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 kind of tasks are on Partly?

From simple to complicated tasks, currently Partly have handyman, electrical, plumbing, furniture assembly, cleaning and repair task categories.

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 are the Requirements to become a Service provider?

To be considered as an eligible Service provider, you have to meet the following requirements:

  • Be at least 16 years of age
  • Pass Stripe’s KYC process
  • Be registered as a tax payer
  • Attend live training session

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 Service provider, a detailed profile equals to a higher chance of Customers wanting to work with you.

There are 4 parts of your profile that you can add to and update:

Profile photo: clear and qualitative portrait photo of yourself. Having a good profile pictures that relate to you and your skills gives you a bigger chance to connect with other community members.

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. It's also a great place for Service providers to talk about their previous work experience.

Languages: list of languages you are able to speak.

Skills: list of your working skills, these can be updated only by contacting Partly support team.

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.

Do I need a License or Qualification?

For some task categories you will be required to have a valid license or qualification. As it's important to have the right licenses and qualifications, before applying for tasks we will ask for them in our live training sessions. This gives us a chance to verify if you have the right skills and knowledge to provide your services.

Please note, when you are providing services, you must carry your valid license with you at all times.

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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Live training session

What should I expect at Live training session?

Training sessions are usually an hour long and are booked in advance. At live training session you’ll meet with the Partly representative, who’ll run you through everything you need to know before working on our platform.

At these sessions, we’ll go through all of your documents, so please make sure you bring everything with you. You’ll also have the opportunity to ask us any questions you have.

How do I sign up for Live training session?

First you need to finalize a remote onboarding steps via app or website by pressing a “Become a Service provider” button and filling all the necessary information.

Once you have done it, Partly’s support team will do some background checks and if everything goes well you will be invited to Live training. You will receive an e-mail or phone call with detailed information regarding training date and time.

What should I bring with me to Live training session?

It's important to bring following things:

  • A valid passport or national ID card, so that we can verify your identity and age.
  • License if you're interested tasks that requires it. This gives us a chance to verify if you have the right skills and knowledge to complete job.
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Applying for a Task

How do I Apply for a Task?

Applying for a task is easy. Simply open the task that you are interested in a click “Apply” button.

Once you applied for the task, notification is sent to Customer that you have applied for a task, as well as you are enabled to contact the Customer and discuss further details about the task.

I have applied. What's next?

If you have agreed to proceed, you can visit Customer, evaluate task once again and send proposal with total budget/costs (task goes to status “Pending”).

Customer can decline or accept your proposal. If Customer chooses to decline your proposal, you will receive a cancellation fee to cover your transportation costs. If Customer accepts your proposal, then task goes to status “Confirmed” and money will be taken from Customer, which means that you can start your part and do the work.

During the execution of task, you can also add additional task and costs by clicking on “Add task” button if it is necessary or it have been requested by Customer.

When you have completed the task, please verify it with Customer first. If everything is ok, then press “Complete”, to complete the task you will be asked to take a picture of task and give a rating and review for Customer.

Once you will complete all the steps, you will see task details and total earnings of specific task, as well as an invoice will be sent to your e-mail.

How can I Cancel my application for a Task?

You can Cancel your application during “Applied” status any time.

Once you have sent a total cost proposal to Customer you are not able to cancel it, as it goes to status “Pending”.

The same applies if your proposal have been accepted by Customer and task is on “Confirmed” status. In this stage you need to complete the task or, if you are not able to, just finalize the process in the app so that task gets status “Completed”. If Customer will not be satisfied, he/she we will have a chance to claim for a refund.

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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 you have applied for Customer’s 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.

Customer isn't responding to your messages or calls?

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

If your Customer 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”.

If you have agreed on visiting your Customer, but he/she is not at address stated in the task, we recommend that you give them at least 30 minutes to get back to you. If still there is no response you can cancel the task. To cancel the task just open it and click “Cancel”. You can cancel a task only when it is on “Applied” status.

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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 Payout settings?

You will be able to manage your Payout info under “Profile” -> “Payments” -> “Payout method”. By pressing on “Add your bank account” you will be navigated to Stripe, where you will be able to add and edit your payout info.

If you have any troubles adding or updating your information, please contact us via app support or writing at [email protected].

How do I set a Price/Service fee for my services?

You can set a Price/Service fee according to your current pricelist. Customer will have a chance to accept or decline it afterwards.

When I can Get a money?

Money is charged from Customer at the moment, when Customer accepts or declines your offer and its total costs (Service fee).

You will receive a money to your Stripe account. Payouts to your payout account are done once a week.

Why do I need to provide ID to receive payment?

It is needed to protect Customer and comply with KYC (Know Your Customer) regulations. You will be asked to verify your identity during the remote onboarding process. We will double check your identity at our Live training session, too.

Issues with a Payout?

