​Sunwave Growth
POLICIES
At Sunwave, we don’t create policies just to tick boxes or play it safe. We create them to protect what we value most: people, excellence, and trust. Policies exist to guide, not control. They’re written so that everyone knows where the guardrails are, not to stifle initiative but to give it direction.
We believe good policies create freedom. When expectations are clear, Sunwave employees can operate with confidence, creativity, and integrity without second-guessing what’s right. We write them to be lived out, not laminated and forgotten. And when something stops serving our team or customers well, we don’t mind rewriting it.
Ultimately, our policies reflect who we are: a company committed to transforming the industry.
People and Culture
Growth and Development
Craftsmanship and Safety
Customer Experience
People and Culture
PTO Policy
At Sunwave Plumbing, we believe in rewarding commitment and creating a work environment where rest and personal well-being are a priority.
We believe that as you create more and more value at Sunwave, what is viewed as a reasonable amount of time off goes up in proportion with that value.
PTO Based on Technician Level 1-4
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Techs can receive up to 1 week (5 business days) of paid time off per calendar year.
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PTO Based on Technician Level 5-10
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Embrace the freedom of unlimited PTO! We trust you to use this benefit responsibly and enjoy the opportunity to manage your own time wisely.
This policy is built on trust and mutual respect. If the policy is taken advantage of in a way that affects team performance or project timelines, it will be addressed individually and thoughtfully.
Starting at Level 5, a “reasonable” amount of time off is generally around 2 weeks per year. However, the actual amount depends on the value the individual is bringing to the team—more impact often allows for more flexibility.
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Requesting PTO
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Let the office know as soon as possible when you plan time off. Two weeks notice is required (except for sick days), but we understand life happens. Open communication is key.
Remember, we encourage everyone (especially Lv. 5’s and above) to take at least 10 work days/2 weeks off each year to recharge and come back feeling refreshed and ready to tackle new challenges.
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Other PTO
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Paternity/Maternity Leave (All Levels):
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Fathers: Eligible for 1 week of paid paternity leave. Fathers Level 5 and above has two weeks paid with their unlimited PTO.
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Mothers: Eligible for 3 weeks of paid maternity leave.
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Any paternity/maternity leave beyond that time frame will not be paid before Level 5.
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We encourage fathers to take up to two weeks off, with additional time considered in special circumstances. Mothers are encouraged to take up to three weeks off, with extended leave also available in certain situations.
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Paid Holidays
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New Year’s Day (January 1)
Memorial Day (Last Monday of May)
Independence Day (July 4)
Labor Day (First Monday of September)
Thanksgiving Day (Fourth Thursday of November…includes black Friday)
Christmas Day (December 25 and Christmas Eve)
Health Insurance Policy
Sunwave Plumbing supports the health and well-being of its employees by offering a monthly health insurance stipend to assist with the cost of self-acquired health insurance. Employees are responsible for selecting and maintaining their own health insurance plans that meet minimum essential coverage standards.
Employee Level
Single Plan
Married Plan
Family Plan
Levels 2–5
$100/month
$100/month
$100/month
Levels 6–10
$250/month
$350/month
$450/month
Stipends are paid through payroll on a weekly basis.Amounts are considered taxable income unless excluded by applicable tax laws.Reimbursement will not exceed the actual monthly premium.
Eligibility
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Applies to full-time employees at Levels 2 through 10.
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Employees must not be covered under any other employer-sponsored plan.
Proof of Insurance Requirement
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Employees must submit proof of active health insurance coverage each year during the company’s open enrollment period. Acceptable documentation includes:
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An official letter from the insurance provider confirming active coverage
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A valid insurance card with effective dates
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A current premium invoice showing employee name and coverage type
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Failure to submit valid proof will result in a suspension of stipend payments until documentation is provided.
Plan Requirements
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Eligible health insurance plans must:
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Comply with the Affordable Care Act (ACA) or applicable national health laws
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Offer minimum essential coverage, including preventive care, hospitalization, and mental health services
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Changes and Updates
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Employees must notify Human Resources within 30 days of:
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Changes in insurance provider or coverage type
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Changes in marital or family status that affect their plan classification
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Termination of Stipend
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The stipend will be discontinued if:
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Proof of coverage is not provided annually
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The employee terminates employment or moves to an ineligible position
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The employee becomes covered by a [Company Name]-sponsored insurance plan
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Overtime Policy
At Sunwave, we desire to create and give value wherever we go. We recognize striving toward that goal can require time beyond your standard work hours. Our overtime goal is to balance freedom, responsibility, and sustainability—ensuring quality work without sacrificing team well-being.
Overtime is not a requirement but being aware of job excellence and of the needs of the team may stretch you to put in extra time. If a job can wait without lowering the quality of our service or risking damage, it’s often better to schedule it for a later time rather than pushing deep into overtime. Use wisdom, and prioritize long-term sustainability.
