Service Lead Pro Independent Provider Agreement

1 About this Agreement

This Independent Provider Agreement is between your identified provider business and Cost Comparison Pty Ltd (ABN 60 655 338 284), trading as Service Lead Pro, referred to as “we”, “us” and “our”. We operate bondcleaners.au. In this Agreement, “you”, “your”, “Cleaner” and “provider” refer to the identified independent service business, including a pest provider where applicable.

• Service Lead Pro is our cleaning marketplace.
• The domain bondcleaners.au is our customer-facing website for enquiries and bookings. References to the website identify this service channel; the company identified above is the contracting platform operator.
• Assistora is the booking and management platform we use for Quotes, Bookings, Cleaner onboarding, Job offers, messages, records and payments. It includes the Customer and Cleaner Portals.
• Stripe processes card payments and verifies Cleaners' identity for us.

When this Agreement applies. This Agreement governs your application, provider account, use of Assistora as a provider, Job offers and accepted Jobs, and our related marketplace and agency services. We make it available before you accept it. Customers accept a separate Customer Terms document; the service obligations you accept for each Job are explained in section 8.

How you accept this Agreement. You expressly accept this Agreement before completing Assistora account registration. Existing providers expressly accept updated versions in the portal before receiving or accepting new Job offers from the update’s effective date, as explained in section 19. We record the version and date and time of acceptance. If you act for a business, you confirm your authority to bind it.

Which version applies. Each Job retains the Provider Agreement version you accepted for it and the Customer Terms version identified in the offer for the Customer’s existing request. A later payment, payout, login or acceptance of updated account terms does not change an existing Job automatically. The accepted Quote and Job snapshot preserve its scope, Customer rights and pricing. Section 19 explains changes for future transactions.

2 How the marketplace works

Cleaners supply the services; we arrange them. Each Job is supplied by an independent cleaning or pest management business with its own ABN. Its workers or subcontractors may perform the work on its behalf. Your agreement with us covers our marketplace services. The contract to supply the booked service forms between the Customer and the identified Cleaner when that Cleaner accepts the Job. It incorporates the accepted Quote, the applicable service obligations in the Customer Terms version identified in the offer and any approved variation.

Pending and confirmed bookings. After accepting a Quote and saving a payment method, the Customer has a Booking request awaiting Cleaner confirmation. We confirm the Booking only when a Cleaner accepts, identify the assigned provider and notify the final total under Customer Terms section 5. Date and time requests remain subject to availability until confirmed. Customer Terms section 10 explains confirmation deadlines and free cancellation before acceptance.

Our role. We run the marketplace and act as the Cleaner's agent to:

• prepare Quotes and receive Booking requests;
• offer Jobs to suitable Cleaners;
• collect payment and issue invoices on the Cleaner's behalf;
• coordinate service rectification, support and disputes.

We must provide these services with due care and skill.

Independent businesses. Each Cleaner decides whether to accept Jobs and runs its own business, within the standards in this Agreement. The parties intend an independent contractor relationship. Nothing in this Agreement overrides the legal classification of a working relationship or obligations imposed by law.

Work opportunities.

• We don't guarantee any Cleaner a minimum number of Jobs, hours or income, or ongoing work.

3 Statutory rights and supplier obligations

Your protected rights. Nothing in this Agreement excludes, restricts or modifies a right or remedy either party has under the Australian Consumer Law (ACL) or another law that cannot lawfully be excluded. This includes applicable protections against unfair terms in standard form small business contracts. If your business acquires our marketplace services as a consumer under the ACL, its applicable consumer guarantees and remedies are also preserved. A business or independent contractor label does not remove those rights.

Your obligations as supplier. You are the supplier of the cleaning, carpet or pest service you accept for the Customer. You must comply with the consumer guarantees applying to that supply, including due care and skill, reasonable fitness for a purpose or result made known where the ACL requires it, and supply within a reasonable time where no time is agreed. You must provide any rectification, refund, cancellation remedy or compensation required by law. The additional seven-day support period does not shorten statutory rights, and receiving only a net payout does not reduce your obligations as supplier.

Our separate obligations. We remain responsible for our marketplace and agency services, our own representations and support promises, and any other obligations imposed on us by law. Sections 8 and 11 explain the Customer Terms obligations you accept for each Job. Our coordination of a claim does not transfer all responsibility to either party or remove the Customer’s rights against a responsible business.

4 Accounts communications and conduct

Accurate information. Give us true, complete and current information, and update it when it changes. Keep your login details secure, and tell us promptly if you think someone else has used your account.

Messages from us. We send operational messages by email, SMS, phone and Assistora, including the Cleaner Portal. They cover onboarding, verification, Job offers, scheduling, access, payments, rectification, account reviews and disputes. We send messages reasonably necessary to administer your application, account or accepted Jobs. Marketing messages require your consent and you can unsubscribe from marketing at any time.

Reviews and business information. You must not create, arrange or pay for fake or misleading reviews, or pressure a Customer to withdraw a genuine review. You may respond professionally or ask us to review demonstrably false content or a disclosure of personal information. We do not remove reviews merely because they are negative. Any business statistics we publish must be based on our records, and we correct identified errors.

Conduct. Treat Customers, Cleaners and our staff with respect. You must not:

• harass, threaten, abuse or discriminate against anyone;
• give false information, impersonate anyone, or post fake reviews;
• arrange or pay for a Job outside our platform to avoid our fees (section 10);
• misuse, hack, scrape or interfere with Assistora or our websites.

