Safety Policy

1. How We Vet Professionals

Background Checks

A pro can run a federal and state criminal background check through Checkr, and their status is shown on their profile. It is not a condition of working on Home Harbor. A completed check covers:

• National criminal database search
• Sex offender registry check
• County court records
• SSN verification

License Verification

Trade-specific licenses are verified against state databases. Automated alerts are triggered before expiration.

Insurance Coverage

Pros are responsible for their own liability insurance; Home Harbor does not require it as a condition of working, and does not verify coverage for every provider. A pro can also buy per-job cover from Thimble for an individual booking — their purchase, their policy. It is not automatic and Home Harbor does not issue it.

Identity Verification

Government-issued ID is verified during onboarding.

2. During Your Service

• Masked Communication: Your phone number is never shared with the pro (and vice versa). All calls are routed through our Twilio proxy system.
• GPS Check-In: Crew members clock in with GPS verification, confirming they’re at the correct address.
• Message Monitoring: All messages are scanned for safety violations. Threats, harassment, and hate speech are automatically blocked.
• Real-Time Support: Our support team is available during business hours. For emergencies, always call 911 first.

3. Reporting Safety Concerns

• How to Report: Use the “Report” button on any provider profile, booking, or conversation. You can also report through Settings → Help & Support.
• What to Report: Harassment, threats, property damage, unsafe work practices, impersonation, substance abuse on the job, or any behavior that makes you feel unsafe.
• Photo Evidence: Attach photos to your safety report for documentation.
• Anonymous Reporting: Your report is confidential. The reported party is NOT told who filed the report.

4. What Happens After You Report

• Report received and acknowledged within 1 hour.
• Investigation begins within 24 hours.
• The reported party’s account may be temporarily suspended during investigation.
• Both parties are contacted for their account of events.
• Resolution within 3–5 business days for non-urgent matters.
• Urgent safety matters (threats, violence, property damage) are escalated immediately.

5. Our Response Actions

• Warning: For first-time minor violations, the pro receives a formal warning.
• Strike: For serious violations, a strike is issued. Strikes affect the pro’s performance score and visibility.
• Suspension: For severe or repeated violations, the pro’s account is suspended pending review.
• Permanent Ban: For criminal behavior, threats of violence, harassment, fraud, or repeated serious violations.
• Law Enforcement Referral: For criminal activity, we cooperate with law enforcement.

6. Pro Safety Standards

Professionals are expected to:

• Arrive on time and in identifiable attire.
• Treat all homeowners with respect and professionalism.
• Follow applicable safety codes and regulations.
• Properly dispose of waste and clean up work areas.
• Never enter areas of the home not related to the job.
• Never photograph the interior of a home without permission.
• Never consume alcohol or controlled substances on the job.

Violations result in strikes and potential removal from Home Harbor.

7. Homeowner Responsibilities

• Provide accurate job descriptions and property access.
• Treat professionals with respect.
• Ensure a safe working environment (clear hazards, secure pets).
• Report issues promptly rather than leaving negative reviews without giving the pro a chance to correct.
• Do not request work outside the scope of the booking without adjusting terms.
• Do not offer to pay “off Home Harbor” to avoid fees (this removes all protections).

8. Harbor Helper Safety

• Helpers work within approved categories only (no complex or dangerous tasks) — a Helper cannot be booked in a category they are not active in.
• Safety training modules are available to Helpers, and completion is tracked. Completing them is not currently a condition of taking work.
• Every Helper starts on a 10-job probation in each category, and performance is monitored more closely for its duration.
• Where a Helper works under a pro or organization, homeowner feedback is shared with that supervisor.

9. Emergency Procedures

• Medical Emergency: Call 911. Then report through Home Harbor.
• Property Damage: Document with photos. Report immediately. Do not attempt repairs.
• Threatening Behavior: Leave the area if safe. Call 911. Report through Home Harbor.
• After Hours: Emergency reports are monitored. Non-urgent matters will be addressed next business day.

10. Insurance & Coverage

• Home Harbor is not an insurer and does not provide, procure, or underwrite coverage for your booking.
• A pro or Harbor Helper may buy per-job liability cover from Thimble for a booking. That is their own purchase and their own policy — it is not automatic.
• Where a provider has given us a certificate, their coverage status is shown on their profile. Where they have not, assume no coverage.
• Report damage in-app from the booking as soon as you notice it. Documentation (photos, receipts, assessments) is required, and a late report may be rejected.
• Home Harbor reviews the report and records a decision — approved, denied, or payout processed — and notifies you. Where the provider holds cover, any insurance claim against their policy is between them and their insurer; Home Harbor is not the insurer and does not file with a carrier on your behalf.
• Nothing here applies to work arranged or performed off Home Harbor.

11. Continuous Improvement

• We regularly update our safety protocols.
• License and insurance expiry dates are tracked, and a pro is alerted before they lapse.
• Safety data is analyzed to identify patterns and prevent issues.
• Feedback from homeowners and pros directly influences our safety policies.