Frequently Asked Questions | HelperGen Help Center
Find answers to common questions about HelperGen—job posting, payments, provider verification, account management, and more. Browse our Help Center.
Find quick answers to common questions about HelperGen's platform, services, and policies.
Service Provider - Finding & Winning Jobs
- Best Practices for a Winning Application
Your application message is your first impression. A thoughtful, professional message is the key to standing out and getting hired.
Here are the essential elements for a winning application:
Personalize your message: Show the client you've read their post carefully by mentioning their specific task.
Highlight your relevant skills: Briefly explain why you are the right person for the job.
Reassure them of your professionalism: Mention your commitment to being on time and doing quality work.
End with a call to action: Encourage them to view your profile to see your proven track record.
Example of a Strong Application
Let's say the job post is: "Need assistance with mounting a 65-inch TV on a drywall wall and assembling a new coffee table."
Here is an example of a great application message:
Hi [Client's Name],
I would be happy to assist you with mounting your new TV and assembling the coffee table.
I have mounted dozens of TVs and have all the necessary tools, including a stud finder and level, to ensure the job is done securely and perfectly straight. I'm also very experienced with furniture assembly and can have your new coffee table built quickly and correctly.
I am punctual, professional, and will be sure to clean up the work area afterward. Please feel free to look at my profile for my 5-star ratings on similar jobs.
I look forward to hearing from you.
For Service Providers.
- How to Browse and Apply for Jobs
HelperGen offers two powerful ways to find your next job: our intelligent Smart Matching system and the traditional Find Jobs board.
Option 1: Use Smart Matching
Let our AI do the work for you. Smart Matching analyzes your skills, location, and preferences to present you with a personalized list of jobs that are a great fit.
How it works:
Navigate to the "Smart Matching" tab in your dashboard.
You will see a list of jobs curated specifically for you.
You can use the filters to adjust the results, such as setting a Minimum Match Score or changing the Maximum Distance.
Option 2: Use the Find Jobs Board
If you prefer to browse all available opportunities, the Find Jobs board gives you full control.
How it works:
Navigate to the "Find Jobs" tab in your dashboard.
Use the comprehensive filters to narrow your search. You can filter by:
Job Type (e.g., Cleaning, Moving & Delivery)
Keyword Search
Minimum Budget and Date Range
Maximum Distance
You can also sort jobs by Newest First or show Urgent Jobs Only.
The Application Process (For Both Methods)
Once you find a job you're interested in, the application process is the same:
Review the Details: Click on the job to read the full description, review the budget, and understand the client's needs.
Apply: When you're ready, click the "Apply" button. Please note that applying for some jobs may require Gen Points.
Write a Professional Message: This is your chance to stand out. Write a brief, personalized message that introduces you and explains why you are the best person for that specific job.
For Service Providers.
- What Are Gen Points and How Do They Work for Job Leads?
Gen Points are the credits you use to apply for jobs on HelperGen. Think of them as your key to accessing valuable job opportunities.
How They Work (The "Reserve and Deduct" System):
When You Apply: The required Gen Points for a job are "Reserved" from your balance. They are held, not spent.
If You Get Hired: Once you and the Job Poster sign the agreement, the reserved points are permanently deducted.
If You Don't Get Hired: If someone else is hired or the job is cancelled, the reserved points are fully returned to your account.
This fair system ensures you only use points for jobs you actually win.
How to Get Gen Points:
All new providers receive a free welcome bonus of Gen Points. You can purchase more at a discount in the "Bundles & Gen Points" section of your dashboard.For Service Providers.
Service Provider - Getting Started
- Creating a Professional Provider Profile
Your HelperGen profile is your most important business tool. Think of it as your digital storefront. A complete and compelling profile doesn't just list what you do; it convinces clients that you are the best person for the job.
Here’s how to build a profile that wins jobs:
1. Use a Clear, Friendly Headshot
Your photo is the first thing a client sees. It should be professional and approachable.
Good Example: A clear photo of you smiling, looking directly at the camera, with a simple background.
Bad Example: A photo that is blurry, dark, a picture of your pet, or a group shot where it's unclear who you are.
2. Write a Detailed and Persuasive Bio
This is your chance to sell your skills and reliability. Don't just list tasks; explain the value you provide.
Weak Bio: "I do cleaning and yard work. I am reliable."
Strong Bio Example: "With over 5 years of experience in property maintenance, I specialize in helping homeowners keep their spaces clean and beautiful. I pride myself on my attention to detail, whether it's ensuring a spotless, streak-free window cleaning or creating perfectly manicured garden edges. Clients trust me because I am punctual, professional, and treat every home as if it were my own."
3. Clearly Define Your Services and Rates
Make it easy for clients to understand what you offer. Be specific.
Vague Service: "Handyman Services"
Specific Service Examples:
"Minor Drywall Repair (patching holes up to 6 inches)"
"Furniture Assembly (IKEA, Wayfair, etc.)"
"Leaky Faucet and Sink Repair"
4. Upload a High-Quality Portfolio
Photos are the most powerful way to prove the quality of your work. Your portfolio should showcase your best results.
What to upload: Clear, well-lit photos of your completed projects. "Before and After" shots are especially effective.
