Ulloora Customer Terms and Conditions

Ulloora Customer Terms and Conditions

Online terms for marketplace orders and service bookings

Ulloora Pty Ltd | ABN 40 699 387 221

Version 1.1 | 4 October 2026

Effective when published and accepted on the Platform

These Terms explain how customers buy goods and book services from independent Vendors through Ulloora. Read the applicable category rules and transaction policies before accepting. Your non-excludable consumer rights remain protected.

1 Operator and scope

1.1 These Terms govern your use of the Ulloora marketplace and orders and bookings made through it. The operator is Ulloora Pty Ltd ABN 40 699 387 221, of 153 Beauchamp Drive, The Ponds NSW 2769. Customer support and formal notices: admin@ulloora.com.au. You may also use the Platform help function.

1.2 The Platform includes our website, applications and related account and booking systems. A Vendor is the independent business identified in the relevant listing and confirmation. A Transaction is an order or booking. A Confirmed Transaction is a request accepted by the Vendor and communicated to you through the Platform. These Terms include the category schedules below.

1.3 The marketplace covers approved food and beverage, tutoring and child-related services, beauty and personal care, home and property services, and agriculture and general products. A category or feature is available only where enabled on the Platform. All amounts are in Australian dollars. A business day excludes weekends and public holidays in New South Wales.

1.4 Nothing in these Terms excludes, restricts or modifies a consumer guarantee, remedy or other right that cannot lawfully be excluded under the Australian Consumer Law (ACL) or other applicable law. If a provision conflicts with such a right, that right prevails.

2 Online acceptance and transaction policies

2.1 You must expressly accept these Terms using an unticked checkbox at account creation and at each checkout. Before checkout, you can read the applicable category rules, Vendor cancellation and recurring booking policies, prices and other material transaction conditions. We retain the accepted version and acceptance record and provide an email copy or permanent version link and access in your account.

2.2 A Vendor policy binds you only if it was clearly disclosed before the relevant transaction and accepted where required. Policies cannot override non-excludable rights or impose undisclosed charges. These Terms and the applicable category schedule prevail over an inconsistent Vendor policy, except for an expressly permitted transaction-specific choice such as the disclosed service cancellation window.

2.3 The Vendor agreement governs our relationship with Vendors and does not impose Vendor commission, subscription or other business obligations on customers. Additional delivery or payment conditions apply to you only to the extent relevant, lawfully applicable and disclosed before you transact.

3 Eligibility and account security

3.1 Account holders must be at least 18 years old. An account is required for all purchases and bookings. An adult may book permitted services for a child subject to the child-service rules. If acting for a business or another person, you must have authority to do so.

3.2 Provide accurate contact, identity, delivery and booking information and keep it current. Protect your credentials, do not share your account, and use available security controls. Use only payment methods you are authorised to use. Notify us promptly of suspected compromise or unauthorised transactions.

3.3 We may temporarily restrict a compromised account while investigating. We assess disputed activity using relevant evidence and payment-provider processes; you are not automatically responsible for every unauthorised transaction. Your responsibility depends on your conduct, applicable law and the facts. We remain responsible for our own obligations.

3.4 You may request account closure through help or our support email. Closure does not itself cancel confirmed transactions or a separately agreed recurring arrangement. You may stop recurring arrangements using the disclosed cancellation process. We will provide a way to manage outstanding transactions and claims following closure and retain information only as permitted or required by law.

3.5 We may request proportionate identity or payment verification where reasonably needed for fraud prevention, legal compliance or safe fulfilment. We explain the purpose and collect only necessary information through secure channels. Refusal may prevent the affected request from proceeding, but does not forfeit already paid amounts or statutory rights. The receipt of an identity document is not a guarantee of the person's honesty or suitability.

4 Marketplace and supplier responsibility

4.1 The Vendor is the seller or service supplier. Ulloora does not sell, supply, manufacture, control or guarantee any Vendor's goods or services and is not a party to your contract with the Vendor. On confirmation, you contract directly with the named Vendor for its goods or services, and that contract is between you and the Vendor alone. The Vendor is responsible for its listing, qualifications, licences, safety, quality, fulfilment, consumer guarantees and applicable refunds. Its identity and relevant contact details are provided in the listing or confirmation.

4.2 Ulloora supplies marketplace technology, communication and limited payment and delivery coordination. Ulloora's role is limited to providing the marketplace technology and coordination described in these Terms; it is not the supplier of any Vendor's goods or services. The Platform's listings, checkout, receipts and communications identify the Vendor as the supplier of the relevant goods or services. We do not prepare food, perform Vendor services or physically deliver goods. Vendors and their workers are independent of Ulloora. We remain responsible for our own services, representations, instructions and other obligations under applicable law.

4.3 Internal onboarding checks are risk controls, not a guarantee of continuing compliance, safety, suitability, results or the accuracy of every listing. We do not represent a Vendor as continuously verified or guaranteed safe. Customers may ask Vendors about qualifications, suitability and service scope.

4.4 For delivery problems, the Vendor remains your customer-facing supplier and must provide the remedy required for its supply without waiting for reimbursement from a delivery provider. You may also contact Ulloora for coordination or an exception review. We do not remove responsibility for problems caused by our own conduct.

