KotiProtect Terms & Conditions

What KotiProtect is. KotiProtect is a discretionary assistance program that Koti offers to homeowners whose projects are booked and paid through Koti. If a professional's negligence damages your property while doing the work on an eligible project, you can ask Koti for help with the cost of repairing that damage — up to $1,000 per eligible project, under these terms.

KotiProtect is not insurance. It is not an insurance policy, a warranty, or a guarantee. Koti reviews every claim and decides, in its reasonable discretion, whether assistance applies and in what amount. Filing a claim does not guarantee payment, and an approved amount may be less than the amount requested.

1. Eligible projects

A project is eligible only if it was booked through Koti and paid through Koti: the project must have a Koti invoice that was paid in full through Koti's invoicing and payment processing. Payments made outside Koti — cash, checks, Zelle, or any payment made directly to the professional — do not qualify, because Koti cannot verify them. Only the homeowner on the project may file a claim, and claims are not transferable.

2. What KotiProtect can help with

Accidental physical damage to your property that is caused by the professional's negligence during the eligible project. Negligence means the professional failed to use the care a reasonably careful professional would use in doing that work. Koti evaluates causation case by case, on the project record and the evidence: damage that merely happens during a project is not automatically eligible, and is not proof of negligence. Examples of the kind of damage this section is about: a television broken while it was being installed; a piece of furniture damaged while it was being assembled or moved for the job; a floor scratched by the professional's equipment during the work; a mirror or fixture damaged during the service. Items you supplied for installation or assembly can be eligible on the same terms.

3. What KotiProtect does not cover

• Projects that were not booked and paid through Koti (see Section 1).
• Dissatisfaction with the quality, appearance, or result of the work, where there is no accidental physical damage.
• Normal wear and tear, pre-existing damage, or gradual deterioration.
• Water damage of any kind — including flooding, leaks, and plumbing failures — and damage that results from it.
• Indirect or consequential losses, such as hotel stays, lost income or rent, or other substitute arrangements.
• Damage outside the scope of the booked project, or not caused by the professional's work on it.
• Damage not caused by the professional's negligence (see Section 2).
• Loss of, or damage to, a vehicle or other means of transportation.
• Damage to common areas of a building or other property that is not the homeowner's own property under the project.
• Damage caused by the homeowner's own unsafe instructions, or by the homeowner's own negligence, to the extent permitted by law.
• Amounts already compensated by insurance or by another party for the same damage (see also Section 8).
• Theft or disappearance of property. Theft is outside the program.
• Personal injury or medical costs. KotiProtect covers property damage only, and personal injury is outside the program.
• Damage caused intentionally.
• Fraudulent claims, and any claim based on false or misleading information.
• Claims filed after the deadline in Section 4.

4. Claim deadline

You must file your claim within 30 calendar days of the service date. Late claims are not eligible.

5. How to file, and what to send

Report the incident through the project in your Koti dashboard (My Projects → the project → "Report an Issue"), or contact Koti Support. Include, as far as you have them: a description of what happened and the date of the incident; photos of the damage; and the receipt or estimate for the repair (or for replacing the damaged item). You do not need every document at the start — send what you have and add the rest as it becomes available. When you file, Koti notifies the professional, who has an initial period of five business days to respond, without preventing urgent escalation.

6. How Koti reviews a claim

Koti reviews the project record — the booking, the paid invoice, the project communications, and the payments — and the evidence you send. As part of the review, Koti evaluates whether the damage was caused by the professional's negligence, case by case; the fact that damage occurred during a project does not, by itself, establish negligence or eligibility. Before or while Koti reviews, you and the professional may try to resolve the matter directly through Koti — the parties are encouraged to attempt a resolution first, provided it does not delay a timely claim; any resolution, and anything you receive under it, goes on the claim record and counts under Section 8. Koti reviews claims that remain unresolved. We may ask you, or the professional, for more information or documents. The professional is expected to cooperate with Koti's review under the Pro Terms.

7. Resolution and how assistance is calculated

If your claim is approved, assistance is calculated on your actual documented loss: the reasonable, documented cost of repairing the damage — or, where repair is not viable, the reasonable cost of replacement, measured against the damaged item's original purchase value with appropriate depreciation. From that amount, Koti deducts anything you received, or are entitled to receive, from insurance or any other party for the same damage. The result is paid up to a maximum of $1,000 per eligible project, in total across all claims for that project. For example: an approved loss of $650 results in $650 of assistance; an approved loss of $1,800 results in $1,000 of assistance, the program cap. Payment is made to you by a reasonable method. A KotiProtect payment does not eliminate the professional's separate legal responsibility for the damage. Koti will tell you whether the claim is approved, denied, or needs more information; if a claim is denied, Koti will give the reason. Koti's decision under KotiProtect is the program's final resolution procedure; if you later obtain new evidence about the damage, you may ask us to take a second look within 14 days of the decision.

8. Other insurance and other recovery

If homeowner's insurance or any other source covers the same damage, tell us when you file. Amounts you receive — or are entitled to receive — from other sources for the same damage reduce KotiProtect assistance: the program does not pay twice for the same damage. If Koti pays assistance for damage caused by the professional or another party, Koti may seek reimbursement of the amount paid from the party responsible, and you agree to provide reasonable cooperation with that effort. Filing a KotiProtect claim does not waive any rights you may have against the professional.

9. The professional's responsibility is unchanged

KotiProtect is Koti's program. It does not transfer, reduce, or insure the professional's own responsibility for their work or for damage they cause. KotiProtect is not the professional's insurance and does not replace it.

10. Changes to the program; effective date

The program's effective date is October 31, 2026. KotiProtect applies only to services performed on or after that effective date — there is no retroactive application. Koti may change or end KotiProtect prospectively. The version in effect on the date the service is performed governs claims for that service.

Questions about a claim: contact Koti Support.