Customer FAQs
Profiles
When I sign-up to the Platform I am asked for my First/Last and Business Name, do I need to note all details? Yes. The Experts on our Platform are qualified HR professionals and employment lawyers and it is important that they know who they are liaising with on the Customer side and potentially performing services for via the Platform (for example, to ensure there is no client conflict). Further, in order to provide administrative support or in the unlikely event we experience technical issues on the Platform we have sufficient information to contact you.
The system has asked me to input a Username, what do I note? Simply insert your firstnamelastname as your username.
Do I need to insert my Location? Simply insert the post code of your nearest capital city e.g. 2000 for NSW, 3000 for Vic. Whilst most of our Experts advise nationally, it does direct our Experts to your approx. location in instances where state/territory-based advice may be required.
Who is able to create an Expert profile on the Platform? We have a process that we follow which includes speaking to and checking the ID and insurances of anyone interested in joining our Platform. For further information, refer to our Trust and Safety – Minimum Requirements Policy. If you are interested in joining our Platform, please get in touch via hello@workchapters.co.
Confidentiality + Security
My people matter/query is extremely sensitive. When I create a profile, will I be able to be searched upon on the Platform (or will work performed be attributed to my business)? Experts and Customers (Users) both create profiles on the Platform in a similar manner. This is to ensure both parties can effectively utilise the Platform and have the necessary information exchanged to facilitate the transaction(s). However, users on the Platform are only able to be searched upon in the key word search bar (at the top of the Platform) if you are an Expert offering (Open) Listings. This will ensure your anonymity while on the Platform as a Customer (unless of course, you leave a Review for an Expert).
What IT security do you have to ensure the personal data I input onto the Platform is secure? Use of your personal data is subject to our Privacy Policy which can be found on our website.
How much confidential/specific detail should I provide to the Expert via the messaging service on the Platform? When you are liaising with Experts via the direct messaging functionality on the Platform (either pre or post purchasing of the Listing), it is important that you keep the nature of your matter at a high level and avoid using identifying language e.g. employee’s names etc. If the nature of the matter requires the exchange of identifying/confidential information, we recommend this is given via methods such as Dropbox, email or verbally via Zoom/Teams calls. For further information, please refer to our Terms + Conditions.
Services (Listings)
I would like to have an Expert join my business for a 3-6 month period, should I do this through the Platform? In our experience, if a business requires a longer-term people solution; a more tailored approach is required to ensure the process is seamless from start to finish. This very much aligns with our ‘human first’ value. Where you require an Expert on a Short-Term Assignment for more than a 4-week period, we can best support this via our Concierge Service. You can discuss this directly with your Expert or you can email the Team at conceirge@workchapters.co to explore further.
My Booking request has not been accepted by the Expert, why? If an Expert cannot fulfil a Listing, they will ‘reject’ your request. This may be due to an inability to complete the Listing within a required timeframe, or the Expert does not feel they have the requisite skill set/background/expertise to perform the Listing to the standard expected. The Expert can confirm the reasoning with you via our direct messaging functionality and direct you to another Expert on the Platform who could potentially assist. Alternatively, you can also contact our Concierge Service for assistance. Requests are only able to be accepted for 3 days from the time they are made, so we do ask that Experts check their inbox regularly.
Can I post my need on the Platform for Experts to respond to? Our Platform currently only allows Experts to post Listings, for Customers to purchase. However, we are working on expanding our tech build to enable you to post jobs that Experts can quote on. In the meantime, if you do not see a Listing addressing your need, you can contact Experts via the in-built messaging and request Customised Solutions. Still not sure? Our Concierge Team at concierge@workchapters.co will be on-hand to help direct you.
I have purchased a Listing with an Expert, but the scope of my work has now changed/increased. Will I be charged more? It is important you read the full scope of the Listing (including all inclusions/exclusions/timings/delivery method etc) before you make your request from the Expert. Once the Booking Request is accepted by the Expert, if the nature of your need extends past the scope of the offering within the Listing or they change, you will need to discuss this with the Expert directly. Where the change increases complexity of the solution required and/or more time/resources, this may need to be addressed via an additional payment through Customised Solutions.
I would like to work with the Expert directly, off the Platform. Am I able to do this? As a small start-up, we have invested significant time, money and resource in building the tech and providing marketing to facilitate the introductions to work opportunities. We reserve the right to charge our Platform Fees, in accordance with our Terms + Conditions.
I do not have access to a (company/business) credit card, can you send me an invoice instead? The Platform currently only accepts credit card as a form of payment. However, for Short-Term Assignments more than 4 weeks we can work out alternative invoicing payment arrangements.
Will my credit card details be secure? All your payment details will be processed securely by our third-party payment provider, Stripe. For further information about Stripe’s security processes, you can refer to their website: https://stripe.com/au.
How do payments work and how do I make sure the Expert is paid? All payments are processed by our third-party payment processor Stipe. Once a Listing is completed, Customers mark the work as “completed”, or for time-based bookings, payments are released after the scheduled booking time. For further information, refer to our Trust and Safety – Cancellation + Refund Policy.
Cancellations + Refunds
I need to cancel a booked Listing with an Expert. How do I do this? We understand sometimes things change but for our Experts, time is money. In the event you would like to cancel a booked Listing that is time-based (for example, a Sounding Board call), you must give at least 12 hours' notice for any changes or cancellations (you will need to make the Listing as ‘disputed’ in order to stop payment being processed after the scheduled call time), otherwise the full amount of the Booking will be charged. Cancelled bookings will still incur the payment processing fees and any administrative fees we may apply to process any reversals. For further information, refer to our Trust and Safety – Cancellation+ Refund Policy and our Terms + Conditions.
Disputes
I am not satisfied with the work performed in the Listing by the Expert. What is the process? If you are unhappy about any Services that have been provided by an Expert, then in the first instance, you should raise a dispute on the claim for payment by the Expert through the Platform (by marking a payment for that Listing as “disputed” in your Inbox in your User Profile) and then attempt to resolve that dispute with that Expert. For further steps and information, refer to our Trust and Safety – Complaints and Dispute Resolution Policy and our Terms + Conditions.
Other
Have a question that’s not answered above and not covered in the Platform Terms and Conditions? Email the Team at hello@workchapters.co.