COMMUNITY GUIDELINES

We want Hummingbiird to be enjoyable and safe for everyone. Below are the ground rules to ensure both sides of our platform will exhibit satisfaction and good ratings. Please take a moment to read them, as it would be greatly appreciated to the entire Hummingbiird Community.

Respect each other

Treat others how you would like to be treated. Try to be on time because no one likes to wait. If you are providing the service please get there when requested and if you asked for the service, please answer the door or get to the respective place promptly. Remember when using Hummingbiird you will meet people who make look, act, or think different from you. Please respect those differences; we want everyone to feel welcome when they use Hummingbiird

Give some personal space

We all value our personal space and privacy. It’s fine to chat with other people on the job but please don’t comment on someone’s appearance or ask about their relationship status when on the job. Unwanted physical harassment will not be tolerated by the Hummingbiird Community.

Safety first

We want Hummingbiird to be a safe environment so please make sure you follow the local law. If you do not feel safe doing a job you can leave at any time. If you do not feel safe with the person who is doing the job for you, you may ask them to leave and they must do so if asked. If the use of power tools is involved please use proper safety precautions and stay a safe distance away from potential hazards.

Feedback makes us all better

Whether you are a merchant or a provider, please rate your experience at the end. Honest feedback helps ensure that everyone is accountable for their behavior. This accountability creates a respectful, safe environment for both sides. If something happens during the job, make sure to report it by tapping “Help” in the app so that our customer support team can follow up.

The guidelines below help explain some of the specific kinds of behavior that may cause you to lose access to Hummingbiird. 

 

WHY BUYERS CAN LOSE ACCESS TO HUMMINGBIIRD

This policy helps explain the kinds of behavior that may lead buyers to lose access to our platform. Please remember that if you’re in a group, you are responsible for their behavior on the work site

Ensuring a respectful, safe environment for everyone

The way you behave while using Hummingbiird can have a big impact on the safety and comfort of the provider. Courtesy matters. That’s why you are expected to exercise good judgment and behave decently towards other people while on the job — just as you would in any public place.

Here are some reasons why you could lose access to Hummingbiird:

  • Damaging of other people’s property. For example, when cleaning a house, breaking a TV. If you are fixing something in the house and cause other damages in the process. For these instances, you will be responsible for the broken item.
  • Physical contact with others. As our community guidelines make clear, you shouldn’t touch or sexually interact with other people on the job. As a reminder, Hummingbiird has a no toleration for sexual harassment. And you should never hit or otherwise hurt someone. If you do not feel safe, you may leave at any time and cancel the job or ask the respective person to leave.
  • 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 buyer or seller after the service is over. For example, texting, calling, or visiting someone in person after the service has been provided.
  • Breaking the local law while using Hummingbiird. For example, bringing open containers of alcohol or drugs onto one’s property; stealing of any sort or even using Hummingbiird to commit a crime. Asking workers to break local laws or using Hummingbiird to commit a crime.

If we are made aware of this type 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 Hummingbiird. Any behavior involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using Hummingbiird can result in the immediate loss of access to your account. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.

Terms of Use

On our platform 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. For example 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.

Firearms Ban

Hummingbiird prohibits anyone from carrying a firearm while using our application. If you violate Hummingbiird’s firearms prohibition policy, you may lose access to our platform.

Discrimination

Hummingbiird has a zero-tolerance policy towards discrimination of any kind. This means you will lose access to your account if you are found to have come to conflict with anyone based on their race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.

Fraud or Illegitimate Behavior

Fraudulent or illegitimate behavior undermines the trust on which Hummingbiird is built. We may deactivate any account(s) associated with this type of activity, including: abusing promotions; conflict between worker and client; disputing fares for fraudulent or illegitimate reasons; or duplicate accounts. 

 

WHY PROVIDERS CAN LOSE ACCESS TO HUMMINGBIIRD

If you are a 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 Hummingbiird; how (if at all) you can use the app again; and if you can appeal these decisions.

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

Quality

Customers who use Hummingbiird expect their providers to act in a safe manner and to be courteous and professional. The higher the quality of the service, the more customers want to use the platform, which in turn means more opportunities for you to earn money. Poor service has the opposite effect over time. There are several ways we measure quality, with the most important being Star Ratings and Cancellation Rate.

Star Ratings

After every job, both sides are able to rate each other on a scale of one to five stars, as well as give feedback on how the service went. This two-way system holds everyone accountable for their behavior. Accountability helps create a respectful, safe environment for both parties.

How is my rating calculated? Your rating is based on an average of the number of post-service stars clients gave you (from 1 to 5 stars), up to your last 20 rated jobs or the total number of job you’ve done, if less than 500.

The easiest way to keep your average rating high is to provide good service every time. Most people provide excellent service, so most jobs run smoothly. But we know that sometimes a job doesn’t go well—that’s why we only look at your average rating over your most recent 20 jobs (or your total rated job count, if under 20). 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 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 courses 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 these quality improvement courses.

