Platform Terms
How payments, fees and payouts work on Pitchd.
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These Payments Terms govern all payment services provided through the Pitchd Platform, including how Consumer payments are collected and held, how Supplier payouts are processed, how the Booking Success Fee is calculated, and how subscriptions are billed and managed. They form part of and must be read alongside the [Terms of Service](/legal/terms-of-service). Full detail on Supplier fees, payouts, subscriptions and GST is set out in the [Supplier Agreement](/legal/supplier-agreement), which is the definitive source for that content — where these Payments Terms and the Supplier Agreement address the same Supplier commercial term and appear to conflict, the Supplier Agreement governs. This document is the primary reference for Consumer-facing payment terms and the payment mechanics that apply platform-wide.
Every payment on the Pitchd Platform follows this sequence:
If a Supplier declines a Booking Request, or does not respond within the 24-hour acceptance window, the Booking Request expires and no payment is captured. The Consumer's payment method is not charged.
Pitchd acts as a payment collection agent on behalf of Suppliers. When a Consumer makes a payment through the Pitchd Platform, that payment is made to Pitchd as agent for the Supplier. The Consumer's payment obligation to the Supplier is fulfilled at the time of successful payment capture by Pitchd. Pitchd is then responsible for releasing the Supplier's payout upon fulfilment of the booking, subject to these Payments Terms.
The Supplier is the merchant of record for the sale of their service. The Consumer is buying the Supplier's service, the Supplier sets the price and delivers the service, and the Supplier is responsible for GST on that sale. Pitchd provides marketplace, payment collection and technology services to the Supplier — it does not sell the service itself. The Consumer-facing tax invoice is issued in the Supplier's name and shows the Supplier's business name and ABN, not Pitchd's. Pitchd may generate that invoice automatically on the Supplier's behalf using the Supplier's ABN and GST registration status.
All payments for bookings made through the Pitchd Platform must be processed through Stripe on the Pitchd Platform. Suppliers must not request or accept payment from Consumers outside the Platform for any booking that originated through Pitchd. Consumers must not pay Suppliers directly outside the Platform for any booking made through Pitchd. Off-platform payments remove all protections for both parties and are a material breach of the Terms of Service. Full details are in the Off-Platform Policy.
Consumers pay the price displayed on the Pitchd Platform at the time of booking. Every Supplier price is GST-inclusive where applicable — the displayed price is always the total price the Consumer pays. There are no additional fees, service charges, or platform fees added at checkout. The Booking Success Fee is charged to Suppliers on confirmed bookings and is not passed on to Consumers in any form.
Pitchd accepts the following payment methods through Stripe:
Accepted payment methods may expand over time as Stripe's capabilities develop. Cash, direct bank transfer, and cheque are not accepted through the Platform.
All Consumer payment data is processed and stored by Stripe in accordance with PCI-DSS Level 1 compliance standards — the highest level of payment security certification available. Pitchd never stores full credit card or debit card numbers. Pitchd never has access to your full card details. All payment information is encrypted end-to-end by Stripe.
By submitting a Booking Request with payment details, you authorise Pitchd and Stripe to capture payment from your nominated payment method if the Supplier accepts the request. If your payment method is declined at the time of capture, the booking will not be confirmed. You will be notified and given the opportunity to provide an alternative payment method. Pitchd is not responsible for declined payments caused by your bank or card provider.
Once a booking is confirmed and payment is captured, payment is processed securely through Stripe and is not released to the Supplier until the booking reaches Completed status. If a dispute is raised before the booking reaches Completed status, the payout is subject to the applicable payout conditions until the dispute is resolved. This protects Consumers from paying for services that are not delivered.
All Consumer payments are processed in Australian Dollars (AUD). If your payment card is issued in a foreign currency, your bank or card provider may apply currency conversion fees. Pitchd is not responsible for any such fees and cannot control or predict the exchange rates or charges applied by your financial institution.
A booking automatically moves to Completed status 24 hours after the scheduled booking date and time, provided no dispute has been raised. This process is automatic — neither the Supplier nor the Consumer is required to take any action to trigger completion. Automatic completion removes unnecessary administration and ensures Suppliers are paid promptly without relying on Consumer confirmation.
If a Consumer raises a dispute before the booking reaches Completed status, the booking is moved to Dispute Review status. The payout is not released to the Supplier and remains subject to the applicable payout conditions until the dispute is resolved. Once resolved, the payout is either released to the Supplier or refunded to the Consumer in accordance with the outcome. Full details of the dispute process are set out in the Dispute Resolution Policy.
Pitchd releases Supplier payouts 2 business days after a booking reaches Completed status. This 2 business day window provides a brief period for any post-event issues to be raised before funds are released, while ensuring Suppliers are paid promptly. Once released by Pitchd, funds typically arrive in the Supplier's nominated bank account within 2 to 5 business days depending on Stripe's processing schedule and the Supplier's bank.
