Terms of Service

These Terms of Service govern your use of the Haulo platform to request hauling, transport, rubbish removal and related services from independent drivers.

Haulo operates a marketplace platform. Haulo facilitates booking requests, payment processing, customer communications, driver communications and related support processes. Independent drivers decide whether to accept jobs and perform the physical collection, transport, removal or related services.

By submitting a booking request or using the Haulo platform, you agree to these Terms.

Haulo helps customers submit booking requests and process payments.

Drivers remain free to accept or reject available jobs.

Drivers perform the physical services as independent operators and are not employees, agents, partners or representatives of Haulo.

Haulo does not guarantee that a driver will be available for every booking request.

Acceptance of a booking request through the platform does not mean Haulo itself is providing the physical rubbish removal, transport or hauling service.

Haulo may collect and review driver onboarding information such as licence details, vehicle registration, vehicle details, contact details and driver eligibility declarations for platform onboarding, safety, legal and operational purposes.

Unless Haulo separately states otherwise in writing, this onboarding review does not mean Haulo conducts comprehensive background checks, criminal history checks, or guarantees the conduct of any driver.

A booking request may be accepted for payment processing before a driver is confirmed.

Driver availability depends on location, timing, booking details, load type, site access, operational conditions and driver acceptance.

Haulo may continue searching for a driver, contact you for further information, cancel the booking, or release/cancel the payment authorisation if no suitable driver is available.

If a driver is not confirmed within the applicable search window determined by Haulo for the booking, your booking may be cancelled and you will be notified.

If your booking is cancelled before a driver is confirmed and before any charge is captured, you will not be charged for the job.

Prices are based on the booking details you provide through the platform, including load size, pickup location, timing, site access and any handling requirements.

You must provide accurate and complete information about the load, site access, timing, hazards, stairs, gates, animals, parking restrictions and any other matter that may affect the job.

If the actual load, item type, access conditions or handling requirements materially differ from what was described in the booking, the driver or Haulo may decline, pause or stop the job.

Where the actual job materially differs from the booking information, Haulo may ask you to approve an updated price, arrange a new booking, or cancel the job.

If you do not approve an updated price where one is required, the job may not proceed.

Where Haulo proposes to correct a pricing or booking error, the updated amount will be presented to you and you must approve it before the job proceeds. No varied amount will be charged without your prior approval.

Where a driver has attended, dispatched, or reasonably incurred time or costs in connection with your booking, and the booking cannot proceed or is cancelled for a customer-side reason, a call-out fee may apply. Customer-side reasons include: load, item type, access conditions or site characteristics that materially differ from what was described in the booking; prohibited, unsafe or unsuitable items presented for collection; rejection or non-response to a required load-size or price update within the applicable response window; or failure to provide safe, lawful or reasonable site access.

The call-out fee is a fixed amount based on the region of your pickup location. Current amounts are:

• Sydney Metro region — $59
• Sydney West region — $69
• Sydney Outer region — $109

These amounts may be revised from time to time. The applicable amount at the time of your booking will be disclosed to you before it is charged or captured, including through the price-update approval process or applicable support or approval steps. The fee is intended as a reasonable and proportionate contribution towards the driver's time, travel and out-of-pocket costs for an attended booking that could not proceed for a customer-side reason.

A call-out fee does not apply where Haulo or the driver caused the booking not to proceed. Nothing in this clause excludes, restricts or modifies any consumer guarantee, statutory right or remedy you have under the Australian Consumer Law or other applicable law.

Payment authorisations, captures, cancellations and refunds are handled through Haulo's payment systems and payment service providers.

Haulo may place a payment authorisation when you submit a booking. A payment authorisation is a hold on funds and is not necessarily a completed charge.

Any payment authorisation placed by Haulo at the time of booking will be held for a maximum of seven (7) days. If no suitable driver is confirmed within that period, the authorisation will be released automatically.

The final amount charged may depend on job completion, any approved load-size or booking change, cancellation outcome, refund outcome and applicable legal rights.

If a booking is cancelled before completion, any release of an authorisation or refund outcome depends on the actual payment state, the stage of the booking, the reason for cancellation and the applicable platform process.

