Frequently Asked Questions

GooHom is an online marketplace connecting Filipino households with ID-verified home service providers across Butuan City, Cabadbaran City, Buenavista, Nasipit, and Carmen — covering cleaning, beauty services (haircuts, manicures, massage, and more), and motorcycle repair & maintenance. Mobile mechanics travel to your location so there's no shop drop-off required. Browse and book, compare providers by ratings, tier badge, and offered price, then pay with GCash, Maya, card, or cash. Your payment is held safely by the platform until you confirm the job is done. Visit goohom.ph straight from your browser — you can also install it on your phone, no App Store needed.

GooHom is a Progressive Web App (PWA). You install it directly from your browser — no App Store needed — and it behaves like a native app, including offline support and a home-screen icon.

We currently cover five areas in Agusan del Norte: Butuan City, Cabadbaran City, Buenavista, Nasipit, and Carmen — all with barangay-level precision. Expansion to additional areas will follow demand and provider supply.

A single search bar parses natural-language queries — "deep cleaning", "aircon repair", or "book a haircut tomorrow at 9am". If we detect a full booking intent, we pre-fill a booking card you can confirm in one tap. We do not search by provider name — names are not unique on the platform — so we point you to a service search instead and let you pick a provider during booking. Limited to 5 AI searches per day per user.

Go to goohom.ph (install it on your home screen — no App Store needed), then: search or browse the service you need (cleaning, aircon, massage, haircut, motorcycle repair, and more); pin your address on the map and pick a date and time slot; compare providers by ratings, tier badge, and offered price — then tap Accept; and pay with GCash, Maya, card, or cash. Your payment is held safely by the platform until you confirm the job is done.

No — it is your choice. When you tap "Yes, accept" on a provider's bid, you are asked: Pay now (Recommended) or Pay after service. Choosing Pay now sends your payment directly into escrow — your money is held safely by the platform and released to the provider only after the job is done and you confirm. Choosing Pay after service follows the existing flow where you pay once the provider marks the job complete. We recommend paying now because it locks in your booking, gives the provider confidence to show up, and gives you full GooHom escrow protection from the start.

Yes — free cancellation up to 6 hours before the booking start time, while the booking is still in Open status and before payment is made.

Yes — three light-touch prompts after the provider marks the job complete: an immediate "How was the service?" card on your home screen + notification, a 4-hour follow-up, and a 20-hour heads-up before auto-release. Every prompt offers both "release now" and "open a dispute" as equal options. If you do nothing, your held payment automatically releases at the 24-hour mark — your safety net stays intact.

Yes. On any completed booking, tap "Rebook this service" — we pre-fill the same service, quantity, address, and time slot, so you only need to pick a new date. The new job is automatically reserved for your previous provider for an exclusive window: they get an instant in-app notification and other providers cannot see or apply to the job. If they do not respond, you can tap "Open to other providers" at any time to release the reservation and let any qualified provider in your barangay apply. You are never stuck waiting.

If your provider hasn't arrived 60 minutes after the scheduled start time, a "Provider didn't show up" button appears on your booking detail page. Tapping it flags the booking and records a strike against the provider — first offense is a warning, second results in a 30-day suspension, and a third leads to permanent deactivation. A "Find another provider" button then lets you repost the same job as a new open booking so another qualified provider can apply right away. No payment is charged — GooHom only collects payment after a service is confirmed complete.

If it has been 60+ days since you last booked with a provider you have worked with before, we surface a one-time nudge on your home screen with the RETURN50 voucher pre-applied — ₱50 off your next booking with that provider, no minimum order. It is capped to one redemption per (you, that provider) per quarter so it stays a genuine "welcome back" rather than a recurring discount. You can opt out of these nudges in your profile settings.

GCash, Maya, GrabPay, QR Ph, credit/debit card (Visa, Mastercard, JCB), over-the-counter (7-Eleven, Bayad Center), and cash (declared in-app). Digital payments are held safely by us — we only release the money to the provider once you confirm the job is done. If anything is wrong, you have 24 hours to open a dispute.

We charge 8% on in-app digital payments (GCash, Maya, GrabPay, QR Ph, card, OTC via Xendit) and 10% on off-platform payments (cash or direct e-wallet handed to the provider). On a ₱500 in-app job the provider keeps ₱460; on a ₱500 cash job the provider collects ₱500 from the customer and owes ₱50 commission to the platform. The lower in-app rate is a deliberate incentive — keeping payments on-platform means your money is held safely until the job is done — protecting both sides.

