legal / white label service policy
White Label Service Policy
Effective Date: Nov 21, 2025
This White Label Service Policy (“Policy”) outlines the rules, expectations, boundaries, and operational standards governing all white-label services provided by Pocket Office LLC (“Pocket Office,” “we,” “us,” or “our”).
By engaging Pocket Office for white-label work in any capacity, all agencies, consultants, contractors, resellers, and partners (“White Label Partners” or “Partners”) agree to be bound by the terms of this Policy. This Policy applies to every white-label engagement regardless of project size, format, or duration.
1. DEFINITIONS
1.1 End Client
An “End Client” is the customer or business for whom the Partner is ultimately providing services.
The End Client is not Pocket Office’s client in any context.
Pocket Office’s client is the Partner only.
1.2 Project Management
“Project Management” includes any function requiring oversight, coordination, or structured communication beyond normal task execution, including but not limited to:
Following up with Partner or End Client
Collecting overdue materials, approvals, or assets
Managing timelines, milestones, or dependencies
Scheduling, attending, or running meetings
Conducting check-ins or status updates
Liaising directly with the End Client on Partner’s behalf
Ensuring progress or compliance
Project Management does not include:
One-off requests for and exchanges of usernames, passwords, or login codes.
Routine clarifying questions needed to complete a deliverable
Any activity falling under Project Management is billed at Pocket Office’s Project Management Rate, which is higher than the production/execution rate.
1.3 Negligence
“Negligence” refers to any failure of the Partner or End Client to meet obligations required to keep a project on schedule, including:
Failure to respond to communications within 4 consecutive days
Delayed delivery of required materials, instructions, or approvals
Contradictory or unclear instructions that disrupt progress
Failure to join scheduled meetings or training sessions
General unresponsiveness from the Partner or End Client
Negligence does not include delays caused by a Bona Fide Emergency.
1.4 Bona Fide Emergency
A “Bona Fide Emergency” means:
Death of an immediate family member
Serious illness or medical emergency affecting Partner, Contractor, or immediate family
Sudden incapacitating accident or injury
A major, unforeseen life-threatening event
NOT considered emergencies:
Being busy
Overloaded schedule or “too much going on”
Administrative backlog
Forgetfulness
Staffing shortages
Un-communicated vacation or travel
If a Bona Fide Emergency occurs, the Partner will not be considered negligent for delays caused by the emergency itself.
PROJECT AGREEMENTS
2.1 New Policy Acceptance Required for Each Engagement
Each new white-label project is treated as a separate engagement.
Partners must accept this Policy for every project, even when:
Working with a repeat End Client
The Partner has engaged Pocket Office previously
The project resembles prior work
This Policy governs each project independently.
2.2 Prior Obligations Not Waived
Starting a new project does not:
Reopen closed support windows
Entitle Partner to free fixes on previous projects
Erase outstanding payment obligations
Transfer past support into a new project
Each engagement begins fresh and ends cleanly, with no carry-over of obligations.
INDEPENDENT CONTRACTOR STATUS
Pocket Office operates strictly as an independent contractor, not an employee.
Therefore:
Partners cannot require Pocket Office to use their internal SOPs, HR rules, or workflows
Partners cannot mandate specific tools unless they directly relate to the final deliverable
Partners cannot require Pocket Office to use their project management software
Partners cannot dictate how Pocket Office performs the work
Pocket Office controls:
Method
Process
Tools used
Internal management
Work hours and scheduling
Partners may only request deliverables, not dictate internal operations of Pocket Office.
4. ABSENCES, VACATION, AND EMERGENCY COMMUNICATION
4.1 Planned Leave
Pocket Office may take reasonable vacation or leave time. Such absences will be:
Communicated respectfully
Provided in reasonable advance
Scheduled in a way that does not materially disrupt an ongoing project
4.2 Emergency Leave
In the event of a Bona Fide Emergency, Pocket Office will notify the Partner as soon as reasonably possible.
4.3 No Compliance with Partner HR Rules
Pocket Office is not required to comply with:
Partner PTO policies
Partner internal HR rules
Two-week notice policies
Partner’s internal approval workflows
Pocket Office will communicate, but retains full independence.
