Receiving help

You don't speak the language yet

To solve problems locally you need to speak with people, read documents and understand the explanations. You need to speak the local language but you can't do that right now. So you feel blocked!

The local ways of doing things is different

You are used to a different way of solving these bureaucratic challenges. You know a different system and simply another way of asking, explaining and finding the way to the solution you need. But here they do it differently and you feel lost.

Some things have become too complicated

Nowadays they ask you to register on websites, fill in all kinds of forms, prove your digital identity and many other things. Before things were easier and we did them in person or via a casual phone call. It's a maze out there.

Your helper speaks your language and the local language

We find you a local helper that also speaks your language well. This way it's much easier to work together and talk with people, understand documents and provide the right explanations to move things forward.

Your helper is a local

We find the right local helper that has lived in the country for long enough to know how things work. Together it's easier to find the right way to the solution you need.

You solve things together

We find the helper with the right digital and bureaucratic skills to handle things. You work together every step of the way. So things become manageable.

I need to cancel my appointment. What should I do?

To cancel your appointment, please log in to your Burohelp account, navigate to your scheduled appointments, and select the option to cancel. Keep in mind that cancellation needs to be submitted 24 hours in advance or the paid fees will not be refunded.

Can I receive in-person assistance?

Yes, Burohelp provides in-person assistance based on the nature of the service and your location. We strive to offer both online and offline support, including in-person assistance where feasible and necessary. Please check the services we provide for specific assistance options available.

Can I request additional time if the meeting is not concluded?

Unfortunately, requesting additional time during an ongoing meeting is not feasible due to preset schedules. However, you can book another appointment immediately after to ensure adequate time for a comprehensive discussion. Simply access your Burohelp account, locate the appointment, and select the option to book again.

Can I work at all time with the same helper based on trust on Burohelp?

Yes, you can maintain consistent assistance from the same helper on Burohelp, fostering trust and continuity. However, this is subject to the helper's availability and the nature of the service or task. Rest assured, we strive to ensure a seamless experience and will do our best to accommodate your preferences whenever possible.

Do I have to pay for the services of Burohelp?

No, you don't. Burohelp's services are entirely free of charge. We secure sponsors who cover the costs of our services, ensuring that you receive the assistance you need without any financial burden.

What do I do if a helper misbehaved during the online or in-person appointment?

If a helper misbehaves during an online or in-person appointment, prioritise your safety. If you feel unsafe or threatened, terminate the session immediately. Report the incident to Burohelp's support team with detailed information about the situation, including any inappropriate behaviour or actions. If necessary, and in cases of serious misconduct, consider involving law enforcement by reporting the incident to the police. Burohelp will take appropriate measures to investigate, support you, and ensure a safe environment for everyone.

Can I communicate with the helper before the in-person meeting in order to ensure who I will be meeting?

Yes, you can communicate with the helper before the in-person meeting 24 hours in advance. Our platform enables communication via chat, allowing you to exchange messages and clarify details. Additionally, you can opt for video calling within the platform to have a virtual interaction and ensure comfort before the in-person meeting takes place.

Can I share my personal contact information (ie. e-mail, phone number) with the helper?

We advise you to communicate only via Burohelp messages & calls. Do not share any private contact information like phone number or email. This is the only way Burohelp can protect your private information and block undesired contact. Additionally this is the only way in which Burohelp can help you mediate any dispute regarding quality of service and behaviour. If you communicate outside Burohelp we cannot provide any mediation or protection.

How does Burohelp handle discrimination, diversity and inclusion?

Burohelp is committed to fostering a culture of diversity, inclusion, and zero tolerance for discrimination. We have clear policies and practices in place to ensure that everyone, regardless of background, race, gender, religion, or any other characteristic, is treated with respect and fairness. We actively promote diversity by encouraging participation from individuals with varied backgrounds and perspectives within our community. Our platform prohibits any form of discrimination or harassment, and we investigate and take swift action on reported incidents.

Is the person helping me a local?

Yes, we match you only with local helpers. Burohelp is committed to providing maximum quality of service. This requires a level of knowledge that can only be acquired by someone living there for a longer time.

Can I book a meeting on Burohelp before arriving in the country of destination?

Yes. If you are confident that you understand your problem well enough then feel free to book an appointment. Burohelp will match you with a local helper that speaks your language.

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