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DISPUTE RESOLUTION POLICY

This Policy sets out the dispute process to be followed when an Expertand Client have a dispute between them.

The Dispute Team

Both parties of the Dispute case can elect to have their dispute arbitrated by the Dispute Team. The role of the Dispute Team extends to making all actions necessary to resolve the case in an impartial and evidential manner. You acknowledge that the verdict of the Dispute Team is final, binding, and irreversible.

User Responsiveness

Client

Once a dispute is opened, aclient is given 7 days to respond to it. Otherwise, they will automatically lose the dispute and the pending payment will be transferred to the expert’s account.

Experts

Once a dispute is opened, an expert is given 7 days to respond to it. Otherwise, they will automatically lose the dispute and the pending payment will be returned to the client’s account.

Dispute Resolution Process

  • STAGE 1 – Identifying the issue

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The complainant should select the Job and the payment or payments to be disputed. A User could contest all the payment related to a single job in one dispute.

After which, a description of the issue and an explanation of why the dispute is being opened should be given. From this stage until Stage 3, users are encouraged to attach any files that could support their claims.

Finally, the complainant is requested to enter the amount he or she is prepared to pay for the Job (if a Client) or wish to get paid for the Job (if an Expert). The amount could be between 0 and the total amount of the Payment(s) in question.

  • STAGE 1 – Identifying the issue

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While we do everything possible to help protect the community from fraudulent Job, sometimes a fraudulent account will make it past our checks. To prevent against un-reimbursable out-of-pocket expenses, we are providing the following tips on how to proceed safety with your Job.

When accepting invitations and Available Jobs, we highly suggest you refrain from the following:

  • Spending £100 or more in out of pocket expenses. Experts24HR will not be able to cover any expenses whether they are fraudulent or not.
  • Purchase goods for a Client online (Amazon, Apple, etc)
  • Buy gift cards of any type for a Client (online or in person)
  • Transfer cash, go to an ATM, exchange currency or bring a Client cash as part of a Job
  • Transfer cash, go to an ATM, exchange currency or bring a Client cash as part of a Job
  • Transfer funds via PayPal, Google Wallet, WePay, or similar sites as part of a Job. This jeopardizes your personal information.
  • Meet a Client in a parking lot or on the street for a delivery or shopping Job
  • Utilize your personal credit card to rent a vehicle or other items that require insurance
  • Accept a Job that is asking you to impersonate your Client. For example, if you are hired to attend Jury Duty for your Client.

Should you suspect fraud, please remember that our Customer Support Team is available to you for assistance at any point on the Job. Simply communicate to your Client that you need to contact Experts24HR Headquarters for guidance.

Tips on Safety for Experts

At Experts24HR, safety is very important. To ensure a safe and fantastic experience, we suggest the following tips:

1.Before starting work on any Job, we suggest that you:

  • Review the scope of work with the Client to determine if expectations are attainable and safe. If a Job requires extensive construction work or repairs, research if a license or permit is necessary;
  • Note with the Client any damages that already exist via the in app chat feature. For instance, if the couch you are moving already has a rip in the leather, let the Client know and include a picture of it in the chat thread. Always take photos or make videos before and after each job and upload it straightway onto our chat for references;
  • Bring the proper safety equipment, such as gloves, safety goggles, moving straps, helmet, mask, and etc.

2. If a Job involves a purchase over £100, contact Experts24HR Customer Support via Live Chat or Phone 02030020190, even if you have worked for the Client before. Customer Support can help you verify that the Job is legitimate and ensure your reimbursement for the purchase. Please note that if you do not clear the Job with HQ and the Job is fraudulent, you will not be paid out for the hours spent working on it.

3. If you find you cannot complete any Job due to safety reasons or lack of skills, we suggest that you:

  • Professionally explain to the Client the limitations of the Job.
  • Contact Customer Support right away via help@Experts24HR.co.uk or via 02030020190.
  • If the Job is suitable for another Expert, let the Client know that you and Customer Support will work together to find anExpert with the appropriate skills.
  • If the Job should be completed by a professional, politely explain the reasons why and offer to help them research a professional.

