Terms of Service

Platform rules, liability limitations, payments and how UrgentMate operates.

Version: v1 • Last updated: 10 March 2026

Important Summary

UrgentMate is a technology platform only. UrgentMate connects Customers with independent Tradies for urgent repair services. UrgentMate does not provide trade services and is not a party to the service contract. Tradies are independent contractors, and Customers and Tradies contract directly with each other for the work performed.

1. Definitions

“UrgentMate”, “we”, “us”, “our” means the operator of the UrgentMate platform. “Platform” means the UrgentMate mobile application, website, APIs, and related services. “Customer” means a user seeking urgent trade services. “Tradie” means an independent contractor offering services via the Platform. “Job” means a service request created by a Customer. “Offer” means a time-limited invitation sent to a Tradie to accept a Job. “Services” means trade and related services performed by Tradies.

2. Platform Nature

UrgentMate facilitates job creation, dispatch, offer-based matching, communications, notifications, operational controls and safety rules. UrgentMate does not provide trade services, supervise or control work performed by Tradies, guarantee job outcomes, timing, quality, pricing or availability, or become a party to contracts between Customers and Tradies.

3. No Employment / Agency

Tradies are independent contractors, not employees, agents, partners or representatives of UrgentMate. Tradies are responsible for licensing, registration, insurance, workers’ compensation where applicable, safety compliance, tax obligations and the quality and legality of work performed.

4. Account Registration & Security

Users must provide accurate and current information, maintain secure access credentials and be legally capable of entering contracts. Users are responsible for all activity performed through their accounts and must notify UrgentMate if they suspect unauthorised use.

5. Dispatch Model

UrgentMate operates an offer-based dispatch system. Jobs are offered to Tradies. Offers are time-limited. The first Tradie to accept receives the Job. Other offers automatically expire or become invalid. UrgentMate does not guarantee that any Job will be accepted, response times, Tradie availability, job volumes or earnings.

6. Customer Obligations

Customers must provide accurate job descriptions, ensure safe access to the property, comply with safety requirements and treat Tradies respectfully and lawfully. Customers must not submit false job requests, harass or threaten Tradies, misuse the Platform or attempt fraud.

7. Tradie Obligations & Warranties

Tradies warrant that they hold required licences or registrations, maintain appropriate public liability insurance, comply with applicable laws and safety regulations, perform services with due care and skill, and provide accurate availability and job responses. UrgentMate may request evidence of licensing or insurance for compliance or safety reasons.

8. Payments & Call-Out Authorisation

UrgentMate may facilitate payments using third-party payment processors including Stripe. Payments may include call-out fee authorisations, service payments and platform service fees. UrgentMate does not operate as a bank or financial institution. By using payment features, Users agree to the relevant payment processor’s terms and policies.

9. Cancellations & No-Shows

Customers may cancel jobs before assignment without penalty. After assignment, cancellation rules may apply and a call-out fee may still be payable depending on the circumstances. If a Tradie does not attend or abandons a job, UrgentMate may review platform logs and take moderation action where misuse or safety concerns exist.

10. Ratings, Reviews & Content

Users may provide ratings and reviews after job completion. UrgentMate may remove or moderate content that is abusive, discriminatory, misleading, defamatory, privacy-invasive, unlawful or unsafe.

11. Safety & Conduct

Users must not threaten or harass other users, engage in discriminatory behaviour, request illegal services, attempt fraud or scams, or bypass the Platform to avoid platform rules, fees or safety protections. UrgentMate may suspend accounts for safety concerns.

12. Platform Availability

UrgentMate does not guarantee uninterrupted access to the Platform. Maintenance, outages and technical issues may occur.

13. Intellectual Property

All intellectual property rights relating to the UrgentMate Platform belong to UrgentMate or its licensors. Users are granted a limited licence to access and use the Platform. Users must not copy or reverse engineer the Platform, bypass security systems, or scrape or extract data without permission.

14. Service Quality Disclaimer

UrgentMate does not guarantee the quality, safety, legality or suitability of Services performed by Tradies. Tradies are independent contractors responsible for their own work. Customers are responsible for assessing whether a Tradie and their services are appropriate for their needs.

15. Data & Privacy

Use of the Platform is subject to the UrgentMate Privacy Policy. UrgentMate may collect operational data including dispatch logs, job activity records, communications metadata, audit logs and security logs.

16. Limitation of Liability

To the maximum extent permitted by law, UrgentMate is not liable for personal injury or property damage, financial or consequential loss, disputes between Customers and Tradies, poor workmanship, delays, cancellations, missed appointments or conduct of other users. Where liability cannot be excluded, it is limited to the minimum permitted by law.

16A. Liability & Risk Disclosure

UrgentMate is not an emergency service. If there is immediate risk to life, fire, gas leak, major electrical danger, flooding, violence or another emergency, Users must contact emergency services, the relevant utility provider or an appropriately qualified emergency contractor directly. UrgentMate does not guarantee immediate attendance, emergency-grade response, permanent repair outcomes, discovery of every hidden defect, availability of parts or materials, or that a Tradie can lawfully or safely complete every requested Job.

17. Australian Consumer Law

Nothing in these Terms excludes rights under the Australian Consumer Law. Where statutory guarantees apply, they generally apply to the service provider performing the Services.

18. Dispute Resolution

Users should attempt to resolve disputes directly. UrgentMate may assist by facilitating communication, reviewing platform logs or audit trails, and investigating safety or misuse issues. UrgentMate does not act as an arbitrator and does not guarantee dispute outcomes.

19. Suspension & Termination

UrgentMate may suspend or terminate accounts for breach of these Terms, fraud or misuse, safety risks, or legal compliance obligations.

20. Governing Law

These Terms are governed by the laws of Victoria, Australia. The courts of Victoria have exclusive jurisdiction. Legal inquiries: support@urgentmate.com.au