Cancellation Rate

A provider cancellation is when you accept a job request and then cancel it. Cancellations create a poor experience and negatively affect others. We understand that there may be times when something comes up and you have to cancel an accepted job, but minimizing cancellations is critical for the reliability of the system.

How is my cancellation rate calculated? Your cancellation rate is based on the number of jobs canceled out of the total number of jobs you accept. (For example, if you’ve accepted 100 jobs and 4 of them are canceled, your cancellation rate would be 4%.) High-quality providers typically have a cancellation rate lower than 3%.

What leads to you losing access to your account? Each city has a maximum cancellation rate, based on the average cancellation rate of providers in that area. We will alert you multiple times if your cancellation rate is much higher, 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 job requests does not lead to permanent loss of your account.

Consistently accepting job requests helps maximize earnings for providers and keeps the system running smoothly. We know that sometimes things come up that prevent you from accepting every job request, or you may want to take a break. But not accepting jobs causes delays and degrades the reliability of the system.

Safety

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

  • Damaging of other people’s property. For example, when cleaning a house, breaking a TV. If you are fixing something in the house and cause other damages in the process. For these instances, you will be responsible for the broken item.
  • Physical contact with others. As our community guidelines make clear, you shouldn’t touch or sexually interact with other people on the job. As a reminder, Hummingbiird has a no toleration for sexual harassment. And you should never hit or otherwise hurt someone. If you do not feel safe, you may leave at any time and cancel the job or ask the respective person to leave.
  • 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 buyer or seller after the service is over. For example, texting, calling, or visiting someone in person after the service has been provided.
  • Breaking the local law while using Hummingbiird. For example, bringing open containers of alcohol or drugs onto one’s property; stealing of any sort or even using Hummingbiird to commit a crime. Asking workers to break local laws such as speed limits; or using Hummingbiird to commit a crime.

What leads to you losing access to your account? If we are made aware of this type 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 Hummingbiird. Any behavior involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using Hummingbiird can result in the immediate loss of your account. Hummingbiird will also deactivate the account of anyone who receives several or serious complaints of poor, unsafe, or illegal actions while using the app. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.

Zero Tolerance for Drugs and Alcohol

Hummingbiird does not tolerate the use of drugs or alcohol by partners while on a job.

What leads to you losing access to your account? The account of any worker found to be under the influence of drugs or alcohol while using the Hummingbiird app will be permanently deactivated. Hummingbiird may also deactivate the account of anyone who receives several unconfirmed complaints of drug or alcohol use.

Compliance with the Law

We expect everyone using the app to act in compliance with all relevant state, federal and local laws and rules always.

What leads to you losing access to your account? Hummingbiird may permanently deactivate your account for activities such as: engaging in serious illegal activity while using the app; not maintaining a valid rating, or several complaints that indicate unsafe environments, while using the Hummingbiird app.

Firearms Ban

Hummingbiird prohibits both parties from carrying firearms while using our app. If you violate Hummingbiird’s firearms prohibition policy, you may lose access to the platform.

Background Checks

All providers wanting to use the Hummingbiird application are required to undergo a screening process, such as a background checks, to ensure safety and compliance with our criteria.

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

Unacceptable Activities

To maintain the transparency and safety of each job for all users, activities conducted outside of Hummingbiird’s system — like anonymous jobs — are prohibited.

What leads to you losing access to your account? We will take action against a provider for activities such as: giving away personal information on the job; harming the business or brand, like unauthorized use of Hummingbiird ‘s trademark or intellectual property, or otherwise violating the provider agreement with Hummingbiird; and soliciting payment of fares outside the Hummingbiird system.

Fraud

Fraudulent activity undermines the trust on which Hummingbiird is built. That’s why we are constantly on the lookout for fraud by the student community who may be 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: deliberately increasing the time of a job; accepting jobs without the intention to complete, including provoking customers to cancel; creating dummy account for fraudulent purposes; claiming fraudulent fees or charges, like false cleaning fees; and intentionally accepting or completing fraudulent or falsified jobs.

Accurate Personal Information

The Hummingbiird app is designed to give students identifying information about workers and their work, like their name, profile picture, and basic information, before the job begins. Inaccurate or outdated information creates confusion among customers and can diminish their experience with our app.

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

In addition, we will take action to prevent anyone whose required documentation becomes from going online until the person provides Hummingbiird with updated information.

Discrimination

Hummingbiird has a zero-tolerance policy towards discrimination of any kind. This means you will lose access to your account if you are found to have had conflict with anyone based on their race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.

Getting Back on the Hummingbiird 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 app if you provide proof that you’ve successfully taken a quality improvement course. Check with your local Hummingbiird team to find out more.

Hummingbiird Holding Company 2017-2018.

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Hummingbiird Holding Company 2017-2018.