Terms of service

1. Who we are

Local-IX is operated by Appliance Service Network LLC, 375 Acorn Park Drive, Belmont, MA 02478, United States (“Local-IX”, “we”, “us”). Local-IX is an advertising and call-routing service: we connect people who need appliance repair (“callers”) with independent repair businesses that advertise with us (“advertisers”). We do not perform repairs, and advertisers are not our employees, agents or partners.

By calling a Local-IX number or creating an advertiser account you agree to these terms.

2. Terms for callers

• Calling a Local-IX number is free of charge from us. Your carrier’s standard rates may apply.
• Calls may be recorded for quality assurance and dispute resolution. You hear a recording notice at the start of every call; if you do not agree, hang up before continuing.
• We connect you to an independent business that has told us it serves your ZIP code. We do not vet, license, insure or guarantee any advertiser or its work. Any agreement about price, scheduling or repairs is between you and that business.
• We may share your phone number, ZIP code and the call recording with the business we connect you to.

3. Terms for advertisers

3.1 Account

You must be a business that provides appliance repair or another home service we list, and the person opening the account must be authorised to bind that business. Keep your contact details, service ZIP codes and business hours accurate — we route calls based on them.

3.2 Prepaid credit

Your account holds prepaid credit. You add credit by charging a card you save with us (minimum $500 per deposit) or by enabling auto-recharge, which charges your saved card for the amount you choose whenever your balance falls below the threshold you choose. There are no subscription fees, setup fees or minimum terms.

3.3 Per-call charges

Each campaign you create covers the ZIP codes you choose and has a per-call price you set. When a caller is connected to your phone number for a campaign, we deduct that price from your credit at the moment of connection. Call duration does not affect the charge.

Answering the calls we route to you is your responsibility. Your phone rings for as long as the caller is willing to wait. If we route a caller to you and your phone is not answered or is busy, we deduct the same per-call price as a missed-call charge. A call picked up by your voicemail or answering service counts as a connected call and is charged at your per-call price. Calls that fail for technical reasons, or where the caller hangs up while your phone is still ringing, are not charged.

We do not route calls to you when your balance is below your per-call price, when you are outside the business hours you set, when a campaign’s budget is used up, or when you have reached a daily call limit you set.

3.4 Disputes and credits

If a charged call was clearly not a service request for your business (for example a wrong number, a sales call, or a caller outside the ZIP codes you cover), you may dispute it from your dashboard within 7 days of the call. We review the recording and our routing records and, where we agree, return the charge to your credit balance. Our decision on disputes is final.

3.5 Refunds

Unused prepaid credit is refundable to your original payment method on request within 90 days of the deposit, less any charges already incurred. Charges for connected and missed calls are final except as credited under section 3.4. Promotional credit we grant is not refundable.

3.6 No guarantees

We do not guarantee any number of calls, any conversion rate, or the quality or intent of any caller. Call volume depends on demand in your area and on the price you set relative to other advertisers.

3.7 Acceptable use

You may not use Local-IX for services you are not licensed to provide where a licence is required, misrepresent your business to callers, record or store caller data in violation of law, or attempt to interfere with the routing or billing systems. We may suspend or close accounts that breach these terms, refunding unused credit under section 3.5.

4. Recordings and data

Call recordings and caller details are handled as described in our privacy policy. Advertisers may use caller details only to respond to that caller’s service request.

5. Liability

Local-IX is provided “as is”. To the fullest extent permitted by law, Appliance Service Network LLC is not liable for the work, conduct or omissions of any advertiser or caller, for lost profits, or for indirect or consequential damages. Our total liability to an advertiser for any claim is limited to the credit paid to us by that advertiser in the three months before the claim.

6. Changes and contact

We may update these terms; the date at the top tells you when. Continued use after a change means you accept it. Questions: support@local-ix.com.