Example for a Painter:
Photo 1 (Before): A living room with old, dated paint.
Photo 2 (After): The same room, freshly painted with clean, sharp edges.
Example for an Organizer:
Photo 1 (Before): A cluttered pantry.
Photo 2 (After): The same pantry, neatly organized with labeled bins.
A professional profile takes a little time to set up, but it is the single best investment you can make in growing your business on HelperGen.
For Service Providers.
- Setting Up Your Stripe Connect Account for Payouts
To get paid for your work on HelperGen, you need to connect your bank account securely through our payment partner, Stripe. This process also completes your mandatory identity verification.
Here are the steps:
- Click on your Profile Picture in the top-right corner and select Profile.
- Scroll down to the PAYMENT section.
- Follow the on-screen instructions to begin. You will be securely redirected to Stripe's website.
- On Stripe's site, enter your banking and personal details as required to link your account.
Once completed, your Stripe account will be connected, and you are all set to receive payouts for your work.
For Service Providers.
- The Verification Process: Stripe Identity & CRC
Building trust is the key to winning jobs on HelperGen. Our two-part verification process is designed to make your profile stand out to clients as professional and reliable.
You will be guided to complete these steps during your initial account registration, but you can also access them at any time from your Profile settings.
Part 1: Stripe Identity Verification (Mandatory)
This step is required for all providers to ensure you can receive payments securely. We use our trusted partner, Stripe, to handle all payments, and verifying your identity is a security requirement to receive payouts.
How to complete this step:
Click on your Profile Picture in the top-right corner and select Profile.
Scroll down to the Payment section.
In this section, follow the on-screen instructions to begin connecting your Stripe account.
You will be securely redirected to Stripe's website to enter your details and upload a photo of your government-issued ID.
Once Stripe confirms your identity, your account will be successfully connected.
Part 2: Criminal Record Check (Optional but Highly Recommended)
This is the most powerful way to boost your credibility and is required to achieve "Recommended Provider" status. Completing a Criminal Record Check (CRC) earns a prominent "CRC Verified" badge on your profile, which can enable you to win more jobs.
How to complete this step:
Click on your Profile Picture in the top-right corner and select Profile.
Scroll down to the Background Checks section.
Here you will see the option for the "Enhanced Canadian Criminal Record Check." You can review what's included, the one-time fee, and the badge you'll receive.
Follow the on-screen prompts to purchase and begin the verification process.
After payment, you will receive a confirmation email from Certn.
Once Certn completes the check (typically within 1-3 business days), the "CRC Verified" badge will automatically appear on your public profile.
Important Note: The badge is valid for 12 months and will require annual renewal to maintain your verified status.
For Service Providers.
- How can local pros find clients on HelperGen?
HelperGen connects local pros with clients looking for services in their area. Create a free provider profile, list your skills and services, and receive AI-powered job matches based on your location and the work you offer.
Review job details, choose the jobs that fit your availability, and agree on the scope and price before starting. You set your rates and decide which opportunities to pursue.
- What services can local pros offer on HelperGen?
Local pros can offer a wide range of services on HelperGen, including:
- Cleaning and housekeeping
- Handyman work and home repairs
- Lawn care and snow removal
- Moving and delivery
- Pet care and dog walking
- Painting and renovation work
- Furniture assembly
- Licensed trades, tutoring, tech support, and more
List the services you are qualified to provide. Jobs that require a licence or certification must be completed by a pro with the appropriate credentials.
- What experience do I need to join HelperGen as a local pro?
You do not need previous experience on HelperGen, but you do need the skills and qualifications to deliver the services you offer. Add your relevant experience, service details, and portfolio photos so clients can understand what you do.
Complete the required identity verification before applying for your first job. For regulated work, make sure you hold the required licence or certification. You choose the jobs that match your skills, experience, and availability.
- Do I have to pay anything to apply for jobs on HelperGen?
Creating a provider profile is free, and applying for jobs uses your Gen Points balance (not cash) — new providers get a welcome bonus of Gen Points to get started.
Before your first job application, HelperGen requires Identity Verification through Stripe Identity, which carries a one-time $4.99 fee. This fee is charged only once per provider, on your first successful verification attempt — if a scan fails, retries are free. After you're verified, applying for future jobs never re-charges this fee.
Job Poster - Payments & Security
- How are Taxes Handled?
On HelperGen, Service Providers are responsible for managing their own taxes. If applicable, they will add taxes (GST/HST/PST) to their service fees when they apply for the job, according to the province.
The price you see in the Digital Agreement before you hire will include any taxes the provider has applied.
For Fixed-Price Jobs: This total is the final amount that will be securely held for the job.
For Hourly Jobs: Please note that this total is an estimate based on the provider's rate and the estimated hours. The final payment will be recalculated after the service is complete based on the actual hours worked.For Job Posters.
- How Our Secure Payment System Works
To protect both you and the provider, we use a secure payment system that acts like an escrow service. This ensures your money is safe and that the provider is guaranteed payment for successfully completed work.
Here’s a step-by-step look at how it works:
Step 1: The Secure Payment Hold
The first step is to place a secure hold on the funds for the job. How we do this depends on the job's start date.
