Esta Community Guidelines
Our vision at Esta is to create employment opportunities for people with unique talents. This passion led us to embark on a mission to provide the fastest and most transparent tool for those who need help. Help to get quick job estimates for home services. Help to find reliable home professional for any service need.
Our guidelines were developed based on our commitment to our vision and mission, to bring trust and transparency to how homeowners/renters and contractor connect, feel safe, respectful, and do their business in the light of day. A contractor, also called, home service professional or pro, is defined as skilled tradesmen. These guidelines are guided by our core values and, applies to anyone who uses our apps including home service professionals, local contractors, and home owners/renters. We are grateful for your support in our bid to engender a safe and trusted environment before, during and after a job execution.
The Esta guidelines below help define some of the specific do’s and don’ts actions or behaviours that may allow access or cause you to lose access to the platform. While we understand there may be unconscious errors that may limit access to the Esta apps, we may investigate these cases, and continue to update these guidelines periodically. The following guidelines are sufficient to mandate actions relating to the use of the platform. We strongly recommend you take a moment to read them.
Everyone who signs up on the Esta platform is required to follow Esta’s Community Guidelines. These guidelines reflect our core values and belief system.
We are fortunate to have a diverse and engaging community of homeowners, renters, and home professionals and chances are, each or any engagement might be with same or different cultures, belief or orientation. The guidelines in this section help to foster a transparent and positive interactions during every experience.
Be better than yesterday
Each job request on the platform comes with sometimes similar but mostly different requirements either with a repeat customer and new one. This section outlines our expectation to have your work even better than the prior project.
Safety is everyone’s business
We’re hard at work every day to help create safer experiences for everyone. Your safety drives us. That’s why these standards were written. This also applies to proper adherence to Covid – 19 precautions during job executions.
Follow local laws and regulation
We take an uncompromising stand on following applicable laws and regulations and expect every user of the Esta apps to do the same. Together we can do our part to ensure we obey the laws of the land.
Every feedback matters
Our focus and commitment toward good service delivery is unperturbed. However, somethings things happen that hesitates urgent communication and resolution. In few scenarios like this, we have made it easy for you to reach out to our dependable team. We continue to make efforts to improve the standards and your feedback is an intricate key to ensure these standards remain relevant.
1. Be transparent
Honesty, respect, courtesy, and transparency are intricate elements of building trust with any user. We expect that you treat each Esta app user according the virtues and by doing this, you will have initiated an action that can have a positive impact on the trust factor and safety for other users.
For example, always try to be on time for your scheduled job because nobody likes to wait. It’s also common courtesy to behave with decency, not to shout, swear, or make unnecessary noise whilst completing a job request. And by tidying up after yourself—whether by taking your trash home or properly disposing them in a designated thrash can as provided by the homeowner.
Always remember that when you use the Esta apps you will meet people who may look or think differently than you do. It is important that you respect their differences.
We also believe that all our partners be aware and adhere to our uncompromising stance on sexual assault, misconduct and discrimination, illicit behaviour, direct and unwanted contact. This is particularly more important as we navigate the COVID -19 pandemic together.Sexual assault, misconduct and discrimination
Sexual assault and sexual misconduct of any of its form is prohibited. While it is okay to chat with the customer about the job at hand, you are not allowed to comment on the physical orientation of any customer, nor invade user privacy, boundaries or anything that makes for inappropriate behaviour and discomfort. We do not tolerate any sexual contact, act or related activity while using the Esta apps for service delivery, even if there is a mutual consent.
Discrimination against someone based on traits such as their country of origin, age, gender identity, marital status, race, religion, colour, tribe, disability, sex, sexual orientation, or any other characteristic protected under relevant law is not allowed.
- Illicit behaviour
It is always a good idea to begin each scheduled job with an open mind and professionalism. It is also advisable to avoid user discussion about sensitive topics like politics, religion, sports and more, that may trigger negativity, aggression, harassment or confrontation. We advise to focus on the job on hand to ensure a quality delivery.
