Frequently Asked Questions (FAQ)

VanLife Connect is an Australian app designed to help caravan, RV and road travellers arrive connected and get more from every place they visit.

It brings together three connected parts of life on the road:

• Services Marketplace: find practical help nearby or offer your own skills and earn income while travelling;
• Community Noticeboard: see and share local updates, activities, requests and useful information; and
• Travel Mates: stay connected with people you meet on the road and see when existing Travel Mates are nearby.

Location-based features such as Smart Arrival and Find Around help surface the services, community information and connections relevant to where you are. Bookings, payments, messages and reviews are managed within the app, giving travellers a more structured way to connect, contribute and find help on the road.

Anyone aged 18 or over who can lawfully use the platform may create one personal account. There is no separate Traveller or Provider account: the same user may book services and, after completing any required Provider and payment setup, offer services.

Do I need to create an account to use VanLife Connect?

Yes. VanLife Connect is free to download from the Apple App Store or Google Play. You must create an account before you can access or browse the app.

To sign up, you will need to provide and verify a valid email address and accept VanLife Connect’s Terms and Conditions and Privacy Policy.

Mobile phone verification is required before you can use features involving direct communication with other users, including in-app chat, Community discussions and Travel Mates.

To offer services and receive payments through the Services Marketplace, you must also set up and maintain a connected account with Stripe, VanLife Connect’s trusted third-party payment provider. Stripe securely processes booking payments and transfers your earnings to your nominated bank account.

VanLife Connect is designed as a mobile app. An internet connection is required for current information, bookings, payments, messaging and account changes. Some previously loaded information may remain visible during poor connectivity, but the app should not be treated as offline-capable and actions are not guaranteed to queue or send until a connection is restored.

5. What does it cost to use VanLife Connect?

VanLife Connect is free to download and join. There are no sign-up, subscription or service-advertising fees. Community and Travel Mates features are also free to use.

Travellers pay only the service price shown when making a booking, with no additional VanLife Connect platform fee.

Providers pay a 10% commission on completed bookings. Stripe’s payment-processing fee is also deducted from the Provider’s payout. Based on Stripe’s current standard fee for Australian domestic card payments of 1.75% plus A$0.30 per transaction, a A$100 booking would be calculated as follows:

• Service price paid by Traveller: A$100.00
• VanLife Connect commission: A$10.00
• Stripe processing fee: A$2.05
• Provider receives: A$87.95

Different Stripe charges may apply to international cards, currency conversion or other payment methods. Stripe may also change its fees, so the actual processing charge may vary..

6. What kinds of services can I find or offer?

VanLife Connect supports a broad range of practical, personal and skill-based services that travellers may need—or be able to provide—while on the road. Examples include:

• Caravan and campsite assistance: help setting up or packing down camp, cleaning, maintenance and general troubleshooting.
• Repairs and practical help: minor carpentry, welding, handyman work and other repairs.
• Vehicle, technology and equipment support: caravan or vehicle maintenance, appliance and bicycle repairs, solar and battery assistance, and help with phones, computers or other technology.
• Personal and lifestyle services: pet sitting, hairdressing, massage, fitness, tutoring, photography and other creative or professional services.

These are examples only. Travellers can browse the Services Marketplace to see what is available near their location, while Providers can list suitable skills and services they are able to offer.

All services must be lawful, safe and permitted under VanLife Connect’s Terms and Conditions. Providers are responsible for holding any qualifications, licences, registrations, permits or insurance required for the service they offer. Services that are illegal, unsafe or prohibited by the Platform are not permitted.ines. If a service requires a licence (for example, electrical or plumbing work), the Provider must hold the proper licence. Unsafe or prohibited services (anything illegal or against our content rules) are not allowed.

Right now, VanLife Connect is focused on Australia. The app is designed for caravan parks, campgrounds, rest areas and traveller communities across the country — anywhere travellers are on the road. The platform has been built with regional and remote Australian travel in mind, although some features rely on internet or mobile connectivity to operate in real time. As long as you have the app and an active connection, you can use VanLife Connect throughout Australia.

Find Around lets you explore available services and other local results around your current location without checking in.

You can adjust the search distance up to 200 kilometres. Results depend on your location permission, selected search range, available listings and internet connectivity.

Using Find Around does not create a check-in or show you as present at a campsite. Features that depend on being checked in, such as the location’s Community Noticeboard and the list of Travel Mates checked in or nearby, will not be activated.

Find Around is separate from Smart Arrival and manual check-in.

8. How do I set up or update my profile?

Go to My VanLife and select User Profile.

To add or change your profile photo, select the image card on the User Profile screen and choose a clear, recent photo of yourself. A recognisable photo helps other travellers know who they are communicating with and builds trust across the Platform.

To review or update your personal information, select Personal Details. You must provide your real name and correct date of birth. Aliases, pseudonyms and false personal details are not permitted. Your date of birth is used to confirm that you meet VanLife Connect’s age requirements and is not displayed publicly.

Complete the About You section to help other travellers understand who you are and why they may want to connect with you. For the best results, briefly include:

• where you are from and how you travel;
• your interests and the types of activities you enjoy;
• relevant experience, skills or qualifications;
• the kind of help, services or connections you may be interested in; and
• anything else that would be useful for other travellers to know.

Keep it friendly, genuine and concise. Do not include sensitive information such as your home address, financial details or account passwords. Review your profile periodically and update it as your travels, interests or circumstances change.

Your user profile is separate from any services you offer. For advice on describing your service, presenting your skills, setting your price and adding relevant photos and details, see the separate FAQ on how to create an effective service listing.

The ID Verified badge is currently the only verification badge displayed in VanLife Connect.

It appears when a service Provider has completed the identity verification required through Stripe as part of setting up their account to offer services and receive payments.

The badge confirms only that Stripe has completed its identity-verification process for that Provider. It does not mean that VanLife Connect has independently verified or endorsed the Provider’s skills, qualifications, licences, insurance, trustworthiness or quality of service.

Verification reflects the status recorded at the time the badge is displayed and should be considered alongside the Provider’s profile, service listing, reviews and any relevant qualifications or supporting information.

12. Will other users see my personal details or documents?

Other users can see the information intended to form your public profile, including your name, profile photo, About You information, service listings, Community activity, reviews, Campfire Score and any badge displayed by VanLife Connect.

Your private account information is not displayed to other users. This includes your:

• date of birth;
• email address and mobile number;
• password and login details;
• payment-card and bank-account details; and
• documents provided to VanLife Connect, Stripe or another service provider.

Users communicate through VanLife Connect’s in-app chat without their email address or mobile number being shown. However, you remain responsible for any personal or contact information you choose to include in your profile, listings, posts, messages or uploaded images.

If you offer services, relevant information about your skills, qualifications, licences or insurance may appear in your profile or service listing, but the underlying documents are not made publicly available unless the app clearly indicates otherwise.

Your location may be visible to other users in a general or feature-specific way when you use functions such as check-in, Community or Travel Mates. For further information about how personal and location information is collected, used and disclosed, see the VanLife Connect Privacy Policy..

14. Can I edit, pause or delete my service listing?

Yes. Go to My VanLife, select My Services, then open the service listing you want to manage.

From there, you can:

• Edit your listing: update information such as the service description, price, photos and other available details.
• Pause your listing: temporarily remove it from active searches when you are unavailable, travelling between locations or taking a break.
• Reactivate your listing: make a paused service available again when you are ready to accept new bookings.
• Delete your listing: permanently remove a service you no longer intend to offer.

Keep each listing accurate and current so Travellers understand exactly what you offer and what it will cost. Pause your listing whenever you cannot accept new work rather than leaving it active and declining or cancelling booking requests. This helps avoid confusion and supports a reliable booking history.

Editing, pausing or deleting a listing does not cancel or change an existing confirmed booking. You remain responsible for completing any confirmed bookings unless they are cancelled through the app in accordance with VanLife Connect’s cancellation rules.

16. How will Travellers find my service?

VanLife Connect connects Travellers with active services relevant to the location they are exploring.

Travellers may discover your service in several ways:

• After arriving: Smart Arrival or manual check-in can display services relevant to the Traveller’s current location.
• Using Find Around: Travellers can explore services from their current location without checking in and extend the search radius up to 200 kilometres.
• Searching and filtering: Travellers can browse by service category and use the available search and filter options to narrow the results.

Whether your service appears will depend on factors such as its status, category and location, as well as the area and search range selected by the Traveller. Paused, inactive or unapproved listings will not appear as available services.

To give your listing the best chance of being found:

• keep the service active whenever you are available for bookings;
• make sure your current location is accurately reflected in the app as you travel;
• select the most appropriate service category;
• use a clear title containing the words Travellers are likely to recognise;
• explain exactly what you offer in the description;
• include relevant, good-quality photos; and
• keep your price and service information current.

If you are temporarily unavailable, pause the listing and reactivate it when you are ready to accept bookings again. This helps ensure Travellers see services that are genuinely available near them.

Yes. All listings must follow our guidelines and Australian law. You cannot offer anything illegal or inappropriate. For example:

• No listings for illegal products or activities.
• No violent, dangerous, or sexual services, or anything that promotes hate or discrimination.
• No content meant to harass or bully, or that contains profanity/extreme imagery.
• No ads trying to take people off the platform (you can’t say “Contact me privately for a cash deal” or share your phone number in a listing).
• Basically, if it’s on our Prohibited Content List (Schedule 3 of the Terms) or against Australian consumer protection laws, it’s not allowed in a listing.

We also require that you only list services that you can legally and competently perform. If a certain licence or certification is required by law (for example, you must be a licensed electrician to do wiring work), then you must have that qualification to list the service.

Listings that are misleading or violate these rules can be suspended or removed and repeat violators may face account consequences.

To offer services and receive payments through VanLife Connect, you must first create and connect a Stripe account.

When you create your first service, the app will prompt you to complete Stripe’s secure onboarding process. Stripe may ask for personal or business information, bank-account details and any other information it requires to verify your account. Complete every required step so that your service can be activated and payouts can be processed.

Once Stripe onboarding is complete:

• Travellers pay for confirmed bookings through VanLife Connect;
• Stripe securely processes the payment;
• the funds remain within Stripe’s payment system until the service is completed and the applicable completion process is finalised;
• VanLife Connect’s 10% commission and Stripe’s processing fee are deducted; and
• the remaining amount is paid into the bank account connected to your Stripe account.

You do not need to send the Traveller an external payment request or provide your bank details. All booking payments must be made through VanLife Connect.

Payouts cannot be processed until your Stripe account has been fully set up and verified. You are responsible for keeping your Stripe and bank-account information accurate and current. The time taken for funds to reach your bank account may vary depending on Stripe’s payout schedule and your financial institution.

After completing Stripe’s verification process, an ID Verified badge may appear on your VanLife Connect profile.

Your service becomes visible when:

• you have completed and activated the service listing;
• you are checked in at your current location; and
• the service is scheduled as available.

You can check in automatically through Smart Arrival or manually through the app. Once checked in, eligible Travellers searching around that location may see your service, including through location-based results and Find Around.

As you travel, check out of your previous location and check in at your new one so your service is shown in the correct area. Keep your service schedule current and pause the listing whenever you are unavailable.

If your service is not appearing, check that:

• your current check-in is active and at the correct location;
• the service listing has been activated;
• your availability schedule includes the relevant day and time;
• the listing has not been paused or deleted; and
• your required Stripe setup has been completed.

If everything appears correct but your service is still not visible, contact VanLife Connect Support through the app.

👉 See the full step-by-step guide here: [Create and Activate a Service]

Choose a price that fairly reflects your time, skills, costs and the value of the service, while remaining clear to the Traveller before they book.

VanLife Connect provides two pricing options:

Fixed Price

Use Fixed Price when the scope and total cost can be defined in advance. This works well for standard services such as a haircut, pet sitting for a set period, a basic caravan wash or a specific equipment check.

Your listing should clearly state:

• exactly what the price includes;
• how much time or work is covered;
• any limits or exclusions; and
• whether the Traveller must supply any parts, materials, equipment or access.

The Traveller pays the displayed price through VanLife Connect when the booking is confirmed.

Request a Quote

Use Request a Quote when the price depends on the size, condition or complexity of the job, the time required, travel distance, materials or the Traveller’s specific requirements.

Discuss the job through the in-app chat, clarify the scope and provide the agreed price through VanLife Connect. The booking is confirmed only after the Traveller accepts the quote and completes payment through the app.