What we may do. We may take reasonable, proportionate action for a breach, including a warning, content removal or an account restriction, following section 14 where applicable. Any reassignment or cancellation must respect the Customer’s existing rights. Financial recovery is subject to sections 12, 13 and 15 and applicable law; a restriction does not prevent access needed to resolve existing payments or disputes.

5 Joining and approval

Your provider business. This Agreement applies to the identified independent business supplying the Job. It may be an individual sole trader, company or other legally recognised business arrangement with the responsible contracting person or persons identified. A team label alone is not the contracting party. You expressly accept the Agreement before completing Assistora account registration. If acting for a business, you confirm your authority to bind it and ensure its workers and subcontractors comply with applicable obligations.

Onboarding. You apply online through Assistora:

1. Review and expressly accept this Independent Provider Agreement before completing account registration.
2. Complete account creation, verify your email and set a password.
3. Add your profile, services and experience, service area and travel radius, and availability.
4. Add your business details: ABN, legal and business name, GST status, and company, director or authorised representative details where relevant.
5. Upload the documents we ask for, including your insurance certificate and any licences for the services you want to offer.
6. Complete the identity verification described in the onboarding notice, including separate consent before any biometric check under the process below.
7. Wait for our review and approval.

Approval. We decide whether to approve your account and which services you're approved for. Before approval you may see demo or limited features, but you can't receive or accept real Jobs.

Identity and business checks. We use Stripe Identity to verify the relevant account holder or authorised representative. Before the check, we explain the method, required information and how the verification result we record and the limited access authorised staff may have to verification details in Stripe are handled (section 16). We check your ABN and business details separately through an official government service or manually. A pending or review-required result is not a finding of fraud and does not by itself reject or suspend you; we may ask for more information.

Biometric verification consent. Our Stripe Identity check uses a selfie matched automatically to an identity document and involves biometric information. Before that check starts, the individual being verified must receive the collection notice and give separate, informed, express consent to the described collection and use by Stripe and any relevant handling by us. Accepting this Agreement is not that consent, and a business representative cannot give another individual’s biometric consent for them. The notice must explain purposes, access, disclosure, retention, deletion and how to withdraw consent for future processing. If the individual declines, they may contact us to discuss a reasonable alternative verification method; any pause in approval must be explained and must comply with applicable law. Section 16 and the Privacy Policy address related information handling. This notice and consent may be given through Stripe’s verification screens, together with our Privacy Policy.

Keep your details current. Tell us promptly if your business details, GST status, insurance or licences change.

Updated agreements. We notify existing Cleaners of new versions and request express acceptance through Assistora under section 19. Account creation, a login or a payout does not by itself constitute acceptance of updated terms. Existing Jobs and access needed to manage them remain protected as set out there.

6 Independent contractor relationship

Independent contractor relationship. The parties intend that you operate an independent business, not as our employee or partner. The actual relationship and applicable law determine legal status; this clause does not remove employment, superannuation or other obligations imposed by law.

Your choices. You decide:

• whether to accept or decline any Job offer;
• your general availability and service area;
• how you perform the work, within the accepted scope and the standards in this Agreement;
• whether to work through other platforms or for your own clients — except Customers you met through us (section 10).

No guaranteed work. Approval doesn't guarantee a minimum number of hours or Jobs, a minimum income, or ongoing work. We offer Jobs based on factors such as location, approved services, availability and operational needs.

Your team. If you use workers or subcontractors, you're responsible for them — including their pay, superannuation, insurance, conduct and the quality of their work. Anyone who attends a Job must be properly trained, entitled to work in Australia, and licensed where the work requires it.

Tax and superannuation. You are responsible for your own tax, GST and superannuation obligations to the extent the law places those obligations on you. We meet any withholding, superannuation or other obligation the law places on us. Holding an ABN does not by itself determine worker status.

7 Insurance licences and compliance

Public liability insurance. Hold public liability cover of at least $5 million for any one occurrence with an insurer authorised to provide the cover in Australia, covering the work you perform through us. Upload a certificate before approval and at renewal. If current cover is not demonstrated, we ask for renewal evidence and pause new offers while it is unverified. You must demonstrate valid cover before performing an accepted Job. If you cannot, we offer the Customer a replacement or full refund under Customer Terms section 10. An expired certificate alone is not a finding of misconduct.

Pest control cover. Before accepting pest work, demonstrate that the required public liability policy covers the pest-control activities you will perform, including pesticide application and any separately booked flea treatment. Provide the schedule, relevant endorsements or written insurer or broker confirmation where a certificate alone does not establish this cover. A policy excluding the proposed pest work does not satisfy this requirement. Tell us promptly of any exclusion, lapse or change affecting accepted work.

Licences. Hold the licence and authorisations required for the work in the state or territory where it is performed. We verify approval for pest control and flea treatment before offering that work. In Queensland, applicable pest work requires a current pest management licence, subject to lawful trainee supervision arrangements. Tell us immediately of a lapse, suspension or changed condition. Follow product directions and provide required treatment advice and records.

Workers' compensation. If you employ workers, you must hold the workers' compensation insurance your state requires.

Following the law. You must comply with all laws that apply to your business and your work, including work health and safety, chemical handling, privacy, tax and anti-discrimination laws.

8 Job offers and acceptance

Approved services only. The services you choose during onboarding show your interests; they aren't approval. You'll only be offered Jobs for services we've approved you for.

Availability and service area. You control your general availability and service area in Assistora and must keep them reasonably up to date. Setting your availability doesn't guarantee Jobs.

