Platform Terms
The core agreement governing use of the Pitchd platform.
Last updated
These Terms of Service govern access to and use of the Pitchd Platform. Pitchd is a package-driven marketplace: every Supplier structures their services into fixed-price Packages on a Custom Storefront, and Consumers discover, compare and book those Packages directly. Read these Terms together with the Supplier Agreement, which is the complete, definitive source of Supplier-specific commercial terms.
Pitchd is Australia's Platform for the Fun Stuff — a package-driven commerce platform connecting Suppliers with Consumers for services, experiences, celebrations, entertainment, food, transport, and lifestyle bookings. Every Supplier on Pitchd receives a Custom Storefront, built and managed by Pitchd, where they structure their services into clear, fixed-price Packages using flexible pricing units (flat price, per person, per hour, per day, per session, or similar) that Consumers can discover, compare, and book directly.
Pitchd is not a directory, a lead-generation platform, or a quote marketplace. Every Supplier on Pitchd structures their services into fixed-price Packages. Consumers discover, compare and book those Packages directly — without enquiries, without negotiation, and without hidden fees.
Pitchd provides the platform that enables Suppliers and Consumers to connect, communicate, and transact. Pitchd is not a party to the service agreement formed between a Supplier and a Consumer when a booking is confirmed. Pitchd is not an employer, agent, joint venturer, or partner of any Supplier. Pitchd acts as a payment collection agent on behalf of Suppliers as described in these Terms and the Supplier Agreement.
These Terms should be read together with the following Pitchd policies, which are incorporated by reference and form part of this agreement:
In these Terms, the following definitions apply:
| Term | Definition |
|---|---|
| Supplier | A business or individual who lists and offers services on the Pitchd Platform through a Custom Storefront. |
| Consumer | A person or organisation who searches for, requests, and books services through the Pitchd Platform. |
| Custom Storefront | The Supplier's dedicated, Pitchd-built storefront on the Platform — including branding, Packages, Add-ons, gallery, reviews and verification status. Referred to in some technical and compliance contexts as a Listing. |
| Listing | A Supplier's service offering as published within their Custom Storefront on the Pitchd Platform. |
| Package | A fixed-price service offering structured by a Supplier, priced as a flat price or on a per person, per hour, per day, per session, or other fixed pricing unit supported by the Platform, with defined inclusions, duration, and guest capacity where applicable. |
| Add-on | An optional or mandatory additional item or service that a Consumer may select alongside a Package at checkout, which may include Add-on Options such as size or flavour variations. |
| Option / Option Set | A structured selection within a Package or Add-on allowing a Consumer to choose between available variations (for example, a size or style choice), which may affect price or inclusions. |
| Booking Request | A Consumer's request to book a Supplier's Package for a specified date and requirements, including any selected Options and Add-ons. |
| Confirmed Booking | A booking that has been accepted by the Supplier and payment captured by the Consumer through Stripe. |
| Booking Success Fee (BSF) | The fee charged by Pitchd to Suppliers on every Confirmed Booking, calculated as a percentage of the Total Booking Value. Full detail is set out in the Supplier Agreement. |
| Total Booking Value | The total amount paid by the Consumer for a Confirmed Booking, including the base Package price, all selected Options and Add-ons, and any other items confirmed at checkout. |
| Quoted Price | The price set by the Supplier for their Package, inclusive of GST where applicable. The Supplier receives the Consumer's final transaction amount less the applicable BSF upon fulfilment of a Confirmed Booking. |
| Compliance Documents | The licences, certificates, insurance, and registration documents required by Pitchd before a Supplier may accept bookings. Full requirements are set out in the Supplier Agreement. |
| Pitchd Cover | Pitchd's consumer and Supplier protection framework as described in the Pitchd Cover policy. |
| Platform | The Pitchd website, mobile experience, and all related technology and services. |
| ABN | Australian Business Number issued by the Australian Business Register. |
| GST | Goods and Services Tax as defined in the A New Tax System (Goods and Services Tax) Act 1999 (Cth). |
You must be at least 18 years of age to create an account on the Pitchd Platform. By creating an account, you represent and warrant that you are 18 years or older and that you have the legal capacity to enter into a binding agreement. Accounts may not be created on behalf of a minor.
