Our guidelines were developed so that every Helpling experience is safe, respectful and positive.

Helpling’s role as a marketplace is to guarantee the best possible experience for everyone – customers and providers alike. This is only possible when there is mutual trust between the users of the Platform, and Helpling is committed to protecting and maintaining that trust by making sure everyone follows these community guidelines. Helpling reserves the right to suspend or deactivate the account of users who do not follow our Community Guidelines or T&Cs affecting the safety, trust, or integrity of our community.

Everyone who uses Helpling’s platform – including customers and providers – is expected to follow these guidelines. This also applies to any interactions you may have with Helpling employees, whether through our online support channels or by phone.

We review and update our guidelines regularly to ensure that everyone in the Helpling community feels safe, welcome, and respected.

Thank you for helping us build and protect a trustworthy and positive platform environment.

By using the platform to book and provide services, Customers and providers enter into and are legally bound by a contract that defines a time and place for the contemplated services and the conditions of this contract  are binding for both parties. 

1. Create a great experience together 

At Helpling, we believe that great experiences happen when everyone does their part. These guidelines explain what we expect from both customers and providers – and what they can expect in return.

a. Respect each other’s time 

⏳ Why it matters: Time is valuable for everyone. Users, whether they are providers or customers, plan their time around the scheduled service. Being punctual and respecting agreed booking times helps build trust and ensures everyone can manage their schedules efficiently. 

Here are a few examples to illustrate why punctuality and reliability are cornerstones in maintaining the integrity and trust in the platform:

1. Imagine you have family visiting from out of town. In an effort to prepare for the visit, you decide to look for a provider on the Helpling Platform to clean your home the afternoon before your family’s arrival. You also stay home from work in order to ensure the provider has everything to provide the service . However, on the day of the appointment, the provider does not show up and has not messaged or contacted you in any way. Not only are you now alone to prepare your home yourself, you have also lost all trust in booking again from Helpling.

2. Think now that you are a new provider on the Helpling Platform, that you have accepted your first booking request and have done all preparation to ensure that you arrive on time and are ready to please your new customer and begin building up your profile. You arrive at your first customer appointment but there is no answer on the door. You message the customer, and 15 minutes after the appointment was meant to start they respond that they forgot about the appointment and are not at home to receive you. As a provider, this has not only wasted your time, but also affected your earnings potential, as you could have accepted alternative bookings if you had known earlier. 

Below are the three key areas in which customers and providers using the Helpling Platform should make sure they respect one another’s time:

Punctuality

For a smooth cleaning experience, both customers and providers should be ready five minutes before the scheduled start time. 

• Tips for Providers: the day before the cleaning, checking the route to your customer’s domicile and making sure they provided you the access instructions (e.g., building entry code, floor) will prevent you from having last minute struggles to enter your customer’s home. If any information is missing, your customer can be reached by chat to give any complementary information you may need. 
• Tips for Customers: be home five minutes before your cleaning appointment and ready to welcome your provider. Ensure you have shared access instructions (e.g., building entry code, floor) with your provider no later than the day before the cleaning. 

Cancellations and rescheduling

• If you’re unable to attend a scheduled appointment, notify the customer or the provider as early as possible and offer alternative dates or times. Last-minute changes can lead to a negative experience for your customer or provider and a fee may apply. See T&Cs
• Frequent last-minute cancellations can disrupt the platform’s reliability and Helpling might suspend or deactivate your account.

No shows 

• Customers and providers commit to show up for their scheduled appointments. Uninformed cancellations (not showing up without cancelling) damage trust and create a poor experience. 
• Customers: not providing access within 15 minutes of the start time entitles your provider to leave and charge you fees. 
• Providers: failing in showing up without notice may result in loss of access to the platform. 

Helpling reserves the right to suspend or permanently deactivate the accounts of users who repeatedly show a lack of respect for other people’s time by not attending scheduled appointments, frequently cancelling last minute or are showing a habit of perpetual lateness. 

b. Communicate appropriately 

💬 Why it matters: Like in any relationship, clear and polite communication prevents misunderstandings and ensures that the work meets expectations. Transparency creates smoother experiences and avoids frustration.

