warranty is void if:

  • The serviced system is used unsafely
  • The Customer ignores safety instructions
  • The Customer fails to maintain the system properly
  • The environment becomes hazardous or non‑compliant

15.5.4 No Warranty for Customer Negligence

Examples include:

  • Failure to clean filters
  • Failure to maintain appliances
  • Failure to follow post‑service instructions
  • Failure to address related issues recommended by NorTech
  • Operating equipment outside intended use

15.6 Warranty Visit Fees

15.6.1 Trip/Call‑Out Fees

Warranty visits may include:

  • A trip fee
  • A diagnostic fee (if unrelated to original work)
  • Additional labor charges for non‑warranty issues

15.6.2 Customer Responsibility

If the issue is not covered by the Warranty:

  • The Customer is responsible for all fees
  • No corrective labor will be performed without approval
  • Declined repairs may incur minimum service charges

15.7 Warranty Transferability

This Warranty is:

  • Non‑transferable
  • Valid only for the original Customer
  • Void if the property or vehicle is sold, transferred, or leased to another party

15.8 Warranty Extensions for Members

Customers enrolled in a NorTech Membership or Subscription plan may receive:

  • An additional 30 days of labor warranty
  • Priority scheduling for Warranty visits
  • Reduced or waived trip fees

Membership terms apply.

15.9 Warranty Disclaimer

15.9.1 No Implied Warranties

To the fullest extent permitted by law:

  • All implied warranties (merchantability, fitness for a particular purpose, etc.) are disclaimed
  • This Warranty is the Customer’s exclusive remedy

15.9.2 Limitation of Liability

NorTech’s liability is limited to:

  • The cost of corrective labor
  • Not exceeding the amount paid for the original service

NorTech is not liable for:

  • Consequential damages
  • Loss of use
  • Loss of profits
  • Property damage
  • Personal injury
  • Business interruption

16. SERVICE ASSESSMENT & SATISFACTION GUARANTEE

NorTech Services, LLC (“NorTech”) provides a structured, multi‑stage quality assurance process designed to ensure transparency, accuracy, and Customer satisfaction. This Section governs the Pre‑Work Service Assessment, On‑Site Execution, Post‑Service Evaluation, and the 72‑Hour Satisfaction Guarantee, including all procedural requirements and limitations.

This Guarantee applies only to qualifying non‑emergency services and does not extend or modify the NorTech 1-Year Labor Warranty.

16.1 Pre‑Work Service Assessment (Mandatory for All Jobs)

Before any work begins, NorTech conducts a formal Service Assessment to ensure clarity, accuracy, and mutual understanding of the job scope. This Assessment serves as the binding scope document for the service.

16.1.1 Components of the Service Assessment

The written Service Assessment includes:

(a) Issue Description A clear summary of the Customer‑reported problem or requested service, including any photos, videos, or notes provided.

(b) Recommended Solution Technician’s proposed approach based on preliminary information, including alternative options if applicable.

(c) Detailed Scope of Work A structured breakdown including:

  • Tasks to be performed
  • Limitations or exclusions
  • Required materials and equipment
  • Estimated labor hours
  • Safety considerations
  • Access requirements
  • Any dependencies (permits, utilities, third‑party coordination)

(d) Line‑Item Price Breakdown

  • Labor
  • Materials
  • Travel fees
  • Equipment fees
  • Surcharges (after‑hours, specialty equipment, etc.)
  • Estimated taxes (if applicable)

(e) Customer Questions & Clarifications

  • Opportunity for Customer to ask questions
  • Documentation of clarifications provided
  • Confirmation of Customer understanding

16.1.2 Acceptance Requirement

The Assessment becomes the governing document for the job once:

  • The Customer signs electronically, or
  • The Customer provides written acceptance via an authorized channel.

No work may begin without acceptance. Verbal approvals are not valid.

16.1.3 Accuracy of Assessment

The Assessment is based on:

  • Customer‑provided information
  • Visible conditions
  • Preliminary diagnostics
  • Standard labor assumptions

If hidden conditions are discovered later, a revised Assessment or Change Order may be required. NorTech is not responsible for inaccuracies caused by incomplete or incorrect Customer information.

16.2 On‑Site Execution (Strict Scope Compliance)

Technicians must perform work strictly within the signed Assessment.

16.2.1 Scope Adherence

Technicians may not:

  • Add tasks
  • Modify tasks
  • Perform upgrades
  • Perform unrelated repairs
  • Substitute materials
  • Change installation methods

without written Customer approval.

16.2.2 Discovery of New Conditions

If new conditions arise that require scope changes:

  • Technician must pause work
  • Document the condition with photos and notes
  • Notify NorTech and the Customer
  • Provide a revised Assessment or Change Order
  • Obtain written approval before proceeding

Work performed without written approval is not covered by any warranty or guarantee.

16.2.3 Unauthorized Work Prohibited

Any work performed outside the approved scope:

  • Is not covered by any warranty
  • Is not eligible for the Satisfaction Guarantee
  • May result in additional charges
  • May result in disciplinary action for the Technician

16.3 Post‑Service Evaluation (Quality Verification)

Upon completion of the service, NorTech conducts a Post‑Service Evaluation to ensure accuracy and quality.

16.3.1 Evaluation Components

A NorTech Quality Inspector or Technician will:

  • Verify that all work matches the signed Assessment
  • Confirm that all deliverables function as intended
  • Ensure the site is left clean, safe, and free of debris
  • Document the final condition with photos
  • Identify any remaining concerns or recommendations

15.3.2 Completion Report

After evaluation:

  • A Completion Report is generated
  • The report includes photos, notes, and verification of completed work
  • The report is uploaded to the Customer portal
  • The Customer receives a notification

The Completion Report serves as the official record of service completion.

16.3.3 Customer Refusal

If the Customer refuses to participate in the walk‑through:

  • The refusal is documented
  • The service is deemed completed
  • The Customer remains responsible for payment

16.4 72‑Hour Customer Satisfaction Review

NorTech provides a 72‑hour window for Customers to report concerns related to the original scope of work.

16.4.1 Satisfaction Form

Within 2 hours of the Completion Report being posted, the Customer receives a Satisfaction Form requiring:

  • Service Order Number
  • Description of concern
  • Supporting photos or videos
  • Desired resolution
  • Confirmation that the issue relates to the original scope

16.4.2 Eligibility

To qualify for the Satisfaction Guarantee:

  • The form must be submitted within 72 hours
  • The issue must be directly related to the original scope
  • The Customer must not have altered or tampered with the work
  • The Customer must not have hired a third party to modify the work
  • The serviced system must have been used as intended

16.4.3 Remedial Visit

If the issue qualifies:

  • NorTech will schedule a remedial visit within 48 hours
  • Labor for corrective work is provided at no additional labor cost
  • Material costs may apply if new materials are required
  • A new Completion Report will be issued after corrective work

16.4.4 Non‑Qualifying Issues

If the issue is outside the original scope:

  • NorTech will provide a separate written estimate
  • No free remedial labor is provided
  • The Customer may choose to approve or decline the new work

16.5 Non‑Response & Automatic Acceptance

If the Customer does not submit the Satisfaction Form within the 72‑hour window:

  • The service is deemed accepted and satisfactory
  • The Satisfaction Guarantee expires
  • Any future issues fall under the 90‑Day Labor Warranty (if applicable)
  • Additional work will be billed as a new service request

16.6 Escalation Process

If the remedial visit does not resolve the issue to the Customer’s reasonable satisfaction:

16.6.1 Step 1 — Senior Technical Manager Review

A Senior Technical Manager will:

  • Review all documentation
  • Conduct a secondary assessment (remote or on‑site)
  • Provide a written determination
  • Recommend corrective actions if applicable

16.6.2 Step 2 — Executive Resolution Committee

If still unresolved:

  • The case is escalated to NorTech’s Executive Resolution Committee
  • The Committee will review all evidence
  • The Committee will issue a final determination
  • All decisions are documented in the Customer portal

16.6.3 Finality

The Committee’s decision is final and binding, except where prohibited by law.

16.7 Documentation Requirements

To process a Satisfaction Guarantee claim, the Customer must provide:

  • Original receipt or invoice
  • Service Order Number
  • Completion Report reference
  • Photos or videos of the alleged defect
  • Any relevant communication
  • Proof of access to the serviced system

Failure to provide required documentation may result in claim denial.

16.8 Scope‑Drift Exclusion

Any work discovered after the remedial visit that:

  • Was not part of the original Assessment, and
  • Was not part of the approved Change Order

is considered a new service request and will be quoted separately.

