Terms & conditions
Last updated June 2026.
1. About these terms
These terms apply to everyone who uses At Home Concierge, whether through our website or our mobile apps. By creating an account you agree to them, and to our Privacy Policy.
2. Our role
At Home Concierge is a marketplace. We introduce customers to helpers and businesses and handle booking and payment. We are not the employer of any helper, we do not supervise the work, and we do not guarantee any outcome. Helpers and businesses are independent.
3. Accounts
You must provide accurate details, keep your login secure and be at least 18 years old. One account gives you access across web and mobile; sharing accounts is not permitted.
4. Platform commission — 15%
At Home Concierge charges a platform commission of 15% of the agreed booking price. The commission is deducted from the amount paid to the helper, not added to the customer's price. Example: on a $100 booking the customer pays $100, we retain $15 and the helper receives $85. The commission rate may change; any change is published here and applies only to bookings made afterwards.
5. How payment and escrow work
When you pay for a booking the funds are captured and HELD by At Home Concierge. They are not passed to the helper straight away. Once the job is marked complete and the customer confirms completion, the helper's share (the booking price less the 15% commission) is released to their connected payout account. If a booking is cancelled before funds are released, the customer is refunded in full.
6. Helper payout accounts
To be paid, helpers and businesses must complete onboarding with our payment provider, including identity and bank details. Until that is complete, funds remain held. We do not hold or control helper bank details ourselves.
7. Jobs and offers
Customers are responsible for describing jobs accurately. Helpers are responsible for quoting honestly and only accepting work they are competent and, where required, qualified and licensed to perform.
8. Credentials and verification
We display a badge only where something has actually been supplied or checked — identity, an ABN, a qualification, insurance, a police check or a Working With Children Check. The absence of a badge is not a judgement. We do not independently guarantee the accuracy of documents supplied by users, and you remain responsible for satisfying yourself before booking.
9. Regulated care
Some care services are regulated. Helpers must not represent themselves as qualified to provide regulated care unless they hold the relevant qualifications, and customers should verify credentials directly for any care-related booking.
10. Cancellations
Either party may cancel a booking before work begins, and the customer is refunded. Repeated late cancellations may result in restrictions on your account.
11. Conduct
Harassment, discrimination, requesting payment outside the platform and misrepresenting qualifications are grounds for suspension.
12. Reviews
Reviews must reflect a genuine completed booking. We may remove reviews that are abusive, defamatory or incentivised.
13. Disputes
Raise a dispute from the booking before funds are released. Our team will review the booking, the messages and any evidence, and may hold, refund or release funds.
14. Liability
To the extent permitted by law, our liability is limited to the commission we retained on the relevant booking. Nothing in these terms excludes rights you have under Australian Consumer Law.
15. Changes
We may update these terms. Material changes will be notified in the app and by email before they take effect.