1. Professional Responsibilities

• Service Delivery: Professionals must deliver services at the agreed time and quality standard. Address any service issues promptly to maintain customer satisfaction.
• Communication: Use the app to inform customers of delays, changes, or cancellations as soon as possible. Maintain polite and professional communication at all times.
• Customer Relationship: It is the professional’s responsibility to manage the customer relationship, ensuring transparency and resolving any issues directly.

2. Booking and Rescheduling

• Rescheduling by Professionals: Notify the customer via the app immediately if a reschedule is necessary. All reschedules must be confirmed before the service date, or Itzhome must be notified by 10:00 PM to avoid incorrect charges to the customer.
• Customer Cancellations and Rescheduling: Follow the Itzhome Cancellation and Rescheduling Policy, ensuring any applicable fees are applied and reported correctly.
• Preparation for Services: Confirm with the customer in advance about products, equipment, or special requests to avoid disruptions.
• Customer No-Show: If access to the property or required materials is unavailable, follow Itzhome’s policies to document the issue and notify central support.
• Delays Beyond Control: For weather or unforeseen issues, communicate with both the customer and Itzhome. Attempt rescheduling as soon as feasible

3. Professional Standards

• Appearance and Conduct: Maintain a professional demeanor, dress appropriately for the task, and respect the customer’s property.
• Confidentiality: Maintaining professional boundaries and respecting customer confidentiality at all times.
• Health and Safety: Follow health and safety guidelines to protect yourself and the customer. Use customer-provided equipment to avoid cross-contamination and ensure tools and supplies are clean and functional.
• Rating and Feedback: Strive to maintain a minimum average customer rating of 3 stars. Repeated low ratings may result in deactivation from the platform.

4. Handling Damage and Liability

• Unremovable Issues: Professionals are not liable for pre-existing conditions such as permanent stains or faults caused by subpar materials or equipment.
• Professional Responsibility: Any damage caused directly during service delivery should be reported and rectified by the professional.

5. Compliance and Documentation

• DBS and Insurance: Keep all required certifications, such as DBS checks and insurance professional qualifications up-to-date and on file with Itzhome.
• Vetting Requirements: Comply with Itzhome’s vetting process to ensure eligibility and trustworthiness.

6. Restrictions and Conflicts

• Client Solicitation: Professionals must not engage customers directly for private services outside of the Itzhome platform during or within twelve months of contract termination. Breaching this rule may result in penalties.

7. Policy Updates

Itzhome may update this document periodically. Professionals are required to review and adhere to the latest policies and guidelines.

This document sets the foundation for professionalism, quality, and consistency in delivering services via the Itzhome platform. Adherence to these policies ensures a positive experience for customers and long-term success for professionals.