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Terms of Service

Effective Date: March 28, 2026  |  Last Updated: March 28, 2026

Welcome to NeighborHook. These Terms of Service ("Terms") govern your use of the NeighborHook mobile application, website at neighborhook.co, and all related services (the "Platform") operated by AzulaFiteCo. LLC ("Company," "we," "us," "our").

By creating an account or using the Platform, you agree to be bound by these Terms. If you do not agree, do not use the Platform.

1. Overview of the Platform

NeighborHook is a technology marketplace that connects individuals seeking towing and roadside assistance services ("Customers") with independent towing and roadside service providers ("Providers"). NeighborHook is a platform — we facilitate connections but do not directly provide towing or roadside services.

2. Eligibility

• You must be at least 18 years old to use the Platform
• You must provide accurate and complete information when creating an account
• You must have the legal authority to agree to these Terms
• Providers must hold all licenses, permits, certifications, and insurance required by applicable federal, state, and local laws to perform towing and roadside services in their operating jurisdiction

3. Account Registration and Security

• You are responsible for maintaining the confidentiality of your login credentials
• You are responsible for all activity that occurs under your account
• You must notify us immediately of any unauthorized use of your account
• We reserve the right to suspend or terminate accounts that violate these Terms
• One active service request per Customer account at any time (system-enforced)

4. Customer Terms

4.1 Service Requests

• When you request service through the Platform, you authorize us to share your location, service type, and first name with nearby Providers
• You must provide accurate pickup location and, where applicable, destination information
• You must provide digital consent (signature) before service is initiated
• A Provider's acceptance of your request creates an agreement between you and that Provider for the described service

4.2 Payments

• Service pricing is displayed before you confirm a request, including base fee, tip, and total
• Payment is processed through Stripe at the time of request. You authorize this charge by completing the payment flow
• Prices include a platform service fee retained by NeighborHook
• Tips are optional and go entirely to the Provider
• Refund requests must be submitted within 48 hours of service completion by contacting support@neighborhook.com

4.3 Cancellations

• You may cancel a request before a Provider accepts it at no charge
• Cancellation after Provider acceptance may be subject to a cancellation fee
• Repeated cancellations may result in account restrictions

5. Provider Terms

5.1 Independent Contractor Status

5.2 Provider Requirements

• Valid driver's license appropriate for the services performed
• Active commercial auto insurance meeting or exceeding state minimums, including on-hook towing coverage
• All tow truck permits, USDOT numbers, and certifications required by your operating jurisdiction
• Background check clearance through our verification process
• Submission and approval of required documents through the Platform before accepting any jobs
• Maintenance of vehicle and equipment in safe, operational condition

5.3 Provider Obligations

• Perform services professionally, safely, and in compliance with all applicable laws
• Arrive at the pickup location within a reasonable time after accepting a request
• Update job status accurately through the Platform (en route, on scene, in progress, complete)
• Capture evidence photos when requested by the Platform
• Treat all Customers with courtesy and professionalism
• Maintain required documentation in current, valid status at all times

5.4 Provider Payments

• Providers receive payment through Stripe Connect after completing verified services
• NeighborHook retains a platform fee (commission) from each transaction
• Payout timing is governed by Stripe's processing schedule
• Providers are responsible for their own taxes, including self-employment tax
• NeighborHook will issue 1099 forms as required by law

5.5 Provider Quality and Deactivation

• Providers are evaluated on acceptance rate, response time, ETA accuracy, completion rate, and customer ratings
• Providers with consistently low quality scores may be placed on probation or deactivated
• Safety violations, fraudulent activity, or legal violations result in immediate deactivation

6. Prohibited Conduct

You agree not to:

• Use the Platform for any illegal purpose
• Provide false, misleading, or inaccurate information
• Impersonate another person or entity
• Harass, threaten, or abuse other users
• Manipulate pricing, ratings, or the dispatch system
• Submit fraudulent service requests, claims, or disputes
• Circumvent or attempt to circumvent the Platform's payment system
• Reverse engineer, decompile, or attempt to extract source code from the Platform
• Use the Platform while impaired by drugs or alcohol
• Solicit users for services outside the Platform (off-platform transactions)
• Inflate mileage, time, or charges for services

7. Intellectual Property

The Platform, including all software, designs, text, graphics, logos, and the "NeighborHook" name and mark, are the exclusive property of AzulaFiteCo. LLC and are protected by intellectual property laws. You may not reproduce, modify, distribute, or create derivative works from any part of the Platform without our written consent.

8. Limitation of Liability

To the maximum extent permitted by law:

• NeighborHook provides the Platform on an "as is" and "as available" basis
• We disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement
• We are not liable for any indirect, incidental, special, consequential, or punitive damages
• Our total liability for any claim arising from your use of the Platform shall not exceed the amount you paid to NeighborHook in the 12 months preceding the claim
• We are not responsible for damage to your vehicle caused by a Provider's negligence — such claims must be directed to the Provider and their insurance carrier

9. Indemnification

You agree to indemnify, defend, and hold harmless AzulaFiteCo. LLC, its officers, members, employees, and agents from any claims, damages, losses, or expenses (including attorneys' fees) arising from your use of the Platform, your violation of these Terms, or your violation of any applicable law.

10. Dispute Resolution

10.1 Between Users

Disputes between Customers and Providers regarding services should first be reported through the Platform (You Screen → Privacy & Support → Report an Issue). NeighborHook may review evidence photos, GPS data, job records, and ratings to assist in resolution but is not obligated to mediate or adjudicate disputes.

10.2 With NeighborHook

Any dispute with NeighborHook shall be resolved through binding arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules. You agree to waive your right to a jury trial and to participate in class action lawsuits. This arbitration provision does not prevent you from bringing issues to the attention of federal, state, or local agencies.

11. Termination

• You may delete your account at any time through the app or by contacting us
• We may suspend or terminate your access for violation of these Terms, safety concerns, or fraud
• Upon termination, your right to use the Platform ceases immediately
• Provisions regarding intellectual property, limitation of liability, indemnification, and dispute resolution survive termination

12. Modifications

We may modify these Terms at any time. Material changes will be communicated through the app and/or email. Your continued use of the Platform after changes take effect constitutes acceptance. If you disagree with modified Terms, you must stop using the Platform and delete your account.

13. General Provisions

• Governing Law: These Terms are governed by the laws of the State in which AzulaFiteCo. LLC is organized, without regard to conflict of laws principles
• Severability: If any provision is found unenforceable, the remaining provisions remain in effect
• Entire Agreement: These Terms, together with the Privacy Policy, constitute the entire agreement between you and NeighborHook
• Waiver: Our failure to enforce any provision does not waive our right to enforce it in the future
• Assignment: We may assign these Terms. You may not assign your rights or obligations without our consent

14. Contact