1. What OffTorque does and does not do
OffTorque verifies that a service pro is who they say they are before they can accept work. Every pro completes identity verification through Stripe and an admin confirmed BCI and FBI background check. Payments, quotes and messages run through the platform so there is a record of what was agreed.
OffTorque does not supervise, attend, monitor or control what happens during a service visit. Service pros are independent contractors, not OffTorque employees, and they set their own labor rates, parts pricing and mobile fees. OffTorque has no staff at the location, no ability to intervene in real time, and no ability to summon police, fire or medical help on your behalf. A completed background check tells you about a person's record. It does not guarantee their conduct on any given day.
2. Before the visit
For customers
- Confirm the pro's name, photo and trade in the app before you open the door. If the person who arrives does not match, do not let them in.
- Tell someone you trust that a service visit is happening, what time, and roughly how long you expect it to take.
- If you live alone, consider arranging the visit for a time when someone else can be present, or meeting in a visible area such as a driveway rather than inside.
- Put away valuables, spare keys, medication and sensitive documents from the work area.
- Keep pets secured, both for their safety and the pro's.
For service pros
- Read the full job description and address before accepting. If the location or the request does not add up, decline it. You are never required to accept a job.
- Share your schedule and the job address with someone you trust, or with your own dispatcher if you have one.
- Park where you can leave without being blocked in.
- Keep your phone charged and on you, not in the vehicle or the work area.
- Do not enter a space you are not comfortable entering. Work that can be done outdoors or in a garage does not have to move inside.
3. During the visit
- Meet and work in a well lit, visible place wherever the job allows it.
- Keep communication in the app. The in-app chat is the record. Moving to personal text or a different app removes the evidence trail and removes OffTorque's ability to see what was said if there is a dispute.
- Keep payment on the platform. A request to pay in cash, by transfer, or through any off-platform method is a warning sign. It removes your payment protection, and on OffTorque it is a policy violation on the pro's side.
- Do not share more than the job requires. No alarm codes, no spare keys left out, no financial information, no identity documents.
- Stop the work if you become uncomfortable. Either party may end a visit at any time. Ending a visit early is always the right call over staying to be polite.
4. If you feel unsafe
You do not need to be certain something is wrong to act on it.
- Leave. Get out of the house, the yard or the vehicle and get to a public place.
- Call 911 if there is a threat, an injury, or you believe a crime is happening or about to happen. In the OffTorque app, the safety card on an active job has a Call 911 button that asks you to confirm before dialing.
- Then tell OffTorque. Email support@offtorque.com or use in-app support. Include the job, the date, and what happened. We can suspend an account, remove a pro's ability to accept work, and preserve the message and payment records.
Reporting to OffTorque is not a substitute for calling the police. If a crime occurred, report it to law enforcement. We will cooperate with a lawful request for records.
5. Harassment, discrimination and off-platform contact
Threats, harassment, sexual harassment, intimidation, and discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic are prohibited on OffTorque, in the app and at the job site. So is soliciting a customer or pro to take future work off the platform.
Accounts found to have done any of the above may be suspended or permanently removed, with no obligation on OffTorque to pay out pending work. Where conduct appears criminal, we may refer it to law enforcement.
6. Reporting an incident
Report through in-app support, or email support@offtorque.com with the subject line "Safety incident". Tell us the job reference, the date and time, the other party, and what happened. If police were involved, include the report number if you have it.
We review safety reports ahead of all other support traffic. You will not be penalized for canceling a job you left because you felt unsafe, and telling us about it will not count against your account.
7. Assumption of risk and limitation of liability
By using OffTorque you acknowledge that meeting and working with another person in a private location carries inherent risk, that service pros are independent contractors and not OffTorque employees or agents, and that OffTorque does not supervise, direct or control the performance of any job. You agree that you are responsible for your own safety decisions, including whether to accept a job, admit a person to your property, or remain at a location.
To the fullest extent permitted by law, OffTorque is not liable for the acts or omissions of any customer or service pro, including personal injury, property damage, theft or loss occurring during or arising out of a service visit. Nothing in this policy limits any liability that cannot be limited under applicable law. This section is read together with the Terms of Service, which governs in the event of a conflict.
8. Changes to this policy
OffTorque may update this policy as the platform changes. Material changes will be surfaced in the app. The effective date at the top of this page shows when it was last revised.