16.9 Exclusions from the Satisfaction Guarantee

The Satisfaction Guarantee does not apply to:

  • Emergency services
  • Customer‑supplied materials
  • Cosmetic preferences not documented in the Assessment
  • Pre‑existing conditions
  • Issues caused by Customer misuse
  • Issues caused by third‑party interference
  • Work performed outside the original scope
  • Systems beyond their expected service life
  • Damage occurring after service completion

17. PRIVACY & DATA SECURITY POLICY

NorTech Services, LLC (“NorTech”) is committed to protecting the privacy, confidentiality, and security of all personal information collected in connection with the scheduling, delivery, and administration of services. This Section outlines NorTech’s data‑handling practices and is incorporated by reference into these Terms. The full Privacy & Data Security Policy is available on NorTech’s website and governs all data‑related matters not expressly addressed herein.

This Policy applies to all Customers, Technicians, subcontractors, and third‑party partners interacting with NorTech systems.

17.1 Categories of Data Collected

NorTech may collect, store, and process the following categories of information, depending on the nature of the service and Customer interaction.

17.1.1 Personal Identification Information

  • Full name
  • Phone number
  • Email address
  • Billing address
  • Service address
  • Government‑issued identification (if required for verification)
  • Emergency contact information (if required for safety‑critical services)

17.1.2 Service‑Related Information

  • Vehicle information (VIN, license plate, make/model)
  • Appliance information (serial numbers, model numbers)
  • Property details (photos, layout notes, access instructions)
  • Service history and prior work orders
  • Customer preferences and communication history
  • Notes regarding safety conditions or access limitations

17.1.3 Payment Information

  • Credit/debit card details (processed via secure third‑party processors)
  • ACH or bank transfer information
  • Billing records
  • Transaction history
  • Fraud‑prevention metadata

NorTech does not store full credit card numbers on its servers.

17.1.4 Multimedia Data

  • Photos or videos submitted by the Customer
  • Photos or videos captured by Technicians for documentation
  • Audio recordings of customer support calls (for quality and training)
  • Body‑camera or dash‑camera footage (where permitted by law)

17.1.5 Technical & Usage Data

  • IP address
  • Device identifiers
  • Browser type
  • Portal usage logs
  • Communication metadata
  • Authentication logs
  • Error logs and diagnostic data

17.2 Purpose of Data Collection

NorTech collects and processes data for the following legitimate business purposes.

17.2.1 Service Delivery

  • Scheduling and dispatching Technicians
  • Diagnosing issues
  • Providing estimates and Work Orders
  • Completing services and generating Completion Reports
  • Maintaining service history for future reference

17.2.2 Customer Communication

  • Appointment confirmations
  • Service updates
  • Billing notifications
  • Warranty and satisfaction follow‑ups
  • Safety alerts or recall notices

17.2.3 Payment Processing

  • Charging for services
  • Processing refunds
  • Fraud prevention
  • Chargeback dispute documentation
  • Verification of payment method

17.2.4 Legal & Compliance Obligations

  • Regulatory compliance
  • Safety documentation
  • Insurance requirements
  • Law enforcement requests (where legally required)
  • Tax reporting

17.2.5 Operational Improvement

  • Quality assurance
  • Technician performance monitoring
  • Training and auditing
  • Product and service development
  • System optimization and troubleshooting

17.3 Legal Bases for Processing (Including GDPR‑Style Principles)

Where applicable, NorTech processes data under the following legal bases:

17.3.1 Contract Performance

Processing necessary to:

  • Provide services
  • Fulfill Work Orders
  • Process payments
  • Deliver warranties
  • Communicate service updates

17.3.2 Legitimate Interests

Including:

  • Fraud prevention
  • Network security
  • Operational efficiency
  • Quality assurance
  • Customer support
  • Safety and risk mitigation

17.3.3 Consent

Required for:

  • Marketing communications
  • Optional surveys
  • Promotional materials
  • Certain types of multimedia capture (where required by law)

Consent may be withdrawn at any time.

17.3.4 Legal Obligations

Including:

  • Tax reporting
  • Regulatory compliance
  • Safety documentation
  • Court orders
  • Insurance audits

17.4 Data Storage, Retention & Security Measures

NorTech employs industry‑standard security protocols to protect Customer data.

17.4.1 Encryption

  • AES‑256 encryption for data at rest
  • TLS 1.2+ encryption for data in transit
  • Encrypted backups stored in secure environments

17.4.2 Access Controls

  • Role‑based access
  • Multi‑factor authentication
  • Logging and monitoring of access attempts
  • Least‑privilege access principles
  • Regular access audits

17.4.3 Retention Periods

Data is retained only as long as necessary to:

  • Fulfill contractual obligations
  • Comply with legal requirements
  • Resolve disputes
  • Maintain service records
  • Support warranty and guarantee claims

After retention periods expire, data is securely deleted or anonymized.

17.4.4 Data Breach Response

In the event of a breach, NorTech will:

  • Contain and investigate the incident
  • Notify affected individuals within the legally required timeframe
  • File required regulatory disclosures
  • Implement corrective measures
  • Document all remediation steps

17.5 Third‑Party Vendors & Data Sharing

NorTech may share data with trusted third‑party vendors solely for the purpose of providing services.

17.5.1 Categories of Vendors

  • Payment processors
  • Routing and dispatch software providers
  • Logistics partners
  • Cloud storage providers
  • Background check services
  • Insurance partners
  • Customer support platforms

17.5.2 Vendor Obligations

All vendors must:

  • Sign a Data Processing Agreement (DPA)
  • Meet or exceed NorTech’s security standards
  • Use data only for the contracted purpose
  • Prohibit resale or marketing use of Customer data
  • Maintain confidentiality and data‑protection safeguards

17.5.3 No Sale of Personal Data

NorTech does not sell, rent, or trade Customer personal information.

17.6 Customer Rights

Depending on jurisdiction, Customers may have the following rights:

17.6.1 Access

Request a copy of personal data held by NorTech.

17.6.2 Correction

Request correction of inaccurate or incomplete data.

17.6.3 Deletion

Request deletion of non‑essential data, subject to:

  • Legal retention requirements
  • Warranty obligations
  • Fraud prevention needs
  • Accounting and tax regulations

17.6.4 Portability

Receive data in a structured, machine‑readable format.

17.6.5 Objection

Opt out of:

  • Direct marketing
  • Certain types of processing based on legitimate interests

17.6.6 Restriction

Request temporary suspension of processing under certain conditions.

17.7 Customer Responsibilities Regarding Data

The Customer must:

  • Provide accurate information
  • Update contact details when they change
  • Protect access to their NorTech portal account
  • Notify NorTech of suspected unauthorized access
  • Use strong passwords and secure devices

NorTech is not responsible for breaches caused by Customer negligence.

17.8 Data for Warranty, Claims & Dispute Resolution

NorTech may retain and use Customer data for:

  • Warranty claims
  • Satisfaction Guarantee claims
  • Chargeback disputes
  • Legal defense
  • Fraud investigations
  • Insurance claims

This includes:

  • Photos
  • Videos
  • Communication logs
  • Technician notes
  • GPS arrival data
  • Call recordings

17.9 Marketing Communications

17.9.1 Opt‑In Requirement

NorTech sends marketing communications only to Customers who explicitly opt in.

17.9.2 Opt‑Out

Customers may opt out at any time via:

  • Email unsubscribe link
  • Customer portal settings
  • Written request to NorTech

Opting out does not affect transactional communications such as invoices, service updates, or warranty notices.

17.10 Cross‑Border Data Transfers

If data is transferred outside the United States:

  • NorTech uses approved transfer mechanisms
  • Vendors must comply with applicable privacy laws
  • Additional safeguards may be applied
  • Transfers are limited to essential operational needs

17.11 Children’s Privacy

NorTech does not knowingly collect data from individuals under 18 years of age. If such data is discovered, it will be deleted promptly.

17.12 Contact Information for Privacy Requests

Customers may submit privacy‑related inquiries to:

privacy@nortech.site

Requests will be processed within the legally required timeframe.

18. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, the Customer acknowledges and agrees that NorTech Services, LLC (“NorTech”) shall not be held liable for damages, losses, or claims except as expressly stated in this Section. These limitations apply to all services performed, all interactions with Technicians, and all use of NorTech’s platforms, systems, and communication channels.

This Section survives termination of services and remains enforceable indefinitely.

18.1 Maximum Liability (Cap on Damages)

18.1.1 Monetary Cap

NorTech’s aggregate liability for any claim, dispute, or cause of action arising out of or relating to:

  • The services performed
  • The Work Order
  • These Terms
  • Any warranty or guarantee
  • Any negligence (other than gross negligence)

shall not exceed the total amount paid by the Customer for the specific service giving rise to the claim.

This cap applies regardless of:

  • The number of issues reported
  • The number of visits performed
  • The number of individuals involved
  • The legal theory asserted (contract, tort, negligence, etc.)

