ACCESS, ENTRY & SECURITY:

We take security and your peace of mind seriously. When you schedule your ONE-TIME CUSTOMER SET-UP appointment with Hay Runner, one of our representatives will be sent to your space to acquaint you with our services as well as create a customer profile unique to you, your property and needs. Part of this orientation is to discuss ways in which our staff may access your space. Options include:

  1. Being present to let our workers into your space.

  2. Provide us with a key or leave one in a designated area.

  3. Provide us the garage/door code, or a lockbox.

It is our policy to keep all entry doors closed while our team is working and to not allow access to unknown persons. For safety reasons, please do not rely on Hay Runner workers to provide access to other contractors, cleaners or visitors while they are working on your home.

ADD-ONS: 

Anything outside of our agreed upon scope of work, are considered add-ons and additional fees will apply. We bill for our time and all materials, plus 10%.  Our workers are not authorized to deviate from the assigned work order without prior approval from management or from a client completing the order process using House Call Pro (Hay Runner Website Ap). All add-ons must be processed through the office, and not through our field workers. 

AFTER HOUR SERVICES:

All after hour services are billed at time and a half.

APPOINTMENTS:

Appointments can be booked online at www.hayrunner.com or by calling (207) 605-2055. Appointments booked online are considered requests until someone from our team confirms the scope, dates and times. While we do our best to arrive as scheduled, there may be situations when we need to contact you to make a change. As a courtesy, we will send you an email reminder prior to each scheduled appointment to the email address we have on file, or a text message to the phone number on file, or both.  BIlling rates from your phone provider apply.

BREAKAGE:

Unfortunately, accidents happen. If an incident occurs and something breaks or is damaged by one of our team members, you will be notified with a detail of the item. All breakage and/or damage is required to be reported to the office immediately when it occurs, or within 24 hours. Reimbursement will be made up to $250 with a copy of your replacement receipt or a quote for a replacement with a similar item. Items which cannot be replaced due to sentimental or antique value should be reported to the office BEFORE more work continues. We reserve the right not to touch an item. Reimbursement for damaged items over $250 will be handled by our professional consultant or insurance company.

CLUTTER:

We ask that you provide a clutter-free environment, which allows our workers to access all areas to be worked on. Since we are on a schedule, we will be working as quickly and efficiently as possible so we greatly appreciate it when work areas are tidied up before we arrive.

CANCELATION POLICY (“NO-SHOW” POLICY): 

We understand that situations arise in which you must cancel your appointment with Hay Runner. It is therefore requested that if you must cancel your appointment you provide more than 48 hours notice. This will allow time to schedule another appointment for our workers. We will not accept cancellations after 3pm on Fridays for work scheduled for the following Monday. 

Handyman, electrician, plumbing or tasker appointments which are cancelled with less than 48 hours notification will trigger this cancellation policy.  If we are unable to perform the work or access the property due to the client, there will be a cancellation fee. The fee will be 50% of the total ticket (scheduled work). The client will be required to pay the cancellation fee in order to continue with the work.

DAMAGE:

Any suspected damage by Hay Runner’s workers must be reported to the office within 24 hours after your appointment. An inspection will be scheduled in a timely manner. Repair or replacement will be arranged upon determination of responsibility. We will not consider ourselves liable for reports made outside of the 24 hour window.  See “Breakage”.

DEPOSIT POLICY:

At the time of booking a 33% non-refundable deposit is due.

EMERGENCY SERVICES:

Storms and weather events are unpredictable, as are other recognized States of Emergency. Our workers may be able to assist in the case of an emergency, depending on their schedule. We cannot guarantee this.  All after hour services are billed at time and a half.

HEALTH 7 SAFETY MATTERS:

Due to health risks we cannot clean up after blood, vomit, feces (human and animal), or clean out litter boxes. We will also not clean while pest control spray is fresh. We require a safe working environment, including people, property, and pets. Just as you expect our cleaning techs to ensure your safety as they are working, we must be able to make sure they will be safe as well. We instruct our staff to only use a 2-step ladder for climbing and to lift no more than 25 pounds of weight without assistance.
Please ensure that your house is well ventilated and/or air-conditioned. 

