About LEVEL COMPANY
LEVEL COMPANY operates a home services platform designed to help customers request, arrange and manage services such as cleaning, handyman work, property care, Airbnb services, upholstery care and other home-related services.
Depending on the market, a service may be performed by LEVEL personnel, independent professionals, contractors or third-party service partners. The exact service model may vary by location and service category.
Acceptance of these Terms
By accessing LEVEL COMPANY, communicating with the LEVEL AI concierge, creating a booking, making a payment or otherwise using the platform, you agree to these Terms of Service and any additional terms presented to you in connection with a specific booking, service or market.
If you do not agree to these Terms, you should not use the platform or submit a booking request.
Eligibility and account information
You must be legally able to enter into a binding agreement in the place where you use LEVEL. Where local law requires a higher minimum age or parental consent, those rules apply.
You are responsible for providing accurate contact, address, access and booking information and for keeping relevant details up to date.
Service requests
You may submit a service request through the LEVEL website, AI concierge, supported messaging channels, mobile application or other booking interfaces made available by LEVEL.
A request may include written messages, voice input, photographs, property details, preferred dates, service requirements and other information reasonably needed to understand the work.
Submitting a request does not by itself guarantee that a service can be accepted, scheduled or completed. A booking becomes confirmed only when LEVEL communicates confirmation through the platform or an authorized communication channel.
Prices and estimates
LEVEL may provide fixed prices, starting prices, hourly rates, estimated prices or price ranges depending on the service.
An estimate is based on the information available at the time it is produced. If the actual condition, size, access requirements, service scope or required work differs materially from the information provided, LEVEL may revise the price before or during the service where reasonably necessary.
Where possible, material price changes will be communicated before additional work is performed. Taxes, fees, optional add-ons, urgent booking charges or other applicable amounts may be shown separately.
Bookings and availability
Appointment times are subject to availability. LEVEL may offer specific time slots, time windows or estimated arrival times.
Traffic, previous jobs, access issues, weather, staffing or other operational circumstances may affect arrival time. Where practical, LEVEL will communicate significant delays or changes.
LEVEL may reschedule or cancel a booking where the service cannot reasonably be provided, including for safety, access, staffing, payment, legal or operational reasons.
Payments
Depending on the market and service, payment may be collected in advance, at confirmation, after completion or according to another payment schedule shown during booking.
Payments may be processed by third-party payment providers. By making a payment, you also agree to the applicable payment provider's terms.
You authorize LEVEL and its payment providers to charge the amounts shown or otherwise agreed for the booking, including approved add-ons, cancellation charges or other applicable amounts.
Cancellations, rescheduling and refunds
Cancellation and rescheduling conditions may vary by market, service category, booking value and notice period.
Any applicable cancellation fee, non-refundable amount or refund condition should be displayed during booking or communicated before a charge is made where reasonably possible.
If LEVEL cancels a prepaid service that cannot be rescheduled, the applicable amount will generally be refunded to the original payment method, subject to payment-provider processing times and any lawful deductions.
Service professionals
LEVEL may assign a service professional or team based on service type, skills, location, availability, quality indicators and operational requirements.
A customer does not necessarily have the right to select or retain a specific professional unless that option is expressly offered.
LEVEL may replace an assigned professional where reasonably necessary to maintain service availability or quality.
Customer responsibilities
To help the service be performed safely and correctly, you are responsible for:
- providing an accurate service address and contact details;
- giving truthful information about the scope and condition of the work;
- providing safe and lawful access to the property;
- informing LEVEL of known hazards, fragile items or special requirements;
- securing valuables, cash, sensitive documents and personal items;
- ensuring pets are appropriately managed where necessary;
- obtaining any permission needed to authorize work at the property;
- following reasonable safety instructions provided by LEVEL or the professional.
Quality, damage and claims
If you believe a service has not been performed correctly, contact LEVEL as soon as reasonably possible and provide enough information for us to review the issue.
Where appropriate, LEVEL may request photographs, video, receipts, access to the property or other evidence connected to a quality or damage claim.
Depending on the circumstances, a resolution may include re-performance, additional service, partial refund, full refund or another reasonable remedy. The available remedy may depend on the service category, evidence, applicable law and any market-specific policy.
Normal wear, pre-existing damage, hidden defects, deterioration, incorrect customer instructions and damage that could not reasonably have been prevented may be excluded from compensation to the extent permitted by law.
AI concierge and automated assistance
LEVEL may use artificial intelligence to understand requests, ask questions, organize booking information, provide preliminary estimates, check service options and assist with customer support.
AI-generated responses may occasionally be incomplete, outdated or inaccurate. A message from the AI concierge is not a guarantee of availability, final price or service acceptance unless the booking is subsequently confirmed by LEVEL.
Important service details may be reviewed or corrected by LEVEL before or after confirmation where reasonably necessary.
Prohibited use
You must not use LEVEL to:
- request unlawful, dangerous or fraudulent services;
- harass, threaten or abuse service professionals or LEVEL staff;
- submit false booking, identity, payment or property information;
- attempt to bypass platform security or misuse technical systems;
- upload malware, malicious code or harmful files;
- use the platform in a way that interferes with other users;
- copy, scrape or exploit LEVEL systems or content without authorization.
LEVEL may restrict or suspend access where there is a reasonable belief that these Terms, safety requirements or applicable law have been violated.
Intellectual property
The LEVEL COMPANY name, brand, interface, software, design, text, graphics, service logic and other platform content are owned by or licensed to LEVEL, except where otherwise indicated.
These Terms do not transfer ownership of LEVEL intellectual property to users. You may use the platform only for its intended purpose and in accordance with these Terms.
Third-party services
LEVEL may rely on third-party providers for payments, communications, maps, analytics, AI processing, hosting or other functionality.
Third-party services may have their own terms and privacy policies. LEVEL is not responsible for a third party's independent products, services or systems except to the extent required by applicable law.
Availability of the platform
We aim to keep LEVEL available and reliable, but we do not guarantee uninterrupted access. Features may occasionally be unavailable due to maintenance, technical problems, security events or circumstances outside our reasonable control.
LEVEL may modify, add or remove features as the platform develops.
Liability
Nothing in these Terms excludes or limits rights or liabilities that cannot legally be excluded or limited under applicable consumer or other mandatory law.
To the extent permitted by law, LEVEL is not responsible for indirect, incidental or consequential losses that were not reasonably foreseeable when the relevant service was booked.
Any specific limitation of liability applicable to a market, service or contracting LEVEL entity may be stated in additional local terms or in the booking conditions shown to the customer.
Changes to these Terms
LEVEL may update these Terms as the platform, services, technology or legal requirements change.
The current version will be published on this page together with the date of the latest update. Where required by law, material changes will be communicated in an appropriate way.
Applicable terms and law
The contracting LEVEL entity, applicable law and dispute-resolution rules may depend on the country in which the service is booked. Market-specific or service-specific terms may therefore supplement these Terms.
Mandatory consumer rights in your country remain unaffected.
Contact
Questions about these Terms or a booking can be sent through the official LEVEL COMPANY support channels shown on our website.
The full legal entity name, registered address, governing-law details and any market-specific consumer terms should be added once the final operating structure for each market is confirmed.