FAQ

FAQ

Registration

Why do you ask me for details of the card, if I do not want to order services only to provide them?

In the interest of the safety of application users, any person who wants to become a service contractor adds a card number to verify identity. We will download 1pln from it, which we will refund you immediately.

Why do we ask you to share your credit card details with HiDone?

Every transaction is happening automatically within HiDone application. Thanks to that you are ensured that you will pay the exact amount that you’ve previously accepted while requesting a service. Concerned about your security and clarity of the in-app-payments we require credit card data before you order your first service. Those data will be used to pay for the services you requested. To verify identity, we will download 1pln from it, which we will refund you immediately.

What is the recommendation code?

RECOMMENDATION CODE gives new users a discount for their first booked service. Using it gives a discount not only for the one who receives it, but it also gives a discount for the next service to a person who recommends our app, by sending it further. RECOMMENDATION CODE can be generated by any user simply by clicking a side menu and choosing INVITE YOUR FRIENDS

Why do we send a verification text message?

Verification text message increases the security and credibility of all our application’s users. In case you didn’t get our verification text message immediately you can click on RESEND VERIFICATION TEXT MESSAGE. Make sure that you’ve typed a correct phone number.

How does the registration process look like?

To register your account you need to open HiDone application and click LOGIN/ REGISTER. On the next screen you can choose the register way that suits you best: via Facebook, via Google or simply by creating a new account. Just click REGISTER. Your next step is to fill in your basic information, such as: name, surname, e-mail address, phone number and date of your birth. Thanks to logging via Facebook or via Google part of your personal data will be filled in automatically (with a possibility of editing it in the future) To use our application you must be over 18 years old.

Profile editing

Can I add more than one credit card?

Profile editing Yes, you can. During the profil editing you can add more than one credit card. You can decide which credit card you are using in the first place. If there is not enough money on this card, our application would then continue its attempts to charge you from the next added cards. The amount will be charged from one card only. Your default credit card can be always changed unless it’s not during a service.

Can I add more than one address?

Yes, you can. For your comfort we decided to give you a chance to add couple of
addresses on which you can order services. When you are not at home or when you
want to order a service for someone else (i.e. your parents or friends), simply
add their address to your list and choose it quickly while searching for a
service. Every address can be named differently (i.e. Home, Parents), to make it
easier for you to differ them from each other.

Requesting a service

Will the service provider be carrying all the tools necessary for the service?

It might be a good idea to talk through the details of the service on our in-app chat, before the execution. Thanks to that you will be able to discuss all the necessary details, such as tools that might be required for the service, before the provider appears at the service spot.

Will I be able to contact with a service provider?

We highly care about the security of communication between our users. That’s why we created an in-app-chat. We strongly recommend the entire communication to be done (=saved) inside our app. That will help us to interfere in disputable situations. To start a conversation with a service provider all you need to do is to click on CHAT icon next to the service in your calendar. Contact with your service provider will be possible since the service is accepted until the service is finalized. After that the entire conversation goes to the archive available in your calendar of finalized services. At any time you can contact HiDone Customer Service - just choose the chat icon from the HELP tab in the side menu.

Why can’t I request a service?

In case of any issues with requesting a service, make sure that:
  1. your account has been registered
  2. your credit card details are filled in correctly
  3. you have paid for your last service
  4. your Internet connection is available
There is a small chance of temporary connection problems with the server or lack of the service providers in your area. You still need some help? Contact us via in-app CHAT!

How does the service requesting look like?

To request a service all you have to do is to choose a category and then to choose a service you want to request. During the next step you will be able to choose a date of the service and, in case of services measured by time and not by the service itself, an ability to estimate time you need for the service to be finalized. Make sure that you chose the right address where you want the service to be provided at. After defining the details of your service you will see a list of service providers that meets your requirements. You can view the name, photo, age, price and ratings of the service providers here. To request a specific service provider all you have to do is to choose his/her profile and click on the BOOK button. Now you have to wait until the service provider accepts your request. If it’s not done within the time you want it to happen, you can cancel the request and search again for another service provider.

Course of service

What should I do if the service provider hasn’t shown up?

If the service should have started according to the time it was booked for and
the service provider hasn’t shown up yet try to contact them via in-app
communicator. The charging will begin only after the service provider has
started it inside HiDone application.
If the service provider does not response, you can cancel the service and inform
us via in-app communicator. You will be offered an immediate search for another
provider of the same service for the same or similar time.
<strong>In case of strong violation of our regulations - use our reclamation
option by contacting us via COMPLAINT option in HELP tab.</strong>
Remember, that you can always contact us using in-app communicator

What should I do if my expectations regarding requested service are different than its outcome?

