GRP Chicago
Customer Code
Nine rules every customer agrees to when they book work with us. Short, plain, and enforced both directions — they tell you what to expect from us, and what we expect from you.
1.Pricing & Change Orders
All pricing is disclosed in writing before work starts — flat rate or time & materials, stated on the estimate. No surprise line items. If the scope grows mid-job (hidden rot, broken valve behind the wall, code upgrade required), work pauses, a written change order goes out by text or email, and work resumes only after the customer approves it. Verbal approvals are not binding.
2.Standards & Warranty
Every job is performed to current Illinois and Chicago plumbing code by an experienced, certified plumber. Workmanship is warrantied per our warranty policy. Parts carry their manufacturer warranty. Callbacks under warranty are free. Damage caused by other trades, customer modification, or normal wear is not covered.
3.Scheduling & Site Access
Arrival windows are 2 hours wide. If we're running late, you get a text — not an excuse. Customer is responsible for: clearing the work area, securing pets, providing parking access, and having an adult 18+ on site for the duration of work. If we arrive and can't access the site, a $95 trip fee applies before we re-book.
4.Estimate Timing
Free written estimates for jobs over $500 are delivered within 48 hours of the walk-through. Estimates are valid for 30 days. Diagnostic visits — where a pro comes out to figure out what's actually going on — carry a diagnostic fee (amount TBD, disclosed in writing before the visit). If you move forward with the repair, the diagnostic fee may be credited toward the job at our discretion.
5.Communication
Calls and texts during business hours (Mon–Sat, 7am–6pm) are returned within 4 hours. After-hours messages are returned the next business morning. Emergencies (active leaks, no water, sewage backup) — call, don't text. Email is for documents only, not scheduling.
6.Payment Terms
Jobs under $500: paid in full on completion.
Jobs $500 and over: 50% deposit to schedule, 50% on completion, same day. Accepted: card, ACH, Zelle, check. Invoices past 7 days incur a $15/week late fee for every week the balance remains unpaid (a flat penalty, not interest). Unpaid invoices past 30 days are subject to a mechanic's lien under Illinois law.7.Photos & Privacy
We photograph our work — before, during, after — for warranty records, code inspectors, and our portfolio. No minimum job size. Customer faces, addresses, and identifying details are never published. You may opt out of portfolio use at any time in writing; warranty/inspection photos are retained regardless.
8.Perk Eligibility
Customer perks (lunch-on-us, gift cards, Sweet Treats, member surprise drops, etc.) apply to jobs with a paid invoice of $225 or more. One perk per job, per address. No perks are reserved or guaranteed — they are surprise drops offered at GRP Chicago's discretion, subject to availability, and may change or end at any time. Perks are forfeited on canceled jobs, chargebacks, or unpaid balances over 14 days.
9.Disputes
GRP Chicago is a third-party mediator, not your contractor. Every plumber on our platform is an independent partner — not an employee, not a joint venture, not our agent. Both the customer and the pro agree to GRP's rules (this Customer Code and the Pro Code) when they come on the platform. If a dispute arises between you and the pro, bring it to GRP Chicago first — not a review site, not a chargeback. We respond within 48 hours and, as a neutral third party, work to a resolution against both codes. If the two sides can't agree, GRP Chicago acts as the final arbiter under the codes, and its decision is binding — but the underlying work, warranty, and liability sit between the customer and the independent pro.
By scheduling work with GRP Chicago, customer acknowledges this Customer Code. Revisions take effect 30 days after posting at grpchi.com.