Passport™ Terms & Conditions

1. Passport Program

1.1 What Passport Is. Passport is Home Alliance's homeowner membership and home-management platform. It helps members organize home information, maintenance, service history, warranties, appliances, documents, providers, and related home-service activity. Depending on membership level, Passport may also include service discounts, service-call-fee benefits, video technician assistance, concierge support, workmanship coverage, the Home Alliance Guarantee, House Checkups, credits, and other benefits.

Home Alliance remains the service and fulfillment brand. Passport is the member account, membership, and ongoing home-management experience.

1.2 Incorporation of Other Policies. By creating or using a Passport account, you agree to these Terms and the Home Alliance Website Terms of Use, and you acknowledge the Home Alliance Privacy Policy. Additional written terms may apply to particular services, guarantees, warranties, promotions, credits, partner offers, or third-party services. If those specific terms conflict with these Terms for a particular benefit, the specific terms control for that benefit.

1.3 Program Availability. Passport is available only where permitted by law and where Home Alliance or participating providers can support the applicable services. Digital features may be available in more locations than in-person service benefits. Service coverage, provider availability, response times, appointment windows, trades, and benefits may vary by location.

2. Eligibility and Account Creation

2.2 Renters and Non-Owners. Renters and other non-owners may enroll in any membership level. If you do not own the property, you are responsible for obtaining the owner's or landlord's authorization before any service, repair, inspection, or House Checkup is performed. Home Alliance may decline or reschedule work until authorization is confirmed. Workmanship coverage and Guarantee claims may require the property owner's cooperation, including access to the property.

2.3 Account Information and Security. You are responsible for keeping your account details accurate and current, maintaining the confidentiality of your login credentials, and activity occurring through your account. Notify Home Alliance promptly if you believe your account has been accessed without authorization.

2.4 Property Information. Passport may allow you to store information about one or more homes, systems, appliances, warranties, services, providers, documents, and maintenance activities. You represent that you have the right to provide the information and documents you upload. Passport is not a public property record.

2.5 Multiple Properties. A Passport account may support one or more properties where the product allows. Certain benefits may be limited to the enrolled member, enrolled property, or service area. Separate fees may apply to additional properties or premium services.

3. Passport Membership Levels

Passport offers three membership levels — Essential, Value, and Preferred — plus a Free Account for members without an active membership. Benefits are subject to these Terms, service availability, eligibility, and any benefit-specific conditions shown at enrollment.

3.1 Essential. Free for the first six (6) months for eligible new enrollments. After the free period, Essential renews automatically at $19.95 per month if a payment method is on file, unless canceled before the first paid renewal date (Section 4.2). Essential includes the Home Health Score, maintenance reminders, home records and service history, appliance and warranty information, document storage, provider information, account access, and one (1) complimentary Video Technician Assistance session that must be used during the six-month free period. Unused sessions do not carry over. Paid Essential does not include Video Technician Assistance, labor discounts, workmanship coverage, or the Home Alliance Guarantee. Standard service-call or diagnostic fees apply unless a promotion states otherwise.

3.2 Value. $49.95 per month or $499.50 per year. Includes Essential features plus: waived service-call or diagnostic fee on eligible Passport bookings; 5% off eligible labor charges; guided onboarding; booking text alerts where enabled; two (2) Video Technician Assistance sessions per calendar quarter (unused sessions do not carry over); the $50,000 Home Alliance Guarantee (Section 12); and up to 5 years of workmanship coverage on eligible services (Section 11).

3.3 Preferred. $99.95 per month or $999.50 per year. Includes Value benefits plus: 10% off eligible labor charges (replacing the Value 5% discount); unlimited Video Technician Assistance subject to availability and reasonable use; personal concierge support from the Home Alliance concierge team (Section 9); a House Checkup subject to eligibility, location, scheduling, and scope (Section 10); the $100,000 Home Alliance Guarantee; up to 10 years of workmanship coverage; and other Preferred benefits expressly disclosed in the current plan description.

3.4 Free Account. A member whose Essential free period ends without a payment method on file, or whose paid membership ends, moves to a Free Account. A Free Account keeps access to the member's home records, documents, service history, and credit ledger, but includes no membership benefits. A Free Account member may enroll in any membership level at any time.