In addition to dispute holds, Pitchd reserves the right to delay a payout in the following circumstances:
Pitchd will notify the Supplier of any payout hold and the reason for it. Pitchd will release the hold as soon as the relevant issue is resolved.
The Booking Success Fee (BSF) is calculated as a percentage of the Total Booking Value — the actual amount paid by the Consumer for a Confirmed Booking. The Total Booking Value includes:
The BSF is always calculated on the final transaction amount — what the Consumer actually pays. If a promotional discount or campaign discount is applied to a booking, the BSF is calculated on the discounted amount paid, not the original price.
| Plan | Monthly fee | Package limit | Founding BSF | Post-Founding BSF |
|---|---|---|---|---|
| Free | $0 / month | Up to 5 packages | 10% | 12% |
| Starter | $29 / month | Up to 7 packages | 8% | 10% |
| Growth | $49 / month | Up to 10 packages | 6% | 8% |
| Premium | $89 / month | Up to 15 packages | 4% | 6% |
The BSF is deducted from the payout before funds are released to the Supplier. Suppliers receive the Consumer's final transaction amount minus the applicable BSF. Except for amounts properly recoverable under these Payments Terms, the Supplier Agreement, or applicable law — such as refund and chargeback recovery under Section 7 — Pitchd does not deduct any further amount from a Supplier's payout.
Suppliers who join during the launch phase are Founding Partners, and retain access to the Founding BSF rate schedule shown above for as long as they continuously remain an active Pitchd Partner. If a Founding Partner upgrades or downgrades between plans, the Founding BSF rate for their new plan applies — Founding status is not tied to one fixed rate, but to ongoing access to the Founding rate schedule across all four tiers. Specifically:
Additional package slots are available only once a Supplier has reached Premium's 15-package limit — not on Free, Starter or Growth. Once on Premium and at the 15-package limit, a Supplier may purchase additional package slots for $5 per additional package, per month, on top of their Premium subscription.
Suppliers may opt in to future Pitchd promotional campaigns and select a promotional contribution percentage from fixed tiers (2% / 5% / 10% / 15% / 20% / 25%) or a custom amount. When Pitchd runs a promotional campaign and applies a discount to a Supplier's Package, the Consumer pays the discounted price. The BSF is calculated on the discounted amount — the actual amount the Consumer pays. Neither the Supplier nor Pitchd pays or receives BSF on the portion of the price that was discounted.
Example: A Package with a Quoted Price of $1,000 is promoted at a 10% discount. The Consumer pays $900. The BSF is calculated on $900. On a Growth plan (6% BSF), the BSF is $54 and the Supplier receives $846.
Stripe charges processing fees on all payment transactions. These costs are absorbed by Pitchd within the BSF structure. No separate payment processing fee is charged to Suppliers or Consumers on the Pitchd Platform. The BSF rates set out in Section 4.2 are inclusive of all Stripe processing costs.
The BSF is a fee charged by Pitchd to the Supplier for marketplace services, and is treated as a separate transaction from the Supplier's sale to the Consumer. Where applicable, GST is charged on the BSF, and Pitchd issues the Supplier a tax invoice for that fee. Subscription fees (Starter, Growth and Premium) are treated the same way — GST-inclusive, with Pitchd remitting the GST component and issuing a tax invoice.
Example: Total Booking Value of $1,100, where the Supplier is registered for GST, on the Free plan (10% BSF). The Supplier's sale comprises $1,000 revenue and $100 GST, which the Supplier collects from the Consumer. Pitchd invoices the Supplier a Booking Success Fee of $110, comprising $100 plus $10 GST. Stripe transfers $990 to the Supplier. The Supplier accounts for the $100 GST collected from the Consumer, and may claim the $10 GST paid to Pitchd as an input tax credit, subject to their own tax circumstances. Pitchd accounts for the $10 GST on its fee. A Growth subscription fee of $49/month is treated the same way — $44.55 plus $4.45 GST.
Suppliers receive the Consumer's final transaction amount less the applicable BSF, except for amounts properly recoverable under these Payments Terms, the Supplier Agreement, or applicable law. The payout amount is determined by what the Consumer actually paid — which may differ from the Supplier's original Quoted Price where a promotional or campaign discount has been applied.
Supplier payouts are processed through Stripe Connect. To receive payouts, Suppliers must complete the Stripe Connect onboarding process, which includes providing business bank account details, business information, and identity verification as required by Stripe. Suppliers must maintain a valid and active Stripe Connect account at all times. Pitchd cannot process payouts to Suppliers who have not completed Stripe onboarding or whose Stripe Connect account has been suspended or closed.
