HAY RUNNER TERMS OF SERVICE

HAY RUNNER TERMS OF SERVICE

Last updated 10/16/2019

BY ACCEPTING AND AGREEING TO PROFESSIONAL HOME SERVICES PROVIDED BY HAY RUNNER, THE CUSTOMER AGREES TO ACCEPT THE GENERAL TERMS AND CONDITIONS BELOW. If you are unsure about any part of these terms and conditions please contact us for clarification.

APPOINTMENTS:

Appointments can be booked online at www.hayrunner.com or by calling (207) 605-2055. Appointments booked online will be sent to our office for review. We make every effort to accommodate your scheduling needs; however, due to the busy nature of our industry, the status of your appointment will only be confirmed once someone from our team has talked to you about your specific needs, scope of the projects, dates and times.

APPOINTMENT REMINDERS:

As a courtesy, Hay Runner will send you an appointment reminder 3 days before your scheduled appointment. Reminders will be sent 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. Customers will be sent a second and final appointment reminder 1hr before service is to begin. Our affiliated app, Housecall Pro, allows customers to be in direct contact with our technicians. In many cases, you will receive a notice directly from Hay Runner technicians letting you know when they are in route to your house or place of business.

APPOINTMENT RESCHEDULE & CANCELATION:

When you book your appointment with us you are holding a space on our calendar that is no longer available to other customers. We understand that situations arise in which you must cancel your appointment. As a courtesy to both our business and technicians please call to reschedule your appointment as soon as you know you need to.

If cancellation is necessary, we respectfully request that you call at least 48-hours in advance. Appointments are in high demand and your advanced notice will give other customers access to that date and time. To cancel your appointment please call us at (207) 605-2055 between the hours of 8am-5pm, Monday through Friday. Reschedule requests or cancellations after 3pm on Fridays, for Monday appointments, will be considered late cancellations. See details below.

LATE CANCELLATIONS / NO-SHOW:

A cancellation is considered late when the appointment is cancelled less than 48-hours before the appointed time. A no-show is when a customer is not home to meet our crew and/or does not provide access to their space for our technicians to work. Any cancellation or reschedule made less than 48-hours will result in a cancellation fee. The amount of the fee will be equal to 50% of the value of services reserved.

PAYMENT POLICY:

It is Hay Runners’ that payment is due at the time of service, unless other financial arrangements are made in advance. Credit cards (Visa, Mastercard, Discover and Amex) and checks are accepted forms of payment. Credit cards will be charged after services are complete. If you are paying with a check, a credit card is still required to be on file to reserve your appointment. Checks can be made out to: Hay Runner, and can be dropped off at Hay Runner Offices in Portland Maine, or we will schedule someone from our crew to pick it up.

CHECK PICK-UP POLICY:

For those wanting to pay with a check, we will arrange a check pick-up time with you. Customers can bring a check directly to our office on 53 Exchange Street, Suite 201, Portland Maine 04101, or we will pick it up from.

LATE PAYMENT POLICY:

A 15% financial charge will be applied to unpaid invoices reaching 30 days overdue.

DEPOSIT POLICY:

Non-refundable deposits are required at the time of scheduling for services projected to take 8+ hours, or for projects requiring materials purchased. Appointments will be considered “unconfirmed” until deposits are made in full. 8-hours of service, or one full-day, is equal to a $200 deposit. For every 8-hours scheduled, customers are responsible for paying $200. Deposits will be applied to your balance due when project is complete.

RATES:

At Hay Runner, we offer several services at varying rates. See below for breakdown:

Handyman & Taskers are billed at $50 - $75/hour.

Licensed Plumbers & Electricians are billed at $115/hour.

Handyman Cleaners are billed at $50/hour

When booking your appointment online, you can select how many hours you would like to schedule with each. A 1-hour minimum is charged for all appointments. After 1-hour of service, you will be charged half rate for every 30mins. For example, 1-hour of tasker service will cost $75. 1 ½ -hours of tasker services will cost $112.50.

MATERIALS:

Unless otherwise arranged (see below) customers are responsible for providing materials for our service workers to use, install or assemble. Materials include, but are not limited to: paint, windows, doors, nobs, fixtures, furniture needing assembly, shelving etc.

Plumbing and electrical supplies will only be processed through our in-house, licensed plumbers and electricians, so that we can guarantee the products. Hay Runners plumbers and electricians are advised not to use plumbing and electrical materials provided by customers. Fixtures, such as shower/tub inserts, toilets, sink vanities, lighting fixtures can be purchased through Hay Runner, or otherwise must be approved by our technicians before work begins.

