Guarantee Pool
What the Guarantee Pool is
The pool is funded by a small percentage on each transaction. The rate is adjusted over time so the pool stays large enough to cover what it actually pays out, and no larger. Money stays in the pool — it's not held against individual accounts, and it isn't revenue for the platform.
How payouts work
When a job goes wrong, the helper is charged back for anything they owe the client. The pool only pays when that charge can't be collected, or in genuinely exceptional cases where holding one person liable isn't reasonable.
Helper responsibility
Helpers are responsible for their own work and any harm it causes. Carry your own insurance. The pool is not a substitute for doing the job right.
Making a claim
If something extraordinary has happened that falls outside normal responsibility, you can file a claim. Every claim is reviewed case-by-case through Help & Support.