Autara Customer Terms and Conditions

Glossary

All defined terms used in this Agreement have the following meanings:

1. How Autara Works

1.1 Autara operates an online marketplace connecting Customers with independent Merchants who offer car care and detailing Services.

1.2 Customers can browse Merchant listings and submit a Booking request for a Service.

1.3 When a Merchant accepts a Booking request, a Booking is created between the Customer and the Merchant. At this point, Autara will authorize (but not capture) the Agreed Price on Your nominated payment method via Stripe.

1.4Once the Merchant marks the Service as commenced, the Booking status updates to "In Progress."

1.5Once the Service is completed and the Booking status updates to "Complete," the Agreed Price will be captured from Your nominated payment method.

1.6 After completion, both parties are encouraged to leave a review on the Platform.

1.7 Autara is a platform intermediary only. Autara does not perform any Services and is not a party to any contract between You and a Merchant for the performance of a Service.

2. Autara's Role and Obligations

2.1 Autara provides the Platform to enable Customers and Merchants to connect and transact.

2.2 Autara only permits individuals aged 18 years or over to create a Customer account.

2.3In its reasonable discretion, Autara may refuse to allow any person to become a Customer, or may suspend or terminate any existing account, including where Autara considers that a Customer's conduct is detrimental to the Platform, other users, or is in breach of this Agreement.

2.4 Autara accepts no liability for any aspect of the interaction between a Customer and a Merchant, including the description, performance, or quality of any Service, except to the extent that Autara has been directly negligent in facilitating that interaction.

2.5 Autara does not warrant the truth or accuracy of any information provided by Merchants, including their stated qualifications, licenses, or ability to perform Services.

2.7Except in relation to any rights You have under the Australian Consumer Law that cannot be excluded or modified, the Platform is provided on an "as is" basis without any warranty or condition, express or implied, including warranties of merchantability or fitness for a particular purpose.

3. Your Account and Obligations

3.1 To use the core features of the Platform, You must create an account by providing accurate, current, and complete information including Your full name, email address, and mobile number.

3.3 You must not use the Platform for any illegal or improper purpose.

3.5 Location-based features.The Platform uses real-time GPS and location-based functionality to help You find nearby Merchants and enable mobile service delivery. By using these features, You consent to the Platform accessing Your device's location data for this purpose. Location data is used only during an active session to identify nearby Merchants and is not stored by Autara beyond that session, unless You save a preferred service address. Location search is powered by Google Maps — see our Privacy Policy for further details. You should never disclose personal details such as Your full home address or phone number in any publicly visible area of the Platform.

3.6 If Autara determines at its reasonable discretion that You have breached any obligation under this clause 3, it reserves the right to remove content You have submitted, or to suspend or cancel Your account.

3.7 Feedback.If You provide Autara with any ideas, suggestions, feedback, or recommendations regarding the Platform or Autara's services (Feedback), You grant Autara a perpetual, worldwide, royalty-free, irrevocable, non-exclusive licence to use all intellectual property rights in that Feedback and acknowledge that Autara may use it for the purpose of improving and operating the Platform without restriction or compensation to You. Autara will not commercially exploit your Feedback in a manner that identifies you without your consent. This clause survives termination of this Agreement.

4. Booking Process

4.1 You may browse Merchant listings and submit a Booking request at no charge.

4.2 A binding Booking is only created when a Merchant accepts Your request and a Booking Confirmation is issued. Submission of a request alone does not constitute a confirmed Booking.

4.3 Upon Booking Confirmation, Autara (via Stripe) will place a pre-authorization hold on Your nominated payment method for the Agreed Price. Payment will be captured on Service completion in accordance with clause 5.

4.4 You may vary a confirmed Booking by agreement with the Merchant through the in-app Chat. Any change to the Agreed Price must be made through the Platform.

4.5 Once a Booking has been confirmed, the Merchant and Customer are strongly encouraged to communicate through the in-app Chat to manage any variations or queries.

4.6 Merchants are independent contractors. They are not employees, agents, or representatives of Autara. Autara does not supervise or control the way in which any Service is performed.

5. Payment, Refunds and Cancellations

5.1 All prices displayed on the Platform are in Australian dollars (AUD) and inclusive of GST unless otherwise stated.

5.3Autara does not store Your full payment card details on its own systems. Card data is handled by Stripe in accordance with Stripe's terms of service and privacy policy.

5.4 Free cancellation. If You cancel a confirmed Booking within the Cancellation Window (24 hours from Booking Confirmation), You will receive a full refund to Your original payment method. No cancellation fee applies.

5.5 Late cancellation. If You cancel a confirmed Booking after the Cancellation Window has expired, the following applies: (a) If cancelled more than 24 hours before the scheduled Service time, no cancellation fee applies; (b) If cancelled within 24 hours of the scheduled Service time, a cancellation fee equal to 50% of the Agreed Price (to compensate the Merchant for lost time) or $50 AUD (whichever is lower) will apply. The remainder will be refunded to Your original payment method.