MATERIALS PROVIDED BY HAY RUNNER & COST BREAKDOWN:

Another way of doing business is to have Hay Runner simplify the process for you, and collect all necessary materials and building supplies for your project. Depending on the scope of your project, it may be more desirable for you to put these tasks in our hands, and we are happy to do so. For your convenience, we have implemented an-easy-to-follow billing process so you know what to expect when hiring us to order materials. Customers will be billed for:

All materials ordered by Hay Runner will be up-charged by 10%

Hourly rate for coordinating/acquiring materials is $75/hr.

Time for coordinating/acquiring materials is billed in 15min increments.

Installing materials will be billed at our regularly posted handyman rates.

All on-site work is billed in hourly increments.

ACCESS, ENTRY & SECURITY:

We take security and your peace of mind seriously. When you schedule your ON-BOARDING 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:

Being present to let our workers into your space.

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

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. These services are not always available at this time. Please call us to discuss your needs: (207) 605-2055.

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”.

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 within 24 hours. Reimbursement for damaged property will be made up to $250 with a copy of your replacement receipt or a quote for a replacement with a similar item. Reimbursement for damaged items over $250 will be handled by our professional consultant or insurance company. 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 handle items, or do work in areas where precious items are present.

CLUTTER:

We ask that you provide a clutter-free environment so that our team members can work as efficiently as possible. Personal and valuable items should be removed from work areas to avoid all possibility of damage. Since we are on a schedule, we will be working as quickly as possible so we greatly appreciate it when work areas are tidied up before we arrive.

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.

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.

PAYMENT:

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.

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.

TRAVEL TIME / VEHICLE CHARGE POLICY:

There is a $40 charge per dispatch for handyman and tasker services. Each time a handyman, electrician, plumber or tasker is dispatched for a service call there is a $40 dispatch fee. This pays for the overhead of our employees and the maintenance of the vehicles.

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.

This policy is updated from time to time. Last modified 1 October 2019.

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HAY RUNNER PRIVACY POLICY

Last Modified: October 16, 2019

Here, at Hay Runner (Hay Runner Holdings, LLC and our affiliates) we are committed to protecting your privacy. This statement sets forth Hay Runners policy and describes the practices that we will follow with respect to the privacy of our customers and the users of our website, www.hayrunner.com. This Privacy Policy is designed to explain how we collect, use, share, and protect the personal information you provide us when you access our website, request our services, or engage with us on social media. It also describes your choices regarding use, access and correction of your personal information. PLEASE READ THIS PRIVACY POLICY CAREFULLY.

If you do not agree with the data practices described in this Privacy Policy, you should not use our services or website. Questions about this policy, or our practices, should be directed to: hello@hayrunner.com, Or call: (207) 605-2055. Or write to us:

Hay Runner

Attention: Privacy

PO Box 4514

Portland, ME 04112

This Privacy Policy is periodically updated. When/if changes to Hay Runners Privacy Policy are significant, we will not only update this webpage, we will also provide a more prominent notice by sending you an email notification.

By accepting this Privacy Policy, you are specifically consenting to our collection of the data described below, to our use of the data, to the processing of this data, and to our sharing of data with third-party processors as needed for our legitimate business interests.

Hay Runner collects your personal information online when you voluntarily provide it to us. If you choose to book appointments online, we ask that you provide limited personal information, such as your name, address, telephone number and/or email address.

As a customer of Hay Runner, including use of our associated mobile applications (HouseCall Pro), you are covered under the Hay Runner Privacy Policy.

"Personal Information"

Personal Information is information that can be used to identify you specifically, including your name, shipping address, email address, telephone number, or home address. This information is voluntarily submitted to us by you. Personal Information also includes Navigational Information or Payment Information where such information can directly or indirectly identify you as an individual.

“Navigational Information”

This refers to information about your browser type, referral source, length of visit, pages viewed, as well as your geographical location. Please see the "Use of Navigation Information" section below. Payment information includes information we collect and process from you when you schedule appointments using our online booking services. This includes credit card numbers and billing information, using third party PCI-compliant service providers.

"Sensitive Information"

This refers to personal financial account information, Social Security numbers, passport numbers, driver's license numbers or similar personal identifiers, racial or ethnic origin, physical or mental health condition or information, or other employment, financial or health information. WE DO NOT COLLECT SENSITIVE INFORMATION.

When You Visit our Website

You are free to explore the website without providing any Personal Information about yourself.

Information we collect from third parties

From time to time, we may receive Personal Information about you from third party sources including voluntary surveys or engage in joint marketing activities, and publicly available sources such as social media websites.

Information About Children

Hay Runners’ website is not intended for, or targeted at, children under 16. We do not knowingly or intentionally collect information about children under 16. If you believe that we have collected information about a child under 16, please contact us at hello@hayrunner.com, so that we may take immediate action to delete the information.