What should I consider when setting my price?

Allow for:

• the time required to complete the service;
• your experience, skills and qualifications;
• preparation, travel and pack-up time;
• tools, equipment, parts and materials;
• operating and insurance costs;
• the complexity and risk involved;
• comparable prices for similar services; and
• VanLife Connect’s commission and Stripe’s payment-processing fee.

VanLife Connect keeps pricing simple

• Travellers pay the service price shown and agreed through the app.
• VanLife Connect deducts a 10% commission from completed bookings.
• Stripe’s payment-processing fee is deducted automatically from the Provider’s payout.
• The remaining funds are paid to the Provider’s nominated bank account through Stripe.

Set your price based on the amount you need to receive after the VanLife Connect commission and Stripe fee have been deducted. See What does it cost to use VanLife Connect? for a A$100 booking example.

If you are registered for GST, the price shown to the Traveller must include GST. You are responsible for determining and meeting your own GST, tax and record-keeping obligations.

Avoid setting a low headline price and then adding unexpected charges. If additional work or materials may be required, explain this clearly in the listing and use Request a Quote when the total price cannot be accurately determined in advance.

Clear pricing and a well-defined scope reduce misunderstandings and help both parties know what to expect before confirming a booking.

👉 See the full step-by-step guide here: [Create and Activate a Service]

A Fixed Price listing shows a set price for the service described. Before booking, check exactly what is included, any limits and whether additional work would require a separate agreement.

Request a Quote is used when the Provider needs more information before setting a price. The Traveller submits the job details and the Provider responds with a proposed scope, price and timing. Some work may need to be inspected or discussed before an accurate quote can be provided.

Receiving or discussing a quote does not create a confirmed booking. The Traveller must accept the quote and complete the required booking and payment steps in the app. Review all details before confirming and make every booking payment through VanLife Connect.

To create a service listing:

1. Open My VanLife from the bottom menu.
2. Select My Services.
3. Select Add Service.
4. Choose the most appropriate service category.
5. Enter the required service details, including the service title, description and pricing option.
6. Add a clear and relevant image that accurately represents the service.
7. Upload any relevant qualification documents, licences or registrations required for the service.
8. Upload your insurance certificate where applicable.
9. Review the information and select Add Service.

You do not set your availability while creating the service listing. Your service schedule is managed separately after the service has been added.

You must also complete the Stripe setup when prompted before you can offer services and receive payments through VanLife Connect.

There are no sign-up, subscription or service-listing fees, and you can create separate listings for different services. VanLife Connect deducts its 10% commission only when a booking is successfully completed. Stripe’s payment-processing fee is also deducted from your payout.

For advice on preparing an effective listing, see What information should I include in my service listing?

👉 See the full step-by-step guide here: [Create and Activate a Service]

You can create multiple listings if you offer different types of services.  There’s no charge to list services and no limit on how many services you offer.  VanLife Connect only charges the 10% commission from your proceeds when you actually complete a successful booking, not for posting listings.

15. What information should I include in my service listing?

A strong service listing should clearly explain what you offer, who it is suitable for and what the Traveller will receive. The more specific and accurate your listing is, the easier it is for Travellers to decide whether your service meets their needs.

Include:

• A clear title: describe the service in plain language, such as “Caravan Detailing” or “Mobile Haircuts for Travellers”. Only use terms such as “licensed”, “qualified” or “certified” when they are accurate and you can support the claim.
• A detailed description: explain what you do, your relevant experience and how the service will be provided.
• What is included: list the work, time, equipment or materials covered by the price.
• Exclusions and limitations: explain what is not included, any work you cannot perform and anything the Traveller must provide, such as parts, materials, access to power or a suitable workspace.
• Relevant skills and qualifications: include any experience, trade qualifications, licences, registrations, permits or insurance relevant to the service. Providers are responsible for ensuring they meet all legal requirements.
• Clear photos: add recent, relevant images of your work, equipment or previous results. Avoid generic stock images that do not represent your own service.
• Availability and service requirements: state any relevant operating hours, notice periods, travel limits or other conditions that could affect the booking.
• The appropriate pricing option: use Fixed Price when the scope and total cost are known in advance. Use Request a Quote when the price depends on the Traveller’s specific requirements, the size of the job, materials or an inspection.

For a Fixed Price listing, define exactly what the advertised price covers. If you are registered for GST, the displayed price must include GST because it is the total service price presented to the Traveller.

For a Request a Quote listing, explain what information you need before quoting. Use the in-app chat to clarify the job and provide the final scope and price through VanLife Connect before the booking is confirmed.

To improve your chances of receiving suitable bookings:

• write for the Traveller rather than simply listing your skills;
• explain the problem you solve and the result they can expect;
• use specific details instead of broad claims;
• keep your description easy to scan;
• set realistic expectations; and
• review the listing regularly to keep the price, availability, photos and service details current.

Do not include your phone number, email address, payment details or links intended to move bookings outside VanLife Connect. All booking communication and payments must remain within the app.

👉 See the full step-by-step guide here: [Create and Activate a Service]

How do I request or book a service?

You can find and book services relevant to your current location or another area you are planning to visit.

1. Find a service

Browse the Services Marketplace after checking in through Smart Arrival or manual check-in. You can also use Find Around to search from your current location without checking in or explore services within a selected radius of up to 200 kilometres.

Open a service listing to review the Provider’s:

• service description and photos;
• price or quoting method;
• inclusions and exclusions;
• profile, reviews and Campfire Score; and
• relevant qualifications or other supporting information.

2. Choose the applicable booking process

The next steps depend on whether the service uses Fixed Price or Request a Quote.

Fixed Price

Use this process when the Provider has set an upfront price for a clearly defined service.

Select the booking option, enter the required details and submit your request. The Provider can review and accept or decline it. Follow the in-app prompts to complete payment and confirm the booking.

Check exactly what the price includes before proceeding. If your requirements differ from the advertised scope, contact the Provider through the in-app chat before submitting the request.

Request a Quote

Use this process when the Provider needs more information before determining the scope, price or time required.

Submit a quote request describing what you need. Include useful details such as:

• the problem or work required;
• relevant measurements, model numbers or equipment details;
• the condition of the item;
• your preferred timing and location;
• any parts or materials already available; and
• clear photos where appropriate.

The Provider may ask questions through the in-app chat or request additional information. For some services, particularly repairs, maintenance or trade-related work, the Provider may need to meet you and inspect the job before providing an accurate quote.

If an inspection is required:

• agree on a suitable time and location through the in-app chat;
• confirm whether any inspection, travel or call-out charge applies before meeting;
• clarify that the meeting is for assessment and quoting purposes; and
• do not allow the main service work to begin until the quote has been submitted and accepted through VanLife Connect and payment has been completed.

After assessing the work, the Provider submits a quote through the app. The quote should clearly state the agreed scope, price, inclusions, exclusions and any relevant conditions.

Review the quote carefully. If anything is unclear, use the in-app chat to ask questions before accepting it. You may accept or decline the quote. The booking is confirmed only after you accept the quote and complete payment through VanLife Connect.

Important: cash jobs and off-platform payments are not permitted

Do not use the quote, chat or inspection process to arrange a cash job or move the booking outside VanLife Connect.

Any service found through VanLife Connect must be booked and paid for through the app. Asking for, offering or accepting cash or another off-platform payment method breaches VanLife Connect’s Terms and Conditions and may result in the Traveller’s or Provider’s account being suspended or closed.

Cash and other off-platform bookings are not covered by VanLife Connect’s payment records, review process or dispute support. Keeping the quote, booking, communication and payment within the app gives both parties a clear record of what was agreed.

3. Check the confirmed booking

Once confirmed, the booking will appear in your booking area within My VanLife. Review the agreed service, date, time, location, price and any special requirements.

Stripe securely processes all booking payments. Funds are dealt with under VanLife Connect’s completion, cancellation, refund and dispute rules.

Keep all important communication and agreed changes within the in-app chat. Mobile phone verification is required before you can use in-app chat.

Yes. You can use VanLife Connect’s in-app chat to ask questions and clarify the service before confirming a booking. You must verify your mobile number before using in-app chat.

Open the Provider’s service listing and select the available messaging or booking option. You can use the chat to discuss matters such as:

• whether the Provider can meet your requirements;
• what is included or excluded;
• suitable dates, times and locations;
• parts, materials or equipment needed;
• access or special requirements; and
• any information the Provider needs before accepting the booking or preparing a quote.

For a Fixed Price service, use the chat to confirm that your requirements fall within the advertised scope before submitting the booking request.

For a Request a Quote service, submit a quote request and use the chat to provide further details, answer the Provider’s questions or arrange an inspection if the job needs to be assessed in person. The Provider will then submit the quote through VanLife Connect for you to review. The booking is confirmed only after you accept the quote and complete payment through the app.

Keep all important communication within VanLife Connect so both parties have a record of what was discussed and agreed.

Do not use the chat to exchange contact details, arrange a cash job or move the booking and payment outside the app. This breaches VanLife Connect’s Terms and Conditions and may result in your account being suspended or closed. Off-platform work is not covered by VanLife Connect’s payment records, reviews or dispute support.

How does payment work for bookings?

All booking payments are processed securely through Stripe within the VanLife Connect app.

• The Traveller pays the full agreed price when the booking is accepted and confirmed.
• Stripe processes the payment and holds the funds within its payment system until the booking is completed.
• After the service, the Traveller and Provider confirm completion in the app.
• The payment then becomes eligible for release to the Provider. If only one party confirms completion, the app’s confirmation period applies unless the other party raises a dispute.
• VanLife Connect’s 10% commission and Stripe’s processing fee are deducted before the balance is paid to the Provider’s nominated bank account.

The app shows the booking and payment status throughout the process. If the booking is cancelled, refunded or disputed, the applicable VanLife Connect rules determine how the payment is handled.

All payments must remain within VanLife Connect. Cash or other off-platform payments breach the Terms and Conditions, may result in account suspension and are not covered by the Platform’s payment records, reviews or dispute support.

Paying through VanLife Connect creates a clear record of the booking, agreed price and payment. It also:

• processes the payment securely through Stripe;
• applies VanLife Connect’s cancellation, refund and dispute procedures;
• allows the booking and payment status to be tracked in the app;
• gives VanLife Connect access to the transaction information needed to review a dispute; and
• enables both parties to leave a review after a completed booking.

Cash and other off-platform payments are prohibited. Asking for, offering or accepting an off-platform payment breaches VanLife Connect’s Terms and Conditions and may result in the Traveller’s or Provider’s account being suspended or closed.

VanLife Connect may be unable to investigate or assist with a cash or off-platform transaction because there is no Platform payment record. Such transactions are also ineligible for verified reviews.

Paying through the app does not guarantee a refund, reimbursement or particular dispute outcome. Any cancellation, refund or dispute is assessed under the applicable Terms and Conditions.

VanLife Connect requires an internet connection or mobile coverage to:

• submit, accept or change a booking;
• request, provide or accept a quote;
• send or receive in-app messages;
• make or confirm a payment; and
• complete other real-time booking actions.

Information previously loaded in the app may remain visible during poor connectivity, but this does not mean a new action has been successfully sent or processed. Do not treat a booking, quote, message or payment as complete until the app displays confirmation.

If your connection drops:

1. Move to an area with mobile coverage or connect to Wi-Fi.
2. If available, use a satellite internet service such as Starlink.
3. Reopen or refresh the app.
4. Check the booking and payment status before trying again.
5. Resubmit the action only if the app shows that it was not completed.

More travellers are travelling with Starlink and mobile satellite connectivity is improving and may provide more options in regional and remote areas over time. However, availability and capability depend on your phone, provider, plan and location. Where possible, confirm important bookings and payments before travelling into an area with limited coverage.

Do not use cash or an off-platform transfer to bypass a connectivity problem. All services arranged through VanLife Connect must be booked and paid for through the app.

Stripe charges its processing fee when the Traveller’s payment is processed. Stripe generally does not return this fee when a payment is later refunded, so it must be allocated as part of the booking outcome.

In general:

• Completed booking: the fee is deducted from the Provider’s payout.
• Traveller cancellation or no-show: the Traveller is responsible, subject to the applicable cancellation terms.
• Provider cancellation or no-show: the Provider is responsible.
• Disputed booking: responsibility is determined as part of the dispute outcome.
• Platform or payment-system error attributable to VanLife Connect: VanLife Connect is responsible.

