GigMate Policy

Messaging Terms & Conditions

1. Purpose of Messaging

• The messaging feature allows secure communication between customers and service providers within the platform.
• Permitted uses include:
• Rescheduling or cancelling bookings
• Viewing or confirming booking details
• Sharing information about the service or gig
• Requesting or approving additional payment, if the provider needs extra payment to complete a gig or service

2. User Responsibilities

• Both customers and providers are responsible for the content they send.
• Messages must be professional, relevant, and service-related.
• Messages must not contain illegal, offensive, abusive, discriminatory, or inappropriate content.
• Sharing personal contact information (phone numbers, email addresses, or other personal identifiers) through messaging is strictly prohibited.
• Users must not share sensitive financial information beyond what is required to complete a service.
• Users must not use messaging to solicit business outside the platform or bypass platform fees.

3. Platform Monitoring & Privacy

• Messages are stored securely, and access is restricted to authorized personnel for support, dispute resolution, or legal purposes.
• The platform reserves the right to monitor messages for compliance, safety, or quality assurance.

4. Communication Guidelines

• Messages should focus on:
• Confirming service details
• Providing updates or clarifications regarding the gig or service
• Handling rescheduling, cancellations, or additional payments
• Providers may request extra payment only through the platform messaging system and for legitimate reasons to complete the service. Customers should approve extra payments via the platform to ensure protection.

5. Prohibited Use

Users may not use messaging to:

• Harass, threaten, intimidate, or defame other users
• Send spam, promotional content, or unauthorized commercial offers
• Share personal contact information (phone numbers, email IDs) or other sensitive identifiers
• Share sensitive information unnecessarily
• Conduct any activity outside the platform that violates laws or regulations

6. Liability

• The platform is not responsible for any disputes, damages, or losses arising from messaging interactions.
• Users agree to hold the platform harmless from claims related to messaging misuse or disagreements between providers and customers.

7. Termination & Suspension

• We reserve the right to suspend or terminate messaging privileges and/or user accounts for violations of these terms, including sharing personal contact information or other prohibited activities.

8. Changes to Terms

• These terms may be updated at any time. Users will be notified of significant changes via the platform or email. Continued use of messaging constitutes acceptance of the updated terms.

This Dispute Resolution Policy applies to all services offered, accepted or performed through GigMate by Giggy, including via the GigMate mobile application and related platform services (the “Platform”).

For the purposes of this policy, “Giggy” refers to the platform operator and legal entity responsible for operating the Platform. “GigMate” is a provider-facing application operated by Giggy.

This policy operates together with Giggy’s Terms and Conditions and Privacy Policy. In the event of any inconsistency, the Terms and Conditions prevail.

Giggy Dispute Resolution Policy

1. Resolve Through Direct Communication (First Step)

• Giggy encourages customers and providers using GigMate to resolve concerns directly via the in-app chat available on the Platform before escalating to Support.
• Most misunderstandings (e.g., timing, quality, payment) can be cleared through polite discussion and proof exchange.
• The app will automatically prompt both parties with helpful resolution tips before allowing escalation (e.g., “Have you tried contacting the provider?”).

2. Quick-Action Timeframes

To protect you from complaints outside the window AND comply with Australian Consumer Law (ACL):

• General disputes must be lodged within 15 days of service completion.
• Damage or safety-related issues must be reported within 48 hours.
• Reports submitted after these windows may not qualify for mediation unless exceptional circumstances apply.
• Consumer rights under Australian Consumer Law are not limited by these timeframes, however Giggy’s mediation window and platform protection benefits apply only within the specified reporting periods.

Nothing in this policy limits rights under the Australian Consumer Law (ACL). Giggy’s mediation process and platform protection benefits apply only within the reporting periods stated above.

3. How to Raise a Dispute

• A dispute can be initiated through the GigMate app → Service → Report an Issue, or via contact@gogiggy.com.
• Supporting evidence (photos, chat screenshots, invoices, etc.) must be uploaded for faster handling.
• Giggy may request further documentation before proceeding.

Disputes relating to services, payments, communications or agreements conducted outside the Platform are not eligible for mediation or protection under this policy.

4. Giggy Mediation Process

• Once a dispute is raised, Giggy’s Support Team will:
  • Review all submitted details.
  • Contact both parties for clarification.
  • Aim to reach a resolution within 5 business days.
• Both parties must respond to requests for information within 48 hours to avoid automatic closure.

Giggy assesses disputes based on information provided by the parties and does not independently verify the authenticity or accuracy of submitted evidence beyond reasonable administrative checks.

Giggy is not an arbitrator and does not determine legal liability.

5. Resolution Outcomes

Depending on the findings, Giggy may:

• Arrange a re-service by another verified provider.
• Issue a partial or full refund for unsatisfactory work.
• Offer credit or compensation for verified property damage.
• Close the case if the complaint is found invalid or unsupported by evidence.
• Resolution decisions are internal platform outcomes and do not replace any external legal rights under Australian Consumer Law.

6. Provider Accountability

• Providers must:
  • Deliver services exactly as booked.
  • Maintain professionalism and courtesy.
• Proven misconduct may result in:
  • Penalties applied to future payouts.
  • Temporary or permanent suspension from the Platform.
  • Mandatory retraining for repeat or minor offences.

