Consumer Policies
Booking protection available on eligible Pitchd bookings.
Last updated
Pitchd Cover is the set of protections, safeguards, and support mechanisms built into every booking on the Pitchd Platform. It is not a separate product and it is not something you need to apply for — it applies automatically to every Confirmed Booking, for both Consumers and Suppliers, at no additional cost. Pitchd Cover exists to give you confidence: confidence that the Supplier you book has been verified, that your payment is protected until the service is delivered, and that if something goes wrong, Pitchd is here to help. Pitchd Cover is a platform protection framework — not an insurance product. It covers booking-related issues, payment protection, and certain Supplier performance matters. It does not replace the Supplier's own public liability insurance, and it does not cover physical injury, property damage, or losses that fall outside the scope of what the Platform can reasonably address — those distinctions are explained in this policy.
When you book a service through Pitchd, the following protections apply automatically to your Confirmed Booking.
No Supplier can accept a booking on Pitchd until they have been verified. The Pitchd Verified Badge on a Supplier's Custom Storefront indicates that Pitchd has reviewed certain information or documentation relating to that Supplier at the time of verification. This includes confirmation of business identity, public liability insurance, and category-specific compliance documents relevant to their service type.
Verification is an assessment conducted at the time of onboarding and at renewal. It does not constitute a guarantee of a Supplier's ongoing compliance, future conduct, service quality, or licensing status at all future times. Detailed verification standards are set out in the Supplier Agreement. Pitchd monitors compliance document expiry dates and may suspend Suppliers whose documents lapse.
When you confirm a booking and payment is captured, payment is processed securely through Stripe and is not released to the Supplier until your booking reaches Completed status. A booking reaches Completed status automatically 24 hours after the scheduled booking date and time, unless a dispute has been raised before that time.
If a dispute is raised before the booking reaches Completed status, the payout remains subject to the applicable payout conditions until the dispute is resolved. Pitchd may also delay payout where necessary to investigate a complaint, suspected fraud, or a potential breach of Platform policies. Payment will not be released to a Supplier for a service that has not been delivered.
Pitchd does not add any service fee, platform fee or other Pitchd charge at checkout. The price displayed on a Supplier's Custom Storefront before you confirm your booking is the total price you pay. Any later change to the booking price must arise from an agreed change to the booking.
If a Supplier cancels your Confirmed Booking without a valid reason as defined in the Cancellation & Refund Policy, you will receive a full refund. Where reasonably available, Pitchd may also assist you in locating an alternative Supplier. Pitchd does not guarantee that a suitable replacement Supplier will be available in all circumstances, but will make reasonable efforts to assist you where it can.
If something goes wrong with your booking — including a Supplier no-show, a service significantly not as described, or a payment issue — Pitchd provides a structured support and dispute resolution process. You can contact Pitchd support and raise a dispute through the Platform. Pitchd will review the available evidence and work toward a fair outcome. Full details are set out in the Dispute Resolution Policy and the Cancellation & Refund Policy.
Reviews on Pitchd can only be left by Consumers who have completed a Confirmed Booking with that Supplier. Suppliers cannot solicit, fabricate, or purchase reviews on the Platform. Every review you read is from a real Consumer who booked and experienced the service. The Review Policy governs how reviews are collected, displayed, and managed.
If a Supplier is unavailable, declines your Booking Request, or cancels a Confirmed Booking, Pitchd will endeavour to assist you. Where reasonably available, Pitchd may contact other suitable Suppliers on your behalf. This is a best-efforts support service and not a contractual guarantee that a replacement will be found. You will always receive communication from Pitchd about the status of your booking.
When you list your services on Pitchd and accept a booking, the following protections apply automatically.
Except for amounts properly recoverable under the Payments Terms, the Supplier Agreement, or applicable law — such as refund and chargeback recovery — Pitchd will not deduct more than the applicable Booking Success Fee from the final transaction amount paid by the Consumer for your booking. This is one of the most fundamental commitments Pitchd makes to every Supplier on the Platform. Where a promotional or campaign discount has been applied to a booking, the Booking Success Fee is calculated on the discounted amount the Consumer actually paid — and your payout reflects that final transaction amount minus the Booking Success Fee.
When a booking is confirmed, the Consumer's payment has been successfully captured through Stripe. You will never arrive at a job and find out the payment was not made. Payment is processed securely through Stripe from the moment the booking is confirmed and is released to your nominated bank account after the booking reaches Completed status, subject to the applicable payout conditions. You do not chase invoices. You do not follow up on payments. Pitchd handles it.
All Consumer payments are processed through Stripe and screened using Stripe's fraud-detection systems before a booking is confirmed. You will not receive a Confirmed Booking for a payment that has not cleared. This screening reduces the risk of fraudulent or failed payments, but does not guarantee that fraud, disputes, or chargebacks cannot occur — these are handled in accordance with the Payments Terms.
When a booking is confirmed, the booking date and time are automatically blocked in the Pitchd Platform. A confirmed date cannot be double-booked through Pitchd. This protects you from the operational disruption and reputational damage of double bookings arising from the Platform.
Because every Supplier on Pitchd is verified, Consumers who book through the Platform know they are engaging with a legitimate, insured, and compliant business. Your Verified Badge signals credibility in a market where informal operators and unverified businesses are common. Verification is a competitive advantage, not just a compliance requirement.
Pitchd sends automated reminders before recorded compliance documents expire, helping Suppliers keep their verification requirements current. Pitchd manages the compliance calendar so you can focus on running your business.
If a Consumer raises a dispute in relation to a booking, Pitchd provides a structured dispute resolution process. You will have the opportunity to provide evidence and respond before any determination is made. Where a Consumer dispute affects payout, the payout will be handled in accordance with the Payments Terms and Dispute Resolution Policy.
