Trust & safety for private individuals
For: Private individuals
When you book a professional privately, both accounts are verified and your money is held in escrow until the shift is completed.
At a glance
- Who it is for: for you, if you are booking for a private occasion – a party at home, a wedding, a meal with friends. If you are booking for a company or a club, register as a venue.
- What you pay Sunworker: nothing. You pay the professional's fee, but no service fee.
- What protects you: Every account is checked before approval, and your money is held in escrow until the shift is completed.
Why your account is checked too
Before your account is approved, Sunworker checks it. To do this, you upload the front and back of your ID and add your details. Sunworker is only for adults.
The reason: professionals come to your home or your party and should know that a real person is making the request. Only Sunworker sees your ID copy, never a professional. Review and approval of your account
Three ways to find a professional
- Request at the hourly rate: You send a request to a professional. Their hourly rate is billed by the actual time.
- Fixed price: You describe a service package and name a fixed price. The professional accepts or declines it.
- Job posting: You describe your occasion, and professionals apply.
The hourly rate is always set by the professional. You are shown final prices including VAT. What does a booking cost?
How payment works
- You book using the “book with obligation to pay” button. You see the professional's name and address beforehand.
- The booking takes effect as soon as the amount has been collected successfully. You receive the confirmation with all details by email.
- The amount is held in escrow until the shift is completed.
- If you book by the hour, you confirm the actual time after the shift or dispute it within 48 hours – otherwise it counts as confirmed. An additional amount is charged, a lower amount is refunded. With a fixed price, the duration doesn't change the price.
You enter card and bank details directly with Stripe. Sunworker does not store card details.
Important: If an additional charge remains outstanding, you have 7 days to settle it. After that, you can't send new requests or create job postings until it is settled.
More on this: Escrow and secure payment and Collection and escrow for private bookings.
What checking professionals means
You set which credentials a shift requires in your request. Without that credential, a professional can't accept. An uploaded document only becomes a credential once Sunworker has checked it.
The check confirms that a document exists and appears valid. It is not a guarantee of quality. Reviews from earlier shifts and a conversation beforehand via messages give you an impression of that. After your shift, you can review the professional yourself. More on this: Credentials and expiry dates and Fair reviews.
Who your contract is with
Sunworker only arranges the match. You enter into the contract for the shift with the professional. Any claims arising from the shift, including rights in case of defects, are against the professional.
The professional is self-employed. You describe what you need – occasion, number of guests, menu, time frame – and point out house rules and hazards. How the work gets done is up to the professional. What arranging a match means
When the professional comes to you
- You don't have a public profile. Before accepting, the professional sees your first name with initial, your town and the number of bookings you have completed – your address only after confirmation.
- A conversation is always started by you. Contact details and addresses are hidden in the chat before delivery.
- Point out hazards to the professional, such as a faulty cooker, steep stairs or a dog.
- Check your personal liability and home contents insurance beforehand.
Warning: In case of immediate danger, call the police or emergency services first. A report to Sunworker does not replace an emergency call. Staying safe on site
If something comes up
- If you cancel before the booking has been formed
- It costs nothing.
- If you cancel after confirmation
- Depending on the timing, cancellation compensation for the professional may be due. Sunworker shows you the amount before every cancellation. Cancellations and no-shows
- If the professional cancels or doesn't turn up
- You get the full amount refunded.
- If you can't agree on the hours
- Dispute the time within 48 hours. What happens next is explained in Resolving disputes.
Whether you have a right of withdrawal for a booking is explained in the withdrawal policy.
All topics for you
The principles are set out in How Sunworker builds trust. These articles answer individual questions:
Before booking
- Which rules apply to everyone? Ground rules for everyone
- How do I protect my account? Protecting your account and sign-in
- Who can see my address and my data? Privacy at a glance
- What do a professional's credentials tell me? Credentials and expiry dates
Around the shift
- Where is my money held until the shift? Escrow and secure payment
- What should I look out for when someone comes to my home? Staying safe on site
- How do we treat each other? Respect during a shift
- Why shouldn't I pay around Sunworker? Contact and payment outside the platform
- How do I review a professional? Fair reviews
If something goes wrong
- What applies if someone cancels? Cancellations and no-shows
- You don't agree with the hours? Resolving disputes
- Someone isn't following the rules? Reporting violations – and what happens next
- Is your account suspended or limited? Account suspension and complaints
If you can't find an answer, write to kontakt@sunworker.eu and include the support ID from your account.
Frequently asked questions
Do I pay Sunworker anything?
No. As a private individual, you don't pay a service fee. Account, search, requests and messages are free.
Can the professional see my ID?
No. Only Sunworker sees your ID copy.
What happens if the professional doesn't turn up?
Message them first – they may be stuck in traffic or at the wrong entrance. If they really didn't come, you mark the confirmed shift as “no-show” and get the full amount refunded.
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