Reviewing an offer. Each offer shows the service, scope, checklist or treatment details, scheduled time, general location, Customer total, applicable service GST, agreed Cleaner share, Platform fee including its GST, any GST replacement commission adjustment, and your final payout before any separately justified deductions. Review these details and the applicable Customer service commitments before accepting. Any negotiated change is recorded in the offer before acceptance. Assistora tells you when detailed contact and access information will be released, sufficiently early to prepare for the Job. Where the Job may be first confirmed, or confirmed as a replacement after the previous Cleaner cancels or is removed without Customer fault, inside 48 hours, the offer also explains the late-confirmation free-cancellation rules and early-start requirements in Customer Terms section 10. If the scheduled start may fall within the Customer’s free-cancellation period, the offer prominently explains the deadline calculation, shows a projected deadline or an actual deadline where already known, states whether early-start consent has been recorded, and discloses the risk of cancellation or rescheduling without a cancellation, call-out or reserved-time payment to you under section 9. We send you the actual deadline once the confirmation notice is sent and any later correction promptly. You can decline that offer without an acceptance penalty. Offers are also subject to the effective-date, acceptance and transition requirements in section 19.

Accepting an offer. Acceptance forms the service agreement with the Customer described in section 2. You agree to the recorded Job scope, checklist, timing and earnings, and the applicable Customer rights. The platform acts as your disclosed agent for arranging and administering that Job, collecting payment and issuing invoices. Later catalogue changes do not alter the accepted Job. Any change to your work or earnings must be agreed with you, and changes requiring Customer approval must also be approved by the Customer.

Customer Terms and service obligations. Before you accept, the offer identifies and makes available the version of the Customer Terms applying to that Customer’s request, together with the accepted Quote and Job snapshot. You agree to the service-provider obligations and Customer rights in those records, including scope, GST pricing, variations, cancellation, early starts, access, rectification and damage handling. References in this Agreement to Customer Terms sections identify the corresponding provisions of that recorded version, or the equivalent provision identified in the offer if its numbering differs. We preserve that version with the Job; a later publication does not replace it. This Agreement governs your separate commercial relationship with us and cannot reduce the Customer’s existing rights.

If you cannot perform an accepted Job. Tell us through Assistora as early as possible. We ask the Customer whether they want a replacement or refund. A failure for which you are responsible may result in reasonable, evidenced recovery under section 13, rather than an automatic fixed adjustment. A later free cancellation of a replacement does not itself establish your liability or make the full lost booking price recoverable. Any claim must satisfy the evidence, causation, mitigation, proportionality and recovery exceptions in sections 12, 13 and 15.

9 Performing a Job

On every Job, you must:

• arrive on time, and tell the Customer and us through Assistora as soon as you know you'll be late;
• follow the access instructions, and keep keys, codes and lockboxes secure;
• complete the full scope and checklist in the accepted Job snapshot to a reasonable professional standard;
• upload the before, after and completion photos or other evidence reasonably requested, and accurately record any agreed exclusions or unfinished work;
• report straight away anything that stops you completing the Job, such as no access, hazards or extra work;
• use suitable, well-maintained equipment and products appropriate for the agreed work, following label directions and applicable requirements;
• use only qualified people for the work, and licensed people where the law requires it.

Variations and access problems. Follow Customer Terms sections 9 and 10. You may propose variations through Assistora with our support, but extra work starts only after express Customer approval and successful extra payment. Contact our team promptly about disputed or unanswered proposals. Complete the full original scope where reasonably possible; a reduced scope requires separate Customer agreement. The variation decision period is 30 minutes as set out in Customer Terms section 9, with a longer wait only if you agree. For access problems, follow the separate 30-minute contact procedure in Customer Terms section 10. Notify our team and the Customer before leaving where practicable. Our team decides any justified call-out charge.

Late confirmations and early starts. Follow Customer Terms section 10. The Customer has two free-cancellation hours counted only between 8 am and 7 pm daily in the property’s local time if the first confirmation notice, or a replacement confirmation after the previous Cleaner cancels or is removed without Customer fault, is sent less than 48 hours before the agreed service time. Each qualifying replacement confirmation starts a fresh period. Early-start consent for the previous Cleaner does not transfer; fresh express consent for the replacement is required. The recorded deadline must reflect any failed-notification correction required by the Customer Terms. If the scheduled start is earlier than that deadline, our confirmation message requests the Customer’s express agreement to early attendance and to the free period ending when work actually starts. We record and share the response before you attend. Silence, card saving and the original requested time are not consent.

Risk of a late-confirmed slot. These rules apply to both first and qualifying replacement confirmations. Do not attend before the recorded free-cancellation deadline unless we have recorded the Customer’s express early-start agreement. If consent is not given, we offer the Customer rescheduling or free cancellation. You may therefore lose that slot without service earnings or a cancellation, call-out or reserved-time payment; the offer must disclose this before you accept. A valid free cancellation, including one before agreed early work actually starts, produces no fee receipt to share. Arrival or access difficulty does not end the free period. Record the actual start accurately. This allocation of the disclosed cancellation risk does not exclude a claim arising from our separate breach, incorrect instructions or negligence, or any non-excludable right.

Unsafe or abusive conditions. You may stop or refuse work and leave immediately where needed for safety. Notify us as soon as practicable. No service-failure cost recovery applies for a justified safety refusal, inability to obtain access or Customer non-payment, unless a separate failure by you caused the relevant loss.

Conduct. At a Job, you and your team must not use offensive language, be affected by alcohol or drugs, smoke or vape on the property, or leave belongings behind.

No direct payments. Don't ask for or accept payment directly from a Customer. If a Customer pays you in cash for a Booking, tell us and pay it to us within 24 hours.

