Hilfe & Support

Allgemein

• Was ist Helpore?

  Helpore is a platform to book household services (starting with cleaning and nannying) in Switzerland. We handle the legal and administrative work (like social contributions) so clients and Helpers can focus on great service.

• Wie sichere ich mein Konto?

  Use a strong password, keep your email verified, and sign out on shared devices. If you suspect unauthorized activity, contact support@helpore.com immediately.

Für Kunden

• Wie buche ich einen Helper?

  Browse available Helpers in your area, view their profiles and ratings, then pick a time. You’ll see the total price before confirming.

• Preise & GAV-Mindestlöhne

  We respect Swiss GAV minimums and show a transparent price that includes platform fees and legally required additions. Helpers can set rates above the minimum depending on experience and service type.

• Wie funktionieren Zahlungen & Rückerstattungen?

  Payments are processed automatically through the platform. If a booking is canceled within the allowed window, any eligible refund is issued back to the original payment method.

• Wie ändere oder storniere ich eine Buchung?

  You can modify or cancel a booking from your dashboard. Cancellation rules depend on timing; we’ll show applicable terms before you confirm.

• Was übernimmt Helpore rechtlich für mich?

  We automate the administrative side (e.g., social contributions and required notifications) so you stay compliant with Swiss expectations for household services.

• Wie funktionieren Streitfälle?

  We follow a three-tier process: (1) in-app resolution between client and Helper, (2) platform moderation, (3) optional appeal review. Consequences may affect ratings and platform access.

• Wie funktionieren Bewertungen?

  There are two ratings: satisfaction (1–5 stars + comment) and reliability (automatically tracked factors like cancellations and punctuality). Badges celebrate consistently great performance.

• Passwort zurücksetzen

Für Helpers

• Wer ist berechtigt, bei Helpore zu arbeiten?

  EU citizens may use the 90-day pre-permit flow; others must meet Swiss work eligibility. We guide you during onboarding and request the required documents.

• Mindestlöhne & GAV-Umsetzung

  The platform enforces minimum hourly rates by role and experience per GAV guidance. You may set higher rates and offer recurring or package pricing.

• Wie und wann werde ich bezahlt?

  Payouts are issued per completed service (even if clients prepay packages). Pre-permit workers can receive payments via supported alternatives until they have a Swiss IBAN.

• Ferien & Krankheitsurlaub

  For one-off jobs, 8.33% holiday pay is added. For recurring jobs, rules depend on duration and Swiss law; the platform helps track thresholds and eligibility.

• Verifizierung & Dokumente

  We collect your ID and criminal record where required, plus work-eligibility information. A complete profile improves client trust and booking rates.

• Wie wird meine Zuverlässigkeitsbewertung berechnet?

  It reflects cancellations, no-shows, lateness, and responsiveness. Keeping commitments and communicating early preserves a strong reliability score.

Kontakt & Reaktionszeiten

Schreiben Sie uns an support@helpore.com. Supportzeiten: Montag–Freitag, 09:00–18:00 CET. Wir bemühen uns, innerhalb von 3 Werktagen zu antworten.

Bei dringenden Sicherheitsproblemen wenden Sie sich zuerst an die örtlichen Notdienste. Benachrichtigen Sie uns anschließend, damit wir die nächsten Schritte koordinieren können.

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