4.5 For dealings completed outside the Platform, Ulloora does not provide Platform order records, payment administration or its routine remedy workflow for that outside transaction. This does not exclude any responsibility we have for our own conduct or representations.

4.6 Ulloora does not employ, direct or supervise Vendor workers, select their methods, inspect every site or item, or act as a professional adviser, principal contractor, insurer or guarantor. We do not become the supplier merely by transmitting a booking, facilitating payment, communicating a complaint or coordinating a remedy. Any agency is limited to the particular payment, communication or coordination instruction expressly authorised; there is no general authority to bind a Vendor or customer.

4.7 A listing, search position, review or advertisement is not a recommendation or assurance of suitability. Sponsored placements are identified as such. You choose the Vendor and should review the disclosed scope, credentials and conditions. We remain responsible for the accuracy of statements we make ourselves and checks we expressly undertake, including required child-work clearance checks.

4.8 Child-work clearance checks operate as follows, to the extent the relevant verification, monitoring and escalation controls are in place and as required under the separate Vendor Agreement. (a) To the extent required clearance documents are submitted and verified by the Vendor, Ulloora records the outcome of that verification in the Vendor's account; a child-facing listing is not activated until that verification is complete. (b) Where the relevant monitoring controls are in place, Ulloora will prompt the Vendor to renew a clearance before expiry and any child-facing listing will be automatically paused where those controls are active; if a required clearance lapses, the affected child-facing listing is paused until a current clearance is verified and recorded. (c) A safeguarding concern or failed clearance check triggers escalation, including suspension of the affected child-facing activity and preservation of all relevant records, in accordance with Schedule B and the Vendor Agreement. Ulloora's obligations under this clause are subject to the Vendor's enforceable duties to submit, renew and maintain clearances and to cooperate with escalation, as set out in the Vendor Agreement.

4.9 Ulloora does not promise marketplace-wide insurance covering every transaction or that a Vendor insurance claim will succeed. A Vendor remains responsible for maintaining required insurance. Ask the Vendor for relevant evidence for your engagement. Your consumer remedies do not depend on an insurer paying, and an insurance limit is not an automatic limit on your rights.

4.10 Vendor obligations under these Terms and the Vendor Agreement operate as follows, and the steps described below are conditional on the relevant Vendor having signed the matching Vendor Agreement with Ulloora and, where indicated, on those steps being actually available. (a) These Terms bind the customer and Ulloora only and do not impose enforceable obligations on a Vendor. (b) The Vendor's enforceable duties — including to respond to customer requests, to fund and issue refunds for its own supply, to cooperate with Ulloora's review and escalation processes, and to reimburse Ulloora for amounts Ulloora lawfully pays or reasonably incurs on the Vendor's behalf — are set out in the separate Vendor Agreement between Ulloora and that Vendor; those duties are enforceable against a Vendor only to the extent that Vendor has entered into that Vendor Agreement with Ulloora. (c) If a Vendor that has signed the Vendor Agreement fails to respond within the stated period or to fund an approved refund, Ulloora may escalate by suspending the affected listing, holding or recovering connected-account funds to the extent actually available under the payment processor's terms and applicable law, and pursuing the Vendor under the Vendor Agreement. (d) Nothing in this clause limits the customer's statutory rights or remedies under applicable law. Ulloora does not represent that these duties or recovery steps are available for any Vendor that has not signed the Vendor Agreement, and the customer's remedies against a Vendor are as set out in the Vendor Agreement and applicable law.

5 Listings prices and ordering

5.1 Vendors must keep descriptions, availability, service scope, prices and restrictions current. Illustrative images must not materially misrepresent what is supplied. Special requests that affect safe or suitable fulfilment must be resolved before acceptance. Vendor claims remain subject to applicable consumer and advertising laws.

5.2 Checkout shows the item or service price, applicable delivery charge, accepted discounts and total payable, including GST where applicable. Ulloora charges no customer platform fee, customer subscription or tipping amount at launch. Vendors bear payment-processing costs in their pricing; customers must not be charged an undisclosed payment surcharge.

5.3 A Vendor must check availability and ability to fulfil before accepting. Submission is a request, and an automated acknowledgement is not confirmation. A supply contract is formed when Vendor acceptance is communicated through the Platform. Requests may be declined for unavailability, capacity, safety or another legitimate fulfilment reason.

5.4 Immediate food requests expire after 10 minutes without acceptance. Service requests expire after 24 hours or before the requested start time, whichever is earlier. Non-food goods requests expire after one business day. The precise deadline is shown before submission. Unaccepted requests are cancelled automatically and payment holds released.

5.5 You may withdraw an unaccepted request through the Platform cancellation function. After acceptance, category-specific cancellation rules apply. You cannot cancel an accepted food order merely because you change your mind.

5.6 Before acceptance, a material listing or pricing error may be corrected by offering you the correct details for fresh approval or cancelling and releasing or refunding payment. After acceptance, we or the Vendor cannot unilaterally increase the agreed price. Any necessary change requires your express agreement; otherwise applicable cancellation and consumer remedies apply.

5.7 A service listing must make clear whether it is a fixed-price service or an initial consultation or quote. A quote request alone does not authorise the proposed work or a later price. If an inspection or call-out itself costs money, that charge and what it covers must be shown and accepted before booking. The Vendor and customer must agree the final scope and price before additional work starts.

