Directory Terms of Service

1.1 Free listings. Basic listings are free indefinitely. We may create unclaimed listings from public sources; the business owner may claim, correct, or request removal of an unclaimed listing at any time.

1.2 Claiming. Claiming requires verification of control of the business via phone or email challenge. One listing per verified physical location. Fabricated or satellite locations created to game proximity ranking will be removed and may result in account suspension.

1.3 Accuracy. You are responsible for the accuracy of your listing content. We may correct objectively false operational data (address, phone, hours) from authoritative sources.

2.1 Organic ranking is determined by a relevance score computed from proximity, service match, responsiveness, reputation, trust signals, and platform performance, as described in the ranking policy.

2.2 Paid subscription tiers apply a bounded multiplier (maximum 1.30×) to the relevance score. No product offered by the Directory overrides the eligibility filter or purchases a fixed organic position.

2.3 Sponsored placements are labeled, capped at 1 slot in the top 3 results and 2 in the top 10, and are sold separately from organic ranking.

2.4 Verification is free, non-purchasable, and granted solely on document review. Ratings and reviews are never altered, weighted, hidden, or removed in exchange for payment.

To receive any ranking multiplier above 1.00× or to run sponsored placement of any kind, a shop must meet all of the following, evaluated on an ongoing basis:

• Verified for at least 60 days;
• Bayesian-adjusted rating of at least 3.8 with at least 8 reviews (shops below 8 reviews may receive a provisional boost subject to manual approval, valid for a 90-day window);
• Lead response rate of at least 70% on a 30-day rolling basis;
• Dispute rate below 3% of billable leads;
• No open safety, licensing, or insurance-lapse flag;
• Payment in good standing.

Enforcement. If a shop fails any of the above, its ranking multiplier drops to 1.00×, sponsored placement is paused, and a prorated credit for unused paid placement is issued automatically to the shop's wallet. Except for safety, licensing, or insurance flags — which take effect immediately — the shop will be notified and given a 7-day cure window before enforcement. Repeated failures may result in loss of paid-boost eligibility.

4.1 Billable events. A lead is billable when one of the following occurs: (a) a tracked call is connected to your shop for 60 seconds or longer; (b) an intake packet is submitted to your shop and accepted; or (c) a driver's service request is accepted by your shop within the stated SLA.

4.2 Non-billable events. The following are never billable: calls under 60 seconds, voicemail, or IVR abandonment; duplicate contacts from the same DOT number or VIN within 72 hours; leads outside your service radius or listed categories; and leads arriving after you marked your shop unavailable.

4.3 Idempotency. Each billable event is recorded once against a unique event key. The same event will not be billed twice.

4.4 Disputes. Leads may be disputed from the shop dashboard within 7 days of the event. Credits are automatic where the tracked call was under 90 seconds or no service order was created within 14 days; other disputes are reviewed manually. Sustained dispute rates above 20% of monthly leads trigger an account review. Approved credits are issued to the shop's wallet.

5.1 Subscriptions are billed monthly or annually via Stripe. Annual billing includes two months free. Upgrades take effect immediately with a prorated charge; ranking benefits apply at the next index refresh (within 15 minutes). Downgrades take effect at the end of the current billing period.

5.2 Wallet. Sponsored placement and banner inventory are funded from a prepaid wallet. Auction and banner spend is never extended on credit. Auto-recharge, when enabled, tops up the wallet at your configured threshold.

5.3 Nonpayment. Failed payments trigger a dashboard notice, then a 3-day grace period. After grace, the ranking multiplier reverts to 1.00× and sponsored placement pauses. Ten days after failure, the account is downgraded to Basic. Listings are never removed for nonpayment.

5.4 Refunds. Approved refunds and prorated credits are issued to the wallet, except upon account closure, in which case the remaining wallet balance is refunded to the original payment method.

5.5 Taxes. Directory subscriptions may be taxable as digital services in some jurisdictions and are charged accordingly. This is independent of any tax exemption your shop honors for fleet customers.

6.1 Sponsored search slots are allocated by auction on bid × quality score, billed per qualified lead or click as stated at purchase, with daily caps and even pacing.

6.2 Exclusive SKUs (metro exclusivity, category sponsorship, takeover bundles) renew automatically with a 30-day cancellation notice. The incumbent holds right of first refusal at renewal.

6.3 Creative review. All shop-supplied creative is reviewed within 24 hours. We reject unverifiable superlatives, competitor marks, safety claims we cannot verify, and phone numbers that bypass tracked lines. Creative failing the quality floor is pulled with a prorated credit.

6.4 No sponsored formats or banners appear above results on urgent breakdown searches.

The following will result in enforcement up to listing suspension:

• Soliciting, purchasing, or automating reviews; review velocity manipulation;
• Answering tracked calls without intent to serve, to inflate response metrics;
• Creating listings at addresses where no service is actually performed;
• Submitting fraudulent leads or disputes against competitors;
• Circumventing tracked numbers or off-platform steering of Directory leads;
• Misrepresenting certifications, insurance, licensing, or DOT status.

Call recordings and whisper prompts on tracked numbers are used for lead verification and dispute resolution. Driver contact information routed to your shop may be used only to fulfill the requested service. Directory analytics provided to shops are aggregated and do not include driver personal data beyond what is necessary to serve the lead.

We may update these terms with 30 days' notice for material changes. You may cancel paid services at any time, effective at period end. The Directory is provided "as is"; to the maximum extent permitted by law, our aggregate liability is limited to the amounts you paid to the Directory in the 3 months preceding the claim.

Questions about these terms: support@wrenchpilot.io