Written referral terms are a short agreement between two businesses that says what each will refer, how quickly each will respond, whether anything changes hands, how customers are told and how the arrangement ends. We help you draft those business terms and the customer-facing wording, then hand the draft to your lawyer for review.
Most referral relationships in Burnaby are never written down. That is fine until the first disagreement, and then there is nothing to point to.
What the agreement covers
A useful agreement answers nine questions. Each one has caused a real falling-out somewhere.
- Scope. What kinds of jobs will each side refer? "Anything" is not an answer.
- Area. Which parts of Burnaby, and which nearby cities, does the arrangement cover?
- Response time. How fast will the receiving business contact a referred customer? One business day is a common standard.
- Treatment. Will referred customers get the same pricing and warranty as everyone else? (They should.)
- Fee or thank-you. Is there one? How much, when is it paid, and is it per enquiry or per completed job?
- Disclosure. How and when will customers be told about the relationship?
- Customer contact rules. Who may contact the customer, how, and with what consent?
- Complaints. If a referred customer is unhappy, who handles it, and do both owners talk first?
- Exit. How much notice either side gives, and what happens to referrals already in progress.
Disclosure, the part people skip
Disclosure means telling the customer, before they decide, that your recommendation comes with a business relationship. It costs you almost nothing and protects you a great deal.
We draft short wording for three places: what you say on the phone, what goes in a written quote, and what appears on your partner page. Our disclosure guide shows templates with placeholders such as [Your business] and [Partner business].
If your trade has a regulator or the customer relationship falls under consumer rules, read the official material yourself. Consumer Protection BC is the provincial body to start with for consumer matters. We summarise and link; we don't give compliance advice.
Contacting referred customers by email or text
Electronic follow-up has its own rules in Canada. As of October 2026, the federal Electronic Commerce Protection Regulations contain a referral exemption that covers only the first commercial message after a referral, and that message must name the person who made the referral and say it was sent because of it.
In practice, many partners avoid the question by having the customer reach out directly, or by getting the customer's clear permission before passing on contact details. Confirm the current rules with the regulator or a lawyer before you build a process around them.
Who this is for
This service suits owners who already exchange referrals but have nothing in writing, and owners about to start a partnership that involves money. It also suits anyone who has had a partnership go sour and doesn't want a repeat.
What is included and how long it takes
- A one-hour working session with you to settle the nine questions above.
- A plain-language draft agreement, usually two pages.
- Disclosure wording for phone, quote and website.
- A short list of points for your lawyer to check.
- A second session, if needed, after the partner has reviewed it.
Most agreements are ready to sign within two to three weeks, depending mostly on how fast the partner and lawyer respond.
How results are measured
Agreements prevent problems, so success is mostly quiet. We look at whether referred customers are contacted within the agreed time, whether any disputes arose, and whether partners are still active a year later. Those signals come from referral tracking.
Mistakes to avoid
- Hiding a fee. If money moves, say so to the customer. Hidden fees are the fastest way to lose trust.
- Exclusivity without thought. Promising to refer only one partner sounds generous and can leave customers with no choice if that partner is booked.
- No exit clause. Owners retire and sell. Decide now what happens.
- Agreeing what you can't deliver. A two-hour response promise from a crew that's on a roof all day will be broken in the first week.
See pricing for plan costs, or read the FAQ for common questions.
Frequently asked questions
Is a handshake not enough between two local owners?
It works until something goes wrong: a referred customer complains, a fee is disputed, or one owner sells the business. Writing it down protects the friendship as much as the money.
Are you giving legal advice?
No. We help draft the commercial terms in plain language and point out the questions to raise. A lawyer should review the final version, especially if money, exclusivity or liability is involved.
Do referral partners have to pay each other?
No. Many good partnerships involve no money at all, only a mutual promise to recommend. If a fee or gift is involved, it should be written down and disclosed to customers.
What should the customer be told?
At minimum, that you and the business you're recommending have a referral relationship, and whether either side benefits. Our disclosure guide has sample wording with placeholders.