Local Pro Direct Jobs FAQ

Eligible Local Pros are invited to enroll in a new Local Pro benefit called Direct Jobs. Once enrolled, you’ll get confirmed jobs directly to your phone without competing with other Pros for those jobs. Unlike Local Pro leads that are sent to up to three Pros, Direct Jobs are only sent to you. The Home Depot will coordinate payments between you and your customers so you can focus on what you do best!

Local Pro customers see all agreed-upon charges associated with their job which The Home Depot coordinates between the Local Pro and its customer, including the Local Pro’s hourly rate. Local Pros must directly communicate any other costs to their customers, including charges for additional materials, licences, permits, and authorizations, as The Home Depot does not coordinate payment for these expenses.

Local Pros may be invited to enroll if they meet the Direct Job eligibility criteria described in the Local Pro Terms of Service.  In particular, Local Pros must be highly rated by customers and consistently adhere to the Local Pro service levels, which include:

1. Calling customers within 24 hours of receiving a text or email from the referral service.
   
2. Maintaining a current Local Pro profile on Homedepot.ca.
   
3. Delivering quality, professional customer service.
4. Arriving on-time at scheduled appointment times and promptly updating your customer should rescheduling be required.
5. Promptly closing leads in the Local Pro app and toggling off “receiving leads” when unable to accept job requests.

If you demonstrate these contributing factors consistently, you may be contacted to enroll for Direct Jobs! Watch out for an invitation email.

The Home Depot will send you job requests whenever there’s a match and you have a positive balance of Local Pro credits. Job requests don’t replace leads — you will also continue to receive leads if there’s a match and you have a positive credit balance. Please note that The Home Depot makes no assurances that a Local Pro will receive a minimum or particular number of leads or job requests.

There is no Direct Jobs service fee payable by Local Pros at this time. The Home Depot does not deduct any part of the final job cost with your customer. What you earn is yours to keep. Please note that Local Pro credits will be deducted when you’re matched with a job request (whether you accept or pass the job, which is how the current Local Pro leads program works today).

If you received an invitation to enroll, congratulations! Your ratings have demonstrated excellent customer service to your Local Pro customers. For more information on eligibility criteria, see FAQ #3 above.

Yes, you can continue to get leads in addition to confirmed jobs if you have a positive balance of Local Pro credits.

Please contact Pro Xtra Support at proxtra@homedepot.com or 1-800-759-2070.

Please contact Pro Xtra Support at 1-800-759-2070 to explain the situation. If the customer cannot be promptly contacted, the job will be cancelled and your Local Pro credits will be refunded. Do not cancel the job through the Local Pro app. If you do, your credits will not be refunded.

Yes, you can work with your customer to adjust the time required to complete a job, even after you’ve accepted the job.

You can contact customers and request updates to jobs directly from your app. You can even see when customers have approved changes. Once you and your customer have agreed to any updates, you can get started on the job.

Contact your customer directly to reschedule. Once you’ve agreed on a new date/time, submit the change through the Local Pro app.

We encourage you to only accept jobs that you are able to complete, but understand that sometimes a cancellation is unavoidable. You can cancel a job at any time before you have begun the work through the Local Pro app. Your Local Pro credits will not be refunded.

You can see the estimated delivery time of the product in the Local Pro app. It’s a good idea to contact your customer 24 hours before the job to confirm they have the product and are ready for work to begin.

Customers can cancel jobs at any time. You will get an email notifying you that your customer cancelled, their reason for cancelling (if available) and the number of Local Pro credits refunded to your account if work hasn’t begun. If you’ve already started the job when your customer cancels, please contact Pro Xtra Support at proxtra@homedepot.com or 1-800-759-2070 to discuss any outstanding payments that may be due. Please note that there is currently no cancellation fee or hourly minimum charged to customers who cancel job requests.

The Home Depot sets the base labour cost for a particular job, which is either the minimum hourly rate or minimum fixed rate, depending on the job type. This cost excludes any out-of-pocket expenses you may incur when completing the job. This base labour cost is an estimate based on competitive rates in your coverage area and is subject to change. You and your customer will agree to the actual final job cost once you have assessed the Direct Job.

You can contact the customer directly before accepting a job to go over any questions you may have. Your customer’s contact information is available in the app.

I started a job but want to cancel part-way through the job. How do I do this?

If you need to cancel a job after you have begun providing work, use the app to cancel the job and contact Pro Xtra Support at 1-800-759-2070 to discuss any outstanding payment due from your customer. Credits will not be refunded. We encourage you to only accept jobs that you’re able to complete to ensure customer satisfaction and avoid negative customer ratings. 

You can easily increase the job duration through the Local Pro app. The new charges must be approved by your customer before the final job cost amount is updated to reflect this additional time. 

This will be handled on a case-by-case basis by Pro Xtra Support. Please contact them at proxtra@homedepot.com or 1-800-759-2070 to explain the situation and discuss next steps.

Please contact Pro Xtra Support at proxtra@homedepot.com or 1-800-759-2070.

If you cancel a job, credits will not be refunded.

If your customer cancels the job, credits will be refunded if you have not yet begun the work. 

The Home Depot provides limited payment coordination services between you and your customer. 

When you’ve completed your job to your customer’s satisfaction, initiate payment by simply uploading a photo of your completed work and entering the one-time passcode provided by your customer into the Local Pro app. 

Once your customer has paid for their Direct Job, you will receive a transaction statement via email. Please allow up to 7 business days for your customer’s payment to be posted to your account, depending on your financial institution’s processing period.

Note: The Home Depot does not coordinate payment for any out-of-pocket expenses, including for additional materials, inspections, permits, licences, or tool or vehicle rentals, nor for any tips or gratuities. You must separately notify your customer of these expenses, and invoice accordingly.

Refer to the Local Pro Terms of Service for more details. 

Your customer is solely responsible for making payment to you for the work provided to them. For Local Pros enrolled in the Direct Jobs benefit, The Home Depot provides limited payment coordination services between Local Pros and their customers. Payment for a Local Pro’s work will be made directly from the customer to the Local Pro via Homedepot.ca.

The Local Pro will receive customer payment via direct deposit in accordance with the bank account information the Local Pro provides during the Direct Job benefit enrollment process.

Refer to the Local Pro Terms of Service for more details. 

You are responsible for collecting, submitting and paying all applicable taxes, including sales taxes, and for completing any applicable tax filing and/or reporting requirements within the applicable deadlines. 

Except as otherwise required under any applicable provincial sales tax legislation, in which case The Home Depot shall follow all such applicable legislative and administrative requirements, neither The Home Depot nor any of its affiliates will remit any taxes in respect of any Pro Xtra program amounts received by a Local Pro in any jurisdiction.

You must be registered for purposes of the Excise Tax Act (Canada), and for purposes of any applicable provincial sales tax legislation.

Refer to the Local Pro Terms of Service for more details. 

Add a profile photo or business logo to let customers know who you are — this can make your profile appear more personal and trustworthy.

Choose a photo of yourself that is clear and professional. A headshot is preferred over a business logo. If you’re taking a new headshot, capture from the chest up, centre yourself in the frame and smile! Ensure the photo is in focus and not too dark.

Banking information and direct deposit details can be edited/updated from the Profile tab in your Local Pro app.

You are responsible for ensuring your payment information on the Local Pro app is up to date so that The Home Depot can provide the payment coordination service.

Services can be updated from the Profile tab in your Local Pro app.

Note: Services added will also be added for regular Local Pro leads. Services removed will only be removed from Direct Jobs.