4. If damages occur on a Job:

  • Stay calm and professional at all times.
  • Take pictures and retain documentation of the situation. We also suggest including documentation in the chat thread as well as documenting any agreements in the feature.
  • Contact Customer Support right away via help@Experts24HR.co.uk or call us on 02030020190.

5. If at any point, you feel unsafe or uncomfortable, please notify our Customer Support Team at the safest possible time. This could mean politely ending the Job or waiting until it has been completed to contact us. If you have any relevant documentation, please retain it as it might be useful information.

The Safety of Your Personal Information

Experts24HR is committed to creating fantastic and safe experiences. To do so, we have implemented practices that address our User’s main concerns regarding their personal information.

Security of Personal Information

As this is a secure platform, all personal information (such as your ID number and bank account information) provided to us is protected, encrypted and kept confidential. We utilize highly secure measures to ensure that your personal information remains protected. To help us keep your information secure, we highly suggest that you do not to exchange your personal contact information and keep communications on the platform as much as possible.

For specific questions or concerns, please refer to our Privacy Policy or contact our Customer Support Team via help@Experts24HR.co.uk.

Safety while Working

If at any point during the Job you feel unsafe or uncomfortable, politely excuse yourself and leave the Job, then contact our Member Services via the emergency line (02030020190). However, if you are in immediate danger, please contact the local authorities for assistance then contact us.

If any damages or injuries occur on the Job, please use your best judgement on how best to proceed. This could mean immediately calling the 999 or reporting any on-Job issues to us. Please retain any relevant documentation (such as pictures or receipts) as the information could be useful in resolving the matter

How to spot a fraudulent Job

With any online marketplace, professional fraudsters will unfortunately try to take advantage of the payment policy. As anExpert in our Community, it is important to be able to detect fraudulent Jobs, and know how to properly handle them.

With any online marketplace, professional fraudsters will unfortunately try to take advantage of the payment policy. As anExpert in our Community, it is important to be able to detect fraudulent Jobs, and know how to properly handle them.

Here are some examples of what to look out for, screenshots located at the bottom of the page:

  • If a Client asks you to purchase luxury clothing items, electronic devices of any kind (tablets, e-readers, game consoles), cartons of cigarettes, large quantities of fast food or alcohol or any other suspicious item
  • Your Client posts a very vague shopping or delivery description, and continues to increase the scope of the Job via chat once you begin the Job. For example, they’ll ask you to buy boots, then once purchased will ask you to purchase additional items such as jacket or trousers.
  • The Client asks you to meet them in an odd area. For example: street corner, outside a hotel, in a park, or cannot provide you with an exact address for the delivery location
  • If a Client offers you to purchase items for yourself, such as shoes, clothing, or groceries
  • If a Client asks you to drop-off items suspiciously close to the pickup location. For example, they’ll ask you to buy some boots and drop them off at a location four blocks from where you purchased them.

If you believe a Job has been mis-categorized or the Client has been dishonest in dealings, you can forfeit the invitation and select the “Client’s needs are unrealistic” or “Job may be fraudulent/unsafe” as the forfeit reason. We will ensure automatically these Jobs do not factor into your metrics as we monitor these forfeits very closely.

Experts24HR continues to add improvements to prevent fraud and suspicious activity on the platform. We have an entire team dedicated to improving our internal processes to prevent fraudsters from ever getting on the site. Occasionally they may get through and we’ll need your help for the Jobs that slip through.

Questions about what Experts24HR specifically does to prevent fraud can be directed via email to policies@Experts24HR.com.

Expert Community Commitment

To ensure your success as Expert, here are your 8 keys to the platform. There are more details in the Best Practices, but these are the top ideas you should always keep in mind when working.

