Pro Support Membership Terms

Draft notice

DRAFT [ATTORNEY TO REVIEW] These terms are a working draft and are not final. They apply to Fireplace Helpline Pro Tech Support memberships for technicians and service companies, and they apply in addition to our Terms of Service. If the two conflict, these terms control for memberships.

Who we are

These terms are an agreement between the member company and Fireplace Helpline, a service of Bradley Construction Group, Inc. ("Fireplace Helpline," "we," "us," or "our").

Plans

• Solo Tech, $298/mo: 5 included calls per billing month, 1 named technician.
• Crew, $598/mo: 15 included calls per billing month, up to 3 named technicians, sharing the plan's included calls.
• Shop, $998/mo: 40 included calls per billing month, any number of technicians who work for the member company, sharing the plan's included calls, priority queue and after-hours support.

Each member call is one-way video (your tech shares the phone camera and microphone; our tech joins by voice only) and lasts up to 30 minutes. No call runs longer than 30 minutes; when the time is up, the call ends, and continuing requires a new call. Pro Support is sold by monthly membership only; there are no single or pay-per-call Pro calls.

Billing & automatic renewal

Memberships are billed monthly in advance through Square, starting on the day you sign up and on the same day each month after that. Your membership renews automatically every month, and Square charges the payment method on file, until you cancel. By signing up you authorize these recurring charges. [ATTORNEY TO REVIEW AUTO-RENEWAL DISCLOSURE REQUIREMENTS]

Included calls do not roll over

Included calls reset at the start of each billing month. Unused calls do not roll over, cannot be transferred, and have no cash value.

Extra calls

After a plan's included calls are used up in a billing month, additional member calls are $39 each, up to 30 minutes per call, on every plan. Extra calls are billed per call through Square. [OWNER TO CONFIRM: CHARGED TO CARD ON FILE OR PAID PER CALL]

Cancel anytime

You can cancel at any time by emailing [email protected] [OWNER TO CONFIRM ANY OTHER CANCELLATION METHOD]. Cancellation takes effect at the end of your current billing period, and you keep your remaining included calls until then. We do not give prorated refunds or credits for partial months, unused calls, or unused time.

Failed payments

If a payment fails, your membership is paused and no member calls are available until the balance is paid. If it stays unpaid, we may cancel the membership. [OWNER TO CONFIRM GRACE PERIOD]

Price changes

We may change membership or extra-call prices with at least 30 days' notice by email. The new price applies from your first billing date after the notice period. If you don't want to pay the new price, you can cancel before then.

Tech seats & account use

Each plan covers only the technicians listed for it: Solo Tech, 1 named technician; Crew, up to 3 named technicians, sharing the plan's included calls; Shop, any number of technicians who work for the member company, sharing the plan's included calls. Techs must work for the member company. Member links and logins may not be shared with anyone outside the plan's seats or outside the member company. We may pause or end a membership that is shared or misused.

Priority & after-hours support

Priority queue and after-hours support are included only with the Shop plan. Priority means Shop members are connected ahead of other callers when a tech is available; it is not a guaranteed response or connect time. After-hours support is available during our published after-hours window: [PRO SUPPORT HOURS / RESPONSE TIME, e.g. Mon–Sat 7am–7pm ET, typical connect under X min].

Remote guidance only; no guarantees

Pro Tech Support is remote guidance by voice, based only on what you show us on camera and tell us. We do not perform on-site work, inspections, or repairs. The service is provided as is: we do not guarantee any diagnosis, fix, part identification, first-visit completion, or other outcome, and a call that does not solve the problem is still a used call.

Your responsibility for the work

The member company and its technicians remain solely responsible for all work they perform and decide to perform, for following manufacturer installation and service instructions, for compliance with all applicable codes, permits, and laws, and for job-site safety. Gas work must be performed only by persons qualified and licensed as required where the work is done. Our guidance does not replace your own training and professional judgment.

We can end unsafe calls

We may decline or end any call at any time if we believe the situation is unsafe (for example a gas smell, a suspected carbon monoxide issue, or an electrical hazard), if the work appears to be beyond the caller's qualifications, or if the caller is abusive. If you smell gas, stop work, get everyone out, and call the gas utility or 911 from outside. [ATTORNEY TO CONFIRM WHETHER A CALL ENDED FOR SAFETY COUNTS AS USED]

Snapshots & call notes

Our tech may take snapshots during a call and send notes or part numbers afterward. [ATTORNEY TO CONFIRM RECORDING / SNAPSHOT CONSENT LANGUAGE]

Limitation of liability

[ATTORNEY TO DRAFT]

Changes to these terms

We may update these terms. Material changes will be emailed to the account contact before they take effect. [ATTORNEY TO REVIEW]

Contact

Questions about your membership: [email protected]