How to write a simple after-hours call policy
Spell out what counts as an emergency, who answers and what it costs, so nobody guesses at 10 pm.
- Define an emergency. List examples such as active leaks, no heat in freezing weather or a safety hazard, and say what is not one.
- Say who is on call. Name the person or rotation and how they are reached.
- State your hours and rates. Write the after-hours charge plainly so customers hear it before they agree.
- Set a response target. Tell customers how quickly you aim to call back, without promising what you cannot do.
- Record every after-hours call. Log time, address, issue and outcome for the next morning.
- Share it with the crew. Make sure everyone gives customers the same answer.
Common questions
Do I have to offer after-hours service?
No. Some contractors do not. Your policy should say what you do offer.
Should the policy be on my website?
A short version helps set expectations. Check any local rules that apply to your trade.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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