Compliance with Our Privacy Policy

At Hay Runner we use the information we collect only in compliance with this Privacy Policy. Customers who use our Online Booking Services are obligated through our agreements with them, to comply with this Privacy Policy.

We will use your personal information within Hay Runner: (1) to provide you with the services and products you request (2) to answer questions about our services; billing, payment methods or use of our website; (3) to process or collect payments for our services, (4) to conduct customer surveys; and (5) to contact you about the products and services that we offer.

We Never Sell Personal Information

We will never sell your Personal Information to any third party.

Use of Personal Information

In addition to the uses identified elsewhere in this Privacy Policy, we may use your Personal Information to:

- Improve your browsing experience by personalizing our website and improve our Online Booking Service.

- Send Hay Runner content to you which we think may be of interest to you by post, email, or other means and send you marketing communications relating to our business.

- Promote the use of our services, and share promotional content with you in accordance with your communication preferences.

- Provide other companies with statistical information about our users.

- Send information to you regarding changes to our Customer Terms of Service, Privacy Policy (including the Cookie Policy), or other legal agreements meet legal requirements.

We may, from time to time, contact you on behalf of external business partners about a particular offering that may be of interest to you. In those cases, we do not transfer your Personal Information to the third party.

Use of Navigational Information

There are two types of Navigational Information we use at Hay Runner. The first use of Navigational Information is to operate and improve our website. The second use of Navigational Information is to physically locate your home or business to conduct requested services. Hay Runner Handyman workers are required to communicate directly to customers using our affiliated App, Housecall Pro, using GPS tracking. This will allow customers to know precisely when workers or technicians will arrive to determined locations.

Customer Testimonials and Comments

We post customer testimonials and comments on our Website, which may contain Personal Information. We obtain each customer's consent via email prior to posting the customer's name and testimonial.

Use of Payment Information

Payment Information is used solely to collect payment from you for completed services. We use a third-party service provider to manage credit card processing. This service provider is not permitted to store, retain, or use the information you provide except for the sole purpose of credit card processing on our behalf.

Social Media Features

Our website includes Social Media Features, such as the Facebook Like button and Widgets. These features may collect your IP address, which page you are visiting on our sites, and may set a cookie to enable the feature to function properly. Social Media Features and Widgets are either hosted by a third party or hosted directly on our Websites. This Privacy Policy does not apply to these features. Your interactions with these features are governed by the privacy policy and other policies of the companies providing them.

External Websites

Our Websites provide links to other websites. We do not control, and are not responsible for, the content or practices of these other websites. Our provision of such links does not constitute our endorsement of these other websites, their content, their owners, or their practices. This Privacy Policy does not apply to these other websites, which are subject to any privacy and other policies they may have.

Public Forums

We offer publicly accessible message boards on Social Media. Please keep in mind that if you directly disclose any information through our Social Media platforms, this information may be collected and used by others. We reserve the right to delete or remove content we believe to be inappropriate or damaging to our business, our clients, or affiliated companies.

Retention of Personal Information

How long we keep information we collect about you depends on the type of information we collect, and the current status of your account. We retain Personal Information that you provide to us where we have an ongoing legitimate business need to do so (for example, as needed to comply with our legal obligations, resolve disputes and enforce our agreements).

When we have no ongoing legitimate business need to process your Personal Information, we securely delete the information. If this is not possible to delete stored information, we will securely store your Personal Information and isolate it from any further processing until deletion is possible. We will delete this information at an earlier date if you so request.

If you have elected to receive marketing communications from us, we retain information about your marketing preferences for a reasonable period of time from the date you last expressed interest in our content, products, or services. We retain information derived from cookies and other tracking technologies for a reasonable period of time from the date such information was created.

HOW TO ACCESS & CONTROL YOUR PERSONAL INFORMATION

You can request access, correction, updates or deletion of your personal information at any time by contacting us at hello@hayrunner.com.

Service Providers

We employ other companies and people to provide services to visitors to our Website and our customers and users of the Online Booking Service and may need to share your information with them to provide information, products or services to you. Examples may include removing repetitive information from prospect lists, analyzing data or performing statistical analysis, providing marketing assistance, processing credit card payments, supplementing the information you provide us in order to provide you with better service, and providing customer service or support. In all cases where we share your information with such agents, we explicitly require the agent to acknowledge and adhere to our privacy and customer data handling policies.

To Unsubscribe From Our Communications

You may unsubscribe from our marketing communications by clicking on the "unsubscribe" link located on the bottom of our e-mails, updating your communication preferences, or by sending us email us at hello@hayrunner.com. Customers cannot opt out of receiving transactional emails related to their account with us or the Subscription Service.

"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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Client or name (Please print) Address


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Signature of Client                         Date


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This policy is updated from time to time.  Last modified 16 October 2019.