All Supplier payouts are made in Australian Dollars (AUD) to an Australian bank account. Pitchd does not support international payouts at launch. Suppliers are responsible for ensuring their nominated bank account details are accurate and current at all times. Pitchd is not responsible for payouts sent to an incorrect bank account due to incorrect details provided by the Supplier.
If a Supplier payout fails for any reason — including invalid bank details, Stripe account issues, identity verification problems, or account restrictions — the payout will not be released until the Supplier resolves the issue. Pitchd will notify the Supplier of the failed payout and the reason. Once the issue is resolved, Pitchd may retry the payout automatically or manually as appropriate.
Funds relating to a failed payout are not returned to the Consumer. A failed payout does not affect the Consumer's booking or the Supplier's obligation to deliver the service. The payout remains subject to the applicable payout conditions until the Supplier's payout details are corrected.
The Supplier dashboard displays Booking Value, Booking Success Fee, and Estimated Payout for each booking, rather than only the Consumer's total payment — so Suppliers can see their net position at a glance.
Pitchd intends to provide Suppliers with monthly statements and an end-of-financial-year report covering total booking revenue, refunds, BSF, GST on Pitchd fees, and net payouts, available as CSV export and PDF statement, so Suppliers can hand a complete record to their accountant. This is a roadmap item, not available at launch.
Pitchd offers four subscription plans for Suppliers. Suppliers may choose or change their plan at any time subject to the terms below.
| Plan | Monthly fee | Founding BSF | Key features |
|---|---|---|---|
| Free | $0 / month | 10% | Up to 5 packages. |
| Starter | $29 / month | 8% | Up to 7 packages. |
| Growth | $49 / month | 6% | Up to 10 packages. |
| Premium | $89 / month | 4% | Up to 15 packages. |
Subscription fees are billed monthly in advance on the same date each month as the date the subscription was first activated. If that date does not exist in a given month — for example, the 31st in a 30-day month — the charge will be made on the last day of that month. Starter, Growth and Premium may alternatively be billed annually in advance, on the subscription's annual anniversary, at a discounted rate: Starter $319/year, Growth $539/year, Premium $979/year. The Free plan has no paid tier and no annual option.
Pitchd does not offer a free trial period at launch. Suppliers choose their plan and are billed from the date of activation. Pitchd may offer promotional trial periods from time to time at its sole discretion. Any such offers will be communicated clearly and are subject to specific terms at the time of the offer.
Suppliers may upgrade or downgrade their subscription plan at any time through their account settings. An upgrade takes effect immediately and the new BSF rate applies to all bookings confirmed from the date of upgrade. A downgrade takes effect at the start of the next billing cycle. The Supplier retains the benefits of their current plan until the downgrade takes effect.
Suppliers may cancel their subscription at any time through their account settings or by contacting Pitchd support. Cancellation takes effect at the end of the current billing period. The Supplier retains access to their subscription plan until that date. Subscription fees are not refunded for any unused portion of the current billing period, except where Pitchd terminates the Supplier's account without cause, in which case a pro-rata refund of the unused subscription fee will be issued.
On cancellation, the Supplier's account moves to the Free plan at the start of the next billing cycle. All Confirmed Bookings made while on a paid plan continue to be charged at the BSF rate that applied at the time of booking confirmation.
If a subscription payment fails, Pitchd will notify the Supplier and attempt to retry the payment. If payment cannot be collected after reasonable retry attempts, the Supplier's subscription will be downgraded to the Free plan and the Free BSF rate of 10% will apply to all subsequent bookings until a valid payment method is provided and subscription payments resume. Pitchd will notify the Supplier before any downgrade takes effect. Previously confirmed bookings are not affected by a subscription downgrade.
Pitchd reserves the right to change its subscription fees or BSF rates at any time, with at least 30 days notice before changes take effect. This right does not apply to a Founding Partner's Founding BSF rate, which is governed exclusively by Section 4.2a and cannot be varied under this Section 6.7 for as long as the Founding Partner remains eligible under 4.2a. This right does apply to: post-Founding rates for Suppliers who are not Founding Partners; the pricing of any new plan or tier Pitchd may introduce; the $5 additional package slot fee under Section 4.2b; and subscription fees generally, to the extent they are not part of the Founding BSF rate itself. Fee changes will not apply to bookings already confirmed before the effective date of the change. If you disagree with a fee change, you may cancel your subscription or close your account before the effective date.
The circumstances in which refunds are available and how they are calculated are set out in the Cancellation Policy and Refund Policy. These Payments Terms govern how refunds are processed technically through Stripe.
