Terms & Conditions

Catalyst Restoration is an emergency property restoration company operating in Maryland, Pennsylvania, West Virginia, and Virginia. References to “we,” “us,” or “Catalyst” mean Catalyst Restoration. References to “you” or “Customer” mean any person or organization that books a service, enrolls in a subscription, rents equipment, or uses our website.

We offer the following:

• Restoration services — water damage mitigation, mold remediation, sewage cleanup, fire mitigation, smoke cleaning, biohazard cleanup, tarp-up and board-up, storm damage response, structural drying, contents pack-out.
• CatalystShield — consumer subscription with three tiers (Standard, Plus, Elite) providing priority dispatch, dispatch-time guarantees, and annual inspections.
• Catalyst Pro — B2B subscription for property managers and realtors, with three tiers (Solo, Team, Enterprise).
• Catalyst Air — annual commercial indoor-air-quality contracts for schools, daycares, medical offices, and other facilities. Standard and Plus are self-serve; Enterprise is sales-led.
• Catalyst Verify — paid one-time real-estate inspection services (Pre-Listing Audit, Buyer Moisture & Thermal Inspection, Thermal Leak Detection).
• Catalyst Direct Rental — equipment rentals (air movers, dehumidifiers, air scrubbers, etc.) by the day with optional delivery.
• Free tools — Risk Audit, Urgency Calculator, Loss Analyzer, 90-Second Triage Call.

All restoration work is performed in accordance with applicable IICRC standards. The specific scope, equipment, and pricing for any project is documented in a separate work authorization signed before work begins.

Inspection requests submitted through our website are not confirmed until our team contacts you to verify timing and scope. We aim to respond within one business hour for non-emergencies and within minutes for emergencies, but response times are not guaranteed and depend on call volume, weather, and dispatch capacity.

You may cancel a scheduled inspection at any time before our crew arrives by calling 240-291-8439. Once mitigation work has begun, cancellation is governed by the work authorization you signed.

Estimates provided before in-person inspection are non-binding and reflect typical scope for similar losses. Final pricing is determined after on-site inspection, documented in a written scope of work, and signed by you before mitigation begins.

For insurance-claim work, pricing follows the Xactimate or carrier-equivalent rate schedule applicable to your ZIP code and the date of loss. We will inform you in writing of any out-of-pocket amounts (deductibles, depreciation withholdings, scope items not covered) before incurring them on your behalf.

We facilitate insurance claims as a courtesy and a service convenience. We are not your insurance company, your insurance agent, or a public adjuster. We do not guarantee that any specific cost will be covered by your carrier. You remain ultimately responsible for amounts your carrier denies, depreciates, or applies to your deductible.

By signing a work authorization that includes a Direction of Payment or Assignment of Benefits, you authorize us to bill your carrier directly for work covered under your policy. You agree to cooperate in good faith with the claim process.

Payment is due according to the terms specified in your signed work authorization. For direct-pay (non-insurance) work, we require a deposit before mitigation begins and final payment upon completion. For insurance-claim work, deductibles and non-covered amounts are due upon completion or as agreed in writing.

Past-due balances accrue interest at the maximum rate permitted by Maryland law. Costs of collection (including reasonable attorney's fees) are the Customer's responsibility.

CatalystShield is a recurring subscription for residential customers. It includes priority emergency dispatch, a dispatch-time guarantee that varies by tier (60-minute for Standard, 30-minute for Plus, 15-minute for Elite), and free annual inspections. Pricing is published at /catalystshield.

Billing: Subscriptions auto-renew monthly or annually depending on the cycle you select at checkout. Card information is collected and processed by Stripe; we do not store full card numbers on our servers. You may update your payment method, view invoices, or cancel at any time through the Stripe Customer Portal accessible from your member portal at /member/[token].

Cancellation: Cancel anytime. Cancellation takes effect at the end of the current billing period; we do not pro-rate refunds for partial periods. We do not charge cancellation fees.

Dispatch guarantee: “Dispatch” means the moment our crew leaves to head to your property, not on-site arrival. Travel time depends on traffic, weather, and your distance from our service area. The guarantee covers dispatch within the stated window from the time you call our 24/7 line and identify yourself as a CatalystShield member.

Annual inspection + included credits: Inspections must be scheduled within the membership year and do not roll over. Tier-specific credits (e.g. Plus tarp/ board-up credit) are non-transferable and expire at the end of the membership year.

Catalyst Pro is a B2B subscription for property managers, realtors, brokerages, and HOAs. Solo and Team tiers self-enroll via Stripe with a 14-day free trial; Enterprise is sales-led with custom contract terms.

Trial: Solo and Team include a 14-day free trial. Card is collected at signup but not charged until day 15. You can cancel any time during the trial through the Stripe Customer Portal with no charge.

Authorization to act on behalf of tenants and clients: When you dispatch Catalyst on behalf of a tenant, property owner, or client, you represent that you have authority to do so. Catalyst is not responsible for resolving disputes between you and your tenant, owner, or client about whether work should have been authorized, who pays for it, or how it was performed.

