Terms of Service

Loop Callout operates a technology-enabled marketplace that helps customers connect with independent trade and service providers.

Loop may assist with:

• receiving a service request;
• collecting information about the issue;
• using automated tools to help categorise or qualify the request;
• identifying potentially suitable providers;
• sharing relevant request details with providers;
• helping coordinate an introduction; and
• providing updates relating to the request.

Unless Loop expressly states otherwise, Loop does not perform the underlying trade, repair or other service itself.

The independent provider engaged by the customer is responsible for assessing and performing the underlying work.

Loop's role is to operate the marketplace and facilitate connections between customers and providers.

To use Loop, customers may be asked to provide information including:

• name;
• phone number;
• email address;
• service address;
• description of the problem;
• photographs or other supporting information;
• urgency; and
• preferred availability.

Customers must provide information that is accurate to the best of their knowledge.

Customers must also have the authority necessary to request work at the relevant property.

Submitting a request does not guarantee that:

• a provider will be available;
• a provider will accept the request;
• a provider will attend within a particular period;
• the issue can be repaired;
• the requested work can be completed; or
• a particular price will be available.

Loop may use artificial intelligence and other automated tools to help process service requests.

These tools may be used to:

• identify the likely type of trade required;
• categorise the reported issue;
• summarise information provided by the customer;
• identify missing information;
• suggest an urgency level;
• identify potentially relevant providers;
• assist with matching; and
• assist with marketplace administration.

AI-generated outputs are intended to assist operation of the Loop platform only.

They are not a substitute for professional trade, engineering, electrical, plumbing, building, safety, emergency or other specialist advice.

An AI-generated classification, summary, urgency assessment or provider match does not constitute a professional diagnosis or assessment of the underlying problem.

The provider remains responsible for independently assessing the issue and determining:

• whether they are appropriately qualified to perform the work;
• what work is required;
• whether the work can be performed safely;
• the appropriate scope of work; and
• any quote or price for the work.

Customers should not rely on Loop's automated systems where there is an immediate threat to life, health, safety or property.

Where there is an emergency, customers should contact the appropriate emergency service, utility provider or suitably qualified professional directly.

Loop may review, correct or override automated outputs where appropriate.

Providers available through Loop operate as independent tradespeople, sole traders or businesses.

Unless Loop expressly states otherwise:

• the provider supplies the underlying service;
• the provider is responsible for assessing the job;
• the provider determines the scope of work;
• the provider determines the final quote or price;
• the provider performs the work;
• the provider invoices the customer;
• the customer pays the provider directly; and
• the provider is responsible for workmanship, warranties, licensing, regulatory compliance and other legal obligations relating to the service supplied.

Loop is not the employer, employee, partner or joint venturer of the provider.

Unless expressly stated otherwise, Loop is not a party to the contract for the underlying trade service between the customer and provider.

A provider's appearance on the Loop platform does not mean that Loop guarantees the provider's workmanship or suitability for a particular job.

Providers participate in the Loop marketplace under a separate Tradesperson Service Agreement governing the relationship between Loop and the provider.

Loop may conduct certain checks relating to providers before or during their participation in the marketplace.

Depending on the provider and service category, these checks may include:

• identity information;
• trade licences;
• professional registrations;
• ABN or business details;
• insurance information; or
• other information considered relevant by Loop.

Where Loop displays a specific label such as:

• Licence Checked;
• Identity Checked;
• Insurance Checked; or
• another similar label,

the label means only that Loop has undertaken the particular check described by that label based on the information available to Loop at the relevant time.

Such labels do not mean that Loop:

• guarantees the provider's workmanship;
• guarantees the provider's competence for every particular job;
• continuously monitors the provider's status unless expressly stated;
• guarantees that a licence, registration or insurance policy will remain valid;
• certifies every service offered by the provider;
• guarantees that the provider will comply with all applicable laws; or
• accepts responsibility for work performed by that provider.

