Customer terms

Last updated 18 October 2026

These terms are between you and Phone a Tradie App Pty Ltd (ABN 53 703 285 376), trading as Phone a Tradie ("we", "us"). They apply when you use the Phone a Tradie app or website to get advice from a licensed tradie. Please read them before you book. By creating an account or paying for a call, you agree to them.

You must be 18 or over to make a call.

1. What we do

Phone a Tradie connects you with a licensed tradie for a live video call from your phone. The tradie looks at the problem through your camera and photos, gives you their advice, and sends you written notes after the call. If you need someone on site, you can ask for up to 2 local licensed tradies to call you with a quote.

The tradies on calls are independent contractors, not our employees. We check their licence and ABN, and interview them, before they can take calls.

2. Advice only, not an on-site inspection

A video call has limits. The tradie can only advise on what they can see and what you tell them. Their advice is not an on-site inspection, a compliance certificate, a guarantee that a problem is fixed, or a substitute for a licensed tradie doing the work.

• If something can only be confirmed in person, the tradie will tell you, and your notes will say who needs to come out.
• Tradies only coach you through work you're legally allowed to do yourself. They won't talk you through electrical, gas, solar or any other work that must be done by a licensed tradie.
• You decide whether to act on the advice, and you're responsible for doing anything yourself safely.

3. Emergencies

Phone a Tradie is not an emergency service. If there's fire, smoke or someone is hurt, call 000. If you smell gas, get everyone outside and call the gas emergency number on your bill. For storm damage or flooding, call the SES on 132 500. Only make a call once everyone is safe.

4. Prices

All prices are in Australian dollars and include GST. The price is always shown before you pay.

We may change prices. A change never affects something you've already paid for.

5. Our 15-minute promise

When you pay for a call, we aim to have a licensed tradie join within 15 minutes, between 6am and 11pm, 7 days (the opening hours shown in the app).

• If nobody has joined after 15 minutes, you can choose to keep waiting or take a full refund.
• If you don't choose within 5 more minutes, we refund you automatically.
• If you choose to keep waiting and nobody joins within another 15 minutes, we refund you automatically.
• If you cancel before a tradie joins, we refund you in full.

Refunds go back to the card you paid with. Your bank can take 3 to 5 business days to show them. If your call was a free call (a member's free call, or one we gave you), it's given back instead.

6. During and after the call

• Calls last up to 15 minutes. You can add 10 minutes at a time during the call.
• Calls are transcribed. What's said on the call is turned into a written transcript. We use it to draft your notes, check quality and handle complaints. See our Privacy policy.
• After the call, the tradie sends you written notes in the app: what they saw, what they think is going on, and what to do next.
• Please be respectful. We may end a call or close an account if someone is abusive, unsafe or uses the service for something unlawful.

7. Price guides

A price guide is a written estimate from the tradie on your call, based on what they saw and typical prices in your area. It's offered only when it's useful, and it costs $39.

A price guide is a guide, not a quote. Real quotes depend on what a tradie finds on site, materials and access, and can be higher or lower. Use it to understand the job and compare quotes.

8. Local tradies

If you ask, we send your job to up to 2 local licensed tradies at a time who cover your area. Before we do, you confirm your mobile with a code we text you.

• Local tradies who cover your area see your first name, state and postcode, the job description, your photos, the tradie's notes and any price guide. Your full name and mobile are shown only to the tradies who accept the job, so they can call you.
• Local tradies are independent businesses. Any quote, contract and work is between you and them. We don't guarantee their work, and you're free to choose anyone, or no one.
• If nobody calls you, you can send the job to other local tradies for free in the app.

9. Membership

A membership costs $99 for one year. It includes one free call each membership year, and member prices for other calls and extra minutes.

• It renews automatically each year for the price shown in the app at the time, unless you turn off auto-renew in the app. We'll remind you 7 days before it renews.
• If you turn off auto-renew, you keep member prices until the end of the year you've paid for.
• If a renewal payment fails, member prices end and you can join again any time.
• Unless the law says otherwise, we don't refund the unused part of a membership year.

10. Payments

Payments are processed by Stripe. We don't see or store your full card number. If you save a card, Stripe keeps it so you can pay with one tap, and you can remove it any time.

11. If something goes wrong

Tell us in the app, or email hello@phoneatradie.com.au. If a call wasn't up to standard, we'll look at it and may refund you or give you a free call. We aim to respond within 2 business days.

12. Your rights under Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that they'll be provided with due care and skill. Nothing in these terms limits those rights.

13. Our responsibility to you

Apart from the rights in section 12 and anything else the law doesn't let us exclude:

• we're not responsible for loss caused by you not following the tradie's advice, by work you or someone else does, or by things the tradie couldn't reasonably see on the call;
• we're not responsible for the work, quotes or conduct of local tradies, who are independent businesses;
• we're not liable for indirect loss, such as lost profits or loss of opportunity; and
• where the law lets us limit our liability, it's limited to supplying the service again or refunding what you paid for it.

14. Your account

Keep your sign-in email secure. You can delete your account in the app any time you don't have a call open. We keep some records after that, such as payment records, for as long as the law requires.

15. Changes to these terms

We may update these terms. We'll show the date at the top and tell you in the app before a significant change applies to you. The terms in place when you pay for something apply to that purchase.

16. General

These terms are governed by the laws of Queensland, Australia. If any part of them can't be enforced, the rest still applies.

Questions? Email hello@phoneatradie.com.au.