Frequently Asked Questions
Find answers about using OSRA Hub—whether you’re looking for services for your family or offering your services as a Service Provider.
Top 15 Questions
OSRA Hub is a tech platform connecting Families with verified Service Providers in the UAE. We safely facilitate service requests and payments.
No, OSRA Hub is an intermediary platform providing the infrastructure. The agreement is directly between the Family and the Provider.
Yes, the Platform is available for use across the United Arab Emirates. Service availability depends on the coverage area of registered Service Providers.
A booking is confirmed only after the Service Seeker selects an Offer and successfully completes the payment as per the payment policy in OSRA Hub.
No, cash payments or direct transfers between service seekers and service providers outside the Platform are strictly prohibited. Off-platform payments void OSRA's protection.
Families can cancel freely before payment. After payment, refund eligibility depends on the timing of cancellation as per the Cancellation Policy.
Once you upload all required documents correctly, we review your application and respond within 24 to 48 business hours maximum. The first 30 eligible Providers receive a permanent fee waiver. For later Providers, a 30-day trial starts when OSRA Hub accepts all required verification documents; the AED 100 fee is due on day 30 from document acceptance and the "Verified" badge activates after payment is confirmed.
Yes, OSRA Hub applies a 10% commission on the total completed service value, deducted from the Provider's payout. The feature is not yet activated; you shall be notified before the activation.
Your payout is released after the Family confirms completion, or automatically 72 hours after delivery without a dispute.
You must raise a dispute via the app within 72 hours of the service being marked 'Delivered'. After this period, the service is accepted and payment released to the service provider.
Yes, each party may request a reschedule once, provided they give at least 24 hours' notice and the other party agrees via the Platform.
Yes, but any change must be documented, approved, and any extra amount paid through a formal 'Scope Change Request' via the Platform.
Your badge will change to 'Pending Verification' and you will not be able to submit new Offers. You can complete active bookings and receive payouts normally until you upload renewed documents.
Only a family member of the service seeker can rate the Service Provider within 3 days of completion to ensure transparency. Early reviewing is crucial to maintain platform quality.
We take child safeguarding very seriously. Providers are prohibited from requesting personal info from children or photographing them. All communication must occur through the responsible adult.
About OSRA Hub
OSRA Hub is a technology platform connecting Families and individuals (Service Seekers) with verified Service Providers. We safely and reliably facilitate service requests, Offers, communications, and payments.
No, OSRA Hub is not the service provider and does not employ Service Providers. We are an intermediary platform providing the technical infrastructure. The service agreement is directly between Service Seeker and the Service Provider.
Anyone aged 18 or older with legal capacity can use the Platform. You can register as a Service Seeker or as a verified Service Provider.
OSRA Hub offers family, creative, and cultural services including: fitness, arts, family counseling, event planning, photography, and more. The list of services is continuously updated based on user requests. Services requiring specific government licenses the Provider does not hold are prohibited.
Yes, the Platform is available for use across the United Arab Emirates. Service availability depends on the coverage area of registered Service Providers.
Creating and Managing an Account
You can easily create an account via the app using your email. You will need to enter basic details and choose your account type (Service Seeker or Service Provider).
Yes, you can use your account to request services for your family, and also to offer your services to others if you successfully complete the verification requirements for Service Providers.
You can update your personal information through the 'Account Settings' section in the app. Your data must remain accurate and up to date at all times.
You are responsible for the accuracy of your data. Providing incorrect information, especially regarding identity, violates the Terms of Service and may result in account restriction or suspension.
For Families and Service Seekers
To request a service, create an 'Opportunity' in the app. Specify the service type, requirements, location, and preferred time. Verified Providers will see it and submit Offers.
Yes, you can edit the Opportunity details or withdraw it entirely as long as you have not selected an Offer and completed the payment to confirm the service.
You can compare submitted Offers based on the proposed price, the Service Provider's profile, past ratings, and the message included with the Offer.
Verification means we have reviewed the Provider's identity and commercial license to ensure legal eligibility. However, OSRA Hub does not guarantee the service quality itself; the Provider remains directly responsible for their work.
OSRA Hub does not impose a minimum price. Pricing depends entirely on the Service Providers, offering a competitive and transparent environment that allows you to choose the best offer for your budget.
The service becomes confirmed after the selection of an Offer and successfully completing the payment under the Platform's approved payment procedures. Mere discussion in messages is not a confirmation.
Only the family member, service seeker, can leave a rating and review for the Service Provider, within 3 days from the date of service completion. Early reviewing is crucial to maintain the quality and reliability of the OSRA Hub community.
If you are unsatisfied with the service, you must raise a dispute via the service details in the app within 72 hours of completion. The payment to the service provider will be on hold until evidence is reviewed to resolve the dispute.