Multi-property management: Properties added to your portfolio remain associated with your account until you remove them or your subscription is canceled. Portfolio data does not auto-delete on cancellation; email zshoemaker@catalystrestorations.com to request portfolio purge.

Enterprise tier: Custom MSA, Net 30 invoicing where applicable, named success manager, and SLA terms are documented in a separately signed agreement that supersedes the self-serve terms above for Enterprise customers only.

Catalyst Air is an annual indoor-air-quality contract for facilities. Standard and Plus self-enroll via Stripe; Enterprise is sales-led with custom proposals.

Term and renewal: 12-month term beginning on the contract start date. Self-serve subscriptions auto-renew annually unless canceled. Enterprise contracts renew per the signed master agreement.

Visit scheduling: The visit count specified in your tier (1 for Standard, 2 for Plus, quarterly for Enterprise) must be scheduled within the contract year. Unused visits do not roll over. We will work with you to find suitable dates but cannot guarantee specific calendar windows during high-demand periods.

Sample point limits: Per-visit sample point counts are capped per tier (8 for Standard, 16 for Plus). Additional sample points are available at our then-current per-sample rate.

Lab results and reports: Air sample results are processed by an independent third-party accredited lab. Reports reflect conditions at the time of sampling and at the specific points sampled — they are not a guarantee that future conditions will be the same or that other areas of the facility have the same readings.

24-hour SLA on findings: If a Plus or Enterprise visit identifies an actionable IAQ issue (e.g. mold growth, elevated VOCs), we will dispatch a remediation crew within 24 hours of the lab confirming the finding. Remediation pricing is separate from the annual subscription and follows our standard restoration rate schedule.

Cancellation: Self-serve subscribers may cancel through the Stripe Customer Portal. Cancellation takes effect at the end of the current contract year; we do not pro-rate refunds for partial years. Pre-paid amounts for unused visits beyond the current cycle may be refundable on request.

Verify provides three productized one-time inspection services: Pre-Listing Audit, Buyer's Moisture & Thermal Inspection, and Thermal Leak Detection. Pricing is published per service at /verify.

Payment: Bookings are paid in full at booking via Stripe. Card data is processed by Stripe; we do not store card numbers.

Cancellation and rescheduling: Refundable up to 24 hours before the scheduled appointment. Inside 24 hours, we retain a $99 fee to cover dispatched-tech time. Reschedules are free with at least 24 hours notice.

Scope and limitations: Verify reports document what was visible and measurable on the date of inspection. They do not constitute a structural engineering opinion, a mold-clearance certification, or a guarantee against future moisture, mold, or other property issues. Buyers should treat Verify reports as a specialty supplement to (not a replacement for) a general home inspection.

Realtor referrals: If you list a referring realtor on the booking form, we will share your inspection report with that realtor by email. You authorize this sharing by listing the realtor.

Direct Rental lets you rent restoration-grade equipment by the day. Pricing, deposit amounts, and inventory are published at /rentals.

Payment and deposit: Total rental amount plus a refundable deposit per unit is charged at booking via Stripe. Deposits are refunded within 2 business days of return, assuming the equipment is returned in working order. Refunds are issued to the original payment method.

Pickup and delivery: Pickup at our Hagerstown shop is free. Delivery within ~30 miles is a flat $75 round-trip. You agree to be present for both pickup or delivery within the agreed window. Missed pickups/deliveries may incur a re-trip fee.

Care and operation: You are responsible for proper operation, including following posted operating instructions, providing adequate power, and not running equipment in unsafe conditions. You assume all liability for damage to your property arising from your use of rented equipment.

Damage and loss: If equipment is returned damaged, the cost of repair (up to the deposit amount) will be deducted from your deposit. If repair cost exceeds the deposit, the additional amount will be invoiced. If equipment is lost or stolen, the full replacement cost will be invoiced.

Late returns: Equipment returned more than 24 hours after the agreed return date is billed at the daily rate per additional day until returned. After 7 days past the return date, equipment is considered lost and the replacement-cost provision applies.

Right to refuse rental: We may refuse a rental if we believe the requested equipment exceeds the customer's ability to safely operate it, or if the customer has a history of damaged returns.

We offer several free informational tools that produce educational outputs:

• Risk Audit at /risk-audit — scores your home for water, mold, fire, and storm risk based on the answers you provide.
• Urgency Calculator at /urgency-calculator — illustrates the cost-of-waiting curve for water, fire, and mold losses.
• Loss Analyzer at /loss-analyzer — AI-assisted analysis of damage from photos and a written description.
• 90-Second Triage Call — request a callback from a Catalyst tech for guidance on whether your situation needs professional response.

These tools are educational and non-binding. Outputs are estimates generated from limited inputs and do not constitute a professional inspection, engineering opinion, insurance coverage determination, or medical advice. Do not rely on them as the sole basis for any decision involving safety, property value, or insurance. When in doubt, call us.

