Trust & Safety
Why bookings and payments should stay on Pitchd, and the risks of taking them off-platform.
Last updated
This policy explains what is and is not permitted when Suppliers and Consumers interact with each other outside the Pitchd Platform, and it applies to everyone on the Platform. Pitchd exists to make bookings happen safely, transparently, and with full protection for both sides. When a booking or payment moves off the Platform, Pitchd's Platform protections no longer apply to that transaction. This policy protects Suppliers and Consumers equally — not simply to collect fees.
The following are prohibited for both Suppliers and Consumers.
Requesting, accepting, or making payment for any booking that originated through the Pitchd Platform outside of Stripe on the Pitchd Platform. This includes cash, direct bank transfers, PayPal, payment links, or any other method that bypasses the Pitchd payment system. Off-platform payments remove Platform protections including Pitchd Cover, secure payment processing through Stripe, payout controls, and Pitchd's dispute resolution framework.
Arranging or confirming a booking through any channel other than the Pitchd Platform after a Consumer has discovered a Supplier through Pitchd. If a Consumer has found a Supplier through the Pitchd Platform — including through search, a Custom Storefront, or Platform messaging — any booking that results from that discovery must be made through the Platform.
Suppliers must not include personal contact details — including phone numbers, email addresses, social media handles, or website URLs — in Custom Storefront descriptions, photos, or Platform communications in a way designed to direct Consumers to contact or book them outside the Platform. Sharing contact details after a booking is confirmed for logistics coordination is permitted under Section 2.
Suppliers must not encourage or direct Consumers to book their services through another platform, website, or booking system as an alternative to completing the booking through Pitchd.
Suppliers must not ask Consumers to leave reviews on third-party platforms — such as Google or Facebook — instead of or with the intention of circumventing the Pitchd review system.
Off-platform transactions remove every protection Pitchd provides. For Consumers: the transaction is outside Pitchd's Platform protections, including Pitchd Cover, Platform-managed payment processing and Pitchd's dispute resolution framework. For Suppliers: no Platform-managed payment processing, payout protections, booking records, or Pitchd support.
The Platform cannot sustain its verification infrastructure, compliance systems, and dispute resolution capabilities if bookings routinely circumvent its fee structure. This policy protects every Supplier's and Consumer's access to a trusted, well-resourced marketplace.
Suppliers found to have solicited or completed off-platform bookings or payments may receive:
Consumers found to have arranged or completed off-platform bookings or payments after discovering a Supplier through Pitchd may receive a written warning for a first offence, and temporary or permanent suspension for repeated breaches. Pitchd Cover protections do not apply to any off-platform transaction.
Pitchd will not provide dispute resolution, refunds, payment recovery, or any other support for transactions or bookings that took place outside the Pitchd Platform, regardless of how the parties came to know each other. If you choose to transact outside the Platform, you do so entirely at your own risk.
If you have been solicited by another Supplier or Consumer to make or accept a booking or payment outside the Pitchd Platform, report it to Pitchd support at support@pitchd.com.au with the relevant booking reference or Custom Storefront details and a description of what occurred.
Pitchd handles reports as confidentially as reasonably practicable, subject to any disclosure necessary to investigate the matter, protect Platform users, or comply with applicable law. Pitchd will investigate all reports promptly.
Pitchd may update this Off-Platform Policy from time to time. Where a change is material, Pitchd will provide reasonable notice by email or through the Platform where appropriate.
For any questions about this policy or to report off-platform activity, contact Pitchd support at support@pitchd.com.au. This Off-Platform Policy is governed by the laws of Victoria, Australia. Pitchd Holdings Pty Ltd (ABN: 27 700 271 174), Level 1/100 Overton Road, Williams Landing, 3027.
