FAQs

Payment FAQs

Why is my payment slower for a job?

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.

Why does it ask for bank or identity verification?

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.

What is a dispute?

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.

Job FAQs

Who should I contact in case of a safety emergency?

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.

What if the Client doesn't want a Job after you’re already on the way?

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.

What if the Client wants to edit or extend a job?

This is your client so of course up to you. 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. However if you want to edit the job, we typically recommend just negotiating on the spot, and having them pay any remaining balance by tipping.

Can I get on a ladder? Handle hazardous materials? What if I don't feel safe doing something?

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.

What if I break something?

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.

What if my Client is being rude/disrespectful or I do not feel safe?

If a Client is being rude or disrespectful, please use your best judgment on how to proceed. If you are uncomfortable for any reason, leave the client's home and let us know. 

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. 

What about leaving early?

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 pros 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.

  • "You paid for the full time and I should stay the full time."
  • "I'd prefer to stay and finish the full time, as there is always more to do."
  • (for cleaning) "If someone in the Army can clean a tiny room for 12 hours, I can clean for 4 hours and still not get it close to perfect."

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) they can just leave a positive review.

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.

Can I be recorded in the home? What do I do with cameras?

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:

  • Video Doorbells - Such as Ring, Nest
  • Video Cameras - Such as Ring, Nest, Dropcam, Baby Monitors
  • Audio Recorders/Microphones - Such as Amazon Echo/Alexa, Google Home

Of course, if you see something you believe to be a legal issue, please let us know.

How can a Client request me for a time I am not available?

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.

What should I do if Clients ask for my personal information?

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 "Take Client Private Fee" for soliciting Clients to break their agreement with us. You or the Client are responsible, see your terms for more details.

How do I resolve a location services error?

You can google your exact phone to determine how to fix any location services errors, but typically fixing errors requires:

  • You give the app permission to access location services
  • Your GPS on your phone is working
  • You have a connection to GPS

Account FAQs

Where do I download the app?

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".

How do I cancel my use of TIDY?

You can Pause yourself anytime in the “Schedule” section.