Australian Consumer Law provides certain non-excludable guarantees for services. These include that services will be carried out with due care and skill, fit for their purpose, and delivered within a reasonable time.
These rights still apply when you book services through VanLife Connect:
- If a Provider seriously fails to meet these standards – for example, they do a very subpar job or don’t do it at all – you (as a consumer) have the right to seek a remedy. Typically, this starts with the Provider (they might offer to fix the issue or give a refund). Through our platform, this might be handled as a dispute where we facilitate a refund or other solution.
- Our Terms do not override or exclude your ACL rights. We explicitly mention that nothing in our contract removes those protections. So even if something isn’t strictly covered by our internal policy, you still have recourse under the law.
- That said, ACL rights would usually be enforced directly between the consumer and the Provider who provided the service (since VanLife Connect itself isn’t providing the service). For example, if a Provider’s service is not delivered with due care, the legal claim (if it came to that) would be against the Provider. VanLife Connect’s role is to help mediate and, if needed, provide information to you for your case.
- In practical terms, we advise using our internal dispute resolution first – it’s faster and cost-free – but it’s good to know you have broader legal protections. If a situation isn’t resolved to your satisfaction internally, you could contact your state’s consumer protection agency or small claims court. They would apply ACL to the case.