Questions
Frequently asked questions
Booking and scheduling
How does booking work?
Pick a service and an open time slot, add the job address and details, and submit. That sends us a request — it isn't confirmed yet. Once we accept it, you'll get a confirmation email with a link to pay the 20% deposit, which locks in your slot. (Jobs of $500 or more before sales tax work a little differently — see "Do you take on bigger projects?" below.)
Do I need to be home?
Someone 18 or older should be there at the start so we can go over the job, and at the end to review the work. If that's hard to arrange, message us and we'll figure something out.
Not sure which service to book?
Start on Services & Pricing. For one job, look under Quick jobs, or book General Handyman for a small job that isn't listed. For a few things, book a to-do list. If nothing fits, or it's a bigger project, ask for a free quote and tell us what you need (photos help). We'll get back to you with a price, and nothing is booked or charged until you say go.
What if I need to cancel or reschedule?
For jobs under $500 (before sales tax), cancel or reschedule from your booking page with at least 24 hours' notice and there's no cost — your deposit comes back in full. For a job of $500 or more, you can cancel free for three business days after signing the contract; after that we ask for at least 72 hours' notice. With less than 72 hours, the contract has you cover our actual, documented costs from the late change (like materials bought just for your job) — never a flat fee. Inside those notice periods, message or call us and we'll work it out. Full details are in our Terms.
What areas do you serve?
The Greater Rochester area. If you're just outside it, message us before booking and we'll let you know.
Prices and payment
What's the deposit, and is it refundable?
The deposit is 20% of the job total (including sales tax), due once we accept your request. Cancel from your booking page at least 24 hours before your appointment and it's refunded in full. Cancellations with less than 24 hours' notice, or if we can't access the job site when we arrive, forfeit the deposit. If we ever have to cancel, you get your deposit back in full. Refunds usually show up within 5–10 business days. Jobs of $500 or more (before sales tax) don't take a deposit at all.
How is pricing determined?
Each service shows a starting price for a typical job. For general handyman work where the scope isn't known up front, you pay $89 for the trip plus the first hour on site, then $55/hr after that, billed in 30-minute increments. If a job turns out bigger than expected, we'll explain why and get your OK in the message thread before doing more — no surprises on the final bill.
Why does the first hour cost more?
The first hour covers the trip out, sizing up the job, and cleanup. After that, you're just paying for work time at $55/hr.
Are materials included?
Prices are for labor unless the service says otherwise. We can pick up materials for you and add them to your invoice at cost, with receipts, or you can supply your own.
Is sales tax included?
No. New York sales tax applies to most home repair, maintenance and installation work, at the rate for the county the work is in (8% in Monroe County). It's added to your job's total and shown on its own line — when you book, on your quote and on your invoice. A capital improvement to your home isn't taxed; if your job is one, we'll ask you to sign New York's Form ST-124.
How do I pay the final balance?
When the job is marked complete, you'll get an emailed invoice — labor, materials, and tax itemized — with a link to pay the balance securely online. A job of $500 or more that runs over several days is billed at the end of each working day for that day's work and materials.
The work
Do you do plumbing, electrical, or roofing work?
Only minor, like-for-like replacements on your existing wiring and pipes — swapping a switch, outlet, light fixture, faucet, showerhead or toilet fill valve, for example — and only in towns where local rules allow it without a licensed electrician or plumber. We confirm your town from the job address when you book. No new circuits, rewiring, panel work, new or moved piping, sewer, gas or roofing. If part of your job needs one of those, we'll tell you up front so you can bring in the right pro.
Do you guarantee your work?
Yes. If something we did fails because of our workmanship within 30 days, we'll come back and fix it free. See our Terms for details.
Are you insured?
Yes — Squared Away Home Services LLC carries general liability insurance.
Do you take on bigger projects?
Yes — framing, finish carpentry, trim, built-ins, and shelving. Ask for a free quote or get in touch to talk it through. For any job of $500 or more (before sales tax), New York requires a written contract, so we email you one to read and sign online (it takes a minute; a paper copy is available if you prefer). There's no deposit. You then have three business days to change your mind at no cost; we generally hold off on starting until that period is over, and nothing is due before then. We bill at the end of each working day for the work done and materials supplied that day.
While the job is under way
How do I communicate about my job?
Everything goes through the message thread on your booking. It's the one place both of us can refer back to for what was discussed and agreed to. You can attach photos and receipts directly to a message.
What if I need to add something while the job is in progress?
Send it in the message thread. Extra tasks, materials, or time are agreed to there and reflected on the final invoice, so there's a written record on both sides. If the extra work would bring the job to $500 or more before sales tax, we set it up as its own job with a written contract first.
Don't see your question? Get in touch.