All approved refunds are returned to the Consumer's original payment method. Pitchd cannot issue refunds to a different card, bank account, or payment method. If the original payment method is no longer available, the Consumer should contact Pitchd support to discuss alternative arrangements. Refunds are processed through Stripe within 2 business days of Pitchd approving the refund and typically appear in the Consumer's account within 5 to 10 business days.
If a refund, chargeback, or dispute outcome requires funds to be returned to a Consumer after those funds have already been released to the Supplier, Pitchd may recover the relevant amount from the Supplier by any one or more of the following methods:
Pitchd will notify the Supplier before initiating recovery action and will provide a clear explanation of the amount and the reason. Suppliers remain responsible for all amounts properly owed to Consumers following disputes, refunds, or chargebacks, regardless of whether the Supplier agrees with the outcome.
A chargeback occurs when a Consumer disputes a charge directly with their bank or card provider. Consumers are encouraged to contact Pitchd support before initiating a chargeback, as most issues can be resolved more quickly and with less disruption through Pitchd's dispute resolution process. Initiating a chargeback without first contacting Pitchd support may result in delays, additional fees charged by Stripe, and the temporary withholding of Supplier payouts while the chargeback is reviewed.
If a chargeback is initiated, Pitchd will review the relevant booking records and respond to the chargeback on behalf of the Platform. Where a chargeback results in a refund to the Consumer and the Supplier has already been paid, Pitchd reserves the right to recover the refunded amount from the Supplier as described in Section 7.2.
Pitchd uses Stripe's fraud detection systems to identify and prevent fraudulent transactions. If a transaction is identified as potentially fraudulent, Pitchd may decline the payment, hold the payout, suspend the relevant account, or contact the relevant Supplier or Consumer for verification. Fraudulent use of the payment system is a material breach of the Terms of Service and may result in immediate account termination and referral to relevant authorities.
Suppliers are solely responsible for determining and meeting all tax obligations arising from the services they provide through the Pitchd Platform, including GST, income tax, and any other applicable taxes. Pitchd provides transaction records to assist with reporting but is not a tax adviser and does not provide tax advice. Suppliers should seek independent tax advice if they are unsure of their obligations.
Suppliers enter their prices inclusive of GST, where applicable — this is a platform-wide requirement so Consumers always see and pay the final price with no surprises. Suppliers indicate their GST registration status in their account settings; where a Supplier is registered for GST, their displayed price is treated as already including GST. The Consumer's experience does not change either way. As Supplier of the service, the Supplier is responsible for reporting and remitting GST on their taxable sale. Pitchd does not automatically add or adjust a Supplier's displayed price.
Where required by applicable tax law, Pitchd may withhold taxes from Supplier payouts and remit them to the relevant tax authority. Pitchd will notify Suppliers of any tax withholding and provide documentation to support tax reporting.
By using the payment services on the Pitchd Platform, you agree to be bound by Stripe's terms of service as updated from time to time. Stripe's terms are available at stripe.com/au/legal. In the event of any conflict between these Payments Terms and Stripe's terms in relation to payment processing, Stripe's terms govern in relation to the payment processing services specifically.
Pitchd is not responsible for interruptions, errors, or failures in Stripe's payment processing services. If you experience a payment issue caused by Stripe's systems, Pitchd will assist you in investigating and resolving the issue but cannot guarantee resolution timeframes determined by Stripe.
Nothing in these Payments Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy available to you under the Australian Consumer Law. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Where the Australian Consumer Law provides a greater right to a remedy than these Payments Terms, your Australian Consumer Law rights apply.
Suppliers who participate in the Pitchd Founding Partner Program may be offered pricing, BSF rates, promotional benefits, or plan features that differ from the standard subscription plans described in this policy. Founding Partner benefits, pricing, and promotional offers are subject to separate Founding Partner terms communicated by Pitchd and may differ from the standard platform plans set out in this policy.
Nothing in this section permits Pitchd to vary or withdraw a Founding Partner's entitlement to the Founding BSF rate schedule under Section 4.2a while that Supplier remains eligible under 4.2a. Other Founding Partner benefits — including non-BSF pricing, promotional benefits, or plan features — do not create a permanent contractual entitlement unless expressly confirmed in writing by Pitchd, and may be modified, extended, or retired from time to time with reasonable notice to affected Suppliers.
Pitchd may update these Payments Terms from time to time. When material changes are made, Pitchd will notify Suppliers and Consumers by email and platform notification at least 30 days before the changes take effect. Changes will not affect confirmed bookings or active subscription billing periods that commenced before the effective date of the change. Your continued use of the Pitchd Platform after the effective date constitutes your acceptance of the updated Payments Terms.
For all payment enquiries, contact Pitchd support at support@pitchd.com.au or at Level 1/100 Overton Road, Williams Landing, 3027. Please include your booking reference number or account details in all payment-related correspondence.