10 Customer information

Use it only for the Job. Customer names, addresses, contact and access details are personal information. You may use them only to perform the Job they were provided for, including any service rectification.

Limited access. Assistora releases Customer contact and access details for accepted Jobs at the time shown to you, sufficiently early to prepare for the Job. You must protect that information and use it only for authorised service purposes.

Don't keep or share it. You must not:

• copy, screenshot, download or keep Customer information outside Assistora, except as needed to do the Job;
• share it with anyone who isn't working on the Job;
• use information obtained through Assistora for unrelated marketing or private work outside the permitted service purpose.

Customers introduced through us. For six months after your last platform Job for a Customer introduced to you by us, you must not arrange or accept cleaning or related services directly from that Customer to bypass the platform. This restriction is intended to protect customer introductions and relationships generated through our business and applies only to the extent enforceable by law.

Pre-existing customers. The restriction does not prevent you continuing a genuine customer relationship that existed before our introduction, where you can reasonably demonstrate it. Tell us promptly, preferably before accepting, and provide reasonable evidence if requested, such as an earlier invoice or booking message with unrelated information removed. The current platform Job, its payment and rectification must still be handled through Assistora. The exception permits separate future work arising from the earlier relationship; it does not permit diversion of the existing platform Booking.

Loss caused by a breach. Where the restriction is enforceable and breached, we may seek only reasonable, evidenced loss caused by that breach, accounting for costs avoided and other recoveries. We explain the calculation and give you a reasonable opportunity to respond. There is no automatic fine or assumed entitlement to the entire private service price. A disputed claim remains subject to the parties’ legal rights.

If information is lost or misused. Tell us immediately if Customer information is lost, stolen or misused, or if you think it might have been.

11 Service rectification

Your rectification obligations. For a valid request under Customer Terms section 11, rectify failures in your agreed service at no further charge to the Customer. This includes eligible bond and end-of-lease cleaning and carpet or pest work booked for those purposes, including standalone bookings. A request reported within seven days remains eligible if the return service happens later. Cleaning returns are normally arranged within 48 hours where practicable; pest rectification must follow licensed assessment, product directions and safe timing. These obligations do not limit further rectification or remedies required by law.

The additional support does not automatically include:

• work outside the original scope or checklist;
• new damage, marks or mess after you finished;
• requirements added later by the Customer, agent or landlord;
• areas you could not access because of a Customer responsibility, subject to any refund or completion obligation under Customer Terms sections 9 and 11.

Disagreement or inability to return. Give us your reasons and evidence promptly if you dispute a request. We consider your response before deciding a deduction. If you cannot return within a reasonable time, tell us immediately. We discuss an alternative provider or appropriate refund with the Customer, taking account of deadlines and legal rights. Reasonable costs and refunds attributable to your service failure may be recovered under sections 12 and 13. Costs attributable to our own error are borne by us. We do not recover the same loss twice.

12 Earnings payouts and invoices

Earnings and Platform fee. Your ordinary Cleaner share is a guaranteed minimum of 50% and may be agreed up to 80% during onboarding or for a particular Job. Each offer must record a percentage within that range before you accept. A job-specific percentage agreed within that range overrides your onboarding percentage. The ordinary Platform fee is the remaining 20% to 50%. It pays for marketing, booking, payment handling and support. We do not reduce an accepted Job’s percentage without your agreement or below the 50% minimum. Approved variations record the revised Customer total and agreed earnings. The separately recorded GST replacement adjustment below can increase your final payout beyond the ordinary percentage calculation.

Calculation on the full amount. The agreed ordinary Platform fee percentage applies to the full Customer amount collected for the Job, including any service GST. The resulting Platform fee already includes GST on our commission; we do not add another GST amount on top of that fee. You receive the balance, plus any separately recorded GST replacement adjustment and before separately justified deductions. The percentage is an allocation of receipts, not a guarantee of after-tax income or profit.

Commission examples. At a 40% Platform fee, a $100 base estimate supplied by a GST-registered Cleaner produces a $110 Customer payment: our fee is $44, including $4 GST on our fee, and the Cleaner payout is $66. If the Cleaner is not GST registered, the Customer pays $100: our fee is $40, including $3.64 GST on our fee after rounding, and the Cleaner payout is $60. These are payment allocations before each party accounts for its own tax obligations.

GST adjustment for a replacement Cleaner. If a GST-registered Cleaner replaces one who was not registered, the Customer’s agreed total does not increase solely because of the replacement. For the unchanged scope, we calculate the replacement payout using the agreed Cleaner percentage of the amount that would have been payable if applicable service GST had been added to the original non-GST total. We fund the difference by reducing our GST-inclusive Platform fee. Before acceptance, the replacement offer shows the unchanged Customer total, the GST actually included in it, the ordinary percentage calculation, the commission reduction, the adjusted Platform fee and its GST, and your final payout. This adjustment does not change the Customer’s invoice into a higher amount or guarantee your after-tax outcome.

Replacement example. A $100 non-GST Booking is reassigned to a GST-registered Cleaner at a 60% ordinary Cleaner share. The Customer still pays $100. The replacement payout is $66, being 60% of the $110 amount that would otherwise apply. Our ordinary $40 commission is reduced by $6 to $34. The actual Customer tax invoice is $100 including $9.09 GST; our separate commission invoice is $34 including $3.09 GST, subject to rounding. There is no $110 Customer charge or separate subsidy payment. Any input tax credit depends on the Cleaner’s eligibility and records.

