Terms of Use
These Terms form an agreement between you and Australian Helper Pty Ltd when you create an account or use the marketplace. They should be read with the Privacy Policy, Cancellation and Refund Policy, Community Guidelines and Safety Policy.
1 About these Terms
These Terms govern your use of Australian Helper's website, app and related marketplace services (the Platform). Australian Helper Pty Ltd is referred to as Australian Helper, we, us or our. A member is a person or business using an account. A Tasker is a member requesting a task. A Helper is a member offering to perform a task. A Task Agreement is the agreement between the Tasker and Helper for the task.
You agree to these Terms when you accept them during registration or another transaction process in which they are made available to you. Relevant terms must be made available before you commit to a paid transaction. Browsing publicly available pages alone does not authorise us to charge you or impose an obligation to purchase a service.
The Cancellation and Refund Policy, Community Guidelines and Safety Policy form part of these Terms to the extent they apply to your use of the Platform. The Privacy Policy explains how we handle personal information; accepting these Terms is not blanket consent to every use of your personal information.
Mandatory law prevails over these Terms and the policies. The Cancellation and Refund Policy supplies the detailed cancellation and refund process, but cannot reduce rights preserved in these Terms or required by law. If there is another inconsistency between these Terms and a policy, these Terms prevail. A Task Agreement cannot change Australian Helper's obligations or fees without our agreement.
Nothing in these Terms excludes, restricts or modifies a right, guarantee, remedy or obligation that cannot lawfully be excluded, restricted or modified. This includes applicable rights under the Australian Consumer Law and applicable workplace, work health and safety, workers compensation and privacy laws, codes and binding orders.
2 Eligibility and accounts
You must be at least 18 to create or operate an account. You must be legally entitled to enter the relevant agreement and, if offering services, legally entitled to perform that work in Australia. If you act for a business or another person, you must have authority to do so and identify who is providing or receiving the service.
You must provide accurate and current account information, protect your credentials and promptly report suspected unauthorised access. You must not impersonate someone, use another person's account without authority, or use an account to evade a restriction. You are responsible for activity you authorise and must take reasonable steps to protect your account. You are not automatically liable for every unauthorised transaction solely because it occurred through your account; responsibility is determined under applicable law and the relevant facts.
Account checks, badges and reviews have only the meaning explained for the particular feature. We will describe the scope and, where relevant, date of a check accurately. A check or badge does not by itself guarantee a person's character, suitability, licensing, insurance, work quality or future conduct. This does not remove our responsibility for the checks we undertake or the statements we make about them.
3 Our marketplace role
Australian Helper provides marketplace technology to help members publish tasks, communicate, make or accept offers and arrange payments. The task service is supplied by the Helper under the Task Agreement with the Tasker. Australian Helper does not itself perform the task unless we expressly agree otherwise in writing.
Our marketplace model is intended for Helpers to offer services on their own account. A member does not become our employee, partner or agent merely by registering or accepting a task. However, legal status and statutory obligations depend on applicable law and the actual arrangement, not simply the labels used in these Terms. No provision transfers to a member an obligation that the law imposes on Australian Helper.
Our administration of bookings, payments or disputes does not make us a party to the Task Agreement. Any limited authority concerning payment processing is confined to the arrangements disclosed in the payment flow and section 9. It does not authorise either member to bind Australian Helper to a task or other obligation.
4 Offers and Task Agreements
A task listing is a request for offers. A Task Agreement forms when the Platform confirms that the Tasker has accepted a Helper's offer. The listing, accepted offer and any agreed clarifications recorded for that booking define the task, subject to applicable law. Members should confirm the work, location, timing, total task price, materials, expenses and any relevant requirements before acceptance.
Members must obtain the other party's agreement before materially changing the scope, price or timing. Any additional amount must be disclosed and agreed before the additional work or expense is incurred. A Helper must not replace or subcontract the agreed service provider without the Tasker's informed agreement where the identity or qualifications of that provider are material. Each person performing regulated work must meet the applicable requirements.
A Helper must not start paid work until the Platform confirms that the required payment step has been completed. If the status is pending, failed or unclear, contact support before starting. A payment confirmation records the processing status; it is not insurance or a guarantee that a payment can never be reversed. Payment failure, cancellation and related charges are dealt with under sections 9 and 10 and the Cancellation and Refund Policy.
