FREQUENTLY ASKED QUESTIONS

On Safety

How is Paintzen addressing safety during my project?

We have implemented a COVID-19 Screening Protocol that painters on our projects must agree to and work in accordance with during all Paintzen projects in the current environment. We continue to follow guidance from the WHO, CDC, and OSHA in terms of recommended best practices for our painters in order to keep our customers safe.

What is the safety protocol you’ll be following?

Our team has added a COVID-19 screening protocol to our standard practices over the coming months to mitigate any risk for our painters, clients, and neighbors:

1. Upon booking a project, Paintzen will require customers to alert us if anyone at the location is sick, showing symptoms, or has either tested positive, is being tested, is “result pending” or on quarantine.
2. When assigning crew to a job, Paintzen will validate that no one on the assigned crew is sick, showing symptoms, or has either tested positive, is being tested, is “result pending” or on quarantine.
3. Upon arrival at the job site, Paintzen will require our crew to verify that no on-site is sick, showing symptoms, or has either tested positive, is being tested, is “result pending” or on quarantine.
4. Paintzen crews will be required to follow industry practices to ensure proper measures are being taken to keep worksites clean and safe.
5. Paintzen will validate that all crews assigned to projects understand and follow social distancing. Our teams will also adhere to any health and safety requirements at clients’ locations before, during and after projects.

How will you ensure that painting crews understand the protocol?

We have updated our work orders to include our COVID-19 safety screening protocol and best practices. In order to accept a job, our paint crews must sign off on and accept the policies on the work order.

How will you ensure that painting crews on site are following guidelines?

The safety of our customers and our painters has always been our most important value. For this reason, we already required our paint crews to do a morning check-in with a Paintzen project coordinator upon arrival to the job site. In the current environment, we are requiring that during this call, paint crews confirm that the site is safe, that no one is showing symptoms or sick, and that they understand and will follow social distancing over the course of the day.

Will Paintzen be following CDC guidelines?

We will continue to follow the guidance from the public health experts at WHO, CDC and OSHA (in the US) on the best ways to protect our workers from COVID-19.

Will painters be required to wear masks or gloves?

Paintzen will use PPE when necessary to comply with occupational health regulations, governmental directives and Paintzen guidelines. All PPE usage for prevention of COVID-19 must be reviewed and approved by EHS to ensure it is used in a manner consistent with our workplace health and safety requirements.

In occupied spaces, we will require painters to wear face coverings as recommended by CDC guidance that cover the mouth and nose. We are requiring painters to continue practicing social distancing, even with a mouth and nose covering.

• In situations where we are sending a single painter on-site to an unoccupied space, we will NOT require a face covering.
• In un-occupied spaces, we recommend that our painters continue to follow CDC guidance on face coverings to minimize the risk of infecting other painters on-site or infecting surfaces.

What happens if a painter shows up and I don’t feel comfortable? (i.e. painter is coughing or appears ill)

If for any reason you do not feel comfortable, we are more than happy to reschedule your project for no fee. Contact your Project Coordinator before the job begins and we can reschedule you with a different crew for as early as the following day.

What happens if a painter arrives and does not feel comfortable? (i.e. someone on-site appears ill)

If a painter does not feel comfortable, we reserve the right to postpone your project. We understand this is extremely inconvenient, but it is our top priority to protect the health and safety of both our customers and our painters. If you have documented proof that you have recently been tested and have had negative results, we may still postpone your project so that we can assign a new painter, but we will take 5% off your project for the inconvenience.

On Product Delivery

What are the safety procedures taken in Sherwin-Williams stores?

Sherwin-Williams has taken significant steps to ensure a sanitized and safe experience within its paint stores. Some of their procedures include:

• Staying home when sick
• Public areas (countertops, doorknobs, coffee areas, etc.) are cleaned regularly throughout the day
• Sanitizer available at the store entrance, and everyone who enters asked to use it
• Curbside pickup limits face-to-face contact between individuals on a daily basis, therefore minimizing the risk of exposure
• Safe social distancing practices

Will there be any impact on paint delivery and pick-up?

Due to the ongoing COVID-19 crisis, there may be delays in order delivery or pickup. Many stores are operating with reduced staff and are practicing social distancing, which may in turn delay the tinting, mixing, and delivery of product. Because of this, we may ask that you confirm your paint selection 72 hours before a Paintzen project so that we allow the stores for more time to process your selection.

Where do you find your painters?

Paintzen sources their painters from all over the country. The painters that work on your job will be local to your area. We champion local painters because they know the specifics of the industry in your area and allow quick turnarounds.

What qualifications do your painters have?

When Paintzen onboards paint contractors, we make sure they have at least five years of residential painting experience, are background-checked, have necessary licenses and insurance, and have quality customer reviews.

How do you review your painters?

We perform background checks on paint contractors using a third-party service and our internal compliance team reviews all of their paperwork all contractors are review by the client and the Project Coordinator on every project to guarantee we’re only keeping the highest quality painters on the platform. All project coordinators are obtaining before and after photos of the project from the painter to confirm the quality of the work. In the rare case something is not to your liking, we will come back from of charge to make sure you’re completely satisfied with the work.