We value your satisfaction, that’s why you have many tools to inform us about
your opinion.
If your expectations were different than the service outcome you can always rate
the service provider adequately. In case of rating them 1-2 stars you will be
able to send us a commentary with information what went wrong with the service.
If during the service something is not as you have expected it to be, you can
always end the service by yourself.
<strong>In case of strong violation of our regulations - use our reclamation
option by contacting us via COMPLAINT option in HELP tab.</strong>
Remember, that you can always contact us using in-app communicator.

Can I finalize the requested service by myself?

Finalizing the requested service is a service provider’s responsibility. However if for any reason you want to finish the charging time - you are able to do it. In the calendar you have an option of emergency service finalization. The charging will be stopped, and you will only pay the amount of money that has already been charged for the time that service has been done in. The service provider will also stop their work then.

Can a service take longer than initially established?

Period of time, for which you book a service provider is only approximate. It helps providers setting their availability. The exact time of the service charging is a time measured from beginning of the service (within the application) until the acceptance of its finalization. If the service provider has an opportunity to continue the service after previously set time it can always be done.

Why is it important to rate the service?

Rating is crucial for us, as it gives us the ability to verify service and
service provider’s quality. After the service is finalized we kindly ask you to
rate it. First you rate the service overall, then the punctuality and politeness
of the service provider and how well and how fast the service was done.
In case of 1-2 stars rating you will be able to send us a commentary with
information what went wrong with the service.

How does the service process look like?

When you request a service and receive a confirmation from the service provider, all you have to do is to wait for her/him to arrive at the agreed address. Service provider needs to mark the beginning of the service within HiDone application. We will inform you when the charging process begins. You don’t have to do anything else, as the service operating is service provider’s responsibility. After service is finalized service provider confirms that it is over. That immediately marks the end of the charging process. It’s also a moment when you will receive a confirmation with service and charging summary. After that you will be able to rate the quality of the provided service.

Changing the service time

Can I postpone the service?

If you need to postpone the service, you can do it down to 2 hours before it
starts. While doing it you will see a screen with every available hour of the
service provider you have chosen for the next 7 days. You can then choose the
one that suits you best.

Can I cancel the service?

At any moment you can cancel the service. If you do it down to 2 hours before the service starts, there will be no charge for the service. If for any reason you want to cancel the service, that has already started, you are also able to do it.

Payments

What should I do in case of payment issues?

In case of payment issues make sure your credit card data is filled in HiDone app correctly and if you have enough money to pay for the service. If the issues continue contact us via in-app communicator in HELP

How does a payment process look like?

HiDone starts charging you for the service the moment service provider marks service as started. Because we are concerned about the security of both sides there will be a deposit created on your account. It will be cancelled the moment service is finished. After that the full payment will be charged.In case of hourly rate, charging counter is set on 15-minutes intervals.

Am I being charged for using HiDone?

No. Using HiDone is completely free. All you pay is the service done by the provider. HiDone service costs are included within this price.

Formal issues

How to get orders?

We’ll handle it for you. Just make sure you have completed the service provider’s profile (including the current calendar). Pay attention to the quality of services provided to have the best reviews. The higher the rating, the more likely your profile will be chosen from the list of suggested providers. Adding a short description allows you to increase trust among customers and to outline you from other contractors.

Do I have to be an adult to perform services?

Yes, you must be an adult (18+) to be able to perform services and make settlements in the application.

Do I have to sign a contract with HiDone?

You do not enter into any written contract with HiDone. The only form of regulation of cooperation with the HiDone platform is the regulations accepted by you during registration.

Will I have to settle accounts with the tax office?

According to the regulations of HiDone, settlements for income from executed orders is the role of the service provider and should comply with local law. The service settlement process and all formal issues related to its performance are described in the HiDone regulations.

How much can I earn with HiDone?

There is no limit of how much money you can earn by doing services. It all depends on your willingness, time and quality of work. The more orders you take, the more extra money you make.

Registration

When can I start work?

After registration, your application will undergo a verification process, which may take up to 24 hours. When this process is over, you will receive information that you can start earning with HiDone according to the schedule you set.

Why do you ask me for details of the card, if I do not want to order services only to provide them?