5 Insurance arrangements
Australian Helper does not currently provide or arrange insurance cover for members or tasks booked through the Platform. Booking a task, making a payment or receiving a badge does not create insurance cover through Australian Helper.
Helpers must obtain and maintain any insurance required by law for their work. They should also assess, with an insurer or adviser where appropriate, whether additional cover is suitable for the services they offer. Where a task has a specific insurance requirement disclosed before acceptance, the Helper must meet that requirement before starting the work.
Any insurance held by a Helper is separate from Australian Helper and is subject to the insurer's policy terms, exclusions, limits and claim requirements. A Helper must not misrepresent their insurance and must provide current evidence of relevant cover when reasonably requested for the task. A Tasker should discuss relevant insurance with the Helper before work starts. Failure to ask for or inspect a policy does not by itself waive the Tasker's legal rights.
If insurance information is displayed, its source and the scope of any check must be identified accurately. Displaying a document or recording a check does not, by itself, establish that the insurer will cover a particular incident. We remain responsible for any misleading statement or failure to carry out a check we have undertaken with the care required by law.
This section describes current arrangements. It does not remove any statutory insurance, workplace safety, compensation or other obligation of Australian Helper or a member, and does not limit liability or rights that cannot lawfully be limited.
6 Qualifications licences and required checks
Helpers must have the skills and qualifications required for the task and hold any licence, registration, authorisation or screening clearance required by the law applicable where the work is performed. They must keep relevant information current and must not accept or continue work outside the scope of their authorisation.
Taskers must accurately describe any requirement relevant to the task and should request evidence appropriate to the work. Members must not treat a general account badge as proof of a particular professional licence, clearance or insurance policy unless that specific check is expressly described.
Tasks involving regulated services may proceed only if all applicable requirements are met. This includes relevant requirements for electrical, plumbing, building, transport, childcare, disability or aged care, health, legal and financial services, where applicable. A category name or listing on the Platform is not an authorisation to perform regulated work.
7 Member responsibilities
Taskers must describe tasks and known hazards accurately, have authority to grant access or request work on the relevant property, and provide reasonably safe access and conditions within their control. Helpers must assess whether they can perform the work safely and competently, use appropriate equipment and comply with applicable law. Members must cooperate over material risks, access, materials and agreed timing.
Helpers are responsible for their own tax, business registration, ABN, GST and other obligations to the extent those obligations apply to them. A member is not required to obtain an ABN or register for GST merely because they use the Platform if the law does not require it. This allocation does not remove Australian Helper's own tax, reporting, payment or other statutory obligations. We may request information reasonably necessary for legally required reporting, as explained in the Privacy Policy.
Members must pay amounts lawfully due, provide truthful information and not misuse another person's contact, identity, financial or payment information. Members must not create false reviews, conceal material conflicts of interest or manipulate offers, bookings or payments.
Payments for bookings made through the Platform must use the payment process provided for that booking unless Australian Helper authorises an alternative or the law requires otherwise. Members must not divert that booking's payment to evade a platform fee lawfully due. This restriction does not prevent unrelated work, the exercise of legal rights or contact with insurers, advisers, authorities or emergency services.
Material agreements about scope, price, completion and disputes should be recorded in the Platform's task communications, or supplied to support if that feature is unavailable. Necessary telephone calls or other direct communication about access, safety or practical arrangements are permitted. Members should record material changes afterwards so the booking record remains accurate.
8 Prices fees and expenses
Before a paid booking is confirmed, we will disclose the task price, each applicable platform fee, the total payable by the Tasker and the expected Helper payout, including any disclosed deductions. Amounts are in Australian dollars unless expressly stated otherwise. Consumer price displays must include GST and other unavoidable charges where required by law, and show the minimum ascertainable total price as prominently as any component price.
The fee applicable to a booking is the fee disclosed and accepted for that booking. We will not retrospectively increase it. Any change to fees for future bookings must be disclosed before a member commits to the affected transaction.
Materials or reimbursable expenses must be included in the agreed price or separately disclosed and agreed in advance. A Helper must provide reasonable evidence of an agreed reimbursement when requested. No member is obliged to pay an undisclosed extra charge merely because work has already begun.
