Terms of Service

A few words are used throughout these Terms with a specific meaning.

• Account owner means the person shown as the owner of a workspace. That person controls the workspace, its team and its data, and can transfer ownership to someone else from within the Service.
• Bookables, we, us and our mean Bookables Pty Ltd.
• Confidential Information means information one of us gives the other, in any form, that is either marked confidential or would reasonably be understood to be confidential, including the non-public parts of the Service and its pricing. It does not include information that is or becomes public other than through a breach of these Terms.
• Content means anything uploaded to or created in the Service, including text, photographs, files, logos, notes, messages, reviews, recordings and transcripts.
• Customer means a person who books a service, and customer record means the record a provider holds of that person in their workspace.
• Customer Data means the data you and your team enter into or generate in the Service, including customer records, bookings, estimates, invoices, payments and messages.
• Fees means the subscription charges, usage charges and any other amounts payable for the Service, as described on our pricing page or in your account.
• Provider means a business that takes bookings through Bookables.
• Service means the Bookables platform and everything we make available through it, including our websites, applications, APIs, messaging and calling features, and any AI features, as they change over time.
• Team member means anyone the account owner invites into a workspace, at whatever level of access the owner gives them.
• Workspace means the account a business uses to run itself on Bookables, together with everything in it.
• You and your mean the person or business that holds an account, and, where the context allows, a team member using the Service under that account.

Bookables is operated by Bookables Pty Ltd, a company incorporated in Australia (ABN 66 157 655 346), with its registered office at 50 Bridge St, Sydney NSW 2000, Australia. References to “you” or “your” mean the individual or business that opens an account and uses the Service.

By accessing or using the Service you confirm that you accept these Terms and that you agree to comply with them. If you are using the Service on behalf of a business, you confirm that you have authority to bind that business to these Terms, and references to “you” include that business.

You must be at least 18 years old and able to enter into a legally binding contract to use the Service. If you do not agree to these Terms, you must not use the Service.

If you hold a personal Bookables account for booking services rather than a workspace for running a business, the sections that apply to you are the general ones plus booking services. The sections on billing, taking payment, your records, publicity and running your business apply to providers. Holding both kinds of account is fine.

These Terms, our Privacy Policy, our Cookie Policy and our pricing page together make up the agreement between us. If they conflict, these Terms come first, except on questions of how we handle personal information, where the Privacy Policy comes first.

We keep a record of the version of these Terms you agreed to and when you agreed to it.

To use most features you must create an account and a workspace for your business. You are responsible for the information you provide and for keeping it accurate and up to date, including the contact details and billing details we use to reach you.

Who owns a workspace

Each workspace has one account owner, shown as the owner within the Service. The account owner holds the workspace and its Customer Data, decides who is invited, and decides what each team member can see and do. Ownership can be transferred to another person through the process in the Service, and the new owner is then bound by these Terms in respect of that workspace.

Your team

• The account owner determines who is a team member and what level of access each one has, and can change or revoke that access at any time, for any reason.
• You are responsible for everything your team members do in the Service and for making sure they comply with these Terms.
• If there is a dispute between an account owner and a team member about access to a workspace or its data, the account owner decides, and we will act on the account owner’s instructions. We may refer any request for workspace data to the account owner to answer.
• A team member using the Service agrees to these Terms in their own right. Removing a team member does not give them any right to a copy of the workspace’s data.

Keeping your account secure

• You are responsible for safeguarding your login credentials and for all activity that takes place under your account.
• You must notify us promptly via our contact page if you suspect any unauthorised use of your account.
• We may reset a password or require additional verification where we reasonably believe it is necessary to protect an account or the Service, and you must take the steps we reasonably ask you to take.
• Give each person their own login. Credentials must not be shared, including with someone covering a shift. Keep the email address and mobile number on the account current and verified, turn on two-factor authentication where we offer it, and remove a person’s access the day they leave.
• You must not share your account with anyone outside your business or create an account using false information.

If your business changes hands

If your business is sold, or the people running it change, tell the incoming owner or manager that these Terms exist and apply to the workspace, and give us their contact details. Ownership of the workspace itself moves through the transfer process in the Service, not by handing over a password.

Bookables is a booking platform for service businesses of every kind, including appointments, classes and courses, hire and rental, and work carried out at a customer’s address. It helps you take online bookings, manage customers, schedule and dispatch work, send estimates and invoices, take payment, and run the day-to-day operations of your business. We may add, change or remove features from time to time as the Service evolves.

A new feature may arrive switched on. Where it is something you can configure, you can turn it off or change it in your settings, unless it has to stay on for security, payment integrity or legal reasons. If you leave a default alone and keep using the Service, you are taking the feature on those settings. Changes to what you pay are a different matter and follow plans, billing and payments.

Bookables is a network rather than a private customer database. The people you book have their own Bookables accounts, and adding a customer sets you as one of their preferred providers. How that works, and what it does and does not allow us to do, is set out in your customer records and in the network, listings and marketplace below.

The Service is provided as software-as-a-service. We grant you a non-exclusive, non-transferable, revocable licence to access and use the Service for your internal business purposes in accordance with these Terms and any plan limits that apply to your account. It is your responsibility to decide whether the Service meets the needs of your business.

Take the Service as it is today. Your agreement with us is not conditional on us building anything in future, and you should not sign up, or stay, in reliance on a feature we have discussed, previewed or put on a roadmap but not yet released. We may change our plans.

