For experts and online service providers
Consultations via Zoom, remote diagnostics without visiting the customer
How does the online consultation platform work in general?
What is meant: A brief outline from creating a card to receiving money.
Answer:
You create a service card with a description of the topic, duration and cost of the consultation. The customer books a time slot and pays for the service on the platform. The money is reserved in the service account. You conduct the meeting via Zoom/Google Meet and mark the order as completed. The customer has 4 days to confirm or request revisions. After auto-closure, the order is credited to your balance, and the actual payment to your bank account is made once a month in the last week of the month, taking into account the platform commission and bank fees.
Can I conduct consultations outside the platform if the client has paid directly?
What is meant: Bypassing the platform.
Answer:
No. Payment acceptance and service organisation must only take place through the platform. Offering a client to pay ‘directly’ or to go directly to a messenger is considered a circumvention of the service and will result in account suspension (from one month to six months, or permanently in case of repetition). In this case, we will not be able to protect either you or the client.
We do a lot of work to attract customers, paying for advertising and mailings, allowing you to earn money, and we believe that our efforts should be rewarded.
Where and how can I provide my contact details (phone number, Telegram, website)?
What is meant: Placing contact details in the card and correspondence.
Answer:
In the service card, profile description, and chat, it is prohibited to include contact details that allow users to bypass the platform: phone numbers, email addresses, Telegram, WhatsApp, links to websites and social networks.
This is an advantage for you — your data will not be leaked online, and you will not be bothered by random calls. In addition, you will not be bothered by people seeking free consultations. Get paid for your knowledge.
Your legal details and contact information may only be included in the invoice and documents related to the completed order — that is, after the order has gone through the platform.
If you want to advertise your business, there are paid resources available on our platform. You can purchase a banner or post information about your company based on a separate agreement.
How is the platform commission calculated for my online services?
What is meant: Commission percentages.
Answer:
The platform withholds a commission from the amount paid by the customer (minus refunds). The commission amount is set on a one-time basis and depends on the amount of the service provided and the user’s purchased status. Free users pay a slightly higher commission, while premium status holders have the opportunity for greater distribution and pay a lower commission.
As a resident of Poland, we charge VAT in accordance with European tax regulations.
How is VAT calculated for online services (B2B)?
What is meant: The place of supply of the service and whose VAT to apply.
Answer:
The platform only operates in B2B format. As the seller, you issue the invoice for the consultation directly to the customer. VAT is calculated according to the rules of your country of registration and the place of service provision. For most B2B services within the EU, the principle of ‘place of supply at the buyer’s location’ applies and reverse charge is often used. Our platform does not replace a tax advisor: you are responsible for the correct calculation and payment of VAT.
When exactly will I receive payment for the consultations I have provided?
What is meant: Terms of withdrawal of funds.
Answer:
After the order is closed (customer confirmation or auto-closure after 4 days), the amount is credited to your internal balance. We collect all the services you have provided into one invoice, which is closed once. Actual payments to your bank account are made once a month, in the last week of the calendar month. The timing of the transfer depends on the work of banks and payment systems.
What should I do if a client is dissatisfied with the consultation?
What is meant: Disputes and revisions.
Answer:
The client may request clarifications or an additional short phone call within reasonable limits, if it is logical and corresponds to the description of the service. If the parties cannot reach an agreement, the client opens a dispute. We analyse the correspondence and materials and make a decision: to confirm the payment or to refund the amount in full or in part.
Can I limit the topics of consultations and refuse an order?
What is meant: The right to refuse an unsafe or inappropriate topic.
Answer:
Yes. In the card description, specify which questions you work with and which you do not. If, after booking, the topic is beyond your competence or contradicts the law/ethics, you can refuse by writing to the client in the chat and requesting cancellation of the order through support.
Can I record Zoom consultations and send the recording to the client?
What this means: Processing of personal data and intellectual property rights.
Answer:
This is allowed if the client is notified and agrees to the recording. In the service description, indicate that the consultation may be recorded and the recording will be available to the client. Recordings contain personal data, so you are required to store them securely and not disclose them to third parties without legal grounds.
Can I offer the client additional services after the consultation?
What this means: Upselling within the platform.
Answer:
Yes, you can offer follow-up consultations or additional services, but only in the form of new orders through the platform. You cannot offer payment outside the platform.
For vendors providing services with visits to customers
Equipment repair, inspection, supervision at the installation site
How do I set up a service with travel to the customer's site?
What is meant: The structure of the card and the order.
Answer:
In the service card, specify: the cost per hour, the minimum number of hours (3-4 is recommended), the approximate cost of travel (transport, hotel, tickets), and the service area. The customer agrees with you on the scope of work and the approximate budget in the chat, then places an order on the platform and pays for it.
