Expert FAQs

Profiles 

  • Will my Full Name be noted on the Platform? Yes. As you are offering professional services on the Platform, we believe noting your full name is important in instilling confidence for Customers to purchase your service(s) so that Customers can be assured of who they are working with, in addition to being able to confirm your business credentials and insurances.

  • Can I work on the Platform if I am not GST registered? At this stage our platform only facilitates those who are GST registered, and currently all pricing listed on our Platform is inclusive of GST.

  • 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.

  • I have decided I only want to be considered for Short-Term Assignments, but I don’t have an ABN/PI Insurance in place. Is this possible? Absolutely. We are happy to keep you in our “offline” talent database and let you know about any opportunities that may arise; in which case you would be hired directly by the Customer as a fixed term employee. You must have an ABN/PI Insurance to work on the Platform.

Listings

  • Can I offer services in 15 min or 30 min blocks? The Platform functionality currently allows you to offer packages up to 1 hour (60 minutes). However, we are working on expanding our tech build to enable shorter time booking time slots (15/30 min) moving forward.

  • My service package (Listing) doesn’t neatly fit into the categories/subcategories listed, what do I do? We have tried to ensure the categories and subcategories are broad enough to cover as many Listing types as possible. However, if you think a key category and subcategory is missing from the list available, please do send a note to the Team at hello@workchapters.co to discuss.

  • Can I offer the same Listing as another Expert(s)? Absolutely. You can have multiple Experts offering like or similar Listings. No two Expert profiles are the same, background/experience/location will vary and so will rates and pricing. This offers Customers the ability of choice based on their needs, and they can request the Experts package which best aligns with these.

  • A Customer would like me to join their business for a Short-Term Assignment for 6 months – Should I do this through the Platform? In our experience, where clients require a longer-term people solution, they typically want a bit more human interaction and support, and this very much aligns with our ‘human first’ value. We recommend Short Term Assignment requests for more than 4 weeks be managed via our Concierge Service. Email the Team at concierge@workchapters.co to discuss.

  • I would like to offer a monthly subscription package for Customers (for example, 10 hours consulting per month). How do I do this? Monthly subscription packages are a great way to offer support to Customers and build rapport on an ongoing basis, while having the continuity of revenue month on month. You can offer monthly subscription packages as a Micro-Consulting Package on the Platform, but the functionality currently does not allow payment to be set on a recurring basis. We recommend you set it as a monthly, one-off fee through the Platform, with the ability for the Customer to pay this month-to-month. Discuss the best solution for you and your Customer and feel free to reach out to the Concierge Team to discuss how it could be structured at concierge@workchapters.co.

  • I am going on holiday and want to be unavailable for my Listing(s). What do I do? Want to be offline for a period of time? No problem at all. Simply click into the relevant Listing in the navigation panel and select ‘Close Listing’. When you are back online, you can select ‘Reopen Listing’. It's that easy!

  • I would like to include videoconferencing as a form of communication in a Listing, can I do this through the Platform? You will need you own Zoom (or like) account if you would like to offer videoconferencing to Customers as a form of communication to complete your service. We are looking at integrating video calls automatically as part of our ongoing tech build.

  • The Customer has requested my Listing and included a note, outlining their need which I am unable to fulfil. What do I do? If you cannot fulfil a Listing request, you can simply Decline the booking request when the request comes into your inbox on the Platform. From a customer experience standpoint, we recommend you send them a message as to why you are unable to fulfil their request and consider if there is another Expert on the Platform you could refer them to for this need.

  • Can I sell template policies and employment contracts via the Platform? You can have template documents for purchase on the Platform however the actual template document will need to be sent to the Customer (for download) via DropBox, Google Docs or the like.

Payments

  • The scope of the Customer’s work has changed/increased. Should I charge them more? Once your Listing has been purchased via the Platform, if the nature of the Customer’s need extends past the scope of the offering within the Listing or they change, you will need to discuss this with them directly and decide the best way forward. If it is a matter of a slight change in the need, you may be able to still offer this within the listing for the same fixed price. However, where the work involved is more extensive, this may need to be addressed via an additional Customised Solution for that Customer. You would simply create a listing in ‘Customised Solutions’ for the additional dollar amount the Customer needs to purchase (e.g. $500 add-on package, $1000 add-on package etc).

  • The Customer or I need to cancel a Booking, how do we do this? Detail on Cancellation of Bookings (meaning where a Customer has requested a booking and the Expert has accepted it) is outlined our Trust and Safety – Cancellation + Refund Policy and our Terms + Conditions.

  • The Customer would like to work with me 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.

Disputes

  • A Customer is disputing the work (or part of the work) I have performed in the Listing. What do I do? Disputes and how to deal with these are addressed in 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 Terms + Conditions? Email the Team at hello@workchapters.co.