How can we help?

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About Partly

What is Partly?

Partly is a mobile platform that helps people to solve their on-demand household tasks by connecting them to trusted service providers.

Download the app and give Partly a chance to make your life better.

What type of tasks can I get done with Partly?

From simple to complicated tasks, currently Partly can help you with handyman, electrical, plumbing, furniture assembly, cleaning and repair tasks.

New categories will be released later on, so use our app and follow our news.

Who is a Service provider?

A Service provider can be a legal or natural person who provide services (does the task) for other people within the Partly community.

If you want to be a Service provider, simply create an account, open Profile menu, click on “Become a Service provider”, fill all the necessary information, attend live training session and start browsing through tasks of your interests. Keep in mind that you'll need to be over 16 and have local working rights to be a Service provider.

Once you have attended live training session you will be able to apply for available tasks. You will be able to contact Customers and discuss further details straight after applying for the task of your interests.

Who is a Customer?

A Customer is a person who publish/post a task in the Partly app to find a respective Service provider who can do this task. The Customer may be a natural or legal person.

Is Partly available in my country?

Partly is currently only available in Riga (Latvia) and closest cities.

If we decide to expand further there will be a public announcement. Check out our website or follow us on social media to know the latest Partly news.

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Account & Profile

How do I sign up?

Signing up and creating an account on Partly is free for everyone - you just need to be over 16.

To sign up download the app and click on the “Sign Up” button or “Continue with Facebook”. You can sign up using your email address or Facebook.

After you sign up, be sure to complete your profile. Click “Profile” button on bottom navigation bar and go to “Edit Profile”. Here you'll be able to add your profile information, photo and languages that you speak.

What should I put in my Profile?

It's important to have as detailed profile as possible on Partly, as it helps to build trust and transparency. If you're a Customer, it means better on-demand experience.

There are 3 parts of your profile that you can add and update:

1. Profile photo: clear and qualitative portrait. Having a good quality profile pictures gives you a bigger chance to connect with other community members.

2. About: free text form that gives you an ability to speak about your personality and why you would be a great person to work with.

3. Languages: list of languages you are able to speak.

I forgot my Password, how do I reset it?

If you can't remember your password, you can easily reset it any time.

To reset your password before logging in:

1. Open Partly mobile app

2. Select “Log In” option

3. Click on “Forgot your password?” text

4. Enter your phone number to verify you

5. After completing phone verification enter your new password twice.

If you are already logged in:

1. Click on “Profile” button on bottom navigation bar

2. Select “Edit Profile”

3. Click on “Change password” at security section

4. Follow the necessary steps.

What is the ID Verified badge?

The ID Verified badge is confirmation that a member’s identity has been verified by Partly. It’s a secure way for the platform users to prove they are who they say they are.

The badge checks that a user’s details on Partly match their legal ID. The ID Verification is done only for Service providers and is done by our third-party partner Stripe.

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Posting and Deleting tasks

How do I post a Task?

Posting a task is completely free on Partly. If you have tasks to be done, then post them as follows:

1. Select the right task category

2. Read the category description

3. Click “Post a new task” button

4. Fill in the necessary task details

Be sure to be clear as possible when adding task details, as this helps Service providers know whether they have the skills and abilities to complete your task:

  • Title: should be short and clear, so that by just reading few words Service provider could understand what has to be done.
  • Description: should clearly, and thoroughly, state what it is that needs to be done. Adding as much information as possible helps the Service provider to understand your expectations.
  • Photos: add clear photos, that are only related to the task that needs to be completed.
  • Date: set a date and time till which the task needs to be completed. If flexible, mention in the task description.
  • Address: where the task has to be completed? Home or office?
  • Payment info: to be able to post a task you will need to add your payment card.

5. Click “Post” button.

Once your task is posted, our community of trusted and verified Service providers can apply for your task. After the Service provider applies for your request, you'll be able to start communication with him/her, to arrange further details.

Note: if you have not yet provided us with your credit/debit card details, you will be prompted to enter your card details and to add payment. Payments are handled by our secure third-party payment provider Stripe (https://stripe.com/en-lv).

