BoomZip COMMUNITY GUIDELINES

Code of Conduct

We want BoomZip to be enjoyable and safe for everyone, everywhere, all the time. These guidelines are designed to ensure that Customers and BoomZip Service Providers have a five star Service Experience when using BoomZip. Please take a moment to read them. Whether you’re a Customer who wants a fantastic updo — or a beauty or wellness professional wanting to earn money as a BoomZip Service Provider — your behavior matters.

Respect each other

Treat your fellow Customers and Service Providers as you would like to be treated: with respect. Be on time for your Service Session because nobody likes to wait. It’s common courtesy not to shout, swear or act in a negative manner. Most important of all, remember that when you use BoomZip you will meet people who may look or think differently from you. Please respect those differences and celebrate the similarities. This is the essence of a vibrant, civil community. We want everyone to feel welcome when they use BoomZip.

Give Customers and Service Providers some personal space

We all value our personal space and privacy. It’s OK to chat with other people during the Service Session. But please don’t comment on someone’s personal or home appearance or ask whether they are single. As a Customer, if you need to make a phone call, please avoid delaying, distracting or disturbing your Service Provider or other Customers. And never touch or flirt with the Service Provider or other Customers. As a reminder, BoomZip has a no sex rule. That means no sexual conduct between Service Providers and Customers, ever.

Children must be supervised

Only adults can have a BoomZip Customer account. If your child is using your account, a parent or guardian must be with them at all times.

Feedback makes our community better

Whether you are a Customer or Service Provider, use your app to rate your experience at the end of the Service Session. Honest feedback helps ensure that everyone is accountable for their behavior. This accountability creates a respectful, safe environment for both Customers and Service Providers.

Regarding tobacco, alcohol or drug use by a BoomZip Service Provider

If you believe your Service Provider may be under the influence of drugs or alcohol, or if your Service Provider uses tobacco during your Service Session, please have the Service Provider END THE SERVICES IMMEDIATELY.

After the Service Provider has ended the Service Session, please report any feedback directly by going to www.BoomZip.com/contact-us.

The guidelines below help explain some of the specific kinds of behavior that may cause you to lose access to BoomZip as a Customer or Service Provider.

WHY CUSTOMERS LOSE ACCESS TO BOOMZIP

This policy helps explain the kinds of behavior that may lead Customers to lose access to BoomZip. Please remember that if you’re getting your Service as part of a group, or you allow other people to take Service Sessions with your account, you are responsible for their behavior.

Ensuring a respectful, safe environment for all Service Providers and Customers

The way you behave while experiencing BoomZip can have a big impact on the safety and comfort of Service Providers, as well as others who may be with you. Courtesy matters. That’s why you are expected to exercise good judgment and behave decently towards your Service Provider and other people when getting your BoomZip Service — just as you would in any public place.

Here are some reasons why you could lose access to BoomZip as a Customer:

Damaging Service Providers’ property.
Physical contact with the Service Provider. As our community guidelines make clear, you shouldn’t touch inappropriately or flirt with other people during your Service Session. As a reminder, BoomZip has a “no sex” rule. That means no sexual conduct with Service Providers (ever) or others in attendance (during your Service Session). And you should never hit or otherwise hurt a Service Provider or other person in attendance.
Use of inappropriate and abusive language or gestures. For example, asking overly personal questions, using verbal threats, and making comments or gestures that are aggressive, sexual, discriminatory, or disrespectful.
Unwanted contact with the Service Provider after the Service Session is over. For example, texting, calling, or visiting someone in person after a Service Session has been completed. Remember, you can communicate with your Service Provider directly from the BoomZip app without ever having to share your personal phone number. This means that your phone number stays anonymous and is never given to the Service Provider.
Breaking the law while using BoomZip. For example, using illegal or illicit drugs or alcohol during a Service Session.

If we are made aware of problematic behavior, we may contact you so we can investigate them. Depending on the nature of the concern, we may put a hold on your account during our investigation. If the issues raised are serious or a repeat offense, or you refuse to cooperate, you may lose access to BoomZip. Any behavior involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using BoomZip can result in the immediate loss of access to your account. Additionally, when law enforcement is involved, we will cooperate fully with their investigation.

