Platform Terms of Service

01 · Common terms · All users

Common Section

Defined terms

• Qwoll, we, us, our means Qwoll Pty Ltd ACN 696 571 347.
• Platform means the Qwoll software platform — qwoll.com.au and the Qwoll mobile applications — and the services we provide through it.
• User, you, your means any person with a Qwoll account.
• Clinicmeans a veterinary clinic that has registered for Qwoll's Locum Hub.
• Provider means any veterinarian, veterinary nurse, technician or technologist — or a person working towards one of those qualifications — who has registered to deliver services through Qwoll.
• Pet Owner means a consumer who books services through Qwoll for the care of an animal.
• Booking means an arrangement created through the platform for a service to be delivered.

Your account

To use the platform you must create an account. You agree to provide accurate information, to keep it current, and not to share your login with anyone. You are responsible for activity on your account. We may suspend or close your account where you breach these terms or the Acceptable Use Policy.

Eligibility

You must be at least 18 years old and have the legal capacity to enter a contract. If you are signing up on behalf of a business or clinic, you must have the authority to bind that business or clinic to these terms.

Our service

Qwoll provides the platform on which providers offer services and pet owners and other clients book and pay for care. We are a marketplace; we are not a party to the bookings made between users. Your contract for services is with the user you book or are booked by, not with Qwoll. When you book online through Qwoll, your booking and payment go through our platform, but your payment is made to the provider, who is the seller of the service. The provider pays Qwoll for the booking service, and the total you see includes that cost as a separate component.

Verification — what it means, and what it does not

Before a provider can offer services, we check the credentials they give us — for example, professional registration, qualifications, insurance certificates of currency, and a police check — against public registers and documents, to the standard in the Trust & Safety + Compliance Verification policy.

Verification confirms those specific facts at a point in time. It is not a guarantee, endorsement, or warranty of a provider's conduct, clinical judgement, or the outcome of any service, and Qwoll does not supervise or direct how providers work. The contract for the service is between you and the provider.

Fees

How Qwoll charges depends on your role and how a booking is made. When a client books a provider online through Qwoll, a facilitation fee is added to the provider's price as a separate component of the total, so the provider receives their price in full. It covers the cost of the online booking and payment service and is not a card surcharge. The total, including that component and any tax the law requires to be included, is shown before you confirm. A booking your provider records for you, rather than one you make online, carries no facilitation fee. The facilitation fee is a percentage of the provider's price, published in the Fee Schedule together with any scheduled changes; a change applies only to bookings made after it takes effect. Providers may also be offered subscription plans. Every fee is shown clearly before you commit, and material changes to these terms are notified at least 30 days in advance. Unless expressly stated otherwise, subscription prices Qwoll displays are inclusive of GST where it applies.

Acceptable use

You agree to use the platform in line with the Acceptable Use Policy. The Acceptable Use Policy is incorporated into these terms by reference. Breach of the Acceptable Use Policy is a breach of these terms.

Privacy

Your personal information is handled in accordance with the Privacy Policy, which is incorporated into these terms by reference.

Intellectual property

The platform — including its code, design, copy, brand, and the underlying systems — is owned by Qwoll. You receive a limited, non-exclusive, revocable licence to use the platform under these terms.

Content you upload remains yours. You grant Qwoll a non-exclusive, royalty-free, worldwide licence to host, store, reproduce, and display that content solely as needed to operate the platform and provide the services. The licence ends when the content is deleted from the platform, except for copies held in routine backups and records we are legally required to keep. For providers, the content licence in the Marketplace Provider Terms (clause 17) governs Provider Content.

Liability and the Australian Consumer Law

We provide the platform with reasonable care and skill. To the maximum extent permitted by law, our liability for any loss or damage arising from your use of the platform is limited to either (a) the resupply of the affected service, or (b) the cost of resupplying the affected service, at our election.

Nothing in these terms excludes, restricts, or modifies any right, guarantee, or remedy you have under the Australian Consumer Law or any other applicable law that cannot be lawfully excluded, restricted, or modified. Where the Australian Consumer Law applies and gives you a stronger right than these terms, the Australian Consumer Law prevails.

Specifically, where you deal with Qwoll as a consumer for the purposes of the Australian Consumer Law, our services come with consumer guarantees that cannot be excluded. If we fail to meet a consumer guarantee, you are entitled to a remedy under the Australian Consumer Law.

Where the law allows us to limit our liability for non-consumer dealings, our aggregate liability under these terms is limited to the greater of (a) the fees you have paid Qwoll in the 12 months before the event giving rise to the claim, and (b) A$250.

Suspension, removal, and termination

We may suspend or close your account where you breach these terms, where verification fails, where a regulator records a change in your status, or where continued participation would expose users or Qwoll to material risk. The process is in the Acceptable Use Policy and the Trust & Safety + Compliance Verification policy.

You may close your account at any time through your account settings. Some obligations survive termination — confidentiality, intellectual property, indemnity, set-off for amounts owing, and any record-keeping obligation under law.

