What Is the 30-Day SLA?
The 30-day SLA begins on the date a job is marked Complete in the app. It establishes the standard process for responding to newly reported post-service concerns.
The 30-day SLA is not a warranty cutoff. Pros may be required to return to a property if workmanship issues are discovered after 30 days.
Required Return Visits
If an issue is reported that may be related to the initial service, the original Pro is required to return to the property to assess the concern.This return visit is required even if the issue is later determined to be unrelated.
The purpose of the visit is to:
Correct work related to the original service, or
Professionally assess and document that the issue is unrelated
Issues Related to Original Work
If the issue is tied to the original repair, it must be corrected at no additional cost.
Issues Unrelated to Original Work
We must receive:
Detailed service notes explaining why the issue is unrelated
Clear photos
Once reviewed and confirmed as unrelated:
Additional work may be requested for on-site approval in the app, or
A separate quote may be submitted for review and approval
Responsibility Beyond 30 Days
Discovery of an issue after 30 days does not remove Pro responsibility.
Pros may be required to return when:
Defective workmanship is identified
Damage caused by the original repair is discovered later
The service includes extended warranties (e.g., HVAC labor warranties, water heaters, sewer line repairs, roofing)
Failure to Return
Failure or refusal to return when requested may result in:
Assignment of another Pro
Bill-back of all related costs if the issue ties to the original scope
Charges applied to the Pro’s account or future payouts
Repeated noncompliance may result in:
Reduced job eligibility
Account restrictions
Suspension or removal from the Lula network