ErrandWorks Vendor Policies & Procedures

Comprehensive Handbook

Document Version: 2025.11.
Effective Date: November 23, 2025
Company: ErrandWorks
Website: https://errandworks.me

Comprehensive Vendor Handbook Guide

Welcome to ErrandWorks! This Comprehensive Vendor Handbook is your all-in-one resource for operating as a vendor on our platform. It covers onboarding, eligibility, compliance, payments, benefits, and key resources, designed to answer your most common questions and help you get set up quickly and confidently. Whether you’re a first-time Service Pro, SVSP, or Benefit Enrollment Specialist, this guide ensures you stay compliant, protect your business, and access all available platform benefits from day one. Please review each section when needed—ErrandWorks has your back, every step of the way!

Table of Contents

  1. Introduction
  2. Vendor Classification & Eligibility
  3. Background Check Requirements
  4. Benefit Programs & Coverage
  5. Payment Terms & Procedures
  6. Service Standards & Requirements
  7. Platform Usage Guidelines
  8. Termination & Suspension Policy
  9. Disclaimers & Legal Terms
  10. Contact Information

Introduction

Welcome to ErrandWorks, Eatonton, GA’s premier service marketplace connecting trusted local service providers with community members who need reliable assistance. This comprehensive handbook outlines all policies, procedures, and requirements for vendors operating on our platform.

ErrandWorks offers over 100 different services including grocery shopping & delivery, house cleaning, senior assistance, event planning, junk removal & organizing, pet care, office administrative tasks, home repairs, prescription pickup, landscaping maintenance, and general errands. Our mission is to bridge the gap between fair compensation for workers and affordability for clients while maintaining the highest standards of trust and reliability.

By participating as a vendor on the ErrandWorks platform, you agree to comply with all policies outlined in this document.

Vendor Classification & Eligibility

2.1 Vendor Categories

Service Partners (SP)

  • Independent contractors providing services through ErrandWorks
  • Must complete background verification to list services publicly
  • Eligible for both individual and group benefit options

Service Partner Subscription Program (SVSP) Members

  • Monthly subscription-based vendors with enhanced platform features
  • Available in Monthly and Annual payment options
  • Eligible for group benefit coverage when annual premium is paid upfront

Onboarding Specialists

  • Specialized vendors assisting with new client onboarding
  • Subject to enhanced verification requirements
  • Eligible for group coverage under same terms as SVSP members

2.2 General Eligibility Requirements

  • Must be 18 years of age or older
  • Valid government-issued identification required
  • Must provide accurate contact information and maintain current records
  • Compliance with all local, state, and federal regulations applicable to services offered
  • Agreement to ErrandWorks Terms of Service and this Policy Handbook

2.3 Vendor Subscription Plan Comparison

For the most current features and pricing for Level 1/2/3 Vendor Annual Plans, refer to the subscriptions page at https://errandworks.me/subscriptions/. In the event of any discrepancy, the subscriptions page governs.

Benefit eligibility may be subject to carrier requirements, onboarding completion, identity verification, and payment confirmation.

Background Check Requirements

3.1 Mandatory Background Verification

All Service Partners must undergo background verification through ErrandWorks’ approved screening process, which includes:

  • Criminal history check
  • Identity verification
  • Reference verification (when applicable)
  • Professional license verification (for licensed services)

3.2 Background Check Outcomes

Passed Background Check:

  • Full platform access and service listing privileges
  • Eligible for both individual and group benefit options
  • “Verified” status displayed on vendor profile

Failed Background Check:

  • Important: Service Partners who do not pass background verification may still access individual benefit options but cannot:
    • List services on the platform
    • Receive “Verified” status
    • Access client matching services
    • Represent ErrandWorks in any capacity

3.3 Ongoing Verification

  • Background checks may be updated annually or as required
  • ErrandWorks reserves the right to re-verify vendors at any time
  • Vendors must report any changes in background status immediately

Benefit Programs & Coverage

4.1 Group Coverage Eligibility

Vendors, SVSPs, and Benefit Enrollment Specialists:

  • Eligible for group benefits from their first day; no minimum service requirement
  • Enrollment is open for the first 90 days
  • Available payment options: monthly invoice via payroll, annual prepay, or monthly independent benefit selections
  • Benefit Enrollment Specialists are available to help review plan options and pricing
  • Subject to carrier eligibility requirements and waiting periods

