AGING IN THE COMFORT OF HOME®

Certified Installer Network™ Program Charter

Control framework for centralized AITCOH™ brand management and certified local field execution.

1. Purpose

This Program Charter defines the operating framework for the AITCOH Certified Installer Network™, a centralized customer-experience and quality-control system supported by vetted independent local installation contractors.

2. Program Objectives

• Expand AITCOH™ service capacity without opening staffed offices in every market.
• Deliver a consistent Aging In The Comfort Of Home® customer experience across markets.
• Create a repeatable process for installer vetting, certification, job assignment, documentation, QA, and warranty response.
• Preserve independent contractor status through clear vendor qualification standards and project-specific work orders.
• Separate installer fulfillment from any dealership, franchise, or local-market ownership model.

3. Program Scope

4. Governance Model

5. Installer Certification Definition

AITCOH™ certification is a program-process approval. It is not a general trade license, employment credential, franchise right, dealership right, or warranty of workmanship outside AITCOH™-assigned projects.

6. Installer Tier Framework

7. Required Control Documents

8. Market Activation Requirements

9. Performance Management

10. Risk Controls

• Do not guarantee work volume, job frequency, territory, or exclusivity to installer partners.
• Do not issue AITCOH™ business cards, employee email addresses, or employee-style titles to installers.
• Do not allow installers to advertise, sell, or represent themselves as AITCOH™ without written authorization.
• Do not manage installer employees, helpers, payroll, daily work hours, or internal business operations.
• Use project-specific work orders rather than open-ended control of day-to-day field activity.
• Require written change-order approval before any extra work or price change.
• Separate installer-network documents from any dealer, market partner, or franchise-style opportunity documents.

11. Implementation Checklist

Signature / Acknowledgment

AGING IN THE COMFORT OF HOME®

Certified Installer Partner Agreement

Working agreement template for independent contractors approved for AITCOH™-assigned project work.

1. Parties

This Certified Installer Partner Agreement (the “Agreement”) is entered into by and between Aging In The Comfort Of Home® / AITCOH™ (“AITCOH™”) and the undersigned independent contractor or business entity (“Installer Partner”).

2. Purpose of Agreement

The purpose of this Agreement is to establish the requirements under which Installer Partner may be approved for consideration to perform project-specific work assigned by AITCOH™. Approval under this Agreement does not guarantee project volume, employment, exclusive territory, dealership status, franchise rights, or authority to independently sell AITCOH™ products or services.

3. Independent Contractor Status

• Installer Partner controls its own business operations, tools, equipment, staffing, supervision, methods, sequencing, and daily schedule.
• AITCOH™ may define project-specific scope, customer-facing standards, documentation requirements, safety expectations, brand conduct, quality evidence, and closeout requirements for AITCOH™-assigned jobs.
• Installer Partner is responsible for all taxes, payroll, insurance, licenses, permits, employment obligations, and compliance obligations related to its business and workers.
• Installer Partner may perform services for other customers, contractors, brands, or companies, subject to confidentiality, customer non-solicitation, and conflict-of-interest obligations in this Agreement.

4. Certification and Eligibility

AITCOH™ may classify Installer Partner by approved service category, tier, geography, licensing, insurance status, work quality, communication, customer feedback, and documentation compliance.

5. Project Assignment by Work Order

Each project shall be governed by a separate written Project Work Order or subcontract addendum. The Work Order may include scope, location, customer details, payment terms, schedule targets, materials, required photos, completion checklist, warranty expectations, and special conditions.

• AITCOH™ may offer a Work Order to Installer Partner, and Installer Partner may accept or decline subject to availability and capability.
• No work is authorized until a Work Order or written authorization has been issued by AITCOH™.
• A Work Order controls the specific project; this Agreement controls general network obligations.

6. Licensing, Permits, Insurance, and Compliance

• Installer Partner must maintain all licenses, registrations, certifications, permits, and qualifications required for the work performed in the applicable market.
• Installer Partner must maintain required insurance coverage and provide certificates or proof upon request.
• Installer Partner must comply with all applicable federal, state, county, city, trade, building, safety, lead-safe, accessibility, consumer protection, and lien-related requirements.
• Installer Partner must immediately notify AITCOH™ of any expired, suspended, cancelled, denied, restricted, or materially changed license, certification, permit, insurance coverage, or legal authority to perform work.

