Tradesperson Service Agreement

You participate in Loop Callout as an independent business or independent service provider.

Loop Callout operates a referral marketplace that connects customer requests with independent tradespeople and service businesses.

Unless expressly agreed otherwise:

• Loop does not employ you;
• you are not Loop's agent, partner or representative;
• you decide whether to accept or decline available opportunities;
• you are responsible for the manner in which you perform your trade services;
• the service contract for the underlying work is formed directly between you and the customer;
• the customer pays you directly for the underlying trade service; and
• Loop does not set or collect payment for the trade work itself.

You are responsible for your own:

• licences and registrations;
• insurance;
• taxation;
• GST;
• superannuation obligations where applicable;
• tools and equipment;
• vehicles;
• employees and subcontractors;
• workplace and trade compliance; and
• compliance with applicable Victorian and Australian laws.

Nothing in this Agreement removes any legal rights or obligations that cannot lawfully be excluded.

Before receiving job opportunities, Loop may require you to provide information including:

• your legal name;
• trading or business name, if any;
• ABN or ACN where applicable;
• contact details;
• trade category;
• licence or registration number;
• insurance information;
• service areas;
• operating hours; and
• emergency availability.

For Victorian plumbing and building providers, Loop may check licence or registration information against the Building and Plumbing Commission's public practitioner register.

Loop may also conduct other checks, including:

• identity checks;
• ABN or business-detail checks;
• insurance checks; and
• other checks reasonably required to maintain marketplace integrity.

You must ensure that all information supplied to Loop remains accurate and current.

You must notify Loop promptly if:

• your licence or registration expires;
• your licence or registration is suspended, cancelled or restricted;
• your insurance expires or is cancelled;
• a regulator imposes a material condition affecting your ability to perform work; or
• any other material information affecting your eligibility changes.

Loop may suspend or remove your account if required verification cannot be maintained.

A Loop verification check does not transfer responsibility for your licensing, qualifications or legal compliance to Loop.

Loop may offer you exclusive job opportunities.

Where an opportunity is described as exclusive, Loop intends that once you successfully accept and pay the applicable opportunity fee, that opportunity will no longer be available through the ordinary Loop marketplace flow to another provider.

Accepting an opportunity may reserve it for you for a limited checkout period.

You must complete any required confirmation or payment within that period.

If you do not complete confirmation or payment within the required time, the opportunity may return to the available pool.

You should only accept opportunities that:

• fall within your trade and licence scope;
• fall within an area you actually service;
• you are genuinely interested in pursuing; and
• you reasonably expect to have capacity to attend.

An exclusive opportunity does not guarantee that:

• the customer will proceed;
• the customer will accept your quote;
• the job will result in a particular invoice value;
• the customer has not independently contacted another provider outside Loop; or
• the opportunity will result in profit.

You pay Loop a fee for each exclusive opportunity you accept where a fee is displayed.

The applicable fee will be shown before acceptance.

You will not be charged a Loop opportunity fee that was not disclosed before you agreed to accept the opportunity.

The opportunity fee:

• is payable to Loop;
• is separate from the price you charge the customer;
• relates to access to the qualified marketplace opportunity;
• does not purchase a guarantee of a completed job; and
• is not a commission on the final amount you invoice the customer unless expressly stated otherwise.

You are responsible for setting your own customer pricing, issuing invoices and receiving customer payment.

Loop does not currently collect the customer payment for the underlying trade service.

Loop may provide a refund or credit of an opportunity fee where, for example:

• the customer contact information was materially invalid;
• the request was demonstrably fraudulent;
• an exclusive opportunity was mistakenly sold to more than one provider;
• a Loop technical failure prevented access to an accepted opportunity; or
• Loop otherwise determines that a marketplace error occurred.

A provider refund or credit will generally not be available merely because:

• the customer changed their mind;
• the customer rejected your quote;
• the customer chose not to proceed;
• you could not agree on price;
• you later decided the job was unsuitable;
• you were unavailable;
• the customer did not respond after reasonable attempts;
• you did not attend; or
• you were not appropriately licensed or qualified for the work.

Any provider refund or credit process is separate from customer refunds relating to trade services.

You are responsible for providing customers with clear and accurate information about pricing.

Where reasonably practicable, you should explain before commencing work:

• the proposed scope;
• the price or pricing basis;
• call-out charges;
• material charges;
• labour charges;
• any known additional charges; and
• any material limitations or assumptions.

You must not mislead customers about pricing or represent that Loop has approved or set your prices unless Loop has expressly done so.

If, after attending or commencing assessment of a job, you determine that additional work is required beyond the work originally agreed with the customer, you must:

1. explain the additional work to the customer;
2. explain why it is required;
3. disclose the price, additional charge or reasonable pricing basis before performing that additional work; and
4. obtain the customer's clear approval before proceeding.

You must not knowingly charge a customer for additional work that the customer did not approve, except where applicable law permits otherwise.

Where practical, approval should be recorded in writing, electronically or through another auditable method.

Loop may request evidence of customer approval if a pricing or scope dispute arises.

Failure to obtain required approval for additional work may constitute a serious breach of this Agreement.

Loop may respond by:

• requesting information or records from you;
• issuing a warning;
• recording the incident against your marketplace account;
• restricting access to new opportunities;
• suspending your account;
• removing you from the marketplace; or
• taking other action reasonably necessary to protect customers and marketplace integrity.

