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Master help/Chat rules

Chat rules for professionals

All important agreements should stay in the chat: what the work is, at what price, when it will be done and what the service includes.

For safety, exchanging contact information, agreeing off the platform and moving payment elsewhere are not allowed. A violation may lead to a warning or account restriction.

How to write well

Ask briefly and specifically

In one message ask the customer only the essentials: size, material, complexity, time or a detail related to the address.

Record the price and terms in the chat

For example: “The price is ₾150. It includes removal and installation. Materials not included.” Such a note reduces misunderstandings.

Agree on the time and visit in advance

If an on-site visit is needed, briefly explain the reason and offer a few specific time options.

What is not allowed in the chat

Excessive messages and aggressive communication
  • Sending many identical messages in a row.
  • An aggressive tone, insults or threats.
  • Flooding the chat with useless texts.
  • Advertising another service or misleading the customer.
Sharing contact information

Don't share your phone number, social media, messenger or other contact channel. If the customer asks for a number, reply calmly: “For safety, let's keep communication here, in the chat.”

Moving payment off the platform

Don't request a personal transfer, card details or upfront payment bypassing the platform. The agreed payment must stay within the StepHome rules.

What happens if the rules are broken
  • On the first violation you may receive a warning.
  • Repeated violations may lead to account restriction or a block.

Why this matters

Evidence during a dispute
Support relies on the agreement recorded in the chat.
Safety
Moving off the platform increases the risk of misunderstanding and fraud.
Faster agreement
Specific and calm messages reduce misunderstandings.
Having a problem in the chat?
Message support and briefly describe what happened. If it's about an order, include the order number too.
Contact supportBack