6 Payments receipts and authorisations

6.1 Payments for Vendor supplies are processed through Stripe as direct charges to the Vendor's connected account. The Vendor is the merchant of record for its own supply and is the seller to the customer for that supply. The Vendor issues the receipt or tax invoice for its supply and is the party responsible for refunds of its supply. Ulloora's role in payment processing is limited to providing the Stripe connected-account infrastructure through which the Vendor's charges are processed. Ulloora does not hold customer money in an escrow or bank account. Any integrated delivery fee shown at checkout is the delivery provider's own fee, charged at the provider's exact quoted amount without any Ulloora markup. The delivery provider is the party responsible for that delivery and its fee; where delivery is arranged by the Vendor, the Vendor is the party responsible for that delivery and its fee. Ulloora's role in relation to any integrated delivery fee is limited to facilitating the pass-through of that fee through the payment processor; Ulloora is not the supplier of the delivery. Payment records identify the relevant supplier and charges.

6.2 For an ordinary request requiring acceptance, your payment method is authorised at checkout and captured as part of successful Vendor acceptance and confirmation. An authorisation reserves funds without completing a charge. If capture fails, the request is not represented as a paid confirmed transaction and you and the Vendor are notified to resolve payment before fulfilment. If acceptance fails, the request expires or you withdraw before acceptance, the hold is released; if money was captured in error, it is refunded. Bank release times vary.

6.3 You authorise only the disclosed amount and agreed payment schedule. The Platform must obtain any additional authentication required by the payment provider. If an authorisation expires or cannot support the agreed timing, we request a fresh authorisation or your express approval for an alternative disclosed payment arrangement; we do not silently charge earlier or change the schedule.

6.4 For later sessions, fixed packages and recurring services, the Vendor's displayed policy sets the charges and billing schedule. These must be expressly accepted before the arrangement starts. Permission to save a payment method and charge it for the agreed arrangement is obtained separately and securely. Card details are handled by the payment provider; no authorisation lasts indefinitely.

6.5 If payment fails, we notify you and the Vendor and pause unpaid future sessions or requests until payment is resolved. We do not impose undisclosed late fees or repeat charges outside your approved arrangement. Already paid sessions and accrued statutory rights are unaffected. If a confirmed paid transaction cannot proceed, applicable refund rules apply.

6.6 Tell us about duplicate charges or payment errors through help. Confirmed overcharges are corrected promptly. These Terms do not require you to accept Stripe's merchant account obligations or waive rights to payment- provider or bank dispute processes.

6.7 If you validly owe an amount already authorised under the accepted transaction terms, we or the Vendor may request payment and use lawful recovery processes. You receive an explanation of the amount and can dispute it. We do not add an undisclosed penalty, collection charge or cancellation fee, or take a disputed amount from an unrelated transaction without a valid legal basis.

6.8 A bank dispute or chargeback does not waive your rights and is not by itself misuse. Cooperate honestly with requests for relevant evidence. If a refund and a chargeback both reimburse the same amount, any confirmed duplicate recovery must be corrected through the provider or a notified lawful repayment process; you must not intentionally retain double compensation. We do not debit your card for alleged double recovery without appropriate authority.

7 Availability changes and extra charges

7.1 If an item becomes unavailable after acceptance, the Vendor must promptly notify you through the Platform. You may choose a refund for the affected item and fulfilment of the remainder. If the item is essential to the order or the failure otherwise justifies cancellation, you may cancel the order for a full refund, including the applicable delivery charge. Any partial delivery-fee adjustment reflects the affected supply and your rights.

7.2 No substitution is made without your express approval. The Vendor must disclose the substitute, relevant safety or dietary information and any price difference before approval. You need not accept it.

7.3 For services, additional work, materials or changes require an itemised proposal and your express approval before work or charges. Declining extra work does not remove your rights under the original agreed scope. Any consequence for that original booking must follow its disclosed lawful policy, not an undisclosed charge.

8 Delivery collection and delays

8.1 Available methods may include pickup, Vendor delivery and integrated DoorDash or another provider. The method, delivery area, estimate and fee are shown before checkout. Integrated delivery is charged at the provider's exact quoted fee without a Ulloora markup; that fee is the delivery provider's own fee passed through the payment processor without any Ulloora markup, and Ulloora is not the supplier of the delivery and is not responsible for the delivery provider's delivery performance except to the extent caused by Ulloora's own conduct. Vendor delivery fees are set by the Vendor and disclosed before payment.

8.2 Give an accurate address, contact number and lawful access instructions. Do not enter keys, alarm codes or sensitive property credentials into public messages or general order fields. Agree any necessary secure access arrangement directly with the Vendor. Preparation, delivery and collection times are estimates unless expressly agreed otherwise. Material delay may still give rise to consumer remedies.

8.3 You may expressly request unattended delivery to a nominated safe location where supported. The provider should record delivery evidence and follow your instructions. You should collect goods promptly and follow handling instructions. Leaving goods somewhere you did not authorise, or failing to follow agreed instructions, is not valid fulfilment merely because a delivery status says completed.

