Autara Community Guidelines

Trust

Every interaction on the Platform — a booking, a review, a chat message — is only valuable if it is honest. We do not tolerate deception, manipulation, or misrepresentation in any form.

Respect

Car care is a personal service. Customers are inviting Merchants into their space, with their vehicle, often at their home. We expect every interaction to be professional, courteous, and dignified.

Safety

The physical safety of people — Customers, Merchants, their staff, and the public — is non-negotiable. The environmental safety of the communities our Merchants operate in matters equally.

Fairness

Autara is a marketplace. It only works when Merchants compete on the quality of their work and Customers make decisions based on real information. We protect the integrity of that environment actively.

3.1 Honesty in Listings

Your listing is your public face on Autara. Everything on it must be accurate and up to date.

You must:

• Describe your Services clearly, accurately, and completely — including scope, process, estimated duration, and any vehicle type restrictions;
• List prices inclusive of GST in Australian dollars, with no hidden fees;
• Only claim qualifications, certifications, insurance coverage, and experience that you actually hold;
• Keep your availability, pricing, and service area current — do not accept Bookings you cannot fulfil;
• Only list Services in the correct and most relevant category; and
• Promptly update your listing if any material detail changes.

You must not:

• Advertise services you are not qualified or insured to deliver;
• Misrepresent your location, service radius, or whether you operate as a mobile or fixed business;
• Create duplicate listings for the same Service; or
• Use stock photos or images that do not represent your actual work.

3.2 Professional Service Delivery

Once you accept a Booking, you are making a commitment — to the Standard of the Platform.

You must:

• Arrive on time, prepared, and with all the equipment required to perform the Service as advertised;
• Perform every Service with due care, skill, and in a workmanlike manner consistent with industry standards;
• Treat the Customer's vehicle with the care you would treat your own;
• Communicate proactively if there are any delays, changes, or issues;
• Complete only the Services agreed at Booking (or agreed variations through the Platform); and
• Mark Bookings as complete on the Platform promptly once the Service is finished.

You must not:

• Perform services on a vehicle that the Customer did not authorise or book;
• Use products or chemicals on a vehicle without reasonable disclosure to the Customer;
• Leave a Customer's vehicle, premises, or driveway in a worse condition than you found it; or
• Abandon a job without notifying the Customer through the Platform and Autara support.

3.3 Merchant Conduct Toward Customers

You must:

• Respond to Booking requests and Customer messages promptly;
• Be courteous, respectful, and patient in all communications; and
• Handle Customer concerns or complaints calmly and in good faith before escalating to Autara.

You must not:

• Harass, intimidate, threaten, or verbally abuse any Customer or Autara staff member;
• Make unwanted romantic, sexual, or personal advances toward any Customer; or
• Discriminate against any Customer on any protected characteristic under applicable Australian law.

4.1 Accurate Information

You must provide accurate and complete information when creating a Booking, including:

• The correct vehicle details (make, model, year, condition);
• An accurate service address or vehicle location;
• Any relevant notes about the condition of the vehicle or access requirements; and
• A valid payment method capable of covering the Agreed Price.

4.2 Being Present and Prepared

You must:

• Ensure your vehicle is accessible at the agreed address during the Booking window;
• Remove any items from the vehicle that could be damaged;
• Comply with any reasonable pre-service instructions; and
• Notify the Merchant or Autara as early as possible if you need to reschedule or cancel.

4.3 Customer Conduct Toward Merchants

You must:

• Treat all Merchants with respect and courtesy;
• Raise any concerns about the Service calmly, directly, and in good faith; and
• Use the in-app Chat or the Autara dispute process to escalate issues.

6.1 For Customers — Writing Reviews

Reviews must be genuine, specific, fair, and respectful. They must not contain false information, personal attacks, or profanity.

Note: Reviews are subject to a minimum 24-hour publication delay after Booking completion.

6.2 For Merchants — Responding to Reviews

Responses must be professional and courteous, and free of personal information about the Customer.

6.3 Review Manipulation — Prohibited

Autara strictly prohibits all forms of review manipulation, including fake reviews, incentivised reviews, review gating, or retaliatory reviews.

9.1 Environmental Compliance (Merchants)

Merchants must comply with all applicable Environmental Laws, handle chemicals responsibly, and prevent runoff from reaching stormwater drains.

9.2 Safety Standards (Everyone)

All users must comply with Work Health and Safety (WHS) laws and not create risks of harm to any person.