I posted my Task, what's next?

Once you’ve posted your task, it will become public to all Service providers that have skills and knowledge to complete such task.

Service provider who are interested in completing your task will apply for your task and will contact you to discuss further details about the task.

If, after initial communication with Service Provider, you choose to work with him/her, then Service Provider will evaluate remotely or visit you at your address to evaluate your task and after that he/she will send you a total costs proposal, which you will be able to Accept or Decline.

If you will accept it, you be automatically charged money amount/service fee that you have agreed with Service provider. In case, you will decided to decline it, then by declining the total costs you will also be cancelling your task. As a result, a cancellation fee of 10.00 € will apply to protect the Service provider from losses.

What if I do not want to work with a Service provider?

If you are not willing to work with a Service provider who have applied for your task you can “Cancel” the task, but be aware that in this case a cancellation fee of 1.50 € will apply.

In case you already have agreed with Service provider on the task total costs/Service fee, then he/she will send you a proposal of total costs that you can either accept or decline.

In case you have accepted it, you are not able to cancel it anymore. If you have decided to decline it, then by declining the total costs you will also be cancelling your task. As a result, a cancellation fee of 10.00 € will apply to protect the Service provider from losses.

Note: these cancellation fees are applied, because all our Service providers are verified and background checked. In the same time, they have losses in case they visit you to evaluate your task, but you change your mind.

Can I Delete or Cancel my task?

If you have changed your mind and you don't need any help for previously posted task you can delete or cancel your task during these task statuses:

  • Service provider has not applied for your task (status “Posted”), no charge is applied;
  • Service provider has applied (status “Applied”), but you decline him by cancelling your task (1.50 EUR cancellation fee is charged for connection);
  • You have received an offer about total costs from a Service provider (status “Pending”), but have changed your mind and have decided to decline an offer (cancellation fee/base fee of 10 EUR is charged from you to protect Service provider);

If the task is in status “Confirmed” you will not be able to delete or cancel it. In this case task should be finalized by the Service provider. If you are not satisfied with the amount payed or quality you can claim for a refund after the task is completed.

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Communication

How to Communicate well on Partly?

Communication is always a key to have a great experience when looking for help or working with someone.

Once the Service provider is applied for your task you are able to contact each other to discuss further details about the task. When both sides communicate clear and well, they’re on the same page and the completion of the task can go smoother.

After the task is complete leave a rating and review, we encourage you to leave a genuine review about your experience. This is great for Partly as it maintains transparency and builds trust in the community.

Service provider isn't responding?

Unfortunately, sometimes these things happen - but we’re here to help!

If your Service provider doesn't show up or are not responding to your calls, we recommend that you give them at least 0,5-1 hour to get back to you. If they’re still unresponsive let us know by writing us message via “Support” -> “Contact Partly”.

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Ratings & Reviews

How does the Rating system work?

At Partly, we use a two-way star rating system to help ensure the security and comfort of our community members. At the end of a task both Service provider and Customer are asked to rate each other on a scale of 1 to 5 stars, 5 being the best.

Anything less than a 4 or 5 means that the user was less than satisfactory, and we would like to know why.

We understand that sometimes people are rated poorly who might not deserve it. If so, please contact us via "Support” -> “Contact Partly” or at [email protected].

How do Reviews work?

Reviews help people trust in our community by creating an easy, honest and reliable way for users to know what to expect from each other.

Whether you’ve posted a task, or you’ve completed one, leaving your honest and fair feedback about how it went gives more clarity to other users.

Reviews must follow our Review Guidelines. If a review has been found to breach these guidelines, it will be removed.

We can only remove reviews if they breach our guidelines, or if the author has requested for removal. Once a review has been removed for either reason, you will be unable to leave a new review. To request a removal of specific review please contact us via "Support” -> “Contact Partly” or at [email protected].

How do I leave a rating and review?

Ratings and reviews provide a great reference for the rest of the community and are essential to building trust and transparency on Partly.