You are obliged to provide your bank requisites in course of filling the payment details upon remote registration. We or Partly group companies and partners are technically ensuring transfers of in-app Payment fees via Stripe Connect to the bank account that you have provided. In case, you need assistance you can contact us via "Support” -> “Contact Partly” or at [email protected].

Note: We and Partly group companies and partners are not liable for any incorrect money transactions in case you have provided wrong bank requisites.

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Something went wrong?

Trouble with a Customer?

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 straightforward, concise and honest.

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 Customer’s messages and calls.
  • If you feel that something isn't going well - ask for feedback from the Customer about what he/she is not satisfied with. This might help nip complications in the bud if you can talk openly about what's going on.
  • If the communication is becoming heated - reach out to Partly Support if you’re unsure about what to do next.
  • If something’s going wrong, genuine apologies can go a long way to help diffusing tension and move forward.

Don’t:

  • Be rude or disrespectful. Poor behavior never helps and can lead to your account being limited (or in some cases, deactivated).
  • Respond badly to feedback. It can be hard to receive constructive criticism about your work, but we’d encourage you not to take it to heart. Try and learn from the experience and use it for the next time if you can.

Complete the task as best you can

We understand that sometimes task might be a bit different from the description. If you’re confident you can still complete the task, we’d encourage you to do your best to complete what needs to be done.

Discuss payment and fees clearly

We understand that getting paid fairly for your time and effort is really important to you. We can also understand if you feel the job isn’t going to plan then you may be concerned about payment. One of the great things about using Partly is that once you're assigned to a task, payment is held securely within Stripe.

Do:

  • Use Partly as a safe way to get paid.
  • Be clear in your offer about what is and isn’t included in your Service fee/price.
  • If you get stuck, contact Partly Support.

Don’t:

  • Don’t ask for payment/money outside of Partly (e.g. cash). Partly won’t be able to help and/or pay you if something goes wrong.
  • 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 Customer 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. You need to complete it or finalize the process in the app.

How does Partly Refund process works?

The refund process shall only start when Customer claims 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 Customer 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 Customer.

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 Customer. 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 other circumstances, the refund process won't continue. The task payment will then be paid back to the Customer.

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 Service providers 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’re applied for a task

We highly recommend looking through the profiles of Customers, before you apply for a task, to check out their reviews, rating and tasks posted.

Before work begins

If you feel there’s any potential concerns regarding safety of task that a Customer may not be aware of, let him/her know by communicating this clearly. To protect yourself while working, please make sure you're aware of all relevant licenses or safety requirements prior to commencing the work.

While the task is being executed

If you find there is a serious risk to your health or safety, you should notify the Customer of your concerns as soon as possible and advise why you believe it's unsafe to continue. If immediate danger is present, please take every precaution to remove yourself and others from danger and alert the relevant authorities. Dial 112 in an emergency.

Remember that your payment is secure with Partly. If you are ever in a situation where a Customer is not satisfied with your services, try to work with them to sort it out first. If you can’t come to a resolution, you can always contact us for support and advice via app Support or at [email protected].

When the task is completed

If for some reason Customer is not satisfied, then try to understand his/her concerns. If you have hard time to understand Customer or communication doesn’t go well and you feel uncomfortable, please contact Partly support via "Support” -> “Contact Partly” or at [email protected].

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Insurance & Tax

Insurance

When insurance is mentioned on Partly, it can refer to the following 2 areas:

Personal Accident Cover

As of now we recommend Service providers to have their own insurance policy.

Partly is working to implement Personal Accident Cover which provides all Service providers with a degree of personal accident protection in the event of an accident that results in injuries covered under the policy while providing services.

Third Party Liability Insurance

You are 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

Do I need to pay Tax on my Partly income?

Yes, you do!

Each year, you probably earn money from a number of sources, of which Partly might be one. All of this income is taxable. So, you need to keep a record of all the tasks you have done and amounts you earn from those tasks. You can see all your completed tasks under “My tasks”.

That income needs to be disclosed as Personal income tax on business income or Micro-enterprise tax, it depends on your chosen tax payment regime. More Information here.

What if I get it incorrect, wrong or forget?

The State Revenue Service (Tax authority) has been keeping a closer eye on people earning income from shared economy services like Taxify, Wolt & Airbnb. So, it’s essential that you fully and accurately disclose all your Partly income (and expenses!). If you don’t, you could find yourself being audited by the State Revenue Service. They might stop your business, based on any unpaid or underpaid tax.

How do I provide a Tax Invoice to my Customer?

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

In case Customer asks for a more detailed Tax invoice, then you as a Service provider need to provide it. We provide full tax invoice, only if you have signed a partnership agreement with us. If you provide your services based only on our Terms of Service, then you’ll have to provide a tax invoice yourself.

Disclaimer: Partly is not authorized to give taxation advice. Contact a tax professional for advice on your own individual tax obligations.