Terms of service

1. What HomeRelay is

HomeRelay is a platform that helps customers describe home-service work, receive a structured Work Order and quotes, and connect with independent service providers. HomeRelay Pro is the app for providers. HomeRelay is operated in Australia by JEON, SOON KI trading as HomeRelay.

HomeRelay is not the provider’s employer and does not itself perform the physical work. Providers are responsible for the services they offer, the prices they quote, and for holding any licence, insurance or qualification the work requires.

2. Accounts

You must give accurate account details and keep your sign-in details secure. You must not impersonate anyone, create fake jobs, submit fraudulent provider credentials, harass other users, or misuse the safety, review or dispute features. HomeRelay may restrict or suspend access where reasonably necessary to protect users, investigate misuse, comply with law or enforce these Terms.

3. Jobs, quotes and scope changes

Customers are responsible for describing the work as accurately as they reasonably can. Providers are responsible for reviewing the Work Order and asking for clarification before quoting or starting.

A quote records a provider’s proposed price and scope. A customer may accept or decline it in the platform. After acceptance, a change to the work is recorded as a scope change with its price difference, and it does not alter the agreed amount unless the customer explicitly approves it in the platform. An indicative estimate shown by HomeRelay is a guide to help structure a request; it is not a quote and not a guarantee of the final price.

4. Payments at launch

HomeRelay’s launch does not process customer payments and does not charge providers for subscriptions. Any payment for the physical work is arranged between the customer and the provider outside HomeRelay. HomeRelay records the accepted quote, approved scope changes and the completion of the job so both sides have the same record, but it does not hold, collect or settle money and takes no commission on job value. If a payment feature or provider subscription is introduced later, additional terms will be published before it is switched on.

5. Provider eligibility and safety

HomeRelay may restrict matching where licensing, insurance, verification, availability or service-area requirements are not met. Regulated work is only routed to providers whose relevant licence has been verified for their state, and a service or area we have not verified may stay unavailable even if a provider believes they can do the work. These checks do not replace a customer’s own judgement or a provider’s legal obligations. Do not use HomeRelay to request unlawful work, to bypass required licensing, or to create unsafe working conditions.

6. Reviews, messages and your content

Messages, photos, ratings and reviews must relate to genuine platform activity and must not be unlawful, threatening, misleading, fraudulent or intended to harm. Reviews can be reported and moderated; a moderated review may have its text withheld while the underlying rating remains. You keep ownership of your content and grant HomeRelay the limited rights needed to host, transmit, display and process it in order to operate, secure and improve the service.

7. Cancellations, disputes and rework

The platform provides actions for cancellation, disputes, rework and rematching with another provider. Which actions are available depends on the job’s current state and your role. HomeRelay may keep records needed to resolve disputes, prevent abuse or meet legitimate record-keeping requirements. HomeRelay can facilitate a dispute process; it does not remove any right or remedy that cannot legally be excluded.

8. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law or other law that cannot lawfully be excluded. For services supplied by a provider, the consumer guarantees (for example that services are provided with due care and skill, are fit for a disclosed purpose and are supplied within a reasonable time where no time is fixed) are owed by the provider who supplies them.

9. Availability and liability

HomeRelay aims to keep the platform available and accurate but does not promise uninterrupted operation, that every request will receive a quote, or that a suitable provider will always be available. Matching and verification reduce risk; they do not guarantee workmanship, conduct or outcomes. To the maximum extent permitted by law, HomeRelay is not responsible for loss caused solely by the conduct of an independent provider or customer outside HomeRelay’s reasonable control. This clause does not exclude liability that cannot legally be excluded.

10. Account deletion and termination

You may request account deletion from inside either app; see Delete your account. A provider’s deletion request stops new work being offered at once, but work already accepted is not automatically cancelled. Some records may be kept where reasonably required for active jobs, disputes, safety, fraud prevention, business records or applicable law. HomeRelay may suspend or terminate an account for serious or repeated misuse, fraud, safety risk or legal requirement, using a proportionate process where practicable.

11. Changes to the service or these Terms

HomeRelay may update the service and these Terms as the product changes. Material changes will be communicated in a reasonable way before they take effect where required.

12. Governing law and contact

These Terms are governed by the laws applicable in New South Wales, Australia, subject to any mandatory law that applies elsewhere. Questions about these Terms can be raised through the support page. Our Privacy Policy explains how personal information is handled.