Once your task is completed, it’s essential to leave an honest and fair review of your experiences. If everything went well, say so and highlight why you would work with this person again! If it didn’t go as planned, leave detailed and constructive feedback.

Note: All reviews should follow Partly’s Review Guidelines. We won’t moderate or change any of user reviews, however we will delete a review if it violates our guidelines.

Can I change my review?

As ratings are the key to building trust and transparency on Partly there's no option to edit a review once it's published.

If you've written a review and changed your mind later, you can create a request for us to remove it. To request a removal of specific review please contact us via “Support” -> “Contact Partly” or at [email protected].

What are the Partly Review Guidelines?

Trust is important to the Partly community. Honest and fair reviews help us and the community itself to make better informed decisions.

Partly doesn’t moderate or change user reviews, however, we do reserve the right to delete reviews if they violate our Review Guidelines.

The following is not supported:

1. Reviews that don’t represent a member’s genuine experience in relation to the task.

2. Reviews unrelated to the task such as race, religion or politics.

3. Reviews that promote illegal or harmful behavior or content that is discriminatory, threatening or obscene.

4. Content that violates another person’s entity and privacy rights such as publishing identity information without permission.

5. Using or attempting to use profanity or vulgar language.

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Technical issues

The app is not working. What should I do?

We suggest you to check up if you have the latest version of the app downloaded on your device. Updating the Partly app allows you access the newest features and changes.

You can also try the following to fix the issue:

  • Log out and log in again
  • Uninstall and reinstall the app
  • Restart your device

If the app is still not working, please contact us via "Support” -> “Contact Partly” or at [email protected]. When contacting us please be as detailed as possible adding screenshots and descriptions of how you got the error, so that our team can fix these issues ASAP.

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Get in touch

How can I Contact Partly?

There are a lot of answers available already on our Support, but if you don't find an answer to your question there, we are here to help!

To get in touch with us use:

  • Email: [email protected].
  • App: “Support” -> “Contact Partly”.
  • Phone: +371 26398298.

Note: Usually for emails we’ll get back to you within 1-2 business days. If you can’t see our response before then please check your junk/spam folder.

How can I Give feedback?

We're more than happy to hear about your time on Partly. Any kind of feedback about the app or overall experience is very important to us because it helps us to improve and strengthen our weaknesses.

To give us feedback follow these steps:

1. Log in to your Partly account

2. Click “Profile” button

3. Select “Give us feedback”

4. Fill in all required fields

5. Click “Send” button

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Payments

How Payments on Partly works?

Partly use third-party payment system that ensures payment protection for Service providers and a seamless, secure way to get local tasks completed for Customers.

The steps below outline the payment flow within Partly:

1. A task is posted by the Customer.

2. Service provider who are willing to complete the task applies for the task.

3. Customer and Service provider agree on total costs/Service fee.

4. Service provider sends a proposal of total costs to the Customer.

5. Customer accepts or declines proposal

  • If declines an offer, then cancellation fee/base fee of 10 EUR is charged from Customer to protect Service provider;

6. If Customer accepts a proposal, then money is charged form Customer and Service provider starts task execution.

7. During the task execution a Service provider can add additional task and costs if it is necessary or it have been requested by Customer.

8. With in-app payments, both Customer and Service provide can be confident that the money has been committed to the task, and in case Customer are not happy with the result, they can always claim for a refund.

How do I manage my Payments?

You’ll need to have valid payment card added to your account to assign your task. When total costs of a task are accepted by you, then money will be charged from your payment card.

You can view, add and edit your payment information:

1. When you post a new task

2. Under “Profile” -> “Payments”

Note: If you’re trying to add a valid card with sufficient funds, and it’s not being accepted, the first step is to review the card details to double check they’re correct. You can do this by looking at the following:

  • The card number, expiry and CVC are all correct
  • There are no spaces before or after any of the numbers
  • Make sure that if your card is registered/enabled for Internet shopping

If all of those details are correct and you’re still having issues, you can try using another card and see if it will work. If that still it doesn’t do the trick, contact us via Support -> “Contact Partly” or at [email protected].

How do I can add Company card and Billing information?