Clarify expectations 

• Priorities need to be shared and aligned before the day of the cleaning:
  
  • Tips for Customers: use the app’s cleaning priorities feature or the in-app chat to clearly share your priorities (e.g., focus on the kitchen, windows, or ironing) before the cleaning begins. For the first booking, we recommend walking the cleaner through your home, showing them where to find the cleaning materials, and confirming that they understand your preferences. 
  • Tips for Providers: before starting a cleaning job , review the cleaning priorities the customer has shared in the app. If no priorities are provided, feel free to reach out through the in-app chat to ask directly. Confirm with the customer what’s included in the cleaning and clarify if any additional time or services may be required. As the cleaning expert, you understand how much time is needed to complete your work properly or if some of the tasks need to be deprioritized – communicating this clearly upfront helps set the right expectations and ensures a positive experience for everyone.
• Cleaning materials need to be made available by customers to complete a high quality work:
  
  • Tips for Customers: make sure you have the essential cleaning materials available at home. Do not hesitate to ask your provider if they have any preference to complete their work or communicate your own. 
  • Tips for Providers: ask your customer via the chat if they have all the tools and materials you need to perform your job properly and let them know as soon as possible if you need specific ones. Customers usually appreciate if you change into house shoes when you enter their home.

Communicate proactively

• Last minute changes can happen. If this is the case and in order not to lose trust in the relationship, make sure you communicate with each other as soon as possible in case of:
  •  Cancellation
  • Rescheduling 
  • Delays
  • Access issues
  • Special requests

Give, receive and handle feedback appropriately

• Feedback is the only way to make a relationship work.
  
  • Rate each other honestly and respectfully after each cleaning. 
  • Report issues through Helpling support if something went wrong – we’re here to help.
  • Tips for Providers: if your customer is at home when you end your cleaning, you can offer a walk-through.This allows them to provide immediate feedback, which can help prevent unexpected online ratings and offers a valuable chance to identify areas for future improvement.

Helpling reserves the right to temporarily or permanently suspend access to the Platform for providers or customers who consistently receive ratings significantly below average in order to protect the overall integrity of the marketplace. In the event that your account access is lost, Helpling may share information that may help you improve your rating and regain access. 

2. Help keep one another safe

🛡️ Safety is the foundation of trust. Every year, Helpling invests in technology, processes, and support to ensure a safe experience for everyone on the platform. By keeping your information accurate, using the platform as intended, and following Helpling’s processes, we can protect both customers and providers. 

a. Ensure accuracy of profile and account information

👤Why it matters: Helpling takes great pride in being an open marketplace where customers can browse and select the freelance providers who they want to send cleaning job requests to based on price, availability, experience, etc. This also means that providers have the freedom to market themselves and be shown to customers who fit their own work preferences. The only way this works, though, is when providers maintain accurate profile, price, work location and updated availability information. 

When using the platform, customers and providers enter into a contractual agreement. Up-to-date and accurate profiles ensure both parties are fully aware of who they are contracting with and that this individual is the right match for their needs.

• Tips for Customers:
  
  • Keep your profile up to date: make sure your name, address, and any access instructions are correct.
  • Provide clear cleaning priorities: let the provider know your priorities in advance so they know exactly what to focus on and avoid confusion.
  • Avoid last-minute surprises: Accurate details prevent issues such as the provider not finding your home or being unsure what to do.
• Tips for Providers:
  
  • Profile picture: keeping a clear and current profile photo helps customers feel confident they’re letting the right person into their home.
  • Profile description & preferences: being transparent about your skills, services, and preferences helps you attract more bookings from customers who value clarity and professionalism.
  • Availability & work location: regularly update your availability and service area to receive the most relevant offers. If you consistently decline offers in certain areas or at certain times of the day, our technology may assume you do not want to accept more offers and you may have forgotten to update your profile. In that case, you might be temporarily suspended until you confirm your availability again. 

b. Don’t share your personal account

🔑 Why it matters: by default, Helpling accounts are set up for individual use. Each profile represents a single person, which helps build safety and trust – customers feel confident knowing exactly who is coming into their home, and providers know who booked them. Account sharing can also invalidate Helpling’s insurance coverage and violate legal requirements.

• Tips for Customers:
  • Never allow someone else to use your Helpling account to make bookings.
  • If you need to book on behalf of someone else (e.g., a family member), make this clear in the booking notes.
• Tips for Providers:
  • Only accept bookings under your own profile.
  • When customers book your service, they expect that the provider whose profile they see in the app will be the person providing the service. Sending someone else without notice can cause confusion, undermine trust, infringe rules protecting your customer’s private data and create a feeling of insecurity. If you plan to delegate jobs to another person, please contact Helpling Support to set up a collective account properly, so that your customers are aware of this when booking your service.
  • Keep your login details private and secure.

c. Book and pay only via Helpling

💳 Why it matters: Booking and paying through Helpling protects both customers and providers. It ensures there’s a record of the agreement, enables insurance coverage for accidental damage, and guarantees secure payments. Off-platform agreements can put both parties at risk and may lead to account suspension.