For jobs starting in 5 days or less:
We will immediately place a secure hold on your payment method for the full job amount (the total service fee for fixed-price jobs, or the estimated amount for hourly jobs).For jobs starting in more than 5 days:
To give you flexibility, we don't hold the funds right away. Instead, we will send you an email reminder when the "authorization window" opens (5 days before the service date). You will have until 1 day before the job to authorize the payment hold.
Important: In both cases, this is a hold, not a final charge. The funds are held securely by our payment partner, Stripe, and are not released until the job is complete.
Step 2: Final Payment and Releasing the Funds
The final step happens after the work is done. The process is slightly different for fixed-price and hourly jobs.
For Fixed-Price Jobs:
When the job is completed to your satisfaction, simply give the provider your unique Quick Pay Code.
When the provider enters this code, the exact amount that was held is released to them from the hold.
For Hourly Jobs:
After the job, the provider will submit the actual hours worked into the system.
The total payment amount will be automatically recalculated based on these actual hours.
You will be shown this final, recalculated total for your review.
Once you confirm the amount is correct, you provide the Quick Pay Code to the provider to release the final payment.
The Quick Pay Code gives you the final say, ensuring you are always in control and only pay for work that has been completed to your satisfaction.
For Job Posters.
- Understanding the Cancellation Policy for Job Posters
We understand plans can change. If you need to cancel:
More than 24 hours before the job: You can cancel with no penalty.
Within 24 hours of the job: A cancellation fee of 30% of the service cost is charged. This is done to fairly compensate the provider for their reserved time and lost opportunity.
Mutual Agreement: If you and the provider both agree to cancel, this fee is waived, even if it's within 24 hours.
For Job Posters.
- What is a Quick Pay Code and How Do I Use It?
A Quick Pay Code is a unique, secure code generated for each job. It is your key to confirming a job is complete and releasing the payment.
Where to find it: You can find the code on your job post page, right in the section for the provider you hired. It becomes available as soon as you officially hire the provider.
How to use it: When the provider has finished the job to your satisfaction, simply share the code with them. They will enter it on their end to finalize the payment.
Important: Only share the code when you are 100% satisfied with the completed work. Releasing the payment is an irreversible action.
For Job Posters.
Service Provider - Getting Paid
- How Payouts Work: Timelines and Process
Getting your earnings is an automated and secure process.
Job Completion: The client provides you with the Quick Pay Code, and you enter it to finalize the job.
Processing: The client's payment is processed, and our platform fee is deducted.
Payout: The remaining funds are automatically sent to your connected Stripe account. Payouts are typically processed within 2–7 business days, depending on your bank.
For Service Providers.
- How Platform Fees and Commissions Work
Our goal is to only make money when you do.
Platform fee: We charge a standard 13% platform fee on the final service amount (excluding tips). This fee funds platform security and improvements, customer support, dispute resolution, and marketing that brings you more job opportunities.
Stripe processing: Stripe's estimated card processing fee of 2.9% + $0.30 is added separately. Applicable tax is calculated on the combined platform and processing fees.
Gold Helper incentive: Gold Helpers receive a reduced 10% platform fee. The Stripe estimate remains separate unless a promotional rate explicitly says it is bundled.
For Service Providers.
- How Tips are Handled
The job poster may wish to offer a tip as a thank you for excellent service.
Please be aware that the HelperGen platform does not have a built-in feature for adding tips to the final payment.
All tips are arranged and handled directly between you and the job poster, outside of our secure payment system (for example, in cash). Because tips are handled offline, they are not part of the job's official payment and are not subject to any platform fees.
For Service Providers.
- How much can local pros earn on HelperGen?
Earnings depend on the services you offer, local demand, your rates, and the jobs you complete. You set your own rates and agree on the price with each client before the work begins.
Build a clear profile, respond to relevant local jobs, and deliver consistent service to grow your client base. Review the applicable platform fees before accepting a job and use your earnings dashboard to track completed work and payouts.
Job Poster - Getting Started
- How to Create Your HelperGen Account
Creating your account is quick and easy.
1. Click the "Register" button on the top right of the homepage.
2. Fill in your name, email address, and create a secure password.
3. We’ll send a verification code to your email. Copy the code and paste it on the account creation page to confirm your account.
That's it! You're now ready to find the right pro for your needs.For Job Posters.
- How to Post Your First Job
Creating and refining a job with Gen AI and publishing a public job are free. No Gen Points are charged for AI messages, voice input or Gen Lightning Mode.
Free AI use has a daily allowance that resets at midnight in Winnipeg. If you reach it, Manual Mode remains free. For family-managed jobs, the job owner's allowance applies.
Optional private jobs have a separate, non-refundable Gen Point charge, shown before confirmation. It applies each time you publish as private or change a public job to private. Invitations and optional category notifications are included.
Posting a job on HelperGen is designed to be simple.
1. Start Your Job Post
Click the "Create New Job" button on your dashboard to open a chat with Gen, your AI assistant.2. Choose Your Method
You have three easy options:A) Use Gen
Simply type or speak your request in the chat. Gen will guide you through the details like the budget and schedule.B) Use Gen Lightning
Provide a brief one-sentence description or a single voice note of your task. Gen Lightning will instantly generate a complete, structured job draft for you to review, bypassing the back-and-forth conversation. This is the fastest way to post when you are on the go.C) Use Manual Mode
Click the "Manual Create" button at the top right of the page, then fill out the form step-by-step.
