Question 1

"How does the claim fee work?"

Accepted Answer

The claim fee is Ohana's prepaid 40% split of the first billed hour for that appointment. It is not escrow and it is not a second customer charge. It is your skin in the game for the appointment and Ohana's prepaid first-hour platform share. • If Premium Hours raises the customer's hourly rate, the standard claim fee rises with that first-hour rate • If a percentage promo lowers the customer's labor rate, the standard claim fee follows that customer rate • Existing approved plan, gift-credit, waiver, and other special exceptions are handled automatically • Existing 24-hour cancellation/refund rules still apply where the policy provides for a refund or void The exact claim fee is calculated from the appointment's current customer rate for that local market, including any applicable premium-hours or promotional adjustment.

Question 2

"What if the customer cancels?"

Accepted Answer

The established 24-hour rule applies. • 24+ hours before the appointment: risk-free cancellation; the claim fee is refunded or voided under the existing policy • Inside 24 hours: the applicable customer cancellation charge is one hour at that appointment's effective customer labor rate, unless properly waived That means a qualifying Premium Hours rate or percentage promo affects the one-hour cancellation amount the same way it affects the appointment rate.

Question 3

"Do I really receive the full first hour at completion?"

Accepted Answer

Yes. At completion you receive the full first billed hour from the customer payment because Ohana's share of that hour was already prepaid through the claim fee. The actual first-hour amount is the appointment's customer rate, so Premium Hours can make that first-hour payout higher than the normal market rate.

Question 4

"What about longer jobs?"

Accepted Answer

After the first hour, eligible labor splits 60/40. The same customer hourly rate applies throughout the appointment. If the appointment qualifies for Premium Hours, that higher rate is used for the later 15-minute billing increments too. Referral compensation is separate. If you are the properly attributed referral partner for your own customer, the existing referral percentage is paid separately from Ohana's side.

Question 5

"Is the claim fee a monthly fee?"

Accepted Answer

No. The claim fee is tied to an appointment, not a monthly subscription. It is the prepaid first-hour split for the booked appointment. Any separate optional plan, upgrade, or approved account charge is shown and handled under its own terms.

Question 6

"Are the jobs real? Will you bring volume?"

Accepted Answer

Yes, the appointments are real customer bookings. We generate appointments through: • Google Ads • Holiday lighting campaigns • Everyday services expanding weekly • Direct customer bookings This isn't a lead site. These are real, committed appointments with customers who have cards on file.

Question 7

"What if I don't understand the booking or job flow?"

Accepted Answer

We've got you covered. • Guided training covers every step of the process • Direct support via text or call is always available • Our team responds quickly You're never left guessing how things work.

Question 8

"Why should I trust Ohana?"

Accepted Answer

Ohana was created by someone with: • 8 years in the handyman industry • 12,000+ personally booked jobs • Real understanding of what handymen need This isn't a tech company guessing at the trades. It's built by someone who knows the work. Ohana is a movement — and you're part of it.

Handyman FAQs

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Handyman FAQs

Ready to join Ohana?