1. Agreement to Terms
By accessing or using Neighcrew ("the Platform"), you agree to be bound by these Terms of Service ("Terms"). If you disagree with any part of these terms, you may not access or use the Platform.
During a pilot or beta phase, access to the Platform may be limited, changed, or withdrawn.
2. Eligibility and Age Restrictions
- You must be at least 18 years old to use the Platform
- Our platform is not intended for individuals under 18 years of age
- If you are under 18, you must not use this Platform
- You must have the legal capacity to enter into contracts
- Venue managers must have a valid Australian Business Number (ABN)
- Workers must be legally authorized to work in Australia
- You must provide accurate and complete information when creating an account
Children's Privacy: We do not knowingly collect or process personal information from individuals under 18 years of age. If we become aware that we have collected information from a user under 18, we will take steps to delete that information immediately and terminate the account.
3. Account Registration
- You are responsible for maintaining the confidentiality of your account credentials
- You are responsible for all activities that occur under your account
- You must notify us immediately of any unauthorized access to your account
- We reserve the right to suspend or terminate accounts that violate these Terms
4. Platform Services
Neighcrew is a platform that connects hospitality venues with reliable local workers in Australia. The Platform operates across major Australian cities including Sydney, Melbourne, Brisbane, Perth, Adelaide, and regional areas. Signing up is free. Workers can set their preferred search radius (e.g. 5–50 km) when browsing shifts. Our focus is on helping venues build a trusted local crew they can rebook, and helping workers build visible experience and reliability over time.
The Platform supports a structured trust-building system where workers can progress through practical sessions, trial shifts, paid shifts, and rebooking. Each stage generates different types of evidence (e.g. attendance, supervised reliability, operational proof, venue endorsement). This system is designed to help unknown workers build trust with venues over time through real, verifiable on-platform activity. Trust and suitability are shown through multiple signals (e.g. Neighcrew Record, reliability metrics, rebooks, verification level), not only a single score; any composite rating or score is for convenience only.
4.0 Practical Sessions and Training
The Platform may offer practical or training sessions ("Practical Sessions") where workers receive supervised, real-world exposure to a venue environment. Practical Sessions are distinct from paid labour and are designed for learning and trust-building purposes. Quiet-hours and pilot practical sessions are experimental and may be changed or discontinued.
- Practical Sessions are supervised by the venue and do not constitute an employment or independent contractor engagement for paid work
- Venues must not use Practical Sessions as a substitute for paid labour. Sessions must involve genuine learning, observation, or guided exposure rather than independent operational work
- Pricing for Practical Sessions may vary. The default model is venue-pays-worker at a low hourly rate. Other models (including platform-subsidized pilot sessions) may be tested and will be clearly communicated before participation
- Participation in Practical Sessions is voluntary for both venues and workers
- Practical Sessions may be offered during quiet hours or spare capacity periods at the venue's discretion
- Quiet-hours and pilot practical-session features are experimental and may be changed or discontinued.
4.0a Hosted Sessions (attendee-paid sessions)
The Platform may offer "Hosted Sessions" where venues create paid sessions and workers book and pay to attend. Hosted Sessions are distinct from shifts (where the venue pays the worker). Payment for Hosted Sessions is processed through the Platform; venues receive payouts via Stripe Connect, subject to applicable platform fees. Refund and cancellation: if a venue cancels a Hosted Session, all paid attendees receive a full refund. If an attendee cancels their booking, they receive a full refund only when the cancellation is made more than 24 hours before the session start; otherwise no refund is issued.
4.1 For Venue Managers
- You may post shifts and hire workers through the Platform
- You agree to pay workers for completed work as agreed in the shift posting
- You must provide accurate shift details including start time, end time, hourly rate, and location. The minimum hourly rate is $10; we recommend $25–40/hour for experienced workers.
- Shifts should ideally be posted 24–48 hours in advance; the minimum is 3 hours before the shift starts.
- You are responsible for verifying worker identity and attendance. Workers may be verified through identity verification during onboarding, payment account verification, GPS location verification at clock-in/out (within 100 m of the venue), QR-based clock-in/out where enabled by the venue, and the rating and review system after each shift. Venues are responsible for verifying that workers hold any legally required qualifications (such as RSA) for the role.
- Overtime: If a worker works longer than the maximum hours agreed, you will receive a notification. You may approve the overtime (worker is paid for all hours) or dispute it if unauthorized; if disputing, you must provide a reason.
- Shift changes: You may not edit shift details within 3 hours of the start time. If a worker is already approved, you may not change the shift date or time within 24 hours of the start time; to make changes, you must cancel the shift (a cancellation fee may apply).
- Manual clock-in/out: In exceptional cases (e.g. worker device failure), you may record clock-in or clock-out on behalf of the worker.
4.2 For Workers
- You may apply for and accept shifts posted by venue managers
- You must arrive on time and complete the shift as agreed. Where required by law or by the venue (for example, RSA for certain hospitality roles), you are responsible for obtaining and maintaining valid qualifications. Venues and workers must confirm required qualifications; Neighcrew does not guarantee verification of credentials.