4.2 Individual Coverage Options

Individual Benefit Eligibility:

  • Available to all active vendors who meet carrier requirements
  • Completion of all onboarding steps required, including identity verification
  • Background verification required if seeking verified service provider status
  • Payment of applicable individual premiums required for activation

4.3 Benefit Activation Requirements

Payment Requirements:

  • All benefits activate only when required premium payment is received and confirmed
  • Group coverage requires full annual premium payment regardless of subscription billing cycle
  • Individual coverage requires payment according to selected plan terms
  • Financing options may be available through approved carriers (see carrier documentation)

Documentation Requirements:

  • Completion of all carrier-required forms and applications
  • Proof of eligibility as determined by benefit provider
  • Compliance with all carrier waiting periods and enrollment deadlines

4.4 Important Benefit Disclaimers

  • No Coverage Guarantee: ErrandWorks does not guarantee benefit approval, coverage start dates, or carrier acceptance
  • Carrier Determination: Final eligibility is determined solely by the benefit provider/carrier
  • Waiting Periods: All benefits subject to standard carrier waiting periods and eligibility verification
  • Payment Dependency: If payment or required documentation is not received, coverage is not guaranteed and services may be suspended or delayed

4.5 Vendor Benefit Eligibility & Payment Rules

Eligibility Overview:

  • All active vendors may qualify for benefit options (individual or group) based on subscription type and status.
  • Vendors, SVSPs, and Benefit Enrollment Specialists are eligible for group benefits from their first day; no minimum service requirement.
  • Enrollment is open for the first 90 days.
  • Service Partners who do not pass their background check may still access individual benefit options, but cannot list services or be verified on the platform.

Group Coverage Rules:

  • Available payment options for group benefits include monthly invoice via payroll, annual prepay, or monthly independent benefit selections.
  • Benefit Enrollment Specialists are available to help review plan options and pricing.

Individual Coverage Rules:

  • Individual benefits are available to vendors who meet carrier requirements and complete all onboarding steps (including identity and background verification, if required).

Payment Requirements:

  • Benefits are activated only when the required premium payment (group or individual) is received and confirmed.
  • Financing options may be available; see carrier documentation for terms and application details.
  • If payment or required documentation is not received, coverage is not guaranteed and services may be suspended or delayed.

Waiting Period & Carrier Disclaimer:

  • All benefits are subject to standard carrier waiting periods, eligibility checks, and documentation requirements.
  • ErrandWorks does not guarantee benefit approval, coverage start dates, or carrier acceptance. Final eligibility is determined by the benefit provider/carrier.
  • Vendors should review all carrier rules and waiting period details before purchasing coverage.

Important Disclaimers (For Client-Facing Staff):

  • Benefit terms, pricing, and eligibility may change at any time due to carrier updates or ErrandWorks policy changes.
  • Always confirm current requirements, payment status, and coverage details with the Sales & Vendor Success team before committing.
  • For financing, eligibility, or carrier rule questions, direct vendors to official benefit documentation or the Sales team for clarification.

Payment Terms & Procedures

5.1 Subscription Payment Terms

SVSP Monthly:

  • Monthly subscription fees billed on recurring basis
  • Group benefit coverage requires separate annual premium payment upfront
  • Non-payment may result in service suspension after 15-day grace period

SVSP Annual:

  • Annual subscription fees due in full at enrollment or renewal
  • Group benefit coverage available with separate annual premium payment
  • Pro-rated refunds not available for voluntary early termination

Advisory: Most vendor subscriptions are annual only. Monthly or quarterly payment options are available through Klarna, Affirm, and PayPal Pay Later.

5.2 Benefit Payment Terms

Group Benefits:

  • Annual premium payment required in full before coverage activation
  • No monthly payment options available for group benefit premiums
  • Refunds subject to carrier policies and terms

Individual Benefits:

  • Payment terms vary by carrier and plan selection
  • Monthly, quarterly, or annual payment options may be available
  • Late payment may result in coverage suspension or termination

5.3 Financing Options

  • Financing may be available for benefit premiums through approved carriers
  • Vendors must apply directly with financing provider
  • ErrandWorks is not responsible for financing approval or terms
  • See carrier documentation for complete financing terms and eligibility requirements

5.4 Vendor Payouts & Tip Processing

  • Payout method: Payouts are sent via ACH to the verified bank account on file. Vendors are responsible for maintaining accurate payout details.
  • Standard timing: Payouts are initiated 1–3 business days after a job is marked complete and the client payment clears our processor. Bank posting times may vary.
  • Weekends/holidays: Payouts queued on non-business days are sent the next business day.
  • Tips: Client tips made through the platform are released with the associated job payout.
  • Taxes: ErrandWorks does not withhold or remit taxes for vendors. Vendors are responsible for all applicable taxes and record-keeping.