3. Add Photos (Important)
We highly recommend uploading pictures of the job. Photos enable providers to give accurate quotes and can serve as proof of work if a dispute occurs.4. Review & Publish
Double-check the final summary of your job post. When ready, click "Publish" to publish your public job for free. If you choose private visibility, the displayed Gen Point charge applies.For Job Posters.
- Understanding HelperGen's Safety Features
Your safety and peace of mind are our top priorities. Here are the key features that protect you:
- Stripe Identity Verification: All Service Providers must pass a mandatory identity check through our secure payment partner, Stripe, before they can work on the platform.
- Optional CRC Screened Badge: For an extra layer of confidence, you can look for providers who have a "CRC Screened" badge, indicating they have voluntarily completed a Criminal Record Check.
- Secure Payments: We hold your payment securely and only release it to the provider after you confirm the job is done.
- Transparent Reviews: You can read authentic reviews from other users to enable you to choose the best provider for your needs.
For Job Posters.
- What is the AI Job Assistant (Gen)
Creating and refining a job with Gen AI and publishing a public job are free. No Gen Points are charged for AI messages, voice input or Gen Lightning Mode.
Free AI use has a daily allowance that resets at midnight in Winnipeg. If you reach it, Manual Mode remains free. For family-managed jobs, the job owner's allowance applies.
Optional private jobs have a separate, non-refundable Gen Point charge, shown before confirmation. It applies each time you publish as private or change a public job to private. Invitations and optional category notifications are included.
Gen is our smart AI assistant designed to enable you to create a perfect job post in seconds. Gen helps in two powerful ways:
1. Gen Lightning Mode (The Fastest Way)
- Simply tell Gen the service you need, like "Lawn Mowing" or "Assistance with Moving a Couch."
- Gen will instantly draft a complete, detailed job post for you. You can then review and edit any details before publishing.
2. Standard Conversational Mode
- Have a step-by-step conversation with Gen.
- Just type or speak your request, and Gen will ask you questions to gather all the necessary information for your job post.
Using Gen Is Free
- Using Gen to create or refine a job is free and does not use Gen Points.
- To get you started, all new accounts are credited with free Gen Points.
Remember: Manual Mode is Always Free
Using Gen is completely optional. You can always choose "Manual Create" to post a job for free without using any Gen Points.
For Job Posters.
Account Management
- How to Delete Your Account
If you wish to close your HelperGen account, you can do so from your Profile settings. Please read the following instructions and consequences carefully, as this action is permanent.
How to Initiate Account Deletion
Click on your Profile Picture in the top-right corner of the page and select Profile.
Scroll to the very bottom of the page to find the "Delete Account" section.
Click the button to begin the deletion process.
Important: Why Account Deletion Might Be Blocked
For the safety and integrity of our platform, you cannot delete your account if you have ongoing commitments. The system will automatically block the deletion if you have any active service contracts or pending job applications. You must first complete or cancel all active service commitments before proceeding.
Consequences of Deleting Your Account
Your account will be permanently closed. You will no longer be able to log in, and your public profile will be removed. This action cannot be undone.
Your sensitive payment information will be immediately and permanently deleted.
Other account information (such as your name, contact details, and job history) will be securely archived for a limited period as required for legal, tax, and safety compliance. This data is not publicly accessible and will be permanently deleted once the mandatory retention period expires.
For Job Posters and Service Providers.
- How to Reset Your Password
1. Go to the Correct Sign-In Page
Start at the Sign In page.
Use the link at the bottom of the form (e.g., "Sign in as a job poster" or "Sign in as a service provider") to ensure you are on the correct page for your account type.
2. Enter Your Email Address
Type in the email address associated with your HelperGen account.
Click the "Next" button.
3. Request the Reset Link
On the next screen, where it would normally ask for your password, click the "Forgot Password?" link.
Enter your email address and we'll send you a verification code to reset your password.
For Job Posters and Service Providers.
- Updating Your Profile Information
You can update your personal details, such as your name, email, and address, at any time from your Profile page.
Here’s how to do it:
Click on your Profile Picture in the top-right corner of the page and select Profile.
On your Profile page, find the section you wish to update and make your changes.
Important: Remember to Save Your Changes
After you finish making edits within a section, you must click the "Save" button for that specific section. Your changes will not be saved until you do so.
For Job Posters and Service Providers.
Service Provider - Policies & Performance
- How to Earn Tiered Badges (Bronze, Silver, Gold)
Earning Tiered Badges is the best way to showcase your experience, build client trust, and win more jobs. As you move up the tiers, your profile becomes more prominent, and you unlock valuable rewards.
The process is automatic. As soon as you meet all the criteria for a tier, the new badge will be awarded and displayed on your profile.
Here is the clear path to advancing through the tiers:
Bronze Helper: Your First Step to Success
This badge shows clients that you are a committed and high-quality provider.
To earn the Bronze Helper badge, you must:
Complete 10 or more jobs.
