Terms of Service

These Terms of Service ("Terms") govern your use of the website twmrestore.com and the restoration services provided by TWM Water Restoration ("TWM," "we," "us," or "our"). By using our Site, requesting an estimate, scheduling service, or engaging us in any way, you agree to be bound by these Terms.

1. Acceptance of terms

By accessing our Site, requesting a quote, scheduling service, providing your contact information, or otherwise engaging with TWM, you acknowledge that you have read, understood, and agree to be bound by these Terms and by our Privacy Policy. If you do not agree, please do not use our Site or services.

2. Description of services

TWM provides residential and commercial restoration services including, but not limited to, water damage restoration, fire damage restoration, storm damage cleanup and repair, sewage cleanup, and related mitigation, structural drying, and rebuild services. The specific scope of work for any project is documented in a written scope of work or estimate provided to you before work begins.

TWM does not provide mold remediation services. If active mold colonization is identified during a project, we will stop work, document the conditions, and refer you to a qualified mold remediation specialist.

3. Service area

TWM serves customers in the Dallas–Fort Worth, Houston, Austin, Raleigh-Durham, Oklahoma City, Tulsa, and Portland metropolitan areas, including surrounding suburbs. We may decline service to locations outside our published service area or where dispatch is not commercially practicable. Service area boundaries may change; please confirm current coverage by contacting us.

4. Estimates and quotes

Estimates and quotes provided before an on-site assessment are preliminary and non-binding. Final scope of work and pricing are determined after our crew assesses the property and documents the loss. We will not begin work without your written or verbal authorization to proceed.

Pricing may change if (a) the loss is more extensive than initially documented; (b) materials, access, or labor requirements differ from the original scope; or (c) you request additional work outside the original scope. Any change will be communicated to you before the additional work begins.

5. Insurance billing

TWM offers direct insurance billing as a convenience to customers with active homeowner or commercial property insurance policies covering the loss. By authorizing us to bill your insurance carrier directly, you assign payment rights for the covered scope of work to TWM up to the amount of the carrier's settlement for that work.

Direct insurance billing does not relieve you of responsibility for amounts not covered by your insurance, including deductibles, depreciation holdbacks, items denied or excluded by your policy, and any out-of-scope work you request. You remain responsible for paying any uncovered balance. We will provide an itemized invoice and supporting documentation for all charges.

TWM is not an insurance company, does not adjust claims, and does not act as your agent in negotiations with your carrier. We work cooperatively with your adjuster to document and substantiate the scope of work.

6. Emergency response

TWM operates a 24/7 emergency dispatch line. We make commercially reasonable efforts to dispatch crews quickly. However, response times depend on crew availability, distance, road conditions, current call volume, the severity of your loss relative to other active dispatches, and other factors outside our control. We do not guarantee any specific response time. Where multiple emergencies are active, dispatch order is determined by safety, severity, and operational priority.

7. Your obligations

To allow us to perform services safely and effectively, you agree to:

• Provide accurate information about your property, the loss, and your insurance;
• Grant our crews safe and reasonable access to the property during the project;
• Notify us promptly of any safety hazards, structural concerns, or access restrictions;
• Secure pets, children, and valuables before work begins;
• Provide accurate insurance and contact information if direct billing is requested;
• Pay any uncovered balance per the timeline in your invoice.

8. Communications consent

By providing your phone number, email, or other contact information to TWM, you consent to receive communications from us regarding our services, including:

• Transactional communications: Appointment confirmations, dispatch updates, ETA notifications, job-status updates, invoice notifications, payment reminders, and warranty information;
• Follow-up communications: Post-job satisfaction check-ins and review requests;
• Marketing communications (only with your express opt-in): Promotional offers and educational content. Marketing texts and emails are sent only to addresses and numbers that have specifically opted in.

Communications may be delivered by phone, SMS text message, email, push notification, or postal mail. Message and data rates may apply for SMS messages. You may opt out of marketing messages at any time by replying STOP to any text or using the unsubscribe link in any marketing email. For help, reply HELP to any text message. Opting out of marketing communications does not stop transactional communications that are necessary to deliver active services you have requested. Message and data rates may apply from your wireless carrier; message frequency varies.

