Terms of Service

These Terms of Service ("Terms") constitute a legally binding agreement between you and NexDesign Agency Pty Ltd (ACN 643 850 159), trading as NexAutoHub ("we", "us", "our"), governing your access to and use of the NexAutoHub platform, including our website, applications, and related services (the "Platform").

By creating an account, making a booking, or otherwise using the Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree, you must not use the Platform.

You must be at least 18 years of age to use NexAutoHub. By using the Platform, you represent and warrant that you meet this age requirement.

NexAutoHub is an online marketplace that connects vehicle owners ("Customers") with automotive service providers, including mechanics, workshops, and mobile mechanics ("Providers"). We facilitate the discovery, booking, and payment of automotive services.

3.1 Registration

To use certain features of the Platform, you must create an account. You agree to provide accurate, current, and complete information during registration and to keep your account information up to date.

3.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must notify us immediately at hello@nexdesign.agency if you suspect any unauthorised access to or use of your account.

3.3 Account Types

• Customer accounts allow you to search for providers, book services, make payments, leave reviews, and manage your vehicles.
• Provider accounts allow you to list your services, manage bookings, receive payments, and build your online profile. Provider accounts require identity verification and may require additional documentation.

4.1 Making a Booking

When you book a service through the Platform, you are entering into an agreement directly with the Provider. NexAutoHub facilitates this connection but is not a party to the service agreement between you and the Provider.

4.2 Pricing

Service prices are set by Providers and displayed on the Platform. Prices are in Australian Dollars (AUD) and are inclusive of GST unless otherwise stated. Final pricing may vary based on the actual scope of work required, which the Provider will communicate to you before proceeding.

4.3 Cancellations

• Customer cancellation: You may cancel a booking through the Platform. Cancellation fees may apply depending on how close to the appointment time you cancel.
• Provider cancellation: Providers may cancel a booking in limited circumstances (e.g., emergency, equipment failure). Repeated cancellations may result in account penalties.

4.4 Slot Holds

When you select a time slot, a temporary 10-minute hold is placed to prevent double-bookings. If you do not complete the booking within this period, the slot is released and may become unavailable.

5.1 Payment Processing

All payments are processed securely through Stripe. NexAutoHub does not store your credit card or bank account details. By making a payment, you also agree to Stripe's terms of service.

5.2 Provider Payouts

Providers receive payment for completed services through Stripe Connect. Payout schedules and fees are governed by Stripe's terms and the Provider's Stripe account settings. NexAutoHub may deduct a platform service fee from each transaction.

5.3 Refunds

Refund eligibility depends on the circumstances and is assessed on a case-by-case basis. Refunds for services rendered are at the Provider's discretion. If a dispute cannot be resolved directly, you may raise a support ticket through the Platform for mediation.

If you register as a Provider, you agree to:

• Hold all necessary licences, permits, and insurance required to operate in your jurisdiction
• Complete the identity verification (KYC) process and provide accurate business documentation
• Provide services to a professional standard consistent with Australian consumer law
• Set fair and transparent pricing for your services
• Respond to bookings, quote requests, and support tickets in a timely manner
• Maintain accurate operating hours and availability on the Platform
• Not engage in misleading, deceptive, or fraudulent conduct

NexAutoHub reserves the right to suspend or remove Provider accounts that fail to meet these obligations or receive repeated negative reviews or complaints.

As a Customer, you agree to:

• Provide accurate vehicle and contact information when making bookings
• Attend or make your vehicle available for scheduled appointments
• Pay for services rendered through the Platform
• Leave honest and fair reviews based on your genuine experience
• Treat Providers and their staff with respect
• Not misuse the booking or quote system (e.g., repeated no-shows, fraudulent claims)

Customers may leave reviews after a completed booking. Reviews must reflect genuine personal experiences and comply with the following:

• Reviews must be truthful and not misleading
• Reviews must not contain defamatory, abusive, offensive, or discriminatory language
• Reviews must not include personal information of third parties
• One review per booking is permitted

We reserve the right to remove, hide, or flag reviews that violate these guidelines. Providers may respond to reviews publicly through the Platform.

