GUURU COMMUNITY STANDARDS

You choose the language(s) you’re comfortable with. Clear, natural responses matter most. If your answers are hard to understand or if you use bad language your profile may be blocked.

Chats are automatically assigned by our algorithm to the most suitable Guurus based on several factors — including your expertise, availability, language, ratings, response time, evaluations and even your profile photo and description.

How often you get chats can vary, and even with a great rating, you might not get chats if others are a better fit or there aren’t many requests. If that happens, don’t worry — and there’s no need to reach out. The system handles assignments automatically.

You’re free to accept, reject, or ignore a chat request.

• Accept chats only if you’re confident you can help.
• Accept chats as soon as possible.
• Don’t juggle more than three chats at once.
• If you’re too busy to accept chats, don’t worry. You can update your availability in the app to pause notifications if you prefer.
• If you keep missing chat requests, keep the app open or switch to the web version to catch requests more easily.
• Don’t have a great answer? Forward it to customer service if it’s an option for your brand (but ALWAYS let the customer know first).

At the end of each chat, customers can rate the experience they had with you. Remember that users not only rate the quality of your answers but leave their feedback according to how they feel about the conversation with you – so the effort you put into helping and making them feel heard matters. Along with other factors like availability, your rating affects future chat assignments.

Occasionally, a visitor’s rating may not be fair — and that’s totally normal! Sometimes happy customers forget to leave a rating, too. Feel free to ask for a rating, but please never explicitly ask for a positive rating — it’s not allowed on our platform.

If you can’t answer a question, don’t worry. You’ll have the option, in most communities, to forward the chat to the company’s customer service. Check your community’s specific guideline fro transferring in it’s knowledge base.

👉 Important: Let the customer know you’re connecting them to customer service before you hit the transfer button. Once you’ve forwarded the chat, the customer can enter their contact information, and the chat record will be sent directly to customer service.

If a chat clearly breaks the rules or is obviously spammy or disruptive, you can use the report function.

⚠️ Please use it wisely: Reporting a chat as Spam or Inappropriate may temporarily block the visitor from chatting. This helps us keep the platform safe and friendly, so only report when it’s truly necessary. Here’s when to use it:

• Spam – Off-topic questions or random characters and sentences.
• Inappropriate behavior – Direct insults, personal attacks, or harassment. Keep in mind: people might be frustrated and not always perfectly polite — that alone isn’t a reason to report.
• Other – Technical issues or anything that seriously disrupts the chat experience.

ℹ️ Reporting a chat won’t affect its rating or reward. Repeated misuse of the report function may result in your profile being locked.

As a Guuru, you’ll earn either cash or points, depending on the community’s compensation plan, which you can easily check in the community’s knowledge base.

You can track your earnings in the app under “Current Balance.” It may take a few minutes to update after each chat.

👉 Important: Your balance resets at the end of each month, but don’t worry—it won’t affect your payout. To view your past earnings, head to “Payouts”.

Your monthly earnings are transferred to the IBAN account linked in your profile. Payouts are processed on the first day of the following month, e.g. the payout for January chats is processed on the first day of March, but might take a little longer due to weekends or holidays. If you don’t receive your payout, please make sure your bank and all related details are correct (go to “Your Profile” > “Change bank details”). Minimum payout: You’ll need at least 2 (in any currency) to receive your payout. If you haven’t reached this, don’t worry—it will roll over to the next month until you hit the minimum.

👉 Important: Fraudulent behavior will result in the loss of your entire balance, so always be honest!

As a Guuru, you’re self-employed, which means you’re responsible for managing your taxes just like with any other income. If you’re unsure about your tax obligations, check the FAQs for more details on your Guuru income. Stay on top of it!

Below you’ll find some information about frequently asked questions about income as a Guuru.

👉 Important: Our answers are for your information only and, in providing this, GUURU does not accept any liability in relation to your personal tax affairs or the social security treatment of your income, which as a matter of law and your contract with GUURU are your responsibility. For more specific information on the social security and/or tax treatment of your income, please contact your local authorities or speak to your own accountant or financial adviser.

TIN (Tax Identification Number)

Why we need it and how to get and check yours.

We’re excited for you to start your journey as a Guuru!

Be proud of the unique knowledge you have — it’s what makes you such an important part of our community. 💙