- Direct and unwanted contact
You are not allowed to touch anyone at any time in your engagement with a customer. At the end of a scheduled job, all contact with that user must seize except if it a return job to correct a defect. Any contact solicitation in any shape or form is not allowed.
For example, texting, calling, visiting, or trying to visit users in person after a completed job is not prohibited. For new jobs, pros must refer back to the app to begin another bidding process.
2. Be better than yesterday
Quality work and professionalism during a scheduled job is always a good practise. It improves the likelihood of an excellent job review and in turn lead to repeat or new customers. Always remember to focus on quality work, one better than your prior service.
To better than yesterday transcends to engagement on the Esta apps. This applies not only quality job delivery but attitude, ethics, respect, decency or openness. With this shared understanding, together we are foster a community where trust and transparency of everyone’s actions and activities remain the foundation of our success.
Also, when a job is defined and scheduled on the Esta apps, treat each delivery as an opportunity to show your best work. While project Crip may sometime occur, however, expanding the job scope is not allowed. Any additions or changes must be routed only through the Esta app.
3. Safety is everyone’s business
The safety of all our users is paramount to us, and the fulfilment of this intent is a cumulation of all of our efforts. By acting in unison toward ensuring every user is safe at the beginning or after each job schedule is everyone’s business. That’s why we have developed standards on account sharing, user age, and more.
- Drugs and alcohol
Drug and alcohol use have no place in our belief system while using the Esta apps.
If you, the home professional or contractor or any team member is intoxicated before a job schedule, please stay home. Likewise, if a customer is intoxicated at the inception of a job, you have the right to reschedule or decline the job. The law prohibits working while under the influence of alcohol, drugs, or any other substance that impairs your ability to safely operate a machine/tool.
If you’re a homeowner or customer and you have reason to believe your contractor may be under the influence of drugs or alcohol, ask the contractor to leave immediately, and report your experience to Esta at firstname.lastname@example.org
- Property damages
It is common practise to be careful during home renovation or schedule jobs. Damaging a user property is never allowed. If at any time during your job engagement that you damage a user property, you’re responsible for the cost of all repair fees.
- Account sharing
Users are not allowed to share any Esta account. To use any Esta app, you need to download the app from the apps/Google store, register and maintain an active account. You are not allowed to share your personal username and password with anyone else. For example, contractors must complete all parts of a job task themselves or with extra help with the contractor in attendance.
- Professionals/Home service contractor information
For an easy recognition, Esta will homeowners/customer access to information about home professionals, including their phone no, job reviews, profile picture, and name. It is important to have an updated profile information to ensure customer experience is seamless when using the Esta apps.
Accepting jobs or payment outside the Esta apps by reaching out to current or previous customers is never allowed. We take swift action to address any contractor behaviour that negates this intent. This may lead to suspension or life ban from the platform.
Our goal remains to ensure a safe and trusted customer experience for all users. Hence, participating in any illegal or unscrupulous act resulting to fraud or deception is not allowed on the Esta app. For example, using someone else’s identity to bid or service a job is prohibited. Also, falsely claiming fees or scheduling or completing jobs to launder money is not permitted on the Esta app. These are serious federal and state offences and we will notify relevant local authorities.
Other fraudulent activity may also include, but not be limited to: deliberately reducing project cost on the app to settle the balance offline, creating fake or duplicate accounts for fraudulent purposes or abusing any promotions and/or not using them for their intended purpose.
Also, using Esta’s trademark or intellectual property without permission is not allowed. All Esta brand assets including but not limited to logos, shirts, signages or placard are all the property of Esta and as such cannot be reprinted without the written consent of Esta.
