WASHR ACCOUNT ACCESS GUIDELINES
hampr is proud of its relationships with washrs and seeks to partner with professionals who meet and exceed customer expectations, follow industry norms, and comply with applicable legal requirements.
These Washr Account Access Guidelines are intended to ensure that washrs and customers alike can use and enjoy the hampr platform in a safe and professional manner. Failure to abide by these Guidelines may result in a washr’s account being deactivated. Note that, in some instances, hampr may need to investigate an issue before determining whether account deactivation is appropriate. In those situations, hampr may temporarily suspend a washr’s access to his/ her/ their account during the investigation.
Failing to Maintain a Safe Environment
The safety of washrs and customers — and the public in general — is hampr’s first priority. In order to foster a safe environment for Washrs and customers, hampr does not permit activity on the platform that could injure others or create unsafe conditions. A washr’s account may be deactivated as a result of any of the following actions:
- Violence/Aggression, including:
- Carrying a weapon while providing services through the App and while on the premises of a third party retailer or a customer location, unless state law expressly prohibits this restriction
- Assault, violence or threats of violence
- Aggressive gestures
- Abusive or threatening mental or verbal treatment
- Harassing customers regarding money, pay, or tips
- Unwanted contact including but not limited to asking overly personal questions of customers, contractors, or employees of hampr
- Use of alcohol or drugs while providing services
- Property damage while providing services
- Conduct that is harassing or discriminatory in nature, e.g., offensive gestures, slurs, or other unwanted conduct based on any category protected by applicable law
Violation of Applicable Law or Regulation
Suspension or deactivation may result if a Washr violates federal, state, or local law or regulation while providing services through the hampr platform. Examples include:
- Breaking any local, state, or federal law while providing services through the hampr platform
- Failure to maintain adequate insurance
Issues with Background Checks
hampr conducts background checks of washrs to ensure that they meet safety standards. In accordance with applicable laws, washrs are given the opportunity to address any background check issues that may arise, but washrs who fail to meet the safety standards will be denied access to the platform. In cases where hampr discovers after a washr signs the Independent Contractor Agreement that the washr fails to meet minimum safety standards, in accordance with applicable law, the washr’s account may be subject to deactivation.
Just as hampr protects washrs’ personal information, washrs are expected to protect the personal information of customers on the platform. Confidentiality breaches can occur in a number of ways. For example, a washr would breach the confidentiality provisions of the Independent Contractor Agreement by sharing the identity or address of a customer or another washr, bringing any other person who does not have an hampr washr account along while providing services, or by taking screenshots of the washr App while it is displaying customer information or other personally identifiable or sensitive information. In addition, the washr App should not be used to text or communicate with customers on issues other than the customer’s order items, the status of order, or the manner of delivery.
Confidentiality breaches may result in deactivation from the platform and may also result in hampr pursuing additional legal remedies. Using confidential and/or personal information of customers obtained through the washr App to contact them outside of the washr App for any reason not immediately related to a customer’s open order is a breach of a washr’s confidentiality obligation under the Independent Contractor Agreement. Finally, in order to best protect the personal information of customers, washrs must have a secure password on the mobile device to prevent unauthorized parties from accessing a customer’s personal information through the washr App.
Fraudulent or deceptive practices on the platform can harm washrs, hampr, and Members. For that reason, the following acts may result in deactivation:
- Encouraging others to participate in fraud or to disrupt the reliability of the platform
- Holding duplicate washr accounts
- Providing inaccurate or fraudulent information to hampr during the sign-up process or otherwise, including providing an invalid or fraudulent signature on the Independent Contractor Agreement
- Failing to maintain accurate, complete, and current washr account information
- Any fraudulent activity conducted by a washr through a customer or washr account
- The unauthorized use of hampr’s trademark or intellectual property
Violations of hampr’s Standards of Service
In an effort to provide the most consistent and high quality service for our Members & Users, hampr has developed a set of service standards that every washr is expected to follow during the course of picking up, processing and returning each and every order.
“Throttle” is a term used to describe the limitation on a washr’s ability to access new orders. When a washr’s account is throttled, they no longer have access to new orders. A washr with a throttled account is still able to process orders they currently have claimed or picked up.
The following list outlines various violations of hampr’s Standards of Service and the actions hampr will take in light of a washr committing these violations.
When a violation of this nature is reported to Support, a Support team Member will reach out to the washr via Support chat to make them aware of a complaint/violation. washrs are expected to provide acknowledgement and/or feedback in a timely manner. washrs will be given the opportunity to speak 1 on1 with our washr Experience Specialist in an effort to help them identify problem areas and improve service. The washr’s account will remain open (no throttle) to access new orders at this time.