3.5 Benefit Changes and Current Plan Description. Home Alliance may add, remove, substitute, limit, or modify benefits where permitted by law. For material changes affecting an active paid membership, Home Alliance will provide advance notice as required by law. The benefit description displayed at enrollment, renewal, or upgrade is incorporated into these Terms for your membership level.

3.6 Legacy Prime Members. Members enrolled in a legacy Home Alliance Prime Membership plan (including Gold, Silver, Bronze, and Prime plans) remain on their existing plan terms and pricing. In addition, legacy members receive complimentary Essential digital features at no charge, with no expiration and no automatic conversion to a paid plan. Complimentary Essential access continues even if the legacy plan is canceled. It does not include the Essential Video Technician Assistance session or any paid-tier benefit.

4. Pricing, Billing, and Automatic Renewal

4.1 Recurring Subscription. Paid Passport memberships are recurring subscriptions that renew automatically until canceled. By enrolling in a paid membership, or by keeping a payment method on file when the Essential free period ends, you authorize Home Alliance or its payment processor to charge that payment method at the applicable recurring rate, plus applicable taxes.

4.3 Billing Cadence — Monthly or Annual. Each paid level may be billed monthly or annually, as selected at checkout. Annual plans are priced at ten (10) times the monthly rate and are charged in full at the start of each annual term. Annual plans renew automatically for another annual term at the then-current annual price unless canceled before the renewal date. Home Alliance will send any advance renewal notice required by law, including a notice confirming the renewal price before the renewal date.

4.4 Price Changes. Home Alliance may change future membership pricing. A price change for an existing member takes effect only at the next renewal after advance notice as required by law.

4.5 Failed Payments. If a recurring payment fails, Home Alliance may retry the payment method, request updated payment information, and pause paid benefits until payment is resolved. If an annual renewal charge fails, Home Alliance may offer the option to continue on a monthly plan. If payment is not resolved within the grace period, the membership ends and the account moves to a Free Account.

5. Cancellation

5.1 Cancel Anytime. You may cancel a Passport membership at any time in your Passport account or by contacting Passport support at membership@homealliance.com or 855-946-3605. You are not required to use benefits before canceling.

5.2 Effective Date. Unless the law requires otherwise, cancellation of a paid membership takes effect at the end of the current paid billing period (month or annual term). Canceling Essential during the free period prevents the first charge.

5.3 What Happens When a Membership Ends. When a paid membership ends, your account moves to a Free Account (Section 3.4). Paid benefits end at that time, including discounts, Video Technician Assistance, concierge support, workmanship coverage, and Home Alliance Guarantee eligibility (Sections 11 and 12). Your credit balance is frozen as described in Section 14.4. Home Alliance will display these consequences before you confirm cancellation.

5.4 Cancellation Methods. Home Alliance will provide cancellation methods consistent with applicable automatic-renewal and consumer-protection laws, including online cancellation where required.

6. Refunds

6.1 General Rule. Except where required by law or expressly stated in a written offer, membership fees are non-refundable once charged.

6.2 Monthly and Annual Plans. Home Alliance does not provide partial-month or partial-term refunds for unused time after cancellation. If you cancel an annual plan mid-term, your benefits continue until the end of the annual term and no refund is issued for the remaining months, unless required by law.

6.3 Billing Errors. If you believe a charge was made in error, contact membership@homealliance.com or 855-946-3605. Nothing in these Terms limits rights that cannot legally be waived.

7. Service Discounts and Service-Call-Fee Benefits

7.1 Eligible Services. Discounts and waived service-call or diagnostic fees apply only to eligible services booked through Passport or an eligible Home Alliance channel. Benefits may exclude: services outside participating coverage areas; non-participating third-party services; materials, equipment, permits, taxes, and other non-labor charges unless expressly included; emergency, after-hours, specialty, or commercial work excluded in the booking terms; and existing balances or previously completed work.

7.2 Labor Discounts. Value: 5% off eligible labor charges. Preferred: 10% off eligible labor charges. Essential: no labor discount unless a separate offer states otherwise. Membership labor discounts may be used together with Passport credits on the same booking; the discount is applied first and credits are applied to the remaining balance (Section 14.3). Membership discounts may not be combined with other promotional discounts unless the promotion expressly allows it.