• Benefit from our damage insurance: Helpling offers coverage for certain accidental damages that occur during a confirmed booking. This protection only applies when the booking is made and paid for through the platform.
  • Tips for Customers:
    • Report any damages through the Helpling app as soon as possible, including photos and details.
    • Keep communication within the platform to make the claims process smooth.
  • Tips for Providers:
    • Notify your customer and Helpling support immediately if an accident happens during a booking.
    • Provide full details and cooperate with the claims process – this protects your reputation and ensures fair resolution.

3. Treat everyone with respect

a. Respect each other’s privacy

🔐 Why it matters: privacy is essential to building trust. Customers are opening their homes to providers, and providers are sharing their personal information and schedule. Respecting one another’s privacy ensures everyone feels safe and comfortable.

• Tips for Customers:
• • Secure valuables, sensitive documents, and personal belongings in a safe or designated place before the cleaning to prevent misunderstandings or potential disputes.
  • Share only the information necessary for the provider to complete the job (e.g., access instructions, cleaning priorities).
• Tips for Providers:
• • Only enter areas of the home relevant to the agreed cleaning tasks.
  • Never take photos, videos, or personal information from the customer’s home. In case of damage, you can take pictures to send them to the customer or Helpling support. 
  • Keep any personal information provided by the customer confidential and use it only for the booking.
  • Avoid touching personal items like documents, wallets, or electronic devices unless necessary. If necessary, make sure to ask for permission first. 

b. Behave respectfully 

🤝 Why it matters: each booking is a personal interaction, often taking place in someone’s private space. Respectful behavior creates a positive experience and avoids uncomfortable situations.

• Physical touch: There should be no physical contact between customers and providers.
• Inappropriate behaviour: Harassment, discrimination, or offensive comments are strictly prohibited. Contact Helpling immediately if you experienced an inappropriate behavior.
• Tips for Customers:
  • Communicate politely and clearly with your provider.
  • Avoid making personal comments or requests unrelated to the agreed service.
  • Treat providers as professionals – a respectful tone goes a long way toward a good experience.
• Tips for Providers:
  • Try to maintain a respectful attitude at all times, even in challenging situations.
  • Avoid personal conversations or comments that could make the customer uncomfortable.
  • If a customer behaves inappropriately, report the situation to Helpling Support immediately.

4. Follow the law

⚖️ Why it matters: legal compliance ensures that our platform is trustworthy and operates sustainably for everyone involved.

a. Follow all laws

Everyone using Helpling is responsible for knowing and following all relevant laws and regulations.

This includes, but is not limited to:

• Work Authorization & Taxes:
  • Providers should have the legal right to work in the country where they accept bookings.
  • Providers are responsible for declaring income and complying with tax obligations.
• Health & Safety Regulations:
  • Providers are encouraged to follow local workplace safety standards (e.g., use safe cleaning practices and products).
  • Customers should ensure the property is safe to work in (e.g., no hazardous materials, safe access).
  • If a customer or a provider does not feel like the health and safety conditions are met, they can cancel the booking.
• Legal Conduct:
  • No illegal activities should take place during a cleaning (e.g., theft, harassment, vandalism).
  • Follow all local laws regarding privacy and data protection.
• Tips for Customers:
  • Ensure your home is a safe working environment (e.g., no blocked exits, no dangerous conditions).
  • Respect employment and labor regulations — use Helpling for legal, contracted cleaning services only.
  • Report any illegal or unsafe behavior through the app immediately.
• Tips for Providers:
  • Keep all necessary work permits, visas, and business registrations up to date.
  • Follow safety best practices (use gloves, ventilate spaces when using chemicals).
  • Report illegal, unsafe, or abusive behavior to Helpling Support as soon as possible.

b. Fraud

Fraud undermines trust and can put both customers and providers at risk. Accurate information and honest use of the platform are essential for a safe, fair, and reliable community.

Fraudulent activity includes (but is not limited to):

• Falsifying Information: Creating fake profiles, using someone else’s account, or providing false documents or details.
• Manipulating Bookings:
  • Creating fake or duplicate bookings.
  • Deliberately extending, shortening, or canceling bookings to manipulate charges or earnings.
  • Accepting bookings with no intention of completing them.
• Improper Payments:
• • Requesting or providing off-platform payments for the booked cleaning services.
  • Claiming false charges, refunds, or credits (e.g., reporting damage that didn’t occur).
• Platform Misuse:
• • Intentionally disrupting or manipulating the Helpling app’s normal functioning.
  • Abusing offers, promotions, or credits in a way they weren’t intended.
  • Disputing legitimate fees or charges for fraudulent reasons.
• Tips for Customers:
• • Only book services you intend to use and cancel within the allowed timeframe.
  • Report genuine issues honestly through the app to help us resolve them quickly.
  • Never arrange cash payments or private discounts outside of the Helpling platform. Helpling will never ask you to share your payment details or transfer money to a personal account.
• Tips for Providers:
• • Log hours worked accurately in the app and never inflate working time.
  • Only accept jobs you can commit to completing.
  • Report incidents truthfully and provide accurate information when claiming insurance coverage.

