Customer Terms of Service

1. About these Terms

These Customer Terms of Service (the “Terms”) govern your use of AskBooked, including our connectors for AI assistants (such as the AskBooked Pets, Beauty, Car Care, Kids, Tours, Fitness, Dental & Health, Courts, Documents and Moving connectors), our website at askbooked.com and any related services (together, the “Service”).

The Service is operated by BRAZAUSTRA PTY LTD (ABN 45 647 949 488), whose registered address is Queensland 4216, Australia (“AskBooked”, “we”, “us” or “our”). “You” means the person using the Service or making a booking.

By using the Service or confirming a booking, you agree to these Terms and acknowledge our Privacy Policy. Before each booking, your AI assistant will show you a short summary of these Terms and ask you to agree. If you do not agree, please do not use the Service.

2. What AskBooked does

AskBooked is an independent booking agent and marketplace. We connect people with independent businesses (“Businesses” or “Partners”) that offer services such as grooming, beauty treatments, vehicle care, children’s activities, tours, fitness classes, health appointments, sports venues, notary and translation services, and moving services.

When you ask for a service, AskBooked:

• searches Partner Businesses that match your request and checks their live availability and prices;
• returns options, each showing the business, time, price and cancellation policy; and
• on your instruction, makes the booking with the Business you choose and passes on your booking details.

AskBooked does not provide the services that are booked. When you book, you enter into a contract for the service directly with the Business. We act as a booking agent to arrange that contract. We are not a party to it, and we are not the Business’s employer, partner or insurer. Where we cannot book something instantly, we may take a booking request and try to arrange it for you manually; a request is not a booking until it is confirmed and, where applicable, paid for.

3. AI assistants

You can use AskBooked through third-party AI assistants such as Claude, ChatGPT and Muse (“AI Assistants”). AI Assistants are products of other companies. They are not owned, operated or controlled by AskBooked, and your use of them is governed by their own terms and privacy policies.

• AI Assistants decide how to phrase requests to us and how to present our responses. They can make mistakes, misunderstand instructions or summarise information inaccurately. The booking details AskBooked returns (for example the price, time, business and cancellation policy) are the authoritative record.
• Please read the options and confirmation carefully. If anything the AI Assistant says differs from the details in the confirmation or checkout page, rely on the confirmation or checkout page and contact us if you are unsure.
• We are not responsible for the availability, accuracy, behaviour or content of any AI Assistant, or for anything an AI Assistant does outside the AskBooked Service.

4. Eligibility

You must be at least 18 years old and able to enter into a binding contract to make a booking. If you book on behalf of someone else, you confirm you have their permission and that you will share the relevant booking details and these Terms with them.

Children’s activities must be booked by a parent or legal guardian aged 18 or over, who is responsible for the booking and for the child’s participation. Children must not use the Service to make bookings themselves.

5. Making a booking

Options and quotes

Options we return are based on information supplied by Businesses, including their availability, services and prices. Each option is valid for a limited time (usually 15 minutes) because availability can change. We take reasonable care to keep information accurate but cannot guarantee it is complete or error-free.

Confirming

A booking is made only when you expressly confirm it. Before confirming, you will be shown the Business, the service, the date and time, the total price and currency, and the Business’s cancellation policy, and you will be asked to agree to these Terms. By confirming, you authorise AskBooked to make the booking with the Business on your behalf.

Accuracy of your details

You must make sure the information you provide is accurate and complete, including your name, contact details, the date, time and location, and any details that affect price (for example a pet’s size, a vehicle type, the number of guests or a home size). If details are inaccurate, the Business may be entitled to adjust the price, refuse the service or treat the booking as cancelled under its policy.

Confirmation and holds

Where payment is required at booking, your time is held for a short period (usually 20 minutes) while you complete payment. If payment is not completed in time, the hold may lapse and the time may be released. Your booking is confirmed when you receive a confirmation.

6. Prices and payment

• Prices are set by the Business. The price shown with each option is the Business’s price for that service and includes any booking fee we disclose before you confirm. Taxes are included or shown as required by law in the Business’s location.
• Payment goes directly to the Business. Payments are processed by Stripe, Inc. and its affiliates (“Stripe”) directly to the Business’s own Stripe account. The Business is the merchant of record and the charge may appear on your statement under the Business’s name. AskBooked does not receive, hold or control your payment.
• Our commission. AskBooked is paid a commission by the Business, which Stripe deducts from the Business’s proceeds. You do not pay this commission on top of the price shown.
• Card details. You enter payment details on a secure page hosted by Stripe, not in the chat. Neither AskBooked nor the AI Assistant receives your full card number. Stripe’s own terms and privacy policy apply to the payment.
• Paying at the Business. Where a Business does not take online payment through AskBooked, you will be told before you confirm, and you pay the Business directly under its own terms.

