Terms of Service

These Terms apply each time you access or use the Platform, whether as a customer booking a service (a Customer), a service professional offering services (a Helper or Provider), or simply a visitor.

We may also publish additional guidelines, policies or rules for specific features (for example, cancellation rules, community standards, or business-account terms). Those are incorporated into these Terms by reference. If there is any inconsistency, the feature-specific terms apply to that feature.

HelpNow.au is operated by Auschain Pty Ltd (ABN 79 659 615 111), an Australian company. References in these Terms to HelpNow, we, us orour mean Auschain Pty Ltd trading as HelpNow.au.

HelpNow is a technology platform and online marketplace. We connect Customers who need everyday jobs done — such as cleaning, plumbing, handyman work, gardening, tutoring, painting, removals, babysitting and 30+ other services — with independent Helpers who provide those services across Sydney, Melbourne and other areas we operate in.

HelpNow is not the provider of the services booked through the Platform. Helpers are independent contractors and businesses. They are not our employees, agents, partners or joint venturers. We do not direct or control how a Helper performs a job, and we are not a party to the service contract that is formed between a Customer and a Helper when a booking is accepted.

We provide tools to make matching, communication, scheduling, quoting and payment easier and safer — including verification checks, insurance requirements, instant AI-generated quotes, in-app messaging, secure payments, and a ratings and reviews system. We do not guarantee the quality, safety, legality or timing of any service.

You must be at least 18 years old and able to form a legally binding contract to use the Platform. By using the Platform you confirm that you meet these requirements.

• You must provide accurate, current and complete information when you register, and keep it up to date.
• You are responsible for keeping your login credentials secure and for all activity that occurs under your account.
• Tell us promptly at info@helpnow.au if you suspect any unauthorised use of your account.
• You may not create an account on behalf of someone else without authority, or maintain more than one account without our consent.

Helpers may be required to provide additional information and complete identity, background and — where the service requires it — licensing and insurance checks before being able to accept jobs.

Quotes are estimates

Instant prices shown when you describe a job are AI-generated estimates based on the information you provide. The final price may differ once a Helper assesses the job, the scope changes, or additional materials or time are required. Where the price will change materially, the Helper should confirm the updated amount with you before proceeding.

Confirming a booking

A booking is confirmed when a Helper accepts it. At that point a service contract is formed directly between you and the Helper, on the terms of the booking. You agree to be available (or to provide safe access) at the agreed time and location.

Changes, cancellations & no-shows

• You may reschedule or cancel a booking through the Platform. Cancellation fees may apply depending on how close to the scheduled time you cancel — the applicable window and fee are shown before you confirm.
• If a Helper cancels or fails to attend, we will help you re-book and you will not be charged the service fee for that cancelled job.
• If you are not available and the Helper cannot reasonably perform the job (a no-show), a no-show fee may apply.

Payments are processed by our payment partner Stripe. By making a payment you also agree to Stripe’s applicable terms. We do not store your full card number.

• Funds held until completion. When you book, the payment is authorised and held. It is released to the Helper after the job is marked complete and you have had a reasonable opportunity to confirm you are satisfied.
• Service fee. HelpNow charges a service fee to help operate, support and protect the Platform. Any fee is shown to you before you confirm a booking.
• Helper payouts. Helpers receive the agreed amount for completed jobs, less any platform and processing fees, paid out through Stripe.
• Taxes. Prices are inclusive of GST where applicable. Helpers are responsible for their own tax obligations.

Refunds & disputes

If something goes wrong with a job, contact us within a reasonable time (and before releasing the payment, where possible). We will review the booking, messages and any evidence and may, in appropriate cases, arrange a re-do, a partial refund or a full refund, having regard to the circumstances and your rights under the Australian Consumer Law. Chargebacks initiated without first contacting us may delay resolution.

If you book a service, you agree to:

• Describe the job accurately and disclose anything relevant to safety, access or scope.
• Provide safe, lawful and timely access to the location, and a safe working environment.
• Treat Helpers with respect and not discriminate against, harass or endanger them.
• Secure valuables, pets and anything fragile, and remove hazards where reasonable.
• Pay for services performed in accordance with the booking, and use the Platform’s payment and messaging tools (see section 8).

If you offer services as a Helper, you agree to:

• Complete and keep current any verification, identity, background, licensing, registration and insurance requirements that apply to your services and location, and to provide accurate documentation when asked.
• Hold and maintain appropriate public liability and other insurance where required, and comply with all applicable laws, work health and safety requirements, and industry standards.
• Only accept jobs you are qualified, equipped and licensed to perform, and perform them with due care, skill and professionalism.
• Communicate clearly with Customers, attend on time, and update the booking status honestly.
• Be solely responsible for your own business operations, taxes, employees or subcontractors, and the quality of your work.

You acknowledge that you provide services as an independent contractor and not as an employee of HelpNow, and that HelpNow does not guarantee any minimum amount of work.

