Sunwave Growth
Technician 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
Craftsmanship and Safety
Growth and Development
Customer Experience
People and Culture
PTO Policy
At Sunwave Plumbing, we believe rest and renewal fuel our best work.

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Our Paid Time Off (PTO) system is built on two values: trust and reward for value creation.

We want every team member to rest well and feel valued for the excellence they bring.
Transforming the Standard​
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In most plumbing companies, paid time off is treated as an afterthought, a benefit that’s either limited, or confusing. The industry standard often looks like this (according to gpt):
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1 week off after a year of service, sometimes increasing to 2 weeks after several years.
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Little to no flexibility around family needs or personal growth.
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Reactive scheduling that puts pressure on both techs and customers when someone takes time away.
At Sunwave Plumbing, we believe this model is outdated and short-sighted. Our goal is to transform what it means to work in the trades to build a company where people are valued not just for their output, but for their growth, rest, and long-term health.
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That’s why we created a system for taking time off rooted in trust, stewardship, and reward for excellence. We see time off not as a cost to the company, but as an investment in its people. When our team rests well, serves well, and leads well, everyone wins. Our technicians, our customers, and our community.
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Earned PTO Bonus​​
If you create premium value for the company, you can earn additional PTO above your base amount.
This bonus time is reviewed and given during Quarterly Reviews and then added to your PTO through the admin team.
Examples of measurable “premium value creation” on top of having solid KPI’s:
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Excessive amount of customer satisfaction ratings of 5.0
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Exceptional Leading or mentoring apprentices and techs.
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Playing a key role in company growth initiatives or efficiency improvements.
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Being the leader on many unreasonable hospitality initiatives that align well with our Vision, Mission, and Principles.
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PTO Bonus Range:
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Level 1 - 4: Up to 13 days total (2.6 weeks)
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Level 5 - 7: Up to 20 days total (4 weeks)
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Level 8 - 10: Up to 25 days total (5 weeks)
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This structure rewards both skill and stewardship. The more you build, lead, and bless the team, the more time you earn to recharge.
Paid Holidays
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We observe the following paid holidays:
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New Year’s Day (January 1)
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Memorial Day (Last Monday of May)
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Independence Day (July 4)
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Labor Day (First Monday of September)
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Thanksgiving (Fourth Thursday of November) + Black Friday
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Christmas Eve and Christmas Day (December 24–25)
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Christmas Friday (when Christmas falls on a Thursday for that year)
Paternity & Maternity Leave
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We recognize the importance of family and rest during major life seasons.
- Fathers: 1 week paid leave, with up to 2 weeks total encouraged.
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Mothers: 3 weeks paid leave, with up to 5 weeks total encouraged.
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Additional time beyond base paid leave can be unpaid or use PTO.
Requesting Time Off
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PTO requests must be submitted at least 2 weeks in advance (except for an emergency or illness).
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If your request is approved, ensure your dates are blocked on the company calendar so projects aren’t double-booked.
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Open communication helps everyone plan well, rest well, and return ready.
Unpaid Time Off (UTO)​​
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Unpaid time off often comes up last minute, like sickness or when an unexpected chance to spend time with friends or family arises. While it may feel simple since it’s unpaid, it still carries a real cost to the company (around $1,500 in lost opportunity per day), which significantly affects profit. It also adds scheduling challenges and extra work for others, much like when someone takes vacation. Because of this, unpaid time off should be requested thoughtfully and with sensitivity to the impact it has on the rest of the team.
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UTO requests must be submitted at least 2 weeks in advance (except for emergencies or illness)
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If your request is approved, ensure your dates are blocked on the company calendar so projects aren’t double-booked.
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Roll Over PTO
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Paid Time Off (PTO) does not roll over into the next calendar year. All unused PTO must be used by the end of the year in which it is earned. This policy encourages our team to take the rest and recovery time they’ve earned rather than banking it indefinitely. It also helps maintain fairness across all team members by keeping PTO consistent and predictable from year to year. Any unused PTO that remains at year-end will be forfeited unless otherwise required by law or specifically approved in writing by management under exceptional circumstances.