We sometimes release features marked as beta, preview, early access or similar, and sometimes offer them to a limited group before a general release. Those features are provided as is and for evaluation. They may change substantially, behave unpredictably, or be withdrawn without notice, and we do not guarantee that data created in a beta feature will be carried over if the feature changes or is withdrawn.

To the extent permitted by law, the disclaimers and limits in these Terms apply to beta features with full force, and we are not liable for any loss arising from your use of them. Unless we say otherwise when we offer it, a beta feature is metered and billed as ordinary use of the Service, so anything it does still counts towards your plan limits and usage charges. Use your judgement about how much of your business to run on a feature that is still marked beta.

You agree not to, and not to permit anyone else to:

• use the Service for any unlawful, fraudulent or harmful purpose, or in breach of any applicable law or regulation;
• upload, store or transmit any content that is unlawful, defamatory, infringing, obscene, or that you do not have the right to process;
• send unsolicited marketing or commercial electronic messages in breach of the Spam Act 2003 (Cth), the Do Not Call Register Act 2006 (Cth) or other applicable communications and privacy law;
• harass, abuse, threaten or defraud any person through the Service, including a customer, another provider, or our staff;
• attempt to gain unauthorised access to the Service, other accounts, or our systems and networks;
• probe, scan, reverse engineer, decompile, or interfere with the integrity or performance of the Service, except to the extent this restriction is prohibited by law;
• introduce malware or any code intended to disrupt, damage or limit the Service;
• place an unreasonable load on the Service, or use it in a way that degrades it for anyone else;
• resell, sublicense or otherwise make the Service available to any third party except as expressly permitted; or
• use the Service to build a competing product, or scrape, harvest or extract data in bulk, including details of other providers or their customers.

Use of the Service may be subject to limits, such as the number of bookings, messages, calls, storage or API requests included in your plan. Those limits are described on our pricing page or in your account, and we may apply reasonable technical limits to protect the Service.

When you deal with our staff, on any channel, keep it civil. Abusive, threatening, discriminatory or harassing behaviour, or repeated vexatious contact, is a breach of these Terms. Our response will be proportionate: ending a call or chat, a warning, limiting you to particular channels or named contacts, and for serious or repeated behaviour, suspension or termination. None of that stops you making a complaint, exercising your privacy rights, or pursuing a legal remedy in writing.

We may investigate any suspected breach of this section and may remove content, apply limits, or suspend access where we reasonably believe a breach has occurred. Where the issue can be put right and it is safe and lawful to do so, we will tell you first and give you a chance to fix it.

Where we make an API, webhooks or other programmatic access available, you may use them to work with your own data in the Service, subject to these Terms, any documentation we publish, and any rate limits or quotas we set. We may change, limit or withdraw an API, and we will give reasonable notice of a change that breaks existing use where we can.

You must not use an API, an automated tool, or any credential to access data belonging to another provider or another person, to circumvent plan limits or fees, or to build a copy of the Service or of the data in it. Access through an API counts as use of the Service and is subject to the same acceptable use rules and the same limits.

If you connect a third-party application to your workspace, see third-party services for what that means for your data.

Free and paid plans

We offer a free plan with monthly usage limits and one or more paid plans that remove those limits and unlock additional features. The features and limits of each plan are described on our pricing page, which forms part of these Terms.

Fees and usage charges

Paid plans may be charged on a subscription basis, on a usage basis (for example a per-booking charge), or a combination of both. Where usage charges apply, they accrue based on your actual use of the Service in the relevant billing period. You are liable for all usage and charges incurred on your account, including by your team members, whether or not you authorised each individual action.

Unless stated otherwise, fees are exclusive of GST and any other applicable taxes, which will be added where they apply and which you are responsible for paying. Where you are required to withhold any amount from a payment to us, you must gross up the payment so that we receive the amount we would have received without the withholding.

Where a telecommunications provider, regulator or other authority charges us a fee, fine or penalty because of your use of the Service, for example in connection with messages or calls you send, we may pass that amount on to you and you must pay it.

Discounts and special pricing

We may offer you a discount, credit, promotional rate or trial. Unless we say otherwise, these apply for a stated period, cannot be exchanged for cash, and may be withdrawn if the conditions they were given under stop being met. When a discounted or trial period ends, the standard price for your plan applies.

Invoices and payment processing

We invoice you in accordance with your plan and your usage, and send invoices to the email address on your account or to the billing contact you nominate. You must pay each invoice by its due date. Payments for the Service are processed by a third-party payment processor. By providing payment details you authorise us and that processor to charge the applicable fees to your chosen payment method. You are responsible for keeping your payment details current, and your use of the processor is subject to its own terms.

