Assistant Help Center

You will receive an email with: (1) the signed copy of your Independent Contractor Agreement, (2) instructions to upload your CRC and First Aid documents to your Assistant Dashboard, (3) a link to onboard your Stripe Connect account, and (4) a 45-minute pre-recorded onboarding video.

Once those four steps are complete, your profile is published to the public roster.

Your profile is built from your wizard application and the interview notes from Private Mentorship. We draft the headline, the bio, and the specialties; you review and approve before publishing. You can request edits to the profile at any time by emailing hello@privatementorship.ca.

You open a Stripe account in your own name — free, no monthly cost, a few minutes: your name, your date of birth, and the bank account you want your money to land in. You do it once and it runs by itself for every contract after that.

Once it is connected, a family's payment splits at the moment they make it: Private Mentorship's 30% platform fee to Private Mentorship, and your 70% straight into your own account. Your share never passes through a Private Mentorship bank account, so there is no payout day and nothing to chase.

The split is not live yet. Until it is, a family pays you your 70% directly by e-transfer and pays Private Mentorship its 30% separately. Either way, Private Mentorship does not hold, forward, or distribute your share. Stripe handles its own verification and Private Mentorship will never ask for, see, or store your SIN.

Stripe handles all of the verification. Private Mentorship does not see your banking information.

This varies. Some Assistants are matched within the first week; others wait longer for a Client whose schedule and service category fit. Private Mentorship is continuously matching incoming families with the roster. There is no guaranteed timeline.

After every session, open the Engagement in your Assistant Dashboard and log the hours worked. Each logged session is automatically confirmed by the Client within seven days, or you can flag it to Private Mentorship if disputed.

You can log a session up to seven days after it happened. After that, you will need to ask Private Mentorship to log it manually with the Client's confirmation.

Use the messaging area inside the Engagement on your Assistant Dashboard. All Client communication should go through the Platform, not personal text messages or social media — both for the Client's privacy and for your own audit trail.

If a Client disputes a logged hour, Private Mentorship will mediate. Most disputes are simple miscommunications. Bring any session notes, messages, or other evidence and we will work through it with the Client. If a session is genuinely uncertain, the resolution is usually a 50/50 split or a no-charge reschedule.

From your Assistant Dashboard, open "Backups" and request a Backup. The proposed Backup must already be on the PM roster. Once approved by Private Mentorship and your Client, the Backup can step in for individual sessions you are unable to attend.

A contract is the agreement between Private Mentorship and the family. It defines:

• How many hours they bought (e.g. 24 hours per month)
• The service period (start date → end date)
• Whether it auto-renews when it ends
• Which assistant is assigned (you, in your case)

Every session you do is attached to a contract. The contract is the source of truth for what the family is owed and what they've used. If the contract ends or pauses, the system behavior changes automatically — you don't have to remember the dates.

A background job runs every 15 minutes that does the following automatically:

• Expires contracts past their end date
• For families on auto-renew, creates the next contract
• Generates the next batch of reserved appointments for active contracts (the recurring weekly slots)
• Updates the contract history log
• Migrates any leftover hours to the family's "bank balance" so they don't disappear

You don't have to trigger this. You don't have to remember. It just runs.

When you book a new session, you pick the billing type:

Standard (the default) — the session deducts hours from the family's contract when you mark it complete. This is most sessions.

Complimentary — no hours are deducted. Use this for:

• Make-ups when you cancelled an earlier session and want to make the family whole
• Brief check-ins or follow-ups that aren't a full session
• Onboarding or trial sessions — a first meeting on the house
• Goodwill courtesy — extra time you're giving as a kindness

You decide which fits. Every choice is permanently logged. Comp sessions still show up in the family's history — just without the hours charge.

Every family gets 3 free reschedule/cancel tokens per contract period. Using one of these doesn't cost them hours — it just consumes a token. After all 3 are used, any further reschedule or cancel deducts the full session length from the family's contract.

This is the same rule whether the family or you (the assistant) initiates the change. The system enforces it automatically — you'll see a confirmation popup before any change that would deduct hours.

