Question 1

How do I create an account?

Accepted Answer

Click the 'Get Started' button on any page. You will enter your name, email, company name, and create a password. Account creation takes less than two minutes and does not require a credit card.

Question 2

Can I add team members to my account?

Accepted Answer

Yes. Once your account is created, you can invite team members by email from your company settings. Each team member gets their own login and can submit jobs, upload documents, and track progress under your company account.

Question 3

Is there a contract or long-term commitment?

Accepted Answer

No. There are no contracts, monthly fees, or minimum commitments. You pay per job when you submit work. You can use the service as much or as little as you need.

Question 4

What information do I need to submit a job?

Accepted Answer

At minimum, you will need the insured's name and address, the claim number (if available), the loss type (water, fire, mold, etc.), and a description of the scope of work. The more detail you provide, the more accurate the estimate.

Question 5

What files should I upload with my job?

Accepted Answer

Upload any documentation that helps us scope the estimate: field photos, scope sheets, moisture maps, containment diagrams, ESX files from previous estimates, adjuster reports, and any other relevant documents. Photos of all affected areas are especially helpful.

Question 6

What is an ESX file?

Accepted Answer

An ESX file is the native file format for Xactimate estimates. It contains the full estimate data including line items, sketches, photos, and notes. If you have an existing ESX file from a previous estimate or from the adjuster, uploading it helps us build on or supplement the existing scope rather than starting from scratch.

Question 7

Can I submit jobs after business hours?

Accepted Answer

Yes. The portal is available 24/7. You can submit jobs, upload documents, and send messages at any time. Our production team works during business hours, but your submission will be queued and started the next business day.

Question 8

How long does it take to receive my completed estimate?

Accepted Answer

Standard turnaround is 3-5 business days from the time your deposit is paid and all documentation is uploaded. Rush turnaround (1-2 business days) is available for an additional 50% fee. Large or complex losses may take additional time, which we will communicate upfront.

Question 9

What format will my estimate be delivered in?

Accepted Answer

Every completed estimate is delivered as both an ESX file (which you can open directly in Xactimate) and a PDF. Both files are available for download from your job workspace in the portal.

Question 10

What if I need changes to my completed estimate?

Accepted Answer

One round of revisions is included with every job at no additional cost. If the adjuster has specific feedback or you identify scope changes after delivery, send us a message through the job workspace and we will update the estimate. Additional revision rounds beyond the first may incur a small fee.

Question 11

Do you write estimates for commercial properties or just residential?

Accepted Answer

We write estimates for both residential and commercial properties. Commercial estimates may be quoted at a custom price depending on the size and complexity of the loss. Contact us for a quote on large commercial jobs.

Question 12

How does the deposit system work?

Accepted Answer

When you submit a job, you pay a flat deposit that covers the base estimate. The deposit locks in your place in our production queue. If the scope turns out to be significantly larger than a standard job, we will communicate any additional cost before proceeding. There are no surprise charges.

Question 13

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards including Visa, Mastercard, American Express, and Discover. Payments are processed securely through Stripe. You can save a card on file for faster checkout.

Question 14

Do you offer refunds?

Accepted Answer

If we have not started work on your estimate, you can cancel the job for a full refund. Once production has begun, refunds are handled on a case-by-case basis. Contact us if you have concerns about a specific job.

Question 15

Who writes the estimates?

Accepted Answer

Every estimate is written by a certified Xactimate estimator with hands-on restoration industry experience. Our team holds Xactimate Level 1, 2, and 3 certifications and has IICRC training. These are not auto-generated estimates -- they are human-written by professionals who understand restoration scoping.

Question 16

How do I communicate with your team about a job?

Accepted Answer

Each job has a built-in messaging workspace where you can send messages and upload additional documents directly to the estimator working on your project. No more email chains or phone tag.

Question 17

What if I have a question that is not answered here?

Accepted Answer

Contact us directly through our contact page, give us a call, or send us an email. We respond to all inquiries within one business day.

Frequently Asked Questions

Getting Started

Submitting Jobs

Estimates & Delivery

Pricing & Payment

Quality & Support

Still Have Questions?