OnsiteableOnsiteable

Terms & Conditions

Updated 30 April 2025.

The Onsiteable terms & conditions outline Onsiteable and your obligations and responsibilities on the Onsiteable Platform. In this update, Onsiteable has updated information related to clarifying the process required (and timing related) to formalise the completion of services.

User Agreement

Onsiteable operates an online platform allowing Users to connect through the Onsiteable Platform with other Users who provide Services.

Please read these terms and all Policies including the Privacy Policy carefully before using the Onsiteable Platform. These Policies are incorporated into this Agreement by reference.

All defined terms in this Agreement have the meaning given to them in the Onsiteable Glossary.

1. SCOPE OF ONSITEABLE SERVICES

Basic Principles

  • 1.1 Onsiteable provides the Onsiteable Platform to enable Users to request services.
  • 1.2 Some parts of services details may be made publicly available, including to internet users who are not Users.
  • 1.3 A User may revoke or modify a Service Request at any time before he/she proceed the final payment. Onsiteable reserves the right to cancel all orders made prior to the modification.
  • 1.4 If a User requests a service on the Onsiteable Platform, the posted service request is assigned to that particular Onsiter. At this point, a Service Contract is created between the Onsiter and the User.
  • 1.5 Upon creation of a Service Contract, the User must pay the Agreed Price for the Requested Service into the Payment Account.
  • 1.6 Upon creation of the Service Contract, Onsiteable has rendered Onsiteable Services and the Reservation Fee is due and payable.
  • 1.7 Once the Service Contract is created, the Onsiter and User may vary the Service Contract on the Onsiteable Platform. The User and Onsiter are strongly encouraged to use Onsiteable's private messaging system to amend or vary the Service Contract or to otherwise communicate.
  • 1.8 Once the Services are complete, the User will be notified and must respond by either releasing payment or disputing that the service has been completed within 10 days. Should a response not be received from the User, the service will be automatically deemed to have been completed satisfactorily and (subject to any restrictions noted below in paragraph 1.9) payment will be released to the Onsiter.
  • 1.9 Following confirmation by both the Onsiter and the User that the Posted Order has been completed, or if Onsiteable is satisfied the Services have been completed, subject to any restrictions (e.g. a dispute or failure to complete required verification processes), the Onsiter Service Fee will be payable and the Onsiter Funds will be released by Onsiteable from the Payment Account to the Onsiter.
  • 1.10 After the Service Contract is completed, the parties are encouraged to review and provide feedback of the Services on the Onsiteable Platform.

Onsiter Listing

  • 1.11 Onsiteable may also provide an Onsiter Listing feature enabling Onsiters to publish promotions for Services from time to time.
  • 1.12 Onsiteable may publish Onsiter Listings from time to time in its absolute discretion.
  • 1.13 A User may request to book an Onsiter Listing by clicking on the Request Booking button and completing the booking request. The Onsiter may then decide whether or not to perform the Task. When using Onsiter Listing, a Service Contract is created when the Service is assigned to that Onsiter.
  • 1.14 Onsiteable may revoke or modify any listing at any time.

2. ONSITEABLE'S ROLE AND OBLIGATIONS

  • 2.1 Onsiteable provides the Onsiteable Service in consideration for the Reservation Fee and the Onsiter Service Fee.
  • 2.2 Onsiteable only permits individuals over 18 years of age to become Users.
  • 2.3 Users must be natural persons, but can specify within their account description that they represent a business entity.
  • 2.4 In its absolute discretion, Onsiteable may refuse to allow any person to become a User or cancel or suspend or modify any existing account including if Onsiteable reasonably forms the view that a User's conduct (including a breach of this Agreement) is detrimental to the operation of the Onsiteable Platform.
  • 2.5 No charges apply in respect of: (a) Registering and creating an account; (b) Creating a service request; (c) Users accessing and reviewing content on the Onsiteable Platform.
  • 2.6 Onsiteable accepts no liability for any aspect of the User and Onsiter interaction, including but not limited to the description, performance or delivery of Services.
  • 2.7 Onsiteable is not responsible for, and does not warrant the truth or accuracy of any aspect of any information provided by Users.
  • 2.8 Except for liability in relation to any Non-excludable Condition, the Onsiteable Service is provided on an "as is" basis, and without any warranty or condition, express or implied.
  • 2.9 Onsiteable has no obligation to any User to assist or involve itself in any dispute between Users, although may do so to improve the User experience.
  • 2.10 You understand and agree that: (a) Onsiteable does not undertake any investigation in relation to any Onsiter or third party service provider before they become a User; (b) You are solely responsible for conducting any appropriate background checks and obtaining references, licenses, certifications, or proof of insurance prior to engaging an Onsiter; (c) You are solely responsible for making your own evaluations and decisions about choosing an Onsiter; (d) You assume all risks and agree to expressly release, indemnify and hold harmless Onsiteable from any and all loss, liability, injury, death, damage, or costs arising or in any way related to the services; (e) You are solely responsible for any food allergy related onsite services; Onsiteable can only state all the allergy sources before making your own decisions.