Providers and customers are free to interact and make arrangements as they see fit, as long as they comply with local laws. However, Helpling reserves the right to take action – including suspending or removing accounts – if any behavior compromises safety, trust, or the proper functioning of the platform.

5. Your feedback matters

💬 Why it matters: Feedback helps Helpling continuously improve and keep the platform safe, fair, and efficient for everyone. Feedback via Ratings and Reviews also help other users make more informed decisions about the types of customers or providers they want to work with via the platform. Your ratings and comments hold both customers and providers accountable for their behavior and create a better experience over time.

How to share feedback:

• After each cleaning, you can leave a rating and optional comment in the app.
• Honest feedback helps providers improve and allows other customers to make informed choices.
• Provider ratings of customers also allow other providers to make more informed decisions when accepting new cleaning job offers.
• If something goes wrong (e.g., damage, missed appointment, or safety concern), you can report it via the app or contact Helpling Support.
• In case of an emergency or immediate danger, contact local authorities first – then notify Helpling so we can take appropriate action.

6. How Helpling Enforces Our Guidelines

We know that losing access to the Helpling platform can be disruptive for both customers and providers. That’s why we do our best to inform you clearly beforehand and transparently about the circumstances under which this might happen.

If you violate the terms and conditions of the Platform and any rule of your agreement with Helpling, or any of these Community Guidelines, thereby affecting the safety, trust, or integrity of our community, we may restrict, suspend, or permanently remove your access to the platform. This also applies if you have multiple accounts (for example, both as a customer and a provider) – a serious breach of our Terms and Conditions, including these Community Guidelines, can lead to losing access to all of them. Should this be the case, you will be informed of this decision, which you can always challenge by contacting Helpling Support by phone, email or directly in the App.

Investigations and Temporary Holds

Helpling receives feedback from customers, providers, and other sources (for instance, administrative offices or the police). If we are made aware of potentially unsafe, inappropriate, or fraudulent behavior, we may contact you for clarification and place your account on hold until the matter is resolved.

When Access Can Be Lost

Not following one or more of these guidelines can result in losing access to the platform – either temporarily or permanently. This includes:

• Violations on or off the platform: If your actions – even outside of Helpling – threaten the safety of the community, harm Helpling’s reputation, or break the law, we may take action.
• Serious or repeated issues: Serious breaches (e.g., violence, harassment, sexual misconduct, fraud, or illegal activity) can result in immediate deactivation. Repeated violations or refusal to cooperate during an investigation can also lead to permanent removal.
• Regulatory compliance: If you no longer meet the legal or regulatory requirements to work or book services via Helpling (for example, valid right-to-work documentation for providers), your access may be suspended until compliance is restored.

Right to Appeal

Helpling is committed to ensuring that every voice is heard. If your account is suspended, restricted, or deactivated due to a  breach of the Terms & Conditions, including the Community Guidelines, you have the right to appeal the decision. You can contact Helpling Support with all relevant information, evidence, or context to help us review the situation. Helpling carefully considers each appeal to ensure a fair outcome for everyone. While your appeal is being reviewed, a temporary hold may be placed on your account, and you will be kept informed of the process and next steps. Appeals can be submitted by reaching Helpling Support via phone, email, in-app chat or directly through the “Resolution Center” feature in the Helpling mobile apps.

Our Commitment

We take every report seriously and act with fairness and consistency. Our goal is to protect customers, providers, and the integrity of the platform so that everyone can continue to enjoy a safe and positive experience.

Remember! Availability and Booking Acceptance are key to your success on the Platform

🕒 Why it matters: A smooth and reliable booking process ensures customers get the help they need and providers receive relevant opportunities.

• For Customers:
• • If you no longer need a cleaning, cancel or reschedule in the app as early as possible to allow the provider to take on another booking.
• For Providers:
• • You are free to accept or decline any booking request.
  • If you frequently decline or fail to respond to customer offers in a certain area or at certain times, the system may assume you are not available to take offers and pause your account temporarily – simply update your availability and log back in when you’re ready to work again. Keeping your availability up to date helps you receive the right offers and avoids disruption for customers.