Refunds of task prices and platform fees are governed by section 10 and the Cancellation and Refund Policy, subject to applicable law. Applicable statutory minimum payments and restrictions on deductions are not reduced by the fee arrangements in these Terms.
9 Payments and payouts
Payments and payouts are processed using third-party payment providers. The provider, relevant provider terms and applicable processing information must be made available before a member uses the payment service. We will describe the actual payment arrangement accurately, including the required payment status, when payment is authorised or collected, the event permitting payout and the expected processing time.
You authorise only the charges and payment instructions disclosed and accepted for the booking, together with adjustments you separately agree to or that are lawfully required. A general acceptance of these Terms does not authorise an unspecified future debit, penalty or transfer. Our ability to initiate, pause, refund or release a payment is limited to the actual provider arrangement, the disclosed booking process and applicable law.
Processing may be affected by identity verification, suspected fraud, a chargeback, a documented dispute, banking issues or a legal requirement. We may temporarily pause processing or payout only where reasonably necessary and permitted by the payment arrangement and applicable law. Where practicable, a pause will be limited to the affected amount and booking.
Unless disclosure is prohibited by law or would compromise a genuine fraud or safety investigation, we will give the affected member the reason, information reasonably required and a next review date or expected timeframe. We will review the pause within a reasonable time, provide updates if it continues and remove it when the lawful reason no longer applies. We will not retain undisputed funds indefinitely or confiscate funds solely because an account is closed or restricted.
A chargeback or disputed payment will be assessed using the available evidence and relevant provider process. We will give affected members a reasonable opportunity to respond where practicable. We will not automatically make a Helper liable for every chargeback or payment loss regardless of cause. Any lawful recovery must identify the basis and amount and take account of Australian Helper's own contribution to the loss.
Payment-provider rules govern processing mechanics but do not override a member's statutory rights or Australian Helper's own obligations. The legal character of a payment arrangement depends on the arrangement itself. A payment-hold feature does not, by itself, promise insurance or guaranteed recovery. We will not describe an arrangement as a regulated escrow service unless that description is legally accurate.
10 Cancellations refunds and disputes
The Cancellation and Refund Policy at https://australianhelper.com/cancellation-refunds sets out the booking cancellation process, the treatment of task prices and platform fees, relevant evidence and expected processing times. The policy applicable to an accepted booking is the version made available for that booking, subject to mandatory law and any later change agreed by the affected members.
Change-of-mind cancellations are considered separately from claims about a service not being supplied, faulty or unsafe work, misleading information or another breach of law. Where a consumer guarantee applies, the responsible supplier must provide the remedy required by law. Whether that supplier is the Helper, Australian Helper, or both depends on the service supplied and the relevant facts.
Evidence of work properly completed and agreed expenses may be relevant to the amount payable or refundable. Costs incurred do not automatically defeat a statutory refund or compensation entitlement. A provider's refusal to reverse a transaction does not, by itself, remove a refund obligation arising under law.
Members should report problems promptly and provide available booking details and evidence. A failure to report within a platform's suggested timeframe does not by itself extinguish a statutory claim. Completion confirmation, a review or release of payment does not automatically waive a claim concerning defective work or another non-excludable right.
We may help members exchange information and seek a resolution. We are not a court, insurer or binding arbitrator. Our administrative decisions about a booking or payment do not finally determine a member's legal rights. Members may obtain advice and use a court, tribunal, regulator or other external remedy available to them. Internal complaint timeframes do not extend or suspend external legal deadlines.
11 Safety and prohibited conduct
Members must follow the Community Guidelines at https://australianhelper.com/community-guidelines and the Safety Policy at https://australianhelper.com/safety-policy, to the extent those policies are consistent with these Terms and applicable law.
Illegal, deceptive, violent, exploitative, privacy-invasive or unlawfully discriminatory conduct is prohibited. Members must not request or perform regulated work without the required authorisations, misrepresent a qualification or insurance policy, or request work that cannot be carried out lawfully and safely.
If a task presents a serious or immediate risk, stop the unsafe work, move to safety where possible and contact emergency services on 000 when appropriate. Platform support is not an emergency service. When safe, report the incident so we can consider reasonable action concerning the booking or account.
