Terms of use — pre-launch draft

1. What Need a Hand? does

Trading as Need a Hand Australia, sole trader based in Sydney. ABN 97 550 344 123.

Need a Hand? operates a marketplace that helps customers find local service providers who have indicated that they are available. The platform supports matching, booking, messaging, job progress, completion evidence, customer approval, support and payment workflows.

2. Service providers

Providers operate independently and are responsible for the services they offer, the information they submit, their licences, permits, insurance, qualifications, tax obligations and compliance with laws that apply to their work. Platform approval is a marketplace control and is not a guarantee of workmanship or suitability for every job.

3. Customer requests and availability

Provider availability, distance and estimated arrival information can change. A request is not accepted until the provider accepts it through the platform. Need a Hand? is not an emergency service and should not be used where emergency assistance is required.

4. Pricing and fees

For an Available Now booking, the current customer fee is A$15. The provider confirms the final job amount after the work is completed and the customer is asked to approve that amount before payment. The provider platform fee is currently 13% of the final job amount. Any estimate shown before the job is indicative unless expressly agreed otherwise.

5. Payments

Payments are processed through the platform's payment provider. Need a Hand? does not require customers to provide card details directly to a service provider. Payment features may remain in test mode while production payments are being prepared.

6. Cancellations, problems and refunds

If a booking is cancelled, declined, cannot be fulfilled, or there is a payment or service problem, contact Need a Hand? support. The current cancellation and refund process is described on the Cancellation & refunds page.

7. Accounts and acceptable use

Users must provide accurate information, keep account credentials secure and must not misuse the platform, impersonate another person, submit fraudulent requests, interfere with platform security or use marketplace information for unauthorised purposes.

8. Consumer rights

Nothing in these draft terms is intended to exclude, restrict or modify rights or remedies that cannot lawfully be excluded under Australian law.

9. Service changes

Before public bookings open, Need a Hand? may change service areas, eligibility rules, fees, features and operating processes as launch preparation continues. Material changes affecting an active booking should be communicated through the platform or support.

10. Contact

Questions or support requests can be sent to hello@needahand.au.

Legal review required: this document is operational draft copy and is not the final public Terms of Use.