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 vet, veterinary nurse, technician, locum, or qualified sitter 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 clinics post shifts, providers offer services, and pet owners book 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.

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 arises. Where Qwoll connects you with someone new — a clinic finding a locum, or a pet owner finding a provider through Qwoll — a facilitation fee may apply and is included in the total price shown before you confirm. You are not charged a facilitation fee for clients or providers you bring to the platform yourself. Providers may also be offered platform-access or subscription plans. Every fee is shown clearly before you commit, and material changes are notified at least 30 days in advance.

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, subject to the licence you grant Qwoll to host and display it as needed to operate the platform on your behalf.

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 fees you have paid Qwoll in the 12 months before the event giving rise to the claim.

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.

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, 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 Community and Professional).
• Subscription fees are shown clearly in your account before you confirm any change in tier.
• Per-shift fees, where applicable, are shown on the shift posting before you publish it.
• Bank-transfer payments to providers (where Stripe Connect is not used) attract an administration fee, charged monthly in arrears.

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 dispute process applies; admin determination is binding within the platform's terms.

03 · For vets, VTNs, locums, and sitters

Section B · Veterinary Professionals

This section applies to you if you have signed up as a Veterinary Professional or as a sitter on 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 7 days if your registration status changes, your insurance lapses, or any other matter affects your eligibility.

Payment

• Payment flows through Stripe Connect. You set your own rate and receive it in full. Where Qwoll connects you with a new (Qwoll-originated) client, a facilitation fee is added to what that client pays — it is not taken out of your rate. Clients you bring yourself carry no facilitation fee.
• 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 take a relationship initiated through Qwoll off-platform for the purpose of avoiding fees or terms.
• 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 VTN 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.
• Once you confirm a booking, the cancellation rules in the Refunds, Cancellations & Dispute Resolution policy apply.

Payment

• You pay through the platform using a card on file. The card is held by Stripe under their security standards; we do not store your card details.
• The price you see at the time of booking is the price you pay (subject to genuine variations recorded in the booking, for example extra hours of care during a sitting).
• Refunds in the cases set out in the Refunds, Cancellations & Dispute Resolution policy are made to your original payment method.

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.