7. Changes, cancellations and refunds

Each Business sets its own cancellation and refund policy, which is shown with every option before you book and is included in your confirmation. The policy captured at the time you book applies to that booking.

• To cancel or reschedule, ask your AI Assistant (through the same AskBooked connector) or contact the Business directly. Changes are subject to availability.
• Within the free cancellation window shown in the policy, you will receive a full refund of the amount paid.
• After the free cancellation window, the Business may keep a late cancellation fee as stated in its policy (for example, a percentage of the price). Missed appointments (“no-shows”) may be charged in full where the policy says so.
• If the Business cancels or cannot provide the service, you are entitled to a full refund of the amount you paid for that service, in addition to any rights you have under consumer law.
• Refunds are issued by the Business through Stripe to your original payment method. Your bank may take several business days to show a refund. AskBooked can help you request a refund but does not hold funds to refund you directly.

8. The business’s responsibility

The Business is the provider of the service and is solely responsible for it, including its description, quality, safety and suitability; the conduct, qualifications and screening of its staff; holding any licences, registrations, permits and insurance required by law; complying with laws that apply to it; and actually providing the service as booked.

AskBooked does not supervise, direct or control how Businesses provide their services. While we may review Businesses before they join and act on concerns raised with us, we do not endorse any Business, and we do not verify every statement a Business makes. Ratings and descriptions are provided for convenience and may come from the Business or third parties.

9. Health, children and specialised services

Dental and health appointments

AskBooked and the AskBooked Dental & Health connector provide booking services only. Nothing provided through the Service is medical, dental or other health advice, and the Service is not suitable for emergencies. If you have an urgent health concern, contact your local emergency number or a qualified health professional immediately. We deliberately do not collect symptoms, diagnoses, medications, insurance member numbers or other health information; please share those only with your provider. Clinical decisions, treatment, fees for additional treatment, and health insurance claims are matters between you and the provider.

Children’s activities

Children’s activities must be booked by a parent or guardian aged 18 or over (see section 4). You are responsible for deciding whether an activity is suitable for your child and for telling the provider directly about any medical, dietary, behavioural or accessibility needs. We collect only the minimum details needed to book (such as age, level and, optionally, a first name).

Fitness and physical activities, tours and sport

Many services involve physical activity or outdoor conditions that carry inherent risks. You are responsible for deciding whether an activity is suitable for you and for following the provider’s safety instructions. Providers may require you to sign their own waiver or agree to their own terms.

Notary, translation and document services

AskBooked does not provide legal advice and does not verify identity documents or the content of documents. Whether a notarization, apostille or translation will be accepted depends on the receiving authority. Share documents and identification only through the provider’s own secure process.

Moving and storage

The moving or storage provider is responsible for your belongings while in its care, including any insurance or liability coverage it offers. Please check the provider’s coverage before your move.

10. Your responsibilities and acceptable use

You agree that you will:

• provide accurate information and keep your contact details up to date;
• attend bookings on time, or cancel or reschedule in line with the Business’s policy;
• treat Businesses and their staff with respect and follow reasonable venue rules and safety instructions;
• only make bookings you genuinely intend to keep, and not hold times speculatively;
• not use the Service for anything unlawful, fraudulent, harassing or harmful;
• not attempt to scrape, copy, reverse engineer, overload, interfere with or gain unauthorised access to the Service, including by automated means other than through a supported AI Assistant acting on your genuine instructions;
• not impersonate another person or use another person’s payment method without authorisation; and
• not submit information you do not have the right to share, or sensitive information we have asked you not to share.

11. Problems with a service

Because the Business provides the service, any complaint or claim about the service (for example its quality, safety, a missed appointment or damage) is between you and the Business. We recommend contacting the Business first. If you cannot resolve the issue, contact us at support@askbooked.com and we will reasonably help by sharing the Business’s contact details, passing on your complaint and, where appropriate, reviewing whether the Business should remain on AskBooked. You may also have rights through your card issuer or Stripe’s dispute process.

12. Privacy

Our Privacy Policy explains how we collect, use and share personal information. In particular, to make a booking we share your booking details and contact details with the Business you book, and payment details are handled by Stripe. The Business handles your information under its own privacy practices.