The exact treatment depends on the circumstances and the cancellation, refund and dispute rules in VanLife Connect’s Terms and Conditions. Any applicable deduction or refund will be shown in the booking or payment outcome.

Additional Stripe charges may apply to matters such as chargebacks, international cards or currency conversion. These are handled in accordance with the Terms and the circumstances of the transaction.

A message, service enquiry, booking request or quote is not a confirmed booking.

A booking is confirmed only when the required acceptance and payment steps have been completed and the app displays the booking as Confirmed. Both parties should open the booking and check its current status before travelling, setting aside time or beginning work.

Providers should not perform a service, and Travellers should not expect a Provider to attend, while a booking is pending or awaiting action.

Once the agreed service has been performed, follow the completion prompts shown in the booking.

A Provider must not mark a service complete before the agreed work has been performed. A Traveller should only confirm completion after the service has been delivered. Marking a booking complete records the booking outcome; it does not represent a guarantee by VanLife Connect about the quality of the work.

Payment becomes eligible for release according to the completion and payment rules shown in the app and the Terms & Conditions. Check the booking or transaction record for its current status.

If there is a genuine disagreement about whether the service was performed, only partially performed or not performed, report it through the booking before confirming completion. Complaints about the quality or workmanship of a completed service must be raised directly with the Provider.

What are my responsibilities as a service Provider?

As a Provider, you offer services independently through VanLife Connect. You decide which services to offer, how they are performed, your prices and when you are available. You are responsible for the work you accept and for meeting all applicable legal, professional and tax obligations.

Your key responsibilities include:

• Provide accurate information: Describe your service, experience, qualifications, inclusions, exclusions and pricing honestly. Keep your listing, documents and availability schedule current.
• Only offer work you can lawfully perform: Hold and maintain any qualifications, licences, registrations, permits and insurance required for the service.
• Work safely and professionally: Perform the agreed service with appropriate care and skill. Respect the Traveller, their property and the location where the work is performed.
• Follow local site rules: Obtain any permission required and comply with the rules of the caravan park, campground, rest area, station stay or other property where the service is performed. Some locations may restrict commercial work, visitors, noise, vehicle repairs, waste disposal or the use of tools and equipment.
• Provide the necessary equipment: Unless otherwise agreed before booking, supply the tools, equipment and materials needed to perform the service.
• Honour confirmed bookings: Arrive at the agreed time, provide the agreed service and communicate promptly if a problem or delay arises. Avoid unnecessary cancellations and no-shows.
• Keep agreements within the app: Use in-app chat for important booking communication and process all quotes, bookings and payments through VanLife Connect. Cash jobs and off-platform payments are prohibited and may result in account suspension or closure.
• Protect personal information: Use information obtained through a booking only for providing that service. Do not misuse or disclose another user’s personal information.
• Meet business and tax obligations: Determine whether you require an ABN, GST registration or other business arrangements. Keep appropriate records and report your income as required.
• Follow Platform rules: Comply with VanLife Connect’s Terms and Conditions, Community standards and dispute procedures.

You are an independent service Provider, not an employee or agent of VanLife Connect. VanLife Connect facilitates discovery, communication, bookings and payments but does not direct how you perform your work.

No. Under VanLife Connect’s current operating model, Providers are independent contractors—not employees of VanLife Connect or the Traveller.

Providers:

• choose the services they offer and set their own prices;
• decide when and where they work;
• accept or decline booking requests;
• determine how to perform the service; and
• remain responsible for their tools, expenses, licences, insurance, tax and other business obligations.

VanLife Connect facilitates connections, bookings, communication and payments but does not employ Providers or direct how they perform their work. Providers are not entitled to employee benefits from VanLife Connect or the Traveller, such as wages, paid leave or superannuation.

Any rights applying to independent contractors or employee-like digital-platform workers under Australian law continue to apply.

It’s highly recommended that you have an Australian Business Number (ABN) if you’re earning money through VanLife Connect. If you’re doing this as more than a hobby, an ABN helps you operate legally and invoice for your services. While VanLife Connect doesn’t require an ABN to sign up, keep in mind:

• Income Tax: Money you earn through the app is income you must declare to the Australian Taxation Office (ATO). VanLife Connect does not deduct income tax from your payouts – you receive the gross amount and it’s up to you to report it at tax time. We will provide records of your earnings (and you can view your completed bookings history for amounts).
• ABN and Reporting: Under the government’s Sharing Economy Reporting Regime, VanLife Connect is required to report Provider earnings to the ATO, including ABNs and total payments received. This means at the end of the financial year, the ATO will know how much you earned via the platform. If you haven’t provided an ABN, those earnings could be attributed to you personally. It’s best to have an ABN if you’re treating this as a business, to avoid any withholding issues and to make your tax reporting clear.
• GST: If your turnover from all your business activities exceeds $75,000 per year, you are required to register for GST in Australia. If you are GST-registered, you need to include GST in your prices on VanLife Connect. (Travellers will pay the price you list, which should be GST-inclusive in that case.) VanLife Connect does not add GST on top for you; we also do not withhold or remit GST to the ATO on your behalf – that’s your responsibility. We will issue you a tax invoice for the commission fee we charge you on each booking, which includes our ABN and GST amount, for your records. If you are not registered for GST (e.g. if you’re under the current $75kpa threshold), then you simply don’t charge it in your price.

In summary, you handle your own tax obligations. Consult an accountant or tax advisor if you’re unsure, but plan to set aside a portion of your earnings for tax and keep records of your income and expenses.

VanLife Connect does not provide insurance for services arranged through the Platform. As an independent Provider, you are responsible for determining and maintaining the insurance appropriate for the work you offer.

Insurance may be required:

• by law or as a condition of a licence, registration or permit;
• for particular trades, professional services or higher-risk work;
• by a caravan park, campground or property owner before work can be performed at the location; or
• under VanLife Connect’s Terms and Conditions for certain service categories.

Even where insurance is not legally required, Providers should consider appropriate cover, such as public liability or professional indemnity insurance, based on the nature and risk of the service.

Where required, upload a current insurance certificate when creating or updating your service. You are responsible for ensuring the policy:

• covers the services you offer;
• applies in the locations where you work;
• provides an appropriate level of cover; and
• remains current while your service is active.

Uploading an insurance certificate does not mean that VanLife Connect endorses the Provider, guarantees the policy or confirms that every activity or claim will be covered. Travellers should make their own enquiries where insurance is important to the booking.

If you cannot honour a confirmed booking, cancel through the app and notify the Traveller through in-app chat as soon as possible. Do not simply fail to attend or leave the booking unresolved.

Cancelling before the service

• More than two hours before the scheduled start time: the Traveller receives a full refund. The Provider is responsible for the Stripe processing fee, but no additional late-cancellation consequence will generally apply.
• Within two hours of the scheduled start time: the Traveller still receives a full refund. The Provider is responsible for the Stripe processing fee and may also incur a late-cancellation consequence under the Terms and Conditions.
• Provider no-show: the Traveller receives a full refund, and the Provider may incur the applicable no-show consequences.

Late cancellations and no-shows may affect the Provider’s Campfire Score or booking record. Repeated incidents may result in account restrictions, suspension or closure.

If both parties want to move the service to another time, use any change option available for the booking. If the app does not allow the booking to be changed, cancel it and create a new booking. Do not arrange a cash or off-platform alternative.

If work has started but cannot be completed

Stop if continuing would be unsafe, unlawful, outside your qualifications or materially different from the agreed scope.

Explain the issue to the Traveller and record the details in the in-app chat. Do not change the agreed price or mark the booking as complete unless the app provides the appropriate option and both parties agree.

If the service cannot be completed or the parties cannot agree on an outcome, raise a dispute through the app. VanLife Connect will determine whether the payment should be refunded, partially refunded or released to the Provider under the Terms and Conditions.

What laws and regulations should I be aware of as a Provider?

The requirements depend on the service you offer and the state or territory where you perform it. As an independent Provider, you are responsible for identifying and complying with all laws, licences and local rules that apply to your work.

Key areas include:

• Australian Consumer Law: Services must be provided with due care and skill, be fit for any agreed purpose and be delivered within the agreed or a reasonable time. Consumer guarantees cannot be excluded by your listing or agreement with the Traveller.
• Licences and qualifications: Electrical, plumbing, gas, building, mechanical, health, beauty and other regulated work may require specific qualifications, licences, registrations or permits. Do not offer regulated work unless you are legally authorised to perform it.
• Work health and safety: Take reasonable steps to protect yourself, the Traveller, other people and property. Use suitable equipment and stop work if conditions are unsafe.
• Insurance: Maintain any insurance required by law, your profession, VanLife Connect’s Terms or the location where the service is performed.
• Tax and business obligations: Obtain an ABN where required, register for GST if applicable, keep appropriate records and declare your income.
• Privacy: Use personal information obtained through a booking only for providing the agreed service. Do not retain, disclose or misuse another user’s information.
• Caravan park and campsite rules: Obtain any required permission and comply with restrictions relating to visitors, commercial activity, noise, repairs, tools, waste disposal and working hours.
• Service-specific requirements: Depending on the work, you may also need working-with-children checks, food-safety approvals, animal-care permissions, environmental approvals or other industry requirements.
• Platform rules: Follow VanLife Connect’s Terms and Conditions, keep bookings and payments within the app, and comply with its cancellation, conduct and dispute procedures.

Requirements vary and can change. If you are uncertain about the rules applying to your service, check with the relevant government, licensing or industry authority before listing or accepting the work. VanLife Connect does not provide legal, licensing or tax advice.

When you book a service, you are responsible for helping the Provider understand the work and complete it safely and efficiently.

You should:

• Provide accurate information: Clearly explain what you need, including the correct location, condition of the item, access instructions and any relevant photos or measurements.
• Review the service details: Check the agreed scope, price, inclusions, exclusions, date and time before confirming the booking or accepting a quote.
• Be available: Be at the agreed location and ready at the scheduled time. If something changes, contact the Provider promptly through the in-app chat.
• Prepare the work area: Provide safe and reasonable access and have any agreed power, water, parts, materials or equipment available. Secure pets and remove avoidable hazards.
• Follow location rules: Obtain any permission required by the caravan park, campground or property owner and comply with rules concerning visitors, commercial work, noise, repairs, tools and waste disposal.
• Respect the agreed scope: Do not expect additional work without discussing it with the Provider and agreeing to any required new quote or booking.
• Keep everything within the app: Use in-app chat for important communication and make all booking payments through VanLife Connect. Cash and off-platform payments are prohibited and may result in account suspension or closure.
• Confirm the outcome: When the service is finished, review the work and complete the required booking action in the app. If there is a problem, raise it promptly with the Provider and use the dispute process if it cannot be resolved.
• Leave a fair review: Base your review on the service provided and communicate honestly and respectfully.

Repeated late cancellations, no-shows, abusive conduct or breaches of the Terms and Conditions may affect your Campfire Score and could lead to restrictions on your account.

If you are running late, message the Provider through the in-app chat as soon as possible. Tell them your expected arrival time and ask whether they can still complete the service. The Provider may agree to a short delay but is not required to extend or rearrange the booking.

If you cannot attend, cancel through the app immediately:

• At least two hours before the scheduled start time: you will receive the refund available under the cancellation policy. The non-refundable Stripe processing fee remains your responsibility.
• Within two hours of the scheduled start time: you may not be entitled to a refund unless an applicable exception is approved.
• No-show: if you do not attend or make the agreed access available, the Provider may be paid for the booking and you may forfeit the payment.

If both parties agree to move the service to another time, check whether the booking can be changed in the app. If it cannot, cancel it and create a new booking. Keep the agreement in the in-app chat.

Repeated late cancellations or no-shows may affect your Campfire Score and could lead to account restrictions, suspension or closure.

You may ask, but the Provider is not required to accept work outside the confirmed booking. They may have limited time, other bookings or may not be qualified, equipped or insured for the additional task.

First check whether the work is already included in the agreed service. A Provider should not charge extra merely to complete the original scope.

If the request is additional work:

• discuss it with the Provider through the in-app chat;
• confirm whether they are willing and able to do it;
• do not expect unpaid extras; and
• create a separate booking or quote request for any additional paid work.

The current booking price cannot be amended after confirmation. Additional paid work must be documented, confirmed and paid for through a new VanLife Connect booking before it begins.

Do not pay cash or arrange the extra work outside the app. Off-platform arrangements breach VanLife Connect’s Terms and Conditions, may result in account suspension or closure, and are not covered by the Platform’s payment records, reviews or dispute process.