18.1.2 Per‑Service Limitation

Each service order is treated as a separate transaction. Liability for one service does not extend to:

  • Prior services
  • Future services
  • Unrelated services
  • Services performed at different locations

18.1.3 No Stacking of Claims

Multiple claims related to the same service:

  • Cannot be combined
  • Cannot exceed the liability cap
  • Cannot be aggregated across multiple legal theories

18.2 Exclusion of Consequential, Incidental & Special Damages

To the fullest extent permitted by law, NorTech shall not be liable for any:

  • Indirect damages
  • Incidental damages
  • Special damages
  • Punitive damages
  • Exemplary damages
  • Consequential damages

including, but not limited to:

  • Loss of use
  • Loss of profits
  • Loss of business
  • Loss of data
  • Loss of income
  • Loss of rental value
  • Diminished property value
  • Damage to personal property
  • Damage to vehicles, appliances, or equipment
  • Costs of alternative accommodations
  • Costs of temporary repairs
  • Emotional distress or inconvenience

Even if NorTech has been advised of the possibility of such damages.

18.3 No Liability for Pre‑Existing Conditions

NorTech is not liable for:

  • Hidden defects
  • Structural weaknesses
  • Code violations
  • Aging or deteriorated systems
  • Corrosion, rust, rot, or mold
  • Prior unpermitted work
  • Improper installations by third parties
  • Pre‑existing leaks, cracks, or failures

Any damage that occurs as a result of such conditions is the sole responsibility of the Customer.

NorTech may refuse service if pre‑existing conditions create unsafe or non‑compliant environments.

18.4 No Liability for Customer‑Supplied Materials

NorTech is not liable for:

  • Defects in Customer‑supplied parts
  • Failures caused by incompatible materials
  • Damage caused by counterfeit or low‑quality components
  • Additional labor required due to defective materials

All warranties are void when Customer‑supplied materials are used.

18.5 No Liability for Third‑Party Actions

NorTech is not responsible for:

  • Work performed by third parties
  • Damage caused by other contractors
  • Customer modifications after service
  • Unauthorized repairs or alterations
  • Interference by property managers, tenants, or guests

Any such actions void all warranties and guarantees.

18.6 No Liability for Environmental or External Factors

NorTech is not liable for damages caused by:

  • Weather (rain, snow, wind, lightning, flooding, hail, extreme temperatures)
  • Natural disasters (earthquakes, hurricanes, wildfires, tornadoes)
  • Pest infestations (rodents, insects, termites)
  • Power surges or electrical failures
  • Plumbing failures unrelated to the serviced component
  • Soil movement or settling
  • Water intrusion or moisture issues
  • Acts of vandalism or theft
  • Environmental contamination

These events are outside NorTech’s control and are excluded from liability.

18.7 No Liability for Customer Negligence or Misuse

NorTech is not liable for damages resulting from:

  • Customer misuse or abuse
  • Failure to follow instructions
  • Failure to maintain equipment
  • Overloading electrical circuits
  • Improper operation of appliances or vehicles
  • Failure to address related issues identified by NorTech
  • Continued use of malfunctioning systems
  • Tampering with installed components

18.8 No Liability for Access‑Related Issues

NorTech is not liable for:

  • Damage caused by forced entry when Customer fails to provide access
  • Damage caused by moving furniture or personal items
  • Damage caused by inadequate workspace
  • Delays caused by restricted access
  • Damage to landscaping or exterior surfaces when access is required
  • Damage caused by Customer‑controlled security systems

The Customer is responsible for ensuring safe, timely, and unobstructed access.

18.9 No Liability for Data Loss or Cybersecurity Events

NorTech is not liable for:

  • Loss of data
  • Corruption of digital files
  • Cyberattacks affecting Customer devices
  • Unauthorized access caused by Customer negligence
  • Loss of smart‑home configurations
  • Software incompatibilities

NorTech’s liability is limited to restoring settings where feasible.

18.10 No Liability for Emergency Services

Due to the urgent and stabilizing nature of emergency work, NorTech is not liable for:

  • Temporary repairs that fail
  • Damage caused by emergency stabilization
  • Incomplete repairs performed to prevent immediate harm
  • Additional damage discovered after emergency intervention

Emergency services are provided as‑is and are excluded from warranties.

18.11 Force Majeure (Events Beyond NorTech’s Control)

NorTech shall not be liable for any failure or delay caused by events beyond its reasonable control, including:

  • Natural disasters
  • Acts of war or terrorism
  • Civil unrest
  • Government restrictions
  • Pandemic‑related shutdowns
  • Labor shortages
  • Supply chain disruptions
  • Utility outages
  • Transportation delays
  • Strikes or lockouts
  • Widespread system outages

Performance is suspended for the duration of the event.

18.12 Customer Indemnification Obligations

The Customer agrees to indemnify, defend, and hold harmless NorTech from claims arising out of:

  • Customer negligence
  • Customer breach of these Terms
  • Customer misuse of serviced property
  • Customer failure to provide a safe work environment
  • Third‑party claims related to Customer actions
  • Customer interference with Technician work
  • Customer‑supplied materials or instructions

This obligation survives termination.

18.13 No Personal Liability

No officer, director, employee, agent, subcontractor, or Technician of NorTech shall be personally liable for:

  • Any damages
  • Any claims
  • Any obligations

Arising from the services provided.

All claims must be directed solely against NorTech as a business entity.

18.14 Legal Maximums Apply

If any limitation in this Section exceeds the maximum permitted by law in a particular jurisdiction:

  • The limitation is modified to the maximum extent permitted
  • All other limitations remain fully enforceable
  • The intent of the limitation remains intact

19. INDEMNIFICATION

To the fullest extent permitted by applicable law, the Customer agrees to indemnify, defend, and hold harmless NorTech Services, LLC (“NorTech”), including its:

  • Parent companies
  • Subsidiaries
  • Affiliates
  • Officers
  • Directors
  • Members
  • Managers
  • Employees
  • Agents
  • Technicians
  • Subcontractors
  • Representatives
  • Insurers
  • Successors and assigns

From and against any and all claims, demands, actions, suits, liabilities, losses, damages, fines, penalties, judgments, settlements, costs, and expenses (including reasonable attorneys’ fees and litigation costs) arising out of or relating to the matters described in this Section.

This indemnification obligation is broad, survives termination, and applies regardless of whether the claim is brought by:

  • The Customer
  • A third party
  • A governmental authority
  • An insurance carrier
  • Any other entity

19.1 Indemnification for Customer Breach of These Terms

The Customer shall indemnify NorTech for any claim arising from:

  • Violation of any provision of these Terms
  • Failure to comply with safety instructions
  • Failure to provide accurate, complete, or truthful information
  • Failure to obtain required permits or approvals
  • Unauthorized modifications to serviced systems
  • Failure to pay for services or materials
  • Chargebacks or payment disputes initiated improperly
  • Misuse of NorTech’s communication channels
  • Breach of any warranty‑related obligations

This includes all costs incurred by NorTech in responding to or resolving such claims.

19.2 Indemnification for Customer Negligence or Misconduct

The Customer shall indemnify NorTech for claims arising from:

  • Customer negligence
  • Customer misuse or abuse of serviced property
  • Customer failure to maintain equipment
  • Customer interference with Technicians
  • Customer failure to secure pets or children
  • Customer failure to disclose hazards
  • Customer intoxication or unsafe behavior
  • Customer violation of access or site‑preparation requirements

This includes injuries to:

  • Technicians
  • Customer’s guests
  • Tenants or occupants
  • Neighbors or bystanders
  • Other contractors on‑site

19.3 Indemnification for Unsafe or Hazardous Conditions

The Customer shall indemnify NorTech for claims arising from:

  • Mold, asbestos, lead, or hazardous materials
  • Pest infestations
  • Structural instability
  • Electrical hazards
  • Gas leaks
  • Water damage
  • Code violations
  • Unpermitted work performed by others
  • Unsafe or unsanitary work environments

NorTech is not responsible for injuries or damages caused by such conditions, even if discovered during service.

19.4 Indemnification for Third‑Party Claims

The Customer shall indemnify NorTech against claims brought by third parties, including:

  • Tenants
  • Landlords
  • Property managers
  • Neighbors
  • Guests
  • HOA or condominium associations
  • Other contractors
  • Vehicle passengers
  • Insurance companies seeking subrogation

Examples include:

  • Property damage claims
  • Personal injury claims
  • Nuisance or noise complaints
  • HOA rule violations
  • Claims arising from Customer misrepresentations
  • Claims arising from Customer failure to disclose hazards

19.5 Indemnification for Customer‑Supplied Materials

The Customer shall indemnify NorTech for claims arising from:

  • Defective Customer‑supplied parts
  • Counterfeit or unsafe materials
  • Incompatible components
  • Materials that violate code or manufacturer guidelines

This includes:

  • Damage to property
  • Damage to appliances or vehicles
  • Personal injury
  • Fire, electrical failure, or flooding
  • System malfunctions caused by improper materials

19.6 Indemnification for Unauthorized Work or Modifications

The Customer shall indemnify NorTech for claims arising from:

  • Customer‑performed repairs
  • Third‑party repairs
  • Unauthorized modifications
  • Tampering with installed components
  • Altering work performed by NorTech
  • Bypassing safety devices or controls

Any such actions void all warranties and guarantees.