8.4 If your incorrect address, lack of access or unavailability prevents delivery and no safe authorised location exists, reasonable contact attempts should be made. Any redelivery proposal and charge must be disclosed and accepted. A voluntary refund may reflect reasonable, evidenced unrecoverable costs actually caused by your failure, without double recovery. No deduction applies to a statutory refund where prohibited. We do not impose an automatic blanket forfeiture.

8.5 For pickup, the Vendor displays a collection deadline appropriate to safe holding before checkout or confirmation where circumstances require an update. Collect promptly, use the required order identification or collection code, and contact the Vendor if delayed. After reasonable contact attempts and expiry of the disclosed safe holding window, food may be disposed of. Where the Vendor properly fulfilled the order and you simply failed to collect it, no change-of-mind refund is offered. Vendor delay, unsafe goods and other statutory remedies remain separate.

8.6 For late food orders, contact the Vendor directly using the Platform communication function. Status notifications and reminders may be automated. No fixed delay automatically cancels an order or guarantees a refund; remedies depend on the circumstances and applicable law. Missing goods, misdelivery, unsafe food or an unresolved delay can be raised through the complaint process.

8.7 For a dispute about delivery or collection, relevant tracking, time stamps, delivery photographs, PIN or QR records and customer messages may be considered together. A status, photograph or code is evidence rather than conclusive proof that goods were correct, safe or received as agreed. Delivery evidence must respect privacy and must not unnecessarily show children or inside private premises.

9 Cancellations refunds and consumer remedies

9.1 Before Vendor acceptance, cancellation, rejection or expiry results in release of the full payment hold or refund of captured money, including delivery charges. If a Vendor cancels or cannot fulfil a confirmed transaction, you receive a full refund for the affected supply and associated charges, or may expressly choose an agreed replacement or rescheduled service. Credit or rescheduling is never compulsory.

9.2 Accepted food orders have no change-of-mind cancellation right. Non-food goods have no voluntary change-of- mind return right. These restrictions must be prominent before checkout and do not apply to remedies for unsafe, faulty, missing, incorrect or misdescribed goods, non-fulfilment or other failures covered by law.

9.3 Service cancellation, no-show, fixed-package and recurring-booking rules vary by Vendor. Only the lawful policy displayed and accepted before booking applies. A fee must be disclosed, proportionate and fairly applied. A blanket exclusion of remedies or an undisclosed charge does not become binding simply because it appears in a Vendor policy.

9.4 Goods supplied to consumers carry applicable guarantees including acceptable quality, fitness for a disclosed purpose and conformity with description. Services carry applicable guarantees including due care and skill, fitness for a disclosed purpose and supply within a reasonable time where no time is fixed. Your remedy depends on the failure and law and may include a refund, replacement, rectification, cancellation, price reduction and compensation for reasonably foreseeable loss. A Vendor cannot insist on credit instead of a refund you are legally entitled to receive.

9.5 Submit routine issues and available evidence through the Platform or contact the Vendor or Ulloora. The Vendor considers the request first and must, to the extent that Vendor has signed the Vendor Agreement, respond within 24 hours. Where a refund is approved, the Vendor, as merchant of record for its supply, must, to the extent that Vendor has signed the Vendor Agreement and that step is actually available under the payment processor's terms and applicable law, issue the refund through the payment processor within two business days, with Ulloora coordinating that process. If no response arrives within 24 hours, or you dispute a decision, you may obtain Ulloora exception review. Safety, fraud, serious misconduct and urgent legal issues may be escalated immediately. These deadlines are not a guarantee that the Vendor will respond or fund the refund. If a Vendor is insolvent, has ceased trading, or its connected account lacks sufficient funds to fund an approved refund, Ulloora will escalate under the Vendor Agreement; the customer's remedies against the Vendor in those circumstances are as set out in the Vendor Agreement and applicable law, and Ulloora does not guarantee to fund the Vendor's refund out of its own money.

9.6 Refunds are issued by the Vendor as merchant of record and return to the original payment method. If that is genuinely unavailable, a lawful alternative is agreed with you. Bank and provider posting times vary. We send confirmation when the refund is submitted. No payment-processing fee is deducted from a refund where this would reduce a required statutory remedy. Partial refunds include associated charges to the extent appropriate and required by law.

9.7 Report food safety issues immediately and other problems as soon as reasonably practicable. Relevant photographs, order details and messages may assist. There is no arbitrary reporting cutoff that extinguishes your statutory rights, and we will not demand impossible evidence or require you to keep unsafe food.

9.8 For returned goods, the Vendor must explain reasonable return or collection arrangements. Where consumer law requires reimbursement of reasonable return costs, the Vendor bears those costs. You should take reasonable care of disputed goods where safe, but do not need original packaging to exercise a statutory remedy. A Vendor may reasonably seek proof of purchase from Platform records; an account suspension or missing paper receipt does not automatically defeat a genuine claim.

10 Conduct fraud and reviews

10.1 Use the Platform lawfully. Do not submit fraudulent requests or refund claims, misuse payment methods, impersonate others, harass staff or workers, discriminate, upload unlawful material, interfere with systems, scrape using unauthorised automated tools, introduce malware, reverse engineer except as law permits, or manipulate promotions or reviews.

