# Dispatch policy

Last updated: 2026-03-31

## Homeowner contact release policy

- **Emergency, Urgent, and Scheduled:** Homeowner contact information is released only to the contractor who is officially assigned to the job.
- **Quote:** Contact is released only to contractors the homeowner explicitly selects/approves through the quote flow.
- No homeowner contact is shared with declined or unassigned contractors.

## Request types (high-level)

Zwivio uses **governed routing and official assignment**. Requests are **not** treated like open shared-lead blasts, and **only one official assignment** is made for dispatch-style work. Details below are **public-facing summaries**; live behavior can vary with availability, acceptance, configuration, and ops handling.

- **Emergency:** Governed routing designed to prioritize a fast path to assignment **when coverage is available**. Zwivio balances speed with controlled assignment; outcomes are not guaranteed.
- **Urgent (24h):** Governed routing for same-day-class needs. Outreach may **expand in a controlled way** when needed; it is still **not** an open shared-lead model. Do **not** describe Urgent as purely one-at-a-time or strictly sequential.
- **Scheduled:** More **deliberate pacing** around homeowner-selected windows; homeowner **approval** often matters before assignment is finalized.
- **Quote:** A **distinct path**: multiple contractors may be in play for comparison; contact details follow homeowner **quote approvals**, not the same rules as dispatch-style jobs.

## How dispatch works (public summary)

Dispatch **varies by job type, market configuration, and runtime conditions**. Publicly, you should assume:

1. The homeowner submits request details (including service area / ZIP) so routing can run.
2. The platform applies **governed routing** among **eligible** contractors (verification, compliance, service area, and other product gates). How outreach proceeds **depends on request type and conditions**; it is not a free-for-all lead list.
3. A contractor may propose an arrival window; the homeowner may need to confirm timing or assignment depending on settings and job type.
4. For **Emergency, Urgent, and Scheduled**, homeowners may see a **dispatch preference** at intake (wording is in-product): generally **faster path to official assignment** versus **more review before confirming**. Either flavor can apply across those types. Do not assume Emergency is always immediate assignment.
5. **Quote** jobs follow quote-flow rules; selection and contact release are **not** the same as dispatch-style assignment.
6. If automated routing does not produce an assignment, ops workflows (including manual outreach or escalation) may apply.

Zwivio does **not** guarantee a specific contractor order, response time, or that whoever responds first “wins” the job.

## ETA and approval

Arrival timing is coordinated with the homeowner; if proposed timing is outside the homeowner’s stated window, the product may require explicit homeowner confirmation before finalizing.

## After-hours

After-hours behavior depends on configuration; routing may continue and ops may be notified for oversight.

## If no one accepts

The platform may expand or retry routing subject to policy; ops may intervene. There is **no** public guarantee that every request is filled within a specific time.

## Updates

SMS and in-product updates are used; exact message rules vary by state and job type.

## Safety (gas / 911)

- If you smell gas: leave the home and contact your utility or 911. Do not submit a request first.
- Zwivio is not a 911 emergency service. For life-safety emergencies, call 911 immediately.

## Related canonical pages

For **when platform fees apply**, **official assignment** vs tentative acceptance, and **quote vs dispatch** boundaries in one place, use **`/about/business-model`** (HTML) alongside this file.