What is your cancellation or reschedule policy?
We ask for at least 24 hours’ notice if you need to cancel or reschedule your appointment. Appointments changed with less than 24 hours’ notice may be subject to a $50 fee to cover reserved time.
Do you guarantee your work?
Yes. We stand behind our work with a 1-year workmanship guarantee. If something we completed isn’t right, just let us know and we’ll make it right.
Do you accept all project inquiries?
Not always. While we handle a wide range of home repairs and projects, there are some jobs we may not be equipped to take on or may not currently service. If that’s the case, we’ll let you know upfront — and when possible, help point you in the right direction.
Should I tip my Rafter Pro?
We do not accept tips but we do appreciate the gesture. The best thanks is a great review or referral.
Are you licensed and insured?
Yes. Rafter is fully insured, and we operate with the appropriate licensing required in the areas we serve.
What is your service area?
We currently serve Westchester County, NY and Fairfield County, CT.
Are Rafter employees background checked?
Yes. All Rafter Pros are background checked before working in customers’ homes.
Is the personal information that I share safe?
Yes. We take data security seriously. Our team is trained on privacy and data handling, and our systems meet SOC 2 security standards to help keep your information safe.
Do I have to be a Rafter member to use your services?
No. Our home services are available to both members and one-off customers. That said, Rafter members receive priority booking and discounted pricing.
Can I refer you to friends and family?
Yes! We love referrals and offer incentives for customers who share Rafter with friends and family.
Do you charge for materials?
Yes. You’re charged for the cost of materials used, and we don’t mark them up. For very small or incidental items, a modest miscellaneous materials charge may be applied.
How do I book a Rafter home services appointment?
You can book by submitting a service request through our booking link. Once submitted, our team will take it from there.
How far in advance do I need to schedule?
We generally ask for at least four business days’ notice when scheduling a visit.
What happens after I submit a service request?
Our team will review your request and follow up within three business days to confirm details, pricing, and next steps.
Can I schedule multiple projects in one visit?
Yes. We specialize in efficiently tackling multiple small projects during a single visit — perfect for knock-out lists and long-overdue to-dos.
What if I need to reschedule my appointment?
You can reschedule using the link in your booking confirmation email, or reach out to our team and we’ll be happy to help.
Do I need to be home during the visit?
We need access to the home to get started, but you don’t need to be present for the entire visit. If you need to step out, we’re authorized to continue work as long as access has been arranged.
Do you offer weekend or evening appointments?
Not at this time. We currently offer appointments during standard business hours.
Is there a minimum service time or charge?
Yes. Our minimum service time is one hour, or the equivalent minimum charge.
Do you charge hourly or by the project?
It depends on the work. Based on your request, we’ll let you know upfront whether pricing will be hourly or project-based before any work begins.
Are estimates free?
Yes. We’re happy to provide estimates at no cost.
Are estimates binding or subject to change?
Estimates may be subject to change if the scope of work changes or new information comes up once we’re onsite. If that happens, we’ll clearly communicate any changes before proceeding.
When is payment due?
You’ll receive an invoice within 24 hours of your service. Payment is due upon receipt.
What forms of payment do you accept?
We currently accept credit cards only.
Do members receive discounted pricing?
Yes. Rafter members receive discounted pricing on home services.
What happens if a project takes longer than expected?
Some projects take longer than initially anticipated once work is underway. If that happens, we’ll communicate with you clearly about what’s needed and any impact on timing or cost before continuing.
What types of projects do you handle?
We handle a wide range of home repairs, maintenance tasks, and small projects. For an overview, please visit our website — or submit a service request if you’re unsure whether something is a fit.
What types of projects do you not handle?
There are some projects we don’t take on, including work that requires ladders over 6 feet, work we’re not authorized, licensed, insured, or permitted to perform, or anything we determine isn’t safe. We always prioritize safety and quality, and we’ll let you know upfront if a project isn’t a fit.
Do you handle small jobs or “honey-do” lists?
Yes. In fact, that’s one of our specialties. We’re great at knocking out multiple small tasks in a single visit.
Do you do electrical or plumbing work?
Yes — for certain electrical and plumbing tasks. We only perform work we’re properly authorized and permitted to do, and we’ll confirm eligibility before getting started.
Do you do exterior work?
Yes. We handle many exterior projects. Please note that we don’t perform work that requires ladders taller than 6 feet.
Do you do seasonal or preventive maintenance?
Yes. Preventive care is core to what we do. We offer a range of à la carte seasonal and preventive maintenance services to help keep homes healthy — for both Rafter members and non-members.
Can you help with smart home or tech installations?
Yes. We can help with many smart home and technology installations.
Can you assemble furniture or mount TVs and shelves?
Yes. We handle furniture assembly as well as TV, shelf, and artwork mounting.
Can you help me with emergency issues, troubleshooting, or repairs?
Yes, based on availability. We offer expedited service for urgent issues booked within 36 hours, which includes a $50 emergency fee in addition to service time or estimated costs. A one-hour minimum charge (or equivalent) applies.
Can you assess an issue before doing the work?
Yes. Our service request process is designed to help us assess your issue upfront. We also offer free consultations for troubleshooting, so we can determine whether an in-home visit is needed before scheduling one.
Can you purchase materials on my behalf?
Yes. We’re happy to source and purchase materials for you as part of the service.
How do you select materials or parts?
We prioritize reliable, high-quality materials from reputable manufacturers and suppliers, chosen based on what’s appropriate for your home and the specific job.
Can I provide my own materials?
Yes. Just let us know in advance if you plan to provide materials so we can plan accordingly.
Do you mark up materials?
No. We charge materials at market cost and do not mark them up. For very small or incidental items, a modest miscellaneous materials charge may apply.
Will you remove old materials or debris?
Yes, whenever possible. We’ll remove old materials or debris related to the work we complete, as long as it’s safe and feasible to do so.
Do you clean up after the job is complete?
Yes. We clean up the work area to the best of our ability using the tools and equipment we bring onsite. In some cases, additional or more thorough cleaning may be needed beyond the scope of the service.
What happens if something goes wrong during a job?
While issues are uncommon, we have clear protocols in place to address them if they arise. If a problem is caused by our work, we’ll take responsibility and work toward a timely resolution. If an issue is unrelated to our work or requires another service provider, we’ll help communicate next steps where possible.
What if I’m not satisfied with the work?
If something doesn’t feel right, please let us know. You can submit a concern for review, and we’ll take a thoughtful look at the situation. While we don’t guarantee refunds, we’re committed to addressing issues fairly and reasonably.
How will I communicate with my Rafter Pro?
You’ll communicate with your Rafter Pro primarily via text message for quick, direct coordination.
Will I receive updates after the visit?
Yes. After your visit, we’ll share a summary of the work completed along with photos, so you have a clear record of what was done.
Who do I contact if I have questions, want to provide feedback, or report an issue?
You can reach our support team through our help center. We’ll share a link so you know exactly where to go for questions, feedback, or support.
What are Rafter’s general service terms and legal disclaimers.
Our full service terms and legal disclaimers are available here.