Changes to these terms

We may update these terms when our practices change or when the law changes. Material changes are notified at least 30 days in advance. Other changes are notified by in-app notification or email and take effect on the date stated. If you do not accept a material change, you may close your account before the change takes effect. A change to the facilitation fee percentage is not a change to these terms: it applies only to online bookings made after the change, and the total including the current fee is always shown to you before you confirm. Providers receive notice of a change under the Marketplace Provider Terms.

Governing law and jurisdiction

These terms are governed by the law of New South Wales, Australia. The courts of New South Wales have exclusive jurisdiction in respect of any dispute arising under these terms, except where a different forum is required by law.

02 · For clinics on the Locum Hub

Section A · Clinics

This section applies to you if you have signed up as a Clinic on the Locum Hub. It is in addition to the Common Section above.

Posting shifts

• You may post shifts on the Locum Hub for veterinary nurses, technicians, technologists, and veterinarians.
• Each shift posting must include accurate information about the date, time, location, role, expected duties, hourly rate, and any specific requirements.
• You must not post shifts you do not intend to fill, or shifts that misrepresent the work.
• Shifts must comply with applicable workplace law, including work health and safety obligations.

Selecting providers

• You may accept any provider whose application meets the requirements of the shift.
• You may not select or reject providers on the basis of any protected attribute under Australian anti-discrimination law (sex, gender, race, ethnicity, religion, age, disability, sexual orientation, or other protected attribute).
• Once you accept a provider's application, the booking is confirmed and the cancellation rules in the Refunds, Cancellations & Dispute Resolution policy apply.

Subscription and fees

• Locum Hub access is provided under a subscription model with tiers (currently Pay-per-post, Starter, Professional, and Enterprise).
• Subscription fees are shown clearly in your account before you confirm any change in tier.
• Paid subscriptions are billed in advance and renew automatically at the then-current price until you cancel. You can cancel any time in your account, effective at the end of the current paid period; fees already paid are not refundable or pro-rated, and annual plans are not refundable once begun. We give at least 30 days' notice of any price increase, effective on your next renewal.
• Per-shift fees, where applicable, are shown on the shift posting before you publish it.
• Unless expressly stated otherwise, subscription prices and fees are inclusive of GST.

Working with providers

• Providers on the Locum Hub are independent contractors. You contract with the provider directly for the shift; Qwoll is not a party to that contract.
• You are responsible for any work health and safety obligations to the provider while they work at your clinic.
• You are responsible for paying the agreed fee for hours worked, by the deadline shown on the invoice.
• Hours-confirmation flows are provided in the platform; you agree to confirm hours within the time set out in the platform's process (typically 48 hours).

Disputes

Disputes about hours, conduct, or quality of work are managed under the Refunds, Cancellations & Dispute Resolution policy; the two-round process applies. Qwoll's determination is final as to platform outcomes — rebooking, credits, and fee adjustments. It does not limit any right you have under the Australian Consumer Law or any other law that cannot be excluded, or your right to pursue remedies outside the platform.

03 · For vets, nurses, technicians and technologists

Section B · Veterinary Professionals

This section applies to you if you have signed up as a Veterinary Professional, including to offer Pet Sitting+. It is in addition to the Common Section above and is read together with the Marketplace Provider Terms.

Why this section is short

The detail of how you receive payment, what facilitation fee applies, how tax is handled, and how the relationship works between you, Qwoll, and the people who book your services is in the Marketplace Provider Terms. That document is part of these terms by reference. This section sets the high-level position; the Marketplace Provider Terms operationalise it.

Your relationship with Qwoll

• Qwoll is a marketplace; we do not employ you. You are an independent contractor providing services to the clinic or pet owner who books you.
• You decide which bookings to accept. You set your service area, your availability, and your own rates.
• You are responsible for the work you deliver, including all professional standards, applicable law, and animal welfare obligations.

Verification and standing

• Before you can offer services, you must complete verification. The standard is in the Trust & Safety + Compliance Verification policy.
• You must keep your verification documents current. Lapsed documents auto-suspend your profile until renewed.
• You must notify Qwoll within 48 hours if your registration status changes, your insurance lapses, or any other matter affects your eligibility.

Payment

• Payment flows through Stripe Connect, by card. You set your own price and receive it in full on every booking. When a client books you online through Qwoll, a facilitation fee is added to what the client pays and collected by Qwoll from that payment, so your price reaches you in full. Bookings you enter yourself carry no Qwoll fee. Servicing your clients through Qwoll's tools, including online booking, requires a paid subscription.
• You choose whether online bookings confirm instantly or need your acceptance, and whether the client pays in full at booking, pays a deposit, or pays after the visit. If a client pays after the visit, their saved card is charged when you mark the visit complete, so only mark a visit complete once you have delivered it.
• Qwoll may change the facilitation fee percentage on at least 14 days' notice, published in the Fee Schedule. Bookings keep the percentage in force when they were made.
• You are responsible for your own tax — income tax, GST if registered, and superannuation where applicable.
• Qwoll provides a tax-time summary of payments processed for you.

