AIUTO ASSISTANT HANDBOOK
Your guide to accepting, completing, and getting paid for Aiuto jobs
Quick Reference — Before You Accept a Job
Before accepting an Aiuto request, ask yourself:
✅ Do I understand the request?
✅ Do I understand the Member's offer?
✅ Is the offer at least €10 for an Open request or €15 for a Private request?
✅ Do I understand the spending budget?
✅ Do I know what purchases are required?
✅ Can I afford any necessary upfront expenses?
✅ Can I complete the job as requested?
✅ Do I understand how and when I will be paid?
✅ Do I know that receipts are required for reimbursement?
✅ Will I keep all payments and transactions within Aiuto?
If you are unsure about something, ask before accepting the job.
1. Welcome to Aiuto
Welcome to Aiuto!
Aiuto connects Members who need help with reliable local Assistants who can complete everyday tasks and services.
As an Aiuto Assistant, you can choose the jobs that work for you, set your own availability, and earn by providing services to Members through the Aiuto platform.
Before accepting your first job, please read this Handbook carefully. It explains how Aiuto jobs work, how payments and spending budgets work, what you are responsible for, and where to get help when you need it.
2. Your Role as an Aiuto Assistant
Aiuto Assistants are independent service providers.
You are not an employee of Aiuto, and Aiuto does not control how you perform the services you offer.
You decide:
Which jobs you accept
When you are available
Whether a particular job is suitable for you
How you perform the requested service, subject to the requirements of the job and applicable law
Only accept jobs that you understand and are comfortable completing.
3. You Can Also Use Aiuto as a Member
Your Aiuto account can be used both as an Assistant and as a Member.
You can switch between the two modes directly from your Profile page in the app.
As a Member, you can post requests when you need help.
As an Assistant, you can browse and accept available requests that suit you.
4. How an Aiuto Job Works
The basic process is:
1. A Member posts a request.
The request includes an offer for the Assistant.
2. The Member provides a spending budget when the job requires purchases.
3. An Assistant reviews the request.
4. The Assistant accepts the job.
5. The Assistant completes the requested service.
6. If purchases were required, the Assistant uploads the required receipts through Aiuto.
7. The job is completed through the Aiuto platform.
8. The Assistant's payment is held for 48 hours to allow for dispute resolution.
9. After the applicable hold period, Stripe releases the payment according to the applicable payment flow.
The Member's offer and spending budget are two different things. This distinction is extremely important.
5. The Member's Offer and Spending Budget Are Different
The offer is the amount the Member offers the Assistant for completing the job.
The spending budget is money provided specifically for purchases or expenses required to complete the Member's request.
The spending budget is not additional compensation for the Assistant.
Example
If a Member offers €15 for a job and provides a €50 spending budget:
€15 = the Assistant's compensation - Aiuto’s fees
€50 = money reserved exclusively for the Member's requested purchases
The €50 is not your payment for doing the job.
Likewise, you should never use the spending budget for personal expenses or anything unrelated to the Member's request.
6. Minimum Offer
The minimum offer depends on the type of request:
Open Requests
The minimum Member offer is €10.
Aiuto retains 18% of the offer, subject to the applicable minimum fee of €4.
This means the Assistant keeps 82% or more of the Member's offer, depending on the amount of the offer.
Private Requests
The minimum Member offer is €15.
These minimums apply to the Assistant's compensation for completing the request.
They are separate from any spending budget attached to the job.
The minimum Member offer is €15.
Aiuto retains 25% of the offer, subject to the applicable minimum fee of €6.
This means the Assistant keeps 75% or more of the Member's offer, depending on the amount of the offer.
Tips
100% of tips belong to the Assistant.
Tips are not subject to Aiuto's fees.
Important
Aiuto's fee is calculated from the Member's offer for the service.
The spending budget is separate and is reserved exclusively for purchases required to complete the Member's request.