19.7 Indemnification for Misuse of NorTech’s Intellectual Property

The Customer shall indemnify NorTech for claims arising from:

  • Unauthorized use of NorTech’s trademarks
  • Misuse of NorTech’s reports, photos, or documentation
  • Reproduction or distribution of proprietary materials
  • Misrepresentation of affiliation with NorTech
  • Use of NorTech’s content for commercial or competitive purposes

19.8 Indemnification for Fraud, Misrepresentation & Illegal Activity

The Customer shall indemnify NorTech for claims arising from:

  • Fraudulent booking or payment information
  • Identity theft or impersonation
  • Illegal activity occurring on the property
  • Use of NorTech services to facilitate unlawful conduct
  • False claims or malicious complaints
  • Misrepresentation of property ownership or authorization

19.9 Indemnification for Environmental, Regulatory & Code Violations

The Customer shall indemnify NorTech for claims arising from:

  • Violations of building codes
  • Violations of environmental regulations
  • Improper disposal of hazardous materials
  • Failure to obtain required permits
  • Fines or penalties imposed by regulatory authorities
  • Work performed in violation of zoning or HOA rules

19.10 Defense Obligations

19.10.1 Duty to Defend

The Customer agrees to:

  • Provide legal defense for NorTech
  • Pay for attorneys’ fees and litigation costs
  • Pay for settlements or judgments

NorTech may, at its sole discretion:

  • Select its own counsel
  • Participate in the defense
  • Assume exclusive control of the defense

19.10.2 Cooperation Requirement

The Customer must:

  • Provide documents and evidence
  • Provide access to the property
  • Provide truthful statements
  • Cooperate fully with NorTech and its insurers
  • Respond promptly to requests for information

Failure to cooperate constitutes a breach of these Terms.

19.11 Exceptions to Indemnification

The Customer is not required to indemnify NorTech for:

  • NorTech’s gross negligence
  • NorTech’s willful misconduct
  • Claims where indemnification is prohibited by law

However:

  • Ordinary negligence by NorTech does not void the Customer’s indemnification obligations
  • The Customer remains responsible for all other indemnifiable events

19.12 Survival of Indemnification Obligations

The Customer’s indemnification obligations:

  • Survive completion of services
  • Survive termination of the Work Order
  • Survive expiration of warranties
  • Survive account closure
  • Remain enforceable indefinitely

20. INTELLECTUAL PROPERTY

NorTech Services, LLC (“NorTech”) owns and controls all intellectual property associated with its brand, systems, documentation, technology, and service delivery processes. This Section defines the Customer’s rights and restrictions regarding the use of NorTech’s intellectual property (“IP”) and establishes legal protections to prevent unauthorized use, reproduction, or distribution.

This Section survives termination of services and remains enforceable indefinitely.

20.1 Ownership of Intellectual Property

20.1.1 NorTech Proprietary Rights

NorTech retains all rights, title, and interest in and to:

  • Trademarks, service marks, logos, and trade dress
  • Copyrighted materials
  • Patents and patentable inventions
  • Trade secrets
  • Proprietary software and algorithms
  • Internal documentation and training materials
  • Diagnostic procedures and service methodologies
  • Workflows, checklists, and operational systems
  • Photos, videos, and reports created by Technicians
  • The NorTech website, portal, mobile app, and digital interfaces
  • All data structures, schemas, and system logic
  • All marketing materials, templates, and brand assets

Nothing in these Terms transfers ownership of any IP to the Customer.

20.1.2 No Implied Licenses

The Customer receives no license, express or implied, to:

  • Use NorTech’s trademarks
  • Reproduce NorTech’s materials
  • Modify or distribute NorTech content
  • Reverse‑engineer NorTech systems
  • Create derivative works
  • Use NorTech’s content for commercial purposes
  • Train AI or machine‑learning models using NorTech content

Unless explicitly granted in a written, signed agreement.

20.2 Restrictions on Use of NorTech Materials

The Customer may not:

  • Copy or reproduce NorTech’s documentation
  • Share internal reports with third parties
  • Publish or distribute NorTech’s photos or videos
  • Use NorTech’s brand assets for marketing or advertising
  • Claim affiliation, endorsement, or partnership
  • Use NorTech’s name in a misleading manner
  • Remove proprietary notices from any materials
  • Upload NorTech content to public platforms
  • Use NorTech materials to compete with NorTech

Any unauthorized use constitutes intellectual property infringement.

20.3 Ownership of Work Product

20.3.1 Deliverables Provided to the Customer

NorTech may provide the Customer with:

  • Completion Reports
  • Diagnostic summaries
  • Photos or videos documenting work
  • Written recommendations
  • Service assessments
  • Safety notices or compliance documentation

These deliverables are provided solely for personal use related to the service performed.

20.3.2 Restrictions on Work Product

The Customer may not:

  • Sell or license NorTech’s deliverables
  • Publish them online
  • Use them for commercial purposes
  • Provide them to competitors
  • Use them to train AI or machine‑learning systems
  • Use them to develop competing services
  • Alter or falsify any NorTech documentation

20.3.3 NorTech’s Continued Ownership

All deliverables remain the intellectual property of NorTech. The Customer receives a limited, non‑exclusive, non‑transferable license to use them for personal reference only.

20.4 Technician‑Generated Content

20.4.1 Photos, Videos & Documentation

All photos, videos, notes, and documentation created by Technicians:

  • Are owned exclusively by NorTech
  • May be used for quality assurance
  • May be used for training and internal development
  • May be used for dispute resolution
  • May be used for legal defense
  • May be used for marketing only with Customer consent
  • May be stored indefinitely for compliance and audit purposes

20.4.2 Customer Access

The Customer may access copies of:

  • Completion Reports
  • Diagnostic photos
  • Service documentation

but may not:

  • Alter them
  • Remove metadata
  • Redistribute them
  • Use them for commercial or competitive purposes

20.5 Software, Portal & Digital Tools

20.5.1 License to Use NorTech’s Digital Tools

NorTech grants the Customer a revocable, limited, non‑exclusive license to use:

  • The NorTech website
  • Customer portal
  • Mobile interfaces
  • Scheduling systems
  • Messaging systems

solely for the purpose of receiving services.

20.5.2 Prohibited Digital Conduct

The Customer may not:

  • Reverse‑engineer any NorTech system
  • Attempt to access restricted areas
  • Scrape or harvest data
  • Use bots or automated tools
  • Interfere with system functionality
  • Upload malicious code
  • Attempt to bypass authentication
  • Copy or replicate the user interface or system design

Violations may result in:

  • Account suspension
  • Legal action
  • Reporting to authorities
  • Permanent ban from NorTech services

20.6 Confidential Information & Trade Secrets

20.6.1 Definition

Confidential Information includes:

  • Internal processes
  • Pricing algorithms
  • Technician training materials
  • Dispatching logic
  • Proprietary checklists
  • Customer lists
  • Vendor relationships
  • Business strategies
  • Operational manuals
  • System architecture and workflows

20.6.2 Customer Obligations

The Customer must:

  • Keep Confidential Information private
  • Not disclose it to third parties
  • Not use it for competitive purposes
  • Not reproduce or store it beyond personal use
  • Notify NorTech immediately of any unauthorized disclosure

20.6.3 Injunctive Relief

NorTech may seek:

  • Temporary restraining orders
  • Preliminary injunctions
  • Permanent injunctions

to prevent unauthorized disclosure or use. The Customer agrees that monetary damages alone may be insufficient.

20.7 Feedback, Suggestions & Improvements

20.7.1 Voluntary Submissions

If the Customer provides:

  • Feedback
  • Suggestions
  • Ideas
  • Improvements
  • Recommendations

NorTech may use them without compensation, attribution, or obligation.

20.7.2 Assignment of Rights

The Customer assigns all rights in such submissions to NorTech, including:

  • Intellectual property rights
  • Derivative work rights
  • Commercialization rights
  • Licensing rights

20.8 Third‑Party Intellectual Property

20.8.1 Use of Third‑Party Components

Some services may involve:

  • Manufacturer parts
  • Licensed software
  • Third‑party tools
  • Diagnostic systems

The Customer agrees to comply with all third‑party license terms.

20.8.2 No Warranty on Third‑Party IP

NorTech does not warrant:

  • Third‑party software
  • Third‑party documentation
  • Manufacturer materials
  • OEM or aftermarket components

Any issues must be addressed with the third‑party provider.