5.5 Holds, Chargebacks & Dispute Impact on Payouts

  • Dispute holds: If a client dispute is opened, the disputed amount may be placed on hold until the matter is resolved.
  • Risk reserves: ErrandWorks or its payment processor may place a temporary reserve or delay on payouts in cases of elevated risk (e.g., unusual activity, high dispute rate, suspected fraud).
  • Chargebacks: If a chargeback is initiated by the client, the contested amount may be debited from current or future payouts. ErrandWorks will contest chargebacks when appropriate and may request vendor evidence.
  • Negative balances: Any negative balance created by refunds, chargebacks, or adjustments will be offset against future payouts.

5.6 Refunds, Cancellations & Credits

  • Client-initiated cancellations/reschedules: Fees and eligibility for refunds are governed by the current Cancellation & No‑Show Rate Card posted in the vendor portal. Time-based windows may apply.
  • Vendor-initiated cancellations: If a vendor cancels after acceptance, ErrandWorks may refund the client, reassign the job, and apply account actions per Section 6.4.
  • Refund timing: Approved refunds are processed back to the original payment method and typically appear within 3–10 business days, subject to the client’s bank/processor.
  • Credits: In some cases, ErrandWorks may issue account credits to the client instead of a refund at the client’s request or where required by policy.

Service Standards & Requirements

6.1 Service Quality Standards

  • All services must be performed with professional competence and care
  • Compliance with all applicable safety regulations and industry standards
  • Maintenance of appropriate insurance coverage for services provided
  • Prompt and courteous communication with clients

6.2 Professional Conduct

  • Professional appearance and behavior required at all client locations
  • Respect for client property, privacy, and preferences
  • Punctuality and reliability in service delivery
  • Immediate reporting of any incidents or concerns to ErrandWorks

6.3 Documentation Requirements

  • Accurate service reporting through ErrandWorks platform
  • Maintenance of required licenses and certifications
  • Regular update of vendor profile information
  • Compliance with all record-keeping requirements

6.4 Cancellations, Reschedules, No‑Shows & Client Absence

  • Notice requirements: Vendors must promptly communicate via the platform about delays, reschedules, or inability to attend.
  • Check‑in: Use in-app check-in/out timestamps upon arrival/departure when available.
  • Client absence: Wait window is 15 minutes for standard errands/meetups and 30 minutes for in‑home services. Make at least two contact attempts (e.g., in‑app call/message). Document with a time‑stamped photo at the location if appropriate. After the window, mark as Client No‑Show.
  • Payment when client no-show: Vendor is entitled to the applicable no‑show fee per the Cancellation & No‑Show Rate Card posted in the vendor portal. Materials already purchased with client approval will be handled per Section 5.6.
  • Vendor no‑show/late arrival: Failing to attend without notice may result in non‑payment, client refund, removal from the job, and account actions (up to suspension).
  • Reschedules: Reschedules must be confirmed in‑app by both parties; otherwise the original booking rules apply.
  • CYA (Cover Your Actions): Keep clear notes, screenshots of instructions, receipt copies, before/after photos (when appropriate), and all client communications in‑app.

6.5 Property Damage, Loss, or Theft Claims

  • Immediate steps: Stop work if unsafe, prevent further damage, photograph/video the area/items, and notify the client and ErrandWorks Support through the platform immediately.
  • Reporting timelines:
    • Vendor must report any incident within 24 hours of becoming aware.
    • Vendor must respond to ErrandWorks information requests within 48 hours.
    • Clients should submit claims within 72 hours of discovery where feasible.
  • Required evidence (where applicable): Before/after photos, time‑stamped check‑in/out records, communication logs, itemized receipts/invoices, serial numbers, witness statements, and, for theft or suspected criminal activity, a police report or incident number.
  • Investigation: ErrandWorks will acknowledge receipt within 1 business day and aim to conclude the initial review within 10 business days. Timelines may extend for complex cases or third‑party involvement.
  • Cooperation: Vendors must cooperate with investigations and with any applicable insurance carrier. Failure to cooperate may result in account actions and denial of coverage or platform protection claims.
  • Insurance: Vendors are responsible for maintaining any required insurance. ErrandWorks is not an insurer and does not guarantee reimbursement.