Where you are entitled to a refund, Haulo will assess your refund request and notify you of its decision within five (5) business days of receiving all reasonably required information. Nothing in this clause limits any consumer guarantee or other non-excludable right you have under the Australian Consumer Law.

Where the law requires a refund, replacement service, compensation or other remedy, Haulo will process that outcome in accordance with those obligations.

You must provide safe, lawful and reasonably accurate booking information.

You must ensure safe site access and disclose relevant hazards, access restrictions, stairs, gates, animals, parking restrictions, building rules or handling risks.

You must ensure that someone authorised is available at the pickup location if required for access, confirmation of items or safety.

You must not ask a driver to collect, transport or dispose of unlawful, unsafe, restricted, hazardous, contaminated or prohibited items.

A driver or Haulo may decline, pause or stop a booking where the work is unsafe, unlawful, materially different from what was described, or reasonably unsuitable for the driver, vehicle or platform.

You are responsible for ensuring that the items presented for collection are yours to dispose of, or that you have permission from the owner or occupier to arrange collection.

Unless expressly accepted by Haulo in writing, you must not include the following items in a booking:

• asbestos or suspected asbestos
• chemicals, solvents, fuel, oil, paint or hazardous liquids
• gas bottles or pressurised containers
• batteries requiring specialist handling
• medical waste, sharps, biological waste or sanitary waste
• food waste or putrescible waste
• soil, contaminated material or construction waste requiring specialist handling
• tyres, mattresses or e-waste where separate disposal rules or fees apply, unless specifically accepted through the platform
• weapons, ammunition, explosives or illegal items
• animals, animal remains or animal waste
• any item that is unsafe, unlawful, regulated, contaminated, excessively heavy, or unsuitable for ordinary rubbish removal

Haulo or the driver may refuse to collect any item that appears prohibited, unsafe, misdescribed, restricted, regulated, contaminated or unsuitable for the accepted booking.

Additional disposal charges may apply where an item requires special handling or disposal and you have approved the additional charge.

Some items are regulated under the Protection of the Environment Operations Act 1997 (NSW) and associated NSW Environment Protection Authority requirements and cannot be lawfully transported or disposed of through general rubbish removal. By submitting a booking, you confirm that you are not knowingly including any regulated, prohibited or hazardous item without Haulo's express written approval.

You must provide reasonable access to the pickup location.

If the driver cannot safely access the site, identify the items, park reasonably close to the pickup location, or complete the job because of incorrect or incomplete booking information, the job may be cancelled, rescheduled, repriced or treated as unable to proceed.

Haulo may take into account driver evidence, customer evidence, site conditions, photos, timestamps, communications and payment state when assessing a dispute or refund request.

Haulo may assist in facilitating communication or resolution between customers and drivers in accordance with these Terms and Haulo's support processes.

Haulo is not required to adjudicate every dispute and is not bound by any position taken by either party.

Customers should use Haulo's official support channels for booking-related issues, payment questions, refund requests and communications that require platform assistance.

You should raise any issue as soon as reasonably possible after the job, especially where the issue relates to property damage, missing items, incomplete work or payment.

Haulo aims to acknowledge or otherwise respond to support requests within five (5) business days, although some matters may take longer where further investigation is reasonably required.

Haulo may request evidence reasonably required to review a complaint, dispute or refund request, including photos, timestamps, communications, site access details or payment information.

If a consumer matter remains unresolved after using Haulo's support process, you may escalate it to NSW Fair Trading or any court or tribunal with jurisdiction.

Drivers perform services on the Haulo platform as independent contractors. As between you and the relevant driver, the driver is the party primarily responsible for any property damage or personal injury caused by their acts or omissions in the performance of a job.

If you believe property damage or personal injury has occurred in connection with a booking, you should raise the issue with Haulo through the official support channels as soon as reasonably practicable and in any event within seven (7) days of the job.

Haulo will facilitate the resolution of your claim, which may include requesting evidence (photos, timestamps, communications), seeking a response from the driver, and where appropriate withholding driver payment pending resolution.