3. USER OBLIGATIONS

You will at all times comply with this Agreement (including all Policies) and all applicable laws; only submit accurate information on the Onsiteable Platform; and ensure that You are aware of any laws that apply to You as a User or Onsiter. You must not use the Platform for any illegal or immoral purpose. You must maintain control of Your Onsiteable account at all times. You grant Onsiteable an unrestricted, worldwide, royalty-free licence to use, reproduce, modify and adapt any content and information posted on the Onsiteable Platform for the purpose of publishing material on the Platform and as otherwise may be required to provide the Onsiteable Service. Any information You supply must not be false, inaccurate, misleading, fraudulent, defamatory, obscene or contain malicious code, and must not infringe any third party rights or violate any applicable law. If You are an Onsiter, You must have the right, licence or all other necessary skills to provide the relevant Services and the right to work in the jurisdiction where the Services are performed. You must not charge any User any fees on top of the Onsiter Funds except as permitted (e.g. agreed reimbursement of costs via the Platform). Onsiteable may remove content, cancel or suspend Your account and/or Service Contracts if You breach these obligations.

4. FEES

A Reservation Fee is payable to Onsiteable in respect of bookings made on the Platform. When a User has been allocated to or choose an Onsiter, the Service is assigned to that Onsiter and a Service Contract is formed; at this time the Customer will be charged the Agreed Price plus the Reservation Fee. Separate to the Reservation Fee charged to the User, an Onsiter is charged an Onsiter Service Fee. When the Customer releases the Service Payment to the Onsiter, the Onsiter Service Fee (deducted from the Service Payment) and the Reservation Fee (separately paid by the Customer) will be retained by Onsiteable. The Reservation Fee and Onsiter Service Fee are GST inclusive (or equivalent tax). Subject to clause 5, all Fees payable to Onsiteable are non-cancellable and non-refundable, save for Your rights under any Non-Excludable Conditions. Onsiteable reserves the right to amend the amount of any Fees from time to time; changes will be updated on Onsiteable's Website.

5. PAYMENTS, REFUNDS AND CANCELLATIONS

If the Service Contract is cancelled prior to the commencement of the Service Contract, and Onsiteable is reasonably satisfied that the Agreed Price (and if applicable, the Reservation Fee) should be returned to the User, those amounts will be refunded to the User as Onsiteable Credits and a Cancellation Fee will be due to Onsiteable by the User who the cancellation is attributable to (under clause 5.7 or 5.8). If the User is responsible for the cancellation, the Reservation Fee will be retained by Onsiteable. If the Onsiter is responsible, Onsiteable will deduct the Cancellation Fee from the Onsiter's next payout request(s). Cancellation Fees deducted from Onsiter payouts are capped at a maximum of 50% of the total payout request. Upon request by the Customer to Onsiteable Support, Onsiteable may refund the Agreed Price (and Reservation Fee, as applicable) to the User's original payment method. Cancellation is attributable to the Onsiter where: the User and Onsiter mutually agree to cancel; or following reasonable but unsuccessful attempts by a User to contact an Onsiter, the User cancels; or the Onsiter cancels; or the Service Contract is cancelled under clause 3.14 as a result of the Onsiter's actions or breach. Cancellation is attributable to the User where: the User cancels (other than under 5.8(b)); or the Service Contract is cancelled under clause 3.14 as a result of the User's actions or breach; or a Service has been automatically cancelled in accordance with clause 4.5 of Appendix A. Onsiteable may take up to 5-7 business days to process returns or refunds. If Onsiter Funds cannot be transferred or no claim is made, they remain in the Payment Account for up to three months; thereafter they may be credited to the User as Onsiteable Credits. If work under a Service Contract was commenced and the Contract is cancelled, the amount to be returned may be conditional upon the mediation and dispute process in clause 18; the Cancellation Fee will always be due. Onsiteable may suspend a User Account for repeated Cancellations.