Cancellation and call-out receipts. We apply the same agreed ordinary Job percentages to the full cancellation or call-out fee collected, including any applicable GST. Our retained commission includes its own GST, and the balance is the Cleaner’s share. Where no service is completed, that share enters the next scheduled Friday payout run after the fee is collected and confirmed properly payable, with the same public-holiday deferral described below. No seven-day service-completion wait applies to those fee-only receipts. A justified dispute hold affects only the reasonable amount in dispute. The record shows the fee collected, percentages, commission and its GST, Cleaner share and expected release date. No share is payable from a fee that is waived, refunded or not collected. We do not apply the Job split to a separate recovery for service failure under section 13. The service-price GST replacement adjustment does not automatically apply to a cancellation or call-out receipt. No fee share arises from a Customer cancellation that is free under the applicable Customer Terms.

How payment flows.

1. The Customer saves a payment method without a charge or hold for the service amount, although the bank may show a temporary card-verification authorisation. Once you accept, the service total is collected 48 hours before the service, or following acceptance and notification of the final total if less than 48 hours remain. A first confirmation, or a replacement confirmation after the previous Cleaner cancels or is removed without Customer fault, sent inside 48 hours is subject to the Customer’s free-cancellation period in Customer Terms section 10; a valid cancellation requires a full service-payment refund. We do not collect the service price a second time merely because a provider is replaced.
2. We hold the money in a separate company account. It isn't a trust or escrow account.
3. Once the full seven days after actual service completion have elapsed, eligible earnings enter the next Friday payout run at 5 pm Brisbane time, AEST (UTC+10), year-round. A Friday completion qualifies the following Friday only if the full seven days have elapsed before that run; otherwise it qualifies the next Friday. If the scheduled Friday is a public holiday in Brisbane, that run is released at 5 pm on the next Brisbane business day. Eligibility is still assessed at the original Friday cut-off, so the holiday delay does not bring later-completing Jobs into that run. Assistora shows the adjusted expected release date. Bank processing may add time after release.
4. If a complaint, rectification request or chargeback requires investigation, we hold only a reasonable amount connected to the disputed work or potential justified liability. The full payout may be held where the whole service is genuinely in dispute. Undisputed amounts are released on the normal schedule. We explain the hold, review it without unnecessary delay and give updates and the next review date while it continues.

Reporting period and payout release. The seven-day period runs from actual completion of the relevant service, not from invoice generation or evidence upload. Timely reported issues are assessed before affected funds are released. Bank processing time is separate from our scheduled release time.

Payout requirements. Keep valid payout details and provide completion evidence promptly, so completion can be verified. Reasonable fraud, legal or compliance checks may delay a payout where justified; we explain the reason and review it promptly. Later evidence does not change the actual service completion time. A reported issue does not automatically justify withholding unrelated earnings.

Deductions and authority. You authorise us to administer legally required remedies and eligible support, and to deduct the following reasonable, evidenced amounts attributable to your responsibility, after the fair process below:

• Customer refunds or adjustments attributable to a failure in your agreed work;
• reasonable rectification or other costs caused by your service failure under section 13;
• chargeback losses caused by your breach, to the extent they have not already been recovered through a refund, deduction or another payment.

Fair process. Before a deduction, we explain the issue, supporting evidence, amount and calculation and give you a reasonable opportunity to respond. We consider your evidence and explain the decision. We account for avoided costs, recovered money and our own contribution. We do not charge you for a goodwill refund unrelated to a failure for which you are responsible. You may request review under section 13; independent dispute resolution is available under section 20, and statutory rights remain available.

Invoices and GST. You authorise us to issue Customer invoices in your legal business name and ABN on your behalf after completion. Keep your GST status accurate. Under the agency arrangement, you account for GST on the full taxable Customer supply, not merely your net payout. We account for GST on our separate Platform fee and provide the corresponding tax invoice to you. Any GST credit on that fee depends on your eligibility and the required records. If you are not GST registered, your Customer service does not attract GST merely because we are registered; our Platform fee still includes its own applicable GST. Customer Terms section 5 governs the Customer’s price and any Customer GST refund on replacement. This section 12 governs your replacement payout and the commission adjustment funding it. The replacement offer records both calculations before you accept. Neither provision increases the Customer’s price solely because a GST-registered replacement is assigned.

Tax reporting and records. Give us accurate legal name, ABN, GST, contact, payment-account and other information reasonably required to administer the agency arrangement or meet a legal reporting obligation. Update changes promptly. Where required by law, we report relevant provider identification, transaction, gross payment, GST and fee information to the Australian Taxation Office, including under the Sharing Economy Reporting Regime where it applies. A net payout is not a statement of your full reportable sales. This Agreement does not determine whether a particular transaction must be reported or replace your own tax obligations.

Remittance summary. Each payout summary shows the Customer amount, relevant GST, agreed percentage, Platform fee including its GST, any cancellation or call-out share, separately justified deductions, the amount paid to you and the payment date.

13 Recovery of service failure costs

Reasonable costs caused by a failure. If you breach this Agreement, including a service-provider obligation in the applicable Customer Terms, Quote or Job snapshot that you accepted under section 8, we may recover reasonable, evidenced costs and losses caused by that breach, to the extent lawfully recoverable and attributable to you. Examples include a failure to attend, late arrival or a failure to complete required rectification. There are no automatic $100 no-show or missed-rectification charges, or $50 late-arrival charges. We minimise loss and account for saved costs, our own contribution and other recoveries. Sections 12 and 15 govern fair process and overlapping claims; we cannot recover the same loss twice. Repeated failures may be addressed through section 14 separately from financial recovery.