Providers remain responsible for maintaining all licences, registrations, qualifications and insurance required by law.

Loop may remove or change a provider's marketplace status or verification label if relevant information changes or concerns arise.

Use of the term “Verified”

Loop may only use broader labels such as “Verified” or “Verified Tradie” where the meaning of that label is clearly defined by Loop and the checks supporting that representation have actually been completed.

Legal review requested: Loop intends to obtain legal advice before launch on whether broader “Verified” terminology is appropriate or whether the platform should instead use specific factual labels such as “Licence Checked”, “Identity Checked” and “Insurance Checked”.

Any quote, estimate, scope of work or service agreement for the underlying job is between the customer and the provider.

Unless Loop expressly states otherwise, Loop does not:

• set the provider's final service price;
• determine the final scope of work;
• approve the provider's quote;
• guarantee that an estimate will equal the final invoice;
• guarantee that a provider's price is reasonable;
• guarantee that quoted work will resolve the customer's problem; or
• become a party to the service contract between customer and provider.

Customers should review and agree directly with the provider on matters including:

• scope of work;
• price;
• call-out fees;
• materials;
• timing;
• variations;
• warranties; and
• any other relevant service conditions

before the work begins where reasonably practicable.

Loop does not currently process customer payments for the underlying trade service.

Customers pay the provider directly.

Loop does not currently:

• collect the provider's invoice amount from the customer;
• hold customer service payments on behalf of a provider;
• operate an escrow service for customer payments; or
• distribute customer service payments to providers.

The provider is responsible for:

• issuing invoices;
• receiving customer payment;
• issuing receipts;
• determining GST treatment applicable to its supply;
• managing refunds relating to the underlying work; and
• resolving payment disputes relating to the service supplied.

Any marketplace or opportunity fee paid by a provider to Loop is a separate commercial arrangement between Loop and the provider and is governed by the provider's Tradesperson Service Agreement.

It is separate from the price paid by a customer for trade services.

Customers should not send payment for the underlying trade service to Loop unless Loop expressly introduces a payment product in the future and clearly discloses the relevant terms before the customer agrees to use it.

Before a provider is engaged

A customer may cancel a Loop service request before a provider has been engaged.

Customers should cancel requests as soon as they know the service is no longer required.

After a provider is engaged

Where a provider has already accepted the request or arranged an appointment, the customer should notify both the provider and Loop as soon as reasonably possible.

Once a customer and provider have entered into a service arrangement, the provider's own lawful cancellation terms may also apply.

Customers may be responsible for a provider's cancellation, call-out, attendance or other fee where that fee:

• was clearly disclosed;
• was agreed between the customer and provider; and
• is permitted by applicable law.

Provider cancellations

A provider may occasionally need to cancel or reschedule because of availability, emergencies, safety concerns, access issues or other circumstances.

Loop may attempt to identify another provider but does not guarantee that a replacement will be available or that the original timeframe can be maintained.

Loop cancellation fees

Loop does not currently charge customers a separate cancellation fee for cancelling a marketplace request.

If Loop introduces a customer cancellation fee in the future, that fee will be clearly disclosed before it applies.

Provider-side consequences arising from acceptance or cancellation of an opportunity are governed separately by the Tradesperson Service Agreement.

Because customers pay providers directly for the underlying service, Loop ordinarily does not hold customer funds for trade work.

Accordingly, requests for refunds relating to:

• workmanship;
• service quality;
• incomplete work;
• defects;
• pricing disputes;
• service warranties;
• failure to perform agreed work; or
• other issues concerning the underlying trade service

should generally be directed to the provider who received the payment.

Loop cannot ordinarily issue a refund of money that was paid directly to a provider and was never held by Loop.

If a customer believes a provider has acted improperly, the customer may contact Loop.

Loop may, where appropriate:

• assist communication between the customer and provider;
• request information about the dispute;
• review the provider's marketplace status;
• investigate possible breaches of Loop's marketplace rules;
• suspend or restrict a provider;
• remove a provider from the platform; or
• take other reasonable marketplace action.

