Additional Policies

Please note that our Additional Policies have been modified as of March 1, 2026.

Assistant Violations

You are expected to comply with all of SideAway Terms & Conditions and our Terms of Use. Account holds may lead to account interruptions, and consequences could include the inability to continue working on SideAway and the loss of your hard-earned reputation.

Knowing and following your obligations when using SideAway is essential for you to thrive on SideAway and earn Top Rated status. If you notice unsafe behavior, don't hesitate to use the "Flag as inappropriate" link on project posts or profiles. Together, we maintain a vibrant and safe marketplace.

The most common violations

• Identity Uncertainty and Account Sharing: Be yourself! Provide your own accurate and verifiable information and use a clear photo of yourself. Don't allow anyone else to use your account, and don't ever log into any of your clients' accounts on their behalf. Instead, have them add you to their team with the appropriate permissions. Respond quickly to all requests to phone-verify or ID-verify.
• Receiving Payments off SideAway: Always receive payment through SideAway. If a client proposes to pay you outside of SideAway, decline and let us know!
• Failing to perform on task agreement: When you accept a project, you promise to complete the job and deliver high quality work. You must accurately describe yourself, your skills and qualifications and the services you offer. Misrepresenting your abilities or failing to fulfill your agreement responsibilities can result in low client satisfaction, lower ranking on search results and payment disputes.
• Account Access: Use a different login for accessing the assistant homepage and a different login for accessing the executive homepage.
• Contact Information Sharing: DO NOT SHARE YOUR CONTACT AND PERSONAL INFORMATION UNTIL A BOOKING HAS TAKEN PLACE. This is forbidden by SideAway. Examples include but are not limited to: full name, email address, phone number, social media accounts, Skype information, links to your personal website or a third party profile or certification (like LinkedIn), company information, or links to any sites that include a way to contact you outside of SideAway. Until a booking takes place you are required to keep contact with potential clients inside SideAway. Your profile should also not include any of the above information.
• Spam and Harassment: Treat everyone with respect and professional courtesy in all communications. Tailor your applications to the needs of each job and client. Don't send the same cover letter repeatedly or excessively message anyone.
• Feedback / Job Completion Abuse: Great feedback is earned, not forced. Don't pressure executives to give you good feedback, and don't withhold work until feedback is left.

Account holds for any of these reasons will disqualify you from Top Rated or Most Popular status for a period of 60 days. We strongly suggest you review the full SideAway Terms of Use.

Assistant Compliance

If you have received a notice that your SideAway account may be closed in 30 days, it is because we have become aware of a possible violation of our Terms of Service (TOS). We enforce our TOS in order to provide a safe and trusted online and in-person workplace where assistants and executives can hire, request payment, pay and receive contracted work with confidence.

SideAway may terminate accounts due to a low level of client satisfaction. Low client satisfaction indicates a violation of SideAway's TOS for a number of reasons. The TOS requires assistants to fulfill their contractual obligations to their clients by delivering high quality work. The TOS also requires you to accurately describe yourself, your bio, upload an accurate picture of yourself, your skills and qualifications and the services you offer. If your client satisfaction score increases, SideAway, in most cases, will understand that you have corrected the issues.

Executive Compliance

You may receive a notice that your SideAway account may be closed in 30 days because we have become aware of a possible violation of our Terms of Service (TOS). We enforce our TOS in order to provide a safe and trusted online workplace where assistants and their clients can hire, request payment, pay and receive contracted work with confidence.

Specifically, the activity in your account suggests that bookings are being taken off the SideAway platform. We closely monitor our marketplace to ensure that work is not being solicited or paid for outside of the SideAway platform.

Suspicious activity patterns that might receive a warning

• A high number of job posts, with no hiring activity
• A high number of hired assistants, with no job completion forms
• A high number of messaging & job invites, with no hiring activity

What happens if I hire or pay for work outside of SideAway?

You may be in violation of our Terms of Service (TOS) if you find assistants on SideAway, but hire or pay for that work outside of SideAway. In the event of this violation, your account will be closed, making you and the assistant involved ineligible for the work and payment protections SideAway provides. In some cases, you may face a $2,500 or higher fee or further legal action to reclaim funds owed.

In some rare cases, assistants may choose to sign an opt-out agreement to take their work with an executive off the platform, and not be in violation of our TOS. Please review the SideAway Terms & Conditions for details about the opt-out tool and whether it might be a good fit for you.

Serving U.S. and International Civil Subpoenas

We comply with civil & criminal subpoenas, court orders, warrants, and other lawful governmental requests that have been validly served on SideAway. You should refer to the statutes governing service of the subpoena and serve the subpoena according to one of the outlined methods.

SideAway's mailing address:
SideAway Technologies, LLC
Attn: Legal Dept
8801 Las Vegas Blvd. Suite 275
Las Vegas, NV 89123

Please include an email contact address, especially for international subpoenas.

We reserve the right to object to valid subpoenas and withhold all or some responsive documents for any reason permitted by law.

Criminal Subpoenas, Court Orders, Warrants, and Governmental Information Requests

When we receive a request from a government for information about a user or account, our team reviews the request to make sure it satisfies legal requirements and SideAway's policies.

Generally speaking, for us to produce any data, the request must be made in writing, signed by an authorized official of the requesting agency and issued under an appropriate law. If we believe a request is overly broad, we'll seek to narrow it.

Obtaining Information About Your Own Account

Users have access to information about their own accounts. For assistance, please contact the support team.

Cancellation Policy

Because our assistants tend to get booked quickly and have their engagements scheduled in advance, we have constructed a fair cancellation policy:

If an Executive or Assistant cancels reservations more than 3 times within the past 12 months, their profiles will be automatically flagged and moved to our Trust & Safety team and might have that profile frozen or cancelled.

Related FAQ

Can Executives get a full refund if the assistant cancels or can't deliver the job?

Executives should contact us within 24 hours of finding the issue. In qualifying cases, we will cancel a reservation, issue a refund and work with you to find the most immediate available assistant. In some cases, we will honor the booking fee. If the assistant can't deliver the job once it has begun, you may file a dispute located on the Job Completion Form for further investigation.

How long does it take to get a refund?

We send refunds immediately upon cancellation and they usually show up within 3–5 days, but sometimes it takes as long as 15 days before they reflect on the original payment method.

What if an Executive needs to cancel because of an emergency?

We may be able to issue a refund if an executive must cancel because of an emergency.

What if I need to cancel because of an emergency or unavoidable circumstance?

We may be able to give you a refund or waive the cancellation penalties if you have to cancel because of an unexpected circumstance that's out of your control. Penalty-free cancellations are only available for extenuating circumstances that occur before the official check-in date for your reservation.

What to do next:

If you have confirmed your circumstance meets the requirements above, first cancel your reservation and then contact us to file a claim. Claims must be submitted within 14 days of cancellation.

Video Marketing Authorization

I hereby authorize SideAway to use the uploaded video on its website and any third party websites for marketing purposes.