Conduct

• You agree to comply with the Acceptable Use Policy and to behave in line with the standards in the public Trust & Safety + Compliance Verification policy.
• You agree not to avoid the facilitation fee on a booking a client made through Qwoll, for example by cancelling it and re-entering it yourself, taking payment for it outside Qwoll, or recording it untruthfully. Your clients are yours, and how you work with them otherwise is up to you (Marketplace Provider Terms, clauses 6.3 to 6.6).
• You agree to participate in the dispute process described in the Refunds, Cancellations & Dispute Resolution policy where a dispute arises.

Liability for the work

You carry your own professional indemnity insurance and are responsible for the work you deliver. Qwoll is not liable for your professional services or any loss or damage arising from your provision of services. Where a claim arises from your work, the claim sits with you and your insurer.

04 · For pet owners using Mobile Vet Nursing or Pet Sitting+

Section C · Pet Owners

This section applies to you if you have signed up as a Pet Owner. It is in addition to the Common Section above. It is short on purpose.

Booking services

• You may book services on the platform from verified providers.
• You must provide accurate information about your pet — species, breed, age, behavioural notes, medications, any known clinical history.
• Some providers confirm online bookings instantly. Others review each request first; your booking is then confirmed only when the provider accepts it, and if the provider does not respond by the reply-by time shown, the request is automatically declined and you are not charged anything.
• Once your booking is confirmed, the cancellation rules in the Refunds, Cancellations & Dispute Resolution policy apply.

Payment

• You pay for online bookings through the platform by card. Your card is stored and processed by Stripe, our payment provider, under their security standards; Qwoll does not store your card details.
• Before you confirm, you are shown the total: the provider's price plus a facilitation fee. That is the price you pay, subject only to extras added at the visit of up to 25% of the booked price, or more if you approve them in the app first.
• Your payment is made to the provider, who is the seller of the service. The facilitation fee is a component of that price that covers the online booking and payment service; the provider pays Qwoll for that service out of it. It is not a card surcharge.
• When you are charged depends on the provider's payment terms, shown before you confirm: in full at booking, a deposit at booking with the balance after your appointment, or everything after your appointment (see Saved card and automatic payment, below).
• Refunds in the cases set out in the Refunds, Cancellations & Dispute Resolution policy are made to your original payment method. The facilitation fee component is not refunded when you cancel, except where that policy or the law requires it.

Saved card and automatic payment

• If the provider asks for a deposit or for payment after your appointment, or reviews booking requests before accepting them, your card is saved with Stripe when you submit your booking. Nothing beyond what is shown to you at that point is charged then.
• By confirming such a booking you authorise the provider, through Stripe, to charge your saved card for the amounts shown to you: for a request the provider must accept, when the provider accepts; for a deposit, the balance when the provider marks your appointment complete; for payment after your appointment, the total when the provider marks it complete. You receive a notice 24 hours before an appointment that will be charged on completion.
• This authority covers only the booking you confirmed and the amounts shown to you, plus extras of up to 25% added at the visit. It ends if the request is declined or lapses, or once the booking has been paid in full, cancelled, or refunded.
• You can remove a saved card in your account, but if you remove it before a booking is paid, you must pay for that booking another way.

If a payment fails

• If an automatic charge to your saved card fails, we retry it on the first, third and fifth day after the failure where the decline is temporary, and send you a link to pay by another card. A card that cannot be retried goes straight to the link.
• The amount remains owed to the provider for the service delivered. We record failed payments against the booking, and the provider can see that the payment has not been made. You cannot make new online bookings with any provider while a completed booking is unpaid.
• The provider's record of the appointment is not affected by whether the payment succeeds.

Fair use

• You may hold up to two open online bookings with the same provider at once.
• If you cancel or do not attend three online bookings in 30 days, you will be asked to pay in full at booking for the next 90 days, whatever the provider's usual terms.
• A provider may turn off online booking for you at any time; you can still contact them through the platform.

During the service

• You agree to provide the provider with reasonable access to your home or location and reasonable information to perform the work.
• You agree to behave respectfully towards the provider.
• You may contact the provider through the in-app messaging function. Off-platform contact is permitted but the platform's records are limited to what the platform sees.

Who delivers the care

The care you book is delivered by the providing professional, who is responsible — within their professional scope of practice — for the judgements made during the visit. Mobile Vet Nursing is nursing care, not veterinary treatment, and providers do not perform acts reserved to a veterinarian. Qwoll is the platform on which you found the professional; we are not the provider of veterinary or nursing services.

Disputes and consumer rights

If you are not satisfied with a service, the Refunds, Cancellations & Dispute Resolution policy sets out how to raise a dispute. Your rights under the Australian Consumer Law apply in addition to anything in these terms; nothing in these terms excludes or limits those rights.

Contact

Contact and signing-off

How to contact us

Operational support: support@qwoll.com.au. Privacy questions: privacy@qwoll.com.au. Postal address: Qwoll Pty Ltd, registered office as recorded with ASIC.

How these terms come into effect

By creating an account on Qwoll, by booking a service through the platform, or by continuing to use the platform after these terms take effect, you agree to be bound by them.