We ensure the security of your transaction. Thanks to the platform, the customer reserves money for payment, and if the service is provided with high quality, you do not risk not receiving your money. The customer is also protected from making an advance payment and the contractor not arriving or not completing the work.
This is how it works: the money is reserved, you go to the customer’s location, perform the work, and then mark the order as completed. After completing the order, you receive payment.
How should travel, accommodation and tickets be taken into account?
What is meant: Additional expenses beyond working hours.
Answer:
It is recommended to split the estimate into two parts: working hours and travel expenses. Describe the principles in the card: for example, ‘travel and accommodation costs are paid according to actual expenses, confirmed by tickets and receipts,’ or ‘travel is included in the cost of the work.’ Agree on an approximate amount in the chat before placing the order. You can ask the customer for an advance payment, but the decision will depend on the urgency of the work and the preliminary costs of preparing for your visit.
How to calculate VAT for on-site services (B2B)?
What is meant: The place of service provision for repairs at the customer’s site.
Answer:
You issue the invoice as the contractor. For B2B repair and dismantling services, the place of supply is usually determined by the actual location of the equipment. Accordingly, you apply the VAT rules of your country and/or the customer’s country, if required by law. The platform guarantees the security of the transaction and attracts customers, but is not responsible for your tax calculations.
When will I receive payment for travel and work on site?
What is meant: Payment terms.
Answer:
Once you have marked the order as completed and the customer has not opened a dispute within 4 days, the amount will be credited to your balance. At the end of the month, we collect all your completed services into one invoice and issue it once a month to simplify accounting. The actual payment to your bank account is made in the last week of the month, including all orders completed by that time.
What if, upon arrival, it turns out that there is less/more work than expected?
What is meant: Adjustment of the volume of an order that has already been paid for.
Answer:
If the volume is less, you can offer a partial refund through support. If there is more work than paid for, place an additional order with the client for the missing hours.
Record all agreements with the client in the platform chat.
Who is responsible for safety at the client's site?
What is meant: Safety equipment and access to equipment.
Answer:
The customer is responsible for ensuring safe working conditions, access to equipment and compliance with safety regulations on their premises. You are responsible for your qualifications and the correct use of tools. The platform is not responsible for accidents caused by a breach of safety regulations by either party.
Is it possible to charge a separate prepayment for travel?
What is meant: Dividing the payment between travel and work.
Answer:
Yes, if necessary, you can place two orders: the first for a fixed amount for travel (transport, accommodation), and the second for working hours. However, both orders must be placed and paid for through the platform before work begins.
Please note that all work you have completed is summarised in a single invoice, and payment is made once a month or once every two weeks. This option must be configured in the payments section of your dashboard.
Can I include the address of my workshop or telephone number on my card for quick contact?
Answer:
No. You can describe your region of operation in your profile (‘we travel throughout Europe’, ‘we work within a 300 km radius of…’), but direct contact details and exact addresses intended for direct contact outside the platform are prohibited.
The legal address and details are only indicated in invoices and reports.
What should I do if a customer asks me to continue working without registering additional hours on the platform?
What is meant: ‘Work a couple more hours, and we’ll figure out the payment later.’
Answer:
This is not allowed. Any paid work must be registered as an order through the platform. Suggest that the client create an additional order online. If the client refuses, it is not recommended to continue working beyond the paid amount.
Do I need to sign a paper certificate of completion?
What is meant: Documents for accounting.
Answer:
This is often useful for B2B. You can prepare a certificate and exchange a scan via the platform chat. Legally, electronic correspondence and marking the order as completed is sufficient, but in some countries or at the client’s request, a certificate is desirable. The platform allows you to attach documents to an order. As a guarantee of the transaction, this document will confirm the work performed and serve as evidence in the event of a dispute.
For repair/restoration services
In cases where a spare part is sent by the customer for repair to your site
How does the repair scheme work with equipment sent by post?
What is meant: General principle.
Answer:
The customer places an order on the platform and pays for diagnostics/repair. Then, at their own expense, they send the equipment to the contractor’s address specified in the card.
You carry out the repair, agree on the results via chat, and then send the repaired equipment back to the customer. After confirmation or auto-closure of the order, the amount is credited to your balance.
Who pays for shipping there and back?
What is meant: Delivery terms.
Answer:
By default, the customer pays for shipping to the contractor, and return shipping is paid as agreed (often also by the customer). Clearly state in the service card: ‘delivery to us and back is paid by the customer’ or another option. The delivery amount can be included in the order or paid separately directly to the courier service.
How do I register VAT for repairs with shipping (B2B)?
What is meant: Place of service delivery and VAT.
Answer:
As the contractor, you issue the invoice for the repair service to the client’s legal entity. Usually, the place of service delivery is determined by the contractor’s country (where the workshop is located). However, reverse charge rules may apply to cross-border transactions within the EU. For exact schemes, please consult a tax advisor.