Yes. After a completed booking, the Provider can rate and review the Traveller, just as the Traveller can rate and review the Provider.

A Traveller review may reflect matters such as:

• whether the booking information was accurate;
• communication and responsiveness;
• being available at the agreed time and location;
• providing safe and reasonable access;
• respectful behaviour; and
• following the agreed booking and payment process.

Traveller ratings and booking conduct may contribute to their Campfire Score and help Providers decide whether to accept future booking requests.

Reviews must be honest, relevant and based on the completed booking. They must not include abusive, discriminatory or misleading content, personal information or threats intended to influence the other party’s review.

Travellers can build a strong reputation by communicating clearly, honouring confirmed bookings, treating Providers respectfully and avoiding unnecessary cancellations or no-shows.

If the service didn’t meet your expectations, you should first communicate with the Provider about it. Most providers would prefer the chance to fix something or address your concerns on the spot. If it’s a minor issue, a friendly conversation can often resolve it (maybe the provider can adjust or correct the work).

If you’re still unsatisfied, you have a few avenues:

• Leave an honest review: Your review will inform others of your experience. Be factual and fair – remember, reviews are public, so stick to the truth and avoid personal attacks.
• Dispute resolution: For significant problems (for example, the job was not done at all, or was done very poorly compared to what was promised), you can escalate the issue through the platform’s dispute process rather than immediately leaving a negative review. In the app, you’d mark that there’s an issue and follow the prompts to submit a dispute. The funds will remain on hold while the issue is looked at. (We cover disputes in Section 12 below.)
• Request a refund (if applicable): If the service truly was not delivered or was not as described, and you can demonstrate that, you may be eligible for a refund under our policies or Australian Consumer Law. This would typically be handled via the dispute process.

Remember, most Providers want to do a good job and earn positive reviews. Give them a chance to make it right. And when leaving reviews, try to focus on the facts of the service (others reading the review will find that most helpful).

VanLife Connect provides the platform that connects travellers and providers. Services themselves are delivered by independent providers.

After a booking is completed, the Traveller and Provider can rate and review each other.

The app will prompt you to leave:

• a rating from one to five stars; and
• an optional written review describing your experience.

If you dismiss the prompt, you can open the completed booking in your booking history and submit the review from there.

Reviews help:

• Travellers assess a Provider’s service and reliability;
• Providers assess a Traveller’s communication and booking conduct; and
• both parties build their reputation and Campfire Score on the Platform.

Your review should be honest, factual and limited to the relevant booking. Do not include personal attacks, discriminatory or offensive language, private information or claims you cannot support. VanLife Connect may remove reviews that breach its Terms and content rules.

You can submit only one review for each completed booking. Check your rating and wording carefully before submitting because reviews cannot currently be edited through the app.

If there was a problem with the service, first raise it with the other party through in-app chat. Use the dispute process where appropriate—a review records your experience but does not replace resolving the issue.

Go to My VanLife and select My Reputation.

This section shows your current rating, Campfire Score and the written reviews you have received from completed bookings. You can use the available filters to narrow the reviews and find the feedback most relevant to you.

Your ratings and reviews form part of your Platform reputation and may be viewed by other users when they consider your profile, service listing or booking request.

If you are new to VanLife Connect or have not yet received a review, this section will remain empty until another user reviews you after a completed booking.

VanLife Connect does not remove a review simply because it is negative. Reviews are intended to provide an honest record of genuine booking experiences.

A review may be moderated or removed if it:

• is false, fraudulent or unrelated to the booking;
• contains abusive, threatening, discriminatory or obscene content;
• includes personal or sensitive information;
• makes unsupported allegations or personal attacks;
• is posted to harass, intimidate or manipulate another user;
• attempts to influence payment, a refund or another review; or
• otherwise breaches VanLife Connect’s Terms and content rules.

If you believe a review breaches these standards, report it to VanLife Connect Support and explain the issue. Include relevant booking details or evidence where available. VanLife Connect will review the content and decide whether it should remain, be restricted or be removed.

Disagreeing with a rating or believing a review is unfair is not, by itself, grounds for removal. Reviews may express a genuine opinion provided they remain factual, relevant and within the Platform’s rules.

Users cannot currently post a public reply to a review. The best response to fair criticism is to address any valid issue and build a stronger record through future bookings.

The Campfire Score is VanLife Connect’s colour-coded reputation and reliability indicator. It helps users assess another person’s history on the Platform at a glance.

The score takes into account factors such as:

• ratings and reviews from completed bookings;
• completed and cancelled bookings;
• no-shows and disputes; and
• overall conduct and reliability on the Platform.

The Campfire Score is displayed as:

• Green: a strong reputation and record of reliability;
• Amber: a moderate reputation or some reliability concerns; or
• Red: lower ratings, repeated cancellations, disputes or other significant reliability concerns.

New users may not have enough activity for a meaningful Campfire Score. As more bookings and reviews are completed, the score will better reflect their history on the Platform.

To build or improve your Campfire Score:

• communicate clearly and respond promptly;
• arrive on time and honour confirmed bookings;
• provide or facilitate the service as agreed;
• treat other users respectfully;
• avoid unnecessary cancellations and no-shows;
• resolve problems directly and fairly where possible; and
• follow VanLife Connect’s Terms and Conditions.

For Providers, this means accurately describing your service, meeting agreed expectations and delivering reliable service. For Travellers, it means providing clear instructions, being available at the agreed time and treating Providers fairly.

Your Campfire Score can improve as you establish a stronger record of positive reviews and reliable activity. An isolated issue may have less effect over time, but repeated problems are likely to have a greater impact.

The Campfire Score is only one source of information. Before making a booking, users should also consider the person’s profile, service listing, reviews and any relevant qualifications or supporting information.

VanLife Connect combines account verification, transparent profiles, in-app communication, secure payments and user accountability to help users make more informed decisions.

Key measures include:

• Verified account details: Users must verify their email address when creating an account. Mobile verification is required before using features involving direct communication with other users.
• Provider verification through Stripe: Providers must complete Stripe’s onboarding and identity-verification process before offering services and receiving payments. Providers who complete this process may display an ID Verified badge.
• Provider information: Service listings may include relevant qualifications, licences and insurance information. Providers are responsible for ensuring these details are accurate, current and appropriate for the work they offer.
• Profiles and reputation: Profile information, ratings, reviews and Campfire Scores help users consider another person’s experience and Platform history before connecting or booking.
• In-app communication: Users can discuss services, requirements and arrangements through the in-app chat without needing to publish their email address or mobile number. Keeping communication in the app also creates a record if an issue arises.
• Secure in-app payments: Stripe processes booking payments within VanLife Connect. This creates a transaction record and allows the Platform’s completion, cancellation, refund and dispute procedures to apply.
• Two-way reviews: Travellers and Providers can rate and review each other after completed bookings, helping both sides build a reputation for reliable conduct.
• Content rules and moderation: Users can report inappropriate listings, posts, messages, profiles or reviews. VanLife Connect may investigate, remove content and warn, restrict, suspend or close accounts that breach its rules.
• Dispute support: If the parties cannot resolve a booking issue directly, VanLife Connect can review the available booking information and evidence under its dispute process.
• Privacy controls: Personal, payment and account information is handled in accordance with VanLife Connect’s Privacy Policy and is not displayed publicly unless it forms part of the information users choose or are required to publish.

These measures reduce risk but cannot eliminate it. An ID Verified badge confirms only that Stripe completed its identity-verification process. It is not an endorsement or guarantee of a Provider’s qualifications, insurance, trustworthiness, safety or service quality.

Users should still review profiles, listings, qualifications, insurance information and reviews, ask questions through in-app chat and use their own judgement before meeting another user or confirming a booking.

Your safety is paramount. If at any point you feel physically unsafe during an in-person meeting (for example, a Provider or Traveller is behaving in a threatening manner), remove yourself from the situation as soon as possible. In an emergency or if you feel in danger, contact the police or emergency services first – the app is not a substitute for emergency assistance.

For non-immediate threats or platform-related issues:

• In-app Reporting: Use the Report function in the app to flag inappropriate behaviour, messages, or content. For example, if someone is harassing you in chat or a listing contains prohibited content, you can report it directly. Our moderation team will review the report and take action as necessary.
• Contact Support: If you need help or want to discuss an issue, reach out to our support team via the app or email. Describe what happened and provide any evidence (screenshots of chat, etc.). We will keep your report confidential and investigate. If a user is found violating our terms (for instance, asking for payment off-platform or engaging in abuse), we will issue warnings or remove them from the platform depending on severity.
• Document the situation: It helps to keep records. The good news is, because all communication should be on the app, much of it is already documented. But if there were off-app interactions (which ideally shouldn’t happen before booking), make a note of what happened as soon as you can.
• Community Feedback: After the fact, leaving an honest review about the incident (while sticking to facts) can warn others.

VanLife Connect has zero tolerance for harassment, violence, discrimination, child sexual abuse and exploitation (CSAE), grooming, exploitation of minors, or other illegal activity. Serious concerns may be escalated to relevant authorities or preserved for investigation where required.     For more information, please refer to our Child Safety Standards page: https://vanlifeconnect.com.au/child-safety-standards/

VanLife Connect is an Australian platform designed to operate in accordance with applicable Australian laws. These include:

• Australian Consumer Law: Nothing in our Terms excludes any consumer guarantee, right or remedy that cannot lawfully be excluded. Services must be provided with due care and skill, be fit for any agreed purpose and be delivered within the agreed or a reasonable time. The Provider remains responsible for the services they provide, while VanLife Connect remains responsible for its own obligations as the platform operator.
• Fair Work requirements: Providers operate as independent contractors under the current platform model. Where laws governing digital labour platforms or eligible employee-like workers apply, VanLife Connect will comply with the applicable requirements, including any required process for Provider deactivation.
• Tax reporting: VanLife Connect complies with its applicable tax obligations, including GST and reporting eligible transactions to the Australian Taxation Office under the Sharing Economy Reporting Regime where required. Providers remain responsible for their own tax, GST and record-keeping obligations.
• Privacy: Personal information is handled in accordance with our Privacy Policy and applicable Australian privacy laws. We use appropriate safeguards to protect the information we collect and do not sell users’ personal information.
• Governing law: Our Terms are governed by the laws of Western Australia and applicable Commonwealth laws, subject to any mandatory rights or laws that apply in another Australian state or territory.

Laws and regulatory requirements may change. We review our Terms, policies and platform processes periodically and update them where necessary. For further information, please refer to our Terms and Conditions and Privacy Policy.We regularly review our policies to reflect changes in the law and evolving industry practices. If you have questions about a policy or your rights, please refer to our Terms & Conditions (available in the app’s legal section) or contact us for clarification

The Community Noticeboard is a free, location-based space where travellers can see and share information relevant to where they are staying. There are no fees to view, create or respond to notices.

When you check in at a campsite or rest area, you can view notices posted for that location. These may include:

• activities, meet-ups and local events;
• requests for practical assistance;
• travel updates and information useful to other travellers; and
• official announcements from VanLife Connect.

To create a notice, select the appropriate category, add the relevant details and choose when the notice should expire. Other checked-in travellers can view the notice and respond through the available comments or chat functions.

Notices are intended for timely, location-relevant information and expire when they are no longer current. The Community Noticeboard is not for advertising paid services, arranging bookings or accepting payment. Paid work must be listed and booked through the Services Marketplace.

The Community Noticeboard is for free, non-commercial information and conversations that are useful to travellers at your location. You can use it to:

• share local updates, travel notices and practical tips;
• organise activities, meet-ups or shared outings;
• request or offer free, informal assistance;
• post lost-and-found notices;
• ask questions or share information about the campsite or surrounding area; and
• connect with travellers interested in similar plans or activities.

Please do not use the Noticeboard to:

• advertise a business or paid service;
• arrange paid work, cash jobs or off-platform transactions;
• post spam, repeated promotions or irrelevant content;
• share private contact details or another person’s personal information; or
• post anything unlawful, abusive, discriminatory, offensive or otherwise prohibited by our Community Guidelines.

If you want to offer paid work, create a listing in the Services Marketplace so the service can be booked and paid for through the app.

Posts that breach the Community Guidelines may be removed, and serious or repeated breaches may result in restrictions on your account..

Community notices may be reviewed by VanLife Connect, particularly when content is reported by another user. However, posts are not necessarily checked or approved before they appear, so you should not assume that every notice has been verified.