10.2 We may investigate suspected misuse and apply proportionate temporary restrictions. We do not automatically decline genuine claims or withhold legally due refunds merely because an account is under investigation. Our recovery rights for customer-caused loss are governed by the customer indemnity below and applicable law. Exercising a refund, complaint or chargeback right honestly is not misconduct.

10.3 Only verified Ulloora transactions may generate public reviews. Reviews must reflect genuine experience, be relevant, respect privacy and not be fake, paid, incentivised without an approved lawful arrangement, or written by a conflicted owner, worker or competitor. We moderate genuine positive and negative reviews consistently. We may remove unlawful, threatening, privacy-breaching, irrelevant or fraudulent content, but not a compliant review solely because it is negative.

10.4 You retain ownership of your content and grant us a non-exclusive, royalty-free licence to host, display and reproduce it for operating and promoting the Platform, subject to privacy permissions. Formatting changes must not materially distort a review. You must have rights to submitted material. Child images and recordings need the specific consent required in the child-service schedule. We retain limited records where needed for law, complaints and evidence.

10.5 Do not publish another person's private contact details, identity documents, payment information, health information or child information in public reviews or listings. Do not use Platform contacts for unsolicited selling, spam, intimidation or unauthorised commercial solicitation. Do not threaten a negative review to obtain a benefit you are not entitled to receive. A genuine complaint or criticism is allowed.

10.6 Report allegedly unlawful or infringing content to admin@ulloora.com.au, identifying the material, your rights, the concern and available evidence. We may temporarily remove or restrict material while assessing a credible report, seek a response and retain evidence. We are not obliged to publish all submitted material or monitor every communication, but must comply with applicable duties.

10.7 Suggestions about Platform features may be used by Ulloora without a payment or confidentiality obligation unless separately agreed. This does not assign ownership of your existing intellectual property or authorise use of private information, child images or confidential third-party material.

11 Promotions referrals and recurring arrangements

11.1 Discount codes and referral offers apply only according to the eligibility, benefit, qualifying transaction, expiry and other restrictions shown before use. Terms disclose minimum spend, category or Vendor limits, combination rules, redemption limits and any delivery exclusions. No promotion authorises hidden charges or misleading pricing.

11.2 Do not create duplicate accounts, self-refer, submit fictitious orders, spam contacts or manipulate rewards. We may decline or reverse an improperly obtained benefit on reasonable evidence and explain the decision. Genuine earned benefits and completed purchases are not retrospectively removed merely because an offer changes. Refund calculations reflect the amount paid and lawful disclosed promotion conditions; no double recovery applies.

11.3 Single bookings, fixed sets of sessions and automatically recurring services may be offered. Before you accept, the Vendor identifies the service, dates or frequency, price or calculation method, billing schedule, duration, renewal trigger, notice requirements, cancellation process and fees. Recurring billing requires your express consent, not a preselected option.

11.4 Recurring charges and cancellation conditions follow the accepted Vendor policy. You can access that policy and cancellation instructions in your account and confirmation email. Notify cancellation using the disclosed channel; do not assume account closure alone stops a separate arrangement. The Vendor must honour valid cancellation and stop charges not authorised by the accepted policy.

11.5 An increase in price for an existing recurring arrangement requires fresh express approval before the higher charge. Confirmed sessions retain the agreed price. If you do not approve, no higher charge is taken; the Vendor may cease future unconfirmed renewals on reasonable notice without cancelling your accrued rights. There are no customer wallets, gift cards or tips at launch; any later feature requires separate disclosed terms and acceptance where needed.

12 Privacy and communications

12.1 Our separately linked Privacy Policy explains collection, use, sharing, security, retention, access, correction, overseas processing where applicable and complaints. Read it before signup. We share only information reasonably needed for fulfilment, payment, delivery, support, safety and lawful reporting with the relevant Vendor, provider or authorised recipient. Privacy acknowledgements do not provide blanket consent for unrelated uses.

12.2 Customers provide detailed health and suitability information for beauty services directly and securely to the Vendor. Food allergy information submitted at checkout is communicated to the relevant food Vendor for the accepted order and must be handled with appropriate confidentiality and any required consent. We do not require unrelated health histories in general checkout.

12.3 Vendors must use customer details obtained through Ulloora only for fulfilment, communications about the transaction, support and lawful recordkeeping. They must not add you to their marketing lists or use that information for their own promotions during the pilot.

12.4 Order confirmations, receipts, reminders, refunds and essential security or contract messages may be sent through email, SMS or the Platform as appropriate. Marketing requires a separate optional unticked opt-in, with channel choices and an easy unsubscribe. Withdrawal does not prevent necessary transactional messages. We comply with applicable privacy and electronic marketing laws.

12.5 Before collecting allergy information or other sensitive information through the Platform, we display a specific collection notice and obtain express consent where required. It identifies the necessary purpose, recipients and consequences if the information is not supplied. General acceptance of these Terms is not a substitute for that consent. You must have authority to provide another person's information; we also obtain that person's consent where required. Sensitive details are not used for unrelated marketing. Allergy information and child-service information collected through the Platform is accessible only to Platform personnel and the relevant Vendor who need it to fulfil the relevant order or booking; it is not used for any other purpose. That information is retained only for as long as is needed for the purpose for which it was collected and any applicable legal or recordkeeping requirement, and is then securely destroyed or de-identified. In the event of a suspected or actual privacy breach involving that information, Ulloora will assess the breach, notify affected individuals and the Office of the Australian Information Commissioner where required by the Privacy Act 1988 (Cth), and take reasonable steps to remediate. Ulloora does not collect allergy or child-service information through the Platform until the collection notice, consent, restricted-access, retention and incident procedures described in this clause are in place and operating.