5.6 No-show. If You fail to make Your vehicle accessible or are otherwise unavailable at the agreed Service time and location without prior cancellation, the full Agreed Price will be charged. If You believe a genuine emergency prevented You from cancelling in advance, You may contact us at support@autara.au within 2 hours of the scheduled Service time with an explanation. Autara may, in its reasonable discretion, issue a partial or full refund in exceptional circumstances. This clause does not affect Your rights under the Australian Consumer Law.

5.7 Merchant cancellation. If a Merchant cancels a confirmed Booking, You will receive a full refund to Your original payment method within the standard processing timeframe (typically 5–10 business days, depending on Your bank or card provider).

5.8 Autara may take up to 5–7 business days to process a refund after a qualifying cancellation event.

5.9 Nothing in this clause 5 limits any rights You have under the Australian Consumer Law, including consumer guarantees in respect of services not delivered as described.

6. Dispute Resolution

6.1 If You have a dispute with a Merchant regarding a Service, You should first try to resolve it directly with the Merchant through the in-app Chat.

6.2 If You cannot resolve the dispute with the Merchant directly, You may escalate it to Autara within 14 days of the Booking completion date by contacting us at support@autara.au. Please include Your Booking reference, a description of the issue, and any supporting evidence.

6.4 You acknowledge and agree that Autara may, in its reasonable discretion, share relevant information with the other party to a dispute for the purpose of facilitating resolution.

6.5 If a dispute between You and Autara cannot be resolved through direct negotiation within 30 days, either party may refer the matter to mediation by a mutually agreed mediator. The cost of mediation will be shared equally unless otherwise agreed.

6.6If You have a complaint about Autara's service, contact us at support@autara.au.

6.7 Nothing in this clause 6 limits Your right to make a complaint or seek redress through any applicable consumer protection authority, tribunal, or court, including the Australian Competition and Consumer Commission or a relevant state or territory fair trading office.

7. Reviews and Feedback

7.1 Following a completed Booking, You may be invited to submit a review of the Merchant and Service.

7.3 Autara reserves the right to remove or decline to publish any review that it reasonably considers to be in breach of this Agreement or the Community Guidelines.

7.4If You delete Your account, Your name and account details will be removed from Your reviews and replaced with an anonymized identifier (e.g., "A past customer"). The anonymized review content may remain visible on the Merchant's profile as part of their service history. You may request full removal of Your reviews by contacting privacy@autara.au before deleting Your account.

8. In-App Chat

8.1 The Platform includes an in-app messaging feature that allows You to communicate with Merchants in relation to confirmed Bookings.

8.2 You acknowledge that chat messages are stored by Autara, are visible to both You and the Merchant, are retained for 2 years from the Booking date for dispute resolution and platform safety purposes, and may be accessed by Autara for those purposes. You may request deletion of Your chat messages (other than those related to an open or recent dispute) by contacting privacy@autara.au. Autara will process Your request within 30 days, subject to any legal obligation to retain the relevant records.

8.4 Breach of clause 8.3 may result in immediate suspension or termination of Your account.

9. Intellectual Property

9.1 All intellectual property in the Platform — including the Autara name, logo, software, design, text, and graphics — is owned by or licensed to Autara and is protected by applicable law.

9.2These terms do not grant You any right, title, or interest in Autara's intellectual property. You must not copy, reproduce, or create derivative works from the Platform or its content without Autara's prior written consent.

9.3You retain ownership of all content You submit to the Platform. By submitting content, You grant Autara a non-exclusive, worldwide, royalty-free, sublicensable license to use, reproduce, modify, adapt, and publish that content solely for the purposes of: (a) operating, maintaining, and improving the Platform; (b) displaying content to other users as part of the Platform's normal operation (including displaying Your reviews on Merchant profiles); and (c) internal analytics and product development. This license does not permit Autara to sell or disclose Your content to third parties for their independent commercial use. This license continues for as long as is reasonably necessary to achieve the stated purposes, including for de-identified content that forms part of Autara's aggregated data sets. Autara agrees that any public use of Your images for marketing purposes will have identifying information (such as vehicle registration plates) obscured or removed in accordance with our Privacy Policy.

9.4 You warrant that You own or have the necessary rights to any content You submit, and that Your content does not infringe the rights of any third party.

9.5 Aggregated data.Autara may collect, analyze, and use data generated through Your use of the Platform in anonymized, aggregated, or de-identified form (Aggregated Data) for any purpose, including to operate, improve, and market the Platform and to develop new features and services. Aggregated Data does not identify You individually. Autara's use of Aggregated Data does not affect Your rights under our Privacy Policy or under applicable privacy law.

10. Limitation of Liability

10.2 Autara excludes all liability for indirect, consequential, incidental, or special loss or damage, including loss of profit, loss of data, or damage to goodwill, to the maximum extent permitted by applicable law.

10.3Nothing in this clause 10 excludes or limits any consumer guarantee, right, or remedy You have under the Australian Consumer Law that cannot be excluded or limited by contract, including guarantees that services will be rendered with due care and skill. Where Autara is permitted to limit its liability for breach of a consumer guarantee, Autara's liability is limited, at its option, to supplying the services again or paying the cost of having the services supplied again.

