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Customer Service Terms

Fraternity of Experts — Customer Service Terms (Home Services)

1) Who we are / how service is provided

GIACAMPBELL LLC dba Fraternity of Experts (“Company”) coordinates and manages home service projects using qualified independent service providers (“Contractor” / “Service Provider”).

Contact: 9 Centennial Drive, 2nd Floor – 1044, Peabody, MA 01960 • 617-404-4411 • service@fraternityofexperts.com

These Terms describe how scheduling, estimates, pricing, payments, changes, warranties, and disputes are handled for projects arranged through Company.

2) Scope of work and project documents

Your specific scope of work, materials, and pricing will be described in the estimate/proposal/invoice provided for your project. (In the original agreement this was “Exhibit A”; on the website, treat it as your “Project Estimate/Proposal.”)

Work will be performed in a professional and workmanlike manner and in accordance with applicable codes/requirements where relevant.

3) Scheduling and project timing

Start dates and completion dates depend on scope, permitting/inspection availability, material lead times, weather, and customer-caused delays.

If unexpected delays occur (permits/inspections, material shortages, extreme weather, or customer delays), schedules may be adjusted.

Work typically begins only after scheduling is confirmed and any required deposit/authorization is received. (The original contract tied this to signatures; for web terms we present it as operational policy.)

Project Start Requirements

Projects do not start (and materials are not ordered, except emergency work) until the estimate/proposal is approved in writing (including electronic approval), the required deposit is received, and any applicable cancellation period has expired (unless an emergency waiver applies).

4) Pricing, deposits, and payments

4.1 On-Site Estimate Fee (When Required)

Some projects require an in-person/on-site visit to accurately scope the work. In those cases, Company charges a non-refundable $100 on-site estimate fee, due prior to the scheduled estimate visit.
If Fraternity of Experts is awarded the project, the $100 estimate fee is credited toward the project total (and may be applied toward the deposit).
Where required by law (including applicable cancellation rules), refunds/credits will be handled in compliance with those requirements.

4.2 Contract price

Your project’s total price is shown in your estimate/proposal (“Contract Price”).

4.3 Deposits (Massachusetts consumer protection)

Deposits are not to exceed 33.3% of the Contract Price, except as allowed by law for special-order/custom materials.

If you previously paid an estimate fee that is credited to the job, it is applied toward the deposit.

4.4 Final payment

Final payment is due on the day the project is completed (or substantial completion is reached and the final invoice is issued).

4.5 Late payments

If unpaid more than 15 days after the due date, Company may charge:

a one-time late fee of 10% of the unpaid balance; and

interest up to the maximum allowed by Massachusetts law, plus lawful collection remedies (including attorney’s fees where permitted).

No “acceleration clause” is intended; only amounts already due may be collected.

4.6 Payment methods

Payment options may include secure online link, credit/debit, ACH/bank transfer, or check payable to Fraternity of Experts.

5) Quote validity and price changes

Quotes are valid for 7 calendar days from the proposal date (“Offer Period”).

After the Offer Period, the proposal may expire or be re-issued with updated pricing (the original language allowed up to a 20% increase per additional 7-day period).

Any price increase will be documented in writing before work proceeds.

6) Permits, inspections, and code compliance

The Service Provider will obtain required permits (or a licensed subcontractor will), unless local rules require otherwise.

Customers are strongly advised not to pull their own permits due to potential impacts on remedies and responsibilities.

Customers agree to cooperate with inspection scheduling and access.

7) Changes to the project (Change Orders)

Any change to scope/materials/price should be documented in writing and include description, cost change, and schedule impact.

For web terms, replace “must be signed” with: **“must be approved in writing (text/email is acceptable) before extra work is performed.”** (The original required signed change orders.)

8) Cancellation rights (where applicable under MA/federal rules)

If your project falls under applicable “three-day cancellation” rules (e.g., agreements formed at your home or away from the provider’s regular place of business), you may have the right to cancel within **three (3) business days** without penalty.