Yes — Xendit's processing cost is passed through to the customer at checkout, separate from the provider commission. E-wallet (GCash, Maya, GrabPay, QR Ph): flat ₱15 added to your total. Credit/debit card (Visa, Mastercard, JCB): 3.2% + ₱10, rounded to whole pesos — on a ₱500 booking that's ₱26; on ₱1,000 it's ₱42. OTC (7-Eleven, Bayad Center) and cash declarations: no processing fee. The exact amount is shown on the checkout screen before you confirm payment.

The provider declares the cash payment in-app. The platform's 10% commission is logged to their wallet as a negative balance. Providers with a negative balance cannot apply to new jobs until they settle — either by paying via the in-app checkout, or by earning in-app jobs whose 92% credit auto-offsets the debt over time. If a provider never declares the payment at all, the platform automatically logs the commission the next morning once the booking's scheduled date has passed — providers cannot avoid the commission by ignoring the app.

Payouts happen in two stages. Stage 1 — wallet credit (0–24 hrs): the provider marks the job complete and the customer can confirm immediately, or the platform auto-releases the amount after 24 hours if they do not act. Stage 2 — bank deposit: the provider opens their Wallet page and taps "Request payout" anytime their balance is ₱100 or above. The transfer arrives within 1–3 business days depending on their bank. There is no fixed schedule — providers withdraw whenever they choose.

You are protected. After the provider marks the job complete, you have 24 hours to tap "Open a dispute" inside the app — that freezes your payment so it is not released to the provider. You can also tap "Not happy with the service? Report an issue" on your booking and check "I'd like to request a refund" — this freezes the escrow automatically so our team reviews before any money moves. An admin either refunds you to your original payment method, or releases payment to the provider if the dispute is not valid. If the provider was already paid out before the dispute, the platform automatically reverses that credit so the same money is never paid twice. Cash customers get the same 24-hour window via "Dispute this payment" right after the provider confirms receipt.

After 4 hours of inactivity on an ongoing booking, a "Service seems abandoned" button appears on your booking page. Tapping it opens a dispute that immediately freezes any held payment so it cannot be released to the provider. You will receive an in-app confirmation that your payment is protected. If you paid through the app (GCash, Maya, card, etc.), the dispute auto-resolves in your favour after 24 hours with a full refund to your original payment method — no admin action needed unless the provider contacts support to contest within that window. If you paid cash or direct e-wallet outside the app, GooHom never held that money, so recovery is between you and the provider directly.

When the dispute resolves — whether automatically after 24 hours or by an admin — you receive an in-app notification. For refunds processed through the app, the money typically arrives back to your original payment method within 3–5 business days depending on your provider (GCash, Maya, card network, etc.).

Every provider uploads a government-issued ID, a selfie, and a selfie holding the ID. An automated AI check runs immediately — verifying document authenticity, matching the selfie to the ID photo, and screening for duplicate documents. Most providers are approved automatically within seconds. If the AI is uncertain, the provider can re-upload clearer photos right away (no cooldown) or escalate to our admin team for manual review. Only approved providers appear in search or can apply to jobs. ID images are stored in a private, encrypted bucket and are automatically deleted within 30 days of the decision — only the verification status is retained.

Yes. Row-Level Security is enforced on every database table; chat channels are isolated per booking; ID documents are never publicly accessible; and we comply with the NPC's data privacy guidelines. Every admin action is logged.

Most applications are auto-approved within seconds — the AI checks your documents instantly and, if everything passes, activates your account right away. If the AI flags something, you can re-upload clearer photos immediately (no cooldown) and the check reruns at once. If you prefer, you can escalate to a human admin instead; manual reviews typically complete within 1–3 business days. If an admin rejects your application, you will see the reason and can resubmit after a 24-hour cooldown.

They reflect the provider's on-platform track record, refreshed every night. Gold = 20+ completed jobs with no open disputes in the last 90 days and no unsettled commission. Silver = 5+ completed jobs under the same conditions. Bronze = the starting tier, or a temporary drop after an open dispute or unpaid cash commission. Tiers automatically restore once the issue is resolved — a higher tier means more customer trust and more bookings.

Reviews always show on the record, but reviews left on bookings that show signs of bypass (off-platform payment combined with chat redactions) are excluded from the public average. This keeps the headline rating a fair read of in-app behavior — not something a customer-and-provider pair can pad by drifting off-platform.