Damage and additional Customer costs. You are responsible to the extent legally liable for property damage caused by you or your team, and for reasonable, evidenced additional Customer costs caused by your breach or service failure, including a failure to attend or finish by the agreed time. Additional rent, reasonable replacement-service costs or other charges are recoverable only where causation, reasonable foreseeability and legal entitlement are established. A Customer or agent’s demand or invoice alone does not establish your liability. We consider the agreed scope and timing, notice of the tenancy deadline, access, approved variations, other causes and reasonable steps to minimise loss. You are not responsible for pre-existing damage, an unrelated charge, or the portion caused by us, the Customer or another person. You receive the evidence and calculation and an opportunity to respond under section 12. Any platform recovery must reflect a loss we actually incur or an amount we are lawfully liable to pay; no automatic rent penalty or duplicate recovery applies. The exceptions below also apply to recovery under section 15 for the same service failure, without reducing the Customer’s non-excludable rights.

When recovery does not apply. We do not recover costs from you where:

• the cause was outside your reasonable control — such as a genuine emergency, illness, accident or severe weather — and you told us as soon as you could;
• you reasonably stopped for safety, could not obtain access, or the Customer did not pay, subject to section 9.

Review. We give you the notice, evidence and opportunity to respond described in section 12 before deductions. Ask for internal review within 14 days where reasonably possible; explain any later request. We consider your response and explain the outcome. This internal timeframe does not shorten statutory rights or external filing deadlines. If unresolved, either party may use the independent dispute process in section 20.

14 Suspension and deactivation

Reasons we may act. We may restrict, suspend or end your access to Jobs (deactivation) for valid reasons such as:

• serious misconduct, fraud or dishonesty;
• unsafe conduct, or a risk to anyone's health or safety;
• repeated serious service failures;
• misuse of Customer information;
• missing or lapsed insurance or licences, or another compliance problem;
• abuse of Assistora, including security breaches or attempts to avoid our fees.

Checks and technical problems. A pending verification result, expired uploaded certificate or temporary system error is not misconduct by itself. We seek clarification and current evidence. Automated checks may flag issues or trigger a justified temporary restriction, but a member of our team makes the final deactivation decision.

Our process. Before deactivating you, we'll:

1. warn you in writing of the risk of deactivation and the reasons, with the details we're relying on;
2. give you a reasonable chance to respond and, where the concern is about your performance, a reasonable time to improve;
3. have a member of our team consider your response and relevant evidence, then tell you the decision and reasons in writing.

We'll give you at least 7 days' notice before deactivation takes effect, unless the reason is serious misconduct.

Urgent suspension. If we reasonably suspect a health or safety risk, fraud or dishonesty, or a licence problem, we may suspend your access straight away for up to 7 business days while we look into it. We'll tell you why and give you a chance to respond. Serious misconduct may lead to immediate deactivation.

Review and external rights. Request internal review within 14 days where reasonably possible. A member of our team considers new information and confirms or changes the decision. Internal review does not prevent an eligible external claim or extend its filing deadline. We comply with any applicable statutory deactivation process and worker protections. The independent dispute process in section 20 is also available; it does not delay statutory applications or urgent relief.

Leaving. You can close your account at any time, but must complete, or hand back in good time, Jobs already accepted and meet any outstanding service rectification obligations. Sections 10, 12, 15 and the legal terms in sections 16–22 continue to apply after you leave.

15 Indemnity

You indemnify us against loss, liability and costs (including reasonable legal costs), and claims by others, to the extent they're caused by:

• your breach of this Agreement, including the service-provider obligations in the applicable Customer Terms, Quote or Job snapshot that you accept under section 8;
• your negligence, misconduct or dishonesty, or that of your workers or subcontractors;
• your failure to meet your tax, GST, superannuation, insurance or employment obligations;
• your misuse of Customer information.

Proportionate responsibility and fair process. Your liability is reduced to the extent we or another party caused or contributed to the loss. We notify you promptly, provide reasonable details and supporting evidence, give you an opportunity to respond, and take reasonable steps to limit loss. A complaint alone does not establish liability. Recoverable legal costs must be reasonable, and the same loss cannot be recovered twice. This section continues after your account ends, subject to applicable law. You may use section 20 to dispute a claim. This indemnity does not make you responsible for an obligation that the law places on us or for a voluntary payment unrelated to your breach or responsibility.

16 Privacy photos and records

We handle personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Our Privacy Policy explains this in full; this section summarises it.

What we collect. Provider and representative names and contact details; ABN, business and GST details; insurance and licence documents; identity verification results and limited access to verification details in Stripe as described below; payout and transaction records; availability and declared service areas; messages, uploaded photos and files; and account activity including device and IP information at login. We also handle Customer property, access and service records needed for accepted Jobs. Uploaded files may contain embedded location, date and time information. We may receive provider information from a recruitment or referral source through which you applied, or from verification services as explained in the collection notice.

How we use it. To quote, arrange and administer Jobs; verify Cleaners; process payments and payouts; issue invoices; provide support and resolve disputes; prevent fraud; meet legal and tax obligations; and improve our services. We send marketing only with your consent.

Identity and biometric information. Stripe Identity collects your ID document and selfie and performs the face match. Stripe stores these; we do not store them in Assistora. We record only the verification result in Assistora. A small number of authorised staff can view the verification details in Stripe only when needed to resolve a verification problem or suspected fraud. The consent process in section 5 applies before the check. Ordinary Job photos are not used for identity matching. Contact us about access, correction or deletion requests and withdrawal of consent for future processing. Applicable record-keeping obligations and already completed lawful processing may affect what can be deleted.

Who we share it with.