7.3 Service Call / Diagnostic Fee. Value and Preferred members receive a waived service-call or diagnostic fee on eligible Passport bookings. A waived fee does not mean the repair, labor, parts, materials, or other service is free.

8. Video Technician Assistance

Video Technician Assistance ("VTA") connects a member remotely with a technician for general troubleshooting, service guidance, or help evaluating a home issue.

VTA is subject to technician availability; is not a substitute for an in-person inspection where one is required; does not guarantee a diagnosis or repair; and must not be used for emergencies or conditions involving immediate risk to life, health, fire, gas, electricity, flooding, or structural stability. Unlimited VTA is subject to a reasonable-use policy.

9. Personal Concierge Support

Preferred members receive personal concierge support from the Home Alliance concierge team. Concierge support may help coordinate eligible home-service needs, explain available benefits, organize follow-up tasks, and connect the member with Home Alliance or participating providers. Concierge support is provided by a team and does not guarantee a specific representative, provider, appointment time, price, or outcome. Concierge representatives are not attorneys, insurance agents, financial advisers, engineers, or licensed professionals outside the scope of their role.

10. House Checkup and Other Home Assessments

Where included, a House Checkup is a visual and informational service that helps identify maintenance needs and organize the member's Passport. Unless expressly stated otherwise, a House Checkup is not a code, real-estate, engineering, or insurance inspection; does not guarantee that all existing or future defects will be identified; and does not replace trade-specific diagnosis. Availability and scope vary by location.

11. Workmanship Coverage

11.1 Covered Work. Value members receive up to 5 years, and Preferred members up to 10 years, of workmanship coverage on eligible services completed by Home Alliance or an eligible participating provider while the membership is active.

11.2 Active Membership Required. Workmanship coverage applies only while you hold an active Value or Preferred membership. To make a claim, your membership must be active at the time the claim is submitted, at a level that includes the coverage period claimed. If your membership ends, is downgraded, or lapses for nonpayment, workmanship coverage on previously completed services ends at that time. If you rejoin, coverage applies to services completed after re-enrollment. Home Alliance will disclose this rule at checkout and in the cancellation flow.

11.3 Coverage Conditions. Coverage applies only to qualifying workmanship issues related to the covered service and is subject to verification. Coverage may exclude normal wear and tear; manufacturer defects not caused by workmanship; pre-existing conditions; customer misuse, neglect, or accidental damage; unauthorized alterations or third-party work; unrelated conditions; acts of nature; and items excluded in the original service agreement.

12. Home Alliance Guarantee

12.1 Guarantee Amounts. Value: up to $50,000. Preferred: up to $100,000. Essential and Free Accounts do not include the Guarantee.

12.2 Active Membership Required. Guarantee eligibility requires an active Value or Preferred membership at the time a claim is submitted. The applicable limit is the limit of your membership level at the time of the claim. If your membership has ended, no Guarantee claim may be made.

12.3 Scope. The Guarantee applies only as described in the separate Home Alliance Guarantee terms. It is not insurance and does not create insurance coverage. Eligibility may depend on the service having been booked through an eligible channel, performed by an eligible provider, timely reported, made available for inspection, and compliant with the applicable service agreement.

12.4 Exclusions. The Guarantee may exclude pre-existing conditions, unrelated damage, third-party work, misuse, intentional acts, natural disasters, consequential losses, and other exclusions in the Guarantee terms.

13. Passport Digital Features

13.1 Home Health Score. The Home Health Score is an informational tool based on information available to Passport. It is not an inspection, engineering assessment, insurance score, appraisal, or guarantee of a property's safety, condition, or value.

13.2 Maintenance Reminders. Reminders and recommended actions are informational. Homeowners remain responsible for deciding whether professional inspection or service is needed.

13.3 Records and Documents. Passport may store service records, invoices, estimates, warranties, receipts, appliance and provider information, and documents you upload. Keep originals where appropriate. Home Alliance does not guarantee that third-party records or user-supplied information are complete or accurate.

13.4 Automated Document Analysis. Passport may use automated tools, including artificial intelligence, to read and summarize documents you upload (such as warranties, leases, contracts, and receipts) and to extract dates, coverage, and other details. Results are informational, may be incomplete or inaccurate, and are not legal, insurance, or financial advice. Verify important terms against the original document.

