The rule
Everything about a customer you're matched with in the app — messages, scheduling, payment, your contact info, and any extra work for them — stays in the app. No exceptions. Customers of your own, found off the platform, aren't covered by this rule.
Why it matters
It's what protects your pay: the platform can only step in on a dispute for work done on-platform. For matched customers, their phone and email stay hidden — you don't have access to either. Cash on the side, direct texts, or a private contract leave you with no protection at all.
What counts as a violation
- Giving a customer your phone, email, or social media accounts — on its own, even without payment.
- Asking a customer to go off-platform — whether or not they say yes.
- A business card or flyer meant to move things off-platform.
- Applies to every matched customer, past ones and extra work for them included, across LawnStarter, Lawn Love, and Home Gnome.
- Accepting a cash tip, even if the customer offers one unprompted.
In-person talk on the property is fine — it's payment and service details that have to stay in the app.
Consequences
Up to a $5,000 fine per violation, and a deactivation that's permanent — the account can't be reactivated.
What to do instead
Customer wants to go off-platform? Decline and stay in the app — you can drop them if it isn't working for you. Asks for extra work off the app? Send a quote in the app instead. Paid you outside the app? Return it, tell them the app bills them, and message them in the Inbox that payment goes through the app. Won't let the app bill them? You don't handle billing — skip the job if it isn't done, or tell them to contact Support if it is. Offered a cash tip? Decline and ask them to tip in the app. Unsure? Contact Support — asking isn't a violation.
Your outcome
Staying on-platform protects your payouts and keeps the platform sending you customers.
Was this article helpful?
Thanks — glad it helped.