Your errand running business lives or dies on trust—clients need to know exactly what you'll handle, when you'll handle it, and what happens if something goes wrong. A solid Service Level Agreement (SLA) transforms vague expectations into a binding contract that protects both you and your customers, reduces disputes, and makes scaling your business infinitely easier.
Why Errand Services Need Clear SLAs
Most errand runners operate on handshake agreements and text confirmations. That works fine until a client claims you never picked up their dry cleaning, or you miss a deadline and lose a referral. An SLA eliminates the "I thought you said..." conversations by documenting everything in writing. It also signals professionalism—clients who see you have formal agreements are more likely to trust you with higher-value tasks and refer you to others.
Beyond protection, an SLA helps you set boundaries around scope creep. Errand clients often start with simple tasks (picking up groceries) then gradually ask for extras (reorganizing their pantry, waiting in long lines, making phone calls on their behalf) without discussing additional fees. A written agreement prevents this slow erosion of your profit margins.
Core Elements to Include in Your SLA
Service Scope
Define exactly what you will and won't do. For example: "Shopper will pick up and deliver items from locations within a 15-mile radius of the client's home or office. Shopper will not handle fragile items valued over $200, make purchases requiring legal ID verification, or perform services requiring professional licenses."
Be specific about task categories. Do you handle:
- Grocery shopping with or without budget constraints?
- Pharmacy pickups (restricted items)?
- Bill payments or financial transactions?
- Childcare drop-offs or senior care coordination?
- Returns and exchanges?
- Appointment scheduling or personal errands inside buildings?
Response Time and Availability
State your typical turnaround. A realistic SLA might read: "Routine requests submitted by 8 a.m. will be completed by 5 p.m. the same business day. Rush requests (under 4 hours) incur a 40% surcharge and are subject to availability. Client will receive a confirmation text within 30 minutes of booking."
Include your operating hours clearly—Monday through Friday 7 a.m. to 6 p.m., or whatever fits your model. Specify that weekend and holiday services are available at premium rates (typically 25–50% above standard pricing).
Pricing and Payment Terms
Outline your fee structure. Typical ranges for errand services run $25–$60 per hour, with minimums of $35–$50 per task. Include:
- Base rate per hour or per task
- Mileage reimbursement (standard is $0.67 per mile, matching IRS guidelines)
- Markup on purchases (commonly 10–15% for shopping services)
- Cancellation fees (often 50% if cancelled within 24 hours, 100% if within 2 hours)
- Payment method and due date (e.g., due within 48 hours via Venmo or credit card)
What Happens When Things Go Wrong
State your liability limits clearly. A reasonable clause: "Shopper is not responsible for price differences, store stock-outs, or items damaged by the merchant or carrier. For lost receipts, client must provide proof of purchase within 7 days to claim reimbursement. Shopper's liability for damaged client property is limited to the replacement cost, up to $500."
Address refunds explicitly. Many errand runners offer full refunds for incomplete tasks (grocery pickup never made), but charge the full fee if the service was delivered as requested, even if the client changes their mind.
Confidentiality and Privacy
Since errand running involves access to client homes, schedules, and personal information, include a one-sentence privacy clause: "Shopper agrees to maintain confidentiality regarding client information and will not share details about client purchases, locations, or routines with third parties."
Dispute Resolution
Keep it simple: "Disputes will be resolved through written communication within 7 days. If unresolved, either party may request mediation or pursue small claims court."
Making It Official
Use a simple one-page Google Doc or PDF template. Have clients sign a digital copy (DocuSign, HelloSign, or even email confirmation) before the first job. Update it annually and notify existing clients of any changes.
When you list your services on Mercoly, you'll have a central place to showcase your SLA and attract clients who value transparency and professionalism.
Frequently Asked Questions
Q: Should I charge differently for tasks that take longer than expected? Yes—include an overage clause stating that tasks exceeding the estimated time by more than 15 minutes will be billed at your hourly rate. This protects you from a two-hour grocery trip you quoted as one hour.
Q: What if a client disputes a charge after the service is complete? Require disputes to be reported within 48 hours and ask for specific documentation of the issue. After 48 hours, the invoice is final and non-refundable unless you genuinely failed to complete the task.
Q: Can I modify the SLA for different client types? Absolutely—you can have a standard SLA for one-off customers and a premium tier for recurring weekly clients with higher volume discounts and dedicated time slots.
Start documenting your service terms today, and watch client relationships strengthen and disputes disappear.