13.5 Claim Opportunities and Claim Assistance. Passport may notify you when it identifies a possible warranty or coverage claim and may help you prepare or submit a claim to a manufacturer, warranty provider, or other third party. Claim opportunities are suggestions only. Home Alliance does not act as your agent, adjuster, or attorney, does not decide any third-party claim, and does not guarantee that a claim will be approved or paid.

13.6 Provider Information. Passport may display vetted, recommended, affiliated, or participating providers. Listing a provider does not guarantee availability or a particular outcome.

14. Passport Credits and Referrals

14.1 Earning Credits. Members may earn Passport credits for qualifying actions shown on the Ways to Earn screen, which lists current earning events and amounts. Earning amounts are the same at every membership level unless an offer states otherwise. Credits post to your credit ledger after the qualifying action is verified.

14.2 Nature of Credits. Credits have no cash value, are not redeemable for cash, are non-transferable, and may be used only toward eligible Passport or Home Alliance services.

14.3 Using Credits. Credits are applied at booking checkout. When a membership labor discount applies, the discount is applied first and credits are applied to the remaining balance. Credits cannot reduce a balance below zero, and unused credit value is not refunded.

14.4 Expiration and Freezing. Each credit expires eighteen (18) months after the date it was earned, on a rolling basis. If your membership ends or your account moves to a Free Account, your credit balance is frozen and cannot be used. Frozen credits are restored if you re-enroll in a membership before they expire. The 18-month expiration period continues to run while credits are frozen. Home Alliance will notify you before credits expire.

14.5 Referral Credits. You earn a $25 referral credit when a person you refer enrolls in Passport and becomes a paying member (completes a first paid membership charge). Referral credits are not earned for self-referrals, referrals of members of your own household, or referrals of existing or former Passport or Home Alliance members. Home Alliance may reverse a referral credit if the qualifying payment is refunded or charged back.

14.6 Abuse and Changes. Fraud, duplicate accounts, manipulation, or reversal of a qualifying action may result in credit removal. Promotional terms presented with a specific offer control if they differ from this section. Home Alliance may modify or discontinue the credits program as permitted by law, with notice for changes that reduce credits already earned.

15. Third-Party and Partner Services

Passport may connect members with third-party providers, partners, or offers, and some memberships may be provided or sponsored by a partner. Separate third-party terms may apply. Unless Home Alliance expressly states otherwise in writing, it is not responsible for independent third-party products, services, warranties, or representations.

16. Communications

16.1 Account and Service Communications. By creating an account, you agree to receive communications needed to operate your account, including enrollment confirmations, free-period conversion notices, billing and renewal notices, appointment updates, security notices, benefit information, and notices of material changes to these Terms.

16.2 Text Messages. If you provide a mobile number and consent, Passport may send text messages about bookings, appointments, account security, and billing. Marketing texts are sent only with your separate express consent. Message frequency varies. Message and data rates may apply. Reply STOP to opt out or HELP for help. Consent to marketing texts is not a condition of purchase. Texts are not sent between 9 p.m. and 8 a.m. local time except for urgent service updates.

16.3 Marketing Email. Marketing emails are subject to applicable consent and opt-out requirements. Opting out of marketing does not stop account and service communications.

16.4 Call Recording. Calls may be monitored or recorded for quality, training, compliance, or security where permitted by law.

17. Privacy and Data

Passport handles personal, property, service, and account information according to the Home Alliance Privacy Policy. Passport information may be used to create and maintain your account; provide membership features and benefits; organize property and service records; support bookings and customer service; process payments; verify benefit eligibility; provide reminders, recommendations, and offers as permitted by law; and improve Passport and Home Alliance services. Documents you upload may be processed by Home Alliance's service providers, including providers of automated analysis tools, under confidentiality obligations. Using Passport does not make your home record public.

18. Member Responsibilities

Members agree not to: use Passport fraudulently or unlawfully; misrepresent eligibility for benefits; resell or commercially exploit benefits without authorization; abuse providers, employees, or support personnel; interfere with Passport systems or security; upload unlawful content or information they have no right to provide; or create accounts or transactions to manipulate promotions, credits, referrals, discounts, or guarantees. Home Alliance may investigate suspected misuse and restrict benefits while an investigation is pending.