By posting content on the Platform, you grant NexAutoHub a non-exclusive, worldwide, royalty-free licence to use, display, and reproduce that content in connection with operating and promoting the Platform.

NexAutoHub uses artificial intelligence to enhance your experience, including search recommendations, chat assistance, and service suggestions. You acknowledge that:

• AI recommendations are provided for informational purposes and should not replace professional automotive advice
• AI-generated content may not always be accurate or complete
• You are responsible for verifying any information provided by AI features before acting on it
• Voice agent interactions may be processed and temporarily stored as described in our Privacy Policy

You must not use the Platform to:

• Violate any applicable law, regulation, or third-party rights
• Submit false, misleading, or fraudulent information
• Impersonate another person or entity
• Circumvent or manipulate the booking, payment, or review systems
• Scrape, harvest, or collect data from the Platform without authorisation
• Distribute spam, malware, or other harmful content
• Interfere with the Platform's security, integrity, or performance
• Arrange services or payments outside the Platform to avoid fees

Violation of these terms may result in immediate account suspension or termination, without prior notice.

The Platform, including its design, text, graphics, logos, icons, software, and all other content, is the property of NexDesign Agency Pty Ltd or its licensors and is protected by Australian and international intellectual property laws.

You may not reproduce, modify, distribute, or create derivative works from any part of the Platform without our prior written consent. The NexAutoHub name, logo, and related marks are trademarks of NexDesign Agency Pty Ltd.

To the maximum extent permitted by law:

• NexAutoHub provides the Platform on an "as is" and "as available" basis. We make no warranties, express or implied, regarding the quality, safety, or reliability of any services provided by third-party Providers.
• We are not liable for any direct, indirect, incidental, consequential, or punitive damages arising from your use of the Platform, any services booked through the Platform, or any disputes between Customers and Providers.
• Our total liability to you for any claim arising under these Terms shall not exceed the total fees you have paid to NexAutoHub in the 12 months preceding the claim.

Nothing in these Terms excludes or limits liability that cannot be lawfully excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).

14.1 Resolution Through NexAutoHub

If you have a dispute with a Provider or another user, we encourage you to first attempt to resolve it directly. If that is not possible, follow these steps:

1. Raise a support ticket from your Dashboard → Support. Our team mediates between you and the provider. For serious issues, we escalate to our platform admin team.
2. Formal written complaint: Contact us at support@nexautohub.com.au. We will acknowledge within 5 business days and aim to resolve within 30 days.

14.2 Serious Service Disputes — Your Rights Under Australian Law

Step 1 — Direct resolution with the provider (always first)

• Discuss your concerns calmly with the service provider and give them the opportunity to explain or rectify the issue.
• Reference any warranties on parts or repairs and request written documentation of the agreed outcome.
• Note: Do not take your vehicle to another provider before communicating — the repairer may have a legal right to retain possession of your vehicle if the invoice remains unpaid (mechanic's lien).

Step 2 — State and Territory Consumer Protection Agencies

If direct negotiation fails, contact your state or territory consumer protection agency for free conciliation assistance:

Step 3 — Independent Mechanical Assessment

For disputes involving workmanship quality, obtain an independent mechanical report from a neutral third party. This is highly valuable evidence for any formal proceeding:

• Victoria: RACV — racv.com.au
• NSW: NRMA — mynrma.com.au
• Queensland: RACQ — racq.com.au
• WA: RAC — rac.com.au
• SA: RAA — raa.com.au

Step 4 — Civil and Administrative Tribunals (last resort)

If conciliation fails, you may pursue the matter through your state tribunal. These are low-cost, accessible alternatives to court:

You may close your account at any time by contacting us. We may suspend or terminate your account at our discretion if:

• You breach these Terms
• Your account is associated with fraudulent or illegal activity
• You fail to maintain required licences or insurance (Providers)
• We are required to do so by law

Upon termination, your right to use the Platform ceases immediately. Provisions that by their nature should survive termination (including liability limitations, indemnification, and dispute resolution) will continue to apply.