• the Customer for an accepted Job, and authorised people involved in its performance or resolution, limited to information reasonably necessary for that purpose;
• service providers that help us run our business, including Assistora, Stripe (payments and identity verification), and email and SMS providers;
• government services we use to check ABNs;
• the Australian Taxation Office for required tax reporting, and other regulators, courts or police where the law requires or allows disclosure;
• a proposed or actual buyer on a sale or restructure, limited to reasonably necessary information, with appropriate safeguards and subject to applicable law.

We don't sell personal information.

Overseas processing. Some service providers, including Stripe, may process or store personal information outside Australia, including in the United States. Our Privacy Policy explains relevant overseas disclosures and the likely recipient countries where practicable. We take the steps required by applicable privacy law for those arrangements.

Property photos and location information. Before, after and completion photos and uploaded files are used for service records, quality checks, rectification and disputes, including payment disputes. We retain embedded information in Cleaner-uploaded photos and files, which may include the location, date and time of capture. We use relevant information for those service purposes. We do not install trackers or actively track Cleaner devices or movements. Service addresses and declared service areas may be used to arrange and match Jobs. We do not use property photos for marketing.

Records. Assistora keeps records of Bookings, accepted Quotes and scope, messages, photos and documents, verification, status changes, payments and audit logs. We keep them as long as reasonably needed for payments, compliance, disputes and legal record-keeping, then delete or de-identify them.

Automated processes. We use information such as property details, service location, declared Cleaner service areas, service history and verification results to prepare Quotes, match offers by area, approved services and availability, and check identity and ABN details. This does not involve tracking Cleaner movements. Our staff make final approval and deactivation decisions.

Security and breaches. We take reasonable steps to protect personal information. If a data breach is likely to cause serious harm, we'll notify you and the Office of the Australian Information Commissioner (OAIC) as the law requires.

Access and complaints. You can ask to access or correct your information, or make a privacy complaint, by contacting us (section 22). If you're not satisfied with our response, you can complain to the OAIC.

17 Intellectual property

We own, or are licensed to use, the Service Lead Pro name and logos, and the content, branding and systems on our websites, including bondcleaners.au. You may not copy or use them without our written permission, except as permitted by law.

Uploaded content. You retain ownership of content you upload. You grant us a non-exclusive, royalty-free licence to use it for service administration, quality checks, records, dispute handling and legal obligations, consistently with our Privacy Policy. Property photos are not used for marketing. Other content is used for marketing only with separate express permission.

18 Liability

Protected rights come first. Nothing in this section limits non-excludable rights, including applicable consumer guarantees, small business unfair contract terms protections and statutory worker protections (section 3). This Agreement does not cap or exclude the Customer’s rights against you as supplier.

Cleaner responsibility. The Cleaner is responsible for its service quality and loss or damage attributable to its acts, omissions, negligence or misconduct. We do not assume responsibility for those acts merely by coordinating a claim or holding our own insurance. We remain responsible to the extent we caused or contributed to loss or the law otherwise imposes responsibility on us. Responsibility for property damage and additional Customer costs is assessed as described in section 13. Your liability is not capped by the Job-price limit below, but the indirect loss exclusion below applies to both of us, subject to its stated exceptions. Your liability remains subject to proof, proportionate responsibility and applicable law.

Platform responsibility. We must provide our marketplace, quoting, booking, payment handling and support services with due care and skill. We are responsible for loss caused by our breach or negligence, subject to lawful limits below. Where more than one party contributes, responsibility reflects each party’s contribution and applicable law. Cleaner insurance and our own insurance are separate; this Agreement does not promise that a policy covers or will pay any particular claim.

Limits. To the extent the law allows:

• neither party is liable to the other for indirect or consequential loss, including loss of profit, revenue, opportunity or reputation only to the extent that the loss is indirect or consequential and its exclusion is lawful. This exclusion does not limit your responsibility to Customers, or amounts we are legally liable to pay a Customer or other person to the extent caused by your breach or negligence. Any recovery from you remains subject to the evidence, causation, mitigation, proportionate responsibility, fair-process and no-double-recovery rules, and the applicable recovery exceptions, in sections 12, 13 and 15;
• for services not of a kind ordinarily acquired for personal, domestic or household use, our liability for failing to meet a consumer guarantee is limited to supplying the services again or paying the cost of having them supplied again, only where permitted by the ACL and subject to its fair and reasonable requirements;
• otherwise, our total liability to you in connection with a Job is limited to the total amount the Customer paid through us for that Job, including any service GST and approved variations. This is the full Customer payment, not only our retained Platform fee.

Exceptions. These limits do not apply to non-excludable rights, to amounts properly payable by one party to the other such as earned payouts or refunds, to death or personal injury caused by a party’s negligence, to a party’s fraud or wilful misconduct, or to any other liability that cannot lawfully be limited. The Job-price limit also does not apply to property damage or privacy breaches caused by our own negligence, to the extent caused by that negligence. For those property damage or privacy breach claims, the indirect or consequential loss exclusion continues to apply only to the extent lawful and subject to its stated exceptions. Each claim still requires proof of liability, causation and legally recoverable loss.

Insurance and statutory remedies. Insurance limits do not set the amount of a party’s legal liability. A party’s entitlement to a statutory remedy does not depend on insurance being available or a claim being accepted.

Our websites and systems. We work to keep our websites and Assistora available and accurate, but we can't promise they'll always be uninterrupted or error-free.