7. Brand Use and Prohibited Representations

• Installer Partner may not market, advertise, sell, solicit, bid, contract, or represent itself as AITCOH™ unless specifically authorized in writing by AITCOH™.
• Installer Partner may not use AITCOH™ trademarks, logos, trade names, website domains, email addresses, social media handles, branded documents, or customer materials except as expressly authorized for assigned project work.
• Installer Partner may identify itself to customers only as an independent contractor/installer partner assigned to perform specific project work for AITCOH™.
• Installer Partner may not create local AITCOH™ pages, advertisements, business listings, business cards, uniforms, badges, or signage without written approval.

8. Customer Communication and Conduct

Installer Partner shall communicate with customers professionally, respectfully, and consistently with the Customer Communication Standards and Brand Use and Conduct Policy.

9. Scope Compliance and Change Orders

Installer Partner shall not perform extra work, change materials, materially change design, increase price, reduce scope, or promise schedule changes without written approval through AITCOH™’s change-order process.

10. Photos, Records, and Closeout

• Installer Partner must submit required before, during, and after photos according to the QA / Photo Documentation Policy.
• Installer Partner must complete all required checklists, customer acknowledgments, punch-list notes, and closeout documents before final payout where applicable.
• AITCOH™ may withhold project closeout or final approval until required documentation is complete.

11. Payment Terms

Payment terms shall be defined in each Project Work Order. Unless otherwise stated in the Work Order, payment is contingent upon completion of assigned scope, required documentation, customer-facing closeout steps, punch-list status, and receipt of required invoice and lien waiver documents.

12. Warranty and Correction Work

Installer Partner must support warranty and correction work arising from its assigned project scope according to the Warranty Correction Policy and applicable Work Order.

• Warranty obligations do not cover customer misuse, unrelated systems, customer-supplied materials, pre-existing defects, or work outside Installer Partner’s scope unless stated otherwise.
• Installer Partner must provide reasonable access to records, photos, and notes needed to evaluate a warranty claim.
• Repeated failure to correct verified issues may result in probation, suspension, removal, or other remedies available under the Agreement and Work Order.

13. Confidentiality and Data Handling

• Installer Partner shall keep confidential all AITCOH™ customer information, pricing, proposal templates, internal processes, software access, leads, vendor information, marketing materials, and operating systems.
• Installer Partner shall use customer data only for the assigned project and shall not copy, sell, reuse, or disclose it except as required to perform the assigned work.
• Customer photos, videos, names, addresses, medical-adjacent context, caregiver details, and home-access details must be handled as sensitive project information.

14. Non-Solicitation of AITCOH™ Customers

During the term of this Agreement and for [insert period] after the final assigned project, Installer Partner shall not knowingly solicit, divert, or perform side work for an AITCOH™ customer introduced through AITCOH™ except through AITCOH™ or with AITCOH™’s written approval. This section should be reviewed by counsel for enforceability by state.

15. Indemnification

Installer Partner shall indemnify, defend, and hold harmless AITCOH™ from claims, losses, damages, fines, liens, injuries, defects, code violations, licensing violations, employment claims, tax claims, or third-party claims arising from Installer Partner’s work, workers, subcontractors, negligence, willful misconduct, or failure to comply with applicable law or this Agreement. Final language must be reviewed by counsel.

16. Term, Suspension, and Termination

• AITCOH™ may suspend assignment eligibility during investigation of safety issues, customer complaints, licensing/insurance concerns, documentation failures, warranty failures, or brand misuse.
• Either party may terminate this Agreement upon written notice, subject to completion or transition of active Work Orders unless immediate termination is warranted.
• AITCOH™ may terminate immediately for fraud, unsafe work, brand misuse, customer solicitation, insurance lapse, licensing issue, confidentiality breach, or material violation.

17. Dispute Resolution and Governing Law

[Insert governing law, venue, mediation/arbitration, attorney fees, and claim notice language after counsel review. Consider market-specific enforceability.]