Renewals, changes and refunds

• Subscriptions renew automatically for successive billing periods until cancelled.
• You may upgrade, downgrade or cancel your plan at any time from your account settings. Changes take effect as described at the point of change; downgrades and cancellations generally take effect at the end of the current billing period.
• We may add, change, remove or re-price our plans, features and fees. Where a change increases the price of your current paid plan or materially reduces what it includes, we will give you at least 30 days’ notice, the change takes effect from your next billing period, and you may cancel before it takes effect without any further charge. Your continued use after that means you accept the new plan or pricing.
• Except where required by law, and except for the refunds promised in suspension and termination and changes to these terms, fees already paid and usage charges already incurred are non-refundable, and cancelling does not entitle you to a refund for the remainder of a paid period.
• Amounts you pay in advance, including prepaid booking credits and wallet top-ups, are non-refundable and non-transferable except where the law requires otherwise.
• If a payment fails, we may retry the charge and may suspend or downgrade paid features until payment is received. We will tell you before we suspend, and suspension for non-payment does not delete your data. What happens to your data afterwards is set out in your data, backups and export.
• You must pay amounts due without set-off or deduction. If part of an invoice is genuinely disputed, tell us before the due date and pay the part you are not disputing. We will work the rest through with you under complaints and disputes rather than suspend over the disputed amount.
• Do not manipulate the Service to avoid fees. Cancelling and re-entering a booking that went ahead, recording a booking at a price it was not sold at, or splitting or misrecording bookings to get under a plan limit are all breaches of these Terms. This is about how you use Bookables, not about where you do business. You are free to take bookings anywhere you like, on any terms you like, and nothing here requires you to match the prices you offer elsewhere.
• On amounts that are overdue and not genuinely disputed, we may charge interest at the rate prescribed under section 100 of the Civil Procedure Act 2005 (NSW), or the highest rate the law allows if that is lower, from the due date until the amount is paid. You must also pay the reasonable costs we actually incur in recovering an overdue amount.

This section applies where you use Bookables to charge your own customers, for example taking a deposit, a bond, a payment on a booking, or settling an invoice.

We are not the merchant

Payments from your customers are processed by our payment processor into a connected account in your name, held with that processor. You are the merchant of record for those payments. The sale is between you and your customer, the funds are yours, and we never hold them. We are not a bank, an authorised deposit-taking institution, a payment facilitator or an escrow agent, and we do not provide financial product advice.

To take payment you must open and maintain a connected account with the processor, accept its agreement, and satisfy its identity and verification requirements. The processor decides whether to accept you, may hold, delay or reverse funds, and may close your connected account under its own terms. Payout timing is set by the processor and your bank, not by us. If the processor restricts or closes your connected account, you may not be able to take payment through Bookables, and that is not a failure of the Service by us.

Refunds, chargebacks and disputes

• You are responsible for refunds, credits, chargebacks, reversals and the fees the processor charges on them, and for any amount a customer successfully claims back.
• You are responsible for handling disputes with your customers, including responding to a chargeback with evidence. We may pass on information we hold to help, but we do not decide the outcome and we are not liable for it.
• Where a negative balance, chargeback or fee is owed and cannot be recovered from your connected account, you must pay us any amount we are required to cover on your behalf.

Deposits, bonds and cancellation fees

You set your own prices, deposits, bonds, cancellation terms and refund policy, and you must show them to your customer before they book. Where you take a bond or a security deposit, for example on hire, you are responsible for holding, applying and returning it in accordance with the terms you gave the customer and with the law that applies to you. We provide the tooling. We are not a party to the arrangement and we do not decide whether a bond may be kept.

Tax, invoices and records

You are responsible for charging the right tax, for the accuracy and compliance of the invoices, tax invoices and receipts you issue through the Service, for the numbering and sequence of those documents, and for keeping the records the law requires you to keep. The Service helps you produce documents. It is not accounting, tax or legal advice, and it does not make you compliant.

This section applies to providers. When a customer books you, the contract for that service is between you and them. You are responsible for the work.

• You warrant that you hold, and will keep current, every licence, registration, accreditation, permit and insurance the law requires for the services you offer, and that you and anyone working for you are qualified to carry out that work.
• Where you offer services involving children, vulnerable people, or work in a person’s home, you are responsible for the checks, clearances and supervision the law requires, including working with children checks where they apply.
• You are responsible for meeting your obligations to your customers, including the consumer guarantees under the Australian Consumer Law, and for the accuracy of the prices, availability, service descriptions, qualifications and claims you publish through the Service. Do not publish anything misleading.
• You know your own industry and we do not. You are responsible for identifying and meeting the rules that apply to your trade, including any heightened obligations around record keeping, confidentiality, consent, safety or the handling of sensitive information. Checking, advising on or ensuring your compliance is not something we do, and the Service being able to do a thing does not mean it is lawful for you to do it.
• You are responsible for the conduct of your staff, contractors and anyone you dispatch to a booking.
• You handle complaints from your own customers. Acknowledge one within two business days, work to resolve it within a reasonable time, and keep us informed where we passed it to you or where it involves the Service. You decide who you take on as a customer and may decline or stop serving someone, provided you do so within the law.
• Some things must not be offered through the Service without our prior agreement, including prescription-only medicines, injectables and other treatments or activities that are regulated or restricted where you operate. We may publish a list of business types and services we do not accept, and update it, and you must not use the Service for anything on it.
• You must honour bookings you accept, or cancel and communicate with the customer promptly and in line with the terms you gave them.
• You must not use the Service to discriminate against a customer on a ground protected by law.

We do not employ providers, supervise their work, verify their licences or insurance unless we say we have, or guarantee the quality of anything a provider does. Nothing in these Terms makes us a party to the contract between a provider and their customer.

You retain all rights in the data you and your team enter into the Service, including details of your customers, bookings, estimates and messages (“Customer Data”). You grant us a licence to host, process and transmit Customer Data as needed to provide and improve the Service, to support you, and as otherwise set out in our Privacy Policy.

People who do not use Bookables

Where a person you add does not hold a Bookables account, we hold their details for you and use them only to provide the Service to you and on your instructions. We do not market to them.

People who do

Where a person you add holds a Bookables account, or later creates one, they become a Bookables customer in their own right. Accounts are matched to your records automatically, using an email address or a mobile number that the account holder has verified. From that point that person has a direct relationship with us under booking services below, can see their bookings in their own account, and we handle their information for our own purposes as well as yours.