No mobile information will be shared with third parties or affiliates for their marketing or promotional purposes. Phone numbers and SMS opt-in consent records are used only to deliver services you have requested and are not sold, rented, or shared for outside marketing.

Calls to and from TWM may be monitored or recorded for quality, training, dispatch verification, and documentation purposes. Our Privacy Policy contains more detail on communications, consent, and TCPA compliance.

9. Warranties and disclaimers

TWM warrants that mitigation and restoration work will be performed in a workmanlike manner consistent with IICRC standards and industry best practices. Any specific warranties applicable to your project will be stated in your scope of work or final invoice.

EXCEPT AS EXPRESSLY STATED IN WRITING, TWM DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. THE SITE AND ITS CONTENT ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTY OF ANY KIND.

10. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TWM SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES — INCLUDING LOST PROFITS, LOSS OF USE, OR LOSS OF DATA — ARISING OUT OF OR RELATED TO YOUR USE OF THE SITE OR OUR SERVICES, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

TWM'S TOTAL LIABILITY FOR ANY CLAIM ARISING OUT OF OR RELATED TO THESE TERMS OR YOUR USE OF OUR SERVICES SHALL NOT EXCEED THE AMOUNT YOU PAID TWM FOR THE SPECIFIC SERVICE GIVING RISE TO THE CLAIM. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES, SO THESE LIMITATIONS MAY NOT APPLY TO YOU.

11. Indemnification

You agree to indemnify, defend, and hold harmless TWM and its officers, employees, contractors, and subcontractors from any claim, demand, loss, or expense (including reasonable attorneys' fees) arising out of (a) your violation of these Terms; (b) your violation of any third-party right; or (c) any inaccurate information you provided to us in connection with services.

12. Intellectual property

The Site, including its design, text, graphics, photographs, logos, code, and all other content, is owned by TWM or its licensors and is protected by U.S. and international copyright, trademark, and other intellectual-property laws. You may not reproduce, distribute, modify, or create derivative works of any portion of the Site without our prior written permission, except for personal, non-commercial reference.

13. User content and reviews

If you submit reviews, photos, testimonials, or other content to TWM (whether through our Site, by email, or via a third-party platform), you grant TWM a non-exclusive, royalty-free, worldwide license to use, display, reproduce, and adapt that content for marketing and business purposes. You represent that any content you submit is accurate, your own, and does not violate the rights of any third party.

14. Governing law

These Terms are governed by and construed in accordance with the laws of the State of Texas, without regard to its conflict-of-laws principles. Any claims, disputes, or proceedings arising out of or related to these Terms or our services shall be brought exclusively in the state or federal courts located in Dallas County, Texas, and you consent to the personal jurisdiction of those courts — except as provided in Section 15 below regarding dispute resolution.

15. Dispute resolution

We prefer to resolve disputes informally. Before filing any formal proceeding, you agree to first contact us at office@twmrestore.com with a description of the dispute and to allow us at least 30 days to attempt a good-faith resolution.

If we cannot resolve the dispute informally, either party may pursue resolution through the courts identified in Section 14 or, if both parties agree in writing, through binding arbitration administered by a recognized arbitration provider under that provider's commercial rules. Nothing in this section prevents either party from seeking injunctive relief for intellectual-property violations or unauthorized use of the Site.

16. Changes to these Terms

We may update these Terms from time to time. When we do, we will update the "Last updated" date at the top of this page. Material changes will be communicated through additional notice (for example, an email to active customers or a Site banner). Your continued use of the Site or our services after an update becomes effective constitutes acceptance of the updated Terms.

17. Severability and entire agreement

If any provision of these Terms is found to be unenforceable or invalid by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect. These Terms, together with our Privacy Policy and any signed scope of work or estimate, constitute the entire agreement between you and TWM regarding our services and supersede any prior agreements.

18. Contact us