FREQUENTLY ASKED QUESTIONS

WHAT IS KIISTONE?

Kiistone is a game-changing new Online Portal working to protect your payments and give you complete peace of mind. As a tradesperson, the Kiistone Portal will give you the ability to produce quotes and invoices, determine project milestones and keep control of any changes to the project and any extras your customers may ask for during the job.

The digital invoice process within Kiistone ensures that payments are released at agreed intervals, so that you always know when you’re going to get paid for the work you do.

IS KIISTONE FREE TO USE?

The Kiistone Portal is free to register and can be accessed via https://kiistone.pro/.

Trade users are not charged on funds withdrawn from the Online Portal, however customer users will be charged a small transaction fee each time they fund their customer wallet via a bank wire payment.

Our Escrow provider charges a transaction fee to store and protect any funds safely in a neutral banking facility.

The fees table is detailed below:

Payments between £0.00 – £499.99 = £10.00 Transaction Fee (incl. VAT)

Payments between £500.00 – £999.99 = £20.00 Transaction Fee (incl. VAT)

Payments between £1,000.00 – £2,499.99 = £30.00 Transaction Fee (incl. VAT)

Payments between £2,500.00 – £4,999.99 = £50.00 Transaction Fee (incl. VAT)

Payments between £5,000.0 – £7,499.99 = £75.00 Transaction Fee (incl. VAT)

Payments between £,7500.00 – £9,999.99 = £85.00 Transaction Fee (incl. VAT)

Payments between £10,000.00 – £14,999.99 = £100.00 Transaction Fee (incl. VAT)

Payments between £15,000.00 – £19,999.99 = £150.00 Transaction Fee (incl. VAT)

Payments between £20,000.00 – £29,999.99 = £200.00 Transaction Fee (incl. VAT)

Payments between £30,000.00 – £49,999.99 = £300.00 Transaction Fee (incl. VAT)

Payments between £50,000.00 – £74,999.99 = £500.00 Transaction Fee (incl. VAT)

Payments between £75,000.00 – £99,999.99 = £750.00 Transaction Fee (incl. VAT)

Payments between £100,000.00 – £124,999.99 = £1,000.00 Transaction Fee (incl. VAT)

Payments between £125,000.00 – £149,999.99 = £1,250.00 Transaction Fee (incl. VAT)

Payments between £150,000.00 – £174,999.99 = £1,500.00 Transaction Fee (incl. VAT)

Payments between £175,000.00 – £199,999.99 = £1,750.00 Transaction Fee (incl. VAT)

Payments between £200,000.00 – £224,999.99 = £2,000.00 Transaction Fee (incl. VAT)

Payments between £225,000.00 – £249,999.99 = £2,250.00 Transaction Fee (incl. VAT)

Payments between £250,000.00 + = TBC

Please Note: All transaction fees are non refundable.

DO I NEED TO BE A TECH WHIZZ TO USE THE ONLINE PORTAL?

No, you do not need to be a tech whizz to work the Online Portal.

Kiistone has been designed to be as easy as possible to use, but if you need any help at all then you can contact our Help Desk on 01200 403 003 or email helpdesk@kiistone.co.uk.

WHERE CAN I FIND THE USER GUIDES?

As the Trade and Customer accounts are both quite different, a separate User Guide has been created for each account type within our Online Portal.

To access the Trade User Guide, please CLICK HERE.

To access the Customer User Guide, please CLICK HERE.

I AM ALREADY A MEMBER OF THE FSB (FEDERATION OF SMALL BUSINESSES). WHAT DO I DO?

If you are already a member of the FSB, please send an email to support@kiistone.co.uk, with your FSB membership number included, and we will reduce your monthly membership payment to reflect this.

I AM BUSY WITH CUSTOMER WORK, IS THERE ANY SUPPORT TO HELP ME GET SET UP?

Yes. Our Kiistone Control support team can help you set up on our Online Portal and hand-hold you through the registration process for a small one off fee of £30 + VAT.

Please call 01200 403 003 or email us at helpdesk@kiistone.co.uk and one of the team will be happy to help you get up and running quickly.

MY CUSTOMERS HAVE NOT HEARD ABOUT KIISTONE. WHAT DO THEY NEED TO DO?

If you want to use the secure payment (Escrow) function in Kiistone then your customer will need to register to use the Online Portal.

The Kiistone Online Portal can be accessed via https://kiistone.pro/.

Alternatively, they can email us at helpdesk@kiistone.co.uk

WHAT PAYMENT METHODS DO YOU ACCEPT?

For Kiistone Premium Membership, we accept all major credit and debit cards for payment. Once you have registered at Kiistone Community, and made your first payment, your VAT invoice will be sent to the email address that you registered with. The VAT invoice will be for the total of your annual membership, but to help your cashflow, this will be paid by monthly payments equivalent to one twelfth of the annual fee. These will be automatically collected using the same method that you used to pay when registering and you will be notified in advance of their collection.