To be plain about what that second part covers, since it is your customer we are talking about: we send them messages about their bookings, and we may market Bookables itself to them and describe the kinds of services available on it. What these Terms do not allow us to do is promote a named business to them in a way that trades on your relationship with them. That is a limit on what we may do, not a guarantee about how any future part of the Service will behave.

When a record links to an account

Because a verified email address or mobile number is what joins your record to a person’s account, what you type into a record matters. You must:

• only enter an email address or mobile number you reasonably believe belongs to that person, and never enter one in an attempt to make a record attach to a particular account;
• detach a record promptly if you become aware it has linked to the wrong person, tell us, and help us look into it;
• have a lawful basis for the details you hold, and make sure your own privacy notice covers the fact that a record may link to that person’s Bookables account; and
• treat a link as what it is. It connects a record to a person so they can see and manage their own booking. It is not permission to charge a card they have saved with us. Card details are held in tokenised form, taking a payment may require the customer to authorise it, and you must not ask a customer for an authorisation code except to approve a specific charge they have already agreed to.

We may detach or correct a link at any time.

We make you their preferred provider

When a customer you have added asks us for work you do, we route them to you and tell them they have used you before. Putting a business that competes with you in front of your customer of our own accord is not something we do. The Service is built to route to you, and we make every effort to keep it that way.

That describes how we design and run the Service. It is not a warranty, a guarantee or a contractual commitment, and it does not give you any exclusive right over a customer. If the system does not behave that way, we treat it as an internal incident on our side rather than a decision about your business.

Where a customer asks us for someone else, asks to compare options, asks for an alternative, or goes looking for a business themselves, we follow the customer’s instruction. A customer may also hold other providers for other kinds of work, because those businesses added them too, and where a customer needs a service that none of their providers offer we may help them find one. This describes how we route requests. It is not an exclusive right over any person. Nothing in these Terms gives you exclusivity over a customer, an area or a category, and the network, listings and marketplace explains where else your business may appear.

Your responsibilities

You warrant that you are entitled to give us the details of each person you add, that you have told them their information will be held in Bookables, and that you have any consent required by law for the communications you send them through the Service. You are responsible for handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and for the accuracy, quality and legality of Customer Data.

Bookables is a network of businesses and the people who book them. As it grows we expect to publish business listings and to run consumer-facing ways of finding a provider. This section sets out what that means for you, and it should be read with your customer records above.

No exclusivity

We may work with any business, including businesses that compete with you, in your trade, in your area, and at any time. Nothing in these Terms gives you a territory, a category, a right of first refusal, or any promise about how many bookings, leads or how much revenue you will receive through Bookables.

Listings

We may publish a profile of your business, including your name, trade, service areas, services, prices, availability, response times, ratings and reviews, on our website, in the Service, in a directory, or in a consumer application. We may also create a listing for a business from publicly available information before it holds an account, so that people can find it, and that business can claim the listing or ask us to take it down. If you do not want a public listing, use the settings we provide or tell us, and we will remove it within a reasonable time.

Marketplace

We may operate consumer-facing surfaces, including search, a directory, and a consumer application, where a person looks for a business themselves. On those surfaces a person will see more than one business, and that may include businesses that compete with you. That is the person searching and choosing for themselves, and it is a different thing from the routing described above.

How results are ordered, filtered, featured or excluded is our decision, and appearing in a result is not an endorsement or a recommendation by us of any business. We may exclude a business from consumer surfaces, for example where it is not accepting bookings, is in breach of these Terms, or is the subject of unresolved complaints.

Fees for introductions

Today we charge you for using the Service. We do not charge you for your own customers. In future we may introduce charges for introductions we make, such as a fee for a lead, for placement, or a commission on a booking that we source. Any such charge will be described on our pricing page, will apply only after we have given you at least 30 days’ notice, and you may cancel before it takes effect.

The Service can send email and SMS on your behalf, to your customers and to people you add. When it does, you are the sender. You are responsible for every message sent from your account, including messages sent by your team members, and for what those messages say.

Consent and the Spam Act

We have a strict anti-spam position. You must only send commercial electronic messages where you have the consent the Spam Act 2003 (Cth) requires, you must identify your business accurately, and every marketing message must offer a working unsubscribe. Transactional messages about a booking, such as a confirmation or a reminder, are different from marketing, and you must not use one as a vehicle for the other. Where you make outbound calls, you are responsible for the Do Not Call Register Act 2006 (Cth) and the telemarketing standards that apply to you.

Sender identity

Where you configure or select a sender name, sender ID, phone number or email domain, it must accurately reflect your business, you must be authorised to use it, and it must be registered where the law or a carrier requires registration. You must not impersonate anyone or misrepresent where a message comes from. You must give us accurate business information for any registration or verification we have to carry out, and keep it current.

Delivery is not guaranteed

Messages are carried by third-party providers and carriers. They may block, filter, delay, reject or strip messages, or refuse a sender ID, at their discretion and without telling us why. We do not guarantee that any message will be delivered, delivered on time, or displayed as you intended, and we are not responsible for a carrier’s decision.

Suspension

We may limit, suspend or disable your ability to send messages, immediately and without notice where necessary, if we reasonably believe you are in breach of this section, if your sending creates a regulatory, carrier or reputational risk, or if a provider or authority directs us to. We may also change or remove a sender identity where compliance or operations require it. Where we can, we will tell you what happened and what you need to fix.

