Partner Code of Conduct

1. Introduction

As a Tappyon partner, you represent our brand and play a crucial role in delivering excellent customer experiences. This Code of Conduct sets clear expectations for professional behavior, service quality, and ethical practices.

By accepting this Code, you commit to:

• Upholding the highest standards of professionalism
• Treating customers with respect and dignity
• Delivering quality services
• Complying with all applicable laws
• Protecting customer privacy and property

2. Core Values

All Tappyon partners must embody these core values:

2.1 Integrity

• Be honest and transparent in all dealings
• Never engage in fraudulent or deceptive practices
• Admit mistakes and take corrective action
• Report unethical behavior by others

2.2 Professionalism

• Conduct yourself in a courteous and respectful manner
• Arrive on time and prepared
• Complete work to the best of your ability
• Communicate clearly and professionally

2.3 Respect

• Treat all customers equally regardless of gender, religion, caste, age, or background
• Respect customer privacy and personal space
• Honor cultural and religious sensitivities
• Value customer feedback, both positive and negative

2.4 Excellence

• Strive for superior service quality
• Continuously improve your skills
• Use appropriate tools and quality materials
• Go the extra mile to exceed expectations

3. Professional Behavior Standards

3.1 Personal Appearance

• Dress Code: Wear clean, appropriate clothing suitable for your service
• Hygiene: Maintain personal cleanliness (shower, deodorant, neat hair)
• Grooming: Keep nails trimmed and facial hair well-groomed
• ID Badge: Wear visible Tappyon partner ID if provided
• Footwear: Wear closed-toe, clean shoes or carry overshoes for indoor work

3.2 Communication

• Language: Use polite, respectful language at all times
• Tone: Speak calmly and professionally, even under stress
• Listening: Listen actively to customer requirements and concerns
• Clarity: Explain services, pricing, and timelines clearly
• Updates: Inform customers of progress and any issues promptly

3.3 Punctuality

• Arrive within the scheduled time window
• Call or message if delayed (minimum 30 minutes notice)
• Never make customers wait without communication
• Respect customer's time as you would your own

4. Service Quality Standards

4.1 Technical Excellence

• Skill Proficiency: Perform services you are qualified for
• Quality Materials: Use appropriate, safe, and quality materials
• Proper Tools: Bring all necessary tools and equipment
• Best Practices: Follow industry standards and safety protocols
• Attention to Detail: Ensure thorough and complete work

4.2 Workspace Management

• Cleanliness: Keep work area clean and organized
• Protection: Use drop cloths, covers, and protective materials
• Safety: Ensure tools and equipment are stored safely
• Cleanup: Clean and restore workspace after service completion
• Waste Disposal: Properly dispose of trash and materials

4.3 Customer Property

• Respect: Treat customer property with utmost care
• Caution: Take precautions to avoid damage
• Permission: Ask before moving or touching personal items
• Reporting: Immediately report any accidental damage
• Liability: Take responsibility for damage you cause

5. Prohibited Conduct

5.1 Harassment and Discrimination

• Sexual harassment or inappropriate advances
• Verbal abuse, threats, or intimidation
• Discrimination based on gender, religion, caste, age, disability
• Bullying or offensive behavior
• Unwanted physical contact

5.2 Theft and Fraud

• Stealing customer property or belongings
• Accepting payments outside the Tappyon app
• Creating fake bookings or manipulating system
• Overcharging or charging for services not rendered
• Using customer credit cards or banking information

5.3 Privacy Violations

• Taking photos or videos without explicit permission
• Sharing customer personal information
• Accessing customer devices (computers, phones, tablets)
• Snooping in private areas or belongings
• Misusing customer data for personal gain

5.4 Substance Abuse

• Working under influence of alcohol
• Using illegal drugs before or during service
• Smoking at customer premises without permission
• Bringing alcohol or drugs to service locations

5.5 Unsafe Practices

• Ignoring safety protocols and precautions
• Using damaged or unsafe equipment
• Endangering customer safety or property
• Working beyond your skill level or qualifications

6. Customer Interaction Guidelines

6.1 Greeting and Introduction

• Greet customer politely upon arrival
• Introduce yourself by name
• Show your Tappyon partner profile in app
• Confirm service details before starting

6.2 During Service

• Ask permission before entering rooms
• Respect "off-limits" areas indicated by customer
• Minimize noise and disruption
• Keep customer informed of progress
• Ask questions if requirements are unclear
• Notify customer of any issues or changes needed