Final Note
Overtime at Sunwave isn’t about burnout—it’s about sacrifice when it matters most. When used well, it builds trust, strengthens our team, and helps us create something that lasts.
Time Tracking Policy
This policy outlines how employees at Sunwave are expected to track their time based on their level within the company. It ensures transparency and accountability while supporting our shared principles.
Levels 1–4: Clock-In with Training Technician
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Team members at levels 1 through 4 will clock in upon meeting up with their training technician.
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Clock-out occurs at the completion of the work day or at your trainees discretion.Simplicity & Constant Improvement:
This system provides a clear, focused start to each day and supports continuous learning during your early development at Sunwave.
Levels 5–10: Comprehensive Time Tracking From Door to Door
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Team members at levels 5 through 10 may begin tracking time from the moment they enter their Sunwave van at the start of the day.
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Time continues to be tracked through the workday and concludes upon returning home in the company van.
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This recognizes the added responsibilities and autonomy given to higher-level team members.
Creating Value & Rejuvenating: This benefit rewards your increased responsibility with flexibility and acknowledges the full scope of your day, enabling a more sustainable and energizing work experience
Growth and Development
Leveling Up Policy
At Sunwave Plumbing we invest in our employee’s growth as a person and as a skilled laborer. Having a clear path for advancement as well as clear expectations along this path increases the positive impact in the Sunwave culture and in the life of our employees. Leveling up is the simultaneous advancement of skill and trust, providing a pay increase and a more autonomous workday. It is important to note that an employee may accumulate enough points to Level Up, however, the final say will lie with the owner(s) or trainer as to whether he/she is ready for the next level.
How an employee accumulates points:
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Reading Books
Sunwave Plumbing has an extensive list of books that we strongly encourage all our employees to read. These books have helped form our Principles and our Culture. Once completed, points for each book can be submitted.
Monthly Work
Showing up for work will make you eligible to accumulate points for monthly work. Final say for points submitted lies with the Location owner.
Skills
The Jobs Completed form is intended to help keep Trainees on track for becoming a skilled plumber. A Trainee will complete 3 jobs before he/she qualifies for accumulating the corresponding points for that type of job. The trainer has the final say for points submitted.
Classes
Approved classes can accumulate points. At Sunwave, our goal is to support your growth into the best plumber you can be. A key part of that journey is earning your Journeyman license—and eventually your Master license.
Taking classes helps accelerate that process and positions you to spread the values and excellence of Sunwave Plumbing.
We generally recommend Penn Foster for your education. It offers a solid balance of practical learning, simplicity, and flexibility, and it’s self-paced and fully accredited by the state of Virginia.
That said, we’re open to other options. If you find a different course that fits your needs, just bring it to your supervisor for approval before enrolling.
You can find a list of all state-accredited classes here:
Craftsmanship and Safety
Tool Usage Policy
At Sunwave, our tools are essential to the value we create for our clients and team. As a team, we want to ensure our tools are being used responsibly and sustainably. Repeated misuse of tools—including late returns, damage due to negligence, or improper use—will be addressed individually with further action that is in line with our integrity and sustainability values.
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The most likely will result in point deductions calculated based off of the dollar amount of the damage.
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Example: If a $1500 tool gets broken due to negligence then 1500 points would be deducted from that employees total points.
We trust Sunwave employees to responsibly use company tools at home and for earning hospitality points via plumbing work.
All tools should be
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Returned to the van at the end of the day.
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Maintained in good working order (clean, functional, and accounted for)
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Tools from the shop are not expected to be used at home but can be brought home and used for projects with approval of the location owner. Tool usage will be free over the weekend and $20/day during the week.
Final Note
Tools are an investment in our vision to transform the plumbing industry, to deliver excellence, and to build a better future for all. Treat them with respect and use them to create massive value!
Van Usage Policy
At Sunwave, we view every action—including how we operate and care for our vehicles—as an opportunity to create value and build a better future for others.
Use of Van Outside of Work
Technicians entrusted with the use of a Sunwave van can use the van outside of work to earn hospitality points via plumbing work. It can also be used for any value creating activity outside of work with the approval of the location owner.
Technician Responsibilities
Technicians entrusted with the use of a Sunwave van carry the responsibility of stewardship. This includes:Upkeep: Regularly checking and maintaining essential components such as tire condition, air pressure, oil levels, and fluid levels.Scheduled Maintenance: Arranging timely oil changes, tire upkeep, and coordinating with the office for manufacturer-recommended services and inspections.Cleanliness: Keeping the van’s interior and exterior clean to uphold Streamline’s professional image and ensure a healthy, organized work environment.Safety and Communication: Avoiding texting and driving, using a phone without hands-free capability, or engaging in distracted driving. Vehicle Damages: Vehicle damage may result in a point deduction at the discretion of the location owner, based on the severity of the incident. These responsibilities reflect our values of Integrity and Sustainability, ensuring we use our resources wisely and safely.