We may record and transcribe calls between you and us, and calls handled for you by Bookables features such as automated answering, for training, quality, security and dispute resolution. Everyone on a call is told at the start of it that the call is being recorded.

Recordings of calls between you and us also fall within publicity and brand, and we may use what you say in our marketing.

Calls between you and your own customers that are handled by the Service are recorded to provide the Service to you. We do not use those recordings in our own marketing.

Where you record, or have us record, a call or any other communication, you are responsible for complying with the surveillance devices, listening devices and privacy laws that apply in each state or territory involved, and for giving every notice and obtaining every consent those laws require. You must not disable or talk over a recording notice.

Calling limits

Where we provide calling features, they are not a replacement for a telephone service and must not be relied on for emergencies. You must not use them to call emergency numbers such as 000, and they may not support calls to international, premium, surcharged or special numbers such as 1300 and 1900 numbers. Neither we nor our carriers are responsible for any loss arising from an inability to reach emergency services through the Service.

Parts of the Service use artificial intelligence, including a booking assistant that can hold a conversation with a customer and create or change a booking, features that draft messages, quotes, descriptions and summaries, and features that suggest times, prices or routes.

• AI output can be wrong, incomplete or misleading, even when it reads confidently. It is a starting point, not a decision.
• You are responsible for what an AI feature does under your account, including a booking it takes, a price it quotes and a message it sends, in the same way you are responsible for a member of your team. If you switch a feature on and let it act without review, you accept that.
• Review anything an AI feature produces before you rely on it, publish it, or send it to a customer, particularly prices, dates, availability and anything with legal or safety consequences.
• Where an AI feature deals with your customers directly, such as answering a call or holding a conversation, you are responsible for telling them they are dealing with an automated system wherever the law or a code of practice requires it. That is a separate requirement from the consent needed to record a call, and it is yours to meet, not ours. Do not configure a feature to deny being automated or to present itself as a named person who is not involved.
• Do not use AI features to produce anything unlawful, misleading or deceptive, and do not present AI-generated material as the professional advice of a person who did not review it.
• AI features rely on third-party model providers, so your prompts and the relevant data are sent to them to produce a response. Our Privacy Policy explains how we handle that, and we will tell you which providers we currently use if you ask.
• We do not permit our model providers to train their general models on your Customer Data. We may use aggregated and de-identified information about how features are used to improve the Service.
• We may offer optional AI features that run on providers whose terms differ from that, for example by retaining data for a period, allowing human review for safety, or processing outside Australia. Those features are off unless you turn them on, we will say what is different before you do, and the paragraph above continues to apply to everything else.
• We do not warrant that AI output is accurate, and to the extent permitted by law we are not liable for a decision made in reliance on it. AI output is not legal, tax, financial, medical or other professional advice.

You are responsible for the Content you put into the Service. You warrant that you own it or are licensed to use it, that it does not infringe anyone’s rights, and that you have any consent needed from people appearing in it or from the owners of property shown in it. You grant us the licence we need to host, store, reproduce and transmit it in order to run the Service.

Where a photograph, video or recording shows or could identify a person, get their consent before you upload it. If they are under 18, get it from a parent or guardian. Keep a record of that consent for as long as the material is on Bookables and show it to us if we ask. If consent is withdrawn, take the material down promptly and tell us so we can remove it anywhere else it appears.

Where the Service allows ratings or reviews, a review must be honest and based on genuine experience. Do not write, buy, incentivise or solicit fake or misleading reviews, and do not offer anything of value in exchange for a particular rating. Doing so is likely to breach the Australian Consumer Law as well as these Terms. We may decline to publish, or may remove, a review that we reasonably believe is fake, unlawful, abusive, or not about a real booking, and we may publish a provider’s response alongside a review.

If you are a provider, being reviewed comes with being listed and is not something you can switch off. You may reply, and your reply must stay civil and professional. An unflattering review, on its own, gives you no claim against us and no right to walk away from these Terms. If you believe a review is defamatory, unlawful or not about a real booking, flag it and we will look at it and decide what to do.

We do not pre-screen Content and we are not responsible for it, but we may remove or restrict Content that breaches these Terms or the law. If you believe Content on Bookables infringes your rights, contact us via our contact page with enough detail to identify it and we will act on it.

If you send us feedback, suggestions or ideas about the Service, we may use them without restriction, without confidentiality and without any obligation or payment to you.

You grant us a non-exclusive, worldwide, royalty-free licence to use your business name, trade marks and logo, and images and other material you upload to the Service, and to use and reproduce statements you make to us about Bookables, including in calls, chat, messages, reviews and surveys, in our marketing, on our website, in case studies, and in materials for investors and partners.

You warrant that you own or are licensed to use everything you upload, and that you have any consent needed from people appearing in it or from the owners of any property shown in it.

We will quote you accurately and will not attribute to you any claim you did not make. You may ask us at any time to stop producing new material that uses your brand, and we will do so within a reasonable time. Material already published or distributed may remain in use.

You may say that you use Bookables. You may not use our name, logo or brand in a way that suggests we endorse, certify, supervise or guarantee your business, or that we are a party to your contracts with your customers.

This section applies to you if you hold a personal Bookables account and use it to book services. The general sections of these Terms apply to you as well.

Your account

Your account is yours. It brings together, in one place, every booking you have made through Bookables with any provider, the payments you have made through us, and the list of providers you book with. You are responsible for keeping your login details safe and your contact details accurate, since those details are how providers reach you about your bookings. Closing your account does not cancel a booking you have already made or settle anything you still owe a provider.