6.3 Service Completion

• Show completed work to customer
• Explain any maintenance or care instructions
• Clean up thoroughly
• Mark service as complete in app
• Thank customer and request feedback

6.4 Handling Complaints

• Listen: Hear customer concerns without interrupting
• Empathize: Acknowledge their feelings
• Apologize: Say sorry for any inconvenience
• Resolve: Offer solutions or corrective action
• Escalate: Contact Tappyon support if needed
• Never: Argue, become defensive, or raise your voice

7. Safety and Hygiene Requirements

7.1 Personal Safety

• Wear appropriate safety gear (gloves, masks, goggles)
• Follow safety protocols for your service type
• Use tools and equipment properly
• Report unsafe conditions to customer and Tappyon

7.2 Customer Safety

• Ensure customer and family are at safe distance during work
• Warn about hazards (wet floors, fumes, sharp objects)
• Keep children and pets away from work area
• Lock away chemicals and dangerous tools
• Test installations for safety before leaving

7.3 Health and Hygiene

• Wash hands before and after service
• Wear masks in food preparation areas or upon request
• Do not work if you have contagious illness
• Follow COVID-19 or health guidelines as applicable
• Use hand sanitizer frequently

8. Payment Ethics

• App Payments Only: All payments MUST go through Tappyon app
• No Cash Collection: Do not accept cash unless app authorizes
• No Direct Bank Transfers: Never share personal bank details with customers
• No Additional Charges: Cannot charge extra beyond booking amount
• Price Changes: Must be approved through app before charging
• No Tips Solicitation: Never ask for tips (accepting offered tips is okay)

9. Platform Usage Rules

9.1 App Compliance

• Accept or decline bookings promptly (within 5 minutes)
• Update availability status regularly
• Mark arrival and completion accurately
• Upload service photos when required
• Respond to customer messages within app

9.2 Off-Platform Solicitation

• Don't ask customers to book services directly with you
• Don't share personal contact information for future bookings
• Don't advertise other businesses or services
• Don't use Tappyon customers for your private business

Penalty: Immediate account termination and legal action

9.3 Ratings and Reviews

• Accept ratings gracefully, both positive and negative
• Do NOT offer bribes for good reviews
• Do NOT threaten customers for negative reviews
• Do NOT create fake accounts to boost ratings
• Respond professionally to feedback when appropriate

10. Data Privacy

• Use customer data only for service delivery
• Do NOT store customer contact information
• Do NOT share customer details with third parties
• Do NOT access customer Wi-Fi or devices without permission
• Delete customer information after service completion
• Report data breaches immediately

11. Conflict of Interest

• Do not refer customers to your other businesses
• Do not use Tappyon leads for personal gain
• Disclose any conflicts of interest
• Do not work for direct competitors simultaneously

12. Continuous Improvement

12.1 Skill Development

• Participate in training programs offered by Tappyon
• Stay updated on industry best practices
• Obtain relevant certifications
• Learn from customer feedback

12.2 Performance Monitoring

• Maintain minimum 4.0 star rating
• Keep cancellation rate below 10%
• Respond to bookings within 5 minutes
• Complete at least 80% of accepted bookings
• Maintain low complaint rate

13. Consequences of Violations

Violations of this Code of Conduct will result in:

13.1 Minor Violations

• First Offense: Written warning and counseling
• Second Offense: 7-day account suspension
• Third Offense: 30-day suspension or termination

13.2 Serious Violations

• Harassment, theft, fraud: Immediate termination + legal action
• Safety violations: Immediate suspension pending investigation
• Repeat offenses: Permanent ban from platform
• Criminal activity: Police report and prosecution

13.3 Appeals Process

• Partners can appeal decisions within 7 days
• Submit appeal to info@tappyon.com with evidence
• Review by senior management within 15 days
• Final decision is binding

14. Reporting Violations

If you witness code violations by other partners:

• Report to Tappyon immediately
• Email: conduct@tappyon.com
• Phone: +91 93360 69303
• Anonymous reporting available
• Whistleblower protection assured

15. Partner Rights

While following this Code, partners also have rights:

• Respect: Right to respectful treatment by customers
• Safety: Right to work in safe environments
• Fair Pay: Right to timely payment for completed work
• Privacy: Right to privacy of personal information
• Support: Right to support from Tappyon team
• Appeal: Right to fair hearing for violations

16. Contact Partner Support