Terms of Service

These Terms of Service (the “Terms”) are a binding agreement between you and Routed (“Routed,” “we,” “us,” or “our”) governing your access to and use of our websites, applications, and services (collectively, the “Service”). By accessing or using the Service, submitting a request, or creating an account, you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Service.

Please read Section 14 (Arbitration & Class-Action Waiver) carefully — it affects how disputes between you and Routed are resolved and requires individual arbitration instead of court or jury trials.

1. What Routed Is — and Is Not

Routed is a technology platform that connects homeowners with independent, third-party home-services contractors (“Contractors”), and that lets homeowners request a matched callback or book a scheduled in-home visit.

Routed is not:

• a home-services contractor, and we do not perform, supervise, or guarantee any home-services work;
• an employer, agent, partner, or joint venturer of any Contractor;
• a party to any agreement, estimate, quote, transaction, or dispute between a homeowner and a Contractor.

Any agreement for services, pricing, scheduling, workmanship, warranties, licensing, and insurance is solely between the homeowner and the Contractor. Routed does not endorse, recommend, or warrant any Contractor and is not responsible for their acts or omissions.

2. Eligibility & Accounts

You must be at least 18 years old, a U.S. resident, and authorized to engage a contractor for the relevant property. If you create an account, you are responsible for the accuracy of your information and for activity under your account. We may refuse, suspend, or terminate access at our discretion, including for violation of these Terms.

3. Homeowner Terms

3.1 Consent to be contacted (TCPA).

When you submit a request, you provide the express consent shown in the disclosure on the form — including consent to be contacted by Routed and the matched Contractor by phone call and text message (including via automated dialing systems and prerecorded or AI-generated voice) at the number you provide, for the purpose of servicing your request. Consent is not a condition of any purchase. Message and data rates may apply. You can withdraw consent at any time by replying STOP to any text, or by using our Do Not Sell or Share page or contacting privacy@routed.com.

3.2 Call recording.

Calls connected through the Service may be monitored or recorded for quality, verification, and dispute-resolution purposes. By proceeding with a connected call you consent to such recording; you will also hear a recording notice at the start of the call.

3.3 No fee to homeowners; accurate information.

The Service is free for homeowners. You agree to provide accurate, current information and to use the Service only for genuine service requests.

4. Contractor Terms

If you use the Service as a Contractor, these Terms apply to you together with the separate Contractor Agreement you accept at onboarding, which controls fees and billing. In the event of a conflict on billing/payment matters, the Contractor Agreement governs.

4.1 Fees.

Contractors pay Routed a fee for each lead delivered and/or each confirmed booked appointment, at the rates disclosed to the Contractor. Fees are for the connection to a consented homeowner request or scheduled visit.

4.2 No guarantee of outcomes.

Routed does not guarantee any volume of leads or appointments, any homeowner's attendance, intent to hire, budget, or readiness, any conversion or close rate, or that any job will be awarded. Non-conversion is a normal business risk that is reflected in the fee. Routed makes no representation that a homeowner “intends to hire,” is “ready to buy,” or will award the job.

4.3 Payment authorization & card on file.

As a condition of receiving leads or booked appointments, a Contractor must keep a valid payment method on file and authorizes Routed to charge that method the applicable fees as they are incurred (for booked appointments, at booking confirmation), as itemized in the Contractor Agreement. The Contractor receives a receipt for each charge and may cancel as described below.

4.4 Outstanding balances are a debt.

If a fee cannot be collected (no valid card, decline, expiry, or a reversed charge), the amount becomes an immediately due, outstanding account receivable owed to Routed. Routed may offset it against credits or future payouts, invoice it, continue delivering the connection regardless, and — on non-payment — suspend service and pursue collection, including reasonable collection costs, interest, and attorneys' fees to the extent permitted by law. Outstanding balances survive suspension, deactivation, and cancellation.

4.5 Disputes & credits (no cash refunds).

Routed offers a fast, written dispute process for objective, platform-side defects only (for example: homeowner no-show with proof, unreachable or invalid contact information, duplicate, wrong service, wrong service area, or a fake/fraudulent request). Disputes require supporting proof and must be filed within the stated window. A resolved dispute is remedied with platform credit only — never a cash refund. Outcome-based reasons are not creditable, including “didn't hire me,” “just shopping,” “changed their mind,” “only wanted a quote,” or “couldn't close” — these are business risk reflected in the fee.

4.6 Good faith; no abuse.

Filing a knowingly false or unsupported dispute is a material breach. Routed may reverse credits obtained through false disputes (treating them as debt), act on excessive dispute rates, and suspend or deactivate Contractors who abuse the dispute process or initiate card chargebacks in lieu of the internal dispute process.