No member is required to continue unsafe or unlawful work to avoid a platform penalty. Cancellation and payment consequences must take account of the actual circumstances and applicable law. Australian Helper remains responsible for any work health and safety or other safety obligation imposed on it by law.
12 Content privacy and reviews
You retain ownership of content you lawfully provide. You must have the rights and permissions needed to supply it and must not publish another person's private information or images without lawful authority. Reviews must reflect genuine experiences and must not be purchased, fabricated or manipulated.
You grant Australian Helper a non-exclusive, royalty-free licence to host, store, reproduce, format, display and transmit that content only as reasonably necessary to provide, secure and moderate the Platform, administer bookings and resolve disputes. This licence extends to service providers acting for us only to the extent needed for those purposes and subject to appropriate restrictions. It may operate worldwide where needed for the disclosed service arrangements, subject to applicable privacy law.
Public listings and reviews may be displayed through the Platform in the context for which they were submitted. Private communications and documents are not made public under this licence. We will obtain separate, specific permission before using identifiable member photographs, private communications or private task details in external marketing. The licence does not by itself authorise the use of personal information for unrelated advertising or the training of a general-purpose AI model.
Personal information is handled in accordance with the Privacy Policy and applicable law. Intellectual property permission is not a substitute for a lawful basis to collect, use or disclose personal information. If you remove content or close your account, ongoing use is limited to reasonable removal and backup processes, lawful record retention and information reasonably necessary for unresolved matters. Those records must not subsequently be used for unrelated promotion.
13 Content moderation and review
We may remove or restrict content that reasonably appears to breach these Terms, harm members or create a legal or safety risk. Any automated tools used for this purpose must be described accurately where relevant, and personal information must be handled under the Privacy Policy and applicable law.
You may report content or ask for a review of a restriction affecting you through available in-app support or the contact email in section 20. Unless a lawful confidentiality or urgent safety reason prevents it, we will explain the relevant reason and provide a reasonable opportunity to respond. A report or automated flag is not, by itself, proof of a breach.
We may preserve relevant evidence for safety investigations, disputes and legal obligations, subject to lawful access controls and retention requirements. Nothing in this section replaces a review process or procedural protection required by law.
14 Account restriction suspension and termination
We may restrict or suspend an account, particular feature or booking where we have reasonable grounds to consider action necessary for a material breach, suspected fraud, serious safety risk, legal compliance or a material risk to another member. The action must be proportionate to the reason. Payment restrictions are also subject to section 9.
Where practicable, we will explain the grounds and give a reasonable opportunity to address the issue before taking final action. Urgent safety, fraud or legal concerns may require immediate temporary action. We will review that action within a reasonable time and provide reasons and a review path unless lawful restrictions prevent disclosure.
We may terminate an account for a serious or repeated material breach, or where continued access would create an unacceptable legal or safety risk that cannot reasonably be addressed by a lesser measure. We will not restrict an account merely because a member makes a genuine complaint, exercises a legal right or seeks an external remedy.
You may ask to close your account at any time. Closure does not cancel existing Task Agreements, erase lawful payment or refund obligations, or prevent a member from obtaining records or pursuing a claim. We will explain how outstanding bookings, funds and records will be handled. Restrictions or closure do not automatically forfeit a member's money.
If a member has protections under applicable regulated-worker laws, a deactivation code, a minimum standards order or other mandatory law, we must follow those requirements. A general discretion in these Terms does not replace the required procedure or restrict the applicable remedy.
15 Service availability
We will provide our Platform services with the care and skill required by law. Maintenance, networks, third-party systems and events outside reasonable control may affect availability. We will take reasonable steps to communicate significant planned disruption and address service problems within our control.
We do not promise a particular number of tasks, offers or matches, a level of earnings, or that a member will accept a particular offer. This does not remove an obligation to meet a consumer guarantee applicable to our service or a statutory minimum payment applicable to particular work.
If a disruption materially affects an accepted booking or paid Platform service, we will consider the appropriate practical solution or remedy under the relevant policy and applicable law. An outage does not automatically excuse every obligation or permit us to retain money for a service that must legally be refunded.