6.6 Yard Sale & In‑Home Service Safety Requirements

  • Authorization: Confirm the service address, authorized contact, and access instructions in the app prior to entry. Do not enter a property if only a minor is present or if access instructions are unclear.
  • Prohibited items/activities: No handling or transport of firearms, ammunition, illegal substances, opened alcohol for delivery, prescription medications (unless expressly permitted by law and platform policy), hazardous materials, or high‑value/collectible items without written client authorization.
  • Cash handling: Where purchases are requested (e.g., yard sales), obtain prior client approval and keep itemized receipts. Avoid carrying large amounts of cash and never commingle funds. Prefer electronic payments when possible.
  • Security: Do not disable cameras or security devices. Do not access restricted rooms/areas without explicit client permission documented in the app.
  • If uncomfortable or unsafe: Leave the location, move to safety, and contact Support or emergency services as appropriate. Document the situation in‑app as soon as it is safe to do so.
  • Client‑provided items: Inspect for visible defects and decline to use any item you deem unsafe. See Section 9.5 for liability limitations.

Platform Usage Guidelines

7.1 Account Maintenance

  • Vendors must maintain current and accurate profile information
  • Regular platform activity required to maintain active status
  • Response time standards must be met for client communications
  • Compliance with all platform terms of service

7.2 Client Interaction

  • All client communications must occur through ErrandWorks platform when possible
  • Direct solicitation of platform clients for off-platform services prohibited
  • Maintenance of professional boundaries in all client relationships
  • Prompt resolution of client concerns or disputes

7.3 Marketing & Representation

  • Vendors may not represent themselves as ErrandWorks employees
  • All marketing materials must comply with ErrandWorks brand guidelines
  • Use of ErrandWorks trademarks or branding requires written permission
  • Accurate representation of services and capabilities required

7.4 Data Privacy, Access & Retention

  • Who can see what:
    • Clients can see vendor profile data shared by the vendor (e.g., first name or business name, profile photo, services, ratings).
    • Vendors can see client first name, service address, job instructions, and contact phone needed to perform the job.
    • Payment details are handled by the processor; neither party can see full payment card/bank data.
  • Staff access: Limited to authorized personnel on a need‑to‑know basis for support, compliance, and safety. Access is logged and monitored.
  • Communications: Use in‑app messaging and calling to protect privacy. Off‑platform communication should be limited and documented in the app where feasible.
  • Location data: When enabled for jobs, location pings may be captured during active job windows for safety and support and are not tracked outside job activities.
  • Data retention and deletion (subject to legal requirements):
    • Transaction and payout records: retained up to 7 years.
    • In‑app messages, photos, and job media: retained up to 24 months, then deleted or anonymized.
    • Location data: retained up to 12 months, then deleted or anonymized.
    • Legal holds and fraud investigations may extend retention.
  • Data requests: Vendors may request access, correction, or deletion of personal data (where legally permitted) by contacting support@errandworks.me. We will respond within 30 days, subject to verification.

7.5 Reporting Misuse, Fraud, or Safety Issues

  • How to report: Use the in‑app Report button on the job, email support@errandworks.me, or call emergency services for immediate threats to safety.
  • What to include: Job ID, date/time, description, screenshots or photos, and any witnesses.
  • Our response: We aim to acknowledge within 1 business day, may place temporary holds on involved accounts or payouts, and will investigate. Where appropriate, we may cancel jobs, remove users, or refer matters to law enforcement.

