One of the ways we reduce frauds is only processing payments for jobs you record in the system. If you do not do so, your payments are sent slower. Most pros opt to use the app to confirm things and get payouts 1 week faster.
We rely on third parties, including banks, to send payouts to your bank account. Due to banking regulations, most Pros will need to complete “Know Your Customer” (KYC) steps which includes validating your identity and use of the account. We will prompt you in the app when additional information is required for your account.
Clients who dispute your charges or jobs initiate a process. We submit this information to the credit card companies to try and determine the resolution. To reduce disputes, we recommend keeping good scores and providing detailed feedback in response to any disputes. See Disputes for details.
Your safety is our top concern. If you ever feel like you are unsafe, please call 911. After you are safe, if you believe the issue is something we should be aware of, please report the safety issue to us on the job so we can determine the best course of action.
All Clients should receive reminders of their Jobs and should be prepared for the Job. If you speak to the Client and they are unaware or do not want the scheduled Cleaning, please report the issue via your app.
To report a client cancellation (or if they thought they canceled), hit the button "Client Refused Service" in your app.
If you have another job scheduled after a job, you should probably not stay longer than the original because it could make you late for your next job.
The Clients make the decision of how much time to book when they schedule online. If they don't pick the perfect amount of time, there are a few options:
You 100% control what you do in the home. While a client can ask you to do anything (by adding a To-Do for it), that does not mean you have to do it. You can simply tell a client when you are not comfortable performing a task. You may also want to check into what your insurance may or may not cover when deciding what kinds of things to support. For example, you may want to see if you will be covered if you get on a ladder. You are your own boss, and can make the decision best for you.
If a client persists in asking you to do something you don't wish to do, you can block the client and you won't be paired with them again. There are no fees for not performing any of the client's To-Dos for any reason.
If you damage something in the home, use your best judgment with how to deal with any debris or dangerous materials in the moment. Communicate with your Client on best steps to take, and they can submit a damage claim via TIDY if they like.
In lieu of other means of recourse, Clients may opt to use the TIDY Damage Claim Process. The benefit to the TIDY Damage Claim Process for you is that its fast for all parties and free. As we only issue credit to clients for Damage claims, this provides 2 benefits. (1) We believe this reduces the incidence of false claims. (2) We don't make money off these credits, and pass the benefit on to you by increased savings.
See the terms for more details.
If a Client is being rude or disrespectful, please use your best judgment on how to proceed. If you are uncomfortable for any reason, you can leave the client's home and let us know. We do our best to ensure there are no fees for trust or safety-related concerns on TIDY for either party.
If you have a safety concern, definitely leave the situation immediately and dial 911.
If you would like to remove a Client from your schedule, please Block the Client and that will not allow the Client to schedule with you moving forward.
Many jobs are time-based and so you should always expect to stay the full time the Client booked.
Leaving early, or asking to leave early, is always a risk. Since clients pay for a specific length of time, it is rare for them to authorize early departures. Top complaints are leaving early or requesting to leave early. We have never encountered an issue where it was impossible to do more. If you run out of a client's To-Dos, most clients expect you to continue cleaning with your own best judgment. Manage your clients however you like, just be aware of the risks of leaving early. Also, note that many Clients feel uncomfortable asking you to stay the full time they paid for. It’s generally more common for them to later complain. A common mistake Homekeepers make is asking a Client "I think I finished is there anything else?".
If for some reason a Client asks you to leave early, here are some things that Top Pros have said if a client asks you to leave early.
If you and a Client would like to mutually cut a job short AND you would like to be paid the pro-rated amount for that job instead of the full amount (for example, leaving after 90% of the time get paid only 90% of the applicable payment), you can do so by having both parties message us.
Leaving a job prior to 70% of the job without the Client's consent is typically considered by clients a call out or no show.
It is very common for Clients now to have video and audio recorders of some kind in the home. When in someone else's home, you have minimal expectations of privacy. Clients can definitely record you doing work in their homes, including monitoring and tracking where you go, what you do, and how you do it. Most clients who have these devices expect them to stay on, and consider it a violation of a Client's home to deliberately turn off, cover, or mute audio or video recording devices in the home without their consent.
Some audio or video recording devices you may see in the home include:
Of course, there are some exceptions to this in extreme cases, that you will likely never ever see. For example, if you found a video recording device pointed at a toilet in the home, this would be very concerning. If you see a recording device like this, or other recording device that you think is similarly bad, please leave the home, then contact us right away, and we may need to get the police involved for video recordings of this kind. We have never heard of this case, but are aware that there may be exceptions and we want to accommodate.
Yes! Clients can request you for times that you are not available. However, we recommend keeping your schedule up to date as many Clients only want to book with Pros who have confirmed open availability.
A Client may ask for your personal information to reach out to you outside of TIDY. Do so at your own risk. For safety purposes, we recommend limiting any communication that makes you uncomfortable.
If you share your off-platform contact information, and that Client was brought to you by TIDY, then we do assess a "Client Contract Breaking Fee" for soliciting Clients to break their agreement with us. You or the Client are responsible, see your terms for more details.
You can google your exact phone to determine how to fix any location services errors, but typically fixing errors requires:
You can use the app in one of 3 ways, note our app for Pros is called "TIDY for Pros" (in some places "TIDY.com for Pros".
You can Pause yourself anytime in the “Schedule” section.