19 Changes to this Agreement

Notice of changes. We may update this Agreement for changes in law, services, systems or operations. We publish each version with its effective date and notify you by email or an Assistora notification. A new version applies to you only once you expressly accept it in Assistora, and not before its effective date. We make the Agreement available for you to read before acceptance. A login or payout alone is not acceptance (section 5). The new version governs future provider-account use and new Jobs you accept once it applies to you; the agreed terms and accrued rights for existing work remain protected below.

Jobs under the new Customer Terms. New Jobs under Customer Terms Version 3.2, including first allocations and replacements, are offered only to Cleaners who have expressly accepted this Agreement and for whom it has taken effect.

Existing transactions stay protected. Changes do not affect a request or Booking for which the Customer already accepted the Quote and applicable Customer Terms, or a Job you already accepted, including its agreed Provider Agreement, scope, pricing and Customer rights. Paying after an update, accepting updated account terms or receiving a later payout does not automatically replace those agreed terms or change accrued payments, claims or disputes. For Job-related obligations, a new version applies only to new Jobs you accept once it applies to you. A new allocation or replacement may use the Provider Agreement then applying to the accepting Cleaner, but must preserve the Customer Terms already agreed for that request.

Transition to Version 3.2. We offer Version 3.2 for your express agreement to future provider-account use and new Jobs. It does not apply automatically through a notice of change. Your express acceptance in Assistora is your agreement with us to this version from the later of its effective date and the time you accept. Existing Jobs, payments and disputes stay under the terms already agreed, whether or not you accept. Until you accept, your access to existing work and records is protected as set out below.

Your choice and continued access. From a new version’s effective date, you must expressly accept it in Assistora before receiving or accepting new Job offers. An unaccepted offer sent earlier does not bypass the applicable acceptance requirements. Until you accept, you may still access existing Jobs, payments, records, support and disputes under the terms already agreed, subject to separate lawful restrictions under section 14. You may stop using the platform for future work or close your account without an account-closure fee. Existing Job, rectification and lawful payment obligations continue under their agreed terms.

20 General

Internal dispute resolution. Either party may give written notice of a dispute about this Agreement, including earnings, deductions, an indemnity claim, suspension or deactivation, with the issue, available evidence and requested outcome. Our contact is in section 22. We acknowledge a provider’s notice within two business days and arrange a good-faith discussion or review. A person not responsible for the disputed decision considers it where reasonably practicable. If unresolved within ten business days after notice, either party may request independent mediation.

Independent mediation. The parties first try to agree an independent mediator and a proportionate process, including remote attendance where suitable. If they cannot agree within five business days after the mediation request, either may ask Resolution Institute to nominate a mediator through its nomination service. Before incurring mediation or nomination fees, the parties agree the fees and their allocation in writing, taking account of the claim’s value and each party’s ability to participate. Neither party can require the other to pay an unagreed fee. Each ordinarily pays its own advisers unless otherwise agreed or ordered.

Access to external remedies. The parties make reasonable efforts to resolve the dispute through that process before ordinary court proceedings. Either may proceed if mediation is declined, cannot be arranged on proportionate terms, or remains unresolved twenty business days after the mediation request, unless both agree more time. This process never prevents urgent relief, a statutory tribunal or regulator application, a small-claims proceeding, or filing to protect a limitation period. It does not extend external deadlines. Undisputed payouts continue under section 12, and neither party is required to settle or waive legal rights.

Events outside reasonable control. A party is excused from affected performance only to the extent and for the period that an event beyond its reasonable control prevents it, subject to applicable law. It must notify the other party promptly and take reasonable steps to minimise disruption. This does not excuse a lack of due care, remove an accrued payment obligation, permit retention of money for unprovided services without a lawful basis, or restrict Customer remedies. Customer Terms section 10 governs affected Customer cancellations, rescheduling and refunds.

Severability. If any part of this Agreement is invalid or unenforceable, it's severed to the extent needed and the rest continues to apply.

Entire agreement and records. This Agreement, the applicable recorded Customer Terms, the Privacy Policy, accepted Quote and Job snapshot record the agreement for their subject matter. An expressly agreed Quote or variation prevails on service scope and pricing, subject to non-excludable rights. A Cleaner’s later acceptance or a later system record cannot reduce rights already agreed with the Customer. Keep or download the applicable records for reference.

Waiver. If we don't enforce a right straight away, we can still enforce it later.

Transfer. We may transfer this Agreement with a genuine sale or restructure of the business if your rights are not reduced and the new operator assumes the relevant obligations. We notify you of the new operator and contact details. You may request consent to transfer your business’s rights and obligations; we do not unreasonably withhold or delay consent, but may require reasonable identity, licensing, insurance and capability checks and any necessary Customer agreement. Neither transfer removes accrued rights or liabilities without the affected party’s agreement or a lawful basis.

Notices. We send notices to the email address or mobile number in your account. Send notices to us at hello@bondcleaners.au.

Governing law. Queensland law governs this Agreement. The parties submit to the non-exclusive jurisdiction of Queensland courts and tribunals. This does not prevent a party using a court, tribunal or statutory remedy otherwise available under applicable law.

Time and business days. Service dates and times use local time at the property. Payouts use Brisbane time, AEST (UTC+10), which does not change for daylight saving. A business day is Monday to Friday excluding public holidays in Brisbane. Seven-day service reporting periods are calendar periods measured from the relevant completion time.

21 Definitions

22 Contact us

Cost Comparison Pty Ltd (ABN 60 655 338 284), trading as Service Lead Pro, operating bondcleaners.au

• Address: 1/16 McDougall St, Milton QLD 4064
• Email: hello@bondcleaners.au
• Phone: 0485 985 772
• Hours: Monday to Friday 8 am – 6 pm, Saturday 9 am – 4 pm (Brisbane time)