Haulo does not adjudicate every dispute and is not liable for the conduct of independent drivers except to the extent expressly stated in these Terms or required by law. Nothing in this clause limits any right you may have to bring a claim directly against the driver or to exercise any consumer guarantee or other non-excludable right under the Australian Consumer Law.

Drivers operate as independent contractors and are responsible for maintaining their own insurance arrangements appropriate to their operations.

Haulo does not currently maintain platform-level public liability insurance for customers.

Haulo may introduce platform-level insurance in the future, in which case the applicable terms will be made available through the platform.

Haulo makes no representation that any particular insurance is in place at the time of a booking.

To the maximum extent permitted by law:

• Haulo is not liable for indirect, incidental, special or consequential loss
• Haulo's liability is limited to amounts directly connected to the affected booking where such limitation is permitted by law
• Haulo is not responsible for acts or omissions of independent drivers except to the extent Haulo expressly undertakes obligations under these Terms or applicable law
• Haulo does not guarantee uninterrupted platform availability, driver availability, exact arrival times or completion times

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot lawfully be excluded.

Where the law permits liability to be limited above the statutory minimum, these Terms operate only to that permitted extent.

Without limiting the clauses above, any liability cap or limitation in these Terms does not apply to major failures, consumer guarantees, or any other rights, remedies or liabilities that cannot be excluded or limited under the Australian Consumer Law or other applicable law.

If you are entitled to rights or remedies under the Australian Consumer Law, those rights and remedies continue to apply.

Any limitation, exclusion or qualification in these Terms is subject to those non-excludable rights.

Haulo handles personal information in accordance with its Privacy Policy.

Haulo may send you transactional communications about bookings, payments, driver assignment, access, support, cancellation, refund or safety matters.

Promotional or marketing communications will be handled separately from transactional service communications where required by law.

You indemnify Haulo against loss, liability, cost, damage, expense or claim suffered or incurred by Haulo to the extent caused by your act or omission in:

• providing inaccurate, incomplete or misleading booking information
• including prohibited, restricted, hazardous, contaminated or unlawful items in a booking
• failing to provide reasonably safe site access or to disclose material access or safety risks
• materially misdescribing the load, waste type, item type or handling requirements
• providing unlawful or misleading disposal instructions or disposal-related information

This indemnity does not extend to loss, liability, cost, damage, expense or claim caused by Haulo's own negligence, breach of these Terms or unlawful conduct.

Haulo is not responsible for delay, suspension, failure or cancellation to the extent caused by events outside its reasonable control.

These events may include severe weather, natural disasters, flood, fire, road closures, strikes, labour disruptions, safety incidents, government action, telecommunications or network outages, service-provider outages, payment-provider outages, or platform outages.

Where reasonably practicable, Haulo will try to notify you of a material force majeure event affecting your booking and will work with you on an appropriate next step under these Terms and applicable law.

You must not assign, transfer or deal with your rights under these Terms without Haulo's prior written consent.

Haulo may assign or transfer its rights or obligations under these Terms as part of a merger, sale, business transfer, corporate restructure or similar transaction, provided this does not reduce any rights you have under applicable law.

Any set-off by Haulo or the customer under these Terms must be lawful and connected to amounts properly due in relation to the relevant booking, refund, charge, dispute or claim.

Clauses that by their nature are intended to continue will survive completion, cancellation or termination of these Terms or a booking, including clauses about payments, refunds, Australian Consumer Law rights, limitation of liability, indemnities, dispute resolution, governing law and accrued rights.

Haulo may update these Terms from time to time.

Material changes will be notified to you with at least fourteen (14) days' notice through the platform or by email to the address registered to your account.

Updated Terms apply only on a forward-looking basis. The Terms in force at the time you submitted a booking will continue to apply to that booking.

If you do not agree to a material change, you may cancel any bookings not yet completed in accordance with these Terms before the change takes effect.

These Terms are governed by the laws of New South Wales, Australia.

You and Haulo submit to the non-exclusive jurisdiction of the courts of New South Wales and courts competent to hear appeals from those courts.

If you need support about a booking, payment, refund, cancellation or dispute, use the official Haulo support channels available through the platform at the time of your request.