On any completed booking, tap "Report a problem" below the rebook option. Choose a reason — inappropriate behaviour, fraud or scam, property damage, safety concern, service quality was unsatisfactory, overcharging, or other (details required for "other") — and add optional notes. Check "I'd like to request a refund" if you want our team to review a refund: if your payment is still in escrow, this freezes the auto-release immediately so no money moves until an admin decides. Reports are reviewed confidentially within 1–2 business days. You can only submit one report per booking.

Applying is free. Go to goohom.ph, create an account, then tap "Apply to Become a Provider". Fill in your skills, service areas, and available hours, then upload your government ID, a selfie, and a photo of you holding the ID. Submit — our AI reviews your documents instantly. Most approvals happen within seconds. If something is flagged, re-upload clearer photos right away (no cooldown) or request a human review instead.

In-app payments (GCash, Maya, card, OTC via the platform): you keep 92% — the platform takes 8% commission. Cash or direct e-wallet payments: you collect the full amount from the customer, then owe 10% commission logged as wallet debt. On a ₱500 job paid in-app you receive ₱460; on a ₱500 cash job you collect ₱500 and owe ₱50. Your wallet balance accumulates across jobs and you request a bank transfer anytime from the Wallet page (₱100 minimum, 1–3 business days to arrive). A small Xendit transfer fee (₱10 for bank accounts, ₱15 for e-wallets) is deducted from each payout.

Tap "I've arrived" on your job detail page as soon as you get there. This starts a 60-minute grace period with a visible countdown. If the customer still hasn't answered after 60 minutes, a "Flag customer no-show" button appears — tapping it records the no-show on the customer's account. At 3 cumulative no-shows their account is flagged for admin review. No commission is charged since the service was never rendered — this only affects your active job count and is not penalised on your end.

You will receive an in-app notification as soon as the dispute is opened. You have 24 hours to contact support if you believe the report is incorrect — for example, if there was a genuine emergency or a miscommunication. If no action is taken within 24 hours, the dispute auto-resolves in the customer's favour and any held payment is refunded to them. Contacting support within the window does not guarantee the dispute will be reversed, but it does pause auto-resolution so an admin can review both sides. Repeated abandoned-service disputes affect your provider tier.

It depends on the block type. If it is a debt block (outstanding commission balance), open your Wallet page — the settle flow is shown right there. Pay the owed commission and your wallet restores automatically the moment your balance clears. No need to contact anyone. If it is a fraud block (platform policy violation), your wallet page will show an "Account under review" notice. Settling the balance does not lift a fraud block — an admin must review and restore it manually. In both cases you receive an in-app notification when the block is applied and again when it is lifted.

Yes. The customer home has two tabs: "Find a service" (the standard category browser) and "Find a provider" (a filterable list of approved pros). The provider list ranks Gold → Silver → Bronze, then by verified rating and completed jobs. Filter by skill (Cleaning, Beauty, or Motorcycle) and location to narrow the list. Tapping "Book now" on a provider card opens a service picker scoped to that provider. The booking is automatically reserved for that provider — they get an instant notification and other providers cannot see the job. To switch providers mid-flow, restart from the Find a provider tab.

GooHom connects you with vetted mobile mechanics who travel to your location — no shop drop-off needed. We cover three areas: Routine Maintenance (oil changes, brakes, tires, chain), Repair & Diagnostics (electrical, engine, full diagnostic), and Detailing & Wash (basic wash, full detail). For standard services (oil change, brake pads, chain lube, etc.) the competitive-bid model applies — providers bid at or above the admin floor and you accept the best offer. For complex repairs where the scope cannot be known upfront, the mechanic arrives, inspects the bike, and submits an itemized parts-and-labor quote inside the app. You review the diagnostic findings and the cost breakdown, then either Approve (work begins and total updates automatically) or Decline (only the diagnostic fee applies). You can also ask follow-up questions over in-app chat before deciding.

You will land on a suspension page with an "Appeal this suspension" button. Select a reason, describe your situation (20–1000 characters), and submit. The appeal goes directly to our admin team for review — you can only have one pending appeal at a time. When the admin makes a decision, you will receive an in-app notification: approval restores your account immediately; rejection shows you the reason on the same page so you can submit a fresh appeal right away. You can also message us via Messenger for additional context.

Yes. From Profile → Support & Info → Request account deactivation, you can submit a request with an optional reason. While it is pending you will see a "Cancel deactivation request" option in the same place — withdrawing it anytime before review keeps your account fully active. An admin reviews each request, and on approval your profile is immediately locked. Permanent deletion from our auth and storage systems is a separate manual step after a final review — so if you change your mind right after approval, message support and we can usually still revert your account back to active.