Maintain a 4.5+ star average rating.
Maintain no active strikes on your account.
Silver Helper: Showcasing Experience & Reliability
The Silver badge signals that you are an experienced and highly reliable professional.
To earn the Silver Helper badge, you must:
Complete 30 or more jobs.
Maintain a 4.7+ star average rating.
Maintain fewer than 2 active strikes on your account.
Gold Helper: The Top Tier of Providers
This is our highest tier, recognizing the most dedicated, experienced, and trustworthy providers on the platform.
To earn the Gold Helper badge, you must:
Complete 75 or more jobs.
Maintain a 4.8+ star average rating.
Maintain fewer than 3 active strikes on your account.
Maintain a provider-initiated Cancellation Rate of less than 5%.
⭐ Gold Helper Reward: As a reward for reaching this top tier, you will also receive a reduced platform fee of just 10% on your jobs
For Service Providers.
- Understanding the Cancellation Policy for Providers
This policy outlines the process for cancelling a confirmed job. Our goal is to be fair to both you and the Job Poster.
The Key Factor: Mutual Agreement
If you and the Job-Poster mutually agree to cancel through the HelperGen platform, there are no penalties. This is always the best first step if your plans change.
If You Cancel Without Mutual Agreement
If you cancel a job without the Job-Poster's agreement, the outcome depends on the timing:
Cancellation MORE than 24 hours before the service:
A strike will be added to your account.
Cancellation WITHIN 24 hours of the service:
A strike will be added to your account.
A "Late Cancellation" badge will appear on your public profile for 14 days.
Important Note on Gen Points:
Once you are officially hired for a job, the Gen Points used to apply are considered successfully spent and are non-refundable, regardless of whether the job is completed or cancelled.For Service Providers.
- Understanding the Provider Strike System
To maintain a reliable and professional community, HelperGen uses a strike system. This system is designed to be a fair and transparent way to track accountability for all providers.
The Most Important Rule: Gen Points are Final
Once a Job Poster hires you and the Digital Agreement is signed, the Gen Points you used to apply for that job are permanently deducted. They will not be refunded for any reason, including a mutual cancellation. This is because the points were successfully used to win you the job.
How You Receive a Strike
A strike is given when you, the Service Provider, cancel a confirmed job without the mutual agreement of the Job Poster.
The consequences depend on the timing of the cancellation:
If you cancel MORE than 24 hours before the service:
You will receive one (1) strike.
If you cancel WITHIN 24 hours of the service:
You will receive one (1) strike.
A "Late Cancellation" badge will appear on your public profile for 14 days.
The "Mutual Agreement" Exception (How to Avoid Penalties)
We understand that plans can change. If you and the Job Poster both agree to cancel, the penalties (strike and badge) will be waived. To ensure this is processed correctly, the cancellation must be mutually agreed upon through the HelperGen platform.
Accumulating Strikes and Account Status
Your strike count is a key factor in your account's standing.
Consequences: Accumulating a total of six (6) strikes within any single rolling 12-month period will result in your account being reviewed by our team for permanent removal from the HelperGen platform.
How to Track Your Strikes
Strikes are not visible to the public. You can monitor your current strike count at any time by visiting the "Provider Strikes" section within your profile settings.
For Service Providers.
Job Poster - Managing Your Account
- How to Leave a Review for a Provider
Your feedback is incredibly valuable. It helps providers build their reputation and helps other job posters make informed decisions.
Here’s how to leave a review after a job is completed and paid for:
1. Find Your Completed Job
From your dashboard, navigate to the "All Jobs" section.
Find and click on the specific job you wish to review (it will be marked as "Completed"). Select "View Details".
2. Locate the "Leave a Review" Section
On the job's page, a "Leave a Review" section will now be available.
3. Provide Your Feedback
Select an Overall Rating from one to five stars.
Write your honest and fair comments in the "Your Feedback" box.
4. Publish Your Review
Click the "Submit Review" button to publish your feedback.
For Job Posters.
- Using the Family Collaboration System
You can invite trusted family members to your HelperGen account to manage jobs and services. It's a great way to keep everyone in the loop.
Here’s how to send an invitation:
1. Go to Family Management
Click on your Profile name in the top-right corner of the page.
Select Family Members from the dropdown menu.
2. Start the Invitation
On the Family Management page, click the orange Invite Member button.
3. Fill in the Details
Enter your family member's Email Address. The phone number is optional.
4. Set Permissions
You must choose a permission level for the new member:
View Access: (Read-only) Lets them see jobs and messages but not make any changes.
Full Helper: Lets them post jobs, manage payments, and communicate with providers.
5. Send the Invitation
Read and accept the Family Invitation Send Agreement.
Click the Send Invitation button to finish.
Your family member will then receive an email invitation to join. Their status will show as "Pending" until they accept.
For Job Posters.
- What to Do if There's an Issue (Disputes)
Our goal is to ensure every job is completed successfully. However, if a disagreement arises about a completed service, here is the process for both Job Posters and Service Providers.
The First and Most Important Step: Communication
Before any formal action is taken, both parties should first attempt to resolve the issue directly through HelperGen's messaging system. Open and clear communication is the fastest way to find a fair solution.
