SERVICE PROVIDER ACCOUNT POLICY
For customers to place orders with confidence, there has to be a measure of quality control and accountability. We understand issues may arise on both the customer and service provider's side which may cause an appointment to be missed. These situations should be few and far between.
The aim of this policy: 1) Ensure compliance with our Terms of Service and overall policies 2) To compensate your customers and HireAHelper for the inconvenience caused due to any failure to provide services promised.
REASONS SERVICE PROVIDERS ARE REMOVED FROM THE HIREAHELPER MARKETPLACE
SENDING NON-BACKGROUND CHECKED AND NON-DRUG TESTED EMPLOYEES.
If you send non-background checked employees to customers that specify such requirements…
- 1st Offense: A warning, and the customer does not have to pay you for any non-background checked employees that are sent to that job. If they have already sent you payment, your account will be locked until you return the appropriate amount.
- 2nd Offense: Your listing will be removed from the HireAHelper marketplace for 30 days and the customer does not have to pay you for any non-background checked employees that are sent to that job. If the customer has already sent you payment, your account will be locked until you return the appropriate amount.
- 3rd Offense: Your listing will be removed from the HireAHelper marketplace for 90 days, from the background check program for one year, and the customer does not have to pay you for any non-background checked employees that are sent to that job. If the customer has already sent you payment, your account will be locked until you return the appropriate amount.
- 4th or more Offenses: Your listing will be removed from the HireAHelper marketplace for one year and permanently removed from the background check program and the customer does not have to pay you for any non-background checked employees that are sent to that job. If the customer has already sent you payment, your account will be locked until you return the appropriate amount.
If you send non drug tested employees to customers that specify such requirements…
**Same policy as the background check program above.
More information can be found in the Service Provider Terms of Service - section 23 CRIMINAL RECORDS & BACKGROUND CHECKS
ACCEPTING AN ORDER AND THEN CANCELING IT.
If you give the customer and HireAHelper…
More than 24 hrs notice before the order's start time
The order will not be marked as a "No-Show" and there will be no penalties. But if this happens on a consistent basis you may receive a warning that penalties will be assessed on your next cancellation.
More than 1 hour but less than 24 hrs notice:
The order will be marked as a "No-Show" and you must reimburse for one hour based on your hourly rate for that order.
Less than 1 hour notice:
The order will be marked as a "No-Show" and you must reimburse for two hours based on your hourly rate for that order.
If an order is marked as a “No-Show” you will not be able to access your account until HireAHelper receives the fees owed for that order.
If you have an excessive amount of “No-Shows” HireAHelper reserves the right to remove your listing from the marketplace indefinitely. Keep in mind that customers are shown the amount of "No-Shows" each company has had over the last 12 months. Having "No-Shows" on your listing may negatively impact the amount of orders you receive. Please remember to call your customer if you are running late. If the customer calls HireAHelper, we may assist them in selecting another service provider, you may be penalized for not showing up, and HireAHelper will not reimburse you for your time. If an issue arises but you can arrange an alternate start time or date that works for the customer without HireAHelper getting involved then no fees will be required. The above penalties might be waived at HireAHelper's sole discretion if there are special circumstances (hospitalization, car accident, death in the family, etc.) Official documentation of the circumstance will ALWAYS be required for the penalties to be waived.
If an order is cancelled by the customer.
Cancellation fees may not exceed an hour (1) of flat rate originally booked on a order if it is cancelled less than twenty four (24) hours before scheduled start time. Cancellation fees may not exceed two (2) hours of flat rate originally booked on a order if it is cancelled less than one (1) hour before scheduled start time. Example:If the arrival window is scheduled for 1-2 p.m., the customer has until 2 p.m. the day before the move to cancel the order before a fee is applied. In the circumstance where a Service Provider does show up during designated start time but with less crew members than promised, the Helper has to charge the same amount per crew member as opposed to their normal rates for that size crew.
WHERE DOES THE MONEY GO?
It goes to the customer for the inconvenience and/or to hire a replacement.
IF YOU DO NOT RESPOND TO AN ORDER:
First No Response- You will receive an email that your account has been temporarily deactivated until you log in and update your availability calendar.
Second No Response- You won’t be able to access your HireAHelper account for 7 days.
Third No Response- You won’t be able to access your HireAHelper account for 30 days.
When jobs are booked via HireAHelper.com, these jobs will be posted to your account. You must log in and accept these jobs, or they will be marked "no response" within 48 hours.
IF YOU FALSIFY ANY LICENSE OR INSURANCE INFORMATION IN YOUR ACCOUNT:
Your listing will be removed from the HireAHelper Marketplace indefinitely.
IF YOUR LISTED PHONE NUMBERS ARE DISCONNECTED:
Your listing will be removed from the search results and you will receive an email requesting that you log in and update your contact info before reactivating.
IF YOU CANCEL AN ORDER AND THEN COLLECT THE FULL PAYMENT YOURSELF:
Your listing will be removed from the HireAHelper Marketplace until you forward the owed commission to HireAHelper.
In order to have your account reactivated, you must reply to the email you received when your listing was taken down or send an email to firstname.lastname@example.org. Please note: You cannot be reactivated by calling and speaking to a support representative. Instructions will be emailed to you in the initial email.
HOW TRAVEL FEES ARE CALCULATED
To determine travel fees by miles, HireAHelper uses Google Maps to determine the actual driving mileage between two locations (from the Service Providers business address to the center of the Customers zip code). In the rare case that we can not determine the driving mileage we calculate the distance simply as the shortest distance between two points on the map. When the job is a local move (when the customers locations are within 50 miles of each other) no additional travel fees will be added as crew members will be paid for the time it takes to drive to the customers second location.
For any hours over the pre-booked time, a default option that you do not provide such services will be automatically selected for you. But should a Service Provider elect that they do provide time beyond the pre-booked hours and/or provide services beyond what was originally booked by Customer, they are agreeing to that availability on every order in circumstances where more time is needed. Additional hours will be calculated at thirty (30) minute increments at the hourly rate that the order was booked under. Options for refund policy will also be listed in each Service Provider account. It is the the duty of each Service Provider to make clear what their refund policy is in their account. Should a Service Provider elect that they do offer refunds for unused time, they are agreeing refund customers on every order where a customer requests a refund.
LICENSE AND INSURANCE
All Service Providers are required to have all appropriate licenses and/or insurance as required by law. Service Providers must be able to produce copies of any license and insurance information that is listed on the site. Failure to be able to provide proof of listed license, insurance or offering services that the Service Provider doesn't carry proper licenses for is grounds for removal from HireAHelper. All commercial liability policies should now include HireAHelper as an additional insured. Starting January 31st, 2018 all Helpers who currently have Elite Status do not need to adjust their insurance policy until their renewal date. All future Elite Mover applications and renewals will require HireAHelper as an additional insured on commercial liability policies.