6. ONSITEABLE CREDITS

Onsiteable Credits: (a) can be used by the credited User to pay for any new Services via the Onsiteable Platform; (b) are not refundable or redeemable for cash other than where the User has submitted a request for return to their original payment method; (c) cannot be replaced, exchanged, reloaded or transferred to another card or account; (d) issued prior to 1 May 2025 remain valid for 12 months; on and from 1 May 2025 are valid 36 months from the date applied to the User's account (subject to jurisdictional requirements); (e) acquired other than under this Agreement may be conditional on additional terms; (f) must not be reproduced, copied, distributed or published for use by an entity other than the credited User without Onsiteable's prior written permission. The User credited with Onsiteable Credits is solely responsible for their security. Onsiteable may refuse or cancel Credits used in breach of this Agreement or which are forged, tampered with or fraudulent. Onsiteable is entitled to any value on Onsiteable Credits not redeemed before they expire or are cancelled.

8. PAYMENT FACILITY

Onsiteable uses a Payment Provider to operate the Payment Account. The terms at https://stripe.com/ssa/ are incorporated into this Agreement and will prevail to the extent of any inconsistency in relation to the provision of the Payment Account. If Onsiteable changes its Payment Provider You may be asked to agree to further terms; if you do not agree, you will be given alternative means of payment.

10. VERIFICATION & BADGES

Onsiteable may use Identity Verification Services. You agree that these may not be fully accurate as they depend on User-supplied information and/or third parties. You are solely responsible for identity verification; Onsiteable accepts no responsibility for any use made of an Onsiteable Identity Verification Service. Badges may be made available to Onsiters for a fee; obtaining Badges may be conditional on provision of certain information. Badges are point-in-time checks and may not be accurate when displayed. You should verify any Badge with the Onsiter prior to commencing the task. Onsiteable may issue, not issue, or remove a Badge at its discretion.

11. COVID-19 VACCINATION BADGES

For a COVID-19 vaccination badge (Covid Badge) to be added to your profile, You must provide Onsiteable with a copy of your government-issued COVID-19 vaccination documentation. By providing it, you represent that the documentation is genuine and that all information you provide is true and accurate. You consent to the use, processing and storage of your personal information (including sensitive medical data) in accordance with these terms; Onsiteable may provide your information to third-party assessors and may store it for the duration of your use and up to 6 months after you terminate your profile. Onsiteable (or its processors) will assess the documentation and verify form, content and name match; Onsiteable gives no warranty that the documentation is properly issued, current or valid, or that the User has been vaccinated. You are solely responsible for verifying the vaccination status of any User you come in contact with. You expressly release, indemnify and hold harmless Onsiteable and its associates and third-party processors from any loss, liability, injury, death, damage or costs arising or in any way related to the Covid status of a User. USERS ACKNOWLEDGE THAT THE ONLY STEPS ONSITEABLE HAS TAKEN TO ASSESS THE COVID DOCUMENTATION ARE AS SET OUT ABOVE. THE ISSUE OF A COVID BADGE MAY NOT BE RELIED UPON AS VERIFICATION THAT THE USER HAS VALID COVID DOCUMENTATION OR IS VACCINATED. ONSITEABLE EXPRESSLY DISCLAIMS LIABILITY FOR ANY LOSS OR DAMAGE INCURRED IN RELIANCE ON THE COVID BADGE.

12. INSURANCE

Onsiteable may offer Users in Australia an opportunity to obtain insurance for certain Service Contracts; all such insurance is offered by a third party and governed by further terms for Third Party Services. Onsiteable does not represent that any insurance is adequate or appropriate for any particular User. Each User must make its own enquiries; Onsiters remain responsible for maintaining sufficient insurance. Onsiteable may take out other insurance that may at its option extend some types of cover to Users; terms may change. If a claim is made and Onsiteable's insurance responds, Onsiteable may recover any excess or deductible from the Onsiter. If the insurance does not respond or the claim is below the excess, Onsiteable may elect to pay an amount to settle a claim; to the extent the Onsiter was or would be liable, that amount may be recovered from the Onsiter or set off against future moneys owed to the Onsiter.

14. LIMITATION OF LIABILITY

Please see Terms for the applicable exclusions and limitations of liability. Country Specific Terms in Appendix B also apply.

15. PRIVACY

Third Party Service providers will provide their service pursuant to their own Privacy Policy. Prior to acceptance of any service from a third party, you must review and agree to their terms including their privacy policy. Onsiteable will endeavour to permit you to transact anonymously on the Platform; however, Onsiteable reserves the right to ask Users to verify themselves in order to remain a User.