For the Job Poster: Your Control
If you are unsatisfied with the service, do not share the Quick Pay Code. The code is your final approval, and withholding it is the first step in signalling an issue.
For the Service Provider: Initiating a Formal Dispute
If you have completed the job but cannot resolve the issue with the Job Poster and they refuse to provide the Quick Pay Code, you can initiate a formal Offline Dispute.
The Offline Dispute Process:
Provider Initiates Dispute: The Service Provider starts the process from their job dashboard.
Payment Hold is Released: As a neutral action, the payment hold on the Job Poster's card is immediately released. The funds are returned to the Job Poster while the dispute is processed.
72-Hour Resolution Window: The Job Poster is notified and given a 72-hour window to voluntarily complete the payment if the issue has been resolved.
Evidence Package is Provided: If the payment is not made within 72 hours, the job status is frozen. HelperGen will then provide an "evidence package" (containing platform messages and job details) to both parties.
Offline Resolution: At this stage, HelperGen's direct involvement ends. Both parties are encouraged to use the evidence package to resolve the matter through their own channels.
Please Note: HelperGen acts as a facilitator but is not a mediator or arbiter in these disputes. The platform provides the tools and records to enable you to reach a fair outcome on your own.
For Job Posters and Service Providers.
Trust & Safety
- How to Report a User or a Job
1. Find the Report Flag:
Navigate to the job post you wish to report.
Click the small red flag icon (⚐), usually located in the top-right corner of the job post.
2. Fill Out the "Report Job" Form:
A pop-up window will appear. First, confirm you are reporting the correct job by reviewing the Job Details at the top.
Select the "What type of issue are you reporting?" that best fits the situation (e.g., Scam, Fake Job, Inappropriate Content).
In the "Please describe the issue in detail" box, provide a clear and factual summary of why you are reporting the job. Be as specific as possible.
(Optional) You can strengthen your report by uploading Evidence, such as a screenshot.
3. Submit Your Report:
You can choose to "Submit anonymously" by checking the box.
Click the "Submit Report" button to send it to our team for investigation.
What Happens After You Submit a Report?
Our dedicated Trust & Safety team will conduct a thorough investigation. Based on the findings, we will take appropriate action, which can range from a formal warning to permanently removing the user or job from the platform. For privacy reasons, we may not be able to share the specific outcome with you, but please be assured that we take every report seriously.
For Job Posters and Service Providers.
- List of Prohibited Services
To ensure the safety, legality, and integrity of the HelperGen community, certain services are strictly prohibited. Posting or performing any of the following services will result in the content being removed and may lead to a permanent account suspension.
This list provides key examples, but it is not exhaustive. As a guiding principle, any service that is illegal, inherently unsafe, requires a specialized license we don't verify, or violates the spirit of our Community Guidelines is not permitted. HelperGen reserves the final right to determine what is appropriate for the platform and may remove any job post at our sole discretion.
1. Illegal Activities & Highly Regulated Items
Any service or activity that is illegal under local or national law.
The sale, delivery, or handling of drugs, alcohol, tobacco, or any controlled substances.
The sale, delivery, or handling of any weapons, ammunition, or explosives.
2. Licensed Professional Services
Services that require a specific professional license or certification that HelperGen does not verify, including but not limited to:Medical Services: Any form of diagnosis, treatment, or medical advice. This includes elder care that requires medical training (e.g., administering medication, wound care).
Legal Services: Providing legal advice, representation, or notarization services.
Financial Services: Providing financial or investment advice, tax preparation, or money lending.
Therapeutic Services: Any form of counselling, therapy, or life coaching.
Highly Skilled Trades: Major plumbing, electrical, or gas work that requires a specific trade license by law.
3. Inherently Dangerous or High-Risk Activities
Handling of hazardous materials (e.g., asbestos, biological waste, chemicals).
Services requiring the provider to operate heavy machinery for which they are not certified.
Any task that poses a significant, immediate risk of serious injury.
4. Financial Transactions
Cashing checks, money transfers, or handling large sums of cash.
Any tasks related to bill or debt collection.
5. Inappropriate or Personal Services
Any form of adult entertainment, explicit content, or sexual services.
Dating, escort, or personal companionship services.
Impersonating another individual for any purpose.
For Job Posters and Service Providers.
- Our Community Guidelines
Our Community Guidelines are the foundation of trust on HelperGen. They are a shared set of rules that apply to every user to ensure all interactions are safe, respectful, and reliable. By using the platform, you agree to uphold these standards.
1. Be Respectful
Treat every member of the community with courtesy and professionalism.
Communicate Clearly and Politely: Use respectful language in all your messages and interactions.
Respect Privacy: Do not ask for or share personal contact information (like phone numbers or private emails) until a job is officially booked. Never share another user's private information with anyone else.
Zero Tolerance for Abuse: Harassment, discrimination, hate speech, threats, or any form of abusive behaviour will not be tolerated and can lead to immediate and permanent account removal.
2. Be Honest
Your profile and job posts must be truthful and accurate. Honesty is the key to a successful match.
For Job Posters:
Accurately Describe the Job: Be clear about the scope of work. For example, if you need a "deep clean" that requires cleaning inside appliances, don't post it as a "light tidy-up."