13 Complaints and disputes

13.1 You may contact either the Vendor or Ulloora. Routine supply complaints are routed to the Vendor through the Platform with automated notifications and the 24-hour response process. Ulloora acknowledges complaints received by it within two business days and aims to resolve them within ten business days. Complex matters may take longer; we provide progress updates. These are support targets, not extensions of a shorter statutory duty.

13.2 Unanswered or disputed requests enter an exception process that may require human review. Automation does not eliminate safety response, legally required reporting or fair consideration of evidence. For immediate danger contact emergency services on 000. Report suspected unsafe food, serious injury, child-safety concerns, fraud or serious misconduct to us promptly; the Vendor response period does not delay urgent escalation.

13.3 We may preserve records and coordinate with relevant authorities, payment providers or insurers as appropriate. Our assessment does not replace a court or regulator decision or determine your bank's dispute rights. You may seek assistance from your state or territory consumer agency, report systemic concerns to the ACCC, or contact the OAIC about privacy. The ACCC does not resolve individual consumer disputes.

13.4 We encourage direct resolution but do not require mandatory arbitration, compulsory paid mediation or a class-action waiver. You may obtain advice, seek urgent relief and use any competent tribunal, court, regulator or dispute scheme available under law.

14 Platform intellectual property and responsibility

14.1 We own or license the Platform software, branding and content other than material owned by users or Vendors. You receive a limited non-exclusive, non-transferable right to use the Platform for permitted transactions. Do not copy protected materials, remove proprietary notices or exploit the Platform without permission, except as law permits.

14.2 Apps obtained through Apple or Google are also subject to their applicable store terms. Your marketplace agreement is with Ulloora, not the store operator. Ulloora provides support for its Platform; store operators have only the obligations required by their applicable terms and law. Nothing here reduces non-excludable app or consumer rights.

14.3 We use reasonable efforts to operate and restore the Platform but do not promise uninterrupted access or the availability of a particular Vendor. Maintenance, security measures, outages and events outside reasonable control may affect use. We communicate material disruption where practicable and preserve remedies for accepted transactions and our own failures.

14.4 Ulloora remains responsible for its own legally actionable conduct, subject to the exclusions and limited cap below. These provisions allocate ordinary contractual risk only and do not transfer a Vendor's supply obligations to Ulloora or remove a legal responsibility we actually have.

14.5 Subject to the protected liabilities below, and only to the extent permitted by law, Ulloora is not liable for loss arising solely from a Vendor's independent supply, a customer's dealings outside the Platform or an independent third party's acts that we did not cause and for which we are not legally responsible. We exclude business profit, anticipated savings, opportunity and other indirect or consequential commercial loss only where it is lawful and fair to do so. A label of indirect or consequential does not exclude reasonably foreseeable compensation required by consumer law.

14.6 For ordinary contractual claims against Ulloora that do not involve a protected liability, our aggregate liability for a single incident or connected series of incidents is limited to the greater of AUD 1,000 and the total price of the affected transaction or transactions. This cap applies only where lawful and fair in the circumstances. A claim cannot be artificially split or combined to defeat the applicable limit.

14.7 Protected liabilities are: consumer guarantees and remedies; liability that cannot lawfully be excluded or limited; fraud, wilful misconduct or gross negligence; death, personal injury or damage to tangible property caused by our negligence; breach of privacy or confidentiality obligations; and infringement of third-party intellectual property rights by us. These liabilities are outside both the monetary cap and the loss exclusions. Amounts already paid that must be refunded, released or corrected are also outside the cap. The cap does not restrict any regulator's powers, mandatory reporting or statutory penalty.

14.8 We do not impose a blanket repair-or-resupply restriction on consumer remedies for personal, domestic or household supplies. Nothing here guarantees that a contractual limitation will be enforceable in every case. Both you and Ulloora must take reasonable steps to avoid preventable loss, without delaying urgent safety measures or lawful remedies.

14.9 External links, maps, third-party advertisements and separately accessed services may have their own terms and privacy practices. A link does not itself mean endorsement. We are not responsible for independently controlled external content merely because it is linked, but remain responsible for our own misleading representations, negligent integration or other legally actionable conduct. Necessary integrated fulfilment is still governed by the transaction promises we make.

14.10 You supply a compatible device and internet access and bear your own ordinary network charges. Keep devices and software reasonably secure. Availability may depend on app updates and third-party systems. We do not guarantee every device will work, but this does not remove our duty to provide our services with due care and skill.

14.11 For an Apple-sourced application, the licence is between you and Ulloora, not Apple. Apple has no obligation to provide app maintenance or support; applicable warranty and purchase-price refund processes remain subject to Apple's terms and law. Ulloora addresses claims about its application and content. Apple and its subsidiaries may enforce applicable Apple-specific licence provisions as third-party beneficiaries. Required app-store licence terms apply only to that licence and do not override your non-excludable marketplace rights.