4.4 Disclosure to End Client
Pocket Office will inform the Partner of any relevant temporary limitations so the Partner may decide—at their discretion—whether or not to disclose such information to their End Client.
SOFTWARE USAGE POLICY
5.1 Tools Pocket Office Chooses
Pocket Office is not required to use:
Partner’s project management platforms
Partner’s internal communication channels
Partner’s time tracking or software tools
unless they are tied directly to the final deliverable, such as:
Building templates in Canva
Setting up automations inside Zapier
Implementing CRM systems inside HubSpot, etc.
5.2 Additional Fees or Required Software Usage
If a Partner requires Pocket Office to:
Update internal PM boards
Maintain progress statuses
Track tasks or hours inside Partner’s systems
Participate in Partner’s internal workflows
this falls under Project Management and will incur the higher Project Management Rate.
PROJECT SCOPE, TIMELINES & NEGLIGENCE
6.1 Overruns
If a project exceeds estimated hours:
Overruns caused by Pocket Office will not be charged
Overruns caused by Partner or End Client negligence are billable
6.2 Negligence Enforcement
Failure to respond within 4 days, or similar project-stalling issues, results in:
Work suspension
Timeline resets
Additional billable hours
Potential project termination
6.3 Termination for Negligence
If negligence continues after written notice, Pocket Office may:
Terminate the project
Decline future white-label work
Invoice for completed work and time lost
Impose late fees
Termination does not eliminate payment obligations.
TRAINING, TESTING & FIXES
7.1 Training Materials
Training materials provided will:
Be branded to the Partner (unless otherwise requested)
Cover only the scope of the delivered system
7.2 14-Day Testing Window
After delivery and training:
Partner has 14 calendar days to test the work
Any bugs or errors identified within 14 calendar days are fixed at no cost
Even issues discovered on Day 14 are covered.
7.2 Support After 14 Days
All requests after the 14-day period are billable at Pocket Office’s standard or project management rate.
PAYMENT TERMS
8.1 Partner Is the Client
Pocket Office’s client is the Partner, not the End Client.
Partner is fully responsible for payment regardless of:
End Client delays
End Client non-payment
End Client disputes
End Client dissatisfaction
8.2 Deposit Requirement
Before work begins, Partner must pay:
25% of Pocket Office’s project rate,
Based on Pocket Office’s project pricing alone
This deposit is not tied to the Partner’s markup or End Client payments.
8.3 Milestone Billing (Net 14)
Milestones are billed:
Upon notification of upcoming completion
With Net 14 payment terms
Work pauses if a milestone invoice becomes overdue.
8.4 Final Payment
Final payment is invoiced:
One week before the project’s closeout,
Before training, handoff, or release of final deliverables
Final payment is billed with a Net 30 payment term and becomes due 30 days after being invoiced.
8.5 Late Fees
All overdue invoices incur:
1.5% late fee per month
Applied to the outstanding balance
Invoices:
30 days late may result in service suspension
45 days late may be sent to collections, with Partner responsible for all associated costs.
LIABILITY AND INDEMNIFICATION
Pocket Office is not responsible for:
End Client misuse
Business outcomes, revenue changes, or performance variance
Incorrect instructions from Partner
Delays caused by Partner or End Client
Miscommunication by the Partner
Errors resulting from inadequate information or unclear direction
Partner agrees to indemnify Pocket Office for all claims arising from:
The Partner’s business practices
End Client actions or negligence
Misrepresentation of Pocket Office’s work or capabilities
. TERMINATION
Pocket Office may terminate an engagement immediately if:
Partner becomes unresponsive
Payments are overdue
Partner is abusive, hostile, or unprofessional
Partner violates this Policy
Material misrepresentation is discovered
Partner remains liable for all amounts due for work performed.
11. GOVERNING LAW
This Policy is governed by the laws of the State of Kentucky, with exclusive jurisdiction in Georgetown, Kentucky.
ENTIRE POLICY
This Policy:
Applies to all white-label projects undertaken by Pocket Office
May be updated at any time by Pocket Office
Must be accepted by Partner before any engagement
Does not waive any rights unless explicitly modified in writing
By using Pocket Office in a white-label capacity, the Partner acknowledges and agrees to abide by this Policy in full.
Questions
For any inquiries regarding the Affiliate Program, please contact: team@yourpocketoffice.com