Termination & Suspension Policy

8.1 Voluntary Termination

  • Vendors may terminate participation with 30-day written notice
  • All outstanding obligations must be fulfilled before termination
  • Return of any ErrandWorks property or materials required
  • No refunds for unused subscription periods

8.2 Involuntary Termination

ErrandWorks reserves the right to suspend or terminate vendor accounts for:

  • Violation of any policy outlined in this handbook
  • Failure to maintain required standards of service quality
  • Non-payment of subscription fees or benefit premiums
  • Misrepresentation of qualifications or background information
  • Violation of applicable laws or regulations

8.3 Termination Process

  • Written notice of termination will be provided when possible
  • Immediate termination may occur for serious violations
  • Appeal process available for disputed terminations
  • Final determination rests with ErrandWorks management

8.4 Dispute, Appeal & Escalation Process

  • Scope: Job outcomes, charges/refunds, ratings moderation, policy violations, and account suspensions/terminations.
  • Filing window:
    • Job or charge disputes: within 7 days of job completion or charge notification.
    • Ratings/reviews moderation requests: within 5 days of posting.
    • Account suspension/termination appeals: within 10 days of notice.
  • How to file: Submit via the in‑app dispute form or email support@errandworks.me with Job ID(s), a clear statement of the issue, and evidence.
  • Evidence requirements: Time‑stamped photos/videos, in‑app messages/call logs, check‑in/out records, receipts, notes, and witness statements.
  • Review timelines: We acknowledge within 1 business day; initial review within 3 business days; final determination targeted within 10 business days. Complex matters may take longer; we will update you if timelines extend.
  • Outcome: We may issue adjustments, uphold charges, remove content, or take account actions. Final determinations by Management may be appealed once to the Executive team; decisions after that appeal are final.

Disclaimers & Legal Terms

9.1 Benefit Program Disclaimers

  • Policy Changes: Benefit terms, pricing, and eligibility may change at any time due to carrier updates or ErrandWorks policy modifications
  • No Guarantee: ErrandWorks makes no warranties or guarantees regarding benefit availability, approval, or coverage terms
  • Carrier Control: All benefit decisions are made by independent insurance carriers and benefit providers
  • Vendor Responsibility: Vendors are responsible for understanding and complying with all carrier requirements and deadlines

9.2 Service Disclaimers

  • Independent Contractor Status: All vendors operate as independent contractors, not employees of ErrandWorks
  • Client Relations: ErrandWorks is not responsible for vendor-client disputes or service quality issues
  • Insurance: Vendors are responsible for maintaining appropriate insurance coverage for their services
  • Legal Compliance: Vendors must comply with all applicable laws and regulations

9.3 Platform Disclaimers

  • Platform Availability: ErrandWorks makes no guarantee of continuous platform availability or functionality
  • Client Availability: No guarantee of client volume or service requests
  • Technology Issues: ErrandWorks is not liable for technology-related service disruptions
  • Third-Party Services: ErrandWorks is not responsible for third-party service providers or integrations

9.4 Limitation of Liability

ErrandWorks’ liability to vendors is limited to the amount of fees paid by the vendor in the twelve months preceding any claim. ErrandWorks shall not be liable for any indirect, incidental, special, or consequential damages.

9.5 Third-Party Transactions & Client-Provided Items

  • Marketplace and yard sale purchases: ErrandWorks is not a party to and has no control over third-party sales (e.g., yard sales, marketplace purchases). We make no warranties about title, authenticity, condition, or fitness of items.
  • Client-provided items or materials: When vendors use client-provided tools, equipment, or materials, they do so at the client’s direction. ErrandWorks is not responsible for defects, failures, or injuries arising from such items. Vendors may refuse to use items they deem unsafe.
  • Payments and cash: ErrandWorks is not responsible for loss or theft of cash handled at a client’s request. Vendors should minimize cash handling and obtain receipts for all purchases.
  • Client actions: ErrandWorks is not liable for acts or omissions of clients or other third parties. Vendors should follow safety protocols in Sections 6.4–6.6 and report issues per Section 7.5.

Contact Information

10.1 General Support

10.2 Benefits Questions

  • Sales & Vendor Success Team: Contact through platform messaging or support email
  • Benefit Documentation: Available through vendor portal

10.3 Policy Questions

  • Legal Department: Available through support email for policy clarifications
  • Management: Executive team available for escalated concerns

Document Control:

  • Last Updated: November 23, 2025
  • Next Review Date: November 23, 2026
  • Approved By: ErrandWorks Legal Department
  • Distribution: All active vendors, support staff, management team

This handbook supersedes all previous versions of ErrandWorks vendor policies and procedures. Vendors are responsible for staying current with policy updates and changes. Updated versions will be communicated through the vendor portal and official ErrandWorks communications.