Help & Support

General

• What is 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.

• How do I secure my account?

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

For Clients

• How do I book a helper?

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

• Pricing & minimum wages (GAV)

  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.

• How do payments & refunds work?

  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.

• How do I change or cancel a booking?

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

• What does Helpore handle for me legally?

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

• How do disputes work?

  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.

• How do ratings work?

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

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For Helpers

• Who is eligible to work on Helpore?

  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.

• Minimum wages & GAV enforcement

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

• How and when do I get paid?

  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.

• Holidays & sick leave

  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.

• Verification & documents

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

• How is my reliability rating calculated?

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

Contact & Response Times

Email us at support@helpore.com. Support hours: Monday–Friday, 09:00–18:00 CET. We aim to respond within 3 business days.

For urgent safety issues, contact local emergency services first. Then notify us so we can help coordinate next steps.

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