16. MODIFICATIONS TO THE AGREEMENT

Onsiteable may modify this Agreement or the Policies from time to time. Where Onsiteable makes material modifications, we will send notification to Your Onsiteable account or advise You the next time You login. When You actively agree to amended terms or use the Onsiteable Platform in any manner, the amended terms will be effective immediately. In all other cases, the amended terms will automatically be effective 30 days after they are initially notified to You. If You do not agree with any changes, You must terminate your account or notify Onsiteable who will terminate Your account, and stop using the Onsiteable Service.

17. NO AGENCY

No agency, partnership, joint venture, employee-employer or other similar relationship is created by this Agreement. You have no authority to bind Onsiteable. All Third-Party Services promoted on the Platform are provided solely by such providers. To the extent permitted by law, Onsiteable disclaims all liability for any loss or damage due to the performance or non-performance of such Third-Party Services.

18. NOTICES

Any notices must be given by registered ordinary post or by email to Onsiteable's contact address as displayed on the Platform or to Users' contact address as provided at registration. Notice shall be deemed given: (a) if sent by email, 24 hours after sending (unless the User is notified that the email is invalid or undeliverable); (b) if sent by pre-paid post, three Business Days after posting (or seven Business Days if sent to or from outside the jurisdiction). Notices related to Third Party Services must be delivered to the third party as set out in their terms.

19. MEDIATION AND DISPUTE RESOLUTION

Onsiteable encourages You to try to resolve disputes with other Users directly. Onsiteable may, in its absolute discretion, share Your information with other parties involved in the dispute. Onsiteable may elect to assist Users resolve disputes; any User may refer a dispute to Onsiteable. You must co-operate with any investigation. Onsiteable reserves the right to make a final determination (acting reasonably) and direct the Payment Provider to make payment accordingly. You may raise your dispute in an applicable court or tribunal. Onsiteable may hold any Agreed Price that is the subject of a dispute in the Payment Account until resolved. Onsiteable may provide access to a Third-Party Dispute Service; terms and costs will apply. Disputes with Third-Party Service providers must proceed pursuant to their terms. If You have a complaint about the Onsiteable Service please contact bowen@onsiteable.com.au.

20. TERMINATION

Either You or Onsiteable may terminate your account and this Agreement at any time for any reason. Termination does not affect any Service Contract already formed between Users. Sections 4 (Fees), 13 (Limitation of Liability), 18 (Mediation and Dispute Resolution) and any other terms which by their nature should continue to apply will survive termination. If Your account is terminated, You may not without Onsiteable's consent create any further accounts; we may terminate any other accounts You operate.

21. GENERAL

This Agreement is governed by the laws specified in Australian Specific Terms (Appendix B). The provisions of this Agreement are severable. This Agreement may be assigned or novated by Onsiteable to a third party without your consent; the User will remain bound. This Agreement sets out the entire understanding and agreement between the User and Onsiteable with respect to its subject matter.

22. Onsiteable Delivery and Courier Terms and Conditions

Onsiteable PTY LTD. These terms apply each time you access or use any application, website, content, product or service provided by Onsiteable, including Onsiteable Courier and any other delivery services provided from time to time. By using or placing an order using an Onsiteable branded application or website, you confirm that you accept these terms. Onsiteable Delivery Services may include third-party Merchant Delivery. Courier allows you to request delivery of Package(s) or item(s) to a designated address via the Onsiteable App; such services are subject to these Onsiteable Delivery Terms.

Package Restrictions: For 'Package' option: not greater than 20 kg; must fit in the boot of a mid-size vehicle; total value not greater than AUD $100. For 'Small Package': not greater than 5 kg; fit in delivery bag of motorbike or bicycle; value not greater than AUD $100. You must prepare and securely seal Packages for safe delivery.

Loss or Damage: Courier is available for Packages up to AUD $100 in value. If a Package is lost or damaged in transit due to Onsiteable's negligence, you may be eligible for compensation up to AUD $100, subject to investigation. Onsiteable does not provide insurance; if insurance is desired, contact an insurance agent. You assume full responsibility for perishable items. Claims must be submitted within 7 days of delivery or expected delivery date.

Cancellations and Refunds: If you cancel 5 minutes or more after a Delivery Person accepts your request, you may be charged a cancellation fee. If you cancel after the Delivery Person has collected the Package, you may be charged reasonable return costs. If Onsiteable Delivery Services fail or are cancelled for reasons Onsiteable determines (acting reasonably) are not attributed to you, you will be entitled to a refund for any charges paid.