Terms of Use

As a Customer, you agree to our Terms of Use when you sign up for your account. We may take action against you for violating these terms, including permanently closing your account. As examples: the failure to maintain accurate, complete, and up-to-date account information, including having an invalid or expired payment method on file; allowing a person who does not meet the minimum age requirement to use your account while unaccompanied, or if you don’t meet that age requirement yourself.

BoomZip Firearms Prohibition Policy

Our goal is to ensure that everyone has a safe and reliable Service Experience. That’s why BoomZip prohibits Customers and Service Providers from carrying firearms during a BoomZip Service Session. [1] If you violate BoomZip’s firearms prohibition policy, you may lose access to BoomZip.

BoomZip Non-Discrimination Policy

BoomZip has a zero tolerance policy towards discrimination of any kind. BoomZip seeks to ensure that safe, reliable, and high-quality beauty and wellness service options are available to everyone. BoomZip and its affiliates therefore prohibit discrimination against Customers or Service Providers based on race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable federal or state law. Such discrimination includes, but is not limited to, refusing to provide or accept services based on any of these characteristics. Any Customer or Service Provider found to have violated this prohibition will lose access to the BoomZip platform.

Fraud or Illegitimate Behavior

Fraudulent or illegitimate behavior undermines the trust on which BoomZip is built. We may deactivate any account(s) associated with this type of activity, including: abusing promotions; collusion between Customer and Service Provider; disputing fees for fraudulent or illegitimate reasons; or duplicate accounts.

Accidents, Citations, and Safety Incidents

If you experience an issue which threatens your personal safety, make sure to take the appropriate steps to protect yourself and get to a safe place. If necessary, call the authorities by dialing 911 and then contact BoomZip at www.BoomZip.com/contact-us. We’re available 24 hours a day, 7 days a week, and will call you as soon as possible after you request the call.

WHY SERVICE PROVIDERS LOSE ACCESS TO BoomZip

If you are a Service Provider, and your account is temporarily blocked or deactivated, it limits your ability to earn income. That’s why we believe it is important to have clear policies that explain the circumstances in which you may be denied access to BoomZip; how (if at all) you can use the app again; and if you can appeal these decisions.

There will always be unforeseen events that may ultimately lead to you losing access to your Service Provider account — and we’ll update this policy regularly — but the following are cause for BoomZip to take action: quality; safety; fraud; and discrimination.

Quality

Customers who use BoomZip expect their Service Providers to provide services with excellence, safety, timeliness, and also to be courteous and professional. The higher the quality of the Service, the more Customers want to book Service Sessions, which in turn means more opportunities for Service Providers to earn money. Poor service has the opposite effect. There are several ways we measure Service Provider quality, with the most important being Star Ratings and Cancellation Rate.

Star Ratings

After every Service Session, Service Providers and Customers are able to rate each other on a scale of one to five stars, as well as give feedback on how the Service Session went. This two-way system holds everyone accountable for their behavior. Accountability helps create a respectful, safe environment for both Service Providers and Customers. Service Providers can see their current rating in the Ratings tab of the BoomZip Service Provider app.

“How is my rating as a Service Provider calculated?” Your rating is based on an average of the number of post-Service Session stars Customers gave you (from 1 to 5 stars), up to your last 100 rated Service Sessions or the total number of rated Service Sessions you’ve taken, if less than 100.

Customers are invited to rate Service Providers in these five areas: On Time, Friendliness, Communication, Quality of Service, and Knowledgeable.

The easiest way to keep your average rating high is to treat every Customer like a VIP and provide excellent service on every Service Session. Service Providers using BoomZip typically provide excellent service, so most Service Sessions run smoothly. But we know that sometimes a Service Session doesn’t go well—that’s why we only look at your average rating over your most recent 100 Service Sessions (or your total rated Service Session count, if under 100). This gives you the chance to improve over time.

