FREQUENTLY ASKED QUESTIONS

GENERAL FAQ

  • WHAT HAPPENS TO MY PERSONAL DETAILS?

    BrainWith’s priority is your privacy. Your personal details are secure at all times. BrainWith will never share your personal data with third parties.
  • HOW DO I KNOW I HAVE AN ORDER?

    When a client orders a service, the seller is notified by email, as well as on the site while logged into his (her) BrainWith account.
  • When is an order in progress?

    Once payment is confirmed, your order will be created and given a unique order number. When the seller accepts the order, the job is in progress.
  • Can I be a seller and a client with the same account?

    Yes, users with a seller status also have the ability to order jobs with the same account. However, they don’t have the ability to add sub-accounts. Sub-accounts can only be added with a BrainWith Account for clients.
  • How do sub-accounts work?

    Admin owners with a BrainWith Client Account have the capability to add sub-accounts. This means that employees of agencies and companies get their own BrainWith Company Account. They can login with their company email address and use BrainWith simultaneously. The admin owner is always in charge of the accounts and is the only one who can upload the companies’ BrainWith blance. Read more about this in the related FAQ’s on uploading balance for sub-accounts.
  • Can admin owners deactivate sub-accounts?

    Yes, sub-accounts are easily deactivated. When an employer of an agency or company has a sub-account, but leaves the company, just deactivate his (her) sub-account. This way he (she) can never work on BrainWith with former login credentials.
  • What happens if I don’t pay and communicate through BrainWith directly?

    Paying and communicating through BrainWith ensures clients and sellers that they’re protected under our terms, payments, cancellation, order details and refund policies. BrainWith can’t provide these benefits if your order isn’t booked and paid for directly through BrainWith. If someone asks you to pay for an order outside of brainwith.com, please email support@brainwith.com. If we discover, in an email thread for instance, that someone is suggesting payments and working in general outside of Brainwith.com, we have the right to ban this person from the platform.

 

PAYMENTS, EARNINGS, BRAINWITH SERVICE FEE AND VAT CALCULATION

 

AUDI/VIDEO CALLS

  • How do I login to a Live Session?

    Users login at the scheduled time and date of the live session by clicking the “Go To Cam Environment Button” on their detail order page. Users will be notified with reminders when an upcoming session is about to start. Reminders are sent an hour, half hour and 15 minutes before each session.
  • When does a Live Session start?

    When a client and a seller are both logged in to the “Cam Environment”, the live session starts immediately.
  • When is a Live Session ended?

    A Live Session is ended when the client or the seller logs out of the “Cam Environment” by clicking the red button. 
     
  • What can I do when I’m running late for a session after the “12-hours reschedule policy” has expired?

    You’re running late for a session that can’t be rescheduled anymore, because the “12-hours reschedule policy” has expired. What can you do? Contact your client or your seller, explain the situation, ask him (her) to login to the “Cam Environment” and wait for you. Once you login, supposedly 15 minutes late, the session starts immediately.

  • What can I do if I can’t make it to a session after the “12-hours reschedule policy” has expired?

    Get in contact with your client or seller, explain the situation and ask him (her) NOT to login to the “Cam Environment.” When you both don’t login, a Live Session expires after 1.5 hours. The full amount of balance will be refunded to the client’s balance. No BrainWith fee charged.

  • Do clients receive refunds, when a seller doesn’t show?

    Yes, when a seller doesn’t show, the full amount of balance will be refunded to the client’s balance. No BrainWith fee charged.

  • How does BrainWith know that a seller didn’t show?

    A Live Session starts when both client and seller are logged in. When the client is logged in, but the seller isn’t, after 5 minutes a “Cancel Session Button” appears within the Cam Environment of the client. When she (he) clicks that button, the job is canceled and marked as: NO SHOW SELLER. This means that the full amount of balance will be refunded to the client’s balance. No BrainWith Fee charged.

    However, we encourage clients to contact their sellers before clicking the “Cancelation Button”. Maybe a seller is just running late, then wait for him (her) to log in. If you don’t want to wait, click the “Cancel Session Button.”

    If a client is logged in and the seller isn’t, but the client doesn’t click the “Cancel Session Button”, the session expires automatically after 1.5 hours. Since the client was logged in, but the seller didn’t show, this session is marked as: NO SHOW Seller. The full amount of balance will be refunded to the client’s balance. No BrainWith Fee charged.