To exercise cancellation rights, contact Company in writing using the contact information above within the applicable period. (The original referenced signing a cancellation form; on a website we present a simple written-notice process.)

9) Access, site conditions, and safety

Customers provide reasonable access to the property, keep work areas clear, and disclose known issues (e.g., asbestos, knob-and-tube, water damage).

Hidden conditions or unsafe pre-existing conditions may require pausing work and proposing a change order.

Keep children, pets, and non-workers away from work areas.

10) Materials, equipment, and clean-up

Service Providers supply standard materials/tools unless the estimate states otherwise; special-order items may have lead times and may be non-returnable.

Work areas are left “broom-clean.” Patching/painting/cosmetic repairs beyond basic access holes are typically not included unless stated in the scope.

11) Warranties and limitations

Workmanship warranty: labor is warranted for one (1) yea from substantial completion, excluding ordinary wear and tear, misuse, or work altered by others.

Manufacturer warranties (fixtures/devices/equipment) pass through to the customer per manufacturer terms.

Warranty exclusions include failures due to pre-existing conditions/code defects not installed by the Service Provider, damage by other trades/customer/third parties, and events like power surges/lightning/acts of God.

Warranty requests must be made within the warranty period and allow inspection and reasonable opportunity to cure.

Callbacks & Repeat Visits

Workmanship-related issues: If a problem is caused by the Contractor’s installation or workmanship(defective/incomplete work), the Contractor will correct the workmanship-related issue at no additional labor charge within the applicable workmanship warranty period.
Not workmanship (new paid work): If a callback is needed due to product/part failure, manufacturer defect, customer/owner actions or misuse, damage by other trades/third parties, existing conditions not installed by Contractor, or external factors (e.g., power surges, lightning, acts of God), it will be treated as a new paid project or approved change order and billed accordingly.

12) Insurance and limitation of liability

Company and Service Providers maintain liability insurance in commercially reasonable amounts; certificates available on request.

Liability for claims arising from the work is limited to the Contract Price actually paid, except where a greater amount is required by law.

13) Disputes and optional arbitration

Parties first attempt good-faith resolution by discussion; then legal remedies may be pursued.

Arbitration is optional and only if separately agreed (your original doc included a signature-only arbitration block; for web terms, do not include any signature fields).

14) Massachusetts notices (informational)

Massachusetts law provides homeowner rights and certain requirements for residential work over $1,000, including written change orders and clear deposit/payment disclosures.

Customers may have rights under OCABR, the HIC program, and consumer-protection laws.

14.1 Mechanic’s lien notice (informational)

Contractors/subcontractors may have mechanic’s lien rights for unpaid, due amounts as allowed by Massachusetts law.

15) Reviews, feedback, and communications

Honest reviews and communications with regulators are allowed; nothing here limits customer rights under applicable law.

Customers agree not to publish knowingly false statements of fact and not to engage in harassment/abusive campaigns.

Before posting a negative review primarily about work quality, customers agree to provide Company a written description and reasonable opportunity (typically 7 days) to inspect and attempt to resolve.

16) Updates / project-specific overrides

Project-specific estimates, written approvals, permits, and documented change orders control the final scope/price/schedule for your project. (This aligns with how your agreement treats exhibits/change orders/price documentation.)

Optional add-on section (use only on Electrical project pages)

If you want to keep your electrical disclosures, place this section only on electrical-service pages (since your current agreement is titled “Residential Electrical Services Agreement” and includes electrical-specific licensing/risk language).

Electrical Licensing & Risk Disclosures (Electrical Projects Only)

Electrical work is performed under a valid Massachusetts electrical license; supervising license info is available on request.

Electrical work may involve hidden defects in existing wiring; the estimate is based on visible/knowable conditions at time of estimate; additional repairs may require change orders.

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Signed by Peter Campbell
Signed On: February 8, 2026

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February 8, 2026 4:19 pm EDT

Customer Service Terms Uploaded by Peter Campbell - service@fraternityofexperts.com IP 70.121.87.129