How a provider may already know you

You may find that a business already holds your details in Bookables. When you book with a provider, or a provider you deal with adds you as a customer, they create a record of you. If the email address or mobile number on that record matches one you have verified on your account, we link the two, so the booking appears in your account and you can see it, pay for it and manage it yourself. A provider only ever sees their own records of you, never your bookings, payments or messages with anyone else. More detail is in our Privacy Policy.

Your providers

The providers you have booked with are your preferred providers. When you ask us for work, we look to them first and tell you when you have used a business before. We are not in the business of steering you away from a provider you already use, and where you need something none of your providers offer, we can help you find someone. If you search for a business on Bookables, you will see more than one, and the order they appear in is our decision and is not a recommendation of any of them.

You can remove a provider at any time. Removing them stops us acting for you with that business and stops us suggesting them. It does not delete your past bookings, payments or messages, cancel a booking, or settle anything you still owe them. You can restore a removed provider later.

We are not the provider

Bookables operates the platform. When you book, your contract for that service is with the provider, not with us. Providers set their own prices, availability, cancellation terms and service standards, and they are responsible for the work they carry out and for meeting their obligations to you, including under the Australian Consumer Law. We do not employ providers, supervise their work, or guarantee the quality, timing or outcome of any service booked through Bookables. Where something goes wrong with a service, your first recourse is the provider, and we will help where we reasonably can. This does not affect the consumer guarantees that apply to the services we supply to you.

Bookings and payments

• a booking is confirmed when the provider confirms it, and some providers take requests first and confirm afterwards;
• prices, deposits, bonds and cancellation charges are set by the provider and shown to you before you book;
• where you pay through Bookables, payment is handled by a third-party payment processor and collected for the provider. Some providers take payment directly instead;
• refunds, credits and cancellation charges are a matter between you and the provider, in line with the terms they showed you and with the Australian Consumer Law;
• any balance in your Bookables wallet can be used to pay for bookings and is not transferable to anyone else.

Telling a provider what they need to know

Tell the provider, before the booking, about anything that affects the service or could be affected by it. That includes allergies, medical and health conditions, injuries, mobility or access needs, and anything similar about a person, animal or property the booking is for. If you are buying something, check it is suitable and ask the provider if you are unsure. A provider can only work around what they have been told, and if something could reasonably have been avoided had you told them, that is on you rather than on them or on us. Nothing here affects your rights under the Australian Consumer Law.

A provider can decline you

Providers choose who they take on. A provider may decline a booking, stop offering you their services, or ask us to stop showing you to them, and that is their decision to make within the law. We do not override it, and we cannot give you access to a business that does not want to take your booking. If you think a provider has refused you on a ground the law protects, tell us and we will look into it.

Booking for other people

You can book for other people, and save details of the people, pets, homes, vehicles and other things a booking is for. That includes children, for example enrolling a child in a class. Where you add details about someone else, you confirm you are entitled to do so, and that where they are old enough to decide for themselves they are happy for you to. Those details are shared with the provider so they can carry out the booking. We do not market to a child whose details you have added.

Messages we send you

We send messages about your bookings, such as confirmations, reminders, changes, receipts and requests for payment. These are part of the Service and you cannot opt out of them while you hold a booking, though you can choose how you receive them.

By creating an account you also agree that we may send you marketing about Bookables itself and about the kinds of services available on it, described as categories rather than as particular businesses, and that we may personalise what you see based on your bookings. You have not agreed to us promoting a named business to you on the strength of a booking you made with someone else. You can opt out of marketing at any time from your account settings or by using the unsubscribe link in any marketing message. Opting out of marketing does not stop the booking messages above.

Using Bookables fairly

As well as the acceptable use section above, you agree not to make bookings you do not intend to keep, book using false details, leave a review that is not based on a real booking, or abuse, threaten or harass a provider or their staff through the Service. Repeated no-shows, chargebacks made without first raising the issue, or abuse of a provider may lead us to limit or close your account.

We work hard to keep the Service available, but we do not guarantee that it will be uninterrupted, timely, secure or error-free, and we do not offer an uptime commitment unless we have agreed one with you in writing. From time to time we may need to carry out maintenance, apply updates, or suspend parts of the Service, and we will try to give reasonable notice of any planned downtime that is likely to affect you.

The Service depends on the internet, on mobile networks, on hosting and on other systems outside our control, and those can fail or degrade without warning. We are not responsible for problems caused by your own equipment, connection, browser or device configuration.

Support is provided on the channels and during the hours described on our website. Before contacting us, please make reasonable efforts to check whether the problem is at your end. You can reach us via our contact page.

Customer Data is yours. We do not sell it, and we use it to run the Service for you and as described in our Privacy Policy. We may use aggregated and de-identified information, which does not identify you, your business or any individual, to operate, secure, analyse and improve the Service.

We record how the Service is used, including by you and by your team: pages opened, features used, actions taken, and the browser or device used to take them. We use it to keep the Service working, to support you and to decide what to build. If you invite people into your workspace, let them know this happens, because they are your staff and the message is better coming from you. How we handle that information is set out in our Privacy Policy.

We take backups as part of running the Service and we work to prevent data loss, but we do not guarantee that data will never be lost or corrupted, and a backup is not a substitute for your own records. Where you rely on data for tax, legal or compliance purposes, keep your own copy. Export tools are available in the Service.

