Terms & Conditions

Last updated: January 2025

Terms & Conditions

1. About All Sorted

All Sorted ("we", "us", "our") provides an online platform that connects homeowners with licensed Australian plumbers for video diagnosis consultations. Our service allows customers to receive professional plumbing advice via video call before deciding whether an on-site visit is necessary.

2. Acceptance of Terms

By accessing or using the All Sorted website (allsorted.com.au) or any of our services, you agree to be bound by these Terms & Conditions and our Privacy Policy. If you do not agree to these terms, please do not use our services.

These terms constitute a legally binding agreement between you and All Sorted. We encourage you to read them carefully before using our services.

3. Service Description

All Sorted provides:

  • 15-minute video consultations with licensed Australian plumbers
  • Professional diagnosis and advice on plumbing issues
  • Recommendations on whether an on-site visit is required
  • Estimated pricing for any required work
  • Referrals to qualified plumbers for on-site work if needed

Our video diagnosis service is advisory in nature. While our plumbers are licensed professionals, the advice provided during a video consultation is based solely on visual inspection and the information you provide. A definitive diagnosis may require an on-site inspection.

4. Eligibility

To use our services, you must:

  • Be at least 18 years of age
  • Be a resident of Australia or have a property located in Australia
  • Have the legal capacity to enter into a binding agreement

5. Fees and Payment

The current fee for a 15-minute video diagnosis is $29 AUD. Payment is required at the time of booking. All prices are inclusive of GST where applicable.

We accept payment via major credit cards and other payment methods as displayed on our booking page. Payment is collected through Calendly's integrated payment system, which uses Stripe as the payment processor. All Sorted does not directly handle or store your payment card details.

6. Cancellation and Refunds

  • You may cancel your booking up to 2 hours before your scheduled appointment for a full refund.
  • Cancellations made less than 2 hours before the appointment may be subject to a cancellation fee of 50% of the booking amount.
  • If we are unable to connect you with a plumber at your scheduled time due to technical issues on our end, you will receive a full refund or the option to reschedule.
  • No-shows will not be refunded.
  • If you are unsatisfied with your consultation, please contact us within 24 hours. We will review your case and may offer a refund at our discretion.

7. User Responsibilities

When using our services, you agree to:

  • Provide accurate and complete information about your plumbing issue
  • Ensure you have a stable internet connection and working camera/microphone for the video call
  • Be available at the scheduled appointment time
  • Treat our plumbers with respect and courtesy
  • Not use our service for any unlawful purpose
  • Not misrepresent your identity or provide false information
  • Follow any safety advice provided during the consultation

8. Licensed Plumbers

All plumbers on the All Sorted platform are:

  • Licensed and registered in Australia
  • Required to maintain current professional indemnity insurance
  • Verified through our onboarding process including ABN and licence checks

However, plumbers are independent contractors and not employees of All Sorted. We do not guarantee the availability of any specific plumber.

9. Limitation of Liability

To the maximum extent permitted by law:

  • All Sorted provides the video diagnosis service on an "as is" basis.
  • We do not guarantee that any diagnosis or advice will resolve your plumbing issue.
  • We are not liable for any damage, loss, or injury resulting from acting on advice given during a video consultation.
  • Our total liability is limited to the amount paid for the specific service giving rise to the claim.
  • We are not liable for any indirect, incidental, special, or consequential damages.

Australian Consumer Law: Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred on you by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) or any other applicable law that cannot be excluded, restricted, or modified by agreement.

10. Indemnity

You agree to indemnify and hold harmless All Sorted, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from:

  • Your use of our services
  • Your breach of these terms
  • Your violation of any third-party rights
  • Any content or information you provide to us

11. Intellectual Property

All content on the All Sorted website, including text, graphics, logos, images, and software, is the property of All Sorted or its licensors and is protected by Australian and international copyright, trademark, and other intellectual property laws.

You may not reproduce, distribute, modify, or create derivative works from any content on our website without our prior written consent.

12. Third-Party Services

Our website and services integrate with the following third-party services:

  • Calendly for appointment scheduling and booking management
  • Stripe (via Calendly) for secure payment processing
  • Video conferencing platforms for consultations

When you book and pay for a consultation, you are also agreeing to Calendly's Terms of Use and Stripe's Consumer Terms. We are not responsible for the content, privacy practices, or terms of any third-party services.

13. Modifications to Terms

We reserve the right to modify these Terms & Conditions at any time. Changes will be effective immediately upon posting to this page. We will update the "Last updated" date at the top of this page.

Your continued use of our services after any changes constitutes acceptance of the modified terms. We encourage you to review these terms periodically.

14. Termination

We may suspend or terminate your access to our services at any time, without notice, for conduct that we believe:

  • Violates these terms
  • Is harmful to other users, plumbers, or our business
  • Is fraudulent or illegal

15. Governing Law

These Terms & Conditions are governed by the laws of New South Wales, Australia. Any disputes arising from these terms will be subject to the exclusive jurisdiction of the courts of New South Wales.

16. Severability

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

17. Contact Us

If you have any questions about these Terms & Conditions, please contact us at:

Email: hello@allsorted.com.au

Privacy Policy

1. Introduction

All Sorted ("we", "us", "our") is committed to protecting your privacy and complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This Privacy Policy explains how we collect, use, store, and disclose your personal information.