What should I do if the diagnosis shows that the repair is more expensive than expected?
What is meant: Additional payment over and above the originally agreed amount.
Answer:
Make a preliminary report/assessment and send it to the customer in the chat. If the customer agrees, place an additional order for the extra payment or change the amount through support. Without the customer’s written consent in the chat, it is not advisable to carry out expensive repairs.
What if the customer refuses to have the repair done after the diagnosis?
What is meant: Payment for diagnostics only and return.
Answer:
Include a ‘diagnostics only’ service and its cost in the card. If the customer refuses to have the repair done after diagnostics, close the diagnostics order and send the equipment back at the customer’s expense.
Return non-working equipment or disassembled components in the safest condition possible.
Who is responsible for damage during shipment?
What is meant: Insurance and packaging.
Answer:
The sender is responsible for packaging and insuring the shipment, no matter who pays for it. Recommended:
- the customer should pack the equipment well and insure the shipment if necessary;
- you should do the same when returning the shipment. You can specify in the card that you will only accept equipment if there is no visible damage to the packaging, and that delivery risks are insured according to the rules of the courier service.
Can I receive equipment without a prior order on the platform?
What is meant: The customer sent the parcel ‘and then we’ll sort it out somehow’.
Answer:
No. First, the order must be placed and paid for through the platform, then the customer sends the equipment. Otherwise, you risk working without legally clear conditions and without protection from the platform.
Can I specify the address of the workshop in the service card?
What is meant: Contacts and service bypass.
Answer:
Yes, but only in the format of an address for sending equipment and without telephone and e-mail contacts. The address is needed so that the customer knows where to send the parcel. You cannot add phrases such as ‘call directly’, ‘write on WhatsApp’, etc.
Is it necessary to provide a warranty for repairs?
What is meant: Warranty obligations.
Answer:
In most countries, legislation requires a warranty to be provided for the work performed. It is recommended to specify the warranty terms in the card: duration, scope, exclusions. In B2B relationships, you have more freedom in your wording, but clear terms reduce the number of disputes. Warranty repairs must also be processed through the platform.
How should the cost of spare parts be taken into account?
What is meant: Separation of work and materials.
Answer:
Specify in the card whether the cost of parts is included in the price or paid separately. It is often more convenient to have the work done through the platform and the parts either included in the order as a separate line item or paid for according to the actual invoice.
Record all agreements in the chat.
For Freelancers and Individual Contractors
Brand identity specialists, packaging designers, marketing specialists paid by the hour or per job completed
How to correctly describe a logo or layout design service?
What is meant: Card structure.
Answer:
Specify: the type of work (logo, corporate identity, packaging, layout), what is included in the basic package (how many concepts, how many rounds of revisions, what file formats), deadlines, what is not included in the price (e.g., purchase of paid fonts/photos). The more specific you are, the less misunderstanding there will be.
How are the rights to the created design distributed?
What is meant: Copyright in B2B.
Answer:
By default, after full payment, you transfer to the client the property rights to use the design to the extent specified in the card (e.g., for printing, website, advertising). If you want to limit the territory or scope of application, this must be clearly stated. Personal non-property rights (authorship) are inalienable by law, but can be exercised, for example, by mentioning the author.
Is it possible to communicate with the client by e-mail or instant messengers?
What is meant: Violation of communication rules.
Answer:
No, all correspondence and file exchanges must go through the platform’s chat. This is necessary so that in the event of a dispute, it is possible to reconstruct the picture, and also so that the service is not bypassed. The exception is the exchange of legal documents and invoices, but even these can be uploaded to the order.
When communicating directly, we cannot guarantee that the customer will pay for your work. You may complete the work and be left with nothing.
How often can I show interim versions and receive edits?
What is meant: Revision regulations.
Answer:
Specify in the card how many rounds of edits are included in the price and stick to it. Additional edits are either charged as a separate package or at an hourly rate through a new order. All agreements are recorded in the chat.
How do I calculate VAT on design services (B2B)?
What is meant: Place of supply of creative services.
Answer:
You issue an invoice for your work to the client. In B2B within the EU, the place of supply is often determined by the place where the services are provided, and in some cases reverse charge applies. When working with clients outside the EU, different rules apply. The platform does not act as a tax advisor; you are responsible for applying VAT correctly.
What should I do if a client demands ‘endless revisions’ without additional payment?
What is meant: Protection of the freelancer.
Answer:
This usually indicates what your relationship with the customer will be like. Tactfully remind the customer of the terms of the card: how many revisions are included. Offer an additional paid package of revisions. If the customer insists and threatens negative feedback, contact support — we take customer abuse into account when evaluating disputes.
In any case, do not start working on the order until the customer has paid via the platform.
an I use fragments of completed work in my portfolio?
What this means: The freelancer’s rights to showcase their work.