20.9 Enforcement & Remedies

20.9.1 Violations

Unauthorized use of NorTech’s IP may result in:

  • Immediate termination of services
  • Civil liability
  • Criminal liability (where applicable)
  • Monetary damages
  • Injunctive relief
  • Permanent ban from NorTech services

20.9.2 Recovery of Costs

The Customer agrees to reimburse NorTech for:

  • Attorneys’ fees
  • Court costs
  • Investigation expenses
  • Expert witness fees
  • Enforcement and collection costs

Incurred in enforcing this Section.

21. DISPUTE RESOLUTION & GOVERNING LAW

This Section establishes the exclusive procedures for resolving disputes between the Customer and NorTech Services, LLC (“NorTech”). These procedures are designed to ensure efficient, fair, and cost‑effective resolution of disagreements while minimizing litigation exposure.

This Section applies to all disputes, including those arising from:

  • These Terms
  • Any Work Order or service
  • Any warranty or guarantee
  • Any communication or interaction with NorTech or its Technicians
  • Any alleged tort, negligence, or statutory violation
  • Any billing or payment issue
  • Any claim for damages or injury

This Section survives termination of services and remains enforceable indefinitely.

21.1 Initial Resolution Requirement (Mandatory Pre‑Arbitration Process)

Before initiating arbitration or legal action, the Customer must complete NorTech’s mandatory dispute‑resolution process.

21.1.1 Submit a Written Notice of Dispute

The notice must include:

  • Customer name and contact information
  • Service Order Number
  • Description of the dispute
  • Supporting documentation (photos, videos, invoices, communications)
  • Desired resolution
  • Dates of relevant events

Incomplete notices may delay processing.

21.1.2 Submit Notice to NorTech

Notices must be sent to:

legal@nortech.site or NorTech Services, LLC — Legal Department (Official mailing address as listed on NorTech’s website)

Electronic submission is preferred for faster processing.

21.1.3 30‑Day Informal Resolution Period

NorTech will attempt to resolve the dispute within 30 days of receiving the notice.

The Customer agrees not to initiate arbitration or litigation until:

  • The 30‑day period has expired, or
  • NorTech provides a written response declining resolution

Failure to follow this process may result in dismissal of the claim by the arbitrator or court.

21.2 Binding Arbitration Agreement (Mandatory)

21.2.1 Agreement to Arbitrate

The Customer and NorTech agree that any dispute not resolved informally shall be resolved exclusively through binding arbitration, not court litigation.

This agreement applies regardless of:

  • The legal theory asserted
  • The nature of the damages sought
  • Whether the dispute arose before or after termination

21.2.2 Arbitration Rules

Arbitration shall be conducted:

  • Under the rules of the American Arbitration Association (AAA)
  • Before a single neutral arbitrator
  • In the state where the Customer resides, unless both parties agree otherwise
  • In English
  • With limited discovery to reduce cost and delay

21.2.3 Scope of Arbitration

Arbitration applies to:

  • Contract claims
  • Tort claims
  • Statutory claims
  • Fraud or misrepresentation claims
  • Warranty claims
  • Privacy or data‑related claims
  • Claims for injunctive relief
  • Claims arising after termination
  • Claims involving Technicians or subcontractors

21.2.4 Arbitrator Authority

The arbitrator may:

  • Award monetary damages (subject to Section 15 limitations)
  • Award injunctive relief
  • Award attorneys’ fees where permitted by law
  • Enforce these Terms

The arbitrator may not:

  • Award punitive damages
  • Award class‑wide relief
  • Modify these Terms
  • Expand the scope of arbitration beyond what is stated here

21.3 Class Action Waiver (Mandatory)

To the fullest extent permitted by law:

21.3.1 No Class Actions

The Customer agrees not to:

  • Participate in a class action
  • Initiate a class action
  • Join a class arbitration
  • Act as a class representative
  • Act as a private attorney general

21.3.2 Individual Claims Only

All disputes must be brought individually, not collectively.

21.3.3 Non‑Severability

If a court finds the class‑action waiver unenforceable:

  • The entire arbitration agreement becomes void
  • The dispute must be litigated in court
  • The Customer waives the right to a jury trial

21.4 Jury Trial Waiver

If arbitration is deemed unenforceable for any reason:

  • The Customer and NorTech waive the right to a jury trial
  • All claims will be heard by a judge in a bench trial

This waiver applies to all claims, including tort and statutory claims.

21.5 Small Claims Court Exception

Either party may bring an individual claim in small claims court if:

  • The claim is within the court’s monetary limits
  • The claim is filed individually
  • The claim does not seek injunctive relief
  • The claim does not involve class allegations

This exception does not waive the arbitration agreement for other claims.

21.6 Governing Law

21.6.1 Choice of Law

These Terms are governed by the laws of the:

State of Delaware, without regard to conflict‑of‑law principles.

21.6.2 Federal Arbitration Act (FAA)

The arbitration agreement is governed by the Federal Arbitration Act, which:

  • Preempts state laws to the contrary
  • Ensures enforceability of arbitration provisions

21.6.3 Venue for Court Proceedings

If arbitration is deemed unenforceable:

  • All litigation must occur exclusively in Delaware state or federal courts
  • The Customer consents to personal jurisdiction in Delaware
  • The Customer waives objections to venue or forum

21.7 Time Limit to Bring Claims

21.7.1 One‑Year Limitation

Any claim must be filed within:

One (1) year from the date the claim arose.

Claims filed after one year are permanently barred.

21.7.2 Exceptions

This limitation does not apply to:

  • NorTech’s claims for unpaid invoices
  • NorTech’s claims for indemnification
  • NorTech’s claims for intellectual property violations

21.8 Costs & Fees

21.8.1 Arbitration Costs

NorTech will pay:

  • Filing fees
  • Arbitrator fees
  • Administrative fees

unless the Customer’s claim is deemed frivolous, in which case the Customer may be required to reimburse NorTech.

21.8.2 Attorneys’ Fees

Each party pays its own attorneys’ fees unless:

  • A statute requires fee‑shifting
  • The arbitrator awards fees to the prevailing party
  • The claim is found to be frivolous or made in bad faith

21.9 Confidentiality of Dispute Proceedings

All arbitration and dispute‑resolution proceedings are strictly confidential, including:

  • Testimony
  • Evidence
  • Filings
  • Awards
  • Settlement discussions

Neither party may disclose information except:

  • To legal counsel
  • To insurers
  • As required by law
  • To enforce an arbitration award
  • To comply with regulatory obligations

21.10 Survival of Dispute Resolution Terms

The provisions of this Section survive:

  • Completion of services
  • Termination of the Work Order
  • Account closure
  • Expiration of warranties
  • Any legal or equitable remedy

These obligations remain enforceable indefinitely.

22. TERMINATION OF SERVICES

This Section governs the circumstances under which NorTech Services, LLC (“NorTech”) or the Customer may terminate services, Work Orders, or the contractual relationship. These provisions are designed to protect NorTech from operational, financial, and legal exposure while ensuring clarity and fairness for both parties.

Termination rights apply to:

  • Individual Work Orders
  • Multi‑day or multi‑phase projects
  • Membership or subscription plans
  • The Customer’s account
  • Any ongoing or scheduled service

All termination rights survive the completion or cancellation of services.

22.1 Termination by NorTech (For Any Lawful Reason)

NorTech may terminate any service, Work Order, or Customer relationship at any time, with or without cause, to the fullest extent permitted by law. Reasons include, but are not limited to:

22.1.1 Safety Concerns

NorTech may immediately terminate service if:

  • The environment is unsafe
  • Hazards are undisclosed
  • Customer behavior creates risk
  • Pets or minors interfere with work
  • Illegal activity is present
  • The Customer refuses to follow safety instructions
  • The Technician determines continued work poses a risk to life, health, or property

22.1.2 Customer Misconduct

Termination may occur if the Customer:

  • Uses abusive, threatening, or discriminatory language
  • Harasses Technicians or staff
  • Attempts to coerce off‑platform work
  • Attempts to bypass NorTech’s payment system
  • Engages in fraud or misrepresentation
  • Interferes with Technician workflow
  • Creates a hostile or unsafe environment

22.1.3 Non‑Payment or Payment Disputes

NorTech may terminate service if:

  • Payment is not made when due
  • A chargeback is initiated
  • A payment method fails
  • The Customer refuses to pay for approved work
  • The Customer disputes charges in bad faith
  • The Customer attempts to avoid payment obligations

22.1.4 Breach of Terms

Termination may occur if the Customer:

  • Violates any provision of these Terms
  • Fails to follow safety instructions
  • Fails to provide access or utilities
  • Fails to comply with code or permit requirements
  • Provides false or misleading information
  • Violates communication or conduct standards