The following are considered minor service violations:
- Disregard for Member preferences
- This includes, but is not limited to, washing/drying on the incorrect setting, using incorrect detergent, or using scented products when the Member has not requested scented products be used
- Unprofessional behavior
- This includes, but is not limited to, unprofessional communication between the washr and a Member/User, unprofessional communication between a washr and Support team members, poor communication regarding order issue, and general acts of unprofessionalism*
*excessive rudeness, profanity or threats towards employees of hampr will result in the deactivation of a washr’s account
Two (2) or more non-throttle violations in a 30 day period will be considered as a minor violation.
When a washr is reported for committing a minor violation, their account will be temporarily paused (throttled). A member of the Support team will reach out to the washr to inform them when a violation has been reported. washrs are expected to provide acknowledgement and/or feedback in a timely manner. Once the washr has provided the appropriate acknowledgement/feedback, the issue will be reviewed, and the washr’s account will be unpaused.
The following are considered minor service violations:
- Orders returned wet/damp
- Pick up/drop outside of the designated window without communication
- When a washr is picking up/dropping off outside of the designated window, it is required that both the Member/User and Support be informed
- “No show” for pick up
- Orders not folded the “hampr way”
- Orders not treated as 1 hampr = 1 load (a washr mixes clothing between hamprs in the same order)
- Orders mixed between Members/Items missing–washr is cooperative*
- In the event that a washr returns orders to the wrong Member/User, mixes multiple Member/User’s loads, or misplaces a Member/User’s items, it is expected that a washr will assist Support in the process of returning orders/items to the appropriate Members/Users.
- Orders returned with foreign or offensive odors (excluding smoke) including but not limited to:
- food smells, mothballs, mildew, etc. that originated from the washr’s workspace, home, or vehicle.
*Failure to cooperate with Support will lead to the deactivation of a washr’s account.
Two (2) or more minor violations in a thirty (30) day period will constitute a major violation, and the washr’s account will be under review for permanent closure.
When a washr is reported for committing a major violation, their account will be temporarily paused (throttled). A member of the Support team will reach out to the washr to inform them when a violation has been reported. washrs are expected to provide acknowledgement and/or feedback in a timely manner. Once the washr has provided the appropriate acknowledgement/feedback, the issue will be reviewed and a decision will be made regarding the status of the washr’s account. Major violations are grounds for deactivation of a washr’s account.
The following are considered major service violations:
- Smoke odors (cigarette/marijuana)
- Orders mixed between Members/Items missing–washr non-cooperative
- In the event that a washr returns orders to the wrong Member/User, mixes multiple Member/Usser’s loads, or misplaces a Member’s/User’s items, it is expected that a washr will assist Support in the process of returning orders/items to the appropriate Members/Users. Failure to cooperate with Support in these instances will lead to the deactivation of a washr’s account.
- Misplacing/losing a Member/User’s hampr(s)
- Missing/lost hampr(s) due to a washr returning hampers to the incorrect drop off location, leaving hamprs in an unsecure location, or any general negligence on the part of the washr
- Orders returned unprocessed/partially processed without approval
- There are several instances in which an order may need to be returned to a Member/User unprocessed or partially processed. In those instances, it is necessary to contact Support for prior approval
- Excessively late returns
- An order is considered excessively late when a washr fails to return an order to a Member/User before the start of the drop off window that follows the window in which the order was originally expected to be returned (Ex. an order was due for drop off by 8am. The order would be considered excessively late if the order has not been returned by 12pm.
All violations will be considered on a case by case basis, and decisions on a washr’s account status will be made on the discretion of Support team members and their appropriate management. washrs are encouraged to respond to Support violation messages within 24 hours when possible.
hampr reserves the right to reverse/withhold payment for Violations of hampr’s standards of service. Payment is based on the SUCCESSFUL completion of services as outlined in the Independent Contractor Agreement.
If you decide you don’t want to wash on the washr platform, you can request to have your washr account deleted. Deleting your account removes you from the platform entirely. Here are a few things you should know –
- We’ll process your deletion request within 30 days once you submit it.
- hampr retains personal information as required or permitted by law.
- If you delete your account and want to wash for us in the future, you can’t use the same email address. You MUST use a new one.
The Washr Account Access Guidelines are not comprehensive, and Hampr reserves the right to suspend or deactivate a Washr’s account based on violations of the Independent Contractor Agreement or for other reasons as deemed necessary in Hampr’s reasonable and good faith business judgment to ensure the safe and reliable operation of the Hampr platform. We will update the Guidelines as necessary and keep the updated version posted.