16 Liability and non-excludable rights
Australian Helper is responsible for its Platform services in accordance with applicable law. Where consumer guarantees apply, these include due care and skill, fitness for a disclosed purpose where applicable, and supply within a reasonable time where no time is fixed. Statutory remedies may include a refund, cancellation, rectification or compensation for reasonably foreseeable loss, depending on the circumstances and the law.
The Helper is responsible for supplying the task service under the Task Agreement and applicable law. Australian Helper is not responsible for a Helper's task performance merely because the members used the Platform. However, this does not exclude liability arising from Australian Helper's own acts or omissions, misleading representations, contractual promises, negligence or another obligation imposed by law.
We are not liable for a loss solely caused by an independent member's conduct or an event for which applicable law does not make us responsible. If Australian Helper caused or contributed to the loss, responsibility must be assessed under the applicable legal rules rather than automatically shifted to a member.
The absence of task insurance does not limit anyone's legal responsibility. Any restriction on liability operates only to the extent it is lawful and enforceable. Members also remain responsible for their own conduct and legal obligations.
17 Responsibility for third party claims
To the extent permitted by law, you must reimburse Australian Helper for reasonable loss payable to a third party and reasonable associated defence costs to the extent directly caused by your fraud, deliberate unlawful conduct, infringement of that third party's rights, or material breach of these Terms. An allegation alone does not establish responsibility.
You are not required to reimburse loss caused or contributed to by Australian Helper, its personnel or service providers, or a cost that could reasonably have been avoided. This section does not transfer a statutory obligation or a penalty arising from Australian Helper's own breach of law to you.
We must notify you of the claim within a reasonable time, explain the alleged basis and give you a reasonable opportunity to respond and participate where appropriate. We must take reasonable steps to reduce the loss and must not agree to a settlement binding you without your reasonable agreement or lawful authority.
We will not automatically debit your payment method or deduct an alleged claim from a payout under this section. Any recovery or deduction must have a lawful basis and comply with the applicable payment authorisation and protections for consumers, small businesses and regulated workers.
18 Changes to these Terms
We may change these Terms for a genuine legal, safety or service reason. For a material change that adversely affects members, we will ordinarily give at least 14 calendar days' advance notice through an appropriate account communication and make the revised terms available. We will provide a clear summary of the material change and its effective date.
A shorter notice period may be necessary to comply with a legal requirement or address an urgent safety or security issue. In that case, the change must be limited to what is reasonably necessary and we will notify affected members as soon as reasonably practicable. Any longer notice, consultation or consent requirement imposed by law still applies.
Changes do not retrospectively increase agreed fees, reduce accrued rights or alter an accepted Task Agreement, unless required by law or separately agreed by the affected parties. Where renewed acceptance is appropriate, we will obtain it before the member enters a new affected booking. A member may stop entering new bookings and close their account if they do not accept the revised Terms, without a penalty for doing so; existing lawful obligations remain.
19 Governing law and other terms
These Terms are governed by the laws of Victoria, Australia, subject to mandatory laws applicable elsewhere. The parties submit to the non-exclusive jurisdiction of courts with jurisdiction in Victoria. This does not prevent a claim in another court or tribunal with jurisdiction or restrict a member's access to a regulator or mandatory statutory process.
If a provision is unlawful or unenforceable, it is severed only to the extent necessary, and the remainder continues where it can do so lawfully. A failure to enforce a provision on one occasion does not waive future rights. Nothing in this section makes an unfair or otherwise prohibited term enforceable.
We will send material contractual notices through the account contact details or appropriate Platform notifications. Members must keep their contact details current. Marketing consent and opt-out choices are dealt with separately; receipt of a necessary service notice is not consent to unrelated marketing.
20 Complaints and contact
Contact available in-app support or email support@australianhelper.com. Include the task reference if available, relevant dates, a description of the issue and the outcome you seek. We will not reject a genuine complaint solely because it lacks a task reference or is about Australian Helper's own service rather than a Helper.
We aim to acknowledge complaints within seven calendar days and provide an outcome or progress update within 30 calendar days. We will prioritise serious safety concerns and explain if further time or information is needed. These targets do not displace any shorter response, payment, review or other deadline required by law.
You do not have to wait for our target response period before seeking an external remedy where the law permits it. Our complaint process does not suspend an external filing deadline, including a deadline for an eligible unfair-deactivation application.