Workmanship Standard & Redo Policy
HR Policies
The big idea in 30 seconds: You are paid in full for a completed site — completed means done to standard, not just visited. A site's payout is not earned when you drive away. It is released after quality verification: your required completion photos pass review and no valid callback arrives within the 48-hour callback window. Until then the payout is pending. If the site fails verification, the same crew goes back and fixes it, and the redo trip pays $0 — you were already paid to do it right the first time. Doing the job to standard while you are on-site is always cheaper than coming back.
This page works together with the [Route Shares Pay System](/route-shares-pay) and the [Employee Credits & Accountability System](/points-accountability). Two principles come first, before any rule below: the business charges itself first when the system was the gap, and self-reporting always beats getting caught.
Quick Reference
- Callback window: 48 hours
- Standard redo deadline: 24h or next route day
- Priority cutoff: 1:00 PM same-day
- Redo pay: $0 lines — time still clocked
The Standard
Every site has a written standard: the site's task list, the service checklist for that service type, and the before/after photo requirements. That is the whole test. If you meet it, your payout releases. If you don't, you come back on your own time.
If the standard for a site is ambiguous or missing, that is the company's failure, not yours — say so before you leave the site and the gap gets fixed at the business's expense, not yours. Once the standard is written and you signed off on it, "I didn't know" is no longer available.
How a Payout Releases
Every site payout moves through states:
Pending — you finished the site and clocked out of it. The money is allocated but not yet earned.
Released — your completion photos passed review AND no valid callback arrived within 48 hours of departure. The payout lines post to your next settlement.
Forfeited — you refused or failed to complete a required redo (see the Refusal Ladder below). The pending payout is never released to you.
Reassigned — a forfeited site was posted as an open redo and another crew completed it. They earn the original site rate.
"Pending" is not a trick. For a crew that does the job right, release is automatic and invisible — photos pass, the window closes, the money posts. The state only matters when the work wasn't done to standard.
- Your before/after photos are evidence in both directions. A verified client complaint triggers a redo — but if your photos show the work met standard, the complaint is ruled bogus, your payout releases, and the complaint goes on the client's friction ledger, not yours.
- No valid photos means no release. Missing or unusable completion photos are a Class C process miss and hold your payout in pending until resolved.
What Triggers a Redo
Three triggers, all evidence-based:
1. Failed photo review. Your completion photos show the work does not meet the written standard.
2. Owner spot-inspection. The owner or a designated inspector visits the site inside the callback window and documents a failure.
3. Verified client complaint. A complaint through the client portal, verified against your photos and the site standard. The portal evidence arbitrates — photos can clear you of a bogus complaint just as easily as they can confirm a real one.
Every redo notification states exactly what failed, with the evidence attached. You are never sent back on a vibe.
Return Timeline
The clock starts when you are notified.
Standard sites: redo completed within 24 hours of notification, or before your crew's next route day — whichever comes sooner.
Commercial / priority-flagged sites: same day if you are notified before 1:00 PM. Notified after 1:00 PM, the redo is due before that client's next business morning.
Missing the timeline is itself a ledger offense (Class B), separate from the underlying workmanship failure. Fix it fast and the record shows one mistake. Sit on it and the record shows two.
Redo Deadlines
| Site type | Notified | Redo due |
|---|---|---|
| Standard | Any time | Within 24 hours, or before your next route day — whichever is sooner |
| Commercial / priority | Before 1:00 PM | Same day |
| Commercial / priority | After 1:00 PM | Before the client's next business morning |
Who Returns, and What It Pays
The original crew returns. The people who left the site out of standard are the people who bring it back to standard.
The redo generates $0 payout lines. The site's payout was allocated once; you were already paid to do it right.
"Unpaid" never means off the clock. Redo time is clocked like any other shift. It counts as hours worked for the minimum-wage true-up and blended-rate overtime under the [Route Shares Pay System](/route-shares-pay). Minnesota law (Minn. Stat. § 181.79) prohibits deducting earned wages for faulty workmanship — nothing already released is ever clawed back. The redo policy works entirely on payouts that were never released, and on your own time spent making it right.
Weather & Access Exceptions
The redo clock pauses — it does not reset — when the return is genuinely impossible:
Weather: conditions that would make the redo unsafe or ineffective (active storm, saturated turf that equipment would damage, snow cover over the defect). The clock pauses until the first workable window and restarts automatically.
Access: locked gate, client-requested delay, dog in the yard, site closed. Document it (photo or portal note) at the moment you're blocked. The clock pauses until access is restored.
An exception must be claimed before the deadline passes, with evidence. Claiming weather after you missed the window doesn't pause anything — it's a missed timeline plus a concealment question.