Frequently Asked Questions

A $89 ($125 for Emergency bookings) booking hold may be placed to secure your appointment. It is a temporary authorization, not a completed charge. Your booking hold amount is deducted from your main bill. If work proceeds, the amount you approve is collected from an eligible existing authorization. If a new authorization is needed, it is captured before we attempt to release the earlier hold. Cancellation terms may apply. Your Hero may also charge a separate inspection or diagnostic fee based on the service type and will communicate it before visiting.

Routine services can be booked for available windows. For emergencies, we prioritize dispatch where Hero coverage is available; actual arrival varies by service area and demand. Specialized work may require 2-5 days lead time.

You can cancel free up to 3 hours before the scheduled time. After that, cancel through support. A late cancellation may forfeit the booking hold, which goes to HALOFIX USA. For Emergency bookings, you may cancel any time before a Hero is matched with no charge; the hold is released. Call (786) 550-2580 to reach support.

The current booking form does not include a preferred-Hero field. You can contact HALOFIX USA support before booking to ask about a previous Hero, but assignment depends on eligibility and availability and is not guaranteed.

After a Hero is assigned, your dashboard and available tracking view show the Hero's profile, photo, and available credential and insurance status before arrival.

Expiration dates are monitored daily. A Hero is alerted by email and dashboard notification before a policy expires. If a policy lapses, the Hero stops receiving new job offers until a current certificate is uploaded and reviewed. The account is not suspended and work already assigned to that Hero is unaffected. This dispatch hold does not apply to appliance repair. An expired license on a regulated trade stops new job offers in the same way.

No. Heroes are independent Heroes who operate their own businesses. HALOFIX USA is a technology dispatch platform that connects Residents with these independent Heroes. Heroes are required to maintain required trade licenses or credentials where applicable, insurance, and legal compliance.

We accept all major credit and debit cards, ACH bank transfers, and Apple/Google Pay via Stripe. HALOFIX does not accept cash or checks - every payment for a job runs through Stripe.

No. HALOFIX USA charges Residents no platform fee; HALOFIX USA is paid by a commission the Hero pays on labor. A $89 ($125 for Emergency bookings) booking hold may be placed to secure your appointment. It is a temporary authorization, not a completed charge. Your booking hold amount is deducted from your main bill. If work proceeds, the amount you approve is collected from an eligible existing authorization. If a new authorization is needed, it is captured before we attempt to release the earlier hold. Cancellation terms may apply.

Open a dispute from your Resident account or contact support within 30 days of job completion. Our resolution team reviews evidence from both parties. An active dispute blocks capture while the review is open.

If the Hero does not show up or does not complete the work, the $89 ($125 for Emergency bookings) booking hold is released and not charged. If you are unhappy with the work itself, you can make a warranty claim. A warranty claim is remedied by the Hero coming back to fix the work. A warranty claim does not pay money. If the Hero still refuses, HALOFIX can open a dispute for you. Money back is decided only in a dispute. A refund decided in a dispute covers only the labor cost, up to $500; $1,000 for Resident Plus members, and never parts or property damage. Your booking hold amount is deducted from your main bill.

AI estimates are based on photos and may not capture hidden damage, material costs, or scope changes discovered during the job. The actual price requires a physical assessment. Any final-bill increase above the amount you already authorized requires your approval before the additional charge.

Yes. Receiving an AI-generated estimate range is completely free, with no booking required. The $89 ($125 for Emergency bookings) hold is only authorized when you confirm a booking.

Every completed job carries a minimum 90 days workmanship warranty from your assigned Hero. HALOFIX sends your claim to the Hero who did the work. The Hero can accept it and commit to a return visit within 24 hours. If the Hero does not accept, HALOFIX reviews the claim by hand and contacts the Hero. A warranty claim is remedied by the Hero coming back to fix the work. A warranty claim does not pay money. If the Hero still refuses, HALOFIX can open a dispute for you. Money back is decided only in a dispute. HALOFIX does not warrant parts. A parts warranty, if there is one, comes only from the Hero and is stated on the Hero's invoice. Documents are stored in your Vault for up to 7 years, or until you delete your account.

HALOFIX-issued warranty documents are stored in your Warranty Vault for up to 7 years, or until you delete your account and are accessible from your Resident dashboard. You can also request email delivery of any warranty document.

File the claim with HALOFIX USA within the warranty period. HALOFIX sends your claim to the Hero who did the work. The Hero can accept it and commit to a return visit within 24 hours. If the Hero does not accept, HALOFIX reviews the claim by hand and contacts the Hero. A warranty claim is remedied by the Hero coming back to fix the work. A warranty claim does not pay money. If the Hero still refuses, HALOFIX can open a dispute for you. Money back is decided only in a dispute.

Only after they start sharing their live location on the way to you. Accepting the job alone shows your area (city and ZIP) - your exact address unlocks the moment GPS tracking begins, so you can always see who is coming and where they are.

No. GPS arrival is verified at your address, and an inspection fee can only be billed after the Hero has been on site for at least 30 minutes - a real inspection, not a drive-by charge. BEFORE photos are also required prior to any billing.

Work cannot start without BEFORE photos and cannot be marked complete without AFTER photos. Both sets are stored with your invoice and warranty records in your Digital Vault, and your warranty claim can reference them at any time.

Messages are retained for 44 days after your job is completed (the 30-day dispute window plus the 14-day evidence window), then permanently deleted. If a dispute or warranty claim is open, messages are kept until it is fully resolved. Phone numbers, emails, and addresses are blocked from chat automatically for your privacy.

You can open a dispute within 30 days of completion, with 14 days to submit evidence (your job photos and messages are preserved for this). Workmanship issues after that window are covered by your 90 days warranty claim path. Our team reviews every dispute.

Licenses are checked for every trade that requires one, and general liability insurance is checked and on file for every trade that requires it. Every Hero application is also reviewed, and the owner approves it before the Hero can take jobs. HALOFIX does not order background checks. A Hero may voluntarily provide a report they already hold for manual review, but it is not required for approval.

Never. Unlike lead-generation platforms that sell your contact information to multiple service providers, HALOFIX does not sell your request. Your request goes to matched, credential-reviewed Heroes; the first to accept becomes your one assigned Hero, and only that Hero sees your street address. Your data is never sold, shared, or rented to third parties.

We encrypt data in transit and at rest and do not sell personal data. Submit access, deletion, correction, or opt-out requests through the Do Not Sell or Share page or the privacy contact listed there.

An automated message plays at the start of each call: "This call may be recorded and used to deliver and improve our services and to follow up with you about home services. By continuing, you consent to recording." If you do not wish to be recorded, you may end the call and contact HALOFIX USA by email or through our website chat. Call recordings are kept 30 days after the call (longer only while a dispute, warranty claim, chargeback or legal hold on the linked booking is open).