Loop's involvement in a complaint does not make Loop the supplier of the underlying trade service.

Loop does not guarantee that it can resolve every dispute between a customer and provider.

Provider refunds or credits relating to fees that providers pay to Loop are governed separately by the Tradesperson Service Agreement and do not form part of this customer refund policy.

Nothing in this section limits any rights or remedies available under the Australian Consumer Law or other applicable law.

Providers participating in Loop are required under their separate Tradesperson Service Agreement to obtain a customer's approval before carrying out and charging for material additional work beyond the scope previously agreed, except where applicable law permits otherwise.

If you believe a provider has charged you for additional work that you did not approve, you may report the matter to Loop.

Loop may:

• request quotes, invoices, communications or other evidence from the provider;
• investigate whether the provider has breached Loop's marketplace rules;
• record substantiated complaints for marketplace quality and provider-performance purposes;
• require the provider to address the complaint as a condition of continued participation;
• restrict, suspend or remove the provider from Loop; or
• take other reasonable marketplace action.

Because payment for the underlying trade service is made directly to the provider, Loop cannot ordinarily reverse or refund a payment that it did not receive.

However, Loop's inability to issue that refund does not affect any right you may have to seek a refund, price reduction, compensation or another remedy directly from the provider under the Australian Consumer Law, your agreement with the provider or other applicable law.

Loop's investigation or marketplace action does not make Loop the supplier of the underlying trade service and does not constitute a determination of the parties' legal rights.

Loop is a marketplace platform and is not an emergency-response service.

Customers should not rely on Loop where there is an immediate threat to life, health, safety or property.

This may include situations involving:

• fire;
• electrocution or exposed live electrical systems;
• suspected gas leaks or gas exposure;
• serious flooding;
• structural collapse or instability;
• criminal activity;
• serious personal injury; or
• any other immediate danger.

In an emergency, customers should contact the appropriate emergency service, utility provider or qualified professional.

Labels such as urgent, emergency, priority or similar within the Loop platform describe marketplace priority only.

They do not constitute a promise or guarantee that a provider:

• will be available;
• will accept the request;
• will arrive within a particular period; or
• will be able to resolve the emergency.

Customers must:

• provide information that is accurate to the best of their knowledge;
• have appropriate authority to request work at the property;
• provide safe and lawful access where required;
• disclose known hazards relevant to the work;
• communicate honestly with providers;
• comply with reasonable access and safety requirements;
• pay providers amounts properly agreed for services performed;
• not misuse provider contact information;
• not submit fraudulent, unlawful or deliberately misleading requests;
• not use Loop to facilitate unlawful activity; and
• comply with applicable laws.

Where approval from an owner, landlord, property manager, owners corporation, strata body or another party is required, the customer is responsible for obtaining that approval unless Loop expressly provides a separate authorisation process.

Loop, the customer and the provider have different responsibilities within the marketplace.

Loop

Loop is responsible for:

• operating the Loop platform;
• providing the marketplace functionality described in these Terms;
• handling its own conduct;
• complying with legal obligations that apply directly to Loop; and
• taking reasonable steps in relation to marketplace functions Loop represents that it performs.

Providers

Providers are responsible for the trade or other services they supply, including:

• assessing the job;
• determining whether they are appropriately qualified;
• quoting;
• workmanship;
• safety;
• compliance with trade and regulatory requirements;
• employees or subcontractors they engage;
• damage caused in connection with their work;
• warranties;
• invoicing; and
• the contractual commitments they make to customers.

Customers

Customers are responsible for:

• the accuracy of information they provide;
• having authority to request the work;
• disclosing relevant known hazards;
• providing agreed access;
• complying with lawful agreements made with providers; and
• paying amounts properly agreed with providers.

