# Team handbook This handbook is for everyone who works at the shop: support, warehouse, repairs and the office. We sell refurbished phones online, and we are a small team, so most of these rules exist to keep things fair and to make sure a customer never waits because someone was not sure what to do. If a rule here does not fit a situation, ask Ada, who looks after people and policy. This version replaces every earlier one. ## Working hours The office and warehouse are open Monday to Friday, 08:30 to 17:30. A full-time week is 38 hours. Support covers the inbox and the chat from 09:00 to 17:00 on weekdays; outside those hours the on-call rota below applies. You choose your start time between 08:00 and 10:00, as long as your team's core hours (10:00 to 15:00) are covered. Tell your team lead if your usual start time changes for more than a week. Lunch is 30 minutes, unpaid, taken any time between 12:00 and 14:00. Warehouse staff stagger lunch so that the packing bench is never empty during the afternoon courier window (14:00 to 15:30). ## Annual leave Full-time staff get 20 days of paid annual leave a year, plus public holidays. Part-time staff get the same, pro rata to their contracted hours. The leave year runs from 1 January to 31 December. ### Booking leave Book leave in the shared calendar and send the request to your team lead. Give at least two weeks' notice for anything longer than two days, and one week for one or two days. Your team lead answers within three working days. No more than two people from the same team can be off on the same day, so book early for school holidays and the last two weeks of December. Support staff cannot take leave in the week before and the week after Black Friday, because order volume triples in those two weeks. Warehouse staff have the same rule for the first two weeks of December. ### Carrying leave into next year You can carry up to 5 unused days of annual leave into the next leave year. Carried days must be used by 31 March; any carried days left after that date are lost. You do not need to ask to carry days over: anything up to 5 days moves across on 1 January on its own. Days above 5 are lost on 31 December unless Ada agreed in writing, before 1 December, to carry more because work stopped you from taking them. We do not pay out unused leave, except for days owed when you leave the shop. ### Sick leave If you are ill, message your team lead before 09:30 on the first day, or as early as you can. You get 10 days of paid sick leave a year. For more than three days in a row we ask for a doctor's note. Sick leave is not taken from annual leave, and if you fall ill during booked annual leave, tell your team lead and those days go back to your annual leave balance. ## Expenses The shop pays for what you need to do your job. Keep it reasonable and keep the receipt. ### What you can claim - Travel for work that is not your daily commute: public transport, or €0.85 per kilometre in your own car. - Meals when you travel for work for more than six hours, up to €35 a day. - Parts, tools and supplies for the repair bench, if they are under €100 and the stock order cannot wait. - Courier fees to send a phone to a customer when the normal courier has missed a promised delivery. Anything else over €100 needs your team lead's approval before you spend it. Equipment for working from home (a chair, a screen) is covered up to €300 once every three years, with Ada's approval. ### What you cannot claim Fines and penalties, alcohol, gifts for colleagues, first-class travel, and anything for personal use. Lost receipts can be claimed once a year, up to €20, with a short note. ### How to claim Photograph the receipt and add it to the expenses sheet within 30 days of the purchase, with the date, the amount, what it was for and the order number if there is one. Claims submitted by the 20th of the month are paid with that month's salary. Claims older than 90 days are not paid. Use the shop card for anything over €300 instead of paying yourself. The card stays in the office safe; sign it out in the card log. ## On-call Customers can order at any time, and a few problems cannot wait until Monday: the website is down, payments fail, or a courier collection goes wrong. One person is on call each week to handle those. ### The rota On-call runs from Friday 17:00 to the next Friday 17:00. The rota is in the shared calendar, set two months ahead. Everyone on the support and office teams takes a turn; the warehouse team is not on the rota. You can swap a week with a colleague: agree it between you and update the calendar, and tell your team lead. ### What on-call means Keep your work phone charged and with you, and answer an alert within 30 minutes between 07:00 and 23:00. You do not need to answer between 23:00 and 07:00 unless the alert says the website is down. Stay where you can get online within an hour. You are not expected to answer ordinary customer emails out of hours: they wait for the morning. When an alert comes in, check the status page first. If the website or payments are down, follow the incident checklist in the shared drive and call Ada if it is not fixed within one hour. Write a short note in the on-call log for every alert you handled, even if it fixed itself. ### Pay for on-call You get €60 for each on-call week, plus your normal hourly rate for time spent working on an alert, rounded up to the nearest half hour. If you work more than two hours on an alert after 23:00, you can start up to three hours later the next day. Record the time in the on-call log; it is paid with the next month's salary. ## Returns policy This is the policy customers see on the website. Support staff must apply it the same way for everyone, and ask a team lead before making an exception. ### The 30-day return A customer can return any phone within 30 days of delivery for a full refund, for any reason, as long as it comes back in the condition it was sent: no new damage, the account and passcode removed, and the accessories that came with it. The customer pays the return postage unless the phone was faulty or not as described. Refunds go back to the original payment method within 5 working days of the phone arriving at the warehouse and passing its check. Tell the customer when the refund has been sent. ### Faulty or damaged on arrival If a phone arrives damaged or develops a fault within 30 days, the customer chooses: a free replacement of the same model and grade, or a full refund. We pay for the return label and send it by email the same day. If a replacement is in stock, ship it as soon as the customer sends a photo of the damage; do not wait for the faulty phone to come back. For orders a customer needs urgently, upgrade the replacement to next-day delivery at no charge. ### The 12-month warranty Every phone has a 12-month warranty against faults that are not caused by the customer: battery health below 80 percent, charging ports, speakers, cameras, buttons and screens that fail without damage. We repair the phone, or replace it if a repair is not possible, and pay postage both ways. The warranty does not cover cracked screens, water damage or software problems the customer caused. ### Refund amounts A full refund includes the original delivery charge. When a customer returns only some items from an order, refund those items and keep the delivery charge, unless the return is because something was faulty. Never refund more than the customer paid, and never refund to a different card or account than the one used to pay. ### Exceptions A team lead can approve a return up to 45 days after delivery, or a goodwill refund up to €50 that is not covered by this policy. Anything beyond that goes to Ada. Write every exception in the returns log with the order number and the reason. ## Who to ask - Leave, sick leave and pay: your team lead, then Ada. - Expenses over €100 and the shop card: your team lead. - On-call swaps and the incident checklist: the support team lead. - Returns exceptions: a team lead up to the limits above, Ada beyond them.