What leads to you losing access to your account? There is a minimum average rating in each city. This is because there are geographic and cultural differences in the way people in different cities rate each other. We will alert you over time if your rating is approaching this limit, and you’ll also get information about quality improvement workshops that may help you improve. However, if your average rating still falls below the minimum after multiple notifications, you will lose access to your account. We may allow you to regain access to your account if you can provide proof that you completed one of our quality improvement workshops.

Cancellation Rate

A Service Provider cancellation is when you accept a Service Session request and then cancel the Service Session. Cancellations create a poor Customer experience and negatively affect other Service Providers. We understand that there may be times when something comes up and you have to cancel an accepted Service Session. But minimizing cancellations is critical for the reliability of the BoomZip system.

How is my cancellation rate calculated? Your cancellation rate is based on the number of Service Sessions canceled out of the total number of Service Sessions you accept. (For example, if you’ve accepted 100 Service Sessions and 4 of them are canceled, your cancellation rate would be 4%.) High-quality Service Providers typically have a cancellation rate lower than 2%. Service Providers can request their cancellation rate by sending a message to the BoomZip team.

What leads to you losing access to your account? Each city has a maximum cancellation rate, based on the average cancellation rate of Service Providers in that area. We will alert you multiple times if your cancellation rate is much higher or if you are consistently canceling more often than other Service Providers in your city, after which you may be logged out of the app. If your cancellation rate continues to exceed the maximum limit, you may lose access to your account.

Acceptance Rates

High acceptance rates are a critical part of reliable, high-quality service, but not accepting Service Session requests does not lead to permanent loss of your account.

Consistently accepting Service Session requests helps maximize earnings for Service Providers and keeps the system running smoothly. We know that sometimes things come up that prevent you from accepting every Service Session request, or you may want to take a break. But not accepting dispatches causes delays and degrades the reliability of the BoomZip system. If you don’t want to accept Service Sessions, just log off.

If you consistently decline Service Session requests, we will assume you do not want to accept more Service Sessions and you may be removed from the system.

Safety

Actions that threaten the safety of Service Providers and Customers will be investigated and, if confirmed, lead to permanent deactivation of your account. For example:

Damaging Customers’ property.
Physical contact with Customers. As our community guidelines make clear, you shouldn’t touch inappropriately or flirt with Customers or anyone else during your Service Session. As a reminder, BoomZip has a “no sex” rule. That’s no sexual conduct with Customers (ever) or others (during your Service Session). And you should never hit or otherwise hurt a Customer or other person in attendance.
Use of inappropriate and abusive language or gestures. For example, asking overly personal questions, using verbal threats, and making comments or gestures that are aggressive, sexual, discriminatory, or disrespectful.
Unwanted contact with the Customer after the Service Session is over. For example, texting, calling, or visiting someone in person after a Service Experience has been completed.
Breaking the law while using BoomZip. For example, using illegal or illicit drugs or alcohol during a Service Session.
Safe Services. BoomZip expects Service Providers to use the safest techniques while providing VIP-level Services.
Bringing Friends or Family to Service Sessions. Don’t bring your friends or family along with you when you go to provide Services. BoomZip Customers expect to get awesome, background-checked and vetted Service Providers. Please refrain from having your friends, family or acquaintances join you while providing Services.

What leads to you losing access to your account? If we are made aware of problematic behavior, we may contact you so we can investigate. Depending on the nature of the concern, we may put a hold on your account during our investigation. If the issues raised are serious or a repeat offense, or you refuse to cooperate, you may lose access to BoomZip. Any behavior involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using BoomZip can result in the immediate loss of your account. BoomZip will also deactivate the account of any Service Provider who receives several or serious complaints of poor, unsafe, or distracted behavior while providing Services. Additionally, when law enforcement is involved, we will cooperate fully with their investigation.

Zero Tolerance for Use of Tobacco, Drugs and Alcohol

BoomZip does not tolerate the use of tobacco, drugs or alcohol by BoomZip Service Providers while providing Services.