Answer:
In B2B, this is usually permissible unless otherwise specified. We recommend indicating in the card: ‘The contractor has the right to use the result in their portfolio (without disclosing confidential client information)’.
If the client expressly prohibits this, respect their wishes and do not publish the work.
Can stock images and fonts be uploaded to the platform?
What is meant: Licence compliance.
Answer:
Yes, if you have the appropriate licences. You are responsible for complying with copyright laws. If paid assets are required, you can specify in the card that their cost is paid separately by the client or included in the final invoice.
What should I do if the client rejects all options and wants a full refund?
What this means: A difficult dispute.
Answer:
When choosing a contractor, the client is responsible for their choice. This means that they have familiarised themselves with your portfolio and like the style in which you work. The work of a designer is creative and depends on the author’s vision. If you have provided the work in the volume described in the card and can show this in the chat, the client does not automatically have the right to a full refund. In a dispute, we evaluate the actual volume of work performed. Possible options: partial refund, revision, or confirmation of payment to you.
Do I need to sign a separate contract with the client?
What is meant: A legal contract in addition to the platform rules.
Answer:
Usually, acceptance of the platform’s terms and conditions and chat correspondence are sufficient. The platform ensures the security of the transaction for both parties.
If the budget is large, you can offer the client to sign a separate contract — in electronic form and attach it to the order. It must not contradict the platform’s rules and cannot provide for payment bypassing the service.
For sellers of physical B2B goods
Retrofit kits for printing machines, die-cutting stamps, new and used spare parts, custom-made replacements
How does selling goods through the platform work?
What is meant: The general process.
Answer:
You place the goods with a description, price and delivery terms. The buyer places an order and pays for it on the platform. The money is reserved. You ship the goods, add the tracking number, and mark the order as completed. If the buyer does not open a dispute within 4 days of receiving the goods, the funds are credited to your balance and then paid out once a month.
Who issues the invoice for the goods and how is VAT calculated?
What is meant: The role of the seller and B2B transactions.
Answer:
You, the seller, always issue the invoice for the goods directly to the buyer (B2B). You calculate VAT according to the rules of your country and the country of receipt of the goods (place of supply). The platform only retains its commission, but is not a party to the tax relationship between you and the buyer.
How is the platform's commission on the sale of goods calculated?
What is meant: Commission percentages.
Answer:
The commission is calculated in the same way as for services and depends on the order amount. We publish the terms and conditions for charging commission in the rules for providing services on the platform.
Can I specify the warehouse address and contact details in the product card?
What is meant: Bypassing the platform through direct contacts.
Answer:
Direct contact details (telephone, e-mail, messengers, website) cannot be specified. It is permissible to specify the country and city of the warehouse/shipment without contact details. Detailed details and address can be included in the invoice and accompanying documents, but not in the public product card.
How often do I receive money for sales?
What is meant: Frequency of payments.
Answer:
Once the order has been confirmed by the buyer or automatically closed, the amount is credited to your balance. All accumulated funds are paid in a single payment in the last week of the month, minus the platform commission and bank fees. We issue a collective invoice for the commission to simplify taxation. Optionally, we can set up payments twice a month.
Who is responsible for delivery and damage to goods in transit?
What is meant: Responsibility of the seller and courier services.
Answer:
You are responsible for proper packaging, choosing the delivery method, and timely shipment. The risks of damage are governed by your delivery terms and the carrier’s rules. It is recommended to clearly state in the card: who bears the risks, whether there is insurance, and under what conditions you will replace/repair the goods.
Can I sell used equipment and spare parts?
What is meant: Permitted product categories.
Answer:
Yes, if it is legal in your jurisdiction, does not fall into prohibited categories (weapons, hazardous substances, etc.), and you honestly describe the condition of the product. Be sure to indicate: ‘used’, mileage/hours of operation, known defects, presence/absence of warranty.
How do I process a return or exchange?
What is meant: B2B return policy.
Answer:
In B2B, you determine the return conditions yourself, but you must specify them in advance in the card: terms, reasons, who pays for delivery. If you agree to a return, process a partial or full refund through the platform to maintain transparency of operations.
Can I store buyers' contact details for further marketing?
What is meant: GDPR and mailings.
Answer:
You can only use the data obtained through the platform to fulfil specific orders and legal obligations (invoice, warranty). For independent marketing (mailings, phone calls), you need a separate legal basis and, as a rule, separate customer consent. You act as an independent data administrator and are responsible for complying with the GDPR.
Is it possible to agree with the customer that the next delivery will be made directly, without the platform?
What is meant: Bypassing the platform after the first transaction.
Answer:
No, this practice is contrary to the rules of the service. The platform generates a stream of customers for you and provides secure payments for both you and the buyer. Therefore, all transactions arising from it must go through it. Systematic transfer of customers ‘bypassing’ the platform will result in the blocking of your account and IP address.
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