22.1.5 Operational or Logistical Reasons

NorTech may terminate service due to:

  • Technician unavailability
  • Supply chain issues
  • Weather or environmental conditions
  • Scheduling conflicts
  • Business decisions or restructuring
  • Changes in service coverage areas
  • Inability to safely or reasonably complete the work

22.1.6 Suspicion of Fraud or Illegal Activity

NorTech may terminate service if:

  • Fraud is suspected
  • Identity cannot be verified
  • The service request appears unlawful
  • The Customer refuses to verify ownership or authorization
  • The property is associated with criminal activity

22.2 Termination by Customer

The Customer may terminate a Work Order or service under the following conditions:

22.2.1 Before Technician Dispatch

If the Customer cancels before a Technician is dispatched:

  • No cancellation fee applies
  • Deposits for special‑order materials are non‑refundable
  • Membership or subscription fees are not refunded

22.2.2 After Technician Dispatch

If the Customer cancels after dispatch:

  • A dispatch fee or trip fee applies
  • Time spent traveling may be billed
  • Materials already purchased may be billed
  • Technician wait time may be billed

22.2.3 After Work Has Begun

If the Customer cancels after work begins:

  • Customer must pay for all labor performed
  • Customer must pay for all materials used or purchased
  • Customer must pay any applicable restocking fees
  • Customer must pay for any equipment rental already incurred

22.2.4 Multi‑Day Projects

For multi‑day projects:

  • Customer must pay for all completed phases
  • Customer must pay for materials already procured
  • Customer may be charged a project termination fee
  • Customer may be responsible for demobilization costs

22.3 Automatic Termination

The following events automatically terminate the Work Order:

22.3.1 Unsafe Conditions

If the Technician determines the site is unsafe and the Customer refuses remediation.

22.3.2 Lack of Access

If the Customer fails to provide access within:

  • 20 minutes of the scheduled arrival window, or
  • A reasonable time determined by NorTech

22.3.3 Utility Unavailability

If required utilities (electricity, water, gas, internet) are unavailable.

22.3.4 Customer Absence

If the Customer is not present when required for:

  • Authorization
  • Safety
  • Walk‑through
  • Payment
  • Access to restricted areas

22.4 Financial Consequences of Termination

22.4.1 Customer Responsibility

Upon termination, the Customer remains responsible for:

  • All labor performed
  • All materials purchased
  • All equipment rental fees
  • All trip or dispatch fees
  • All restocking fees
  • Any outstanding balances
  • Any cancellation or termination fees

22.4.2 No Refunds for Completed Work

Completed work is non‑refundable, regardless of termination reason.

22.4.3 Special‑Order Materials

Special‑order items are:

  • Non‑returnable
  • Non‑refundable
  • Billed in full
  • Considered the Customer’s property upon purchase

22.5 Effect of Termination on Warranties & Guarantees

22.5.1 Warranty Voidance

Termination may void:

  • The 90‑Day Labor Warranty
  • The Satisfaction Guarantee
  • Any extended warranties
  • Any membership benefits

22.5.2 No Warranty for Incomplete Work

If the Customer terminates work before completion:

  • No warranty applies
  • NorTech is not responsible for incomplete or partially completed work
  • NorTech is not liable for damages caused by incomplete work

22.6 Termination of Customer Account

NorTech may suspend or permanently terminate a Customer’s account for:

  • Repeated cancellations
  • Repeated non‑payment
  • Fraudulent activity
  • Abuse of staff or Technicians
  • Safety violations
  • Chargeback abuse
  • Violations of these Terms
  • Misuse of NorTech’s intellectual property

Account termination may include:

  • Loss of access to the Customer portal
  • Loss of membership benefits
  • Loss of service history
  • Ineligibility for future services
  • Cancellation of scheduled appointments

22.7 Post‑Termination Obligations

After termination:

22.7.1 Customer Obligations

The Customer must:

  • Pay all outstanding balances
  • Return any NorTech equipment (if applicable)
  • Provide access for retrieval of stored materials
  • Cease use of NorTech intellectual property
  • Remove any unauthorized copies of NorTech materials
  • Comply with all confidentiality obligations

22.7.2 NorTech Obligations

NorTech will:

  • Provide a final invoice
  • Provide documentation of completed work
  • Provide access to the Customer portal for 30 days (unless terminated for fraud, abuse, or security concerns)

22.8 Survival of Terms

The following Sections survive termination:

  • Payment obligations
  • Warranties (if applicable)
  • Indemnification
  • Limitation of liability
  • Intellectual property
  • Dispute resolution
  • Governing law
  • Confidentiality
  • Any other provision intended to survive termination

23. FORCE MAJEURE

NorTech Services, LLC (“NorTech”) shall not be liable for any failure to perform, delay in performance, or interruption of services when such failure or delay is caused, directly or indirectly, by an event or circumstance beyond NorTech’s reasonable control (“Force Majeure Event”). This Section applies to all Work Orders, warranties, guarantees, memberships, and contractual obligations.

Force Majeure protection applies regardless of whether the event was foreseeable, partially foreseeable, or entirely unforeseeable.

23.1 Definition of Force Majeure Event

A Force Majeure Event includes, but is not limited to, the following categories:

23.1.1 Natural Disasters & Environmental Events

  • Floods
  • Hurricanes
  • Tornadoes
  • Earthquakes
  • Wildfires
  • Severe storms
  • Extreme temperatures
  • Landslides
  • Sinkholes
  • Volcanic activity
  • Widespread environmental contamination

23.1.2 Public Health & Biological Events

  • Pandemics
  • Epidemics
  • Public health emergencies
  • Quarantines
  • Government‑mandated shutdowns
  • Widespread illness affecting workforce availability

23.1.3 Governmental & Legal Actions

  • New or amended laws
  • Government restrictions
  • Permitting delays
  • Inspections or enforcement actions
  • Embargoes
  • Trade restrictions
  • Regulatory changes impacting service delivery
  • Government seizure or closure of facilities

23.1.4 Labor & Workforce Disruptions

  • Strikes
  • Lockouts
  • Labor shortages
  • Technician illness or injury
  • Union actions
  • Mass resignations or workforce instability
  • Transportation worker strikes

23.1.5 Supply Chain & Material Disruptions

  • Material shortages
  • Supplier failures
  • Shipping delays
  • Transportation disruptions
  • Fuel shortages
  • Manufacturing delays
  • Customs or import restrictions

23.1.6 Utility & Infrastructure Failures

  • Power outages
  • Gas outages
  • Water outages
  • Internet or telecommunications failures
  • Road closures
  • Infrastructure collapse
  • Utility company service interruptions

23.1.7 Security & Safety Events

  • Acts of terrorism
  • Civil unrest
  • Riots
  • Vandalism
  • Threats to technician safety
  • Active crime scenes
  • Evacuations or shelter‑in‑place orders

23.1.8 Other Uncontrollable Events

Any event outside NorTech’s reasonable control that prevents safe or timely performance, including:

  • Equipment failures caused by external conditions
  • Unpredictable site hazards
  • Environmental contamination
  • Third‑party failures essential to service delivery

23.2 Suspension of Obligations

During a Force Majeure Event:

  • NorTech’s obligations are suspended
  • Deadlines and timelines are extended
  • Work Orders may be paused
  • Schedules may be modified
  • Technicians may be reassigned
  • Materials may be substituted or delayed

NorTech is not liable for delays, rescheduling, or inability to perform during the event.

23.3 Right to Terminate or Modify Services

If a Force Majeure Event continues for more than 30 consecutive days, NorTech may:

  • Modify the scope of work
  • Reschedule the project
  • Substitute materials or equipment
  • Terminate the Work Order
  • Issue a revised estimate
  • Cancel or suspend membership benefits
  • Decline to resume work if conditions remain unsafe

NorTech’s decisions under this Section are final and made at its sole discretion.

23.4 Customer Obligations During a Force Majeure Event

The Customer must:

  • Cooperate with rescheduling
  • Provide updated access instructions if needed
  • Maintain safe site conditions
  • Protect property from further damage
  • Pay for completed work and materials already procured
  • Follow all safety and compliance instructions

The Customer may not:

  • Demand refunds for delays caused by Force Majeure
  • Hold NorTech liable for missed deadlines
  • Require NorTech to perform unsafe work
  • Insist on original timelines or material availability

23.5 No Breach of Contract

A Force Majeure Event:

  • Does not constitute a breach of contract
  • Does not void these Terms
  • Does not entitle the Customer to damages
  • Does not trigger penalties or refunds
  • Does not create liability for NorTech

All obligations resume once the event ends.