Exporting through those tools is free. If you need data in a shape the Service does not produce, ask us in writing and tell us the scope, the period and the format you want. Where that takes real engineering effort or costs us money, we may quote a reasonable fee and agree it with you before starting. We may decline, delay or narrow a request where meeting it would break the law, cut across someone else’s rights or our security obligations, or be out of proportion to what is being asked for, and if we do we will tell you why and try to find another way.

When your account ends, we will keep Customer Data available for export for at least 30 days, and we will not delete it during a suspension for non-payment within that period. After that we may delete it in the ordinary course of business, subject to any records we are required to keep by law and to backup cycles, and subject to the retention periods in our Privacy Policy. Where a person holds a Bookables account of their own, their own record of their bookings stays with them.

Each of us will keep the other’s Confidential Information confidential, will use it only for the purposes of these Terms, and will not disclose it to anyone else without consent, except to our own staff, contractors and professional advisers who need it and are under equivalent obligations.

This does not apply to information that is or becomes public without a breach of these Terms, that the receiving party already had without a duty of confidence, that is received from a third party who is free to disclose it, or that is independently developed without reference to the other’s Confidential Information. Either of us may disclose Confidential Information where the law, a court or a regulator requires it, and will tell the other where it is lawful to do so. These obligations survive termination.

We take reasonable technical and organisational measures to protect the Service and the data in it, as described in our Privacy Policy. No system is perfectly secure, and we cannot guarantee that the Service will never be compromised.

You are responsible for security at your end, including your credentials, your devices, the access you grant your team, and the third-party applications you connect. Tell us promptly via our contact page if you become aware of a vulnerability, a compromised account, or any unauthorised access. If you are researching a vulnerability, report it to us and do not access anyone else’s data, degrade the Service, or disclose the issue publicly before we have had a reasonable opportunity to fix it.

If a data breach affecting your data occurs, we will handle it in accordance with the Notifiable Data Breaches scheme and our Privacy Policy, and we will work with you where you have your own obligations to meet.

Because a breach may touch information we each have duties over, each of us will tell the other promptly on becoming aware of one that affects the other, will share what the other reasonably needs to assess it and to meet its own reporting obligations, and will not make a public statement naming the other without talking to them first unless the law requires it. The costs of assessing, containing and notifying a breach are borne by whichever of us caused it.

The Service, including its software, design, branding and content (other than Customer Data and your Content), is owned by Bookables or our licensors and is protected by intellectual property laws. Except for the licence to use the Service granted in these Terms, no rights are granted to you in respect of the Service or our intellectual property.

You must not remove or obscure any proprietary notice in the Service, and you must not use our trade marks except as permitted in publicity and brand.

The Service relies on, and may integrate with, third-party services such as hosting and database infrastructure, mapping and geocoding, payment processing, model providers for AI features, and email, SMS and calling delivery. Your use of those integrations may be subject to the third party’s own terms, including the terms of the mapping provider we use, and we are not responsible for third-party services that we do not control. Our Privacy Policy describes the kinds of providers we rely on, and we will give you the current list if you ask.

If you connect a third-party application to your workspace, for example an accounting package or a calendar, you are instructing us to share the data that integration needs in order to work. We are not responsible for what that provider does with the data once it has it, including any disclosure, modification or deletion, and you should read its terms and privacy policy before connecting it. You can disconnect an integration at any time, which stops future sharing but does not recall data already shared.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy you may have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) (the “ACL”) that cannot lawfully be excluded, restricted or modified (your “Non-excludable Rights”). Where the ACL permits us to limit our liability for a breach of a non-excludable guarantee, our liability is limited, at our option, to re-supplying the relevant services or paying the cost of having them re-supplied.

Subject to your Non-excludable Rights, the Service is provided on an “as is” and “as available” basis. To the fullest extent permitted by law, we exclude all representations, warranties and conditions that are not expressly set out in these Terms, whether implied by statute, common law or otherwise, including any implied warranty of merchantability, acceptable quality or fitness for a particular purpose.

Bookables is built for Australia. We make no representation that the Service is available, workable or lawful anywhere else. If you use it from another country, or to serve customers in one, you do that at your own risk and you are responsible for complying with whatever applies there.

The Service is a tool to help you run your business. You remain responsible for your own scheduling, pricing, quotations, tax and record keeping, and for the work you carry out for your customers. Nothing in the Service constitutes legal, tax, accounting or other professional advice.

Nothing in these Terms limits or excludes our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for your Non-excludable Rights under the Australian Consumer Law, or for any other liability that cannot be limited or excluded under applicable law.

Subject to the paragraph above, we are not liable to you for any loss of profits, loss of business, loss of goodwill, loss of anticipated savings, or any indirect or consequential loss, and we are not liable for any loss or corruption of data to the extent it arises from your own failure to maintain appropriate backups where reasonably possible. We are also not liable for the acts or omissions of a provider or of a customer, for the quality, timing or outcome of a service booked through Bookables, for the acts of a payment processor, carrier or other third party, or for output produced by an AI feature.

Subject to the first paragraph of this section, our total aggregate liability arising out of or in connection with the Service, whether in contract, tort (including negligence) or otherwise, is limited to the greater of (a) the total fees you paid to us for the Service in the twelve months immediately before the event giving rise to the claim, or (b) AUD $100.

Each of us must take reasonable steps to mitigate its loss. Neither of us is liable for a failure or delay caused by something outside its reasonable control, which does not excuse an obligation to pay money.

