MASTERS' GUILD - FREQUENTLY ASKED QUESTIONS

Masters' Guild is an online marketplace that connects individuals and businesses seeking skilled services ("Consumers") with qualified service providers ("Providers"). All jobs on the platform are organized through a task-based system called "Quests." Whether you need a plumber, electrician, cleaner, or any other skilled professional, Masters' Guild helps you find and hire trusted local providers.

Download the Masters' Guild app and sign up using your email address. You'll receive a one-time password (OTP) to verify your email. Once verified, you can set up your profile and start browsing or posting Quests right away.

Masters' Guild currently operates in the United States and Canada. We have a strong presence in major cities including Toronto, Vancouver, Montreal, Calgary, Ottawa, Edmonton, New York, Los Angeles, and Chicago, with more areas being added regularly.

Yes! A single account can act as both a Consumer (posting Quests and hiring providers) and a Provider (bidding on Quests and completing jobs). To receive payments as a Provider, you'll need to complete the Provider onboarding process.

Creating an account and browsing Quests is completely free. Consumers only pay the Quest award amount when a job is completed. Providers pay a small platform fee (3-5% depending on your tier) that is deducted from completed Quest payments.

A Quest is how jobs work on Masters' Guild. Each Quest has a title, description, category, location, preferred date and time, and an award amount. Think of it as a detailed job posting that providers can bid on.

As a Consumer, tap "Create Quest" in the app. Fill in the job details including title, description, category (e.g., Plumbing, Electrical, Cleaning), your location, preferred date and time, and the amount you're willing to pay. You can also mark a Quest as private if you only want specific Providers to see it.

Browse available Quests in your area or use the search and filter options to find jobs matching your skills. When you find a Quest you're interested in, submit an offer with your proposed price and an optional message to the Consumer.

Once a Consumer accepts your offer, the Quest moves to "Accepted" status and the payment amount is pre-authorized (held) on the Consumer's payment method. Complete the work as agreed, and when the Quest is marked as Completed, the payment is released to you.

Yes. Providers can revise their offer price before it is accepted. The final agreed price is recorded separately, so both parties have full transparency on what was negotiated.

Each user receives a limited number of daily offer submissions (currently 10), which resets every day. If you need more, you can purchase additional offer tickets from the Shop using real money or MastersGold.

If a Consumer cancels a Quest before completion, any pre-authorized payment hold is released back to their payment method (typically within 5-7 business days). Providers who repeatedly cancel accepted offers may see an impact on their account standing and rating.

If a Quest has already received offers, it cannot be permanently deleted. Instead, it will be soft-deleted — hidden from search results but preserved for record-keeping purposes. Quests with no offers can be removed normally.

When a Consumer accepts a Provider's offer, the award amount is pre-authorized (held) on the Consumer's payment method. No money is actually charged until the Quest is marked as Completed. Once completed, the payment is captured and the Provider receives their payout minus the platform fee.

Masters' Guild accepts credit cards and ACH bank transfers. All payment processing is handled securely through Stripe. We never store your full card numbers — only tokenized references.

We support both United States Dollars (USD) and Canadian Dollars (CAD).

Masters' Guild charges a service fee on each completed Quest. The fee percentage depends on the Provider's account tier:

• Novice: 5.0%
• Apprentice: 4.5%
• Journeyman: 4.0%
• Expert: 3.5%
• Master: 3.0%

As you complete more Quests and level up, your fee rate decreases.

Payouts are processed through Stripe Connect. During Provider onboarding, you'll set up a Stripe Connect account and link your bank account. After each completed Quest, your payout (award amount minus platform fee) is transferred to your connected bank account according to Stripe's processing timeline.

For transactions in Canadian Dollars, applicable federal tax (GST, currently 5%) is calculated on the platform fee. Provincial taxes may also apply. All fees and taxes are clearly displayed before you confirm any payment.

Refunds may be issued if a Quest is cancelled before completion, if payment was pre-authorized but the service wasn't rendered, or if a dispute is resolved in the Consumer's favor. Contact support@mastersguild.io within 30 days of the transaction for any payment disputes.

Provider onboarding is a verification process (Know Your Customer) required before you can receive payments for completed Quests. It ensures the safety and trustworthiness of all service providers on the platform.

You'll need to provide two types of documents:

1. Identity Verification: A government-issued photo ID such as a passport or driver's license.
2. Work Eligibility: Documentation proving you are eligible to work in your jurisdiction (United States or Canada).

Your documents are reviewed using a combination of AI-assisted automated review and human oversight. Our AI system analyzes documents for validity and authenticity. Human administrators may conduct additional review when needed. You'll be notified of approval or rejection with explanatory notes.

Most document reviews are completed within minutes thanks to our AI-assisted review system. In some cases, documents may require additional human review, which typically takes 1-2 business days.

In addition to document verification, you'll need to:

• Set up a payment account through Stripe Connect to receive payouts.
• Accept legal agreements including the Contractor Agreement, Privacy Policy, and Code of Conduct.