Avoid "Scope Creep": Do not ask a provider to do extra work that was not included in the original, agreed-upon job description. A new task requires a new job post.
For Service Providers:
Represent Your Skills Truthfully: Only apply for jobs you are qualified and equipped to do.
Use an Authentic Profile: Your profile picture must be a clear photo of you. Do not misrepresent your identity, skills, or experience.
Keep it On-Platform: To ensure you are protected by our secure payment system and to maintain a clear record, all job-related payments and communications must be kept on the HelperGen platform.
3. Be Reliable
When you make a commitment on HelperGen, you are expected to honour it.
For Job Posters:
Be Available and Prepared: Be present at the agreed-upon time and provide any necessary access or information the provider needs to do their job.
Release Payment Promptly: Once a job is completed to your satisfaction, provide the Quick Pay Code in a timely manner.
For Service Providers:
Arrive On Time and Prepared: Show up at the scheduled time with the necessary tools and supplies to complete the job.
Complete the Agreed-Upon Work: Fulfill all tasks as outlined in the Digital Agreement to the best of your ability.
Communicate Delays: If you are running late, send a courtesy message to the Job Poster to keep them informed. This simple act builds tremendous trust.
Consequences for Violations
Violating these guidelines can result in actions ranging from a formal warning or a strike on your account to a permanent suspension from the HelperGen platform, depending on the severity of the offence.
For Job Posters and Service Providers.
Job Poster - Hiring a Provider
- How to Review Provider Profiles
When you receive applications, take a moment to review each provider's profile. Look for:
- Profile Photo and Bio: Get a feel for their personality and experience.
- Portfolio/Past Work: See examples of their completed jobs.
- Star Rating and Reviews: Read what previous clients have said about their work and reliability.
- Tier & CRC Badges: Look for badges like "Silver Helper" or "CRC Screened" which indicate experience and an extra layer of verification.
For Job Posters.
- Sending a Job Offer and the Digital Agreement
After providers apply for your job, you can review their offers and hire the best person for the task. Here’s how:
1. Choose Your Provider
Go to your active job post page. You will see a list of all the providers who have applied.
Select the provider you are interested in hiring from the list.
2. Review the Digital Agreement
On their application, click the "View Agreement" button.
The system generates a Service Agreement for each application. Carefully review all the job details, the provider's proposed price, and our platform policies. This agreement acts as a simple contract between you both.
3. Accept and Hire
If you are happy with all the terms, check the box to confirm you accept the agreement.
Click the final "Hire Provider" button to finalize the booking.
The job is now officially booked! The provider will be notified, and we will place a secure hold on the payment until the job is completed.
For Job Posters.
- Understanding Tiered Badges (Bronze, Silver, Gold)
Tiered Badges are a quick way to see a provider's experience and reliability on HelperGen. They are earned by completing jobs and maintaining high standards.
Bronze Helper: A great start! These providers have demonstrated their commitment and quality by meeting these standards:
10+ Completed Jobs
4.5+ Star Average Rating
No active strikes on their account
Silver Helper: Highly experienced and reliable providers who have achieved a higher level of service:
30+ Completed Jobs
4.7+ Star Average Rating
Excellent reliability (fewer than 2 active strikes)
Gold Helper: Our top-tier providers, recognized for their exceptional service, experience, and reliability:
75+ Completed Jobs
4.8+ Star Average Rating
Top-tier reliability (fewer than 3 active strikes)
Extremely low cancellation rate (less than 5%)
For Job Posters.
- What is a "CRC Screened" Badge?
The "CRC Screened" badge provides an additional layer of trust. It means the Service Provider has voluntarily paid for and passed a comprehensive Criminal Record Check through our trusted third-party partner, Certn. While all providers undergo identity verification, choosing one with this badge offers extra peace of mind.
For Job Posters.
Service Provider - Growing Your Business
- Tips for Getting 5-Star Reviews
Great reviews are the most powerful tool for growing your business on HelperGen. They build client trust, enable you to win more job invitations, and are a key factor in earning tier badges.
Here is a simple playbook to enable you to earn a 5-star review on every job.
1. Before the Job: Set the Stage for Success
Professionalism starts before you even arrive. A simple confirmation message shows you are reliable and organized.
Pro Tip: The day before the job, send a brief, professional message through the platform.
Example: "Hi [Client Name], just confirming our appointment for tomorrow at 10 AM to assist with your move. I'm looking forward to it!"
2. During the Job: Demonstrate Your Professionalism
Clients rate you on more than just the quality of your work. They value professionalism and respect for their home.
Be Punctual: Arrive on time. If you are running even a few minutes late due to traffic, send a quick courtesy message. This shows respect for their time.
Be Respectful of Their Space: Simple gestures make a big difference. Ask where the best place is to put your tools, bring a drop cloth for messy jobs, or wear shoe covers if needed.
Communicate Clearly: Keep the client informed of your progress, especially if you encounter an unexpected issue.
3. After the Job: Exceed Expectations with a Clean Finish
The last five minutes of a job can have the biggest impact. "Exceeding expectations" often just means leaving the space better than you found it.
Pro Tip: Always do a thorough cleanup.