  • Safety first.
  • Complete all Jobs you accept as posted.
  • Be punctual and prepared.
  • Always communicate.
  • Perform high quality work.
  • Keep it cash-free.
  • Be professional.
  • When in doubt, contact Member Services at help@Experts24HR.co.uk.

Accepting Available Jobs

Clients have let us know that reliability and high quality work are what drive them to use Experts24HR and rehire Experts over again. This, in turn, results in more opportunities and Jobs posted in your categories and city.

For these reasons, the following are important factors to keep in mind when picking up Available Jobs:

  • Safety first.
  • Acceptance of an Available Job is a commitment to complete it. If the Job details do not include enough information to provide confidence in performing it, request clients for more information or do not accept it.
  • If you are unsure of the time, date, location, tool and/or skill needed, we suggest that you ignore the Job.
  • If you, nonetheless, decide to pick it up but find out that you cannot complete it due to the foregoing reasons, it will lead to a poor experience and reduce your chances of Clients directly hiring you.
  • If expenses are required to complete the Job, please obtain approval from your Clients before purchasing the items. Just like you, Clients do not like surprises.
  • Clients have repeatedly indicated that imposing hourly minimums, travel time or travel expenses on available Jobs lead to a poor experience and cancellations.
  • Cancellations or reimbursement disputes may result in a negative review and a reduced chance of Clients rehiring you.

For any further questions regarding optimal Available Job experiences feel free to email help@Experts24HR.co.uk.

What are policy violations?

At Experts24HR, we’re big on trust and safety. We have Expert Best Practicesto ensure that every Job is a delightful, safe and trusted experience for both our Clients and Experts. Breaking any of these guidelines is considered a policy violation. Depending on the severity of the issue, you may be removed from the community for doing any of the following:

  • Accepting cash for a Job payment without prior approval.
  • Exhibiting unprofessional behavior online, or offline
  • Being unreliable and lacking communication
  • Providing poor quality work
  • Completing Experts24HR Jobs outside of the Experts24HR platform
  • Sending non-Experts to do a Job
  • Or violating anything else in our Expert Best Practices

What are policy violations?

At Experts24HR, we’re big on trust and safety. We have Expert Best Practicesto ensure that every Job is a delightful, safe and trusted experience for both our Clients and Experts. Breaking any of these guidelines is considered a policy violation. Depending on the severity of the issue, you may be removed from the community for doing any of the following:

  • Accepting cash for a Job payment without prior approval.
  • Exhibiting unprofessional behavior online, or offline
  • Being unreliable and lacking communication
  • Providing poor quality work
  • Completing Experts24HR Jobs outside of the Experts24HR platform
  • Sending non-Experts to do a Job
  • Or violating anything else in our Expert Best Practices

What kind of insurance does Experts24HR offer?

Experts24HR does not provide insurance but does provide a protection pledge up to GBP1,000. Here’s a summary of the details, with further information here.

Experts24HR will compensate:
(a) Users – both Clients and Experts – up to GBP1,000 per occurrence for Losses arising from:

  • Property Damage as a direct result of negligence of anExpert during performance of a Job; or
  • Bodily Injury sustained by a Client, Expert or a third party as a direct result of negligence of anExpert during performance of a Job, or

(b) Clients up to GBP100 per occurrence for Losses arising from Theft of Client’s, Expert’s or a third party’s property by anExpert during performance of a Job, in each case if a Claim is brought within sixty (60) days of the action giving rise to the Claim.

Restrictions apply, visit the Experts24HR Protection Pledge page for detailed information.

If you have questions concerning trust and safety, please get in touch.

Do Clients see my contact information?

Clients never receive your phone number, or email since all communication goes through the Experts24HR platform.

Clients can chat with you and call you directly using the in-app chat messaging and in-app call functions. Your phone number will never be displayed and there is no need to exchange contact information with your Client since they can contact you directly through the Experts24HR platform.

If you have any additional questions concerning trust and safety, please get in touch.If you have any additional questions concerning trust and safety, please