Help

Answers to the questions homeowners and pros ask most. If you are signed in, the fastest help is the Support section inside your dashboard — an AI support agent answers from the same product facts, and anything it cannot resolve goes to our support team.

For homeowners

How does Koti work?
Describe what your home needs once, and Koti matches you with a local pro — as you go, you can see the pros' profiles, their work, prices where they've shared them, and availability, and you choose who to connect with. Your contact details stay private until you connect. You coordinate the work directly with the pro you hire, and you pay the pro directly. If no pro covers your request yet, we'll tell you and keep your details saved for when one does.
What services does Koti cover?
Roofing, plumbing, HVAC, pool, handyman, drywall & painting, windows & doors, security & smart home, and furniture assembly services in the Miami area.
Is Koti free for homeowners?
Yes. Browsing pros, sending a request, and asking questions are all free for homeowners. You pay the pro directly for the work performed — Koti is not a party to the agreement between you and the pro for the job itself.
How do I pay for the work?
You pay the pro directly. When a pro has enabled card payments, you can pay their invoice from your dashboard through a secure Stripe-hosted checkout page. You pay exactly the invoice total — no processing fee or surcharge is ever added to what you pay.
Will pros see my personal phone number?
No — not before you connect. While you browse and ask questions, messages and calls go through Koti, so pros never see your personal phone number or email. When a pro accepts your request and you connect, your contact details are shared with that pro so you can coordinate the work directly. Your exact home address is shared only when you choose to share it, when the job needs it.
Can I message a pro before I decide?
Yes — asking is free. You can ask a pro a few questions through Koti before sending a request, and your contact details stay private while you do.
What happens if the pro doesn't respond?
Direct requests give the pro 72 hours to respond. If they don't — or they decline — you pay nothing, your project details are saved, and you can pick another pro or let Koti match you instead.
Do I have to hire the pro I request?
No. Sending a request is free and never obligates you to hire. You decide after you talk, see the quote, and are ready.
When do I share my exact address?
Only when you choose to — typically when a job is scheduled and the pro needs to come to your home. Browsing, asking, and requesting never require it.
What happens when I send a request to a pro?
Your request goes only to that pro — it's never sold or shared with others. The pro has 72 hours to respond. If they accept, you connect through Koti and can message and call with full, protected communication to plan the job. If they decline or don't respond in time, you pay nothing and your project details are saved — you can pick another pro or let Koti match you instead.
Can I talk to a pro before I commit to anything?
Yes. Every pro profile has a Message button — a few intro messages are free, and your contact details stay private while you chat. When you're ready, Request This Pro sends a formal request. Sending it is free, and it never obligates you to hire.

KotiProtect

What is KotiProtect?
KotiProtect is Koti's claims-assistance program, offering up to $1,000 for certain eligible accidental property damage incidents on qualifying projects booked and paid through Koti.
Does every project qualify?
No. Eligibility depends on the booking, payment, incident, documentation, exclusions, and official program terms.
Is reimbursement guaranteed?
No. Each claim is reviewed individually, and compensation is subject to eligibility and approval.
How long do I have to submit a claim?
Claims must be submitted within 30 calendar days of the service date.
What if a professional damages my property?
Report the incident through the relevant project in your Koti dashboard. Provide a description, photographs, and available supporting documentation.
What happens after I submit a claim?
The professional can respond, the parties may attempt a resolution, and Koti may review unresolved eligible claims.
Does KotiProtect cover water damage?
No. Water-related damage is excluded under the program terms.
Does KotiProtect cover work paid outside Koti?
No. The project must be booked and paid through Koti.
Does KotiProtect replace the professional's insurance?
No. Applicable insurance remains relevant, and KotiProtect does not replace the professional's responsibilities.
How do I contact Koti Support?
Through the Help Center on this page, the support chat inside your account, or by email at support@koti.house.

Read the complete KotiProtect Terms & Conditions.

For pros

How much does Koti cost?
Koti Basic is free. Koti Pro is $39/month after a 7-day free trial. The trial requires a card upfront and places a $1 verification authorization hold that is reversed and is never a charge; the first charge happens on day 8. If you cancel during the trial, you are never charged.
Do I pay to receive questions from homeowners?
No. Homeowners can ask you a few questions for free before they decide, and receiving questions or requests never costs you anything. You only pay if you choose to accept a formal request.
What is a lead unlock fee?
When a homeowner sends you a formal request and you accept it, accepting unlocks your connection with that homeowner — that's when the unlock fee for the request's category applies. The exact fee is always shown before you accept, so there are no surprises. Declined or expired requests cost nothing. Your first successful unlock is free — one per business, under the First Lead Free benefit in the Pro Terms. Koti charges no commission and takes no percentage of what you're paid for a job.
What do I get when I unlock a request?
A connection, not a contact list. You and the homeowner coordinate through Koti's full protected communication — messages and masked calls, quotes, and scheduling in one thread. The homeowner shares their exact address with you when the job needs it. Koti never sells a homeowner's phone number or email — to you or to anyone.
What happens if I don't respond to a request?
You have 72 hours to accept or decline. If the request expires, it costs nothing and the homeowner is offered another pro or a Koti match.
How do online payments work?
You enable online payments from the Payments section of your dashboard by completing Stripe-hosted onboarding on your own Stripe account — Koti never collects or sees your bank credentials. When a homeowner pays your invoice by card, they pay exactly the invoice total; Stripe deducts its processing fees from your proceeds, and Koti takes no commission. The full terms are in section 8 of the Pro Terms (Payment Terms).
How do I cancel Koti Pro?
Open Billing in your dashboard, choose Cancel subscription, and confirm. Cancelling during the free trial means you are never charged. Cancelling a paid subscription keeps Pro active until the end of the paid period.
Where can I read the terms?
The Koti Pro Terms — including the Payment Terms in section 8 — are at /terms/pro. The general Terms of Service are at /terms.

Still need help?

Email us at support@koti.house and we will get back to you. Signed in already? Open Support in your dashboard — pros / homeowners — for instant answers.