Help CenterOrder Protection is an optional feature available in our web app that works like an added layer of insurance for your order. It is designed to protect you from unexpected issues that may prevent a service from being completed as planned.
When added to an order, Order Protection helps reduce risk and ensures you are not charged for situations outside your control.
How Order Protection Works
If you place an order and the service cannot be completed due to certain on-site issues, Order Protection covers the visit cost.
For example:
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A BFR arrives at the property, but no one shows up
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The property is not accessible as expected
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Entry is denied or unavailable for reasons outside your control
In these cases, if Order Protection is added to the order, the visit cost is covered by us. You are not charged for that unsuccessful attempt.
Why Order Protection Matters
Without Order Protection, situations like no-shows or access issues may result in a trip or visit fee. Order Protection helps eliminate that risk by shifting the responsibility to us when qualifying issues occur.
This feature is especially useful for:
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Time-sensitive appointments
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Properties with uncertain access
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Orders involving third-party coordination
Is Order Protection Required?
No. Order Protection is completely optional.
You can choose to add it on a per-order basis when placing your order in the web app. This gives you full control over when and where you want added coverage.
Adding Order Protection to Your Order
When placing an order:
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You will see the option to add Order Protection
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You can include it before checkout
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Coverage applies only to that specific order
Once added, your order is protected in case the service cannot be completed due to qualifying access or availability issues.
If you haven’t placed an order yet, you can explore this option directly in the web app during checkout.