In the interest of the safety of application users, any person who wants to become a service contractor adds a card number to verify identity. We will download 1pln from it, which we will refund you immediately.

Why do you ask me to provide my bank account details?

We need your account details in order to send you payments for the services you
have provided. All payments for services are done automatically by the in-app
HiDone Pay service. Up to 24 hours after the service is done the payment is
transfered (working days).

Why do you ask me to complete the calendar?

You choose when you can and want to work. You will receive orders only during the hours of your availability. The more hours you set, the more orders you can receive. You complete the calendar in weekly mode (by default, each week sets the same as the previous one). You can edit it at any time in PROFILE EDITION (Availability).

How does the registration process work?

To be able to earn money with HiDone, you must first create a user account. At the end of registration, all you need to do is choose the option I WANT TO PROVIDE SERVICES and add additional information such as: types of services, rate and days and hours you are willing to work. In the next step, all you have to do is enter your bank account details, for which you will receive a payment for provided services. The last step is your credit card details. In order to verify your identity, we will download charge 1pln from it, which we will be returned to you immediately. All the data will be editable later in YOUR PROFILE. Once your registration has been completed, your application undergoes the verification process. When this process is over, you will receive information that you can start earning with HiDone according to the schedule you set.

Who can become a service provider?

Anyone who wants to earn money by sharing their skills with others can become a service provider with HiDone. You do not even need to run a business. Willingness and a bit of free time will be enough.

Editing a profile

Does the service provider have to set service rates?

Yes. You decide for what amount you perform the service. In order for the amount to be calculated, you must first specify it (during registration or later in the edition of the profile). You determine how much you want to earn for your work. Depending on the type of services, you enter the rate per hour of work or for the entire service. By specifying the amount you want to earn, you also see the amount that will be displayed to the client (includes the HiDone platform service fee).

For what purpose does the service provider add a description?

Adding a short description allows you to increase trust among customers and to differ your person from other contractors. What is more, you can also put here additional information about the details of the services you perform.

Payments

What does the settlement process look like?

The service settlement process and all formal issues related to its performance are described in the HiDone regulations.

When and how will I receive the payment?

The money is sent within 24 hours (on working days) from the service. Payment will be made by bank transfer to the account that was given in your profile. All transactions for services are performed automatically in the application. In the case of problems with payments, please contact us through the internal messenger in the HELP section in the side menu.

Do I pay for accepting orders?

No, the use of the application is free. You also do not incur any costs associated with issuing or accepting orders.

Do I pay for having an account on HiDone?

No. Having an account on HiDone is completely free, regardless of whether you order services or you want to do them.

Course of service

Can I contact the client?

We care about communication security, which is why we have prepared an internal chat for users. We encourage all communication to take place through the HiDone application, thanks to which you will always be able to refer to it in disputable situations. To start a conversation, simply select the CHAT option next to the order in your calendar. Contact with another person will be possible from the acceptance of the service for the entire duration of the service. After the service ends, the conversation is transferred to the archive available from the calendar of previous services. You can also contact HiDone at any time - by selecting the chat option from the HELP in the Side Menu.

What if something goes wrong?

You can always contact us via the internal messenger in the HELP section in the side menu.

Why is it important to evaluate the customer after the service is finished?

We care about the credibility and security of all users. Customer evaluation is an important step in building customer satisfaction for both service providers and customers.

What does the service process look like on the service provider’s side?

You will receive a reminder of the upcoming start time 15 minutes before the start of the service. To facilitate the entire service billing process, you determine when you actually start it and when you finish the service. You can do this even if the actual service starts or ends at a different time than it was booked. The customer will be informed about everything and can also stop the service on demand. Remember - it's your job as a service contractor to mark the beginning and end of the service and on that basis you will be charged.

How do I determine where I do services?

We make sure that the services can be performed quickly, and the time of arrival to the place where the order was carried out was as short as possible. Therefore, the service execution area is associated with your location. Customers search for service providers within 10 km of their chosen address.

Change of service date

Can I postpone the date of the service?

You cannot postpone the service. In the case of a random event that prevents you from performing the service at the set time, you can ask the client to postpone the order. He/she will be able to choose one of your available dates within the next 7 days.

Can I cancel the service?

We understand that there are random situations that may prevent you from doing the service. We have prepared a solution that will allow you to cancel an accepted order. For the sake of comfort and safety of all users, we will ask you for the reason for the cancellation of the service so that you can continue with further orders.