HOLIDAYS:

We are closed and do not provide service on the following holidays: New Year's Eve, New Years Day, Memorial Day, Independence Day, Labor Day, Veterans Day, Thanksgiving, Christmas Eve, and Christmas Day. 

NON-SOLICITING:

We spend a lot of time and money to hire and train our cleaning technicians, so it is important that our clients do not try to solicit them away from us. All of our technicians have signed a Non-Compete Agreement and are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their employment with Hay Runner or for one (1) year following termination of employment, without written approval from Hay Runner.  You agree not to hire past or present staff of Hay Runner for a period of no less than one (1) year from the date the staff last worked for Hay Runner. In the event you feel you must hire one of our staff members in spite of this agreement, then a $2,500.00 placement fee is due immediately upon employment of the past/present staff member, regardless of whether the employment is regular or on a contract basis.

PAYMENT:

We only accept payments via credit or debit cards. There are fees associated with credit and debit cards transactions. There’s a 2.69% with every transaction for using a credit or debit card. All customers must have a current credit or debit card on file to begin and continue a regularly scheduled service such as monthly maintenance work. Cards are processed at the beginning of each month by the 5th. If the 5th is on a weekend or holiday, cards will be processed the first business day before. The first $150 One-Time Service Fee is charged in full and in advance of the first site meeting.  It is non-refundable if for some reason there is a cancellation on the part of the client, we will do our best to reschedule at a convenient time for both parties. A 33% non-refundable deposit is required for all Handyman services and One-Time tasks. ALL PAYMENTS ARE FINAL.

PETS:

At Hay Runner, we understand that pets are part of the family. Therefore, we want to make sure we do all we can to minimize the stress that may occur when strangers enter their space. For the well-being of both your pets and our workers, we ask that all pets be placed in an area outside of the space being worked on.

PRIVACY POLICY: 

We're committed to your privacy. Hay Runner uses the information you provide to us to contact you about our relevant content, products, and services. You may unsubscribe from our communications at any time. 

PERSONAL INFORMATION:
Hay Runner takes every precaution to protect your information. Sensitive information provided through the website is protected both online and offline. Employees of Hay Runner who need the information to perform their jobs are given access to your personal information. No other employees have access to it.  All computers that store personal information are kept in a secure environment.

Rates:

Handyman and Tasker work is $75 per hour, plumbing and electric is $115 per hour. 

SCHEDULE CHANGES:

See: CANCELATION POLICY (“NO-SHOW” POLICY): 

SUPPLIES: 

Each job is different, we will charge for the time it takes to get the supplies and there will be a 10% upcharge for all supplies purchased by Hay Runner to complete a job.  

TERMINATION OF SERVICES:

This contract shall terminate automatically upon completion of services by Hay Runner and final payment by Owner, or by mutual consent of the parties, in writing.  In the event of termination of this Agreement by either party, the Owner shall within fifteen (15) calendar days of termination pay Hay Runner for all services rendered and all reimbursable costs incurred by Hay Runner, up to the date of termination, in accordance with the payment provisions of this Agreement. Payments made toward services and costs are non‐refundable.

THEFT:

Precaution is always the best protection. Please DO NOT leave any money or valuables which could be lost or taken, out in the public spaces of your home.  When we find valuables left out in the open, we will record them on a checklist and work around them as best we can. Our workers  will not bring personal items into your property.  

TIPPING:

Please do not feel obligated to tip your worker. 

TRASH:

All garbage produced by the projects our workers are working on, will be disposed of by our team at the end of the job. 

WEATHER:

In Maine, severe winter weather is inevitable. In the event of severe weather we may determine it is not safe to travel and or/carry tools and equipment to your property or business. When this occurs, we will reschedule your appointment for the next available opening. Please assist us with your understanding if rescheduling is necessary.


"BY ACCESSING AND USING THIS SERVICE, YOU ACCEPT AND AGREE to be bound by the terms and provision of this agreement. In addition, when using these particular services, you shall be subject to any posted guidelines or rules applicable to such services. Any participation in this service will constitute acceptance of this agreement. If you do not agree to abide by the above, please do not use this service."


Hay Runner believes that good client relationships are paramount to our business, and is primarily based on excellent communication. 


We look forward to working with you to repair, restore and renew your space.




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This policy is updated from time to time.  Last modified 13 September 2019.