We believe in using PTO responsibly and intentionally. 
This means balancing rest with reliability, taking the time you’ve earned without leaving your teammates stranded or feeling that way.
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
$350/month
Levels 6–10
$250/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 Company-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 another Company supplied 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
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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
Code of Conduct
Overview
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At Sunwave, our conduct — inside and outside the workplace — reflects who we are and what we stand for. Every team member helps shape the company’s culture, reputation, and long-term success through their actions and words. This Code of Conduct outlines our shared expectations and responsibilities.
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Professionalism & Integrity​
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We act with honesty and integrity in all areas of our work. This includes:​
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Taking responsibility for the quality and accuracy of our work
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Communicating honestly and respectfully with coworkers and clients
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Following through on commitments and reporting issues promptly
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Avoiding dishonest, misleading, or unethical behavior
Respect for People and Community​
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We treat everyone with fairness, dignity, and respect — regardless of position, background, or belief. We do not tolerate:​
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Harassment, bullying, or discrimination of any kind
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Demeaning, threatening, or inappropriate conduct — in person, in writing, or online
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Behavior that undermines the wellbeing of others or the positive environment we aim to create
Communication & Representation​
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We communicate with care, clarity, and professionalism. When representing Sunwave Plumbing:​
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We speak and act in ways that reflect positively on the company
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We do not speak on behalf of the company unless authorized to do so
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We are mindful of our tone, language, and impact — whether in meetings, emails, or public settings
Outside Conduct & Public Behavior​
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We recognize that our personal and professional lives often intersect, and our behavior outside of work can impact our company’s reputation. Therefore, we:​
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Avoid public conduct (including social media) that could harm our credibility or reflect poorly on the organization
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Do not engage in illegal activity or behavior that conflicts with our responsibilities or values
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Exercise discretion, maturity, and professionalism when in public or online while associated with Sunwave
Final Note​
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This code isn’t about perfection — it’s about alignment. We don’t expect flawless people. We do expect honest effort, professional conduct, and a shared commitment to doing what’s right, even when it’s inconvenient.​
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Our behavior — both inside and outside the organization — should support the kind of business we’re building: one grounded in trust, responsibility, and meaningful impact.
Reporting Violations
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If you experience or witness a violation of this code — including harassment, misconduct, or resource misuse — you are encouraged to report it to your supervisor or to the location's Problem Solver. Concerns will be handled confidentially and respectfully. Retaliation for good-faith reporting will not be tolerated.
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Commitment to the Code
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This Code of Conduct is a shared agreement — not just a set of rules. We expect every team member to uphold these standards and ask for guidance when uncertain. It is reviewed regularly and may be updated as the company grows.
Growth and Development
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.
Level Up
How an employee accumulates points:​​
Reading Books
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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
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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
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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
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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's license—and eventually your Master's license.
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Taking classes helps accelerate that process and positions you to spread the values and excellence of Sunwave Plumbing.
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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:
Class Work
At Sunwave, our commitment to professional growth and industry excellence is at the core of who we are. To support our team’s development and long-term success, we’ve established the following policy regarding classwork and licensing.
Classwork Expectations
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One hour of classwork can be completed during available downtime in regular working hours, provided it does not interfere with customer service or operational responsibilities.
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Licensing Goals
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All Sunwave technicians will actively work toward earning their Journeyman’s license.​
A Master Plumber’s license is required for any technician aiming to become a Sunwave Location Owner.
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 repeated misuse of tools will most likely 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 from 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 a Sunwave van may not use the vehicle for any non-work activity without prior approval from the Location Owner. With explicit permission, the van may be used outside of regular work hours to earn hospitality points through approved plumbing work or for other value-creating activities authorized by 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 (done through the office); cleanliness (keeping the van’s interior and exterior clean to uphold Sunwave's professional image and to 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 which leads to vehicle damages). These responsibilities reflect our values of Integrity and Sustainability, ensuring we use our resources wisely and safely. Note: Vehicle damage may result in a point deduction at the discretion of the location owner and based on the severity of the incident.
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 work proceeding 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, office personnel 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.
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 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.