10.4 To the maximum extent permitted by law, You agree to indemnify and hold harmless Autara, its directors, and employees from any claims, liabilities, damages, or costs (including reasonable legal fees) arising directly out of Your material breach of this Agreement, Your violation of any law, or Your infringement of any third-party rights.

11. Privacy

11.1 Autara collects, holds, uses, and discloses Your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and our Privacy Policy.

11.2 Our Privacy Policy is incorporated into and forms part of this Agreement. You should read it carefully before creating an account.

11.3 Autara uses third-party service providers that may process Your personal information outside Australia, including in the United States. These providers include Stripe (payment processing), Google LLC (maps, authentication, and push notifications), Apple Inc (authentication), and Amazon Web Services (cloud infrastructure, communications, and content moderation). Autara takes commercially reasonable steps to ensure that these providers handle Your personal information consistently with the Australian Privacy Principles, including by maintaining data processing agreements with each provider.

11.4 Third-party service providers provide their services pursuant to their own terms and privacy policies. Before using any third-party service integrated with the Platform, You should review their terms.

11.5 By creating an account, You acknowledge that You have read and understood our Privacy Policy.

12. No Agency

12.1 No agency, partnership, joint venture, employee-employer, or similar relationship is created by this Agreement between You and Autara, or between You and any Merchant.

12.2 You have no authority to bind Autara in any way.

12.3 Merchants are independent contractors and are solely responsible for the Services they provide.

13. Account Suspension and Termination

13.1 By You. You may close Your account at any time using the in-app account deletion feature or by contacting us at privacy@autara.au. Account deletion is handled in accordance with our Privacy Policy. You remain responsible for any amounts outstanding at the time of deletion.

13.3 Termination of Your account does not affect any Booking that has already been confirmed or is in progress, subject to clause 13.2(d).

13.4If Your account is terminated for any reason, You must not create further accounts on the Platform without Autara's prior written consent.

13.5 The following clauses survive termination of this Agreement: clauses 3.7, 5, 6, 9, 10, 11, 12, 15, and any other clauses that by their nature should continue.

14. Modifications to This Agreement

14.1 Autara may modify this Agreement or any policies incorporated into it from time to time by publishing updated terms on the Platform.

14.2For the purposes of this clause, a material change means a change that adversely affects Your rights or increases Your obligations under this Agreement. Where Autara proposes to make a material change, it will provide at least 14 days' prior written notice via email to Your registered address and via an in-app notification, before the change takes effect. For non-material or administrative changes (including updates to contact details, formatting, or clarifications that do not alter substantive rights), Autara may publish the updated terms without advance notice.

14.3 For material changes, You may reject the change by closing Your account in accordance with clause 13.1 before the effective date. If You continue to use the Platform after the effective date of a material change, You are taken to have accepted the amended terms. For non-material changes, continued use of the Platform constitutes acceptance from the date of publication.

15. Notices

15.1 Notices under this Agreement may be given by email or by post. Any notice to Autara must be sent to the address at clause 17.

15.2 A notice sent by email is deemed received 24 hours after sending (unless the sending party is notified of non-delivery). A notice sent by pre-paid post is deemed received three business days after posting within Australia.

16. General

16.1 Governing law. This Agreement is governed by the laws of Victoria, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Victoria, except that nothing in this clause prevents a party from seeking urgent injunctive or equitable relief from any court of competent jurisdiction.

16.2 Severability. If any provision of this Agreement is invalid or unenforceable under applicable law, that provision will be severed or read down to the minimum extent necessary, and the remaining provisions will continue in full force.

16.3 Entire agreement. This Agreement, together with the Privacy Policy and Community Guidelines published on the Platform, constitutes the entire agreement between You and Autara in respect of Your use of the Platform as a Customer, and supersedes all prior representations, understandings, and agreements.

16.4 Waiver. A failure or delay by Autara to exercise any right under this Agreement does not constitute a waiver of that right.

16.5 Assignment.Autara may assign or novate this Agreement to a related body corporate or to a successor entity in connection with a merger, acquisition, or sale of all or substantially all of Autara's assets, without Your prior consent, provided that: (a) Autara notifies You at least 30 days before the assignment takes effect; and (b) the assignee agrees to be bound by the terms of this Agreement. If You do not wish to continue under the assigned Agreement, You may close Your account in accordance with clause 13.1 before the effective date. You may not assign or transfer Your account or any rights under this Agreement without Autara's prior written consent.

16.6 Force majeure.Autara is not liable for any failure or delay in performing its obligations under this Agreement to the extent caused by events beyond Autara's reasonable control, including but not limited to acts of God, government actions, third-party service outages (including payment processor or cloud infrastructure failures), natural disasters, cyber attacks, or telecommunications failures. Autara will notify You as soon as practicable of any such event and resume performance as soon as reasonably possible. If an outage prevents completion of a confirmed Booking, Autara will use commercially reasonable efforts to facilitate a reschedule or full refund.

17. Contact

Autara
ABN: 46 299 200 791
Registered address: U24, 234 Warrigal Rd, Camberwell, VIC 3124, Australia
General enquiries: support@autara.au
Legal notices: legal@autara.au
Privacy enquiries: privacy@autara.au