Your profile is marked as onboarding-complete only after all documents are approved, all agreements are accepted, and your payment account is activated.

No. Providers on Masters' Guild operate as independent contractors. You are responsible for your own tax obligations, insurance, licensing, and compliance with applicable laws. Masters' Guild does not employ, supervise, or direct Providers.

We use a multi-layered approach to safety including AI-powered content moderation, fraud detection, identity verification during onboarding, user ratings and reviews, and human administrator oversight. All AI-generated decisions are logged and can be reviewed by human administrators.

All user-generated content — including Quest descriptions, posts, and reviews — is automatically reviewed by our AI system for policy violations. Content that violates our guidelines may be flagged for human review or hidden. You'll be notified if your content is affected, and you can always appeal the decision.

Our AI-powered fraud detection system continuously evaluates account behavior, including device patterns, geographic data, and transaction history. Accounts showing suspicious patterns are flagged for review. In serious cases, accounts may be automatically restricted until a human administrator completes their review.

If your account is suspended, you'll be notified with the reason. You can appeal by contacting support@mastersguild.io. Appeals are reviewed by a human administrator within 10 business days. The review considers all evidence and may result in reinstatement, continued suspension, or permanent termination.

Prohibited activities include creating multiple accounts, using device emulators for verification, manipulating reviews, submitting fraudulent payment information, conducting transactions outside the platform to avoid fees, and any activity intended to defraud the platform or other users. See our Terms of Service for the complete list.

After a Quest is completed, both the Consumer and Provider can leave reviews with quality and service ratings. Reviews are subject to the same AI content moderation as other content. Fake reviews, exchanging reviews for compensation, and using alternate accounts to manipulate ratings are all prohibited and may result in account suspension.

MastersGold is a virtual currency within Masters' Guild that you can earn through achievements and missions, or purchase with real money. It can be used to buy items in the Shop, such as additional offer tickets.

You earn MastersGold by completing missions and achievements. Mission categories include daily tasks, career advancement, Quest completion, profile development, and community engagement. Gold is credited to your account automatically upon verified completion.

Yes. MastersGold can be purchased through the in-app Shop using real money (USD or CAD). Purchases are processed through Stripe.

MastersGold can be used to purchase Shop items including additional offer tickets and other platform features that enhance your experience.

No. MastersGold has no cash value, is non-transferable between accounts, and cannot be exchanged for cash, gift cards, or any other form of compensation. Purchased MastersGold is also non-refundable.

Your account progresses through tiers (Novice, Apprentice, Journeyman, Expert, Master) and levels based on your platform activity, completed Quests, and achievements. Higher tiers unlock lower platform fees and additional features. Your tier and level are displayed on your public profile.

In the app, go to your Profile section where you can update your name, headline, skills, education, work experience, portfolio items, and profile picture. Keeping your profile complete and up-to-date helps you get more Quest offers.

With your permission, Masters' Guild uses your geographic location to match you with nearby Quests and display your approximate service area to Consumers. You can update or remove your location at any time in your profile settings.

Yes. You can deactivate your account at any time by contacting support@mastersguild.io. Upon deactivation, your profile becomes invisible to other users. Certain data is retained as required by law (financial records, fraud prevention data). You can also request full data deletion subject to legal retention requirements.

You can update your email address in your account settings. Since Masters' Guild uses email-based OTP authentication, there is no traditional password to change. Each login session is secured with a fresh one-time verification code.

You can follow other users and establish connections on Masters' Guild. The platform recognizes first-degree (direct), second-degree, and third-degree connections, helping you build your professional network within the skilled services community.

Masters' Guild provides real-time direct messaging between users. Chat rooms can be linked to specific Quest offers, making it easy to discuss job details. Messages are limited to 255 characters each to keep conversations focused and efficient.

You'll receive push notifications (mobile) and email notifications for important events like new Quest offers, offer acceptances, messages, and Quest completions. You can customize your notification preferences by category and even by distance in your settings.

Yes. You can configure notification preferences for each category individually. You can also unsubscribe from email notifications at any time. Push notifications can be managed through your device settings or within the app.

Masters' Guild is available as a mobile app for iOS and Android devices. The app is built for optimal performance on modern smartphones.

Yes. We use industry-standard security measures including encrypted data transmission, tokenized payment storage (we never store your full card numbers), and secure cloud infrastructure. All uploaded documents are stored securely on AWS S3. Our platform is protected by Cloudflare for additional security and performance.

We integrate with trusted third-party services including Stripe (payments), OpenAI (AI features), AWS (file storage), Twilio (SMS verification), Brevo (email), Firebase/Expo (push notifications), and Cloudflare (security). Each service processes data according to their own privacy policies.

You can submit feedback or report issues directly through the app's feedback feature, or by contacting us at support@mastersguild.io. We review all feedback and use it to continuously improve the platform.

• General Support: support@mastersguild.io
• Legal Inquiries: legal@mastersguild.io
• Website: https://mastersguild.io