The Oyo Platform acts only as a neutral means of connecting independent contractors with Customers. If a dispute arises, you should first attempt to resolve the matter directly with the Customer. If unresolved, you must contact Oyo Support within 7 days of the dispute arising.

10.1 Steps to Prevent Disputes:-

10.2  Non-Payments:-It is the Service Provider's responsibility to collect pre-payments and final payments upon job completion. If a payment dispute arises for any reason, OYO will make reasonable efforts to recover the outstanding amount from the Customer. If full payment cannot be collected because of settlements or any other reason, the Service Provider will receive only the amount actually received, less OYO's service fee.

10.3  Payment Disputes:-A payment dispute occurs when a customer questions a charge, claiming it was unauthorized, incorrect, or for a service not received, even if the job was completed.

10.4 Procedure when a customer disputes a charge :-

a)  Notification:-Oyo will notify you immediately when a dispute is filed and may temporarily hold or reverse the disputed amount from your account until the dispute is resolved (chargeback).

b)  Your responsibility:- Provide evidence supporting any additional charges and respond within Oyo's deadline (usually 3 working days).

c)  Outcome:- If the dispute is resolved in your Favour, the funds are returned to you and if its resolved in customer's Favour, the amount is deducted.

10.5  Multiple Delivery Professionals:-When a Project involves Multiple Delivery Professionals and the full payment is not collected, OYO will attempt to recover the outstanding amount. Payment to the Delivery Professionals will be distributed only from amounts actually received and divided equally or according to the agreed price percentage, after deducting applicable Oyo service fees.

10.6  Costs:-OYO may choose to cover dispute related costs. If the dispute arises due to service provider actions, any costs paid by Oyo for settlement of the dispute will be recoverable from the service provider.

10.7  Final Decision:-Oyo will make a decision on disputes based on the details and evidence provided by all parties. Any decision made by Oyo is final and binding.

10.8  Insurance:-Oyo reserves the right to share your insurance details with the Customer if reasonably required to address a dispute.

11.1  Refunds:-This clause governs how Oyo may refund all or part of the Moving Fee, including any customer deposit, in accordance with our cancellation policy.

11.2  Cancellation Rights:-Rights and obligations arising from the cancellation of a Removal Contract (including refunds of amounts paid) are governed by the terms of that contract, except where inconsistent with this Agreement.

11.3  Deduction Authorization:-You authorize Oyo Movers to deduct any refunds, adjustments, or Platform Fees directly from your nominated payment method (e.g., Stripe account).

11.4  Pre-payments:-Customers may prepay part of the estimated job total. The remaining balance will be collected after service completion. If the final cost is less than the prepayment or estimate, the difference will be refunded to the customer.

11.5  Expenses:-Each party (you and Oyo) is responsible for your own expenses unless otherwise stated in this Agreement

12.1 Definition:-A "Payout" means the net amount Oyo transfers to you for completed Jobs, after deducting applicable service fees, adjustments, refunds, or other authorized charges.

12.2 Eligibility:-Our system only process payouts once a Job is fully completed, meaning:-

12.3  Processing:-Payouts are generally processed to your nominated bank or payment account (e.g., Stripe) within 1 business day of Job completion.(Subject to Clause 12.2)

12.4  Final Invoice:-Each Payout will be accompanied by a tax invoice/statement showing the Job details, gross payment received, Oyo's service fee, and the final amount payable to you.

12.5  Customer's Non-Payment:-If you and Oyo are unable to collect full payment from the Customer, you will only be paid from the actual amount received, less applicable service fees.

12.6  Adjustments:-Payouts will be adjusted to reflect any customer refunds. Adjustments will be shown in the final tax invoice. Any disputes regarding payout adjustments must be reported to Oyo within 7 days.

12.7  Claims:-If a claim is made by a customer through Oyo or its insurance provider, Oyo may charge you any deductible or out-of-pocket expenses incurred in resolving the claim.

13.1 Oyo may offer promotional codes or discounts to customers through the Oyo Platform to encourage bookings. These discounts reduce the total price charged to the customer.

13.2 Any promotion or discount applied by a customer will be processed automatically by the Oyo Platform. Movers also have option to add discount codes during billing.

13.3 Your payout is based on the actual charge received after discounts applied. Movers will not receive additional compensation for the discounted portion of a charged amount.

13.4 Oyo retains sole discretion to determine the timing and location of promotions, the value and type of discounts offered, and which customers are eligible.

13.5 Oyo is not responsible for any lost earnings or income due to promotions or discounts offered through the Platform.

14.1 Truck Breakdown - Before Job

14.2 Truck Breakdown - During Job

14.3 Accidents

NOTE:- Oyo acts only as a mediator during breakdowns or accidents. and is not liable for damages, losses, or delays resulting from these incidents.

15.1 Oyo Movers disclaims all liability for any loss or damage (including actual, special, direct, indirect, incidental, and consequential) of any kind or nature, whether known or unknown, suspected or unsuspected, disclosed or undisclosed. This includes, without limitation, any loss or damage arising from inaccurate information provided, the suitability or fitness of goods or services, or in any way connected with:

15.2 To the fullest extent permitted by law (including the Australian Consumer Law), Oyo is not liable for indirect, incidental, or consequential loss, including loss of profits, savings, or business opportunities.

15.3  Liability Cap:- Oyo's total liability to any User of any Service is limited to the greater of:

15.4 Oyo will not be liable for any delay or failure to perform obligations under these Terms where such delay or failure is caused by events outside our reasonable control, including (but not limited to) natural disasters, government actions, war, fire, flood, explosion, or civil unrest.

16.1 To the maximum extent permitted by law, you agree to indemnify and hold harmless Oyo Movers, its officers, directors, employees, agents, and any Users from all actions, claims, proceedings, costs, damages, losses, and expenses (including legal fees) arising out of, or in any way connected with:

16.2 This indemnity survives the termination, suspension, or expiry of this Agreement and continues to apply regardless of whether you remain a registered Service Provider on the Oyo Platform.

We expect all of our partners to meet their own tax obligations like everyone else. You are solely responsible for declaring your earnings and paying all taxes on your earnings from Oyo services. You may also be able to claim your OYO Movers related expenses (as tax deductions) through your tax return. OYO does not withhold or file any tax on your behalf. You will be solely responsible for the tax withholding or payment in connection with the fees paid to you by Oyo.

18.1 Oyo can suspend or end your access to the Oyo Platform or App at any time, for any reason, with or without notice. This may include limiting your use of the Platform or the Movers App.

18.2 Termination of our Agreement does not affect any Removal Contract that has been formed between Users.

18.3 Common reasons for Suspension & Termination :-

18.4 Consequences of Suspension:-

We reserve the right to update these Terms, fees or policies at any time, in its sole discretion. If we make changes, we will notify you through the Services or by other means. We encourage you to review these Terms periodically to stay informed about our practices. By continuing to use the Oyo Movers platform, you agree to any changes.

These Terms are governed by the laws of Victoria, Australia, and you submit to the non-exclusive jurisdiction of the courts of that State

If you have any questions or concerns, please contact us at:

Oyo Group Pty Ltd. (ACN- 646236179)
Email: support@oyoapp.com.au
Phone: 1300 OyoApp (1300 696 277)