Terms of use

These terms apply when you use the GetHomeCrew website at gethomecrew.com.au (the "Platform"), operated by GetHomeCrew ("we", "us"). By creating an account or using the Platform you agree to them. Tradies also agree to the Tradie agreement, and our Privacy policy explains how we handle personal information.

1. What GetHomeCrew does

GetHomeCrew is an online marketplace that connects people who need work done at home ("Customers") with independent service providers ("Tradies"). We provide the Platform, verification checks, secure payments and dispute support. We don't perform the work, and we're not a party to the contract for the work, which is made directly between the Customer and the Tradie. Tradies are independent businesses, not our employees or agents.

2. Your account

• You must be at least 18, use your real name, and give accurate contact details. You must confirm your email address before using your account.
• One person or business per account. Fake, duplicate or impersonating accounts are not allowed and will be removed.
• Keep your password secure. You're responsible for activity on your account. Tell us straight away at support@gethomecrew.com.au if you think someone else has used it.
• To prevent spam, there are limits on how many jobs can be posted in a day and kept open at once.

3. How we check Tradies

Before a Tradie can quote, our team checks:

• their ABN is valid and active on the Australian Business Register;
• a current public liability insurance certificate of currency;
• for licensed trades (such as electrical, plumbing, gasfitting and air conditioning), a Victorian licence or registration checked against the public register, for each licensed trade they offer;
• their identity and bank details, verified by our payment provider Stripe before they can be paid.

If a Tradie changes their ABN, licence or insurance details, they're re-checked before the Tradie can quote again, and quoting stops automatically when insurance expires. These checks reduce risk, but they're not a guarantee of the quality of any particular job, so please read reviews and ask questions before you book.

4. Jobs and quotes

• Posting a job is free. Describe the work honestly and include anything that affects the price (access, size, materials).
• Up to 5 Tradies can quote. A quote is the Tradie's offer to do the described work for the quoted price, including GST where applicable.
• Your street address and phone number are only shared with the Tradie you book. Before booking, contact details in messages, quotes and job descriptions are automatically hidden.
• If the job turns out to be different from the description, the Tradie should tell you before starting. Any change to the price must be agreed by both of you in the job's messages.

5. Booking and payment: how your money is protected

1. Accept a quote. You pay the quote plus our service fee by card through Stripe. This forms the contract for the work between you and the Tradie.
2. We hold the payment. The money is held by GetHomeCrew. The Tradie can see that it's been paid, but they don't receive it yet.
3. The Tradie does the work and marks the job complete. We email you to let you know.
4. You approve, or raise a dispute. Approving releases the payment to the Tradie straight away. If you don't approve or raise a dispute within 48 hours of the job being marked complete, the payment is released automatically.

If two quotes are paid for at the same time, only the first books the job and the other payment is refunded in full automatically.

6. Fees

• Customers pay the accepted quote plus a service fee of 5% of the quote. The total is shown before you pay.
• Tradies pay a commission of 5% of the quote, deducted from their payout. Joining and quoting are free.
• All amounts are in Australian dollars and include GST where applicable.

7. Cancellations and refunds

• Before booking: Customers can cancel a job at any time, free. Tradies can withdraw a quote that hasn't been accepted.
• After booking, before the work starts: if either of you needs to cancel, message the other through the job page and raise a dispute so we can process it. If the Tradie cancels or doesn't turn up, you get a full refund, including our service fee. If the Customer cancels, you get a full refund unless the Tradie has already incurred reasonable costs (for example, materials bought for your job). In that case we'll look at the evidence and decide fairly.
• Refund timing: refunds go back to the original card, usually within 5–10 business days depending on your bank.

8. Disputes

Please talk to each other through the job's messages first. Most problems get sorted out that way. If you can't resolve it:

1. Raise a dispute from the job page, any time after booking and before the payment is released. For finished jobs, that means within 48 hours of the job being marked complete. Say what went wrong and what outcome you're asking for.
2. The payment is frozen. It can't be released or refunded while the dispute is open, and both parties are emailed.
3. We gather information. We contact both parties within 1 business day. Please send photos, messages and any other evidence within 3 business days. Messages sent through GetHomeCrew are part of the record.
4. We decide. We aim to resolve disputes within 10 business days of receiving both sides. We'll either release the payment to the Tradie or refund the Customer in full, based on whether the work matched what was quoted and agreed, and we'll explain the reason.

Our dispute decision is about the money held on the Platform. It doesn't take away anyone's legal rights. If you disagree with it, you can still go to Consumer Affairs Victoria, Domestic Building Dispute Resolution Victoria (for building work) or the Victorian Civil and Administrative Tribunal (VCAT).

9. Rules for using GetHomeCrew

• Don't arrange or take payment outside GetHomeCrew for a job found on the Platform. Off-platform payments aren't protected, and accounts that do this may be suspended.
• Don't post false, misleading, abusive or discriminatory content, or anything illegal.
• Reviews must be honest and about a real job booked through GetHomeCrew. Tradies must not offer anything in exchange for a review.
• Don't try to access other people's accounts or data, or interfere with the Platform.

We may remove content, pause payments that look fraudulent, or suspend or close accounts that break these terms or put other people at risk. If we suspend a Tradie, any payment we're holding for them stays on hold until we've reviewed it.

10. Australian Consumer Law

Our services come with guarantees that can't be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies any right or remedy you have under that law. Tradies separately give the consumer guarantees that apply to the work they do.

11. Liability

To the extent the law allows, we're not liable for the work performed by Tradies or for loss arising from the contract between a Customer and a Tradie. Where our liability for our own services can be limited, it's limited to supplying the services again or refunding the service fee you paid us for the job.

12. Changes and general

• We may update these terms. We'll post the new version here and, for significant changes, email account holders before they take effect. Bookings already paid for continue under the terms that applied when you paid.
• These terms are governed by the laws of Victoria, Australia.

13. Contact

Questions about these terms, or need help with a booking? Email support@gethomecrew.com.au.