You can report a notice that appears to breach the Community Guidelines, including content that is unlawful, abusive, discriminatory, misleading, commercial or intended to move paid work outside the app.

VanLife Connect may remove content and warn, restrict, suspend or close an account where the Community Guidelines or Terms and Conditions have been breached. Reporting a post does not guarantee its removal; it will be assessed against the applicable rules.

Official VanLife Connect Community posts are notices or information published directly by VanLife Connect. They are clearly identified as official and are separate from posts created by users.

Official posts may include platform announcements, feature information, community guidance, reminders or other information relevant to VanLife Connect users.

Yes. Open the notice to join the public conversation by adding a comment or replying to an existing comment.

If you would prefer to communicate privately, you can start an in-app chat with the person who created the notice. Mobile verification is required before you can use in-app chat.

Keep your messages respectful and relevant to the notice. Do not post personal contact details or use the Noticeboard or chat to arrange paid work outside VanLife Connect. Paid services must be listed, booked and paid for through the Services Marketplace.

Smart Arrival uses your phone’s location to recognise when you arrive at a campsite or rest area listed in VanLife Connect. After you have remained at the location long enough to confirm your arrival, the app sends a notification inviting you to check in.

Confirming the check-in connects you with information relevant to that location, including nearby services, Community posts and Travel Mates.

Smart Arrival may not trigger immediately. It depends on your phone detecting the location accurately and allowing VanLife Connect to operate in the background.

If you do not receive a notification, check that:

• location access for VanLife Connect is set to Always;
• Precise Location is enabled;
• notifications are allowed for VanLife Connect;
• Lock Screen alerts, banners and sounds are enabled in your phone’s notification settings;
• mobile data or Wi-Fi is available;
• Low Power Mode or other battery-saving settings are not restricting the app;
• you are signed in to VanLife Connect; and
• the campsite or rest area is listed correctly in the app.

If the notification appears in your notification history but not on your screen, review the Lock Screen, banner and sound options for VanLife Connect in your phone settings.

If Smart Arrival does not trigger, you can still check in manually through the app. If the location is missing or incorrect, report it to VanLife Connect Support.

Smart Arrival uses your device’s location services and the campsite locations mapped within VanLife Connect.

When you enter a supported location and remain there for a short period, Smart Arrival may recognise that you have arrived and send you a notification inviting you to check in. Confirming the check-in allows VanLife Connect to show services, Community notices and Travel Mates relevant to that location.

For Smart Arrival to work correctly:

• allow VanLife Connect to access your location, including background access;
• enable Precise Location and app notifications;
• remain signed in to the app; and
• have an internet or mobile data connection.

Location accuracy, device settings, battery-saving features and limited connectivity can affect arrival detection or delay the notification. If Smart Arrival does not recognise your arrival, you can check in manually through the app.

No. Smart Arrival is optional. You can turn it off if you do not want VanLife Connect using your location in the background.

Without Smart Arrival, you can still:

• check in manually when you arrive at a campsite or rest area; and
• use Find Around to search near your current location.

If Smart Arrival is turned off, the app will not automatically recognise your arrival or send an arrival notification. Other location-based features may still require access to your location while you are using them.

Smart Arrival can be affected by your device settings, location accuracy, internet connection or whether the campsite is included in VanLife Connect.

Check that:

• location access for VanLife Connect is set to Always;
• Precise Location is enabled;
• notifications are allowed, including Lock Screen, banners and sounds;
• you are signed in and have an active mobile data or Wi-Fi connection;
• Low Power Mode or other battery-saving settings are not restricting the app; and
• you have remained within the campsite area long enough for your arrival to be recognised.

If you still do not receive a prompt, find the campsite in the app and check in manually. This gives you access to the same location-relevant services, Community notices and Travel Mates.

If the campsite is not listed, you can use the app to request that it be added. If an existing campsite has an incorrect name, location or other information, report it so the details can be reviewed.

A Smart Arrival notification is only a prompt—you can dismiss it if it appears when you do not want to check in.

Smart Arrival is designed to recognise when you arrive at a campsite or rest area, but no location-based technology is completely accurate.

Its performance may be affected by:

• GPS accuracy and your device’s location settings;
• weak mobile or internet coverage;
• battery-saving settings or background app restrictions;
• nearby campsites with overlapping location areas;
• incorrect or incomplete campsite information; and
• locations that have not yet been added to VanLife Connect.

Smart Arrival may occasionally send a prompt for the wrong location, deliver it late or not recognise an arrival. You always choose whether to confirm the check-in, and you can check in manually if no prompt appears. You can also request that a missing campsite be added or report incorrect location information through the app.

A VanLife Connect check-in only activates location-relevant app features. It does not check you in with the campsite operator, confirm a reservation or replace any arrival process required by the caravan park or campsite.

Smart Arrival is a convenience feature and should not be relied upon for navigation, safety or emergency purposes.

The three features use your location differently:

• Smart Arrival can recognise when you have remained at a supported campsite or rest area and prompt you to check in. It must be enabled and requires the relevant device permissions. You can set a dwell time of 10, 15 or 30 minutes under My VanLife → Settings.
• Manual check-in lets you find and select a supported location yourself without waiting for a Smart Arrival prompt.
• Find Around searches around your current location without checking you in.

Smart Arrival and manual check-in create a check-in after you confirm the location. Find Around does not. A confirmed check-in can activate location-based features, including the local Community Noticeboard and details of Travel Mates checked in or nearby.

Travel Mates is a free feature that helps you stay connected with people you meet while travelling.

You can send another user a Travel Mate request. Once they accept, you become Travel Mates within the app. You can then:

• keep the connection in your Travel Mates list;
• communicate through in-app chat;
• see when an existing Travel Mate is nearby, based on the location information available through the app; and
• create a Circle to bring selected Travel Mates together and keep in contact as a group.

Travel Mates is intended for reconnecting with people you already know or meet on the road. The current version does not match you with strangers, share travel itineraries or continuously show another user’s precise location.

Mobile verification is required to use in-app chat. Location visibility depends on each user’s check-in status, permissions and privacy settings.

Open Travel Mates and select Invite Mates. Search for the person using their name, select the correct user and send them an invitation.

The person will receive your invitation and can accept or decline it. Once accepted, you will appear in each other’s Travel Mates list and can keep in contact through in-app chat. Mobile verification is required before using chat.

You can also create a Circle and invite selected Travel Mates to join, making it easier for a group of travellers to stay connected.

Travel Mates is designed for connecting with people you already know or meet during your travels. Check that you have selected the correct person before sending an invitation, and only accept invitations from people you recognise.

Travel Mates can see the profile information you make available in the app, such as your name, profile photo and About You information. They can also contact you through in-app chat.

The Travel Mates screen can be switched between:

• List view, which shows your Travel Mates and available information about their location; and
• Map view, which shows where your Travel Mates are located on the map.

The location shown depends on the location and check-in information available through the app. It should not be treated as continuous, real-time tracking or relied upon for navigation or safety.

The information is reciprocal—you can see the same type of information about your Travel Mates that they can see about you. If you no longer want to remain connected with someone, you can remove them from your Travel Mates.

Your Travel Mates list is not displayed publicly to other users.

One-to-one chats can be seen only by the people taking part in the conversation. If you create or join a Circle, messages shared within that Circle can be seen by all its members.

As with any messaging service, another participant may save or share information from a conversation, so avoid sending sensitive personal or financial information.

VanLife Connect and its service providers may access or process messages where reasonably necessary to operate the app, investigate reports, provide support, enforce the Terms and Conditions or comply with the law. Further information is available in our Privacy Policy.

A Travel Mate is a mutual, ongoing connection. One person sends an invitation and the other chooses whether to accept it. It helps people who meet while travelling stay connected and find each other again on the road.

When you check in at a location, VanLife Connect shows which of your Travel Mates are checked in at the same location or nearby. You can switch between list and map view to see where they are and reconnect if you wish.

Unlike a one-off chat or one-way follow, Travel Mates allows you to:

• keep each other in your Travel Mates lists;
• communicate through in-app chat;
• see when your Travel Mates are checked in nearby; and
• create or join a Circle to stay connected as a group.

Travel Mates does not allow you to follow strangers or track someone’s complete journey. Both travellers must agree to the connection.

Yes. Travel Mates is completely free to use. There are no subscription fees or charges to:

• invite or accept Travel Mates;
• keep in contact through in-app chat;
• create or join a Circle; or
• view your Travel Mates in list or map view.

You need a VanLife Connect account to use Travel Mates, and mobile verification is required for in-app chat. Your usual mobile data or internet charges may still apply.

Travel Mates is designed to help you stay connected with people you meet on the road. A few sensible precautions will help you use it safely:

• only invite or accept Travel Mates you recognise and feel comfortable connecting with;
• remember that Travel Mates may see when you are checked in at the same location or nearby;
• meet in a public or shared area until you know someone well;
• keep personal, financial and other sensitive information out of chats;
• remember that everyone in a Circle can see messages shared with that Circle;
• respect another person’s privacy, travel plans and decision about whether to meet; and
• remove or report a user if their behaviour makes you uncomfortable or breaches the platform rules.

Travel Mate locations are based on information available through the app and may not be current or exact. Do not rely on the feature for navigation, safety checks or emergencies.

To cancel a confirmed booking, open the booking in the app, select Cancel Booking, choose the reason for cancelling and follow the prompts. The Provider will be notified once the cancellation is confirmed.

Your refund depends on when you cancel:

More than two hours before the scheduled start time

• You receive a full refund of the service price.
• The Provider is not paid.
• A non-refundable Stripe processing fee may be deducted.

Within two hours of the scheduled start time

• The booking is normally non-refundable because the Provider has reserved the time and may already be travelling to the job.
• You can request cancellation without charge and explain the circumstances.
• The Provider may accept or decline your request.
• If the Provider declines, they will generally be paid for the booking.
• If the Provider agrees, your refund will be processed less any non-refundable Stripe fees.

For a genuine emergency, provide the details when requesting cancellation. If you and the Provider cannot agree, you may use the applicable dispute process. Nothing in the cancellation policy excludes any rights or remedies available under Australian Consumer Law.

Cancel as early as possible and communicate with the Provider through the app. Frequent late cancellations or no-shows may affect your Campfire Score. Different rules apply when the Provider cancels or fails to attend.

If the Provider cancels a confirmed booking, you will receive a full refund. You will not be charged a cancellation fee or penalised for the Provider’s cancellation. The Provider is responsible for any applicable Stripe processing fee.

Refunds are processed through Stripe and may take several business days to appear in your account, depending on your bank.

A Provider is considered a no-show when they:

• have not arrived at the agreed time and location;
• cannot be contacted through the app; and
• have not responded or arrived within the 15-minute grace period.

If this happens, try contacting the Provider through in-app chat and then report the no-show through the booking. Once the no-show is confirmed:

• the booking will be closed;
• you will receive a full refund; and
• payment will not be released to the Provider.

Provider cancellations and no-shows may affect the Provider’s Campfire Score. Repeated or serious incidents may also result in account restrictions, suspension or removal from VanLife Connect.

VanLife Connect cannot prevent the inconvenience caused by a Provider cancelling or failing to attend, but you should not lose the amount paid for a service you did not receive.

A Traveller may be treated as a no-show when:

• they are not at the agreed location within 15 minutes of the scheduled start time; and
• they have not responded to your in-app messages.

Both conditions must apply.

If the Traveller has not arrived:

1. Contact them through in-app chat.
2. Confirm that you are at the correct location.
3. Wait for the 15-minute grace period.
4. If they still have not arrived or responded, report them as a no-show through the booking.

Do not mark the service as completed if no work was performed. Once the no-show is confirmed, you are not expected to continue waiting.

For a confirmed Traveller no-show:

• the Traveller normally forfeits the booking payment;
• the Provider is paid for the reserved booking;
• the Traveller is responsible for the applicable platform and Stripe processing fees; and
• the incident may affect the Traveller’s Campfire Score.

Repeated no-shows may lead to account restrictions or suspension.

If the Traveller contacts you about an emergency, you may agree to a refund or another reasonable arrangement through the app. Any disagreement will be handled under the applicable cancellation and dispute rules.

Booking payments are processed through Stripe and are not released until the booking outcome has been determined.

Once a refund has been approved and issued through Stripe, it will be returned to the original payment method. Most card refunds appear within 5–10 business days, although the timing depends on your bank or card provider.

