1 Scope and booking contract
This Agreement governs customer accounts and bookings. Each confirmed booking incorporates the displayed booking summary, applicable service schedule, rate card, cancellation policy, safety code, Privacy Notice and Electronic Signature Consent. If terms conflict, mandatory law prevails, then the booking summary, service schedule and this Agreement in that order.
2 Customer warranties and responsibilities
- Provide accurate address, access, parking, hazards, household, child and pet information relevant to safe performance.
- Ensure a safe, lawful, non-discriminatory workplace free from harassment, violence, illegal substances, unsecured weapons and unreasonable hazards.
- Secure cash, jewellery, weapons, medicines, sensitive documents and fragile valuables; identify existing damage and special surfaces before work starts.
- Do not require work outside the booked scope, unsafe work, illegal conduct, child transport, pet medication or specialist tasks unless expressly approved.
- Provide water, electricity and client-supplied items shown at checkout where required.
3 Prices payments and tips
The itemised total shown before acceptance is payable through the approved payment method. Variable work or approved extensions require a recorded change order. Tips are voluntary and must be passed to the helper in accordance with the displayed policy. StudeeHelpers may authorise or collect payment and release helper payout only as disclosed.
4 Access presence and security
The customer chooses the permitted access method. Keys, codes and alarm information must be shared only through approved secure channels. No helper is required to remain where an adult's conduct, animal, property condition or instruction creates a reasonable safety risk. CCTV use must be lawful and disclosed; no recording is permitted in private areas where a person reasonably expects privacy.
5 Changes cancellations and failed access
The current Cancellation Refund and Dispute Policy applies. Any charge must be reasonable, disclosed before booking and reflect legitimate costs, reserved time, travel or work. Statutory cooling-off or cancellation rights prevail. Failed access after documented arrival may trigger the displayed minimum charge, subject to evidence and review.
6 Damage loss and complaints
Report visible damage, missing property or service failure through the platform as soon as reasonably possible and preserve photographs, messages and relevant evidence. This reporting period does not extinguish rights that cannot lawfully be limited. StudeeHelpers may investigate, facilitate resolution and refer suspected crime to authorities. No automatic admission of liability arises from investigation or goodwill payment.
7 Prohibited circumvention
For [APPROVED PERIOD], a customer may not deliberately use confidential platform contact information to arrange substantially similar off-platform work with a helper first introduced by StudeeHelpers solely to avoid disclosed fees. This does not restrict lawful employment, worker mobility, consumer choice or relationships known independently. Any remedy must be reasonable and approved by counsel.
8 Replacement and service recovery
If a helper cancels or cannot continue, StudeeHelpers may offer a suitably approved replacement, rescheduling, account credit or refund depending on circumstances and consumer rights. Replacement is not guaranteed where no suitable person is available.