Snow Day Policy
At Sunwave Plumbing, we prioritize the safety of our team and vehicles while also ensuring that we serve our customers as effectively as possible. Below is our policy for handling inclement weather and snow days.
Decision Timing
The Technician leader will assess weather conditions the evening before and attempt to make a decision about whether work will proceed the next day.If a decision cannot be made the night before, a final call will be made by 8:00 AM the following morning. This will be communicated by the Technician leader to all employees.
Work Cancellation & Pay
If the call to not work is made by 8:00 AM, employees will not be paid for the day.If employees are called in to work but weather conditions force work to stop mid-morning, they will be paid for 4 hours of work or logged hours whichever is greater.
Customer Appointments
If work is canceled, the office manager will begin contacting customers at 8:30 AM to cancel appointments and reschedule them for the earliest available dates. This would be completed by the office at their remote location.
Vehicle Damage Policy
If a call to work is made and a company vehicle is damaged due to poor road conditions caused by snow, no points will be deducted from the employee responsible for the vehicle. Sunwave will be fully responsible.(Excluding bad weather, a technician may lose points if they fail to drive cautiously.)
We appreciate everyone’s flexibility and understanding during inclement weather. Our goal is to keep both our team and customers safe while minimizing disruptions to service.
Tech Safety Policy
At Sunwave Plumbing, we consider our Safety Policy as a way to show commitment to our people, our purpose, and our principles. Safety is everyone’s responsibility—by staying aware and prepared, we build not only a safer workplace but a stronger future for everyone involved.
General Use of Safety Equipment
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All employees should be aware of when the use of appropriate safety equipment is relevant to their task. Examples include:
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Ear protection when operating or working near loud machinery.
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Gloves, goggles, and respiratory masks when handling chemicals or particulates.
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Protective footwear in construction or potentially hazardous areas.
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Employees are encouraged to suggest safety improvements, and as a team, we freely discuss ways to implement improvements.
Biohazard Awareness
All personnel should recognize and respond to potential biohazards.PPE (personal protective equipment) should be worn when dealing with any biological materials.If you’re not sure if a situation is hazardous, ask your Technician leader.
Customer Experience
Dress Code Policy
At Sunwave, we believe a professional appearance reinforces trust and confidence, contributing to a better future for our customers and team members. If there is a continued lack of proper dress with any employee, it will be discussed individually and thoughtfully.
Sunwave Uniform
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It is required to wear only our Sunwave approved uniform.
General Appearance Suggestions
It is suggested that all team members arrive at work well-groomed, understanding that a tidy appearance reflects care, professionalism, and respect toward those we serve and work with.Uniforms should be clean within reason, neat, and in good condition at all times.Facial hair should be neatly trimmed and maintained.
Final Note
First impressions matter. Arriving in uniform helps us connect confidently and graciously with others and gives us our first opportunity to Transform the Plumbing Industry.
Warranty Policy
At Sunwave Plumbing, we stand behind the quality of our workmanship and the reliability of the materials we use. All qualifying work is backed by a 3-year warranty. This policy outlines the employee responsibilities related to warranty claims, ensuring consistent service, accountability, and customer satisfaction.
What the Warranty Covers
The 3-year warranty applies when a service issue arises due to:
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A faulty part that Sunwave Plumbing supplied
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A mistake in the workmanship performed by our team.
If either of these occurs within the warranty period, we will fix the issue at no cost to the customer.
Employee Responsibilities
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Accountability
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Take full Take full responsibility for your work.
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Be honest about any mistakes made; integrity builds customer trust and strengthens our reputation.
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Report any suspected errors or concerns during or after the job to your supervisor.
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Service Excellence​
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Strive for quality and precision in every job to minimize warranty callbacks (which are recorded in your KPIs)
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Handling Warranty Claims
If a customer schedules a job with a “Warranty Claim,” follow these steps:
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Confirm Warranty Eligibility
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Review the job history to determine if the service and parts were provided by Sunwave within the last 3 years.
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Assess whether the issue could reasonably be tied to our past work or parts.
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On-Site Evaluation
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Inspect the issue thoroughly and determine if it qualifies under the warranty.
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If the issue is covered, complete the repair at no cost
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If the issue is not covered (see “What’s Not Covered”), inform the customer politely, explain the findings clearly, and offer a separate repair quote if applicable.
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What’s Not Covered
Employees must explain that the warranty does not cover:
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Damage or failure due to misuse, neglect, or improper care by the customer
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Unauthorized modifications or repairs done by others
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Issues unrelated to our original work or supplied parts.
Remember:
We’re not just fixing pipes — we’re building trust. Every warranty visit is a chance to reinforce our reliability and professionalism.