13. Intellectual property

The Service, including our software, connectors, content, names and logos, is owned by AskBooked or its licensors and protected by law. We grant you a personal, non-exclusive, non-transferable, revocable licence to use the Service for its intended purpose in accordance with these Terms. Business names and marks belong to their owners.

14. Disclaimers

To the fullest extent permitted by law, and subject to section 16, the Service is provided “as is” and “as available”. AskBooked makes no warranties or representations, express or implied, including warranties of merchantability, fitness for a particular purpose, non-infringement, or that the Service will be uninterrupted, error-free or secure. AskBooked does not warrant or guarantee the services provided by Businesses, the accuracy of information supplied by Businesses or AI Assistants, or that any particular availability or price will be obtainable.

15. Limitation of liability

To the fullest extent permitted by law, and subject to section 16:

• AskBooked is not liable for the acts or omissions of Businesses or AI Assistants, or for any loss, injury, damage or claim arising from services provided (or not provided) by a Business;
• AskBooked is not liable for any indirect, incidental, special, consequential, exemplary or punitive loss or damage, or for loss of profits, revenue, data, goodwill or opportunity, however caused; and
• AskBooked’s total aggregate liability to you arising out of or in connection with the Service or these Terms is limited to the greater of (a) the total booking fees (if any) you paid to AskBooked in the 12 months before the event giving rise to the claim and (b) US$100 (or the equivalent in your local currency).

These limits do not apply to liability that cannot be limited or excluded by law, including liability for death or personal injury caused by our negligence, or for our fraud or wilful misconduct.

16. Your consumer rights

Nothing in these Terms excludes, restricts or modifies any right, remedy, guarantee, warranty or condition that you have under applicable consumer protection law and that cannot lawfully be excluded, restricted or modified. In particular:

• Australia. Our services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Where our liability for failure to comply with a consumer guarantee can lawfully be limited, it is limited, at our option, to supplying the services again or paying the cost of having them supplied again. Businesses you book also give you consumer guarantees for the services they supply.
• United States. Some states do not allow the exclusion of implied warranties or the limitation of incidental or consequential damages, so some of the exclusions and limitations in sections 14 and 15 may not apply to you. You may also have other rights that vary from state to state.
• Canada. Some provinces, including Quebec, do not permit certain exclusions or limitations of liability or warranties for consumers. Those exclusions and limitations apply only to the extent permitted by the laws of your province.
• United Kingdom and European Union. If you are a consumer resident in the UK or EU, you benefit from mandatory protections of the law of your country of residence, and nothing in these Terms affects your statutory rights.

17. Indemnity

To the extent permitted by law, you agree to indemnify AskBooked against any claims, losses and reasonable costs (including legal fees) arising from your breach of these Terms, your misuse of the Service, or your violation of any law or the rights of a third party. This section does not apply to the extent that a loss is caused by our own breach or negligence, and does not limit your rights under section 16.

18. Suspension and termination

You may stop using the Service at any time. We may suspend or restrict your access to the Service if we reasonably believe you have breached these Terms, used the Service fraudulently or abusively, or created risk or legal exposure for us, a Business or other users. Where reasonable, we will tell you why. Bookings already confirmed remain subject to the Business’s policy.

19. Changes to these Terms

We may update these Terms from time to time, for example to reflect changes to the Service or the law. The “Last updated” date shows when they last changed. Material changes apply to bookings made after the change, and you will be asked to agree to the updated Terms before your next booking. Bookings already made continue under the Terms you agreed to.

20. Governing law and disputes

These Terms are governed by the laws of Queensland, Australia. If you are a consumer, you also benefit from any mandatory provisions of the law of the country, state or province where you live, and you may bring proceedings in the courts of your place of residence where the law allows. Before starting formal proceedings, please contact us so we can try to resolve the issue informally; most concerns can be resolved quickly this way.

21. General

• These Terms, together with the booking details and policies shown at the time of booking, are the entire agreement between you and AskBooked about the Service.
• If any part of these Terms is found unenforceable, the rest remains in effect.
• A failure to enforce a provision is not a waiver of it.
• You may not transfer your rights under these Terms. We may transfer ours to a successor that takes over the Service, provided your rights are not reduced.
• We are not responsible for delays or failures caused by events beyond our reasonable control.

22. Contact us

Questions about these Terms or a booking? Email support@askbooked.com or write to BRAZAUSTRA PTY LTD, Queensland 4216, Australia. See also our Support page.