Example for a Handyman: After assembling furniture, offer to break down the cardboard boxes and place them in the recycling.
Example for a Landscaper: After mowing the lawn, sweep any grass clippings off the walkway and driveway.
4. How to Politely Ask for a Review
Many happy clients are simply busy and forget to leave a review. A polite, professional reminder is often all that's needed.
Pro Tip: When the job is complete and the client is happy, make the request in person.
Example Wording: "Thank you again for the opportunity to assist today. If you were happy with my work, a review on HelperGen would be a real boost for my business. I really appreciate it!"
For Service Providers.
- Understanding Your Performance Analytics
Your Earnings Dashboard is your financial control center on HelperGen. It's a powerful tool designed to give you a clear and detailed view of your business performance, track your growth, and simplify your tax reporting.
How to Access Your Earnings Dashboard
Click on your Profile Picture in the top-right corner of the page.
Select Earnings from the dropdown menu.
Let's walk through the four main sections of your dashboard.
1. The Main Dashboard: Your Financial Overview
This is the first screen you'll see, giving you an at-a-glance summary of your current financial health.
Key Metrics: You'll immediately see your most important numbers:
Total Earned (Net Income): Your total take-home pay after all fees and taxes.
This Month's Earnings: A running total for the current month.
Jobs Done: The number of jobs you've completed.
Avg/Job: The average net earning for each completed job.
Earnings Breakdown: This section provides full transparency, showing your Gross Revenue before deductions, as well as the exact amounts for Platform Fees and Taxes Paid.
2. The "Analytics & Charts" Tab
This section helps you visualize your business trends over time, so you can see what's working best.
Earnings Trend: This chart tracks your income on a monthly basis, helping you see your growth.
Earnings by Job Type: This is a crucial chart. It shows you which of your services are the most profitable, helping you understand where to focus your efforts.
Jobs Completed Over Time: This chart tracks your job volume, showing you your busiest periods.
Job Type Summary: Below the charts, you'll find a detailed breakdown of each service type, showing your total earnings and average pay per job for each category.
3. The "Job Details" Tab
This is your complete, itemized history of every job you've done on HelperGen.
Detailed Breakdown: The table shows every detail for each job, including the gross pay, fees, taxes (GST/PST/HST), and your final net earnings.
Filter Your Earnings: You can filter this list by a specific date range to see your earnings for any period.
Download Your Data:
Download Receipt: You can download an individual receipt for any job.
Download CSV: This powerful feature allows you to export a complete spreadsheet of your job history, perfect for your personal accounting or tax records.
4. The "Tax Summary" Tab
This section is designed to make tax time as simple as possible.
Filter by Tax Period: You can easily select a time period (like "This Year") to see all relevant tax information.
Key Tax Totals: The summary shows your total Taxable Income (Gross Revenue), the Total Tax Paid that you collected, and your Net Income.
Tax Breakdown: It provides a clear, separate total for all the GST, PST, and HST you have collected, making it easy to report your taxes accurately.
By using these tools, you can move beyond just completing jobs and start making strategic decisions to grow your business on HelperGen.
For Service Providers.
- What are the Gen Points Premium Features?
Beyond applying for job leads, Gen Points allow you to unlock a suite of optional, professional tools. These premium features are designed to enhance your profile, market your business, and enable you to win more clients.
How to Activate and Manage Your Features
Click on your Profile Picture in the top-right corner and select Profile.
Navigate to the Business Profile section.
The Overview tab will show you all available premium features.
Here, you can learn about each feature and use the "Activate" button to purchase it with your available Gen Points.
Here are the premium features currently available:
1. Custom Handle & QR Code
Cost: 150 Gen Points
What it is: This feature lets you create a personalized, professional URL (your "handle") for your public profile, like helpergen.ca/providers/andys-handyman-service. It also generates a professional QR code that links directly to your profile.
Why it's valuable: A custom handle is easy for clients to remember. You can put the handle and the QR code on business cards, flyers, or social media to drive traffic directly to your HelperGen profile, making it a powerful marketing tool.
2. Job Invitation Widget
Cost: 100 Gen Points per month
What it is: This widget adds a "Send Invitation" button to your public profile, allowing potential clients to invite you to their jobs directly.
Why it's valuable: It creates a direct line for clients who are impressed with your profile to contact you for immediate opportunities, integrating seamlessly with the existing job invitation system.
3. Portfolio Showcase
Cost: 75 Gen Points per month
What it is: This enhances your standard portfolio, allowing you to upload "before/after" photos and add detailed descriptions to your portfolio images.
Why it's valuable: A professional portfolio is the best way to prove the quality of your work. "Before/after" shots provide powerful visual proof of your skills, helping potential clients see the real value and quality of your services.
For Service Providers.
- How can I grow my local service business with HelperGen?
Use HelperGen to showcase your services, connect with local clients, and build your reputation. A complete provider profile makes it easier for clients to understand your experience and choose you for their next job.
- List your services, skills, service area, and availability
- Use AI-powered job matching to find relevant local opportunities
- Show examples of your work in your portfolio
- Build trust through client reviews and clear communication
- Stay in touch with satisfied clients for future jobs
Choose the work that fits your capacity and grow your business at your own pace.