What leads to you losing access to your account? The account of any Service Provider found to have used tobacco, alcohol or drugs, or to be under the influence of drugs or alcohol while providing Services will be permanently deactivated. BoomZip may also deactivate the account of any Service Provider who receives several unconfirmed complaints of tobacco, drug or alcohol use.

Compliance with the Law

We expect Service Providers using the BoomZip app to act in compliance with all relevant state, federal and local laws. This includes meeting the regulatory requirements for providing Services in your area.

What leads to you losing access to your account? BoomZip may permanently deactivate your account for activities such as: engaging in serious illegal activity while using the BoomZip app; and not maintaining valid licensing and insurance to lawfully provide your Service.

BoomZip Firearms Prohibition Policy

Our goal is to ensure that everyone has a safe and reliable Service Experience. That’s why BoomZip prohibits Customers and Service Providers from carrying firearms during a BoomZip Service Session. [1] If you violate BoomZip’s firearms prohibition policy, you may lose access to BoomZip.

Background Checks

All Service Providers wanting to use the BoomZip app are required to undergo a screening process, like criminal record and background checks, to ensure safety and compliance with our criteria.

What leads to you losing access to your account? We will permanently deactivate a Service Provider’s account if a routine criminal record or background check uncovers a violation of BoomZip’s safety standards or of other criteria required by local regulators.

Unacceptable Activities

To maintain the transparency and safety of each Service Session for all users, activities conducted outside of BoomZip’s system — like anonymous Service Sessions, or selling services or products that are not specifically approved in writing by BoomZip’s president — are prohibited.

What leads to you losing access to your account? We will take action against a Service Provider for activities such as: soliciting BoomZip Customers for your own account (see next paragraph); accepting illegal Service Requests while using the BoomZip app; harming the business or brand, like unauthorized use of BoomZip‘s trademark or intellectual property, or otherwise violating the Service Providers’ agreement with BoomZip; and soliciting payment of fees outside the BoomZip system.

You will not “solicit BoomZip Customers for your own account” means that while Service Providers are free to perform Services for others, Service Providers will not perform Services for persons or entities that were Customers of BoomZip for whom they performed Services, nor will Service Providers directly or indirectly accept a request for services from a person who is or has been a client of BoomZip during the term of the Service Provider’s Agreement with BoomZip or for a period of one (1) year following the termination of the Agreement with BoomZip, nor will Service Providers disclose to other persons or entities the names or contact information of the Customers for whom BoomZip provided the Service Requests.

We encourage Customers to let us know if they or someone they know are asked by a Service Provider to provide their service requests directly to the Service Provider off the BoomZip platform, or if a Service Provider accepts the Customer’s request to provide Services off the BoomZip platform, or if a Service Provider attempts to sell other products or services to the Customer. We consider such behavior by a Service Provider to be a major breach of trust.

Fraud

Fraudulent activity undermines the trust on which BoomZip is built. That’s why we are constantly on the lookout for fraud by Customers and Service Providers who are gaming our systems.

What leads to you losing access to your account? We will deactivate any account or accounts associated with fraudulent activity, which may include: accepting Service Requests without the intention to complete, provoking Customers to cancel; creating dummy Customer or Service Provider accounts for fraudulent purposes; and intentionally accepting or completing fraudulent or falsified Service Sessions.

Accurate Personal Information

The BoomZip app is designed to give Customers identifying information about Service Providers, like their name and profile picture, before the Service Session begins. Inaccurate or outdated information creates confusion among Customers and can diminish their experience with BoomZip.

What leads to you losing access to your account? We will deactivate your account for activities such as: providing BoomZip with inaccurate information; and allowing someone else to use your account.

In addition, we will take action to prevent any Service Provider whose required documentation becomes invalid from going online until the Service Provider provides BoomZip with updated information.

Discrimination

BoomZip’s mission is to connect Customers to excellent beauty and wellness providers, on-demand and at home/on-location. We have a zero tolerance policy towards discrimination of any kind at BoomZip.