  • What if a client doesn’t show, will a seller get paid?

    Live Session Only.
    Yes, sellers will be paid for the first half hour when a client doesn’t show for the Live Session.

    Offline Hours with Live Session.
    Sellers will be paid for the first half hour of the Live Session And for the full amount of Offline Hours that were ordered. After all, the seller has already spent time (working hours) on the job.

  • How does BrainWith know that a client didn’t show?

    A live session starts when both seller and client are logged in. When a seller is logged in, but the client isn’t, after 5 minutes a “Cancelation Button” appears within the Cam Environment, on the screen of the seller. If he (she) clicks this button, the job is cancelled and marked as: NO SHOW Client.

    Before you cancel a Live Session, we encourage sellers to wait and contact the client; maybe he (she) is just running late. If you’re logged in and you don’t use the cancelation button, the session expires after 1.5 hours. Because you were logged in and the client wasn’t, the session is also marked as: NO SHOW Client. Sellers will get paid.

  • What if both client and seller don’t show?

    When neither client nor seller logs in, the session expires after 1.5 hours and the money will be refunded to the client’s balance. No BrainWith fee charged.

  • Can clients ask for a refund when they are not satisfied with a Live Session?

    No, they can’t. However, clients can end a Live Session whenever they want. If they do so before the first half hour, clients still pay the seller’s half hour rate.

  • What can I do to avoid tech issues during a Live Session?

    Tips to avoid tech issues:
    Refresh your browser.
    Use the Chrome or Firefox browser.
    Make sure you close other video chat services e.g:
    Skype, FaceTime, and Google Hangouts.

 

CREATIVE JOB

  • How do rates work for a creative job?

    Sellers indicate their hourly rate on their profile. A client purchases hours when ordering. The seller starts working in his own time and delivers the work by mail/or in person on the expected delivery date.
  • What happens when a seller misses the expected delivery date?

    Sellers are required to deliver on the expected delivery date, but if they fail, clients may cancel an order by clicking the “Cancelation Button” that appears when a seller misses the delivery date. However, we always recommend clients first try to contact their seller and sort things out together before cancelation.
  • Can clients cancel a job after ordering?

    No, once an order is made and a seller starts working on it, that order can’t be cancelled. Suggested solutions when a buyer wants to cancel:
    1. Seller hasn’t started working yet.
      Contact the seller and ask him (her) not to deliver any work on the expected delivery date. The seller misses the delivery date and the client can use the “Cancelation Button” to cancel the job. The full amount of balance will be refunded to the client’s balance. No BrainWith fee charged. Missing a delivery date doesn’t affect a seller’s ranking on the platform.

    2. Seller has started working already.
      Sellers deliver the work on the expected delivery date and receive the full amount of balance. When the client orders another job with this seller, both can agree that the buyer purchases fewer hours to compensate for the hours of the job he (she) wanted to cancel.

  • Can clients cancel the order if they don’t like the delivered work?

    No, clients can’t cancel an order based on their personal taste.However, clients can always contact BrainWith customer support and ask for cancelation of an order, when the delivered materials do not match at all with the discussed brief. For example, when a blank file is received. Clients can request BrainWith Customer Support for a cancelation within 3 days after the work is delivered. BrainWith notifies the seller and the matter will be investigated.
  • Can sellers cancel an order?

    Sellers can decline an order request, but can’t cancel an order in progress. However, sellers can always contact their buyers and explain the situation and ask the buyer to cancel the job after expected delivery date has expired. We encourage sellers to contact their clients and explain the situation to avoid bad reviews.
  • What if a client wants changes on the delivered work?

    Get in contact with the seller and ask for revision on the delivered work. Sellers can offer to do the work for free, but they can also ask their client to purchase additional Offline Hours. Negotiate this mutually.
  • What is the refund policy for canceled and declined orders?

    1. When a seller declines an order request, the full amount is refunded to the buyer. No BrainWith fee charged.
    2. When a seller fails to meet the expected delivery date and the buyer cancels the order, the full amount of balance will be refunded to the client’s balance. No BrainWith fee charged.
    3. When a client is in his (her) right, after complaining about the seller’s delivered work, we refund the amount of balance minus BrainWith fee to the client’s balance.