4.7 Exclusivity & conduct.

Each lead or booked appointment is provided exclusively to one Contractor. Contractors must contact homeowners only through Routed's tracked channels, must not misrepresent licensing, insurance, or qualifications, and must comply with all applicable laws (including the TCPA, licensing, and insurance requirements). Verification status determines eligibility to receive leads.

4.8 Cancellation.

A Contractor may cancel at any time; billing for new leads/appointments stops at cancellation. Fees for leads or appointments delivered or confirmed before cancellation remain due and collectible.

5. No Endorsement

Routing and matching are based on factors such as service, territory, availability, and configured pricing. We do not endorse, certify the quality of, or guarantee any Contractor or the results of any work. Any verification we perform is limited to what is described on the Service, and you should perform your own due diligence.

6. Acceptable Use

You agree not to:

• submit false, fraudulent, or another person's information without authorization;
• use the Service for spam, harassment, or any unlawful purpose;
• scrape, reverse engineer, overload, or attempt to gain unauthorized access to the Service;
• circumvent the platform to transact off-channel in order to avoid fees or tracking;
• infringe any third party's rights or violate any applicable law.

7. Intellectual Property

The Service, including its software, content, design, and trademarks, is owned by Routed or its licensors and is protected by law. We grant you a limited, revocable, non-exclusive, non-transferable license to use the Service for its intended purpose. You may not copy, modify, distribute, or create derivative works except as expressly permitted.

8. Third-Party Services

The Service relies on third-party providers (such as payment, telephony, mapping, and analytics services) and may link to third-party sites. We are not responsible for third-party services or content, which are governed by their own terms.

9. Disclaimers

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. ROUTED DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE, OR THAT ANY CONTRACTOR'S WORK WILL MEET YOUR EXPECTATIONS. YOU USE THE SERVICE AND ANY CONTRACTOR AT YOUR OWN RISK.

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, ROUTED AND ITS OFFICERS, EMPLOYEES, AND AGENTS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, DATA, OR GOODWILL, ARISING OUT OF OR RELATING TO THE SERVICE OR THESE TERMS, EVEN IF ADVISED OF THE POSSIBILITY. ROUTED'S TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS WILL NOT EXCEED THE GREATER OF (A) THE AMOUNTS YOU PAID ROUTED IN THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM, OR (B) ONE HUNDRED U.S. DOLLARS ($100). NOTHING IN THESE TERMS LIMITS LIABILITY THAT CANNOT BE LIMITED BY LAW.

11. Indemnification

You agree to indemnify, defend, and hold harmless Routed and its officers, employees, and agents from any claims, damages, losses, liabilities, and expenses (including reasonable attorneys' fees) arising out of or related to your use of the Service, your violation of these Terms or any law, your content or submissions, or — for Contractors — any work performed for or interaction with a homeowner.

12. Term & Termination

We may suspend or terminate your access to the Service at any time, with or without notice, for any reason, including violation of these Terms. Provisions that by their nature should survive termination (including Sections 4.4, 9–11, 14, and 15) will survive.

13. Changes to the Terms

We may update these Terms from time to time. Material changes will be reflected by an updated “Last updated” date and, where appropriate, additional notice. Your continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

14. Dispute Resolution — Arbitration & Class-Action Waiver

Please read this section carefully. Except as set out below, any dispute, claim, or controversy between you and Routed arising out of or relating to the Service or these Terms will be resolved by binding individual arbitration, not in court, administered by the American Arbitration Association (AAA) under its applicable rules, seated in Missouri. The Federal Arbitration Act governs the interpretation and enforcement of this section. This agreement to arbitrate is mutual — it binds both you and Routed.

Class-action waiver. You and Routed agree that each may bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated, or representative proceeding. The arbitrator may not consolidate more than one person's claims or preside over any representative or class proceeding.

Small-claims & opt-out. Either party may bring an individual claim in small-claims court if it qualifies. You may opt out of this arbitration agreement by emailing legal@routed.com within 30 days of first accepting these Terms, stating your name and intent to opt out.

Severability/blow-up. If the class-action waiver is found unenforceable as to a particular claim, that claim will proceed in court while the remainder of this section continues to apply. If any other part of this section is found unenforceable, it will be severed and the rest will remain in effect.

15. Governing Law & Venue

These Terms are governed by the laws of the State of Missouri, without regard to conflict-of-laws rules. Subject to Section 14, the state and federal courts located in Missouri have exclusive jurisdiction over any matter not subject to arbitration.

16. General

These Terms (with the Privacy Policy and, for Contractors, the Contractor Agreement) are the entire agreement between you and Routed regarding the Service. If any provision is held unenforceable, the remaining provisions remain in effect. Our failure to enforce a provision is not a waiver. You may not assign these Terms without our consent; we may assign them. We are not liable for delays or failures caused by events beyond our reasonable control. Notices to you may be provided electronically.

17. Contact

Routed
General: hello@routed.com
Privacy: privacy@routed.com
Legal: legal@routed.com