APPENDIX A: MODEL SERVICE CONTRACT

Terms used have the meaning set out in the Onsiteable Glossary. A Service Contract is created in accordance with the Onsiteable Agreement. Unless otherwise agreed, the User and the Onsiter enter into a Service Contract on the following terms:

  • 1. The Service Contract is created when the User has been allocated to the Onsiter. It continues until terminated under clause 7.
  • 2. The Onsiter will perform Services in a proper and workmanlike manner at the time and location agreed. The Onsiter must not subcontract without the User's consent and remains responsible for subcontractors' acts or omissions.
  • 3. Each party warrants that information provided is true and accurate. The Onsiter warrants they have the right to work and hold relevant licences.
  • 4. Upon creation, the User must pay the Agreed Price into the Payment Account. Upon completion, the Onsiter gives notice and the User must release Onsiter Funds or dispute. If the parties agree to cancel or the User cannot contact the Onsiter, Onsiter Funds are dealt with under the User's Onsiteable Agreement. If a Task has been assigned for 30 days and is inactive for 7 days beyond the due date, it will be automatically cancelled; Task Payment returned to the Customer, Reservation Fee retained by Onsiteable.
  • 5. Except for breach of a Non-excludable Condition, the parties exclude all Consequential Loss; liability is capped at the Agreed Price (subject to insurance or agreement to the contrary).
  • 6. Disputes: parties will attempt to resolve within 14 days by informal negotiation; if unresolved, either party may refer to Onsiteable under clause 18 of the Agreement.
  • 7. The Service Contract terminates when: (a) Services are completed and Agreed Price released; (b) a party is terminated or suspended from the Platform, at the other party's election; (c) otherwise agreed or by the Third Party Dispute Service; (d) notified by Onsiteable in accordance with the Agreement.
  • 8. The parties incorporate by reference the applicable Policies.
  • 9. The Service Contract is governed by the laws of the jurisdiction where the Requested Service was confirmed on the Platform.

APPENDIX B: COUNTRY SPECIFIC TERMS (Australia)

If You have Your Onsiteable Platform account in (or the Services are performed in) Australia, the following also apply:

  • (a) "A$", "AUD", "$A", "dollar" or "$" means Australian currency.
  • (b) "Onsiteable" means Onsiteable PTY LTD, ABN: 37682638437, an Australian Company.
  • (c) "ACL" means the Australian Consumer Law.
  • (d) "Consumer Guarantees" means the consumer guarantees in Part 3-2 of the ACL.
  • (e) "Personal Information" has the same meaning as in the Privacy Act 1988 (Cth).
  • (f) This Agreement is governed by the laws of Victoria, Australia. You and Onsiteable submit to the exclusive jurisdiction of the courts of Victoria, Australia.
  • (g) Clause 3.3 is added to the Model Contract: "The parties incorporate the Consumer Guarantees into the Service Contract, even if not already incorporated by law."
  • (h) Exclusions and limitations of liability are as set out in the full Terms (disclaimers for loss between Users and Onsiters, and with Third Party Service providers; Consequential Loss; cap at greater of total payments in prior 12 months or AUD$50; and for breach of Non-excludable Condition, option to resupply, replace, repair or pay cost).
  • (i) If a Service is cancelled after assignment and no dispute is lodged, a credit will be applied to the User's account as Onsiteable Credits; unused after 36 months will be cancelled and retained by Onsiteable.

Onsiteable Glossary (selected terms)

"Agreement" means the most updated version of the agreement between Onsiteable and a User. "Agreed Price" means agreed price for Services paid into the Payment Account by the User (excluding Service Fees or other costs the User agrees to reimburse). "Onsiteable Platform" means the Onsiteable website at www.onsiteable.com.au, Onsiteable smartphone app and any other affiliated platform. "Reservation Fee" means the fee payable by the User to Onsiteable as consideration for Onsiteable Services, displayed prior to each Service Contract. "Onsiter Service Fee" means the fee payable by the Onsiter to Onsiteable for Onsiteable Services (part of the Agreed Price). "Service Contract" means the contract between a User and an Onsiter for Services; model terms in Appendix A apply. "Onsiter" means a User who provides On-Site Services to other Users. "User" or "You" means the person who has signed up to use the Onsiteable Platform. "Payment Account" means the account operated by the Payment Provider. "Cancellation Fee" means the Reservation Fee (retained if User is responsible; payable by Onsiter if Onsiter is responsible). "Non-excludable Condition" means any implied condition, warranty or guarantee the exclusion of which would contravene the law or void part of the contract. "Consequential Loss" has the meaning given in the full Terms. Other defined terms are as set out in the full Agreement and Policies.