Terms & Conditions

1. Who we are These terms are between you and Karua Pty Ltd (ABN 69 693 206 629) ("Karua", "we", "us"), of New South Wales, Australia. You can reach us at info@karua.com.au for any question, complaint or claim. 2. What Karua does Karua provides managed property services in Sydney. We scope your job, set the price, schedule it, send a professional, manage the work and handle any issue afterwards. We are the supplier. You contract with Karua, not with the professional who attends. We engage independent professionals to carry out the work, and we remain responsible to you for the services we supply. Every professional is vetted by our team before they can take a job: insured and identity-checked in every case, and licensed where the trade requires a licence. One exception while our company electrical licence is being issued: for licensed electrical work, your contract for that work is with Karua's nominated licensee (Karua's director, as the licensed electrical contractor). The licensee's name and licence number are shown on your job documents. Everything else in these terms applies to that work in the same way: Karua scopes and prices the job, manages the booking and payment, and handles any issue afterwards. Karua is not a marketplace. There is nothing to browse, no bidding, and professionals do not set or negotiate prices with you. 3. Your estimate and the agreed price How the price is set. You describe the job, we ask a few questions, and we give you a single price including GST. That price is set by Karua. The professional who attends has no part in setting it. What the estimate covers. Your estimate sets out the scope of work, what is included, what is excluded, the assumptions we have made, and the circumstances in which the price could change. Read the assumptions and exclusions. They define the job you are agreeing to. The price is the price, for the scope described. It will not change because a job took longer than we expected or because our costs were higher than we thought. It can only change through the variation process in section 6, which needs your approval every time. Estimates can be withdrawn or revised before you book if the information we were given turns out to be inaccurate or incomplete, if the job falls outside what we can safely or lawfully do, or if the estimate needs review by our team. If we revise an estimate you have already approved, you will be asked to approve it again before anything proceeds. 4. Booking and what happens to your card Read this section carefully. It describes money. At booking, we place a hold on your card for the full amount of your estimate. A hold is not a charge. No money leaves your account. Your bank will usually show the amount as pending, or as reduced available funds, until the hold is captured or released. We capture the payment only after the work is complete and approved (see section 8). That is the only point money moves. If an approved variation increases the price, we place a second, separate hold for the additional amount before that extra work begins (see section 6). We release the hold if you cancel, if we cancel, or if we cannot complete the job. Your bank may take a few business days to show the released funds. Holds expire. Card networks generally expire an authorisation after about a week. If your job has not gone ahead by then, we may need to place a fresh hold before it can proceed. We use Stripe to process payments. Karua never sees or stores your full card number. 5. Cancelling You can cancel for free before a professional has been assigned to your job. The hold on your card is released. Once a professional has been assigned, you can still cancel. If they have not yet started, there is no cancellation fee. If they have already begun, the work done to that point is payable, and we will tell you the amount before charging anything. If we cancel, for example because the job is unsafe, unlawful or outside what we can deliver, we release the hold in full and you pay nothing. 6. Variations Sometimes work uncovers something the estimate did not cover: a fault behind a wall, a part that is not the type we assumed, or extra work you ask for on the day. When that happens: 1. The professional stops and describes what is needed. 2. Karua prices it. The professional does not price the variation and cannot agree a price with you. 3. We send you the revised price for approval. 4. Nothing proceeds until you approve it. If you decline, we complete the original scope where it is safe to do so, or we stop and you pay only for what was done. 5. Once approved, we place a second hold for the extra amount. You will never be charged for extra work you did not approve. 7. Getting access, and keeping the site safe You agree to give us accurate information about the job and the property, to tell us anything that affects safety or access, and to provide safe and lawful access at the booked time. If you give us access information, such as a gate code or where a key is kept, we pass it only to the assigned professional, and only after they have accepted the job. If we cannot get access, section 9 applies. 