23.6 Notification of Force Majeure Event

NorTech will make reasonable efforts to notify the Customer of:

  • The occurrence of a Force Majeure Event
  • Expected delays
  • Revised timelines
  • Any required modifications to the Work Order

However, failure to provide notice does not waive NorTech’s rights under this Section.

23.7 Partial Performance

If NorTech can perform part of the Work Order:

  • Partial performance may proceed
  • The Customer must pay for completed work
  • Remaining work may be rescheduled or canceled
  • NorTech is not obligated to perform work that is unsafe or impractical

Partial performance does not waive NorTech’s Force Majeure protections.

23.8 Mitigation Efforts

NorTech will make commercially reasonable efforts to:

  • Minimize delays
  • Source alternative materials
  • Reassign Technicians
  • Adjust schedules
  • Resume work promptly once conditions allow

However, NorTech is not required to:

  • Incur unreasonable costs
  • Use unsafe or untested materials
  • Perform work in hazardous conditions
  • Prioritize one Customer over another during widespread disruptions

23.9 Customer‑Caused Delays Are Not Force Majeure

The following do not qualify as Force Majeure Events:

  • Customer failing to provide access
  • Customer failing to provide utilities
  • Customer failing to prepare the site
  • Customer failing to pay
  • Customer‑caused scheduling conflicts
  • Customer refusal to follow safety instructions
  • Customer delays in providing required approvals

These are treated as Customer breaches under other sections.

24. MISCELLANEOUS PROVISIONS

This Section contains additional terms that govern the relationship between the Customer and NorTech Services, LLC (“NorTech”). These provisions ensure the enforceability, clarity, and continuity of the agreement across jurisdictions and circumstances.

Unless otherwise stated, all provisions in this Section survive termination of services, account closure, or completion of any Work Order.

24.1 Entire Agreement

These Terms, together with:

  • The Service Assessment
  • The Work Order
  • Any signed Change Orders
  • Any written addenda issued by NorTech

constitute the entire agreement between the Customer and NorTech.

All prior:

  • Oral statements
  • Verbal agreements
  • Text messages
  • Emails
  • Representations
  • Assumptions
  • Marketing materials
  • Informal estimates or discussions

are superseded and have no legal effect unless expressly incorporated in writing by NorTech.

The Customer acknowledges that no reliance is placed on any statement not included in the written agreement.

24.2 Amendments & Modifications

24.2.1 Written Modifications Only

No modification, amendment, or waiver is valid unless:

  • It is in writing
  • It is issued by NorTech
  • It is accepted by the Customer through an authorized channel

Technicians, subcontractors, and field personnel may not modify these Terms under any circumstances.

24.2.2 NorTech’s Right to Update Terms

NorTech may update these Terms at any time. Updated Terms:

  • Apply to all future services
  • Do not retroactively modify completed work
  • Are posted on NorTech’s website
  • Become effective immediately upon posting

Continued use of NorTech’s services constitutes acceptance of updated Terms.

24.3 Assignment

24.3.1 NorTech’s Right to Assign

NorTech may assign or transfer:

  • Rights
  • Obligations
  • Work Orders
  • Accounts
  • Claims
  • Service responsibilities

to:

  • Affiliates
  • Subsidiaries
  • Successors
  • Third‑party service partners
  • Acquiring entities

without Customer consent.

24.3.2 Customer Restrictions

The Customer may not assign:

  • Rights
  • Obligations
  • Warranties
  • Work Orders
  • Membership benefits

without NorTech’s written approval.

Unauthorized assignments are void.

24.4 Severability

If any provision of these Terms is found to be:

  • Invalid
  • Unenforceable
  • Illegal

the remaining provisions remain fully enforceable.

The invalid provision will be replaced with a valid one that most closely reflects the original intent.

24.5 No Waiver

NorTech’s failure to:

  • Enforce any provision
  • Exercise any right
  • Pursue any remedy

does not constitute a waiver.

A waiver is valid only if:

  • It is in writing
  • It is signed by an authorized NorTech representative

A single waiver does not waive future rights or remedies.

24.6 Relationship of the Parties

The Customer and NorTech are independent contracting parties.

Nothing in these Terms creates:

  • A partnership
  • A joint venture
  • An employer‑employee relationship
  • A franchise
  • An agency relationship

Technicians are independent contractors unless explicitly stated otherwise.

The Customer may not represent that:

  • They are affiliated with NorTech
  • They have authority to bind NorTech
  • NorTech endorses their actions

24.7 Notices

24.7.1 Notices to NorTech

Notices must be sent to:

  • NorTech’s official mailing address (as listed on the website), or
  • NorTech’s designated legal email address

Notices are effective upon:

  • Receipt (for physical mail)
  • Sending (for email, unless bounced)

24.7.2 Notices to Customer

NorTech may send notices via:

  • Email
  • SMS
  • Customer portal
  • Physical mail
  • In‑app notifications

Electronic notices are deemed delivered upon sending, regardless of whether the Customer opens or reads them.

24.8 Headings for Convenience Only

Section headings:

  • Are for organizational clarity
  • Do not affect interpretation
  • Do not limit or expand the meaning of any provision

24.9 Third‑Party Beneficiaries

Except as expressly stated:

  • No third party has rights under these Terms
  • No third party may enforce any provision
  • Technicians are not third‑party beneficiaries

Nothing in these Terms creates rights for:

  • Tenants
  • Landlords
  • Property managers
  • Neighbors
  • Guests
  • Insurance companies

24.10 Survival of Key Provisions

The following Sections survive termination:

  • Payment obligations
  • Warranties (if applicable)
  • Indemnification
  • Limitation of liability
  • Intellectual property
  • Dispute resolution
  • Governing law
  • Confidentiality
  • Force majeure
  • Miscellaneous provisions

Any provision intended to survive termination shall survive.

24.11 Electronic Signatures & Digital Acceptance

The Customer agrees that:

  • Electronic signatures
  • Digital checkboxes
  • Portal confirmations
  • SMS confirmations
  • Email confirmations

carry the same legal effect as handwritten signatures.

The Customer acknowledges that:

  • Digital acceptance is binding
  • Electronic records may be used as evidence
  • NorTech may rely on electronic confirmations

24.12 Interpretation Rules

In interpreting these Terms:

  • “Including” means “including but not limited to”
  • Singular includes plural and vice versa
  • Gendered terms include all genders
  • “Customer” includes authorized representatives
  • “Technician” includes subcontractors and network partners
  • References to “written” include electronic communications

Ambiguities are not construed against NorTech as the drafter.

24.13 Time Is of the Essence

For all Customer obligations:

  • Payment deadlines
  • Access requirements
  • Documentation submissions
  • Warranty claim windows
  • Scheduling confirmations

time is strictly of the essence.

Failure to meet deadlines may result in:

  • Termination
  • Additional fees
  • Loss of warranty rights
  • Rescheduling delays

24.14 Counterparts

If any document related to these Terms is signed in counterparts:

  • Each counterpart is valid
  • Together they form one agreement
  • Electronic copies are treated as originals

25. DEFINITIONS

For purposes of these Terms and all associated Work Orders, Assessments, warranties, guarantees, and agreements between the Customer and NorTech Services, LLC (“NorTech”), the following definitions apply. These definitions ensure clarity, consistency, and legal precision throughout the entire contract.

25.1 “Customer”

“Customer” means the individual or entity:

  • Requesting services from NorTech
  • Accepting a Service Assessment or Work Order
  • Paying for services
  • Authorizing access to the property, vehicle, or equipment
  • Communicating with NorTech through authorized channels

This includes, without limitation:

  • Homeowners
  • Tenants
  • Property managers
  • Landlords
  • Business owners
  • Facility managers
  • Authorized representatives
  • Agents acting with actual or apparent authority

The Customer is responsible for ensuring they have legal authority to request services for the Property.

25.2 “Technician”

“Technician” means any individual assigned by NorTech to perform services, including:

  • Employees
  • Independent contractors
  • Subcontractors
  • Specialists
  • Inspectors
  • Apprentices or trainees under supervision

Technicians:

  • Are not agents of the Customer
  • Cannot modify these Terms
  • Cannot accept direct payments
  • Must follow NorTech’s policies and procedures

25.3 “Service Assessment”

“Service Assessment” means the written document provided before work begins that outlines:

  • The issue description
  • Proposed solution
  • Scope of work
  • Pricing and fees
  • Required materials
  • Limitations or exclusions
  • Safety considerations
  • Estimated timelines
  • Any assumptions or dependencies

The Service Assessment becomes binding once accepted by the Customer through an authorized channel.