Keep in mind:

• the 5–10 business-day period begins when the refund is issued, not when a cancellation or dispute is first submitted;
• refunds arising from a dispute may take longer because the outcome must be determined before the refund can be issued;
• payments made using Apple Pay or another digital wallet are returned to the card or account used through that wallet; and
• if the refund is issued soon after payment, the original charge may disappear or be adjusted rather than appearing as a separate refund.

If the refund has not appeared after 10 business days, contact VanLife Connect with the booking details. A payment reference may be provided to help your bank trace the refund.

Refund timing is controlled by Stripe and the receiving financial institution once the refund has been issued. Stripe advises that refunds generally take 5–10 business days.. If you have not seen a refund after a week, let us know and we can help track it. (Sometimes we can provide an ARN – Acquirer Reference Number – that your bank can use to locate the transaction in their system.)

If a problem arises, raise it promptly and keep all communication within the booking chat.

1. Try to resolve the issue directly

Explain the problem clearly and give the other party a reasonable opportunity to respond. If the concern relates to service quality, the Traveller should first allow the Provider an opportunity to inspect or correct the work where reasonable. A dispute does not automatically entitle either party to a full refund.

2. Raise a dispute through the booking

If the issue cannot be resolved, use the report or dispute option within the relevant booking. The Dispute Management section in My VanLife shows your existing disputes but is not where a new dispute is started.

Provide relevant evidence, such as:

• in-app messages;
• photographs;
• receipts or invoices;
• the agreed service description or quote; and
• a clear explanation of the outcome you are seeking.

Do not confirm that the booking is complete if the service remains genuinely disputed.

3. VanLife Connect reviews the matter

Where a dispute is raised before payment is released, the payment may be placed on hold while the matter is reviewed. VanLife Connect will consider the booking record, in-app communications, evidence from both parties, the Terms and Conditions and applicable law.

Depending on the circumstances, the payment outcome may include:

• a full or partial refund to the Traveller;
• release of payment to the Provider; or
• an allocation of the payment between the parties.

Both parties will be notified of the outcome.

VanLife Connect determines how the booking payment is handled under the platform rules. It does not provide expert assessments of workmanship or determine broader legal liability between the Traveller and the independent Provider. Any external claim concerning the underlying service would generally be pursued against the Provider. and providers. Services themselves are delivered by independent providers.

If you believe relevant information was overlooked, contact VanLife Connect Support and explain why you are requesting a review. Include any relevant evidence, such as in-app messages, photographs, receipts or booking records.

VanLife Connect will review the matter against the Terms and Conditions, the available evidence and applicable law. Requesting a review does not guarantee that the original decision will change.

VanLife Connect provides the platform and payment process, but the underlying service agreement is between the Traveller and the independent Provider. If your complaint concerns the Provider’s work, including its quality, safety or failure to deliver the agreed service, any external claim would generally need to be pursued against the Provider.

If the complaint concerns VanLife Connect’s own platform services, payment handling, privacy practices or conduct, it may be directed to VanLife Connect.

Depending on the nature of the issue, you may also seek independent legal advice, contact the relevant state or territory consumer protection agency, or pursue the matter through an appropriate tribunal or court.

Nothing in VanLife Connect’s dispute process limits any rights or remedies that cannot lawfully be excluded, including applicable rights under Australian Consumer Law.

VanLife Connect keeps its fees simple.

There are no:

• account sign-up fees;
• subscription fees;
• advertising or service-listing fees;
• fees for browsing or booking services; or
• fees for using the Community Noticeboard or Travel Mates.

For Travellers

Travellers pay the agreed service price shown before confirming the booking. VanLife Connect does not add a platform or booking fee to that price.

For Providers

For each completed booking:

• VanLife Connect deducts a 10% commission from the service price; and
• Stripe deducts its applicable payment-processing fee from the Provider’s payout.

As at August 2026, Stripe’s standard fee for an Australian domestic card is approximately 1.75% plus A$0.30 per transaction. Stripe fees may differ for international cards or other payment methods and can change over time.

Example: a $100 service paid with an Australian card

• Traveller pays: $100.00
• VanLife Connect commission: $10.00
• Stripe processing fee: approximately $2.05
• Provider receives: approximately $87.95

The Provider’s payout information will show the deductions applied to the booking. Different fee allocations may apply to cancellations, no-shows, refunds and disputes under the relevant platform rules.

Stripe has announced that its standard Australian domestic-card rate will reduce to 1.7% plus A$0.30 from 1 October 2026. Current rates should be checked against Stripe’s Australian pricing. and rounded to the nearest cent in accordance with Stripe’s standard pricing and rounding rules, which are outside the control of VanLife Connect.

All booking payments are processed securely through Stripe.

The payment process depends on the type of booking:

• Fixed Price: The Traveller submits the booking request using the listed service price. Payment is processed when the booking is accepted and confirmed.
• Request a Quote: The Provider reviews the work and submits a quote through the app. The Traveller must accept the quote and complete payment before the booking is confirmed.

Once payment has been made:

1. Stripe processes the payment and holds it within its payment system while the booking remains active.
2. The Provider completes the agreed service.
3. The Traveller and Provider confirm completion through the booking.
4. VanLife Connect deducts its 10% commission and Stripe deducts the applicable processing fee.
5. The remaining amount becomes available for payout to the Provider’s nominated bank account through Stripe.

If a cancellation, no-show or dispute is reported, the payment is handled according to the applicable rules and may remain on hold until the booking outcome is determined.

Travellers receive a payment record, and VanLife Connect generates the relevant booking invoices. Providers can view their earnings, fees and payout information in the app.

All booking payments must be made through VanLife Connect. Cash payments and off-platform transfers are prohibited, are not covered by the platform’s payment and dispute processes, and may result in account suspension or closure.

Booking payments are processed securely through Stripe. The payment screen will show the methods available for your booking and device. These may include:

• major credit and debit cards; and
• supported digital wallets, such as Apple Pay or Google Pay, where enabled.

All booking prices and payments are in Australian dollars. If you use an overseas card, your bank may apply currency-conversion or international transaction fees.

Available payment methods may change and some options may not appear on every device. Always check the payment screen before confirming your booking.

Cash, direct bank transfers and other off-platform payments are not accepted for VanLife Connect bookings. All payments must be completed through the app.

Whether you need an ABN depends on whether you are carrying on an enterprise. If you provide services commercially, set your own prices and regularly accept bookings, you may need an ABN. Genuine hobby activities may be treated differently. Check your circumstances with the Australian Business Register, the ATO or a tax adviser.

You must generally register for GST if your GST turnover reaches, or is expected to reach, $75,000 in a 12-month period. You may also register voluntarily if eligible.

• If you are registered for GST, the service price you enter must include GST.
• If you are not registered for GST, you must not charge GST.
• The price entered in the app is the total price shown to the Traveller.

VanLife Connect generates invoices for completed bookings using the ABN and GST information recorded in your profile:

• If you are GST-registered, the invoice shows your ABN and the applicable GST.
• If you are not GST-registered, the invoice does not include GST.
• Having an ABN alone does not mean you are registered for GST.

VanLife Connect also generates a separate tax invoice for its commission. If you are GST-registered, you may be entitled to claim the GST included in that commission as an input tax credit.

Where required by law, VanLife Connect reports eligible Provider identity, income and transaction information to the ATO under the Sharing Economy Reporting Regime. This does not replace your own obligations. You must keep appropriate records, declare your income and meet any GST and other tax requirements that apply to you.

Keep your ABN and GST status up to date in the app. This is general information only; contact the ATO or a registered tax adviser for advice about your circumstances.x advice.

VanLife Connect collects information needed to operate the app, process bookings, provide location-based features and meet its legal obligations. Depending on how you use the app, this may include:

• Account information: Your name, email address, mobile number, date of birth and other details required to create and manage your account.
• Profile information: Your profile photo, bio and other information you choose to add.
• Provider information: Your ABN and GST status, service listings, qualifications, trade licences and insurance documents where applicable.
• Location information: Your device location when you enable features such as Smart Arrival, check-in, nearby services or Travel Mates. Location permissions can be managed through your device settings.
• Bookings and transactions: Booking details, payments, payouts, refunds, cancellations, disputes and invoices. VanLife Connect keeps transaction records but does not store your complete card details.
• Content and communications: Messages, Noticeboard posts, reviews, ratings, uploaded photographs and communications with support.
• Technical information: Device, IP address, app version, usage, analytics and diagnostic information used to operate, secure and improve the app.

Stripe separately collects and processes payment information. Providers must also complete Stripe’s payment onboarding, which may require bank, business and identity information.

Some information, such as your profile, listings, posts and reviews, may be visible to other users. Other information is only used for operating the platform, processing payments, providing support or meeting legal and regulatory requirements.

For further details, including how information is used, disclosed, retained and protected, refer to the VanLife Connect Privacy Policy.

VanLife Connect uses your information to operate the app and provide the features you choose to use. This includes:

• Managing your account: Creating and securing your account, maintaining your profile and providing support.
• Providing platform features: Managing service listings, bookings, payments, refunds, invoices, messages, reviews, the Community Noticeboard and Travel Mates.
• Providing location-based features: Using your location, when enabled, for Smart Arrival, check-in, nearby services, local Noticeboard content and nearby Travel Mates.
• Communicating with you: Sending booking updates, messages, reminders, security notices and Smart Arrival prompts. Marketing communications are only sent where permitted, and you can unsubscribe at any time.
• Maintaining safety and integrity: Preventing fraud and misuse, moderating content, investigating reports and enforcing the Terms and platform rules.
• Handling booking issues: Reviewing relevant booking records, messages, payment information and evidence when dealing with cancellations, no-shows, refunds or disputes.
• Improving the app: Analysing usage, performance and diagnostic information to identify problems and improve features.
• Meeting legal obligations: Maintaining required records and reporting eligible Provider and transaction information to the ATO where required by law.

Stripe separately uses payment, payout, business and identity information to process transactions and onboard Providers.

VanLife Connect does not sell your personal information to marketers. Optional permissions, such as location access, and choices about marketing communications are managed separately. More information is available in the VanLife Connect Privacy Policy.

The information visible to other users depends on how you use VanLife Connect:

• Profile information: Other users may see information displayed on your profile, such as your name, photo, bio, badges, ratings and reviews.
• Service information: Provider listings and any qualifications, licences or insurance details displayed with them may be visible to Travellers.
• Bookings: Travellers and Providers can see the information needed to manage a confirmed booking and communicate through the app.
• Community Noticeboard: Posts and comments are visible to users who can access that location’s Noticeboard.
• Travel Mates: Accepted Travel Mates can see information made available through that feature, including check-in or nearby-location information where enabled.

VanLife Connect also shares information with service providers where needed to operate the platform. These may include providers of:

• payment, payout and Provider onboarding services, including Stripe;
• cloud hosting and data storage;
• mapping and location services;
• email, SMS and push notifications;
• analytics, security and technical support; and
• customer support and communication tools.

These providers receive only the information needed to perform their services. Some may process information overseas or handle it under their own privacy policies.

VanLife Connect may also disclose information to the ATO and other government, regulatory, law-enforcement or legal bodies where required or permitted by law.

VanLife Connect does not sell personal information to third parties for their own marketing. More information about disclosures, service providers and overseas processing is available in the Privacy Policy.

VanLife Connect uses your device location only when you grant permission and use a location-based feature.

• Smart Arrival uses location services, including background location where permitted, to recognise when you arrive at a mapped campsite or rest area and offer a check-in prompt.
• Check-in connects you with local services, Noticeboard posts and Travel Mates who are checked in or nearby.
• Find Around uses your current or selected location to show services in another area.
• Travel Mates lets accepted Mates see when you are checked in or nearby. You can switch between list and map views to see Mates who have made their location available.

You can disable Smart Arrival in the app or change VanLife Connect’s location permission through your device settings. Depending on your device, you may allow location access all the time, only while using the app or not at all.

Turning location access off will limit Smart Arrival, nearby results and Travel Mates location features. You can still search manually and check in to a mapped location. Changing your location settings does not automatically delete check-in or other records that VanLife Connect is legally permitted or required to retain.

VanLife Connect uses reasonable technical and organisational safeguards to protect personal information from loss, misuse, interference and unauthorised access, modification or disclosure. These measures may include:

• secure transmission and storage of information;
• access controls that limit information to authorised people and service providers;
• security monitoring, system maintenance and incident-response procedures;
• secure third-party hosting and technology services; and
• payment processing through Stripe, so VanLife Connect does not store your complete card details.