8. Completion and your review window When the work is done, the professional submits it as complete with photos, and we notify you. You then have 12 hours to raise a completion issue. If you do not, the job is treated as approved and we capture the payment. We email you reminders about this window 4 hours and 8 hours after the professional marks the work complete, before the 12-hour point. This does not take away any of your rights. If something is wrong and you did not spot it within 12 hours, you can still raise it under section 10 and under the Australian Consumer Law. The 12-hour window decides when we take payment, not whether you can complain. Completion issues are things visible at the time: work not finished, work done incorrectly, or scope items missed. Problems that appear later are dealt with under section 10. 9. If someone does not turn up If our professional does not arrive during the booked window, tell us. You are not charged for the visit, we release or adjust the hold, and we will offer you a new time. If we cannot get access when the professional attends, they will wait a reasonable period and try to contact you before leaving. Karua does not currently charge a fee when this happens. If we ever introduce one, we will publish the amount and the circumstances in these terms before it can apply to you, and it will never be charged automatically. You can ask us for the full Karua No-Show Policy at any time. 10. If something is wrong with the work Your rights under the Australian Consumer Law come first. Our services come with guarantees that cannot be excluded. Among other things, services must be provided with due care and skill, must be fit for the purpose you told us about, and must be supplied within a reasonable time. If we fail to meet one of these guarantees, you have rights, including to a remedy and, for a major failure, to cancel and obtain a refund. Nothing in these terms excludes, restricts or modifies those rights. If anything here conflicts with them, the law wins and that part does not apply. What Karua will do. If workmanship is defective or does not match the agreed scope, tell us and we will put it right. Depending on what is wrong, that means returning to redo the work, sending a different professional, or refunding you. We manage this ourselves. You do not have to chase the professional. Our workmanship warranty. We warrant our workmanship for 90 days from the date the job is completed. If workmanship covered by this warranty fails in that period, contact us at info@karua.com.au or through the platform with your job number and a description of the problem, and we will repair or redo the work at our cost. You do not pay for the claim. This warranty does not cover fair wear and tear, misuse or neglect, damage caused by someone else, work altered by another party, or anything outside the agreed scope. It does not cover the goods themselves where a manufacturer's warranty applies, though we will help you make that claim. The Australian Consumer Law requires us to include the following statement: Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us, and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service. This warranty is in addition to your rights under the Australian Consumer Law, and does not limit them. 11. Our responsibility, and its limits We are responsible to you for the services we supply, including the work done by the professionals we send. We are not responsible for: - loss caused by information you gave us that was inaccurate or incomplete - pre-existing defects or conditions we did not cause and could not reasonably have found - delays caused by things outside our reasonable control - anything you arranged directly with a professional outside Karua Nothing in this section limits your rights under the Australian Consumer Law, and nothing in these terms attempts to limit liability for death or personal injury caused by our negligence, or for fraud. 12. If we disagree Tell us first: info@karua.com.au or through the platform. We will acknowledge you promptly and work with you to resolve it. If we cannot resolve it between us, you keep every external avenue open to you. Nothing in these terms prevents you from contacting NSW Fair Trading, the Australian Competition and Consumer Commission, or a court or tribunal including NCAT. We do not require you to give up those options, and we are not the final judge of our own conduct. 13. Your information How we collect, use, store and disclose your personal information, including photographs taken inside your property and artificial intelligence used to scope and price your job, is set out in our Privacy Policy at karua.com.au/privacy. Please read it. It forms part of these terms. 14. Changes to these terms We may update these terms. The version you accepted when you booked governs your job, and a change never applies retrospectively to a job already booked. If we change these terms, we will publish the new version with a new version number. Continuing to use Karua after that means the new version applies to your next booking. 15. Complaints Email info@karua.com.au with your job number. We aim to acknowledge within one business day and to resolve within ten. If you are not satisfied, section 12 sets out your external options. 16. Using the platform Please do not give us false information, use Karua for anything unlawful, or misuse the platform. We may decline or cancel a job that is unsafe, unlawful, outside what we service, or that we cannot price reliably. If we do, you pay nothing and we release any hold. 17. General These terms are governed by the laws of New South Wales, and the courts of New South Wales have jurisdiction. If any part of these terms is found to be unenforceable, that part is severed and the rest continues to apply. Notices to Karua go to info@karua.com.au.