Terms of Service

LocalHelper (“LocalHelper”, “we”, “us”, “our”) is operated by LocalHelper Technologies Pty Ltd (ABN to be confirmed), a company incorporated in New South Wales, Australia. These Terms of Service (“Terms”) form a binding agreement between you and LocalHelper and apply whenever you access or use our website, app or services (together, the “Platform”).

By creating an account, booking a service, or offering services through the Platform, you agree to these Terms. If you do not agree, please do not use the Platform. If you are using the Platform on behalf of an organisation, you confirm you have authority to bind that organisation.

There are three parties in the LocalHelper ecosystem:

• Customers — people who book home services (cleaning, laundry, garden, handyman, NDIS support and similar).
• Helpers — independent service providers who accept and perform those bookings.
• LocalHelper — the platform that introduces customers to Helpers, sets fixed pricing, handles bookings and (once live) payments.

LocalHelper is a marketplace and introduction service. We are not a cleaning, gardening or handyman business, and we do not ourselves provide the services booked through the Platform. The contract for the actual service is between the customer and the Helper. Helpers are independent contractors running their own businesses — they are not employees, partners or agents of LocalHelper, and nothing in these Terms creates an employment, agency or joint-venture relationship.

• You must be at least 18 years old and able to enter a legally binding contract.
• You must provide accurate, current information and keep it up to date.
• We use passwordless sign-in (one-time magic links). You are responsible for keeping access to your email secure and for activity that occurs under your account.
• You may not share, sell or transfer your account, or create an account using false information.

To keep the community safe, Helpers must complete identity verification (KYC) before taking jobs. This typically includes a government-issued photo ID check, a national police check, confirmation of the right to work in Australia, and evidence of their own insurance. Customers may also be asked to verify their identity or a booking (for example, a start-of-visit code).

We handle the personal information collected for verification in accordance with our Privacy Policy. Verification helps reduce risk but is not a guarantee of any person’s conduct.

• Prices shown at booking are fixed and upfront — the price you see is the price payable for the scope described. Additional work agreed on-site may change the price.
• A booking is confirmed once we accept it and match (or begin matching) a Helper. If a Helper becomes unavailable, we may re-assign the booking to another verified Helper.
• LocalHelper charges Helpers a platform commission of 15% of the job value for the introduction, tools and payment handling. Customers do not pay a separate LocalHelper booking fee unless clearly disclosed at checkout.

Secure in-app card payments are being rolled out through Stripe. Until card payments are live, customers arrange payment directly with their Helper at the booking, and any amounts shown in the app are estimates of what is payable. Once Stripe payments are enabled, funds will be processed by Stripe, LocalHelper’s 15% commission deducted, and the balance paid out to the Helper. Stripe’s own terms will apply to card processing.

You can cancel a booking from your account. Cancellation fees depend on how much notice you give, following the cancellation policy shown at the time you cancel (for example, free cancellation with sufficient notice, and a partial fee for late cancellations). Where card payments are live, eligible refunds are settled to your original payment method. Helpers who cancel or fail to attend may incur reliability penalties.

• Provide safe, reasonable access to the property and accurate details about the job.
• Treat Helpers with respect and provide a safe working environment (for example, disclose hazards and secure pets).
• Secure valuables and let us know of anything a Helper needs to be aware of.
• Pay the agreed price for services performed.

Helpers agree to the separate Helper Agreement, which sets out their independent-contractor obligations, including quality of work, conduct, insurance and safety. Helpers are responsible for their own equipment, tax, superannuation and any GST obligations.

The Platform includes safety features, including an in-app SOS function and, with your consent, sharing of location during a visit so help can be directed if needed. These features are provided to assist safety but are not a substitute for emergency services. In an emergency, always call 000.

If something goes wrong with a booking, first raise it with your Helper. If it is not resolved, contact us at hello@localhelper.com.au and we will help mediate in good faith, which may include reviewing messages, reassigning work, or applying refunds or credits where appropriate. This process does not affect your rights under the Australian Consumer Law.

• Using the Platform for anything unlawful, fraudulent, harassing or unsafe.
• Circumventing the Platform to avoid fees after being introduced through LocalHelper.
• Posting false reviews, misusing another person’s account, or scraping the Platform.
• Interfering with the Platform’s security or operation.

The Platform, including its software, branding, text and design, is owned by LocalHelper or its licensors. We grant you a limited, revocable, non-exclusive licence to use the Platform for its intended purpose. You may not copy, modify or redistribute it without our permission.

You may stop using the Platform at any time and can request deletion of your account from your settings. We may suspend or terminate access if you breach these Terms, create risk to others, or where required by law. Provisions that by their nature should survive termination (such as liability and dispute terms) will continue to apply.

We may update these Terms from time to time. If we make material changes, we will take reasonable steps to notify you (for example, by email or an in-app notice). Continuing to use the Platform after changes take effect means you accept the updated Terms.

These Terms are governed by the laws of New South Wales, Australia, and you submit to the non-exclusive jurisdiction of its courts. Questions about these Terms can be sent to hello@localhelper.com.au.