Why should I trust your painters?

After a paint contractor is on-boarded they are educated on the execution of a Paintzen project, including pay rates, paint delivery, project start time, suggested dress codes, etc. Our centralized handling of estimating and paint ordering and purchasing yields consistency and trust. And our Project Coordination and Operations teams review our painters to ensure they meet standards that align with PCA (Painting Contractors Association).

Are you just a middleman for the painters?

We are much more than a middleman for the painters. We offer them steady and consistent work, full customer and logistics support, streamlined payment methods, and the peace of mind that they just have to focus on painting and nothing else.

Why shouldn’t I go to the painter directly?

With the support of a nationally recognized brand, your project will go more smoothly, there will be checks in place that you and the painter are being treated fairly, and we make sure you are getting the best painter for your project.

How do painters stay on your platform?

We periodically check our crew’s documentation given them several notifications prior to the expiration date. If these documents expire, they can no longer do any jobs for us.

Your final price includes the cost for labor, tax where applicable, tip and the paint (if we are supplying it).

Nope! We will come with all necessary supplies, including ladders. If you purchase paint through us, we’ll bring that with us, too.

We have a color gallery on our website with all colors available for your choosing. Feel free to visit your local paint store for a closer look or give us a call and we can provide a free over-the-phone color consultation!

Your final price includes the cost for labor, tax where applicable and the paint (if we are supplying it).

Nope! We will come with all necessary supplies, including ladders. If you purchase paint through us, we’ll bring that with us, too. However, if you are supplying paint, please make sure all product is onsite when the project including any primer needed (if your project is scope for priming). If the paint is not there when the painters arrive, we may have to reschedule or postpone your project, which can incur additional fees.

We have a color gallery on our website with all colors available for your choosing. Take a look online or contact us to have free swatches mailed to you. We can provide a free over-the-phone color consultation as well!

Yes, all paint crews have general liability insurance, and Paintzen provides Workers Compensation for all painters.

Each city’s general manager is responsible for adding new paint crews to our platform. Each crew is subcontracted and undergoes a full background check before being onboarded.

Each city’s general manager assigns crews to jobs based on their availability and area of expertise.

We have a 100% Satisfaction Guarantee. If for any reason you don’t love your paint job, we will come back and fix it for you free of charge until you are happy.

Your final price includes the cost for labor, tax where applicable and the paint (if we are supplying it).

We’ve used industry standards to determine how long it takes to paint a standard-sized room, and applied a dollar amount per hour. You will no longer need to worry about getting overcharged or scammed – pay for exactly what you are having done.

Nope! We will come with all necessary supplies, including ladders. If you purchase paint through us, we’ll bring that with us, too. However, if you are supplying paint, please make sure all product is onsite when the project including any primer needed (if your project is scope for priming). If the paint is not there when the painters arrive, we may have to reschedule or postpone your project, which can incur additional fees.

We operate Monday through Friday. We have crews available while we’re open, so book according to your schedule.

You can cancel your paint job anytime up 3 days before your job with zero fees. If there is a last-minute cancellation on the morning of your scheduled job, you will lose your deposit.

One week and we need your paint colors and insurance information at that time as well.

We have a color gallery on our website with all colors available for your choosing. Take a look online or contact us to have free swatches mailed to you. We can provide a free over-the-phone color consultation as well!

Paint finish refers to the amount of sheen in a paint. You can choose from a flat, eggshell,  or semi-gloss.

We paint until there is full coverage. Whether that is one coat or three, we will keep painting until the wall is fully covered with paint.

While we always include basic prep work like filling nail holes, larger wall repairs are an option. We classify repairs into three different tiers, here are their descriptions: “Great” condition is defined as when the room is like new, and needs no repairs prior to painting.

“Good” condition is defined as when one or more surfaces to be painted will need additional preparation to be paint ready and when preparation requirements do not exceed the following:

1. Patching in any number of nail holes (i.e. from hanging picture frames),
2. repairing no more than 5 bolt holes (i.e. from mounting a TV, shelving, etc.), or
3. smoothing out small, existing bumps

“Needs Repairs” condition is defined as when one or more surfaces to be painted will need additional preparation to be paint ready. Rooms that are in need of repairs require custom pricing. Such repairs include:

1. Repairing over 5 bolt holes (i.e. from mounting a TV, shelving, etc.),
2. Caulking along baseboards or other moldings, including but not limited to crown molding, door frames, wainscoting, and chair rails,
3. Scraping and sanding uneven surfaces, peeling or chipping paint, or
4. Repairing dents or cracks in walls.
5. Stains or discoloration due to water or fire damage We can provide custom quotes for wall repairs such as skim coating or drywall repair.

Yes, up until the day of the job! Call our main office at any time and one of our assigned project coordinators can update your work order. Any paint product already purchased by us cannot be returned because it is a custom color mix.

Pay securely online with any major credit card. 10% of payment is due upon booking and the remaining 90% is paid the day your paint job begins or when the job is completed, differing state to state depending on their specific laws.

It is entirely up to you. The payment for your job includes a day rate for the paint crew and nothing additional is required, but feel free to use your judgement.