25.4 “Work Order”

“Work Order” means the formal authorization for NorTech to perform services, including:

  • Labor tasks
  • Materials to be used
  • Estimated timelines
  • Applicable fees
  • Required equipment
  • Access instructions
  • Permit requirements (if applicable)

The Work Order incorporates:

  • The Service Assessment
  • These Terms
  • Any approved Change Orders

25.5 “Change Order”

“Change Order” means any written modification to the original Work Order, including:

  • Additional tasks
  • Revised pricing
  • Expanded or reduced scope
  • Material substitutions
  • Timeline adjustments
  • Safety or compliance changes

Change Orders must be:

  • Documented in writing
  • Approved by NorTech
  • Accepted by the Customer through an authorized channel

Verbal approvals are not valid.

25.6 “Completion Report”

“Completion Report” means the final documentation provided after work is completed, including:

  • Photos of completed work
  • Technician notes
  • Verification of completed tasks
  • Recommendations for maintenance or follow‑up
  • Warranty eligibility confirmation
  • Any deviations from the original scope

The Completion Report marks the official end of the service.

25.7 “Warranty”

“Warranty” refers to:

  • NorTech’s 1-Year Labor Warranty
  • Any extended warranty for members
  • Any written warranty explicitly provided by NorTech

Warranties apply only to workmanship, unless otherwise stated in writing.

25.8 “Satisfaction Guarantee”

“Satisfaction Guarantee” means the 72‑hour post‑service review period during which the Customer may report concerns related to the original scope of work.

This guarantee:

  • Is separate from the Warranty
  • Applies only to qualifying non‑emergency services
  • Requires submission through authorized channels

25.9 “Emergency Services”

“Emergency Services” means any service requested or performed under urgent conditions, including:

  • Safety risks
  • Active leaks
  • Electrical hazards
  • Vehicle breakdowns
  • Time‑sensitive failures
  • Situations requiring immediate stabilization

Emergency Services are excluded from warranties and satisfaction guarantees.

25.10 “Materials”

“Materials” means all physical items used in the performance of services, including:

  • Parts
  • Components
  • Consumables
  • Hardware
  • Adhesives
  • Fasteners
  • Fluids
  • Replacement items
  • Specialty components

Materials may be supplied by:

  • NorTech
  • The Customer (see Customer‑Supplied Materials)

25.11 “Customer‑Supplied Materials”

“Customer‑Supplied Materials” means any materials provided by the Customer, including:

  • Parts purchased independently
  • Used or refurbished components
  • Aftermarket or non‑OEM items
  • Items not approved by NorTech

Customer‑Supplied Materials:

  • Void all warranties
  • Are installed at the Customer’s risk
  • May incur additional labor charges

25.12 “Property”

“Property” means the physical location where services are performed, including:

  • Residential homes
  • Commercial buildings
  • Rental units
  • Vehicles
  • Outdoor structures
  • Garages, sheds, and accessory units
  • Parking lots or driveways

25.13 “Hazardous Conditions”

“Hazardous Conditions” means any condition that poses a risk to health, safety, or property, including:

  • Mold
  • Asbestos
  • Lead
  • Pest infestations
  • Structural instability
  • Exposed wiring
  • Gas leaks
  • Water intrusion
  • Chemical contamination
  • Unsafe or unsanitary environments

Technicians may refuse service under Hazardous Conditions.

25.14 “Force Majeure Event”

“Force Majeure Event” has the meaning described in Section 20 and includes events beyond NorTech’s reasonable control that prevent safe or timely performance.

25.15 “Confidential Information”

“Confidential Information” means any non‑public information disclosed by NorTech, including:

  • Pricing algorithms
  • Internal processes
  • Training materials
  • Customer lists
  • Business strategies
  • Proprietary documentation
  • System architecture
  • Dispatching logic
  • Operational manuals

Confidential Information must not be disclosed or used for competitive purposes.

25.16 “Intellectual Property”

“Intellectual Property” means all proprietary rights owned by NorTech, including:

  • Trademarks
  • Copyrights
  • Patents
  • Trade secrets
  • Software
  • Documentation
  • Photos and videos created during service
  • Diagnostic data
  • System designs and workflows

25.17 “Dispute”

“Dispute” means any disagreement, claim, or controversy arising out of:

  • These Terms
  • Any Work Order
  • Any service performed
  • Any warranty or guarantee
  • Any communication with NorTech
  • Any billing or payment issue
  • Any alleged negligence or tort

Disputes are subject to mandatory arbitration under Section 18.

25.18 “Notice”

“Notice” means any formal communication required under these Terms, including:

  • Legal notices
  • Dispute notices
  • Termination notices
  • Warranty claims
  • Requests for documentation

Notices must be sent through approved channels to be valid.

25.19 “Business Day”

“Business Day” means any day other than:

  • Saturday
  • Sunday
  • Federal holidays
  • Any day NorTech is officially closed

26. FINAL PROVISIONS

This Section concludes the Terms and Conditions governing all services provided by NorTech Services, LLC (“NorTech”). These provisions ensure clarity regarding the binding nature of the agreement, the Customer’s acceptance, and the enforceability of all preceding Sections. All provisions herein apply to every Customer interaction, regardless of service category, location, or method of engagement.

26.1 Binding Effect

These Terms are binding upon:

  • The Customer
  • NorTech
  • NorTech’s successors and assigns
  • Any authorized representatives of the Customer

The Customer acknowledges and agrees that:

  • These Terms govern all services performed by NorTech, whether past, present, or future
  • These Terms apply to all Work Orders, Assessments, warranties, and communications
  • These Terms remain binding unless superseded by a later written agreement issued by NorTech

No oral or implied agreement supersedes these Terms.

26.2 Acceptance of Terms

The Customer accepts and agrees to be bound by these Terms through any of the following actions:

  • Scheduling a service
  • Approving a Service Assessment
  • Approving a Work Order or Change Order
  • Paying a deposit or invoice
  • Allowing a Technician to begin work
  • Using NorTech’s website, portal, or communication channels
  • Continuing with a service after receiving these Terms
  • Requesting additional services after receiving these Terms

Acceptance does not require:

  • A handwritten signature
  • An electronic signature
  • A physical document

Acceptance occurs through conduct, consistent with modern contract law.

26.3 Digital and Electronic Communications

The Customer agrees that:

  • All communications may be conducted electronically
  • Electronic records satisfy all legal requirements for written documentation
  • Notices, invoices, assessments, and reports may be delivered digitally
  • Electronic signatures, checkboxes, and confirmations are legally binding
  • NorTech may rely on digital timestamps, logs, and metadata as evidence

The Customer waives any objection to:

  • The use of electronic formats
  • The enforceability of digital communications
  • The validity of electronically stored records

26.4 Priority of Documents

If there is a conflict between documents, the order of precedence is:

  1. These Terms and Conditions
  2. Any written Change Order
  3. The Work Order
  4. The Service Assessment
  5. Any other written communication from NorTech

Additional rules:

  • Verbal statements never override written documents
  • Technician statements do not modify contractual terms
  • Marketing materials, estimates, or informal messages do not supersede these Terms

26.5 Continuing Obligations After Service Completion

The following Customer obligations continue after service completion:

  • Payment of outstanding balances
  • Compliance with warranty requirements
  • Indemnification obligations
  • Confidentiality obligations
  • Intellectual property restrictions
  • Dispute resolution procedures
  • Cooperation with warranty or dispute investigations

These obligations remain enforceable indefinitely, unless expressly released in writing by NorTech.

26.6 No Reliance on External Representations

The Customer acknowledges that:

  • They are not relying on any promises, statements, or representations not expressly included in these Terms
  • No Technician, employee, or representative may alter these Terms verbally
  • Any external statements are non‑binding unless incorporated in writing
  • NorTech is not responsible for misunderstandings arising from unauthorized communication channels

This clause prevents claims based on:

  • Misunderstood verbal statements
  • Informal text messages
  • Social media communications
  • Off‑platform discussions

26.7 Governing Language

These Terms are drafted in English. If translated:

  • The English version controls
  • Translations are provided for convenience only
  • Any inconsistencies default to the English version

This ensures uniform interpretation across jurisdictions.

26.8 Execution Not Required

These Terms:

  • Do not require signatures
  • Do not require physical copies
  • Are effective immediately upon Customer acceptance through conduct
  • Apply automatically to all services requested or received

The Customer’s continued engagement with NorTech constitutes full and irrevocable acceptance.

26.9 Reservation of Rights

NorTech reserves all rights not expressly granted to the Customer under these Terms. Additionally:

  • No waiver or omission by NorTech shall be interpreted as a surrender of any right or remedy
  • NorTech may enforce its rights at any time
  • NorTech’s failure to enforce a provision does not waive future enforcement

This ensures NorTech retains full legal protection.

26.10 Conclusion of Agreement

This Section formally concludes the Terms and Conditions governing the relationship between the Customer and NorTech. All prior Sections:

  • Remain in full force and effect
  • Are incorporated by reference
  • Are enforceable to the maximum extent permitted by law

The Customer acknowledges that they have read, understood, and agreed to all provisions contained in these Terms.

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