Repeated or serious pricing disputes may affect your eligibility to receive future opportunities.

If Loop receives a complaint alleging that you:

• charged for work that was not approved;
• materially exceeded an agreed quote without appropriate disclosure or approval;
• charged for work not performed;
• misrepresented the scope or price of work; or
• otherwise breached your obligations to a customer,

Loop may investigate the complaint.

You agree to cooperate reasonably with that investigation and, where requested, provide relevant evidence such as:

• quotes;
• invoices;
• variation approvals;
• text messages;
• emails;
• photographs;
• job notes; or
• other records relevant to the disputed work.

Loop may record substantiated complaints and use that information for marketplace quality, risk and provider-performance purposes.

Where Loop reasonably considers that a provider has breached this Agreement, Loop may require corrective action as a condition of continued marketplace access.

Corrective action may include requiring the provider to:

• contact the customer;
• reconsider or correct an invoice;
• offer an appropriate remedy where required by law;
• provide evidence that the matter has been resolved; or
• otherwise address the conduct giving rise to the complaint.

Loop does not itself determine the customer's legal entitlement to a refund, compensation or other remedy and does not become responsible for money paid directly to you merely because Loop investigates the complaint.

Nothing in this section limits the customer's rights against you under the Australian Consumer Law or other applicable law.

Loop may maintain internal marketplace-quality information relating to matters such as:

• customer complaints;
• quote accuracy;
• approved versus disputed scope changes;
• no-shows;
• response times;
• cancellations;
• completion information; and
• other marketplace conduct.

Loop may use this information to:

• improve marketplace matching;
• identify repeated problems;
• determine provider eligibility;
• prioritise or limit opportunity access;
• investigate misconduct; and
• maintain customer trust.

Loop does not guarantee that all customer allegations will be treated as substantiated.

Providers should be given a reasonable opportunity to provide relevant information where Loop is considering material adverse marketplace action, except where immediate suspension is reasonably necessary for safety, fraud, regulatory or serious consumer-protection concerns.

You must:

• communicate professionally with customers;
• respond reasonably promptly after accepting an opportunity;
• attend agreed appointments or provide reasonable notice if unable to attend;
• perform only work you are legally entitled and appropriately qualified to perform;
• perform services with the standard required by applicable law and your licence;
• treat customers and their property respectfully;
• comply with applicable safety requirements;
• provide accurate information;
• maintain appropriate records; and
• avoid misleading, deceptive, aggressive or dishonest conduct.

Repeated:

• no-shows;
• unresponsiveness;
• substantiated complaints;
• unsafe practices;
• misleading pricing;
• licensing problems; or
• other serious marketplace concerns

may result in restriction, suspension or removal.

Customer information provided through Loop may only be used for legitimate purposes connected with the relevant opportunity and service.

You must not:

• sell customer data;
• disclose it unnecessarily;
• use it for unrelated marketing without appropriate consent;
• use it to harass customers; or
• retain it longer than reasonably necessary except where required for lawful business records.

You must take reasonable steps to protect customer information from unauthorised access or disclosure.

You are solely responsible for ensuring that:

• you hold the licence or registration required for the work you perform;
• any employee or subcontractor performing regulated work is appropriately authorised;
• your insurance is appropriate and current;
• your work complies with applicable building, plumbing, safety and consumer laws;
• required certificates and regulatory documentation are provided where applicable; and
• all work is performed within the scope permitted by your licence or registration.

Loop's checking of licence or insurance information does not reduce these obligations.

You are responsible for the quality, safety and legal compliance of the services you perform.

You remain responsible for:

• workmanship;
• property damage caused in connection with your work;
• personal injury arising from your conduct to the extent imposed by law;
• defects;
• warranties;
• regulatory breaches;
• employees and subcontractors you engage;
• customer invoices; and
• representations you make to customers.

Loop's role is limited to operating the marketplace and facilitating the introduction, except for obligations Loop independently assumes or cannot lawfully exclude.

Nothing in this Agreement excludes liability or legal rights that cannot lawfully be excluded.

Loop may suspend, restrict or terminate your access where Loop reasonably believes that:

• you breached this Agreement;
• required licensing or insurance has lapsed;
• you provided materially false information;
• serious safety concerns have arisen;
• fraud is suspected;
• you repeatedly fail to attend accepted jobs;
• you repeatedly fail to communicate with customers;
• substantiated customer complaints indicate a material marketplace risk;
• you charge customers for unapproved additional work;
• you misuse customer information; or
• your conduct materially undermines marketplace trust.

Loop may take immediate action where reasonably necessary to protect customers, other providers or the platform.

You may stop using Loop at any time.

Loop may suspend or terminate your access in accordance with this Agreement.

Termination does not remove:

• fees already incurred;
• obligations relating to work already accepted;
• customer obligations arising from work already performed;
• privacy/confidentiality obligations;
• outstanding disputes; or
• rights that accrued before termination.

Loop may update this Agreement from time to time.

Where a change is material, Loop will provide reasonable notice before the change takes effect.

Your continued use of the provider marketplace or acceptance of new opportunities after the updated Agreement takes effect constitutes acceptance of the updated terms, subject to applicable law.

Questions about this Agreement may be sent to:

Last updated: 28 August 2026