- You must clock in and out using GPS verification at the venue location and/or venue-provided QR codes, as required by the specific shift or venue. You must be within 100 metres of the venue to clock in when using GPS. If clock-in fails, ensure location services are enabled, move closer to the venue, or follow the venue's instructions for QR-based clock-in.
- Clock In/Out Recovery: If you forget to clock in or out, you may manually submit your clock times through the platform. The venue manager has 5 days to review and confirm your submission. If the venue manager does not respond within 5 days, your submitted times will be automatically confirmed. You may edit your submission until it is confirmed by the venue manager.
- You are responsible for your own tax obligations and superannuation
- For payment setup, you will be redirected to Stripe to complete KYC verification (e.g. ID, date of birth, address, Tax File Number, and bank account details such as BSB and account number).
- You may withdraw your application at any time before a venue approves it.
- Rest breaks may be recorded in the Platform; break time is excluded from paid hours.
4.3 Independent Contractor Relationship
IMPORTANT - YOU ARE AN INDEPENDENT CONTRACTOR: By using this Platform as a Worker, you acknowledge and agree that you are an independent contractor, NOT an employee of Neighcrew or any venue. This means:
- You are self-employed and responsible for your own tax obligations, including filing tax returns with the Australian Taxation Office (ATO)
- You are responsible for your own superannuation contributions
- You are not entitled to employee benefits such as annual leave, sick leave, personal leave, or workers' compensation coverage through venues or Neighcrew
- You are responsible for obtaining appropriate insurance coverage for your work (including public liability insurance if required)
- You determine your own availability and may accept or decline shift opportunities at your discretion
- The Platform facilitates connections between venues and workers but does not employ, supervise, or control workers
- You are responsible for your own equipment, transportation, and work-related expenses
No Employment Relationship: Nothing in these Terms creates an employment, agency, partnership, or joint venture relationship between you and Neighcrew or between you and any venue. You are solely responsible for the quality and completion of work performed during shifts.
4.4 Tax Obligations
For Workers: As an independent contractor, you are responsible for:
- Reporting all income earned through the Platform to the Australian Taxation Office (ATO)
- Obtaining and providing your Tax File Number (TFN) if requested by venues or for ATO compliance
- Paying applicable income tax, GST (if applicable), and other taxes on your earnings
- Making your own superannuation contributions
- Keeping accurate records of all income and expenses for tax purposes
For Venue Managers: You are responsible for:
- Ensuring compliance with tax obligations, including GST if applicable
- Reporting payments made to workers in accordance with ATO requirements
- Maintaining accurate records of all transactions
Tax Advice: Neighcrew processes payments but does not provide tax advice. All users should consult with a qualified tax professional or accountant regarding their specific tax obligations.
Neighcrew may provide payment summaries upon request, but we do not withhold taxes or make superannuation contributions on behalf of workers.
4.5 Scope of Services
Neighcrew is designed primarily for hospitality venues (such as cafes, bars, restaurants, and event venues) and related front-of-house and back-of-house roles. The Platform is not a general-purpose marketplace for cleaners, movers, or unrelated services. If we expand to additional categories in future, we will update this section and clearly describe any extra terms that apply.
5. Payments and Fees
- Venue managers pay the worker's wage for each completed shift. When posting a shift, we authorise the maximum amount on your card; the actual charge occurs only after the worker completes the shift and you confirm payment. You are charged for actual hours worked, not the estimated maximum.
- If you cancel a shift before any worker is approved, or the shift expires with no worker assigned, we release the authorisation immediately. Your card issuer may take a few business days to restore the full available balance.
- Neighcrew charges a transparent platform fee to venue managers for use of the Platform. The exact percentage or fee is shown in the app at the time of posting or confirming a shift. This fee is charged in addition to the worker's wage and does not reduce the amount owed to the worker.
- Venue managers pay by credit or debit card (Visa, Mastercard, American Express) through Stripe. Workers receive payments directly to their Australian bank account via Stripe Connect.
- Card processing fee (Stripe). The venue is charged a single amount (the shift total plus any applicable platform fee); we do not add a separate line for card processing. For standard pricing, the Stripe card processing fee is borne by the venue as part of that single charge. For shifts under any promotional offer where we state that card fees are covered, Neighcrew may bear some or all of the card processing fee for that shift. Current Stripe Australia rates (for reference): domestic cards 1.7% + A$0.30, international cards 3.5% + A$0.30 per successful transaction. For the latest fees, see Stripe's pricing page.
- No hidden fees. Any platform fee is clearly displayed to venue managers before posting or confirming a shift. There are no sign-up fees, monthly subscriptions, or listing fees. The only additional charge is a cancellation fee when a venue cancels a confirmed shift less than 3 hours before the start time: 50% of the shift cost, capped at $50. Of this fee, 90% is paid to the worker and 10% is paid to Neighcrew as a service fee (see Cancellation section).
- Payment processing is handled securely through Stripe
- All prices are in Australian Dollars (AUD)
- For workers: payment is typically processed 1–3 business days after the venue confirms; if the venue does not confirm within 7 days, payment is auto-processed to protect workers (maximum 10 days).