18. Attachments Incorporated

• Exhibit A: Insurance and Licensing Requirements
• Exhibit B: Brand Use and Conduct Policy
• Exhibit C: Customer Communication Standards
• Exhibit D: Change-Order Policy
• Exhibit E: Warranty Correction Policy
• Exhibit F: QA / Photo Documentation Policy
• Exhibit G: Project Work Order Template

Signature / Acknowledgment

AGING IN THE COMFORT OF HOME®

Project Work Order Template

Project-specific assignment template for AITCOH™-assigned installer partner work.

1. Work Order Overview

This Project Work Order authorizes Installer Partner to perform the project-specific scope identified below. No field work, change order, customer commitment, substitution, or added price is authorized unless documented in this Work Order or approved in writing by AITCOH™.

2. Customer and Property Notes

3. Approved Scope of Work

4. Exclusions and Customer-Supplied Items

5. Field Verification Requirements

6. Schedule Target

7. Materials, Products, and Procurement

8. Permits, Licensing, Code, and Safety

9. Required Photo Documentation

10. Change-Order Control

• No extra work is authorized without written change-order approval from AITCOH™.
• Customer verbal approval in the field is not sufficient.
• Installer Partner must document hidden conditions with photos and written notes before pricing or performing additional work.
• Emergency safety stabilization may be performed only to prevent immediate harm or property damage, then must be reported promptly.

11. Completion Checklist

12. Installer Compensation

13. Work Order Acceptance

Signature / Acknowledgment

AGING IN THE COMFORT OF HOME®

Insurance and Licensing Requirements

Vendor qualification requirements for AITCOH™ Certified Installer Partners by market and service type.

1. Purpose

This policy defines minimum insurance, licensing, registration, certification, and documentation requirements for AITCOH™ Certified Installer Partners. Requirements may vary by state, city, county, trade type, service category, customer program, referral source, and project scope.

2. Minimum Insurance Requirements

3. Insurance Documentation

4. Licensing and Registration Requirements

5. EPA RRP / Lead-Safe Requirements

For homes built before 1978, projects that disturb painted surfaces may trigger EPA Renovation, Repair and Painting (RRP) requirements and/or state-authorized lead-safe requirements. AITCOH™ must screen project scope and property age before assigning work that may disturb paint.

6. Service-Type Qualification Matrix

7. Market Licensing Matrix Template

8. Eligibility Suspension Triggers

• Expired, cancelled, suspended, denied, or materially changed insurance coverage.
• Expired, suspended, denied, restricted, or missing license/certification required for assigned work.
• Refusal or failure to provide current documentation upon request.
• Confirmed unlicensed work where licensing was required.
• Failure to comply with lead-safe, permit, inspection, or code requirements.
• Material misrepresentation in application, insurance, licensing, or work history.

9. Annual Review Checklist

Signature / Acknowledgment

AGING IN THE COMFORT OF HOME®

Installer Vetting Checklist

Standardized review process for approving, tiering, probationing, or removing installer partners.

1. Purpose

This checklist standardizes how AITCOH™ reviews and approves independent contractors for the AITCOH™ Certified Installer Partner™ network. Approval should be based on documented qualifications, market need, licensing/insurance status, work quality, communication standards, and risk profile.

2. Applicant Profile

3. Stage 1: Application Completeness

4. Stage 2: Business and Insurance Review

5. Stage 3: Licensing and Compliance Review

6. Stage 4: Capability Review

7. Stage 5: Work Sample Review

8. Stage 6: Communication and Customer-Fit Review

9. Risk Flags

10. Approval Decision

11. Probation Conditions

12. Reviewer Signoff

Signature / Acknowledgment

AGING IN THE COMFORT OF HOME®

Brand Use and Conduct Policy

Rules for limited brand-facing conduct, trademark protection, customer trust, and project professionalism.

1. Purpose

This policy protects AITCOH™’s customer experience, trademarks, reputation, and market identity while allowing approved Installer Partners to perform assigned project work in a clear, professional, and customer-safe manner.