19. Suspension or Termination by Home Alliance

Home Alliance may suspend or terminate a membership or account where reasonably necessary because of nonpayment, fraud or suspected fraud, abuse or harassment, material violation of these Terms, misuse of benefits, security concerns, legal or regulatory requirements, or conduct creating unreasonable risk to Home Alliance, providers, customers, or others. Where required by law, Home Alliance will provide notice and any applicable remedies.

20. Program Modification or Termination

Home Alliance may modify Passport features, benefits, technology, providers, or membership structure. If Home Alliance discontinues Passport or materially changes a paid membership, it will provide any notice, refund, cancellation right, or other remedy required by law.

21. Disclaimer of Warranties

EXCEPT FOR EXPRESS WRITTEN WARRANTIES OR GUARANTEES THAT APPLY TO A SPECIFIC SERVICE OR BENEFIT, PASSPORT AND ITS DIGITAL FEATURES ARE PROVIDED "AS IS" AND "AS AVAILABLE" TO THE MAXIMUM EXTENT PERMITTED BY LAW. HOME ALLIANCE DOES NOT WARRANT THAT PASSPORT WILL BE UNINTERRUPTED OR ERROR-FREE, OR THAT INFORMATION, ANALYSES, RECOMMENDATIONS, REMINDERS, SCORES, CLAIM SUGGESTIONS, OR THIRD-PARTY DATA WILL BE COMPLETE OR ACCURATE. NOTHING IN THIS SECTION LIMITS AN EXPRESS SERVICE WARRANTY, THE HOME ALLIANCE GUARANTEE, OR A NON-WAIVABLE CONSUMER RIGHT.

22. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, HOME ALLIANCE AND ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, CONTRACTORS, SUPPLIERS, AND SERVICE PROVIDERS WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL DAMAGES ARISING FROM PASSPORT OR MEMBERSHIP USE, EXCEPT WHERE SUCH LIMITATION IS PROHIBITED BY LAW.

23. Indemnification

To the extent permitted by law, you agree to indemnify and hold harmless Home Alliance and its affiliates, officers, directors, employees, agents, contractors, service providers, and licensors from third-party claims arising from your unlawful use of Passport, material breach of these Terms, or violation of another person's rights, including claims arising from work you authorized on a property you do not own.

24. Disputes

24.1 Informal Resolution First. Before starting any formal proceeding, you agree to contact Home Alliance at membership@homealliance.com or 855-946-3605 and describe the issue. Home Alliance's billing and disputes team will review it and respond. Both parties agree to try in good faith to resolve the dispute informally for thirty (30) days from Home Alliance's receipt of your notice. This step does not limit your right to dispute a charge with your card issuer where the law provides that right, or any non-waivable consumer right.

24.2 Governing Law. These Terms, and any dispute arising from or relating to Passport or a Passport membership, are governed by the laws of the State of California, without regard to its conflict-of-law rules. This does not deprive you of the protection of mandatory consumer-protection laws of the state where you live.

25. California and Other Consumer Rights

Nothing in these Terms waives rights that cannot legally be waived. Automatic-renewal disclosures, free-period conversion notices, renewal notices, cancellation methods, acknowledgements, and billing practices will be administered in accordance with applicable federal and state law, including California's automatic-renewal law. If a jurisdiction grants a consumer a cancellation, refund, renewal, disclosure, or other right that conflicts with these Terms, the applicable law controls.

26. Changes to These Terms

Home Alliance may update these Terms. For material changes, Home Alliance will provide advance notice as required by law, and changes affecting the price or core benefits of an active paid membership will take effect no earlier than your next renewal. The effective date of the current Terms will be displayed when published. Continued use after an update becomes effective constitutes acceptance to the extent permitted by law.

27. Severability

If any provision of these Terms is found unenforceable, the remaining provisions remain in effect to the fullest extent permitted by law.

28. No Waiver

Failure to enforce a provision does not waive the right to enforce it later.

29. Entire Agreement

These Terms, together with the Website Terms of Use, Privacy Policy, applicable service agreements, Guarantee terms, warranty terms, and benefit-specific disclosures, form the agreement governing Passport membership. They supersede prior membership terms for enrollments to which these Terms apply once approved and effective. Legacy Prime plan terms continue to govern legacy plans (Section 3.6).

30. Contact Us

Home Alliance — Passport · Email: membership@homealliance.com · Phone: 855-946-3605 · Website: homealliance.com · Passport: passport.homealliance.com