Service terms
Booking and scope
Your accepted quote records the agreed tasks, assumptions, exclusions, crew and total in AUD, including applicable GST. Payment is collected before matching. A booking is confirmed only when the required eligible providers accept. Unfilled bookings receive a full refund.
Changes
The customer must sign in, create a scope revision, accept the revised quote and pay any additional amount. Extra work starts only after payment and provider acceptance are confirmed. Time overruns do not automatically increase the price.
Completion
Providers take before and after task photos and submit completion. Provider earnings become eligible for transfer after customer confirmation or 48 hours without an issue. This routine release timing does not remove the ability to report a later issue or any applicable consumer rights.
Cancellations and support
Version au-cancellation-v1. These cancellation terms apply only when shown and expressly accepted for a new booking or a new subscription agreement. Existing bookings and subscription agreements retain the financial terms already accepted. Changes to a subscription apply these rules to affected booked visits, separately from stopping future recurring visits.
For change-of-mind cancellations, cancel before any provider starts travelling for a full refund. If a provider is travelling or has arrived, but work has not started, 80% of the full accepted paid amount is refunded, 15% is shared equally among the assigned providers travelling or arrived, and the remainder (normally 5%) is retained by Dwellio. This calculation includes accepted additions, materials and disposal. Amounts are rounded to cents; any remaining provider-allocation cents are distributed deterministically. Paid additions that have not been accepted are refunded separately in full.
After work starts, a customer change-of-mind cancellation has no refund. Providers retain their normal agreed allocations and Dwellio its normal commission, subject to unresolved issues and reconciliation. Before confirming, the app shows the exact refund, provider payment and next step. A change in job circumstances requires a refreshed confirmation.
If the only provider withdraws after work starts, the customer receives a full refund and the provider receives no payment. If a provider leaves a crew, that provider receives no payment and work pauses while Dwellio seeks a safe continuation or replacement. Remaining providers must explicitly agree to any changed responsibilities and earnings. Recovery has a 30-minute deadline from the first departure; later departures do not extend it. If recovery fails, the customer may choose a fixed continuation time at the same price for the unfinished work, or a full refund with no provider payout.
Incomplete work, property damage, unsafe service, disputed non-delivery and other service failures are handled through support review rather than automatically applying a change-of-mind fee. Select “Work is not complete” before confirming completion, or report an issue from job history. Reports and cancellation requests accept a reason, explanation and up to five optional private photos. Notes and photos are available to the reporter and authorised support staff; other participants receive operational updates.
Cancellation compensation is held for at least 48 hours and is released only after any required refund succeeds and unresolved issues are cleared. Already released funds, unresolved expenses or payments under reconciliation require support review. A refund is complete only when the payment processor confirms it; the bank may take additional time to display it.
Nothing in these terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded under the Australian Consumer Law, including consumer guarantees. See the ACCC consumer rights and guarantees guidance. Support operates Monday–Friday, 9 am–5 pm Australia/Sydney.
Providers and availability
Providers require an ABN, approved public liability insurance, suitable capability and payment onboarding. Availability depends on the location, scope and eligible providers. Services marked coming soon cannot be booked.
Maps and arrival estimates
Dwellio includes Google Maps features and content. Your use of those features is subject to the Google Maps/Google Earth Additional Terms of Service and the Google Privacy Policy.
Provider locations depend on device permission and fresh location updates. Road arrival times are approximate and do not include live traffic adjustments. Map or road-estimate availability may be limited when the free usage allowance is reached; this does not change the agreed job scope, price or cancellation rights.