15 Suspension changes and general terms

15.1 We may proportionately restrict or suspend an account or affected activity for a material breach, credible fraud or safety risk, compromise, legal requirement or serious misuse. Where a remediable breach presents no urgent risk, we give reasons and a reasonable opportunity to remedy it. Immediate protective action may be required for urgent cases. You may request reconsideration through support.

15.2 Restriction or termination does not extinguish accrued claims, lawfully due refunds or rights relating to confirmed transactions. We cancel unaccepted requests and release holds. Paid confirmed transactions are fulfilled where safe and lawful, or handled under the relevant cancellation and refund rules. A suspension is not an automatic forfeiture of money.

15.3 We may update these Terms for changes in services, law or operations. Updated terms are presented in a login popup showing the version and material changes and require fresh express acceptance before new transactions. There is no standard advance-notice period. Changes apply prospectively, not to already confirmed transactions or the accepted policies for an existing recurring arrangement without further agreement. We give any notice required by law or an existing agreement.

15.4 If you decline updated terms, new purchases or bookings may be unavailable, but you can manage existing transactions, stop recurring arrangements, obtain accepted copies and seek support or remedies. We retain an accessible version history and acceptance records. Continued login alone is not express acceptance.

15.5 These Terms are governed by NSW and Commonwealth law, subject to mandatory laws in the relevant location. NSW courts have non-exclusive jurisdiction; you retain access to any competent court or tribunal and local mandatory protections.

15.6 These Terms and disclosed accepted transaction conditions form the agreement on their subject matter, without excluding actionable representations or statutory rights. Invalid provisions are read down or severed. Failure to enforce a right does not itself waive it. We may transfer the marketplace to a genuine business successor that assumes our obligations, on notice without materially reducing your rights. You may not transfer an account without our consent, which will not be unreasonably withheld where appropriate.

15.7 Events outside reasonable control may excuse genuinely prevented performance only to the extent law permits, with reasonable mitigation. They do not remove accrued refunds, payment obligations, privacy or safety duties, or consumer remedies. Formal customer notices go to your registered email or account; failed electronic delivery is not treated as successful receipt. Send notices to admin@ulloora.com.au.

16 Customer indemnity and claim handling

16.1 To the extent lawful and fair, you indemnify Ulloora for reasonable, evidenced loss, liability and defence costs it actually incurs as a direct result of a third-party claim caused by your fraud or deliberate unlawful conduct; your negligent act that causes personal injury or property damage; your material breach of these Terms; or content you submit that infringes another person's intellectual property, privacy or confidentiality rights. A good-faith complaint, lawful review, ordinary authorised use, or exercise of a consumer remedy does not trigger this indemnity.

16.2 The indemnity applies only to the extent you caused or contributed to the claim. It is reduced for contributions by Ulloora, a Vendor, a delivery provider or another person. It excludes loss caused by Ulloora's breach, negligence, fraud or wilful misconduct and liabilities that cannot lawfully be transferred to you. We cannot recover a fine or penalty where indemnification is prohibited, or obtain double recovery from you, insurance or another source.

16.3 We give reasonably prompt written notice of the claim, the grounds and relevant evidence, subject to lawful confidentiality. We take reasonable steps to mitigate loss, let you participate in the response and consider your information in good faith. You provide reasonable assistance at our reasonable cost unless separately agreed. Legal costs must be reasonable and reasonably necessary.

16.4 This customer indemnity does not extend to, and nothing in this clause 16 covers, claims arising from a Vendor's goods, services, acts or omissions. Without limiting that, the indemnity does not apply to claims for personal injury, unsafe or non-compliant products, or regulatory claims made against Ulloora in its capacity as marketplace operator, where those claims arise from a Vendor's conduct or supply. (a) Ulloora's protection against Vendor-caused claims is provided by the indemnity, insurance and cooperation obligations in the separate Vendor Agreement between Ulloora and that Vendor. (b) Ulloora maintains its own public liability and professional indemnity insurance appropriate to its role as a marketplace operator. (c) Nothing in these Terms transfers, limits or excludes Ulloora's own legal duties or liabilities to the customer or any third party.

16.5 We do not settle a claim in a way that requires you to admit fault, accept a non-monetary obligation or pay an amount without your consent, which must not be unreasonably withheld for a reasonable settlement. We may take urgent protective action or respond to a regulator where required, but that does not establish your final liability. A contested indemnity demand follows the dispute process; we do not automatically debit your payment method.

16.5 For claims caused by a material contractual breach without fraud, deliberate unlawful conduct, personal injury, property damage or infringement of another person's rights, your aggregate indemnity liability for a single incident or connected series is limited to the greater of AUD 1,000 and the total price of the affected transactions. All claims still require proof of causation, reasonableness and legal entitlement. This indemnity survives closure only for conduct during your use of the Platform.

Schedule A Food and beverage

Food Vendors, including compliant home-based businesses, must operate within applicable food-business and premises requirements and supply safe, correctly described and labelled food. Listings must disclose applicable allergens and keep special dietary claims accurate. Alcohol is prohibited at launch.