All paid transactions on the website (Shield, Pro, Air, Verify, Direct Rental) are processed by Stripe, Inc. Card information is collected on Stripe's hosted pages, transmitted directly to Stripe, and is never stored on Catalyst servers. We receive only a Stripe customer ID, the transaction status, and limited metadata (such as the last four digits of your card) needed to manage your account.

By making a payment, you also agree to Stripe's End User Terms. Disputes about a charge should be raised with us first; we will investigate and refund if appropriate. Chargebacks initiated without first contacting us may result in suspension of your account until resolved.

Several pages on the site are token-authenticated, meaning the URL itself is the credential:

• Customer portal at /portal/[token] — access to your active job (status, photos, documents, messages, drying log).
• Adjuster portal at /adjuster/[token] — read-only access for the adjuster on your claim.
• Member portal at /member/[token] — your CatalystShield account, plan, and billing.
• PM portal at /pm/[token] — your Catalyst Pro account, portfolio, and active claims.

Anyone with the URL can access the page. Treat your portal links like a password. Do not share publicly or post in places that could be indexed. We can rotate a compromised token at any time; email zshoemaker@catalystrestorations.com to request a rotation.

By scheduling restoration or inspection work, you represent that you are the owner of the property or have authority from the owner to authorize the work. You agree to provide access to the affected areas, utilities (water, electricity), and any necessary parking or staging space.

You are responsible for moving or protecting personal items of unique sentimental or financial value before work begins, unless we have specifically agreed in writing to handle them as part of a contents pack-out.

Restoration projects sometimes uncover hidden damage that requires expansion of the original scope. Any change to scope or pricing greater than $500 will be documented in a written change order signed by you before the additional work proceeds, except in genuine emergencies where stopping work would worsen the loss.

We document your loss and our work with photos and notes for our records, your records, and your insurance claim. We may use anonymized job photos in marketing materials, case studies, and on our website. We will not identify you or your address in any public material without your separate written consent.

If you would like us to exclude your job from any future marketing use, email zshoemaker@catalystrestorations.com and we will flag your file accordingly.

By providing your phone number and email, you consent to receive communications related to your job, subscription, or inquiry — including phone calls, voicemail, SMS, and email. SMS messaging is governed by our Privacy Policy and our SMS consent terms (reply STOP to opt out at any time, message and data rates may apply).

We warrant that mitigation work will be performed in a workmanlike manner consistent with applicable IICRC standards. If you discover a defect in our work within 30 days of completion, contact us and we will return to address it at no additional charge.

Beyond this express warranty, we disclaim all other warranties, express or implied, including warranties of merchantability and fitness for a particular purpose. We do not guarantee any specific drying time, mold-clearance result, insurance outcome, or inspection finding.

To the maximum extent permitted by law, our total liability arising out of or related to this Agreement shall not exceed the amount you actually paid us for the specific service giving rise to the claim. For subscription products, this is limited to the most recent annual fee paid. For free tools, our total liability is zero. We are not liable for indirect, incidental, consequential, or punitive damages, including but not limited to loss of use, lost rental income, lost business, or emotional distress.

We are not liable for delays or failures to perform caused by events beyond our reasonable control, including but not limited to: severe weather, natural disasters, pandemics, supply chain disruptions, labor shortages, government orders, utility outages, and third-party service interruptions (carriers, hosting providers, payment processors, insurers).

You agree not to misuse our website, including: scraping, reverse engineering, attempting to disrupt or overload our infrastructure, or using automated tools to submit fraudulent bookings, subscriptions, rentals, or inspection requests. The content, design, and code of https://www.catalystrestorations.com are our property or licensed to us; you may not copy or republish substantial portions without permission.

Whether you have a portal token, an admin login, or a Stripe-managed subscription, you are responsible for keeping your access credentials confidential. Notify us immediately at zshoemaker@catalystrestorations.com if you suspect unauthorized access.

We will attempt to resolve any dispute informally first. Email zshoemaker@catalystrestorations.com with a written description of the issue. If the dispute is not resolved within 30 days, either party may proceed to mediation in Washington County, Maryland, or to litigation in the state or federal courts located in Washington County, Maryland. Both parties waive any right to a jury trial.

This Agreement is governed by the laws of the State of Maryland, without regard to its conflict-of-laws principles. The exclusive venue for any litigation is the state or federal courts located in Washington County, Maryland.

If any provision of these Terms is held unenforceable, the remaining provisions remain in full force. The unenforceable provision will be modified to the minimum extent necessary to make it enforceable while preserving its intent.

We may update these Terms from time to time. The “Last updated” date at the top reflects the most recent revision. Material changes affecting existing subscribers or active customers will be communicated by email. Continued use of our website, services, or subscriptions after a change constitutes acceptance.

Catalyst Restoration
Hagerstown, MD
Phone: 240-291-8439
Email: zshoemaker@catalystrestorations.com