If you are Company/legal person, you can also add you Company card for Partly payments. You can view, add and edit your payment and billing information:

1. When you post a new task

2. Under “Profile” -> “Payments”

You will be able to add you Billing information in the process of adding your card. Simply put a check mark next to “Billing information” and it will open additional fields that you need to fill in for your invoice.

What Payment methods can I use?

Partly supports online payments through third party payment service provider. You can use Visa or Mastercard credit/debit cards through this system.

How do I Pay to Service Provider?

All payments are digital and you do not need to pay outside the Partly platform. Service provider is responsible for task evaluation and setting the total budget/costs. You as a customer can only accept or decline respective costs.

Money is charged from your card at the moment, when you accept or decline costs.

If for some reason you are not satisfied, then you can always report on Service provider or open respective task card and claim for a refund.

How long does a Refund take?

Once the refund process is over and payment has been returned to your payment method, it will arrive back in your account in a 2-5 business days. Though, this timeframe is dependent on processing times between our payment provider and your bank.

How do I get an Invoice?

You will receive an invoice and overview of your task to your e-mail after each transaction within Partly app.

We provide a full tax invoice, only if respective Service provider has signed a partnership agreement with us. If Service provider provides services based only on our Terms of Service, then you’ll have to request a tax invoice from him/her personally. As the provider of the service, they should be able to get you one.

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Something went wrong?

Trouble with a Service provider?

Most tasks on Partly are completed without any complications, but sometimes getting task done isn’t simple. There are times when working with Service providers becomes more complex than expected. Disagreements can happen and go on to become disputes when Customers and Service providers expect different results on a task or if something doesn't go according to the plan. If you’re having trouble with your Service provider, please try following tips:

Communicate openly

Unclear communication is the leading cause of disagreements on Partly. Be as clear as you possibly can and always be respectful.

Do:

  • Be clear in your communication (don’t be afraid to double check).
  • Be aware of your tone during conversation.
  • Try to reply as quickly as you can to your Service provider’s messages and calls once you’ve assigned them to your task.
  • Be upfront with feedback – if you’re not happy with how the task is going, let them know as soon as you can. Don’t wait until they think they’ve finished before raising your concerns.
  • If the communication is becoming heated, please reach out to Partly Support if you’re unsure what to do next.
  • If something’s going wrong, genuine apologies really help to ease any tension and help you move forward.
Don’t:
  • Don’t be rude or disrespectful in your conversation (it only makes it worse).

Discuss total costs (Service fee)

We understand that you want to pay for tasks that are completed to your needs. One benefit of using Partly is that the payment is held securely within Stripe. If something doesn’t go to plan, you can always open respective task card and claim for a refund.

Do:
  • Use Partly as a safe and secure way of payment.
  • Be respectful of the time, effort and expenses a Service provider has spent doing the task. Nobody wants to work for free and Partly supports Service providers getting paid fairly for the time and effort they have put into the task.
  • If you get stuck, contact Partly Support.
Don’t
  • Don’t pay for services outside of Partly (e.g. cash). Partly won’t be able to help you if something goes wrong.

If you’re not happy with the work

We understand that sometimes Service providers aren’t able to complete the task to the level of your expectations. If you’re not satisfied with the outcome, let them know why. If you can, please give them another opportunity to do the task so that you can have the situation resolved as soon as possible.

Do:
  • Check your task description - did you write what you needed done clearly? Has the Service provider done what you described?
  • Provide feedback to the Service provider. Let them know why the work hasn't met your needs.
  • Be prepared to pay total costs before a task execution.
  • Please leave an honest review about your experience.
Don’t:
  • Don’t stress if you can’t resolve the situation directly with the Service provider.
  • Don’t communicate in a disrespectful way. If the communication becomes heated and you feel uncomfortable, please contact Partly support via "Support” -> “Contact Partly” or at [email protected].

We understand that getting into disagreements with your Service provider can be stressful. We hope these tips will help you come to an agreement quickly and easily. And just as a friendly reminder, please know that if a task has already started, you are not able to cancel it. Service provider need to complete it and only then you can initiate further activities.