- We provide GST tax invoices to venue managers automatically via email after each shift. Workers can download payment summaries for tax purposes.
- Payment disputes must be reported within 7 days of shift completion
- After you confirm payment, funds may be subject to a short holding period (e.g. 24 hours) before being paid out to the worker.
6. Cancellation and Refunds
- Venue Cancellation: Before a worker is approved: free cancellation. After approval, more than 3 hours before shift start: free. Less than 3 hours before shift start: a cancellation fee of 50% of the shift cost, capped at $50. Of this fee, 90% is paid to the worker and 10% is paid to Neighcrew as a service fee. Cancel via the shift details page.
- Worker No-Show: If a worker does not arrive within 30 minutes of shift start, the venue is not charged. Workers receive penalties: 1st = warning, 2nd = rating penalty, 3rd = account suspension. Venues may report a no-show in the app after attempting to contact the worker.
- Worker Cancellation: If a worker cancels at least 3 hours before the shift, there is no penalty. Last-minute cancellations or no-shows may result in penalties and can lead to account suspension after 3 strikes.
- Refunds: Refunds are issued only if: (1) the worker did not show up (no-show), (2) there was a technical error, or (3) the shift was cancelled by the worker with sufficient notice. Contact us (e.g. neighcrew@gmail.com) with details.
- Disputes: Disputes regarding work quality or hours worked will be reviewed on a case-by-case basis (see Disputes section).
- A venue may cancel an approval before the worker has clocked in; if this is done less than 3 hours before shift start, the cancellation fee above may apply.
7. Ratings, Disputes and Safety
Ratings and reviews: After each shift, venues and workers may rate each other 1–5 stars and leave optional comments. Ratings are averaged and displayed on profiles. If you believe you received an unfair rating, contact support within 7 days of the shift with details; we may adjust ratings where there is clear evidence of unfairness.
Ratings and reviews are user-generated. We do not endorse them and are not responsible for their accuracy or content.
Disputes: For payment amounts, hours worked, cancellations, or conduct issues, contact support within 7 days of the shift. We review evidence (e.g. GPS data, timestamps, messages, and where appropriate photos submitted through our dispute evidence form) and aim to resolve fairly. Most disputes are resolved within 3–5 business days. Our resolution of disputes is at our reasonable discretion and we do not guarantee any particular outcome. Where the available evidence does not allow us to clearly determine what happened, we may resolve the dispute in favour of the worker to reduce the risk of unpaid labour, while reserving the right to apply warnings or account restrictions if a user is repeatedly involved in disputes.
Safety: We verify users through ID checks, RSA certification where applicable, and bank account verification. GPS verification helps ensure workers are at the venue. Report any safety concerns, harassment, or unsafe conditions immediately via the app or phone (1800 NEIGHCALL, 24/7). If you feel unsafe, leave the situation and call emergency services (000) if needed, then report to us. We take all reports seriously and will investigate.
8. Prohibited Conduct
You agree not to:
- Use the Platform for any illegal purpose or in violation of any laws
- Harass, abuse, or harm other users
- Post false, misleading, or fraudulent information
- Circumvent payment processing or fees
- Interfere with the Platform's security or functionality
- Use automated systems to access the Platform without authorization
- Share your account credentials with others
9. Intellectual Property
The Platform and its content, including but not limited to text, graphics, logos, and software, are the property of Neighcrew and protected by copyright and other intellectual property laws.
10. Limitation of Liability
The Platform is provided "as is" and "as available". We do not warrant that the service will be uninterrupted, error-free, or secure. To the maximum extent permitted by law, all warranties (express or implied) are excluded.
Neighcrew shall not be liable for any indirect, incidental, consequential or loss of profits.
To the maximum extent permitted by law, Neighcrew's total liability arising out of or in connection with the Services shall not exceed the total service fees paid to Neighcrew in the 12 months preceding the claim.
Nothing in these Terms excludes liability that cannot be excluded under applicable law.
We are not liable for any failure or delay caused by events beyond our reasonable control (including failure of telecommunications networks or payment providers).
Neighcrew acts as a platform connecting venues and workers. We are not responsible for:
- The quality of work performed by workers
- Disputes between venues and workers
- Workplace injuries or accidents
- Tax or legal obligations of users
- The terms, availability, failures, or actions of third-party providers (including payment processors such as Stripe)
11. Indemnification
You agree to indemnify and hold Neighcrew harmless from any claims, damages, or expenses arising from your use of the Platform or violation of these Terms.
12. Termination
We may suspend or terminate your account at any time for violations of these Terms, fraudulent activity, or any other reason we deem necessary.
You may terminate your account at any time (e.g. via Settings → Account → Delete Account). All your data will be permanently removed within 30 days in accordance with privacy laws. You will lose all ratings, history, and saved venues or workers. This action cannot be undone.
13. Changes to Terms
We reserve the right to modify these Terms at any time. We will notify users of material changes via email or platform notification. Continued use of the Platform after changes constitutes acceptance of the new Terms.
14. Governing Law
These Terms are governed by the laws of Australia. Any disputes will be resolved in the courts of Australia.
