Hero guide

Your first job

You can take jobs once Hero24 has approved your profile and your payout account works. Until then customers cannot book you.

1. Sign in with your phone. You get a 6-digit code by SMS or voice call. It is valid for 5 minutes. The same step signs you up and signs you in.
2. Choose how you work. As a contractor (Finland only), Hero24's light-entrepreneur service handles the business side for you, and you need no company. As a sole trader or limited company, you invoice through your own business.
3. Fill in your profile. Personal details, company details, the services you offer, your languages, and the country and cities you cover.
4. Upload documents. Business ID, and any qualification, certificate or liability insurance your services need. If none of your services needs a certificate or insurance, you can skip this step.
5. Wait for approval. Hero24 checks your details and documents and emails you when you are approved.
6. Connect payouts (sole traders and companies). Set up Stripe in your account. Both Charges and Payouts must show Active. Contractors are paid through the light-entrepreneur service instead.

In Germany, Spain and Estonia you also complete a short checklist before your first job: tax ID, business registration, liability insurance of at least €500,000, any licences, and a payment account. The app will not let you claim, quote or be booked until it is done.

Getting the job. A new order goes to every approved hero in that city who offers the service and is free at that time, all at the same moment. The first hero to accept gets it.

Doing the job. Tap On the way, Start work, Pause work and Mark as Done as you go, truthfully: breaks are not paid. If the customer wants more than they booked, request an extra in the app and wait for their approval before doing the work. Work they have not approved is not paid.

Your first 10 jobs

Good reviews are what get you more work, so finish jobs cleanly and keep everything inside the app.

How you are paid per job. Each service is priced one of four ways: hourly, fixed price, by area, or by your quote.

• Hourly: time worked is rounded up to the started half hour. You are never paid below the service's minimum hours, or above the booked hours plus approved extra time. Hours the customer prepaid but you did not use go back to them automatically.
• Quotes: a quote with a price must include a time. It stays open until the end of day 7 unless you set another date. The customer gets one reminder the day before it expires.

Extras during the job. You can request more time, material, area or a fixed amount. Each one needs the customer's approval and is paid separately.

For material, you are reimbursed what you paid and Hero24 adds a 10% margin on top for the customer. For example, €100 of material costs the customer €111.11. You cannot mark the job done while an approved extra is still unpaid.

Photos. Add up to 20 photos to a finished job. They show on your profile.

Chat. Each order has one chat with the customer. Messages that look like sharing phone numbers or arranging payment outside Hero24 are flagged to the Hero24 team.

Reviews. The customer gives 1–5 stars and a written review. A review goes public after you or Hero24 approve it, and you can post one public reply. If your average falls below 4.0, Hero24 will talk it through with you and may limit the jobs you receive.

Promotions. You can run as many discounts as you like. Hero24's commission is taken from the discounted price. Material is never discounted.

Your first 100 jobs

The more you earn per order, the lower Hero24's commission. Becoming a Superhero lowers it by another 5 points.

Commission. The rate depends on the size of each order, counted without VAT and without material. It is not based on your monthly volume. The rate is fixed on the order when it is booked.

Superhero. You earn it, and it cannot be bought. Hero24 checks on the 1st of every month. You qualify when all three hold:

• 60 or more completed jobs, or €15,000 or more earned (excl. VAT), over the previous three full calendar months.
• An average rating of 4.7 or higher.
• At least 10 reviews.

For a company, the jobs and earnings of all its employees count together. Superheroes are listed ahead of other heroes on the public hero list.

Monthly package. Pay €1,000 a month plus VAT and pay 0% commission on every order, including your own customers. The 10% material margin still applies. You pay in advance. There is no trial and no yearly plan. If you cancel, 0% lasts until the end of the month you paid for.

Your own customers. Invite customers you already have into Hero24. If you are a sole trader or a company, their orders with you carry 5% commission.

Customers Hero24 found for you stay on Hero24. For 6 months after their last Hero24 job, all work with them goes through the app. Suggesting to take a job outside Hero24 costs €1,000. Actually doing so costs 3 times the job value, at least €5,000.

Employees. If you own a company, invite your employees in your account. They work under your account and their jobs are paid to your company. They need no payout account of their own.

Payouts

You are paid 24 hours after the customer approves the job, and at most 4 days after you mark it done.

1. You mark the job done.
2. The customer approves it. If they do nothing, it is approved automatically after 72 hours.
3. 24 hours later the payout is sent.

New heroes. If you are paid through Stripe, your first payouts are held until 14 days after you signed up. After that the normal timing applies.

Open complaints. If a customer opens a complaint, the disputed amount is held until it is resolved. If they name no amount, the whole payout is held.

What is deducted. From each job, Hero24 deducts:

• its commission (see Your first 100 jobs);
• if you are paid through Stripe (sole traders and companies): an insurance fee of 6% of what you earn after commission, material not included.

You pay no insurance fee if you have uploaded your own valid liability insurance of at least €500,000 and Hero24 has approved it.

Paperwork. You get a receipt for every order. Heroes in Germany, Spain and Estonia also get an invoice for Hero24's fee with each payout. Contractors on the light-entrepreneur service get a payment statement with each payout.

Earnings history. Your Performance page shows the last 12 months. Your payout history can be exported as CSV.

Cancellations and complaints

The later a customer cancels, the more of the order you keep. Once you have set off, you keep all of it.

Material you already bought for the job is always charged to the customer.

A consumer may still withdraw for free within 14 days of booking, as long as you have not set off. After that they pay for the work done, your travel and materials.

If you cancel. You can cancel only while more than 48 hours remain before the job. The order goes back on the list for another hero, and you receive nothing for it. Cancelling often can lower your visibility or restrict your account.

If you do not show up without a valid reason, you are charged the job price (excl. VAT) or €200, whichever is higher. Half goes to the customer, half to Hero24.

Complaints. If the customer reports a problem, you have 48 hours to reply with an offer. Otherwise the Hero24 team takes it over. You can offer back up to:

• 50% before work starts;
• 70% during the work;
• 100% after you mark it done.

You fix real defects at no cost. Any deduction comes with an itemised calculation.

Insurance

You are responsible for your own insurance. Hero24 is not an insurer, so never tell a customer a job is “insured by Hero24” or covered by a “Hero24 guarantee”.

If something gets damaged, the customer reports it to you, and to the insurer where needed.