Frequently Asked Questions

Below are the answers to many frequently asked questions.

If you do not find the answer here please contact us directly on info@helpinghero.com

1. Registration

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Q: How do I change my details once I am registered?

Use the “About Me” choice in the HelpingHero "Me" menu to update your details at any time.

Q: How do I register?

Use the “Register” link on the HelpingHero Home page to register yourself.

Q: Are my registration details secure?

Yes – please see our Privacy policy for information on how we treat your personal information.

Q: Do I have to register individually for each service that I want to use?

No – once you register for HelpingHero you can simply select which services (babysitting, pet sitting and house sitting) you would like to use.

Q: Do I have to pay to register at HelpingHero?

No there is no charge to register yourself and your family with HelpingHero . Access to the point transactions and sit services is provided at no charge for the first two months after you register your family so that you can become familiar with the service. After that there is an annual $30 (Australian) fee to use the points transactions and sit services.

Q: What is the difference between a Member, Family and Team?

HelpingHero Member: A member is an individual person who has registered to use the HelpingHero website. HelpingHero Family: a Family is composed of members who are related in some way. A Family can be as small as one person or as large as is required. Generally a Family will consist of the people living at the same address, but this is not a requirement. It is at the Family level that points are traded on HelpingHero. So if you baby-sit a child for another person the points are transferred between their family and your family. HelpingHero Team: A Team is composed of Families and is the basis of your community. They are the families from whom you request services and to whom you provide services.

Q: Can I have a Family of one person?

Yes - you can have a family with just one person in it. Simply register as a Member, create your family but do not invite any other family members. By this action you will have created a family of one person.

2. Bookings

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Q: How do I make a booking for a Sit

Use the “Request a Sit” menu option. From there you can define the details of the sit (what type of service, when, who, etc). When you request the sit it will be sent to the selected members of your HelpingHero team.

Q: Can I book a HelpingHero on the same day or is their a minimum notice period?

There is no minimum notice period however the earlier you request a sit, the more likely that the members of your HelpingHero team will be able to perform the sit for you.

Q: How much does it cost to book a helping hero?

Booking a sit has no charge from HelpingHero however, you must be a financial member of HelpingHero to access the function.

Q: Will I lose my booking points if I cancel?

No – you do not lose any points if you cancel a sit.

Q: Can I change a booking once it has been made?

Yes- simply use the Change function on the “Sits for me” menu selection

Q: What if we are not happy with the service that the helping hero provided?

If you are not happy with the HelpingHero team member you have used you can choose not to invite them to perform that service for you in the future. Simply de-select their family when you next make a sit request.

Q: What if I am extremely happy with the helping hero and want to make him/her my preferred choice?

If you are very happy with a particular HelpingHero team member you can deselect all of the other families in the team when you request a sit. Remember however that the chances that your sit will not be accepted are higher if you invite fewer families to perform the task for you.

Q: Do I get back my points for unsatisfactory services provided by the HelpingHero?

No – HelpingHero does not interfere or arbitrate in the working of each HelpingHero team we only perform a management service. If you are unhappy with a particular service you should contact the person and resolve your concerns directly with them.

3. HelpingHero Team

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Q: Can I add people to my HelpingHero Team after it is formed?

Yes – you and any member of your HelpingHero Team can invite new members at any time by using the "Invite Team Member" menu selection.

Q: How do I join a HelpingHero Team?

There are two ways to join a HelpingHero Team: start you own or have someone invite you to be a member of theirs. To start your own HelpingHero Team simply go to the My Team menu selection and select a name for your HelpingHero Team. A new HelpingHero Team will be created with you as the only member. You can then start inviting other members to be part of your HelpingHero Team.

Q: How do I add a member to my HelpingHero Team?

To add a member to your HelpingHero Team use the “Invite New Member” menu link. There you can email your friend and they will be able to join your HelpingHero Team.

Q: Do I have to manage the Team?

No – HelpingHero undertakes the management of the HelpingHero team for all of the team members. All you have to do is request services and respond to requests from other families. HelpingHero tracks all of the bookings, requests for help, completed sits, point transfers, enforcing team rules, etc.

4. General

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Q: What do I do if I have forgotten my password?

You can retrieve your password by using the “Forgotten Password” link on the login page.

Q: How do I change my password?

Use the "About Me" page to change your password.

Q: How do I get help if I need it?

You can contact us via email at info@helpinghero.com and we will respond as soon as possible. Please include as many details of the problem you are having in your email.

Q: I’m having problems logging on, what help do I get?

You can contact us via email at info@helpinghero.com and we will respond as soon as possible. Please include as many details of the problem you are having in your email.

Q: What is the difference between HelpingHero and a babysitting service?

HelpingHero is not a babysitting service but we do provide an administration function for a babysitting co-op. That is where the members swap service with each other at no charge. HelpingHero is a co-op management service that makes the requesting and giving of community help easy to mange.

Q: What are the types of help available?

At the moment the HelpingHero manages babysitting, pet sitting and house sitting. In future we will also be releasing car pooling.

5. Points System

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Q: How do I earn points?

You earn points by performing services for other members of your HelpingHero team. When you confirm that you have performed the service, the points are automatically added to your account and debited from their account.

Q: How do I redeem points?

You redeem points by requesting a Sit from other members of your HelpingHero team. When they have performed the service the points are automatically debited from your account and added to their account.

Q: Can anyone in my HelpingHero team earn and redeem points?

Yes – the whole idea is that all the members of the team will earn and redeem points amongst each other.

Q: How do I change the allocation of points?

The allocation of points is determined by your HelpingHero team rules. When you first start a HelpingHero team you are provided with a standard set of points rules that you are then able to customize to meet your Team’s needs. To change the allocation of points use the “Suggest New Rules” menu selection under My Team and follow the instructions.

6. Security

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Q: Is it safe to use my credit card details over the internet?

HelpingHero use the secure global PayPal payments system to process your payments. At no time do HelpingHero have access to you your credit card details. All payments are processed by PayPal on their servers and we are only provided with the information that you payment has been successful. We perform our transactions this way to ensure the highest level of security for your transaction and credit card details. In general PayPal will use e-commerce servers using SSL (Secure Sockets Layer) to communicate with your browser. As long as your browser shows that you have a secure connection (see below) then it is highly unlikely that anyone will get access to your credit card details. Intercepting useful credit card information over the Net is not easy to do. It is far easier for people to steal credit card numbers by other means, for example, shop assistants or waiters, who can copy the details and use them dishonestly. How do you tell if the Internet connections are secure? Check if the web address on the page that asks for your credit card information begins with "https:" instead of "http:"; if so, this technology is in place. Also if you are using Microsoft Internet Explorer you can see the icon of a lock on the status bar.

Q: Have backgrounds checks and references being done on the people who register?

No – we do not perform background checks on the people that register for the HelpingHero services. We provide a service management only function. We suggest that you only invite people whom you trust to be part of your HelpingHero team and then to only approach people in the HelpingHero team that you trust to perform the service you are requesting.

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