Information is retained only for as long as needed to operate the platform or meet legal, tax, accounting and dispute-related obligations. Account deletion does not necessarily remove records that VanLife Connect is legally required or permitted to retain.

If an eligible data breach is likely to cause serious harm, VanLife Connect will notify affected individuals and the Office of the Australian Information Commissioner as required under Australia’s Notifiable Data Breaches scheme.

No app or online service can guarantee complete security. You should protect your device and email account, never share verification codes and report suspected unauthorised access promptly.

The Privacy Policy explains VanLife Connect’s security practices and your rights to access, correct or request deletion of your personal information.n.

Email and SMS verification are separate processes. An email code can only be used for email verification, and an SMS code can only be used for mobile verification.

If you are waiting for an email code:

• Check your spam or junk folder.
• Confirm that you entered the correct email address.
• Wait briefly, then select Resend once.
• If you requested more than one code, use the most recent code received.

If you are waiting for an SMS code:

• Confirm that you entered the correct mobile number.
• Check that you have mobile coverage and can receive SMS messages.
• Make sure messages from unknown senders are not blocked.
• Wait briefly, then select Resend once.
• If you requested more than one code, use the most recent code received.

Avoid repeatedly requesting codes, as this may invalidate earlier codes or temporarily limit further attempts.

If the code still does not arrive or is shown as invalid or expired, contact support. Include whether the issue relates to email or SMS, the approximate time of the attempt and your device type. Never send anyone your verification code..

Try these steps in order:

1. Check your connection: Move to an area with reliable mobile coverage or Wi-Fi and try again.
2. Update the app: Open the App Store or Google Play and install any available VanLife Connect update.
3. Restart the app: Close VanLife Connect completely, then reopen it.
4. Restart your device: Turn your phone or tablet off and back on.
5. Check storage and software: Make sure your device has available storage and is running a supported version of iOS or Android.
6. Clear the cache on Android: Go to your device’s app settings for VanLife Connect and select Clear cache. Avoid selecting Clear data, as this will reset the app and require you to sign in again.
7. Reinstall the app: If the problem continues, delete and reinstall VanLife Connect. You may need to sign in again and restore permissions such as location and notifications.

If the issue persists, contact support and include:

• your device model and operating-system version;
• the VanLife Connect app version;
• what you were doing when the problem occurred;
• the approximate date and time;
• whether you were using mobile data or Wi-Fi; and
• a screenshot or screen recording, if possible.

Do not assume a booking, payment, message or other action was completed unless the app confirms it.

First, open My VanLife → Settings and confirm that:

• Enable Smart Arrival is turned on;
• Smart Arrival notifications are enabled;
• your preferred dwell time is selected: 10, 15 or 30 minutes; and
• the reminder behaviour is set as you want it.

The dwell time is how long you must remain within a mapped location before Smart Arrival can trigger. A shorter time provides a faster prompt, while a longer time helps reduce prompts when you are only passing through or stopping briefly.

Also check your device settings:

• Allow VanLife Connect to access your location. Background location access may be required when the app is closed.
• Turn on device location services and notifications.
• Make sure battery-saving or background-app restrictions are not preventing VanLife Connect from operating.
• Check your mobile data or Wi-Fi connection. Poor connectivity may delay Smart Arrival and its associated information.

Smart Arrival only works at campsites and other locations mapped in VanLife Connect. If the location is listed but Smart Arrival does not trigger, search for it and check in manually.

If the campsite is not listed and is regularly used by travellers, submit a request to have it added. VanLife Connect will review the request and add the campsite if it is a valid traveller location.

Until the campsite is added, users cannot check in there, so no checked-in users, local Noticeboard posts or Travel Mates will be available for that location. You can still use Find Around to search for services and other information in the surrounding area.

If a listed location continues to cause problems, contact support with the location, approximate arrival time, device model, operating-system version and a screenshot of your Smart Arrival settings.

If your payment fails:

• Check that your card number, expiry date, security code and billing details are correct.
• Make sure the card has not expired and has sufficient available funds.
• Check for a verification request from your bank by SMS or through its banking app.
• Contact your bank to confirm that it is not blocking the transaction.
• Try another payment method shown on the payment screen, if available.
• Check your internet connection and try again once.

Do not repeatedly submit the payment while it is showing as pending, as this may create multiple temporary authorisations. Wait until the app displays the payment outcome.

A booking is not confirmed unless its status is shown as Confirmed in the app. Providers should not begin the service while payment or booking confirmation is incomplete.

Do not use cash or an off-platform transfer to bypass a failed payment. Off-platform payments are prohibited, are not covered by VanLife Connect’s payment and dispute processes, and may result in account suspension.

If the payment continues to fail, contact support with the booking reference, time of the attempt and the error message shown. Do not provide your full card number or security code. VanLife Connect cannot override a decline made by your bank or Stripe, but support can check whether there is a platform-related issue. to contact support.

Go to My VanLife → Help Centre → Contact Us and complete the support form.

To help us investigate, include:

• a clear description of the problem;
• your device model and operating-system version;
• the VanLife Connect app version;
• the approximate date and time the issue occurred;
• the steps that caused the problem;
• any relevant booking or transaction reference; and
• screenshots or a screen recording, if available.

Explain what you expected to happen and what happened instead. This will help us reproduce and resolve the issue.

Never include your password, verification code, complete card details or unnecessary identity documents. If the problem involves a payment, provide only the booking reference and error message unless support requests other information.

If messages or booking updates appear only after you open VanLife Connect, check the following:

1. Check VanLife Connect settings

Open My VanLife → Settings and make sure the notification types you want are enabled.

2. Check your device permissions

On iPhone or iPad:

1. Open your device’s Settings.
2. Select Apps → VanLife Connect → Notifications.
3. Turn on Allow Notifications.
4. Enable the Lock Screen, Notification Centre and Banners alert options.
5. Turn on Sounds if you want an audible alert.
6. Check that VanLife Connect is not included in a Scheduled Summary, which may delay notifications.

You can also go to Settings → Notifications → VanLife Connect on devices showing the older menu layout.

On Android:

1. Open your device’s Settings.
2. Select Notifications → App notifications.
3. Find and select VanLife Connect.
4. Turn on notifications and make sure the required notification categories are enabled.
5. Set notifications to Alerting, rather than Silent, if that option is shown.
6. Allow notifications to appear on the lock screen.

Android menu names can vary between manufacturers. You may instead find these options under Settings → Apps → VanLife Connect → Notifications.

3. Check other device controls

• Make sure Focus, Do Not Disturb or a scheduled quiet period is not suppressing notifications.
• Allow VanLife Connect to use background activity, background data and mobile data.
• On Android, remove strict battery optimisation or sleeping-app restrictions for VanLife Connect.
• Install the latest app and device software updates, then restart the app and your device.

If the issue continues, reinstalling VanLife Connect may refresh its notification connection. You will need to sign in again and restore your notification and location permissions.

If notifications still arrive only after opening the app, go to My VanLife → Help Centre → Contact Us and complete the support form. Include your device model, operating-system version, app version, the type and approximate time of a missed notification, and whether other VanLife Connect notifications are working.

Push notifications can occasionally be delayed by device settings, connectivity or notification services. Check the app directly when managing a time-sensitive booking.

First, try these steps:

1. Check that your device has a reliable internet connection.
2. Refresh the screen, where that option is available.
3. Close and reopen VanLife Connect.
4. Confirm that you are using the latest version of the app.
5. Restart your device if the problem continues.

Information previously loaded may remain visible during poor connectivity. Do not assume that a message, booking, payment or other action has been sent unless the app displays a confirmation.

If a booking or payment status appears incorrect, do not repeat the action. Repeating it could create duplicate requests or payment authorisations.

Incorrect campsite information

Open the campsite or location and select Suggest Edit. Choose the reason that best describes the problem:

• Permanently closed
• Not a campsite
• Incorrect location
• Private property
• Duplicated
• Other

Submit the suggestion and VanLife Connect will review it before updating or removing the location.

Reporting another problem

Go to My VanLife → Help Centre → Contact Us and complete the support form. Include:

screenshots or a screen recording, if available.

what you expected to happen and what happened instead;

the steps that produced the issue;

the approximate date and time;

your device model, operating-system version and app version;

any relevant booking, payment or listing reference; and

For an existing campsite, open the location and select Suggest Edit. Choose the reason that best describes the problem:

• Permanently closed
• Not a campsite
• Incorrect location
• Private property
• Duplicated
• Other

Submit the suggestion for review. Do not create a duplicate campsite to correct an existing entry.

If a campsite is missing and is a genuine location regularly used by travellers, use the option to request that it be added. VanLife Connect will review the information and add the campsite if it is considered valid. Until it is added, users cannot check in there, although Find Around can still be used to explore the surrounding area.

For an incorrect service location or another map problem, report the listing where that option is available or go to My VanLife → Help Centre → Contact Us. Include the location name, map position, what is incorrect and a screenshot where helpful. Corrections may take time to verify and publish.

First, check the screen connected with the action you attempted, such as the relevant booking, transaction, notification or account page. Look for a lasting status or confirmation.

Do not repeat a booking, payment, cancellation or account action until you have confirmed whether the first attempt succeeded. Repeating it may create duplicate requests or transactions.

If the outcome remains unclear, capture a screenshot or screen recording where possible and go to My VanLife → Help Centre → Contact Us. Include:

• The approximate time of the message
• What you were trying to do
• Your device model
• Operating-system and app versions
• Any screenshots or recordings

Never include your password, one-time verification code or full payment-card details.

Go to My VanLife → User Profile.

From the User Profile screen, you can:

• tap your profile photo to add or change it;
• select Personal details to update your name and other personal information; or
• select Account verification to manage and verify your email address and mobile number.

Creating a trusted profile

Accurate profile information helps other users know who they are dealing with and supports a safer community.

• Use your real name: Enter the name you are genuinely known by. Do not use a business name, false identity or misleading nickname in place of your name.
• Add a clear profile photo: Use a recent photograph of yourself with your face clearly visible. Avoid group photos, business logos, vehicles or images that make it difficult to identify you.
• Keep your details current: Update your information if your name, contact details or other relevant circumstances change.
• Verify your contact details: Email and mobile verification are separate processes. Mobile verification confirms that you control the number; it does not verify your identity.

Save any changes before leaving the screen. Changing a verified email address or mobile number may require you to complete the relevant verification process again.

Provider service information is managed separately under My VanLife → My Services. Update your service listings, images, qualifications, insurance documents and other service details there.

Payment, payout and Provider identity information is managed through Stripe and may require separate verification.

If a field cannot be changed or your updates do not save, go to My VanLife → Help Centre → Contact Us and complete the support form.

Go to My VanLife → User Profile → Account verification.

Select the email address or mobile number you want to change, enter the new details and complete the verification process. The new contact detail will not be verified until you enter the code sent to it.

Email and SMS verification are separate:

• an email verification code is sent to the new email address; and
• an SMS verification code is sent to the new mobile number.

The codes cannot be used interchangeably. If you request more than one code, use the most recent code received.

Each account can have only one email address, and an email address cannot be linked to more than one active VanLife Connect account.

If you no longer have access to your existing contact details, the change option is unavailable or verification fails, go to My VanLife → Help Centre → Contact Us and complete the support form. Do not create or delete accounts simply to change your contact details.

VanLife Connect does not use a password for sign-in. Enter the email address linked to your account and follow the instructions to receive an email verification code.

If the code does not arrive:

• check that you entered the correct email address;
• check your spam or junk folder;
• wait briefly, then select Resend once; and
• if you requested more than one code, use the most recent code received.

Email and SMS verification are separate. SMS codes used to verify your mobile number cannot be used to sign in.

If the code is shown as invalid or expired, request a new one and enter it promptly. Avoid repeatedly requesting codes, as earlier codes may become invalid and further attempts may be temporarily limited.

If you no longer have access to the email address linked to your account, use the support contact published on the VanLife Connect website. Support will never ask for your verification code.

Provider bank and payout details are managed securely through Stripe.

Go to My VanLife → Payout Setup and follow the link to manage your Stripe account. You may briefly leave VanLife Connect while completing the update with Stripe.

Enter the new bank details carefully and follow any verification instructions shown. Stripe may request additional information before accepting the change or resuming payouts.

Before making an update:

• check that the account name and bank details are correct;
• review the status of any pending payout;
• do not close the previous bank account until you confirm where any payment already in progress will be deposited; and
• return to VanLife Connect and check that your payout setup is complete.

