Provider Terms

These Provider Terms apply to every service provider who lists services on White Koala. They work together with the White Koala Terms & Conditions and Privacy Policy. If anything in these Provider Terms conflicts with the general Terms & Conditions, these Provider Terms apply to you as a provider.

To offer services on White Koala you must be at least 18 years old, have the legal right to work in Australia, and hold any licences, registrations, insurances or clearances your services legally require. You must keep your account in good standing and must not transfer or share it.

Before your profile goes live, White Koala verifies your identity and, where applicable, your business details. You must provide accurate identity documents, business information and any category-specific documents (such as police checks, working-with-children clearances, licences, qualifications or insurance) when they are requested.

Verification documents are used only to verify you. Sensitive document details — including the documents themselves and document numbers — are never shown publicly. Customers only ever see verification outcomes, such as a "Verified" badge, not your private documents or document numbers.

Providers operating as a business must supply a valid Australian Business Number (ABN) and keep it active. White Koala may verify your ABN against the official registers. You are responsible for your own tax and GST obligations, including registering for GST where required and issuing any invoices or receipts you must provide by law.

You are responsible for the accuracy of your profile, services, prices, availability, service locations and qualifications. Information must be kept current — pricing, durations, service areas and availability can be updated from your Provider Dashboard at any time. Misleading or inaccurate information may lead to removal of services or suspension of your account.

You must perform services professionally, safely and with reasonable care and skill, arrive at scheduled bookings on time (or give early notice if you cannot), treat customers and their property respectfully, and comply with all applicable Australian laws — including worker screening, child-related and vulnerable-person requirements where they apply to your services.

You set the prices for your services. Where a price is shown as fixed, customers pay that price; where a price is shown as "from", the customer pays the final price you record after the service, and you should give a clear reason for any difference from the estimate. Prices must include any GST you are registered for, as displayed at checkout.

White Koala charges a platform commission on completed bookings. The commission applying to your category, and any customer booking fee, is always displayed in your Provider Dashboard and at checkout — it is not restated here, because rates are set per category and may change with notice. Fee changes apply prospectively to bookings made after the change.

Provider earnings are paid through Stripe Connect. You connect your payout account through Stripe's own onboarding, and your bank details are held and processed by Stripe — not stored by White Koala. Payout timing and any Stripe fees are governed by the Stripe Connected Account Agreement. You must keep your Stripe payout account active and accurate to receive earnings.

If you cancel a confirmed booking, the customer is refunded in full and the cancellation is recorded on your account. Repeated provider cancellations or no-shows may result in reduced visibility, suspension or removal. Where a customer cancels inside the applicable cancellation window or does not show up, the Cancellation & Refund Policy determines any compensation payable to you.

Disputes about a completed service are handled under the platform's dispute process and the Cancellation & Refund Policy. White Koala may hold, offset or claw back amounts (including from future earnings) to resolve a dispute, refund a customer, or recover an incorrect payout.

You are an independent provider, not an employee or agent of White Koala. You are solely responsible for holding all licences, registrations, insurances and clearances required for the services you offer, for meeting your employment, work-health-and-safety, consumer-law and privacy obligations, and for the services you perform.

White Koala may suspend, restrict or remove a provider or their services if verification fails or lapses, required documents expire, these terms are breached, credible safety concerns arise, or the law requires it. Where an application is unsuccessful, you will be told what changes are needed so you can fix and reapply. Serious breaches may result in permanent removal.

Material changes to these Provider Terms will be notified to providers, and renewed acceptance may be requested before affected features can continue to be used. Continuing to use the provider portal after a change takes effect means you accept the updated terms.