For Service Providers
During account creation, select 'Service Provider'. Complete your profile and upload the required documents. The first 30 eligible Providers receive a permanent fee waiver for verification. For Providers from number 31 onward, the 30-day trial begins only when OSRA Hub accepts all required verification documents; the AED 100 fee becomes due on day 30 from document acceptance.
Yes, Service Providers can register as individuals (freelancers) or as businesses, provided they submit an Emirates ID and valid commercial licenses or work permits approved by the relevant UAE authorities.
Verification means OSRA Hub has reviewed your identity and commercial license to ensure your legal eligibility to work in the UAE. We verify documents, but we do not issue a 'professional certification' or competency guarantee.
Once you upload all documents correctly, we review your application and respond within 24 to 48 business hours maximum. The first 30 eligible Providers receive a permanent fee waiver for the verification. For later Providers, the 30-day trial starts when OSRA Hub accepts all required verification documents; the "Verified" badge activates after the AED 100 fee is paid and the requirements remain satisfied.
It is a one-time administrative fee, separate from any Platform commission. The first 30 eligible Providers receive a permanent waiver. For Providers from number 31 onward, the fee becomes due on day 30 from acceptance of the required verification documents. OSRA Hub sends reminders after 20 days, five days before the due date, and on day 30.
The fee is generally non-refundable once payment is confirmed. Payment does not guarantee approval or activation of the "Verified" badge; these depend on meeting all applicable requirements. If the fee remains unpaid on day 30 from document acceptance, you may complete Confirmed Services and receive the related payouts, but you cannot submit new Offers until payment is confirmed.
You can browse available 'Opportunities' in your verified category and submit an Offer detailing the price. The Offer itself is not binding until the Family selects it and makes the payment to confirm the service.
Yes, OSRA Hub applies a standard 10% commission on the total completed service value. The commission is deducted before the remaining balance is transferred to your bank account.
Your payout is released after the Family confirms completion, or automatically 72 hours after you mark the service as delivered without a dispute. In case of a dispute, the payment may be frozen until resolved.
Your badge will change to 'Pending Verification' and you will not be able to submit new Offers. However, you can complete active confirmed services and receive payouts normally.
Once you upload the renewed documents and they are approved by OSRA Hub, your full account privileges as a 'Verified Service Provider' will be restored.
Bookings and Communication
It is used to coordinate service details, arrival times, and clarify requirements. It is prohibited to use it for abuse, advertising, or attempting to move transactions off-platform.
We do not monitor messages constantly in real time. However, we may review message logs as evidence if a dispute is raised, a violation is reported, or for safety and legal compliance.
Yes, each party may request a reschedule once (maximum two per booking). This requires the consent of the other party via the Platform.
Requests must be submitted at least 24 hours in advance. If rejected or unanswered, the current confirmed service date remains binding. If the requesting party fails to attend, No-Show rules apply.
It is any modification to the confirmed service, such as adding tasks, reducing time, or changing materials. Either party can propose a change, but it is binding only after formal mutual approval via the Platform.
Yes, the Provider is only obligated to the Original Scope and has the right to refuse extra work. The Family may not rate the Provider negatively simply for refusing unagreed work.
For the Family: You can cancel freely before payment. After payment, refund eligibility depends on the timing of cancellation. For the Provider: You may be partially compensated for late cancellations if you incurred actual costs, as per the Cancellation Policy.
For the Family: You receive a full refund. For the Provider: Repeated unjustified cancellations may lead to account restrictions or suspension.
No, arranging cash payments or direct transfers outside the Platform is strictly prohibited, whether for the original service or extra work. Off-platform payments void OSRA Hub's protection and risk account suspension.
For the Family: Raise the dispute within 72 hours of completion with evidence (photos, messages). For the Provider: You will be asked to respond and provide your evidence within 48 hours. OSRA Hub: Will review the evidence and make a final decision on fund release or refund.
Privacy, Family Information, and Child Safeguarding
We collect IDs and commercial licenses to verify Service Providers' eligibility, prevent fraud, and ensure a safe environment for Families, in compliance with UAE laws.
We take child safeguarding very seriously. Providers are prohibited from requesting personal info from children or photographing them without documented permission. All communication must occur through the responsible adult.
Safety, Complaints, and Support
Your safety is the priority. In emergencies, immediately contact the competent UAE authorities (e.g., police or ambulance). Our messaging system is not for emergencies. Afterwards, report it to OSRA Hub to take action.
Yes. In addition to document-expiry restrictions (for Providers), OSRA Hub may suspend or terminate any user's account (Family or Provider) for serious violations such as fraud, abuse, or off-platform payments.
Disclaimer: This FAQ is provided for general guidance. If there is any inconsistency between this FAQ and the applicable OSRA Hub Terms, agreements, or policies, the relevant legal document will prevail. The Arabic version is the legally governing version.
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