# Homeowner FAQ

Last updated: 2026-04-03

For the full narrative, see **`/about/business-model`** and **`/homeowners/what-is-zwivio`**.

## Cost and estimates

- **Zwivio is free for homeowners.** No platform fee to submit a request.
- **You pay the contractor, not Zwivio.** Contractor sets labor/parts pricing.
- **No upfront platform payment is required.**
- **Ask for clear pricing before major work begins.**
- **Diagnostic or service-call fees may apply** depending on the contractor and timing.
- **No credit card or Zwivio payment account is required to submit.** Homeowners don't create a payment account with Zwivio; you pay the contractor directly for the work.

## Dispatch and timing

- **Submitting a request starts the process; it does not guarantee same-day arrival.**
- **Emergency and Urgent (24h)** are for faster help when available.
- **Scheduled** is for later appointments.
- **Quote** is for comparing options before choosing a contractor.
- **If no contractor accepts,** Zwivio continues trying options and provides updates.
- **Cancel before assignment:** if a contractor hasn't been assigned yet, you can usually cancel from your status page; after official assignment, contact your contractor or Zwivio.
- **Status:** SMS updates include a link to your status page for current state, contractor details after assignment, and next steps.
- **You don't need to be home to submit.** Someone needs to be present when the contractor arrives.
- **You can't pick a specific contractor today;** routing is automatic (availability, reliability, proximity). You can note a preference via the contact form.

## Privacy and contact sharing

- **Dispatch requests (Emergency/Urgent/Scheduled):** homeowner contact details are shared only with the assigned contractor.
- **Quote requests:** contact details are shared only with contractors the homeowner approves.
- The flow is designed to avoid broad lead blasts and unnecessary contact sharing.
- **Full contact details** release only after official assignment to the one assigned contractor (Quote: only contractors you approve).
- **Data retention and use:** see [Privacy Policy](https://zwivio.com/privacy); Zwivio does not sell personal information or share it with third parties for marketing.

## Coverage and service scope

- Zwivio currently serves parts of Wisconsin, especially the Milwaukee area and nearby communities. Coverage depends on your address and live availability. Visit [Locations](/locations) to check current coverage.
- Residential HVAC use cases include urgent repairs, scheduled service, and replacement quote flows.
- Homeowners can request service for another property if address and on-site contact details are accurate.
- **ZIP / address coverage** depends on live availability; check the [Locations](/locations) page. Coverage can expand as the network grows.
- **Multiple related HVAC issues** can be listed in one request; the assigned contractor assesses on arrival.

## Problems and safety

- If a contractor cancels or no-shows, contact Zwivio so we can review rerouting options and provide next-step updates.
- If there is a work-quality issue, start with the contractor and contact Zwivio if support is needed.
- Homeowners should verify that the arriving person matches assignment details.
- If a situation feels unsafe, stop and contact Zwivio; for immediate danger, call emergency services.
- **Gas smell:** leave the home and call utility/911 first.
- **Zwivio is not a 911 emergency service.**
- **Property damage after assignment** is between you and the contractor; start with the contractor, then Zwivio if you need help. Liability for on-site work rests with the contractor.
- **Background checks:** Zwivio verifies license and insurance at onboarding; it does not run criminal background checks and does not guarantee document accuracy ongoing (see Terms verification disclaimer).
- **Same contractor for a future job** is not something you can lock in on the platform; routing stays automatic.