Limits on Loop's responsibility

To the extent permitted by law, Loop is not responsible for loss arising solely from:

• defective workmanship by a provider;
• damage caused by a provider while performing work;
• delays attributable to a provider;
• a provider's pricing;
• incomplete work by a provider;
• defects in underlying trade work;
• warranty claims relating to a provider's service;
• a provider's regulatory breach;
• disputes relating to a provider's invoice;
• a provider's failure to attend;
• representations independently made by a provider; or
• inaccurate or incomplete information provided by a customer.

Loop may assist with marketplace disputes but does not become responsible for the underlying service merely because it facilitated an introduction.

Nothing in these Terms excludes, restricts or modifies any right, consumer guarantee, remedy or liability that cannot lawfully be excluded, restricted or modified.

While Loop is designed to help customers find suitable providers, Loop does not guarantee:

• that a provider will be available;
• that a request will be accepted;
• that a provider will attend within a particular timeframe;
• that a specific provider will accept a request;
• that the issue can be repaired;
• that the work will be completed;
• that the final price will match an initial estimate;
• that a particular outcome will be achieved;
• that a provider will meet every customer's expectations; or
• that the platform will operate without interruption.

Loop may modify, suspend or temporarily disable parts of the platform where reasonably necessary for maintenance, security, legal compliance or platform operation.

Customers must not:

• create fraudulent or fake service requests;
• impersonate another person;
• use Loop unlawfully;
• attempt to bypass platform security;
• interfere with operation of the platform;
• introduce malicious software;
• scrape or systematically extract platform data without permission;
• misuse provider or customer information;
• attempt to access another person's account without permission; or
• use the platform in a way reasonably likely to harm Loop, its users or third parties.

Loop may suspend, restrict or terminate access where it reasonably believes misuse, fraud, safety concerns or serious breaches of these Terms have occurred.

Loop handles personal information in accordance with its Privacy Policy.

The Privacy Policy should be read together with these Terms.

Depending on how a customer uses Loop, information collected may include:

• name;
• phone number;
• email address;
• service address;
• service-request descriptions;
• photographs;
• availability;
• communications;
• marketplace activity;
• technical information; and
• information processed through AI-assisted qualification tools.

Customers acknowledge that information reasonably necessary to facilitate a requested service may be shared with potentially relevant providers.

This may include information such as:

• the nature of the request;
• suburb or location;
• urgency;
• availability;
• photographs; and
• customer contact details once appropriate.

Loop's Privacy Policy will provide further information about how personal information is collected, used, stored, disclosed and protected.

Nothing in these Terms is intended to exclude, restrict or modify any guarantee, condition, warranty, right, remedy or liability that cannot legally be excluded, restricted or modified, including rights under the Australian Consumer Law.

Where liability may legally be limited, any limitation applies only to the maximum extent permitted by law.

Nothing in these Terms should be interpreted as requiring a customer to waive a right that cannot lawfully be waived.

Providers participating in Loop's marketplace are subject to a separate Tradesperson Service Agreement.

That agreement governs the commercial and operational relationship between Loop and providers and may address matters including:

• provider eligibility;
• onboarding;
• licences and registrations;
• insurance;
• provider checks and verification;
• service areas;
• marketplace opportunities;
• opportunity acceptance;
• exclusive opportunities;
• fees payable to Loop;
• provider fee refunds or credits;
• cancellation of opportunities;
• customer information;
• marketplace conduct;
• suspension or removal;
• attempts to avoid or circumvent applicable Loop fees;
• independent business status;
• taxes and GST;
• disputes;
• liability; and
• indemnities.

Nothing in these customer-facing Terms is intended to replace the Tradesperson Service Agreement.

Where a person uses Loop both as a customer and as a provider, the relevant terms apply to them in each respective capacity.

Loop may update these Terms from time to time.

Where changes are material, Loop may provide reasonable notice through:

• the Platform;
• email;
• a notice on the Loop website; or
• another appropriate method.

The version published on the Platform will identify the date on which it was last updated.

Changes will not remove rights that cannot lawfully be removed.

Questions about these Terms may be sent to: