HELM FAQs
Transparency—the foundation of trust. We ensure absolute clarity and open communication across all pricing, sourcing, talent partnerships, and member engagements. Below are straightforward answers to the most common questions from our community.
Booking and Service for Members
How do I find and evaluate a service provider?
Browse named profiles to compare each provider's background, specialties, service area, pricing, and sample work. HELM reviews providers before publishing them, but you should still choose the professional whose experience and proposed service fit your occasion.
What does the displayed price include, and when am I charged?
Your booking total itemizes the provider's service, an estimated grocery allowance where applicable, the HELM platform fee, and any tax shown at checkout. A 30% deposit is charged to your saved card when the provider accepts. After the event, HELM applies what you already paid and the grocery estimate as credit, then collects only the remaining true-up and any later approved receipt expenses.
How do cancellations and refunds work?
Submit a cancellation request from the booking page. HELM reviews the request because the refund and any cancellation fee depend on the booking's timing and amounts already paid. Approved refunds return to the original payment method; your booking shows the request status, and Support can help with a delayed or disputed result.
How do tips, expenses, travel, and service fees work?
Tips are optional. The platform fee is included in the displayed booking total. Grocery and other supported event receipts are reviewed through HELM, and the grocery estimate is applied as credit rather than charged twice. Agree on travel, lodging, rentals, or other special costs in the booking before the provider incurs them; do not pay an unapproved request off-platform.
Can providers accommodate allergies or dietary preferences?
Add allergies and dietary preferences to your profile and repeat event-specific needs in the request. The provider can then confirm whether they can safely serve the full table and propose an appropriate menu. If a need changes, message the provider promptly rather than assuming it can be accommodated.
What happens after I send a request?
The request appears in your account while the selected provider reviews availability and event details. Use the booking conversation to keep menus, logistics, questions, and decisions together. A booking is confirmed only after the provider accepts and the deposit succeeds; a request by itself is not a confirmed reservation.
Is a long-term placement different from an event booking?
Yes. Marketplace requests are for a defined event or engagement with a listed provider. A long-term placement starts with a separate inquiry about household rhythm, schedule, travel, and ongoing needs so HELM can guide a curated search and introduction.
What can I manage in my account, and where do I get help?
Your account keeps your profile and dietary notes, saved providers, booking status, messages, payment method, receipts, and reviews together. Saving a provider is a private shortlist, not a reservation. If the self-service controls do not resolve an issue, send Support the booking details without including full card numbers or other unnecessary sensitive information.
Money and Payment Details
What's the payment lifecycle for a booking?
When you accept, HELM charges the member's 30% deposit and confirms the booking. After the event, the remaining base balance is reconciled through the 70% event true-up, with the grocery estimate applied as credit and supported approved receipts included in settlement. Submit receipts within the displayed window and follow payout status in your HELM Dashboard; review or payment-recovery work can affect timing.
How does HELM charge clients?
The member sees an itemized total that includes your snapshotted service price, a grocery estimate where applicable, the HELM platform fee, and any tax shown at checkout. HELM charges the platform fee to the member rather than deducting it from your listed service rate.
Can I be reimbursed without proof of purchase?
HELM needs supported documentation to review a reimbursement. Upload a clear receipt promptly and keep the original until the expense is settled. An expense may be reduced, declined, or sent for review if the receipt or event relationship cannot be verified.
How are deposits handled?
HELM automatically charges the member a 30% deposit when you accept a booking. Do not arrange a separate deposit or other off-platform payment with the member; use the booking conversation and contact Support if the agreed scope needs to change.
What happens when a member requests cancellation?
HELM reviews the cancellation before finalizing it. The refund and any cancellation fee depend on timing and amounts already paid, and documented supported event costs are handled through the platform's expense workflow. Check the booking status and contact Support before making financial promises to the member.
Is the tip built into the fee?
No. Gratuity is optional and is not included in your service rate. Members can add a tip through HELM after the event; never pressure a member or request an off-platform payment.
Job Management And Execution
What if a client tries to book me directly off-platform?
Keep HELM introductions, booking changes, payments, and event coordination on the platform. If a member asks to move a HELM engagement off-platform, decline the request and contact Support so the booking record and protections remain intact.
What happens if I have a last-minute emergency cancellation?
Notify the member and HELM immediately through the booking. Do not promise a refund or replacement yourself. HELM will review the booking, amounts already paid, documented expenses, and available next steps; repeated avoidable cancellations may affect your standing.
Does the client cover travel and accommodation?
Only costs included in the agreed booking or approved through the platform should be treated as reimbursable. Confirm travel, lodging, and any limits with the member in the booking conversation before incurring them.
Do I need to bring my own equipment?
Check the venue's available equipment with the member before the event. If specialty tools or rentals are needed, agree on the scope and budget in the booking conversation before incurring a cost.
Who is responsible for kitchen or site cleanup?
The scope depends on the booking, but providers should ordinarily leave the work area clean and functional. Confirm the member's venue, service, and reset expectations before the event.
What if the client adds guests unexpectedly?
Explain promptly what can and cannot be accommodated safely. Record any agreed menu, staffing, sourcing, or price change in the booking conversation and obtain approval before incurring additional costs.
What should I wear?
Choose professional attire appropriate to your role and confirm any event-specific dress code with the member before arrival.
Can I post about the job on social media?
Protect member privacy. Do not share private locations, identifying details, guests, messages, or images from a member's property without explicit written permission and any other consent required from people shown.
Can't find what you're looking for?
We're always here to help. Get in touch with our support team for personalized assistance.