How does Partly Refund process works?

The refund process shall only start when you (Customer) claim for a refund. You can claim for a refund by opening a task card at status “Completed” and pressing on “Claim for a refund”. The process has 3 stages:

Step 1 - Understand the task and issue
  • Once the claim is received, the Support Team will conduct a number of checks on the task. These checks can include checking the task title, description, picture and more details. This helps us to understand about what the task was.
Step 2 - Mediation with Partly Support
  • You and Service provider will need to fill out a form and give us all the details on what’s happened.
  • Support Team will review this information and might reach you if additional clarifications are needed.
  • We will try to get to agreement between you and Service provider.
Step 3 - Partly Support decision
  • If mediation process will finish without any agreement, we will make a decision to resolve the situation.
  • The decision will be impartial and based on the details you’ve shared.
  • A detailed reasoning for the decision will be provided.

What should I do in the Refund process?

Partly will help you by facilitating the communication between you and the Service provider. This is why you’re staying involved and working with us is really important to the refund process.

Treating others with respect is absolutely essential on Partly. Inappropriate actions or behavior during the refund process isn't tolerated. For example, this could include:

  • Breaching any Community Guidelines.
  • Acting in a threatening or abusive way to Partly support or Community member.
  • Stalling or uncooperative behavior during the refund process.

If you choose to act in this way, regardless of the origin of your claim, the refund process won't continue. The task payment will then be paid out to the Service provider.

We do this because common politeness, trust and productive behavior are the foundations on which Partly was built. We’ve found that the best results come from mutual respect. So, let’s work together to make sure that your outcome is fair, equal and benefits everybody.

What are some Safety tips I should follow?

We take your safety extremely seriously at Partly. We’re passionate about building a trusted community of members, while helping to create positive experiences for our Customers using the platform.

It’s important to remember that getting task done with Partly means you are transacting with another member on the platform. We recommend users always to keep the Community Guidelines in mind while interacting on the platform.

If you ever feel uncomfortable with another member at any time, you should let us know via support. Your concerns will be taken seriously and handled with confidentiality. If at any time you feel in danger you should always call emergency 112.

We have also put together a list of the steps you can take while you use Partly, to help you make informed choices and be aware of the measures and features in place to support you. Below you will find safety tips for every step of the process:

When you’ve posted a task

As your newly posted task will be publicly visible to the entire Partly Community, it’s important not to disclose any personal information on your task. For your safety and security, don’t post things like your last name, email, social media accounts or phone number in the task description.

Reviewing your Service provider

We also highly recommend looking through the profile of Service provider who have applied for your task. Check out their reviews, ratings, task completed and verification badge.

Before work begins

Don't be afraid to ask an interested Service provider if they have the experience or qualification necessary to do your task.

While the task is being executed

If you are ever in a situation where you are not satisfied with the service, try to work with the Service provider to sort it out first. If you can’t come to a resolution, you can always contact us for support and advice.

When the task is completed

If for some reason you are not satisfied, then communicate it to the Service provider. If you have hard time to explain it to Service provider or communication doesn’t go well, then just stop it there and reach out Partly support team instead.

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Insurance & Tax

Insurance

When insurance is mentioned on Partly, for Customers it refers to third-party liability insurance.

Third Party Liability Insurance

As a Customer, you have engaged with a Service provider (an independent contractor or employee of partner company) to complete your task using the Partly platform. The Service provider is primarily responsible for the work that is carried out and therefore liable for consequences that result from their activities when providing the services.

Partly is actively working with Insurance companies to provide third-party liability insurance for all services offered through the Partly platform.

Tax

Does the Service fee include taxes?

Yes. Service fee is calculated by including all the relevant taxes, which need to be paid by the Service provider.

How do I get a payment invoice?

You will receive an invoice and overview of your task to your e-mail after each transaction within Partly app.

We provide full tax invoice, only if respective Service provider has signed a partnership agreement with us. If Service provider provides services based only on our Terms of Service, then you’ll have to request a tax invoice from him/her. As the providers of the service, they should be able to get you one.