We want to help increase the beauty and wellness options for Customers with disabilities. After all, it was the disabilities of our founder’s mother and mother-in-law that sparked the idea for starting BoomZip. We expect Service Providers using the BoomZip app to comply with all relevant state, federal and local laws governing the treatment of Customers with disabilities, including those with service animals.

What leads to you losing access to your account? It is unacceptable to refuse to provide services based on characteristics like a person’s race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under relevant federal, state or local law. Actions like these will result in permanent deactivation of your account.

Service Animal Policy

State and federal law prohibit BoomZip Service Providers using the BoomZip Service Provider App from denying service to Customers with service animals because of the service animals, and from otherwise discriminating against Customers with service animals. BoomZip Service Providers who engage in discriminatory conduct in violation of this legal obligation will lose their ability to use the Service Provider App.

What is a Service Animal?

A service animal is an animal that is trained to work or perform tasks for an individual with a disability.

The law provides that there are only two questions that a BoomZip Service Provider may ask to confirm that a Customer’s animal is a service animal: (1) “Is the animal required because of a disability?” And, (2) “What work or task has the animal been trained to perform?” The BoomZip Service Provider may not request that the Customer present documentation proving that the Customer’s animal is a service animal. There is no requirement that a service animal wear a tag, be registered, or display any kind of proof that it is a service animal.

Legal Obligations of Service Providers

BoomZip Service Providers have a legal obligation to provide service to Customers with service animals.

A BoomZip Service Provider CANNOT lawfully deny service to Customers with service animals because of allergies, religious objections, or a generalized fear of animals.

By virtue of their Independent Contractor Agreement with BoomZip, all BoomZip Service Providers using the Service Provider App have been made aware of their legal obligation to provide Service to Customers with service animals and have agreed to comply with the law. If a BoomZip Service Provider refuses to provide Services to a Customer with a service animal because of the service animal, the BoomZip Service Provider is in violation of the law and is in breach of their agreement with BoomZip.

Consequences for Refusal to Provide Services to a Customer with a Service Animal

If BoomZip determines that a BoomZip Service Provider knowingly refused to provide Services to a Customer with a service animal because of the service animal, the BoomZip Service Provider will be permanently prevented from using the Service Provider App. BoomZip shall make this determination in its sole discretion following a review of the incident.

If BoomZip receives plausible complaints on more than one occasion from Customers that a particular BoomZip Service Provider refused to provide Services to a Customer with a service animal, that BoomZip Service Provider will be permanently prevented from using the Service Provider App, regardless of the justification offered by the BoomZip Service Provider.

How to Report a Service Animal Complaint

If a Customer has an issue related to his or her service animal — including issues regarding Service cancellations or harassment — the Customer can report the issue to BoomZip at www.BoomZip.com/contact-us.

Once a Customer submits a service animal complaint, BoomZip’s support team will investigate the issue and take appropriate action in accordance with BoomZip’s Service Animal Policy. BoomZip’s support team will then make a reasonable and good faith effort to notify the Customer within a week of the outcome of the investigation and the actions taken.

Rights of Customers with Service Animals

Customers cannot be denied service because they use a service animal. A Customer will be refunded any Service Session cancellation charges or other charges imposed because a BoomZip Service Provider denied a Customer service because of a service animal.

Customers will be informed by BoomZip of what action BoomZip takes in response to their complaint about discrimination on the basis of a service animal, including whether BoomZip has terminated its contract with the BoomZip Service Provider involved.

A Customer will be provided an account credit of $25 for each instance in which a BoomZip Service Provider’s contractual relationship with BoomZip is terminated as the result of a report that the BoomZip Service Provider refused to provide Services to the Customer because of a service animal.

Getting Back on the BoomZip Platform After Deactivation

If your account has been deactivated for quality reasons like low star ratings, you may have the opportunity to get back on the BoomZip Platform if you provide proof that you’ve successfully taken a quality improvement workshop offered by BoomZip. Check with your local BoomZip team to find out more. In addition, we are exploring ways to create an appeals process for the most contentious cases. We will update this document as and when we have that process in place.

[1] To the extent permitted by applicable law.
Last updated: January 3, 2019
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