Changes to your bank details may delay a pending or future payout while Stripe verifies the information. Follow the payout status displayed by Stripe and in VanLife Connect.

Never send bank-account details through chat, email or the support form. VanLife Connect support will not ask you to provide complete bank details outside Stripe’s secure process.

If you cannot access Payout Setup or the update does not save, go to My VanLife → Help Centre → Contact Us and report the problem without including your bank-account details.our legal name from verification) to prevent payout failures.

No. Each person must create and use their own VanLife Connect account.

This helps maintain accurate profiles, verification, reviews, bookings and accountability across the platform. Couples, family members and people travelling or working together should each have a separate account. They can connect through Travel Mates or create a Circle to keep in contact.

Do not:

• share your account with another person;
• allow someone else to act through your profile;
• share email or SMS verification codes;
• create duplicate accounts; or
• create a new account to avoid a restriction, suspension, review or other account history.

Each account can have only one email address, and that email address cannot be linked to another active account. You are responsible for activity carried out through your account.

Providers may enter business information through Stripe and create service listings, but the VanLife Connect user account must still belong to the individual operating it.

If you accidentally create a duplicate account or cannot access your original account, go to My VanLife → Help Centre → Contact Us where possible, or use the support contact published on the VanLife Connect website. Contact support before deleting either account.tter each adult has their own profile and you link as Travel Mates or simply coordinate outside the app.

Check the notice sent by VanLife Connect to your registered email address. It should explain:

• whether the restriction is temporary or permanent;
• the reason for the action;
• any steps required from you;
• what happens to current bookings, payments or payouts; and
• whether you can request a review.

Accounts may be restricted while VanLife Connect investigates suspected fraud, safety concerns, missing Provider requirements, serious complaints or breaches of the Terms. This can include attempting to arrange cash or off-platform work.

Follow the review instructions in the notice and provide any relevant information or evidence. If you can still access the app, go to My VanLife → Help Centre → Contact Us. If you cannot access the app, email support@vanlifeconnect.com.au.

Do not attempt to create another account. You cannot create a new account using the same email address, and creating another account with a different email address to avoid a suspension or deactivation is prohibited under the Terms and Conditions.

VanLife Connect may impose an immediate temporary restriction where reasonably necessary to protect users, investigate fraud or safety concerns, or confirm required licences or qualifications. A temporary restriction does not necessarily mean that a final decision has been made.

Some Providers who meet the legal definition of an employee-like worker may have rights under the Fair Work Act, including possible access to the Fair Work Commission’s unfair-deactivation process. Eligibility requirements and strict time limits apply. VanLife Connect will follow the Digital Labour Platform Deactivation Code where it legally applies.e. That’s against our rules and such accounts will be closed once linked. It’s better to resolve the situation with us through proper channels.

Go to My VanLife → Delete Account and follow the prompts to confirm your request.

Before deleting your account, review any active bookings, disputes, refunds or pending Provider payouts. The app will identify anything requiring attention before deletion can be completed.

When your account is deleted:

• Your account access, public profile and active service listings will be removed.
• Personal information associated with your account will be deleted or de-identified unless it must be retained for legal, tax, payment, fraud-prevention, safety or dispute-resolution purposes.
• Certain transaction records and user-generated content may be retained where legally required or necessary to preserve platform records, as explained in our Privacy Policy.
• A restricted record of your email address may be retained for account integrity and enforcement purposes. The email address from a deleted account cannot be used to create another account.
• Account deletion is permanent and cannot be undone.

If you cannot access the app, request deletion through VanLife Connect’s public account-deletion page or contact Support.se the platform again, you could simply log out and leave your account dormant. There’s no cost to keep it, and you’d preserve your history for when you return. But if you’re sure, deleting is your right and we’ll process it promptly.

Go to My VanLife → Settings. You can use the All switch to turn app notifications on or off together, or manage these categories individually:

• Service: booking activity and transactions
• Community: posts, reactions, comments and replies
• Mates: chats, group chats and mate requests
• System: platform, account and dispute updates
• Email notifications for booking updates: payments, cancellations and dispute updates

You can also choose how Smart Arrival reminders behave:

• Gentle Reminder (default)
• Remind Again if Not Actioned

Your device settings separately control whether VanLife Connect notifications are permitted and how they appear, including sounds, banners, previews and lock-screen alerts.

Marketing emails and newsletters are managed separately. Use the Unsubscribe link in the email to opt out. Essential account, security and legal communications may still be sent when required.

My VanLife is the main area for managing your account and accessing support.

From My VanLife, you can:

• Open your User Profile to update personal details, verify your mobile number and set up as a Provider
• Open Settings to manage Smart Arrival, reminders and notifications
• Access the Help Centre and information about VanLife Connect
• Read the Privacy Policy and Terms & Conditions
• Check the installed app version
• Delete your account or log out

Providers may also have access to service, booking, transaction and payout features once Provider setup has been completed.

Deleting an account is permanent and does not preserve the profile, bookings, reviews, messages or account history.

You cannot use the same email address to create another VanLife Connect account after deletion. Do not create another account using different details to avoid a suspension, restriction or other action, as this breaches the Terms & Conditions.

If you deleted an account by mistake or later want to return, contact VanLife Connect through My VanLife → Help Centre → Contact Us, where available, or email support@vanlifeconnect.com.au before attempting to register again. VLC will advise whether any permitted account option is available.

No. VanLife Connect does not insure bookings, guarantee the quality or outcome of services, or automatically reimburse users for loss, damage or injury.

Services are performed by independent Providers. Each Provider is responsible for:

• Performing the agreed service with due care and skill
• Holding any licences, qualifications or insurance required for the work
• Ensuring the service complies with applicable laws

Providers may upload qualifications, licences or insurance information to their profile. Travellers should review this information and ask the Provider for current evidence where it is relevant to the job. Information displayed on a profile is not a guarantee or endorsement by VanLife Connect.

In-app payments and dispute processes provide transaction records and a way to address booking issues, but they do not replace insurance or guarantee compensation. Any rights or remedies that cannot lawfully be excluded, including applicable rights under Australian Consumer Law, continue to apply.h due care and skill as a baseline. That expectation isn’t just our policy – it’s also part of Australian Consumer Law

Providers are solely responsible for holding and maintaining every licence, registration, permit, qualification and insurance required for the services they offer and the location where the work is performed.

Providers may upload supporting documents to their service profile for Travellers to review. However, VanLife Connect:

• Does not review, verify, approve or authenticate uploaded documents
• Does not confirm that documents are current, complete or applicable to the advertised service
• Does not monitor expiry dates, licence conditions or the adequacy of insurance coverage
• Does not display qualification, licence or insurance badges
• Does not endorse or guarantee a Provider’s credentials or suitability

The presence of a document on a Provider’s profile only means that the Provider uploaded it. Travellers should inspect the documents, ask the Provider for current evidence and independently confirm any licence or insurance relevant to regulated, technical or higher-risk work.

A Provider must not offer work they are not legally authorised or appropriately qualified to perform. Suspected false, expired or misleading credentials should be reported through the app and may result in the service listing or account being restricted or removed.

VanLife Connect provides a technology platform through which users can find and offer services, participate in local Community Noticeboards and connect with Travel Mates. Users are responsible for their own services, posts, messages, arrangements, decisions, conduct and in-person interactions.

VLC does not provide, supervise, control, endorse or guarantee:

• Services offered or performed by Providers
• Information or content posted by users
• The identity, conduct or suitability of another user
• Meetings, activities or arrangements made through Community or Travel Mates
• The accuracy of campsite, location, Smart Arrival or other user-supplied information

Community moderation, reporting tools, account verification, reviews and in-app payments may help users make informed decisions, but they do not constitute an endorsement, insurance policy or guarantee of safety, conduct or outcomes.

VLC does not guarantee that the platform will always be available, uninterrupted or error-free. To the maximum extent permitted by law, VLC’s liability is limited as set out in the Terms and Conditions. Nothing in this FAQ or the Terms excludes any responsibility or right that cannot lawfully be excluded.

Where Australian Consumer Law applies, services may come with automatic guarantees, including that they will be provided with due care and skill, be fit for an agreed purpose and be supplied within the agreed time or a reasonable time.

The service contract is between the Traveller and the independent Provider. The Provider is solely responsible for:

• The service advertised, agreed and performed
• The quality, safety and suitability of the work
• All acts, omissions, loss or damage connected with the service
• Meeting any applicable consumer guarantees
• Providing any correction, repeat service, refund or compensation required by law

VanLife Connect provides the technology platform through which users connect, book and pay. VLC does not provide, perform, supervise, assess, control, endorse or guarantee Provider services. Any complaint or claim about the quality, standard, safety or outcome of a service must be raised directly with the Provider.

Travellers should also record the issue and relevant communications in the booking chat. This creates a clear history of what was reported and how the Provider responded.

What VLC’s dispute process covers

VLC’s dispute process is limited to determining the appropriate booking and payment status under the platform’s Terms. It may consider matters such as:

• Whether the service was performed
• Whether either party cancelled
• Whether a Traveller or Provider failed to attend
• Whether the service was only partially performed
• Whether payment should be released, withheld or refunded under the platform’s published rules
• Whether the parties have agreed to a refund or other payment adjustment

VLC does not assess the professional quality or workmanship of a completed service, determine negligence, decide liability for loss, damage or injury, or determine whether a Provider has complied with the ACL. Those matters remain between the Traveller and Provider and may require independent advice or determination by a consumer agency, tribunal or court.

A payment decision made through VLC’s dispute process does not make VLC the service supplier, transfer the Provider’s responsibilities to VLC or constitute a legal determination of either party’s rights.

Nothing in the Terms or this FAQ excludes any right or remedy that cannot lawfully be excluded. Whether the ACL applies and what remedy is available depends on the circumstances.

The Terms should also be amended to define VLC’s dispute process this narrowly. The current definition covers any disagreement relating to a booking, which is broader than the intended administrative role described above.

Stop the work immediately and address any urgent safety or medical needs. In an emergency, call 000. Do not rely on VanLife Connect for emergency assistance.

Responsibility for injury, loss or property damage depends on what occurred, each party’s actions and legal obligations, and any applicable insurance. Providers are responsible for performing their services safely and lawfully. Travellers are responsible for providing a reasonably safe work area and disclosing relevant hazards or faulty equipment.

The parties should:

• Notify each other promptly
• Record the incident in the booking chat
• Preserve photographs, messages, receipts and other relevant evidence
• Notify their insurer where appropriate
• Obtain independent legal advice if responsibility or compensation is disputed

VanLife Connect does not insure users, investigate accidents, determine legal liability or provide automatic compensation. VLC’s booking dispute process is limited to the service-completion and payment status under its Terms; it does not decide claims for injury, property damage or consequential loss.

VLC may preserve or provide relevant platform records where legally permitted or required. Any claim relating to injury or damage must otherwise be addressed between the parties, their insurers and, where necessary, the relevant authorities, tribunal or court.

VanLife Connect is operated in accordance with the Australian laws that apply to its activities. Depending on the circumstances, these may include:

• Australian Consumer Law
• The Privacy Act 1988 and Australian Privacy Principles
• Fair Work Act provisions applying to digital labour platforms and eligible employee-like workers
• The Digital Labour Platform Deactivation Code, where applicable
• Tax, GST and Sharing Economy Reporting Regime requirements
• Laws governing electronic communications, payments and online content

Providers operate independently and remain responsible for their own tax, licensing, insurance, workplace and other legal obligations. Describing a Provider as an independent contractor does not override any classification or rights that apply under law.

The application of particular laws can depend on VLC’s activities, the Provider’s circumstances and the nature of the service. Further information about privacy and data handling is available in the Privacy Policy, with other rights and obligations explained in the Terms and Conditions.

Open My VanLife and scroll to the Legal section, where you can select:

• Privacy Policy
• Terms & Conditions

These documents are also available through links in the footer of the VanLife Connect website. They explain the platform rules, user responsibilities, payments, disputes, privacy, account management and limitations of liability.

This FAQ provides general summaries only. If there is any inconsistency, the current Terms & Conditions and Privacy Policy apply, subject to any rights that cannot lawfully be excluded.

For further assistance, go to My VanLife → Help Centre → Contact Us and complete the form, or email support@vanlifeconnect.com.au. VanLife Connect cannot provide independent legal, tax or financial advice.aw.