Policies

Caring Helpdesk, LLC Policies for Caring Transitions® Support

Updated 8/19/18, Effective 8/23/18

1. Caring Helpdesk, LLC (“we”, “our”, “us”) provides remote support and customer service to Caring Transitions franchise offices (“you”). When you contract Caring Helpdesk to perform services, we work for you as an agent on your behalf. Caring Helpdesk, LLC bears no liability for, and Caring Transitions (“CT”) offices are solely responsible for, the following:

   1. Auction and estate sale items (including choices of what to include in sales, descriptive information, condition notes, pricing, and transfers of ownership).

   2. Online auction and physical sale procedures and decisions.

   3. CT sales and business practices and procedures following any applicable local, state, and federal laws and regulations.

   4. Compliance with your Caring Transitions Franchise Systems (CTFS) franchise agreement.

   5. Covering a loss in revenue to you or your client.

      1. Of course, there will always be times when a loss to you or your client is caused by another person, entity, situation, or act of God. Caring Helpdesk, LLC cannot be held liable for either type of loss, and it will be up to you and/or your client to decide what to do in such cases.

2. In order to keep our costs low and maximize availability, all time is billed in 15-minute increments at your hourly rate. In addition to contracted work, this also includes time spent in correspondence via email, text message, and phone calls as well as delays not caused by Caring Helpdesk. Please note: We do *not* bill for an initial consult, but all time after that is billable.

3. Please try to book us at least a week in advance for projects to help ensure availability.

4. Weekend, holiday, after-hours, and next-day work incur an additional charge of $4/hour. Cancellations or reschedules for these types of requests will incur a $100 fee.

5. We will quote you an extra price for doing urgent, same day requests based on staff availability. We must receive approval from you after you receive your quote before we proceed. Cancellations or reschedules for these types of requests will incur a $100 fee.

6. Requests for “splitting” projects onto multiple dates (for example, adding additional lots later or delaying marketing) carries a 3-hour fee plus hours worked.

7. Missed materials deadlines without notice for physical sales carry a 2-hour calendar holding fee, and for online auctions it carries a 3-hour calendar holding fee. When you receive booking confirmations for work we will do on your behalf, it is your responsibility to check (and write down) the materials deadline dates we provide you via email. Caring Helpdesk is not responsible for lost or unread emails, or emails that were sent to spam.

8. Caring Helpdesk is not responsible for saving any materials.

9. Caring Helpdesk sends confirmations of work to be performed via email. These confirmation emails constitute a contractual agreement for services to be performed unless otherwise notified via reply to the email. If we are posting or activating your sale for you, we will send you a confirmation that work has begun with a link to the sale as well as a copy of your invoice message. If you do not receive one, it is your responsibility to request a copy. Please review this confirmation and the post via the link that we provide carefully and let us know if there are any errors. Caring Helpdesk is not responsible for lost or unread emails, or emails that were sent to spam.

   1. If your sale has reserves or special pricing, it is your responsibility to check that these have been posted accurately.

   2. If we are sending your invoices, payment reminders, and/or email reminders for you, please be sure to check yourself to make sure they have been done on time.

10. You are ultimately responsible for the accuracy, completeness, and timeliness of any work produced by us on your behalf. Caring Helpdesk, LLC cannot and will not be held liable for clerical errors. We have quality check processes in place, but mistakes can happen, and it is ultimately your responsibility to check the work being done for you.

11. Late fees of 15% will be applied after a warning for any invoices over 30 days past due. Caring Helpdesk reserves the right to report delinquent accounts to Caring Transitions Franchise Systems.

12. Caring Helpdesk, LLC reserves the right to pause, suspend, or cancel a service, services, or operations or terminate a business relationship with 30-days notice or with the permission of Caring Transitions Franchise Systems, whichever occurs first. Situations include, but are not limited to, major illness or death, or the severe incompatibility of a business relationship.

13. Caring Helpdesk reserves the right to share information with CTFS. That notwithstanding, all employees and contractors of Caring Helpdesk, including the Owner, have signed Confidentiality agreements similar to those signed by Caring Transitions employees and maintain the confidentiality of Caring Transitions-related information.