You agree to indemnify us against any claims, losses, damages and reasonable costs arising from your breach of these Terms, your misuse of the Service, the services you supply to your customers, your handling of personal information in breach of applicable law, the details of any person you supply to us, messages or calls sent or recorded through your account, or any material you upload that we use under publicity and brand.

This indemnity does not apply to the extent a claim is caused by our own breach of these Terms or our negligence. We will tell you promptly about any claim we want to be indemnified for, will not settle it without your consent (not to be unreasonably withheld), and will let you take over its conduct where you confirm the indemnity applies. We will take reasonable steps to mitigate.

You may stop using the Service and close your account at any time from your account settings. Closing an account does not refund fees already paid, does not cancel bookings you have already accepted or made, and does not settle amounts owed.

We may suspend or terminate your access if:

• you materially breach these Terms and do not fix it within 14 days of us telling you, where the breach can be fixed;
• you materially breach these Terms in a way that cannot be fixed, including an invoice more than 30 days overdue;
• your use poses a security, legal, regulatory or safety risk, or risks serious harm to another person, in which case we may act immediately;
• you become insolvent, enter administration or liquidation, have a receiver or controller appointed, make an arrangement with your creditors, or suffer an equivalent event; or
• we are required to by law.

Where practical and lawful we will give you notice and an opportunity to put things right, and where we can we will suspend rather than terminate. We may also stop offering the Service, or stop offering it in a particular form, on at least 30 days’ notice, and we will refund any fees you have paid in advance for a period after the Service ends.

On termination your right to use the Service ends and you must stop using it. Amounts accrued before termination remain payable, and termination does not affect rights that have already accrued. Customer Data is handled as set out in your data, backups and export. Any terms that by their nature should survive termination will do so, including confidentiality, intellectual property, indemnity, disclaimers and limits of liability.

If something goes wrong, tell us first. Contact us via our contact page with what happened and what you would like us to do, and we will acknowledge it and work through it with you in good faith. Most problems are solved faster this way than any other.

Nothing in these Terms makes you go through us first. You can take a complaint to a tribunal or a small claims court, to a consumer affairs body or ombudsman, to the Office of the Australian Information Commissioner, or to any other regulator, at any time and without waiting for anything here. Your rights under the Australian Consumer Law are untouched. We are asking you to talk to us first because it is usually quicker, not because you have to.

If you run a business on Bookables and we end up in a dispute, we each agree to put it in writing and genuinely try to sort it out before heading to court. Either of us can suggest mediation, and if we both think it would help we will arrange it and agree at the time how to share the cost. Neither of us can force the other into it. None of this applies where someone needs an urgent court order or is simply recovering a debt.

A dispute between a customer and a provider about a booking is between them. We will help where we reasonably can, including by providing records we hold, but we do not decide the outcome.

We may update these Terms from time to time to reflect changes to the Service, the law, or our business. If we make a material change we will take reasonable steps to let you know at least 30 days before it takes effect, for example by email or by a notice within the Service, and we will show the date the current version was published at the top of this page.

If you do not accept a material change, you may stop using the Service and close your account before it takes effect, and we will refund any fees you have paid in advance for the period after you leave. Your continued use of the Service after a change takes effect means you accept the updated Terms. Changes that are required by law, or that are needed urgently for security or to stop misuse, may take effect immediately.

• Entire agreement. These Terms, together with the documents referred to in agreement to these terms, are the whole agreement between us about the Service and replace anything said or written before. Neither of us relies on any statement that is not set out in them, though nothing excludes liability for fraud or for misleading or deceptive conduct.
• No partnership or agency. Nothing in these Terms makes us partners, joint venturers, employer and employee, or agent and principal. Neither of us may bind the other.
• Assignment. You may not assign or transfer your rights under these Terms without our prior written consent, which we will not unreasonably withhold. We may assign or novate these Terms to a related company or in connection with a merger, acquisition or sale of our business, and we will tell you if we do.
• Subcontracting. We may use subcontractors and service providers to help deliver the Service, and we remain responsible for the parts of the Service they deliver for us.
• Waiver. If either of us does not enforce a right, that is not a waiver of it, and waiving one breach does not waive another. A waiver is only effective if it is in writing.
• Severability. If any provision is invalid or unenforceable, it is read down to the minimum extent necessary or severed, and the rest of these Terms continue in force.
• Force majeure. Neither of us is liable for a delay or failure caused by something outside its reasonable control, including natural disasters, outages of infrastructure we depend on, industrial action and acts of government. This does not apply to an obligation to pay money.
• Notices. Notices to you are given by email to the address on your account, or by a notice within the Service, and are treated as given when sent. Notices to us must be sent via our contact page or to the postal address below. Keep your email address current, because it is how we reach you.
• Remedies are cumulative. The rights and remedies in these Terms are in addition to any others available at law, not instead of them.
• No merger. Rights and obligations that are intended to continue after these Terms end are not extinguished by termination or by performance.
• No restraint on us. Nothing here stops us entering into similar agreements with anyone else, or developing, using or offering products and services similar to those we provide you.
• No third-party rights. These Terms are between you and us. Nobody else has a right to enforce them.
• Interpretation. Headings are for convenience only. “Including” means including without limitation. A reference to a law includes any law that replaces it.

These Terms, and any dispute or claim arising out of or in connection with them or their subject matter, are governed by the laws of New South Wales, Australia. You and we submit to the exclusive jurisdiction of the courts of New South Wales and the courts competent to hear appeals from them.

If you have any questions about these Terms, you can contact us via our contact page or by writing to Bookables Pty Ltd, 50 Bridge St, Sydney NSW 2000, Australia.