This is why you sometimes see "X reschedule/cancel tokens remaining" in the booking modals — it's the family's protection against overspending without warning.

Almost every contract ends with a few hours unused — life happens. Those hours don't disappear. They migrate to a bank balance on the family's account.

Bank hours are great for:

• A longer-than-usual session the family wants
• An extra session outside the recurring weekly schedule
• Special situations — study intensives, life-skills outings, sports time
• A make-up window weeks after the original missed session

You'll see the family's bank balance in their per-family workspace. If they have hours sitting there, you can suggest using them rather than letting them accumulate.

Immediate (no admin step):

• Cancelling a session — yours or the family's. No one can be forced to do an appointment, so cancels go through right away.
• Marking a session complete or as a no-show — your call as the assistant.
• Editing your profile, publishing your availability, setting blackouts — your domain.

Needs admin approval:

• Rescheduling a session — admin confirms the new time works.
• Booking a new (extra) session outside the recurring schedule — admin reviews.
• Changing a family's plan / contract size — never something the assistant does.

Anything that needs admin will be filed for review automatically when you submit. You'll see "Pending review" until it's approved.

Families sometimes take long trips — 2-3 months overseas, summer travel, etc. When this happens, the admin can freeze the contract. While frozen:

• No new sessions get auto-generated
• No hours are deducted
• The contract's end date gets pushed out by the freeze length, so they don't lose time
• When they return, the freeze ends and service resumes normally

If a family tells you they'll be away for a while, route it through admin — they'll set up the freeze.

No. Nothing is ever erased. Sessions can't be deleted. Cancellations stay in the history. Mark-completes can't be reverted by you. Hours ledger entries are immutable.

This is on purpose. If a family ever disputes whether a session happened, what was charged, or what was offered for free — the audit trail is the definitive record. It protects you as much as it protects the business.

If something is genuinely wrong (e.g. you marked the wrong session complete by accident), reach out to admin — they can write a correcting entry, but the original entry stays forever as part of the audit trail.

Two paths:

• Most booking modals have a "How billing works" or similar explainer link — open it. It's there for exactly this moment.
• If it's a one-off question and you can't find an answer in this help page, message Caleb directly. Some things are easier to explain in person, and over time those answers will end up back in this document.

You're a contractor, not an employee. Asking is how good contractors stay sharp.

Before you start, not as you go. Families pay for the whole contract up front, so your 70% is released into your own Stripe account by the client — before your first session. It is the family releasing it to you, not Private Mentorship paying you out. There is no escrow, nothing is held back session by session, and nobody here presses a button to pay you.

Stripe then deposits it into your bank account on your chosen schedule, which you set in your own Stripe dashboard.

For every $30 the Client pays per hour, you receive $21 (70%). Private Mentorship retains $9 (30%) as a Platform Fee.

For example: a 24-hour standard Engagement is $720 total — your share is $504, Private Mentorship's share is $216.

Marketing and Client acquisition · vetting and recruitment of new Assistants · payment processing and Stripe fees · profile hosting and platform infrastructure · ongoing referral of new Engagements · dispute resolution and the legal framework that protects both sides of the engagement.

If you find a Client off-Platform on your own, you keep 100%. But you also lose the steady flow of Engagements, the brand credential, the backup network, and the dispute mediation.

You are self-employed. Private Mentorship does not deduct income tax, CPP, or EI from your payments.

You report all income on Form T2125 (Statement of Business or Professional Activities) as part of your personal tax return. You remit your own income tax and CPP contributions. You may also choose to opt into EI under the self-employed EI program — that is your choice.

A T4 is the tax slip an employer gives an employee. It shows wages and amounts the employer has already deducted (income tax, CPP, EI).

A T4A is the tax slip a payer gives a contractor. It shows total amounts paid, with no deductions — you are responsible for all of your own taxes.

Private Mentorship issues neither. The Engagement Fee is paid by the family, and your share never passes through Private Mentorship — so Private Mentorship is not your payer and does not issue you a T4 or a T4A. You report your income on a T2125 from your own records, and you can download an earnings summary of your platform engagements any time. (See section 4.8 of your Independent Contractor Agreement.)