Enter allergies and essential dietary requirements in the dedicated checkout fields. The Vendor must expressly confirm it can fulfil those requirements before accepting. If it cannot safely do so, it must reject the order. Silence or a generic acknowledgement is not confirmation of suitability. Do not order or consume an item where suitability remains uncertain. This process does not transfer the Vendor's food-safety obligations to you.

Do not consume suspected unsafe food. Preserve relevant evidence where safe and report immediately. Follow storage, reheating and use-by instructions after receipt. Recall notifications may be sent urgently, and you should follow lawful recall instructions. Customer handling does not excuse unsafe supply.

The food no-change-of-mind rule, availability remedies and delivery and pickup rules in the core Terms apply. No unapproved substitution may alter allergy or dietary requirements.

Schedule B Tutoring and child related services

The adult booking must be a parent or guardian or have their authority. Consent is recorded for each booking; a fixed series must identify each included session and arrangements. Provide only information reasonably needed for safe delivery and emergency contact. Tell the Vendor about relevant support needs.

Child-facing providers must meet applicable clearance, suitability and safeguarding requirements. Clearances are screening measures, not guarantees of safety. Communications use approved channels with parent or guardian visibility. Unauthorised private messaging or social-media contact with children is prohibited.

In-person sessions without parental attendance require specific written parental consent, required verified clearances and approved safeguards. General acceptance is insufficient. Tutors must not transport children in connection with a booking.

Photography, audio or video recording, publication or use of a child's image or voice requires separate specific written parental consent describing the purpose. A booking does not automatically authorise recording. Online- session technical and supervision requirements must be disclosed before booking.

Report safeguarding concerns immediately. Ulloora may restrict child-facing activity, preserve evidence and support required reports. Precautionary suspension is not a finding of guilt. Tutoring does not guarantee grades or admission and must not facilitate cheating or completion of assessed work for a student.

Schedule C Beauty and personal care

Only approved non-medical and non-invasive services are permitted at launch. Cosmetic injections, prescription treatment, medical diagnosis, AHPRA-regulated treatment, tattooing, piercing, microneedling and other skin- penetration services are excluded.

The Vendor must explain the treatment, relevant risks, suitability, aftercare and any patch-test requirements and obtain informed consent. Disclose relevant allergies, conditions and contraindications directly to the Vendor before treatment. If suitability cannot be established, the service should not proceed; cancellation and refund consequences depend on the facts and applicable rights.

Services for a child require service-specific written parental consent and compliance with applicable age restrictions. Mobile services also follow the home-access rules. Outcomes vary, but this does not excuse a failure to provide due care and skill or a misrepresented result. Report serious reactions promptly and obtain medical help when necessary.

Schedule D Home and property services

Agree the scope, location, access, quote and required materials before booking. Vendors must hold the licences and insurance legally required for regulated work and provide applicable statutory contracts or disclosures. Platform acceptance does not replace a mandatory building or trade contract.

Provide lawful authorised access and disclose known hazards, pets, restrictions and relevant site conditions. Vendors must assess risks, protect property and may pause unsafe work. Additional costs require prior disclosure and approval; pausing unsafe work does not automatically entitle a Vendor to retain all payments.

Agree secure access arrangements directly; Ulloora does not receive or store keys, alarm codes or access credentials. A scope or price variation must be expressly agreed and meet any statutory written-variation requirement. Ulloora does not authorise off-platform variations.

Asbestos, hazardous-material, confined-space and comparable high-risk work are excluded at launch. Report damage or suspected theft promptly and preserve available evidence. Vendor subcontractors remain subject to applicable requirements.

Schedule E Agriculture and general products

Goods must meet applicable safety, labelling, authenticity and information standards. Plant and seed sales and delivery must meet applicable biosecurity and quarantine restrictions. A Vendor may reject an unlawful delivery destination before acceptance.

Live animals and livestock, agricultural chemicals, pesticides, herbicides, veterinary products, electrical goods, children's products and toys are excluded at launch. Ordinary compliant cosmetics are permitted; medicines and products making medicinal or therapeutic claims are not. Food-category products remain subject to applicable food rules.

Alcohol, tobacco, vapes, illegal drugs, weapons, unsupported dangerous or age-restricted goods, counterfeits, recalled or banned goods and unlawful products are prohibited. Product warranties do not replace consumer guarantees. Ulloora operates the following recall and product-safety process:

No change-of-mind returns are offered. For faulty, unsafe, incorrect or misdescribed goods, contact the Vendor or Ulloora for the legally appropriate remedy. Return arrangements must be safe and reasonable, and costs must follow applicable law. Do not send hazardous or recalled goods through ordinary post without instructions.

Online acceptance wording

Signup checkbox: I confirm I am at least 18 years old and have read and agree to the Ulloora Customer Terms and Conditions, including applicable category rules. I acknowledge the separately linked Privacy Policy.

Checkout checkbox: I have read and agree to the Ulloora Customer Terms and Conditions and the category rules and Vendor policies displayed for this order or booking, including its total price, cancellation and any recurring payment conditions. Where I book for a child or another person, I confirm my authority and the required consent.

The checkbox is unticked by default. Required recurring-payment authority, allergy suitability confirmation and specific child-service consents are shown separately when applicable. Marketing consent is optional and separate. The checkout button clearly indicates the purchase or booking commitment; acceptance records identify the version and transaction policies presented.