Terms of Service

These Terms of Service explain the basic terms for using this website and submitting restoration-related requests to Hugo Fire & Water Restoration, LLC. The website is provided for general information, service requests, emergency help, and restoration documentation support.

Hugo Fire & Water Restoration, LLC is a Central Florida property damage restoration company based at 4551 Hunting Lodge Dr, St. Cloud, FL 34772. The primary phone number is (888) HUGONOW and the primary email address is disasterservices@hugofireandwaterrestoration.com.

You may use this website to learn about restoration services, request contact, submit emergency or non-emergency help information, and request insurance documentation support. Submitting a form does not create a final contract, contractor-client relationship, public adjusting relationship, or guaranteed service obligation unless separately documented and accepted.

If there is an immediate threat to life, health, active fire, smoke inhalation risk, structural collapse, electrical danger, gas leak, medical emergency, or other life-safety emergency, call 911 or the appropriate emergency authority first. Website forms are not a substitute for emergency public safety services.

The website is not monitored as a life-safety emergency system and does not guarantee that a submitted form will be seen immediately. For active danger, call 911 first. For active property damage after life safety is addressed, calling Hugo Fire & Water Restoration is the fastest contact path.

The company's 15-minute dispatch guarantee applies to its emergency restoration dispatch process. It does not guarantee arrival time, service availability, acceptance of a job, completion time, insurance coverage, or a specific crew assignment. Emergency response still depends on weather, access, safety, crew availability, location, demand, road conditions, property conditions, and other factors.

Website descriptions, preliminary discussions, and form submissions are general and do not guarantee exact scope, price, timeline, materials, outcome, or result. Estimates are not final contracts unless separately documented, approved, and accepted according to the company's normal business process.

Insurance-related website information is general. Hugo Fire & Water Restoration may assist with documentation, photos, mitigation notes, job records, affected-area information, and communication support, but the company does not control insurance coverage decisions.

Hugo Fire & Water Restoration does not guarantee insurance coverage, claim approval, reimbursement, payment, policy interpretation, underpayment outcomes, or any insurance company decision. Insurance decisions are made by the customer's insurance carrier based on policy terms, damage facts, insurance review, and applicable processes.

Customers and website users are responsible for providing accurate contact information, safe access instructions, truthful damage details, relevant property information, and authorization to share claim-related information when requesting documentation support. Customers should also follow safety instructions from public authorities, carriers, and qualified professionals.

Service activity may depend on safe property access, owner or authorized representative approval, utility conditions, building stability, environmental conditions, contamination concerns, and legal or insurance requirements. The company may decline, pause, or limit work when conditions are unsafe or outside the requested scope.

When you submit a form and check the required contact authorization box, you authorize Hugo Fire & Water Restoration to contact you by phone and email regarding your restoration request, emergency service inquiry, appointment scheduling, dispatch updates, documentation support, and related service communications. Operational communications may be necessary to complete active service requests. SMS/MMS text messaging consent is collected separately and is not required as a condition of purchasing, requesting, or receiving restoration services.

Program names: Hugo Fire & Water Restoration Service Updates and Hugo Fire & Water Restoration Team Service Alerts.

Program description: Hugo Fire & Water Restoration Service Updates provides service-related SMS/MMS messages about restoration requests, emergency help, appointment scheduling, dispatch updates, technician or office follow-up, documentation support, and customer service. Hugo Fire & Water Restoration Team Service Alerts provides opted-in employees and authorized team members with team service alerts about customer calls, website restoration requests, callback details, dispatch follow-up, and documentation support.

Customers, property contacts, and authorized representatives opt in by checking a separate optional SMS consent box on a website form or by another documented consent method that includes the SMS disclosure. Consent to receive SMS/MMS messages is not required as a condition of purchasing, requesting, or receiving restoration services.

Employees and authorized team members opt in through a separate team communications consent form before their mobile number is added to the team alert program. The team form asks the recipient to enter their full name, role or work email, and mobile phone number; review the SMS disclosure; actively check a separate unchecked SMS consent box; and sign or submit the form. Team SMS consent is voluntary and is not required as a condition of employment, job assignment, or any service transaction.

Message frequency varies based on restoration request volume, appointment status, active restoration work, documentation needs, customer communication needs, and team service alert volume. A restoration request may involve multiple messages while the request, appointment, job, or documentation matter is active.

Message and data rates may apply according to your mobile carrier plan.

For support, reply HELP, email disasterservices@hugofireandwaterrestoration.com, or call (888) 484-6669.

To opt out, reply STOP to any text message from Hugo Fire & Water Restoration. After you send STOP, you may receive one confirmation text. Service-related communication may still be needed through another channel for active requests, appointments, billing, or documentation matters.

Carriers are not liable for delayed or undelivered messages.

Privacy Policy: Privacy Policy

SMS opt-in details: Customer SMS Consent Details

The company may use third-party service providers for hosting, analytics, forms, customer management, communications, scheduling, payment processing, spam prevention, security, document handling, and other business operations. These providers may process information needed to operate the website or respond to requests, but mobile information and SMS consent data are not shared with third parties or affiliates for marketing or promotional purposes.

The company works to keep website content accurate and useful, but service availability, coverage areas, certifications, business details, pricing, descriptions, photos, legal content, and operational practices may change. Website content should be verified before relying on it for a specific decision.

To the maximum extent permitted by law, Hugo Fire & Water Restoration is not responsible for damages arising from website use, reliance on general information, delayed or failed form submissions, third-party systems, outages, errors, unavailable services, or decisions made by insurance carriers or other third parties.

Unless specifically licensed and separately engaged to provide a particular service, Hugo Fire & Water Restoration does not provide legal, insurance, public adjusting, engineering, environmental, medical, or policy interpretation advice. Customers should consult qualified professionals for advice specific to their situation.

These Terms are governed by the laws of the State of Florida, without regard to conflict-of-law principles, and by applicable federal law, including communications and consumer protection requirements that apply to calls, texts, website forms, and electronic consent. Any dispute related to website use or these Terms will be handled according to applicable Florida and federal law.

The company may update these Terms as the website, forms, services, vendors, or business operations change. The updated date shown on this page indicates when the Terms were last revised.

Questions about these Terms may be directed to Hugo Fire & Water Restoration, LLC at disasterservices@hugofireandwaterrestoration.com, by phone at (888) HUGONOW, or by mail at 4551 Hunting Lodge Dr, St. Cloud, FL 34772.