For example, if a Member offers €15 for an Open job and provides a €50 spending budget:
€15 = the Assistant's compensation
Aiuto's applicable fee is deducted from the €15 offer
€50 = reserved exclusively for the Member's requested purchases
Any tip = 100% to the Assistant
7. Before You Accept a Job
Always read the entire request before accepting it.
Make sure you understand:
What the Member wants you to do
Where the service needs to take place, if applicable
Whether purchases are required
The amount of the Member's offer
The available spending budget
Any special instructions
Whether you can realistically complete the job
Whether you can afford any required upfront expenses
If something is unclear, ask the Member for clarification before accepting the job.
Do not accept a job simply because you think you can figure it out later.
8. Spending Budgets
A spending budget is money provided for purchases required by the Member's request.
Important rule:
Never spend more than the funded spending budget.
This applies even if the Member tells you by message, phone, or conversation that they will provide additional money later.
If additional funds are required, the Member must increase the spending budget through the Aiuto platform before you spend the additional amount.
Example
If the spending budget is €50, do not spend €60 because the Member says:
"It's okay, I'll add another €10 later."
Wait until the additional funds have been properly added through Aiuto.
9. Purchases and Upfront Expenses
For some jobs, an Assistant may need to purchase items using their own funds before reimbursement.
This means you should only accept jobs that you can afford to complete.
Never accept a job if you cannot cover the required upfront expense.
The spending budget does not automatically mean that Aiuto has provided you with a payment card or cash advance.
Unless you have been specifically provided with an Aiuto-authorized payment method for a Private request, you may need to make the purchase yourself and receive reimbursement according to the applicable payment process.
10. Receipts and Reimbursement
Receipts are extremely important.
For purchases made on behalf of a Member:
Keep the receipt.
Make sure it is clear and legible.
Upload the receipt through the Aiuto app.
Make sure the receipt corresponds to the purchase being claimed.
Do not upload unclear, incomplete, or unreadable images.
A receipt is required for reimbursement.
If a required receipt is missing, unclear, illegible, or cannot be verified, the related reimbursement may not be processed.
Where applicable, the physical receipt may also need to remain with the items delivered to the Member.
11. Payments, Stripe and the 48-Hour Hold
Payments to Assistants are processed through Stripe.
Aiuto does not personally release Assistant payments.
Assistant payments are held for 48 hours after completion to allow for dispute resolution, after which Stripe releases the payment according to the applicable payment flow.
This 48-hour period is intended to provide time for any issue or dispute relating to the completed job to be addressed.
Keep your payment information current so that Stripe can process payments according to the applicable payment flow.
12. Keep Payments and Transactions Within Aiuto
Keep all payments, reimbursements, and job-related financial transactions within Aiuto.
Do not:
Accept direct payment from a Member
Request direct payment from a Member
Move a job's payment outside Aiuto
Arrange private reimbursement outside the platform
Use a Member's spending budget for anything unrelated to their request
Keeping transactions within Aiuto helps protect both Members and Assistants and allows Aiuto to properly support activity that occurs through the platform.
13. Communication
Keep communication about the job clear and professional.
Before accepting a request, ask questions if you need clarification.
During a job, communicate promptly if:
You encounter a problem
An item is unavailable
A purchase cannot be completed as requested
You are delayed
The Member's instructions change
You believe additional spending may be required
Do not assume that a change is automatically authorized.
When additional spending is required, the Member should update the spending budget through Aiuto before you proceed.
14. Completing a Job
When you have completed the requested service:
Make sure the request has been completed as agreed.
Upload any required receipts through the Aiuto app.
Provide any necessary information or proof of completion.
Complete the job through the Aiuto platform.
Do not mark a job complete if significant parts of the requested service remain unfinished.
After completion, the applicable 48-hour payment hold begins.
15. Changes, Cancellations & Problems With a Job
Sometimes a job does not go exactly as planned.
If the Member changes the request, carefully review what has changed before continuing.
If the change requires additional spending, do not spend beyond the funded spending budget. Ask the Member to increase the budget through Aiuto first.
