Customer Service Agreement

1. Scope and acceptance

This Customer Service Agreement (the "Agreement") governs snow-removal services that InstantPlow agrees to provide to you. "InstantPlow," "we," and "us" mean InstantPlow. "You" and "customer" mean the person or entity accepting service for the property. By enrolling in service, you agree to this Agreement and the related Payment Authorization, No-Nonsense Satisfaction Guarantee, Cancellation & Refund Policy, Privacy Policy, and Terms of Use. If a service-specific term conflicts with the Terms of Use, this Agreement controls for that service.

InstantPlow may perform work itself or arrange for a qualified local provider to perform it. You contract with InstantPlow for the service; an assigned provider is not separately contracting with you. We may assign or change a provider when reasonably necessary, and no particular provider is guaranteed.

2. Property, mapped area, and selected services

Service applies only to the property, mapped or outlined service area, and services shown in your accepted enrollment or later accepted change. The mapped area controls the scope. Areas outside it are not included, even when they are adjacent to the selected area.

Available services may include driveway plowing or snowblowing, walkway or step clearing, driveway deicing, walkway or step deicing, and other services we make available. Services or add-ons you did not select are not included. A material property or service change may require revised pricing before it applies to future work.

3. Seasonal and one-time service

Seasonal service is recurring, per-visit service. Your selected accumulation trigger determines when a storm generally qualifies; it does not require arrival at the exact moment that threshold is reached. A qualifying storm generally results in one visit. During a larger or extended qualifying storm, another visit generally occurs after approximately each additional 6 inches of accumulation.

Actual accumulation and service timing may reasonably account for drifting, compaction, localized conditions, weather changes, route conditions, and safety. Each properly completed visit is separately billable at the pricing you accepted. One-time service is subject to availability and the accepted scope and price.

4. Timing, standard of service, and snow placement

You may provide a preferred completion time. It is a service preference, not an appointment or guaranteed deadline. InstantPlow and the assigned provider will make commercially reasonable efforts to complete service before or as close as reasonably possible to that time. Routing and practical timing depend on weather, road conditions, accumulation, safety, equipment, and other operational conditions.

Service means reasonable snow removal from the contracted area using ordinary snow-removal practices. It does not guarantee bare pavement, removal of packed snow, completely ice-free conditions, continuous access during an active storm, or elimination of slip-and-fall risk. Where deicing was not selected, remaining ice is not by itself a service deficiency. Even with deicing, ice-free conditions are not guaranteed. On gravel or other unpaved surfaces, some snow may reasonably remain to limit displacement or damage.

Snow may be placed in reasonable locations on the property. We may consider your preferences, but placement depends on available space, property configuration, snowbanks, storm totals, equipment access, and safety.

5. Your responsibilities and property access

You authorize InstantPlow and assigned providers to enter the contracted portions of the property and use reasonable equipment needed to perform selected services, including plow vehicles, snowblowers, deicing equipment, and completion photography.

• Keep the service area reasonably accessible and move vehicles when necessary.
• Remove movable items and secure pets before service.
• Provide working gate, access, and entry instructions when needed.
• Accurately describe unusual conditions and identify reasonably discoverable hazards, including curbs, culverts, retaining walls, drop-offs, landscaping, and other concealed features.
• Promptly update us about material property or access changes.

6. Unsafe or inaccessible conditions

A provider may skip, suspend, or modify work in an area that is reasonably unsafe or inaccessible. This can include blocked access, unsafe conditions, severe weather, equipment limitations, or conditions that could reasonably cause injury or property damage. Driveway and obstacle markers are encouraged but are not required.

7. Completion records, billing, and disputes

InstantPlow may maintain electronic service records, including the date and time, assigned provider, service status, selected services, property information, provider notes, and completion photographs. Completion photographs are generally retained for about 30 days, and may be retained longer for disputes, claims, fraud or security review, legal obligations, or another legitimate business purpose.

Your saved payment method may be charged after a completed service under the separate Payment Authorization and the pricing you accepted. For an eligible residential service-quality concern, submit a report through the Customer Portal or designated support method within 24 hours after service completion, with supporting information or photos when reasonably available. The No-Nonsense Satisfaction Guarantee applies: we will speak with you, understand the concern, and arrange a reasonable corrective return at no additional charge. If we cannot resolve the concern, or you remain dissatisfied after we have had a reasonable opportunity to correct it, we will refund the customer charge for the last completed plow associated with that storm. The guarantee applies only to the specific service visit in dispute. Property-damage claims are reviewed separately under this Agreement.

Property-damage review considers all relevant circumstances, including whether damage was preexisting, caused by normal wear, attributable to loose gravel movement, or related to a concealed or undisclosed obstacle. Nothing in this Agreement waives responsibility that cannot lawfully be waived.

8. Cancellation, operational interruptions, and termination

Cancellation and refunds are governed by the Cancellation & Refund Policy. Cancellation is prospective: completed service remains payable. We may cancel, suspend, decline, or terminate service by notice to you, including for nonpayment, unsafe conditions, repeated inaccessibility, fraud, abuse, materially inaccurate property information, an unsupported location, operational impracticability, or a material Agreement violation.

Severe storms, blizzard conditions, road closures, travel bans, freezing rain, equipment problems, utility or communications outages, government orders, emergencies, and other circumstances reasonably outside our control may delay, limit, suspend, or prevent service. We will not charge for work that is not performed solely because InstantPlow cancels it.

9. Liability and governing law

To the fullest extent permitted by law, InstantPlow is not liable for indirect, incidental, special, consequential, exemplary, or punitive damages arising from service or a delay in service. To the fullest extent permitted by law, InstantPlow's total liability for a claim arising from a particular service visit will not exceed the amount paid for that visit. These limits do not apply where liability cannot lawfully be limited, including for our gross negligence or intentional misconduct.

Maine law governs this Agreement, without regard to conflict-of-law rules. If a provision is unenforceable, the remaining provisions remain effective. This Agreement and the incorporated documents are the complete agreement about the service scope they cover. We may update this Agreement prospectively by providing notice as allowed by the Terms of Use.