General:
- What is HomeEase?
HomeEase is an all-in-one service based marketplace for home service businesses. Within, HomeEase provides businesses’ the digital infrastructure to build their online presence to customer. Thereby, enabling them to focus on what they do best – providing the service.
- How can I get in contact with HomeEase?
The best way to get in contact with us is via our email: admin@homeease.co.nz. Alternatively, you can find us on Instagram (HomeEase.nz) or Facebook (HomeEase NZ).
Customers:
- Is HomeEase free to join?
Yes – it is completely free for our customers.
- How can I contact the service provider?
Through the messaging forum within the HomeEase website.
- I’ve booked a service. What now?
Thanks for booking through HomeEase. Once you’ve made a booking, the service provider will get a notification of your booking. It will then be up to the service provider to contact you and arrange the service. Usually service providers should contact you within one business day. If it’s taking longer than this, please get in contact with us via our email @homeease.co.nz and we can try to help you out. We’ve designed HomeEase so that no money changes hand until a service is completed, meaning you never have to worry about paying for a service that doesn’t happen!
- How do I pay for the service?
All bookings made through HomeEase are paid for outside of the platform. This means you can arrange with your service provider to pay by cash/ card/ bank transfer or another applicable method. We run the platform this way to protect you from fees (payment providers can charge upwards of 4% per transaction).
- What happens if I am unhappy with the provided service?
HomeEase is committed to ensuring a positive experience for all of its users. If you have had an unsatisfactory experience with a service provider through our platform, please report this experience to our email @homeease.co.nz. Unfortunately, HomeEase is not liable for any damages caused by a service provider (please refer to our terms and conditions). However, we can take alternative steps such as removing the service provider from the platform. If you do have a complaint, please provide as many details/ evidence as possible.
- What happens if my provider doesn’t show up?
Please see above.
- Can I contact a provider on short notice or outside of regular business hours?
Businesses on the HomeEase platform will have a notice period shown on their profiles. You can book or message providers for a job that fits outside of these notice providers. However, there is no guarantee a provider will get back to you.
- How can I leave feedback?
Want to share some positive feedback? To do so, visit the listing which you purchased and click the ‘write a review’ prompt. Note, HomeEase will only accept reviews when we can verify that the customer has purchased and received the service they are trying to review. We will not tolerate any abuse or other inappropriate reviews.
- How can I trust that the service provider’s details are correct?
Ultimately, the HomeEase platform is built on trust. HomeEase does not tolerate use of incorrect or misleading information and service providers which abuse the trust of the platform will have their accounts terminated. For extra safety, you can look for ‘verified’ service providers (the ones with the green tick). Verified service providers are businesses we have had contact with and been able to verify their listing details.
Service Providers/Businesses:
- Is there a registration fee to join?
No, it is free to join for all businesses. However, there are monthly subscription options and paid listing packages that will boost your chances of receiving bookings.
- What fees does HomeEase charge?
HomeEase has a simple fee structure. We charge a 5% commission on completed services and requests originated through our platform. The same commission applies for all jobs and users. You will only ever have to pay HomeEase once a service has been provided and you have been paid for it.
- How does the commission system work?
Because payments are facilitated outside of the HomeEase platform, commission will be paid by invoice. HomeEase will invoice on a fortnightly schedule, showing you the revenue made from the HomeEase platform and the associated commission to be paid. For services completed on a quote basis, businesses must provide details of the transaction and the 5% commission will continue to apply. Please refer to our terms and conditions.
- Can I make my personal details, public?
HomeEase permits the publication of certain public details such as the name of your business, where you operate and how many years of experience you have. However, we do not allow contact details such as phone numbers, emails or websites to be made public.
- How can I promote my business through HomeEase?
If you want to give your business and listings better visibility on our platform, HomeEase offers premium listing packages. Premium listings are completely optional and carry a small charge. These listings will be shown above regular listings, giving superior exposure. Please contact us via email if you are interested in any of these packages?
- How can I run a promotion through HomeEase?
Are you wanting to run a month-long special or give users a discount heading into a busy season. Get in touch with us via email. We can run promotion for you through our site and our social media platforms.
- What happens if I have a bad experience with a customer?
Just as HomeEase is committed to ensuring customers are protected, we want businesses to have good experiences with customers as well. If you have had an unsatisfactory experience with a customer, please report this experience to our email @homeease.co.nz. Unfortunately, HomeEase is not liable for any damages caused by a customer (please refer to our terms and conditions). However, we can take alternative steps such as removing the customer from the platform. If you do have a complaint, please provide as many details/ evidence as possible.
- How can I leave feedback?
Leaving feedback for customers is currently unsupported on the HomeEase platform. We know this would be valuable to our businesses and it is a priority for us in the development pipeline. If you have feedback you’d like to share, for now please contact us via email and we will endeavour to figure out a work-around.