If you cannot complete the job:
Tell the Member as soon as possible.
Explain the issue clearly.
Do not simply disappear or stop responding.
Contact Aiuto Support if the problem cannot be resolved directly.
If a job is cancelled, follow the cancellation process available through the Aiuto platform.
If there is a dispute between the Member and Assistant, keep the communication professional and provide any relevant information, receipts, or documentation through Aiuto.
Do not attempt to resolve a platform-related payment dispute by arranging an unofficial payment outside Aiuto.
Urgent problems
If a request is currently in progress and you encounter an urgent issue, you can contact Aiuto Support by selecting the Support option in the top-right corner of the active request screen.
You can also contact:
Support is also available through the Profile section of the app.
16. Private Access
Aiuto includes a Private version of the service for exclusive Member requests.
Private requests are not automatically available to every Assistant.
Assistants who demonstrate a consistent record of:
Successfully completed jobs
Reliability
Good communication
Quality service
Professional conduct
may become eligible for access to Private Member requests.
Virtual payment card
For certain Private requests, an Assistant may be provided with a virtual payment card authorized for the amount requested by the Private Member.
When this applies, the Assistant may use the authorized card to complete the approved purchase rather than paying the expense personally and waiting for reimbursement.
The card may only be used for the authorized request and amount.
Important
Private Access is not guaranteed.
Aiuto may grant, modify, suspend, or remove Private Access based on an Assistant's record, reliability, quality of service, or other applicable platform considerations.
17. Safety and Prohibited Activities
Do not accept or perform requests involving illegal, dangerous, fraudulent, abusive, threatening, or otherwise prohibited activity.
Never knowingly participate in activity that could put yourself, a Member, another person, or the public at unreasonable risk.
If a request makes you uncomfortable or appears unsafe or inappropriate, do not proceed.
Contact Aiuto Support if you need assistance determining how to handle a situation.
18. Professional Conduct
Treat Members, other Assistants, and Aiuto staff respectfully.
Professional conduct includes:
Being reliable
Communicating clearly
Respecting agreed instructions
Treating people's property with care
Protecting Member privacy
Avoiding harassment, discrimination, threats, or abusive behavior
Being honest about what you can and cannot do
Reporting problems promptly
A good Assistant record is built through consistent, dependable service.
19. Privacy and Member Information
Members may provide personal information as part of their requests.
Treat all Member information as confidential.
Do not:
Share Member information with others
Use Member information for unrelated purposes
Save or retain unnecessary personal information
Post information about Members on social media
Use Member information to contact them for unrelated business or personal reasons
Only use the information necessary to complete the Aiuto request.
20. Tips
After an Assistant completes a job, the Member may choose to leave an additional tip for a job well done.
100% of tips belong to the Assistant.
Tips are separate from the original offer for the job.
A tip is an optional additional amount and does not replace the agreed offer.
21. Building a Strong Assistant Track Record
Your history on Aiuto matters.
A strong record can be built by consistently:
Accepting jobs you can realistically complete
Completing jobs successfully
Communicating clearly
Arriving or completing tasks as agreed
Uploading clear receipts
Following spending-budget rules
Keeping transactions within Aiuto
Handling problems professionally
Providing reliable, quality service
A strong and consistent record may help you become eligible for Private requests and other opportunities available through Aiuto.
22. Frequently Asked Questions
For additional questions about how Aiuto works, please visit:
The FAQ contains additional information about using Aiuto as a Member and Assistant, offers, spending budgets, receipts, tips, and other common questions.
23. Contacting Aiuto Support
You can contact Aiuto Support at any time through the Profile section of the app.
If you are currently completing a request and have an urgent issue, use the Support option in the top-right corner of the active request screen.
For urgent issues:
When contacting Support about a specific request, provide enough information for Aiuto to understand the situation and assist you.
❤️ Welcome to the Aiuto community.
Hire. Help. Earn.
Delega con semplicità.