When using the Platform you must not:

• Arrange, request or accept payment for a booking outside the Platform, or otherwise circumvent our fees — bookings and payments must go through HelpNow.
• Solicit a Customer or Helper you met through HelpNow to transact off-platform, or share contact details for that purpose.
• Provide false, misleading or fraudulent information, impersonate anyone, or misuse another person’s account or payment details.
• Use the Platform for any unlawful, harmful, infringing, discriminatory or fraudulent purpose.
• Scrape, reverse engineer, interfere with, overload, or attempt to gain unauthorised access to the Platform or its systems.
• Post or transmit content that is unlawful, defamatory, harassing, obscene, infringing, or that contains viruses or malicious code.

Off-platform transactions are not covered by HelpNow’s payment protection, insurance arrangements, dispute resolution or support, and may result in suspension or termination.

You may be able to submit reviews, ratings, photos, messages and other content (User Content). You must only submit User Content that is accurate, your own (or that you have the right to submit), and that complies with these Terms.

You retain ownership of your User Content, but you grant HelpNow a worldwide, non-exclusive, royalty-free, transferable and sub-licensable licence to host, store, use, reproduce, adapt, publish and display that content in connection with operating, promoting and improving the Platform. We may remove or moderate content that we reasonably believe breaches these Terms or is otherwise inappropriate, but we are not obliged to monitor User Content.

We want HelpNow to stay safe and high-quality for everyone. We may, acting reasonably, limit, suspend or terminate your access to all or part of the Platform — with or without notice — if we believe you have breached these Terms or the law, created a safety or fraud risk, or repeatedly received poor ratings or unresolved complaints.

You may stop using the Platform at any time and may request that we close your account by contacting info@helpnow.au. Sections that by their nature should survive termination (including payment obligations, disclaimers, limitation of liability, indemnity and governing law) will continue to apply.

To the maximum extent permitted by law, the Platform is provided on an “as is” and “as available” basis. We do not warrant that the Platform will be uninterrupted, error-free or secure, that defects will be corrected, or that any content, estimate, match or recommendation is complete or accurate.

We do not endorse, guarantee or assume responsibility for any Helper, Customer, or the services, workmanship, conduct, qualifications or insurance of any user. Any reliance you place on the Platform or on other users is at your own risk. Nothing in this section limits the operation of section 14 (Australian Consumer Law).

To the maximum extent permitted by law, HelpNow and its officers, employees and contractors will not be liable for any indirect, incidental, special, consequential or punitive loss, or for any loss of profits, revenue, data, goodwill or opportunity, arising out of or in connection with the Platform or any service booked through it, whether based in contract, tort (including negligence) or otherwise.

Where our liability cannot be excluded but can be limited, and to the extent permitted by law, our total aggregate liability to you in connection with the Platform is limited, at our option, to re-supplying the relevant service of the Platform or paying the cost of doing so, or to the total fees you paid to HelpNow in the three months before the event giving rise to the liability.

This section does not exclude or limit any liability that cannot be excluded or limited by law (see section 14).

To the extent permitted by law, you agree to indemnify and hold harmless HelpNow and its officers, employees and contractors from and against any claims, liabilities, losses, damages, costs and expenses (including reasonable legal costs) arising out of or in connection with your breach of these Terms, your misuse of the Platform, the services you provide or receive, your User Content, or your violation of any law or the rights of any third party. This does not apply to the extent the loss was caused by HelpNow’s own breach, negligence or wilful misconduct.

Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy you may have under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law, or any other law that cannot lawfully be excluded or limited.

If you are a consumer under the Australian Consumer Law, you may be entitled to remedies (such as repair, replacement, refund or compensation) for failures to meet a consumer guarantee. Where the services in question are supplied by a Helper, those guarantees are given by that Helper as the supplier; where HelpNow supplies services to you directly (such as the Platform itself), those guarantees apply to HelpNow.

The Platform, including its software, design, text, graphics, logos, the “HelpNow” name and other content (other than User Content), is owned by or licensed to HelpNow and is protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for its intended purpose. You must not copy, modify, distribute, sell, frame or create derivative works from any part of the Platform except as expressly permitted by us or by law.

We handle personal information in accordance with our Privacy Policy, which forms part of these Terms. It explains what information we collect, how we use and disclose it, and your rights and choices.

We may update these Terms from time to time — for example, to reflect changes to the Platform, our fees, or the law. If we make material changes, we will take reasonable steps to notify you (for example, by email or an in-app notice) before they take effect. By continuing to use the Platform after the changes take effect, you accept the updated Terms. The “Last updated” date at the top of this page shows when these Terms were last revised.

These Terms are governed by the laws of New South Wales, Australia, and you and HelpNow submit to the non-exclusive jurisdiction of the courts of New South Wales and the courts that hear appeals from them.

If a dispute arises, we encourage you to contact us first at legal@helpnow.au so we can try to resolve it quickly and informally. Most issues can be sorted out this way. Nothing in this section prevents either party from seeking urgent interlocutory relief from a court.

If you have any questions about these Terms, please get in touch:

• Email: legal@helpnow.au (legal) or info@helpnow.au (general)
• Phone: 0455 301 335
• Or use our contact page.