Please Note: When placing Escrow payments into the Online Portal, the only method available is via a secure bank wire transfer. This is to ensure the highest levels of security to further protect your money.

HOW DO I ACCESS THE ONLINE PORTAL ON MY PHONE OR TABLET?

The Kiistone Online Portal can be accessed on all devices via https://kiistone.pro/.

TOP TIPS TO REASSURE YOUR CUSTOMER THAT USING KIISTONE WILL BENEFIT YOU BOTH

The key thing is to explain to your customer that you’re a Kiistone member and that to protect you and them they can use the Online Portal free to manage their project.

Explain to your customer the benefits you are bringing to them by being a KIistone member.

These are the key elements you need to talk to your customer about:

  • They will be able to track the progress of their job through the app.
  • Their payments will be fully protected by using the safe deposit box with the legally binding agreement called escrow. You the tradesperson cannot access their monies without their direct instruction to the Escrow provider.
  • Customers can make payments into their safe deposit box and the system will automatically transfer monies to you when that element of the job is complete or the job is finished with their registered approval.
  • The customer is charged a small % fee on top of your quoted price to use the system and have their payments protected.
  • Any additions or alterations to the normal schedule of works can be documented immediately and the work package value is automatically altered so both you and your customer know exactly where you stand.
  • Any issues with part of the job can be logged with the flagging option which will notify you immediately by email and the customer will be notified when you have received it. Peace of mind for you both that issues are being acknowledged and dealt with as soon as possible.
  • Not having to worry about money means that you can both focus on building a good working relationship and getting the job well done.

WHERE IS A CLIENT'S MONEY SAFELY HELD?

Any monies deposited into the Online Portal are stored neutrally by one of Europe’s largest escrow banking providers, insured and endorsed by the FCA in the UK in conjunction with Barclays Bank.

CAN A CLIENT REMOVE THEIR MONEY WITHOUT MY CONSENT?

No. Any money movements within the Online Portal can only take place by mutual consent thus protecting you both.

HOW LONG DOES IT TAKE TO SET UP MY REGISTRATION?

Once you have signed up and made your first payment at Kiistone Community you will receive a welcome email from us. In that email you’ll receive all the information you need to log in to your Kiistone App and set up your registration.

Our Kiistone Helpdesk team can set up all your Kiistone registration for a one-off fee of £30 + VAT. If you’d like us to set up your registration on the app give us a call on 01200 403 003 or email us at helpdesk@kiistone.co.uk.

CAN I PERSONALISE MY QUOTES AND INVOICES?

Yes, you will be able to personalise your Kiistone dashboard and add your logos and company information to all the quotes and invoices you send from Kiistone.

HOW DO I GET PAID?

The Kiistone Online Portal uses a secure and legally binding agreement called Escrow. We work with one of Europe’s largest Escrow providers to protect our user’s funds.

Once you are set up on the Online Portal, and have full KYC validation, any payments made to you will be available for you to withdraw to your registered bank account.

CAN I SYNC MY GOOGLE OR OUTLOOK DIARY WITH KIISTONE?

Not yet, however we are continuously working to make Kiistone even better and the diary integration function will be introduced within the next few months.

WILL MY INVOICES LINK UP TO MY ACCOUNTS PACKAGE?

No, not yet. However, an update is due before the end of the year which will allow you to do this. Alternatively, for a small monthly fee starting at just £10 (+ VAT) our Kiistone Control support team can enter all this information for you, saving you time and effort. Please call us on on 01200 403 003 and we can set this up for you.

WHY DO MY CUSTOMERS HAVE TO MAKE MULTIPLE PAYMENTS TO FUND THEIR WALLETS?

This ensures that both parties are happy with each stage of the job and that each work package/project milestone is paid for before moving on to the next one. This enables you to keep the cash flowing and reduces the likelihood of having to walk away from monies due.

Wallets are individually protected and a separate e-wallet is created for each individual project work package/milestone, allowing each work package to be treated independently and any issues to be dealt with in an immediate fashion.

WILL KIISTONE HELP PROMOTE MY BUSINESS?

You will be given every opportunity to promote your business through our forums, webinars and Q&As designed to highlight the tradespeople working hard for their clients. Kiistone will identify you as a member but NOT directly promote you. Kiistone represents both our tradespeople and customers equally to improve the overall success of trade relationships.

WHAT HAPPENS IN THE EVENT OF A DISPUTE? WHERE IS MY PROTECTION?

Please Click Here to download our Dispute Resolution Process guide.

If you choose to use a legal mediation service or County Courts, your money will be safely protected in Escrow whilst a judgement is made.