Pitchd Cover is a platform booking protection framework. It is designed to address booking-related issues, payment protection, and certain Supplier performance matters. It is not designed to replace insurance, provide compensation for losses beyond the Platform's reasonable control, or serve as a general dispute resolution service for matters unrelated to a Confirmed Booking. The following are not covered by Pitchd Cover:
| Not Covered | Why and Where to Look |
|---|---|
| Personal injury arising from a Supplier's services | Covered by the Supplier's mandatory public liability insurance. All Suppliers must hold insurance at the level required for their service category by applicable law, industry standards, and Pitchd's category-specific requirements. |
| Physical damage to property caused by a Supplier during a booking | Covered by the Supplier's mandatory public liability insurance. |
| Consequential or indirect losses | Including lost revenue, lost opportunities, reputational damage, or other losses arising indirectly from a booking issue. |
| Loss of profits or business losses by a Supplier | Pitchd Cover does not compensate Suppliers for business losses arising from Consumer behaviour or Platform decisions. |
| Off-platform transactions | Any booking, payment, or arrangement made outside the Pitchd Platform. Off-platform activity is not protected by Pitchd Cover under any circumstances — see the Off-Platform Policy. |
| Events outside Pitchd's reasonable control | Including Major Disruptive Events, which are governed separately by the Major Disruptive Events Policy. |
| Claims submitted outside required timeframes | Claims must be submitted within the timeframes specified in the Cancellation & Refund Policy and the Dispute Resolution Policy. Late claims may not be considered. |
| Disputes already resolved by agreement | Where both parties have agreed to a resolution, Pitchd Cover does not support re-opening the matter. |
| Insurance claims properly directed to a Supplier's insurer | Pitchd Cover is not a substitute for the Supplier's own insurance. Claims that fall within the scope of a Supplier's insurance should be directed to that insurer. |
Pitchd strongly recommends that all Suppliers maintain comprehensive public liability insurance at all times as required by the Supplier Agreement. Consumers planning large, high-value, or complex events should consider obtaining appropriate event insurance independently.
If you believe a Pitchd Cover protection applies to your situation, contact Pitchd support as soon as possible after the issue arises. To raise a matter you will need to provide:
Pitchd will make reasonable efforts to acknowledge your request within 2 business days and provide a determination within 10 business days of receiving complete information from all relevant parties. Complex matters may take longer. Pitchd will keep you informed of progress throughout the process.
If you believe a Pitchd Cover protection applies to your situation — for example a payment issue, a Consumer dispute, or a compliance matter — contact Pitchd support as soon as possible. To raise a matter you will need to provide:
Pitchd will make reasonable efforts to acknowledge your request within 2 business days and provide a determination within 10 business days of receiving complete information from all relevant parties. Complex matters may take longer.
Pitchd Cover is designed as a living framework, not a fixed set of rules. As the Platform grows across more categories, Supplier types, and booking contexts, the protections offered under Pitchd Cover may evolve. Pitchd reserves the right to introduce category-specific cover provisions, Supplier trust level-based protections, deposit protection arrangements, and additional consumer safeguards as the Platform develops.
Any material changes to Pitchd Cover will be communicated to Suppliers and Consumers in advance in accordance with Section 9 of this policy. The protections applicable to a Confirmed Booking are those in place at the time the booking was confirmed. Changes to Pitchd Cover do not affect bookings already confirmed before the effective date of the change.
Pitchd Cover works alongside the broader Pitchd policy framework. It is the umbrella protection commitment. Specific situations are governed by the most directly applicable policy:
| Situation | Governing Policy |
|---|---|
| Consumer or Supplier cancellation, and refund entitlements and calculations | Cancellation & Refund Policy |
| Disputes between Consumers and Suppliers | Dispute Resolution Policy |
| Payment processing, payouts, and fees | Payments Terms |
| Natural disasters and large-scale disruptions | Major Disruptive Events Policy |
| Supplier verification and compliance obligations | Supplier Agreement |
| Review integrity | Review Policy |
| Off-platform activity | Off-Platform Policy |
Where a specific policy applies to a situation, that policy governs the outcome. Pitchd Cover provides the overarching framework and consumer-facing promise within which those policies operate.
Pitchd Cover is a platform protection framework provided by Pitchd Holdings Pty Ltd. It is not an insurance product and is not regulated under the Insurance Contracts Act 1984 (Cth) or any other insurance legislation. Pitchd is not an insurer and does not hold an Australian Financial Services Licence in connection with Pitchd Cover.
All Suppliers on the Pitchd Platform are required to hold their own public liability insurance at the level required for their service category. Insurance requirements are risk-based and category-specific, determined by applicable law, industry standards, venue requirements, and Pitchd's category-specific insurance requirements. This insurance is the primary protection against claims for physical damage or personal injury arising from a Supplier's services. Pitchd Cover does not replace, supplement, or duplicate this insurance requirement.
Nothing in this policy creates an obligation for Pitchd to act as an insurer or to compensate any party for losses that fall outside the scope of Pitchd Cover as defined in this policy.
Nothing in this policy excludes, restricts, or modifies any 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. Pitchd Cover operates alongside your statutory rights and does not replace them.
Pitchd may update the protections offered under Pitchd Cover 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 made before the effective date of the change. The version of Pitchd Cover in effect at the time of booking confirmation governs that booking.
If you have questions about Pitchd Cover or need to raise a matter, contact Pitchd support at support@pitchd.com.au or at Level 1/100 Overton Road, Williams Landing, 3027. Please include your booking reference number in all correspondence relating to a specific booking.