2. Approved Relationship Language

3. Limited Brand Use

• Installer Partner may use AITCOH™ project documents only for assigned AITCOH™ jobs.
• Installer Partner may not reproduce, modify, republish, or create derivative AITCOH™ materials without written approval.
• Installer Partner may not register domain names, social media accounts, business listings, advertisements, or local pages using AITCOH™ or similar names.
• Installer Partner may not use the AITCOH™ logo on vehicles, uniforms, signage, invoices, estimates, business cards, websites, or social media without written approval.

4. Identification on Jobsite

5. Customer Conduct Standards

• Treat every customer, family member, veteran, caregiver, referral partner, and occupant with patience, respect, and professionalism.
• Arrive in a clean, safe, and appropriate condition for in-home service.
• Keep language professional and avoid profanity, political argument, personal conflict, or unnecessary commentary inside the customer’s home.
• Do not smoke, vape, consume alcohol, use drugs, or appear impaired on or near the jobsite.
• Do not enter areas of the home outside the approved work area unless necessary and permitted by the customer.
• Protect floors, walls, fixtures, and customer belongings where reasonably required by the project.
• Leave the work area clean, safe, and customer-ready at the end of each workday where practical.

6. Prohibited Conduct

7. Social Media, Reviews, and Photos

• Installer Partner may not post project photos, customer names, addresses, stories, reviews, testimonials, or videos from AITCOH™ jobs without written approval.
• AITCOH™ controls review-request timing and review destination for AITCOH™ customers.
• Installer Partner may not ask AITCOH™ customers to review the installer’s separate business unless approved by AITCOH™.
• Before/after content may be used by AITCOH™ when customer consent and privacy standards are satisfied.

8. Customer Trust and Sensitive Situations

9. Breach Response

• Minor first-time issue: coaching, written warning, and scorecard note.
• Repeated documentation or communication issue: probation or temporary assignment hold.
• Serious customer, safety, fraud, brand misuse, solicitation, or confidentiality issue: immediate suspension or removal.
• AITCOH™ reserves the right to protect customers, brand, and active projects while investigating reported conduct concerns.

Signature / Acknowledgment

AGING IN THE COMFORT OF HOME®

Customer Communication Standards

Customer-facing messaging rules and scripts for AITCOH™-assigned installer project work.

1. Purpose

This policy defines how AITCOH™ and Installer Partners communicate with customers during AITCOH™-assigned projects. The goal is to create a consistent, calm, senior-friendly customer experience while maintaining proper independent contractor boundaries.

2. Communication Ownership

3. Communication Principles

• Be clear, calm, respectful, and plainspoken.
• Avoid technical overload unless the customer asks for detail.
• Do not pressure seniors, caregivers, veterans, or family members.
• Never promise pricing, financing, discount, warranty coverage, or completion timing beyond approved information.
• Document anything that changes scope, cost, safety, schedule, or customer expectations.
• Escalate problems early; do not let small uncertainty become a customer trust problem.

4. Installer Introduction Script

5. Arrival and Delay Communication

6. Field Condition Script

7. Customer Requests Extra Work

8. Escalation Triggers

9. Prohibited Statements

10. Written Update Templates

11. Customer Closeout Script

Signature / Acknowledgment

AGING IN THE COMFORT OF HOME®

Change-Order Policy

Control process for scope changes, customer requests, hidden conditions, substitutions, and price changes.

1. Purpose

This policy prevents unauthorized field work, pricing disputes, customer confusion, warranty problems, and inconsistent project outcomes. All changes to an approved AITCOH™ project must be documented and approved in writing before work proceeds, except for emergency stabilization necessary to prevent immediate harm or property damage.

2. What Counts as a Change Order

3. Change-Order Workflow

• Identify the potential change, hidden condition, customer request, or scope conflict.
• Pause the affected work area if continuing could create cost, safety, quality, code, or warranty risk.
• Document the condition with photos, notes, measurements, and customer request details.
• Submit the change-order request to AITCOH™ through the approved system.
• AITCOH™ reviews scope, pricing, customer impact, schedule, warranty, and compliance implications.
• AITCOH™ communicates approved change order to customer and obtains written customer approval where required.
• AITCOH™ issues written approval to Installer Partner before added or changed work begins.
• Installer Partner completes the approved change and uploads required documentation.