4. Every feedback matters
If something happens, whether it’s good or bad, write or call us. We like to know, make it right and be better. Together, we can build on these standards to ensure a better experience for the entire Esta community. We have incorporated feedback measures within the apps through reviews, and would like to hear your thoughts after every completed job. In the advent of an immediate emergency, don’t panic, call local authorities for immediate assistance.
After every completed job, homeowners are able to rate the contractor on a scale of 1 to 5 stars, attach an after picture of completed job, as well as give feedback on how the job went at the conclusion of every home service. This feedback system improves accountability and helps create a respectful, safe, and transparent environment for everyone. Contractors can see their current rating in the feedback section of the app.
If you are a home service contractor, your score is based on cumulative rating from all completed jobs for customers. Local contractors who do not meet the minimum rating score may lose their access to the Esta platform. To maintain an acceptable average rating, we recommend continued honesty and transparency in service delivery, punctuality to job appointments, courteous and respectful to all people while using the Esta apps. But we know that sometimes a job delivery might not go well—that’s why your rating is an average rating.
While there is a minimum average rating in each city. We will let you know if your rating is approaching this limit, and if you lose access to your account as a result of your rating, we will share information that may help you improve your rating.If you believe an error caused you to lose access to your account, you may contact the Esta customer support team.
We encourage homeowners to submit reviews following the completion of any home improvement project. Prior to submitting your review, please take a few moments to familiarize yourself with our guidelines to ensure that the review you submit is representative of the completed job and that it will get approved and posted.
- All reviews must be original. We recommend users/homeowners write the reviews themselves.
- All reviews must be constructive, avoiding accusatory and vulgar language.
- All reviews must exclude any personal and/or identifiable information. This includes using full names, name initials, phone numbers, email addresses or private correspondences.
- All reviews must focus on the project completed by the company you had a financial transaction with/hired. Do not mention competitor company names or additional company names in the review.
- There must have been a financial transaction between the review writer and the home service professional. Financial transaction is defined as a transfer of funds between the homeowner and the company. The review must relate to the repair, improvement, purchase, or construction undertaking, completed by a written contract. This also includes refunds.
- All reviews must be a minimum of 30 words long and written in English.
- All reviews must be written by past customers who are unrelated and/or unaffiliated with the home service professional. Family members, current or past employees cannot write reviews.
- Offering incentive or discount programs to homeowners in exchange for reviews is not allowed. No such reviews will be approved.
- All reviews must be non-commercial, meaning they cannot include promotional material or links to other websites.
- All reviews for companies should be left using a homeowner account. This includes home professionals hired to assist with a job at your home or place of work, or sub-contracting companies.
- Anyone writing a review or responding to a review on behalf of a company, must be over the age of 18.
Esta will only remove reviews:
- At the request of the homeowner
- During an investigation
- Written by an unverified client
Enforcing our guidelines
Esta receives feedback through a variety of channels, reviews reports submitted to our customer success team that may violate our Community Guidelines, and may investigate through a specialized team. If we are made aware of potentially problematic behaviour, we may contact you so we can look into it. We may, at our sole discretion, put a hold on your account or turn your account inactive until our review is complete.
Not following any of our guidelines may result in the loss of access to your Esta accounts. This may include certain actions you may take outside of the app like taking Esta business away from the platform to avoid fees, such an action threatens the safety and integrity of the Esta community, or cause harm to Esta’s brand, reputation, or business.
And if the issues raised are serious or a repeat report, or you refuse to cooperate, you may lose access to the Esta apps. Any behaviour involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using the Esta apps can result in the immediate loss of access to the Esta apps. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Guidelines for Law Enforcement Authorities.
If you’re a contractor and you lose access to your Esta account for a low star rating, you may have the opportunity to get back on the road after re-training or you provide proof that you’ve successfully taken a quality improvement course offered by third-party experts.
Lastly, all contractors wanting to use the Esta app undergo a screening process and background checks. A home service professional will lose access to their Esta account if a routine character or background check uncovers a violation of Esta’s Community Guidelines or other criteria required by local regulators.