No, you do not need to register a business name. You can operate under your own legal name as a sole proprietor. Registering a business name is optional and costs ~$40 in BC if you want one.

If your total revenue from all sources exceeds $30,000 over four consecutive calendar quarters, you must register for GST/HST and remit it on your income. Until then, you are a small supplier and do not need to charge or remit GST/HST.

A brief end-of-session message summarizing what happened — and any concerns — is appreciated by most families. Beyond that, communication should be on the cadence your Client prefers. Some families want daily updates; others want weekly summaries.

Within your stated specialties and within the booked hours — yes. If a task is significantly outside your specialties (for example, a complex medical task), it's reasonable to decline and explain. Tasks that require additional time beyond the booked hours should be booked through the Platform, not done off the clock.

Not during your Engagement, and not for 12 months after each Engagement ends. This is the non-solicitation clause in your Contractor Agreement.

If a Client approaches you about working off-Platform, please decline politely and let Private Mentorship know. After the 12-month period has passed, you are free to do as you wish.

You always have the right to end an Engagement. If something happens that crosses a personal or professional boundary, document what happened, leave the situation safely, and notify Private Mentorship immediately. We take this seriously.

No. Routine scheduling discussions, small disagreements, normal day-to-day operations — these stay between you and your Client. Loop in Private Mentorship for: safety concerns, repeated cancellations from either side, anything that might end the Engagement, anything involving payment or hours disputes, or anything that affects your contract status.

Message your Client as soon as you know. The session is rescheduled at no cost to either side. If you have a pre-cleared Backup on file with this Client, you can offer the Backup as an option.

Flex Tokens are a benefit the Client has — three per Engagement. Your cancellations do not consume them. When you cancel a session, the session is rescheduled at no cost (you simply don't earn for the missed time). When the Client cancels using a Flex Token, you do not get paid for that session unless the Client chooses to use it as a paid no-show.

A Backup is another Assistant from the PM roster who is pre-cleared to fill in for you on individual sessions. We strongly recommend identifying a Backup at the start of every Engagement.

To add a Backup: open the Engagement, click "Backups," and propose another Assistant. Private Mentorship and the Client both need to approve before the Backup is active.

Repeated short-notice cancellations harm Clients and the brand. If it becomes a pattern, Private Mentorship will speak with you. Persistent cancellations may result in removal from the Platform.

If an Assistant ceases delivering Services on an active Engagement for 14+ consecutive days without notice, the Engagement is deemed abandoned. The Assistant owes a refund of unearned fees plus an Abandonment Fee ($350 / $900 / $1,500 depending on Engagement size). This is in your signed Contractor Agreement and Private Mentorship will enforce it.

The way to avoid this: communicate. Even a brief message saying you need a break protects you completely.

You are a self-employed independent contractor. You are not an employee of Private Mentorship for any purpose — not under the Employment Standards Act, the Income Tax Act, CPP, EI, or WorkSafeBC. This is set out in your signed Contractor Agreement.

Tell them honestly that you are a self-employed independent contractor and that you have a signed Contractor Agreement on file with Private Mentorship. You report income on T2125 and remit your own taxes. We are happy to provide a copy of your agreement if needed for verification.

If you receive a formal letter or audit notice, contact Private Mentorship immediately. We will support you through it.

Yes. Private Mentorship actively encourages you to maintain other clients, jobs, or agencies. Over-reliance on a single source of income is inconsistent with independent contractor status. The more diverse your work, the stronger your status.

The only restriction: do not solicit or accept off-Platform work from a Client introduced through Private Mentorship for 12 months after that Engagement ends.

Section 11 of your Contractor Agreement prevents you from taking PM-introduced Clients off-Platform for 12 months after each Engagement ends. This protects Private Mentorship's investment in marketing, vetting, and matching.

A breach allows Private Mentorship to recover the losses it can actually prove arising from that breach. In most cases, though, the consequence is simpler: your profile comes down and your Platform access ends.

Either party may end the Contractor Agreement at any time on seven days' written notice. To leave, email Private Mentorship. Active Engagements continue to completion under the original terms. The non-solicitation period (12 months) and confidentiality obligations survive your departure.