Where a dispute involves serious safety concerns, unlawful conduct or immediate risk, Giggy may suspend a provider’s access immediately pending investigation, regardless of standard response timeframes.

7. Customer Responsibilities

• Customers must:
  • Provide accurate service details and safe access.
  • Treat providers respectfully.
  • Use the dispute system in good faith.
• Submitting false or exaggerated claims may result in account restrictions or suspension in accordance with Giggy’s Terms and Conditions.

8. Escalation Path

• If a party disagrees with the Support Team’s resolution, they may escalate the issue to Giggy’s Dispute Review Panel.
• The panel conducts an independent review and delivers a final internal decision.
• External arbitration may be sought only after all internal avenues are exhausted.
• Once a dispute is closed following a final internal decision, the matter will not be reopened and any applicable platform protection benefits will cease.
• Giggy’s dispute resolution process is not formal legal arbitration and is provided as a platform service only.

9. Giggy Protection Promise

• Giggy offers limited coverage under its “Service Satisfaction & Protection Plan”, covering verified damages up to a capped amount.
• This is a goodwill measure and is not an insurance policy, product warranty or substitute for legal remedies.
• Providers are still primarily liable for any proven negligence or damage.
• Giggy’s protection plan is a voluntary platform benefit and is not insurance, product warranty or a substitute for legal remedies.

10. Communication Transparency

• All dispute-related messages and attachments are securely recorded within the Platform.
• Both parties can track case progress, view updates, and see the final decision.
• Giggy may use anonymized data to improve future platform safety and training.
• Giggy may use anonymised dispute data to improve platform safety, training and service quality.

11. Prevention and Education

To reduce disputes before they arise:

• Rating alerts: Giggy notifies providers who consistently receive low ratings and provides improvement tips.
• Customer pre-confirmation: The app reminds customers to review booking details (location, price, service type) before confirming.
• Photo evidence prompts: Before completing a booking, both parties are prompted to upload “Before” and “After” photos (for service categories like cleaning, beauty, or automotive).
• Auto-resolution suggestions: If a dispute is minor (e.g., scheduling, small refund), the app suggests compromise options (partial refund, reschedule) before escalation.

12. Final Guiding Principle

Giggy’s goal is to foster trust and fairness by resolving concerns collaboratively, efficiently and respectfully, without unnecessary escalation.

Support is a safety net — not the first stop.

Overview

Definition

For the purposes of this policy, “Provider” means GigMate, being the provider-facing application operated by Giggy through which services are supplied to customers.

• Gigmate respects the time and effort of service providers while ensuring reliability for customers.
• This policy defines how cancellations, no-shows, and rescheduling are handled to maintain professionalism and fairness on the platform.

This policy operates alongside Giggy’s Terms and Conditions and Privacy Policy. In the event of any inconsistency, the Terms and Conditions prevail.

1. Provider Cancellations and No-Shows

• Providers are expected to fulfill confirmed bookings.
• If a provider cancels or no-shows:
• A cancellation fee equal to 30% of the booking value will be deducted from the provider’s next payout.
• Any applicable platform fees for that cancelled booking will be waived.
• Giggy may retain or deduct applicable processing, administrative, or platform costs in accordance with Giggy’s Terms and Conditions.
• Customer protection:
• Customer receives a full refund.
• Refunds apply to the service amount paid and do not automatically include non-refundable processing or platform costs unless required by law.
• Customer’s next booking service fee waived.
• Emergency cancellations:
• Reviewed case-by-case with Giggy Support.
• Final decision made by Giggy team and communicated to provider.
• Repeated issues:
• Providers are not suspended for single incidents, but repeated last-minute cancellations or no-shows may result in provider account suspension or rating impact.

2. Provider Rescheduling

• Providers may reschedule for valid reasons: illness, emergencies, vehicle issues, unsafe conditions (e.g., severe weather).
• Rescheduling windows:
• Within 24 hours: reschedule once with customer agreement.
• More than 24 hours away: provider and customer may reschedule up to three times total (combined).
• All rescheduling must occur through the Gigmate mobile app.
• Rescheduling rules:
• More than 24 hours before appointment: allowed, no penalty; provider must notify customer promptly.
• Within 24 hours: allowed with a valid reason; logged in system; repeated cases may be reviewed.
• Within 12 hours or after start: strongly discouraged.
• Rescheduling limits:
• Each booking can be rescheduled up to 3 times total (combined).
• Providers may reschedule a maximum of twice per booking.
• If the booking is within 24 hours, only one reschedule allowed.
• Once the limit is reached, further changes require cancellation and rebooking.

3. Scheduling Responsibility

• Providers must plan schedules realistically.
• Maintain a minimum 30-minute buffer between jobs to prevent overlaps and delays.
• Repeated scheduling conflicts may impact the provider’s reliability rating.

4. Cancellations vs Rescheduling

• Cancellation fee: 30% of the booking value deducted from the next provider payout.
• Emergency cancellations: reviewed case-by-case with Giggy Support; final decision by Giggy team.

5. Multiple Service Bookings

• Providers must manage timing to avoid overlaps.
• If a conflict arises, the affected service:
• Follows standard cancellation or rescheduling rules.
• Penalties are applied per service.

6. Repeated Issues

• Frequent last-minute reschedules or cancellations can:
• Lower the provider’s reliability score.
• Trigger temporary account holds or reviews by the platform team.