By accessing our website or using our services, you consent to the collection and use of your personal information as described in this policy. This Privacy Policy is incorporated by reference into our Terms & Conditions.

For more information about privacy laws in Australia, we encourage you to visit the Office of the Australian Information Commissioner's website at www.oaic.gov.au.

2. Definitions

"Personal Information" means any information or opinion about an identified individual, or an individual who is reasonably identifiable, whether the information or opinion is true or not, and whether recorded in a material form or not.

"Sensitive Information" means information about a person's health, racial or ethnic origin, political opinions, religious beliefs, sexual orientation, or criminal record.

3. Information We Collect

We may collect the following types of personal information:

  • Identity information: Name, email address, phone number
  • Location information: Postcode, address (if provided for on-site referrals)
  • Service information: Details about your plumbing issue, property type, photos you upload, video call content
  • Technical information: IP address, browser type, device information, operating system
  • Usage information: How you interact with our website, pages visited, features used
  • Payment information: Payment details are processed securely through Calendly and Stripe; All Sorted does not store your card details

4. How We Collect Information

We collect personal information through:

  • Forms you complete on our website (booking, contact forms)
  • Video consultations with our plumbers
  • Photos and descriptions you upload about your plumbing issue
  • Cookies and similar tracking technologies on our website
  • Email and phone communications with us
  • Third-party services you use to connect with us (e.g., Calendly)
  • Publicly available sources

5. Purpose of Collection

We use your personal information to:

  • Provide and improve our video diagnosis service
  • Process bookings and payments
  • Connect you with licensed plumbers
  • Send booking confirmations, reminders, and follow-ups
  • Respond to your enquiries and provide customer support
  • Personalise your experience on our website
  • Analyse website usage and improve our services
  • Comply with legal and regulatory obligations
  • Protect against fraud and ensure security
  • Send marketing communications (with your consent)

6. Marketing Communications

With your consent, we may send you marketing communications about our services, promotions, and related information via email, SMS, or other electronic means.

You can opt out of marketing communications at any time by:

  • Clicking the "unsubscribe" link in any marketing email
  • Replying "STOP" to any marketing SMS
  • Contacting us at hello@allsorted.com.au

Opting out of marketing will not affect service-related communications (such as booking confirmations and reminders).

7. Disclosure of Information

We may share your personal information with:

  • Licensed plumbers: To facilitate your video consultation or arrange on-site referrals
  • Service providers: Calendly (booking and payment collection), Stripe (payment processing), email providers, video conferencing platforms, analytics providers
  • Professional advisers: Lawyers, accountants, auditors as required
  • Authorities: Government agencies, law enforcement, or regulatory bodies if required by law or to protect our legal rights

We do not sell your personal information to third parties for their marketing purposes.

8. Overseas Transfers

Some of our service providers may be located overseas. By using our services, you consent to the transfer of your personal information to countries that may not have the same data protection laws as Australia.

We take reasonable steps to ensure that overseas recipients handle your personal information in accordance with the Australian Privacy Principles.

9. Data Storage and Security

All Sorted places great importance on the security of your personal information. We have implemented security measures to protect against misuse, interference, loss, and unauthorised access, modification, or disclosure, including:

  • Secure servers and encryption for data transmission (SSL/TLS)
  • Restricted access to personal information to authorised personnel only
  • Regular security reviews and updates
  • Secure password policies and access controls

While we take all reasonable precautions, no data transmission over the internet can be guaranteed to be 100% secure. We cannot guarantee the security of any information you transmit to us.

10. Data Retention

We retain your personal information for as long as necessary to:

  • Fulfil the purposes for which it was collected
  • Comply with our legal and regulatory obligations
  • Resolve disputes and enforce our agreements

When personal information is no longer needed, we will securely delete or de-identify it.

11. Cookies and Tracking

Our website uses cookies and similar technologies to:

  • Remember your preferences and settings
  • Analyse website traffic and usage patterns
  • Improve our services and user experience
  • Provide relevant content and advertising

You can control cookies through your browser settings. Disabling cookies may affect your ability to use some features of our website.

12. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of these external sites. We encourage you to read the privacy policies of any third-party sites you visit.

13. Your Rights

Under the Privacy Act 1988 (Cth), you have the right to:

  • Access: Request access to the personal information we hold about you
  • Correction: Request correction of any inaccurate, out-of-date, incomplete, or misleading information
  • Complaints: Make a complaint about how we handle your personal information

To exercise these rights, please contact us using the details below. We may need to verify your identity before processing your request.

We will respond to access and correction requests within a reasonable timeframe (generally 30 days). In some circumstances, we may refuse a request (for example, if providing access would unreasonably impact the privacy of others).

14. Complaints

If you have a complaint about how we handle your personal information, please contact us first at privacy@allsorted.com.au. We will investigate your complaint and respond within 30 days.

If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

  • Website: www.oaic.gov.au
  • Phone: 1300 363 992
  • Post: GPO Box 5218, Sydney NSW 2001

15. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. Changes will be posted on this page with an updated "Last updated" date.

We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes acceptance of the updated policy.

16. Contact Us

If you have any questions about this Privacy Policy or wish to exercise your privacy rights, please contact us:

Email: privacy@allsorted.com.au
General enquiries: hello@allsorted.com.au