4. Installer Authority

5. Emergency Stabilization Exception

If an immediate condition creates a safety risk or risk of active property damage, Installer Partner may take reasonable limited action to stabilize the condition. This exception does not authorize full repair, added scope, final pricing, or expanded project commitments without AITCOH™ approval.

6. Change-Order Request Form

7. Customer-Facing Language

8. Violation Consequences

• Unauthorized change work may be excluded from payment.
• Installer may be responsible for correction costs, customer credits, or rework caused by unauthorized changes, subject to counsel-reviewed agreement terms.
• Repeated violations may result in probation, assignment hold, or network removal.
• Side deals, cash agreements, or customer solicitation may result in immediate removal.

Signature / Acknowledgment

AGING IN THE COMFORT OF HOME®

Warranty Correction Policy

Customer-facing warranty coordination and installer correction process for AITCOH™-assigned project work.

1. Purpose

This policy defines how AITCOH™ receives, reviews, coordinates, documents, and closes warranty or correction requests related to AITCOH™-assigned projects. AITCOH™ should remain the customer-facing coordination point while Installer Partners support verified correction work within their assigned scope.

2. Warranty Intake

3. Warranty Priority Levels

4. Review Process

• AITCOH™ receives warranty request and creates a warranty ticket.
• AITCOH™ reviews original scope, Work Order, photos, completion checklist, and customer notes.
• AITCOH™ requests additional customer photos/video if needed.
• AITCOH™ determines whether issue appears urgent, warranty-related, scope-related, customer-caused, or unrelated.
• AITCOH™ contacts original Installer Partner when correction appears tied to assigned work.
• Installer Partner provides response, availability, and field assessment if requested.
• AITCOH™ schedules correction, documents outcome, and confirms customer satisfaction or unresolved status.

5. Installer Correction Obligations

• Installer Partner must reasonably cooperate with AITCOH™ to evaluate claimed defects or incomplete work tied to its assigned scope.
• Installer Partner must provide requested photos, notes, material details, and field observations from the original project.
• Installer Partner must perform correction work when the issue is verified as within its workmanship or assigned scope responsibility, subject to the Work Order and Agreement.
• Installer Partner must not argue with the customer about warranty coverage; coverage determinations are coordinated by AITCOH™.

6. Exclusions and Limits

7. Warranty Ticket Form

8. Customer Communication

9. Scorecard Impact

• Covered callbacks should be tracked by installer, service type, material, market, and root cause.
• Repeated correction issues may reduce installer tier, pause assignments, or trigger probation.
• Fast, professional correction support should improve installer preference status.
• Failure to support verified warranty issues may result in suspension or removal.

Signature / Acknowledgment

AGING IN THE COMFORT OF HOME®

QA / Photo Documentation Policy

Required visual documentation and remote quality review standards for AITCOH™-assigned installer projects.

1. Purpose

This policy defines the required photo, video, checklist, and documentation standards for AITCOH™-assigned projects. The goal is to support remote quality review, customer trust, warranty defense, installer scorecards, and consistent finished results across markets.

2. Documentation Ownership

3. Required Photo Categories

4. Service-Specific Photo Requirements

5. Photo Quality Standards

• Photos must be clear, well-lit, and close enough to show the relevant condition.
• Include wide shots and detail shots; do not submit only close-ups.
• Avoid blurry, dark, obstructed, or duplicate images that do not show the work area.
• Capture hidden work before it is covered.
• Use notes or captions for any image that is not self-explanatory.
• Do not include customer faces, minors, medical documents, personal mail, medication, financial documents, or private items unless unavoidable and approved.

6. File Naming and Upload Rules

7. QA Review Checklist

8. QA Outcomes

9. Privacy and Customer Protection

• Only capture what is needed to document the project.
• Avoid customer faces, personal photos, medical equipment labels, mail, bills, medications, financial records, firearms, safes, security systems, and other sensitive details unless unavoidable.
• Do not post AITCOH™ project photos publicly without written approval and customer consent where required.
• Store all photos in AITCOH™-approved systems, not personal photo libraries when avoidable.

10. Scorecard Impact

Signature / Acknowledgment