You must provide accurate, current, and complete information when registering an account and keep your account information up to date at all times. You are responsible for maintaining the confidentiality of your account credentials. You must notify Pitchd immediately if you suspect any unauthorised use of your account. You are responsible for all activity conducted through your account.
You may not create more than one account. Creating duplicate accounts to circumvent suspensions, restrictions, or these Terms is a material breach and may result in permanent removal from the Pitchd Platform. This does not affect a Supplier's ability to manage multiple linked Custom Storefronts under one account, as described in the Supplier Agreement.
Suppliers accept these Terms electronically as part of approving their Custom Storefront during onboarding, together with the Supplier Agreement and other incorporated policies. The mechanics of that acceptance — including the specific confirmations required, the records Pitchd retains as evidence, and the warranty that the accepting individual is authorised to bind the Supplier — are set out in full in the Supplier Agreement and apply equally to acceptance of these Terms.
If you register as a Supplier on Pitchd, your participation is also governed by the Supplier Agreement — the complete, definitive source of Supplier-specific terms, including onboarding and Custom Storefronts, verification and compliance, Packages and pricing, booking obligations, fees, payouts, subscriptions, and GST. Where these Terms and the Supplier Agreement address the same topic, the Supplier Agreement governs. Suppliers participating in the launch phase may be invited into the Founding Partner Program; full details are contained in the Supplier Agreement.
Consumers can search for services on the Pitchd Platform by category, location, date, and other filters. Search results are determined using a range of quality, relevance and platform signals. Further information is available in the Supplier Agreement.
When you submit a Booking Request, you are requesting a Supplier's Package — together with any selected Options and Add-ons — for the specified date, time, location, and requirements. You will be asked to enter your payment details at the time of submitting the Booking Request. Payment is not captured at this stage. Submitting a Booking Request does not constitute a Confirmed Booking.
A booking is only confirmed when the Supplier accepts the request and payment is successfully captured through Stripe. If the Supplier declines the request or does not respond within the 24-hour acceptance window, the Booking Request expires and no payment is taken.
The price displayed to you on the Pitchd Platform before you confirm your booking is the total price you pay. There are no additional fees added at checkout. There is no Consumer service fee. The price you see is the price you pay, every time.
The Booking Success Fee is charged to Suppliers on confirmed bookings. It is not charged to Consumers and is not added to the price displayed to Consumers.
You are responsible for providing accurate information when submitting a Booking Request, including the correct event date, location, requirements, and number of guests. You must treat Suppliers with respect at all times. You are responsible for ensuring that the event location and requirements are lawful and that any applicable permits or permissions have been obtained. You must not request services that are illegal or that would require a Supplier to act unlawfully.
You acknowledge that services booked through the Pitchd Platform may carry inherent risks. To the maximum extent permitted by applicable law, you assume responsibility for investigating whether a service is suitable for your event and circumstances. Pitchd's compliance verification confirms that Suppliers hold the required documents at the time of verification. It does not guarantee the quality, safety, or suitability of any service for your specific event.
For events involving high-risk activities, large guest numbers, or significant financial commitment, Consumers are encouraged to consider appropriate event insurance.
Pitchd operates a request-to-book model. When a Consumer submits a Booking Request, Pitchd notifies the relevant Supplier immediately by SMS and platform notification. The Supplier has 24 hours to accept or decline the request.
If the Supplier accepts the Booking Request, the Consumer's payment method is charged and the booking becomes a Confirmed Booking. Payment is processed securely through Stripe and is not released to the Supplier until the applicable payout conditions are met. The booking date is automatically blocked in the Pitchd Platform to prevent double bookings.
If a Supplier declines a Booking Request, or does not respond within the 24-hour acceptance window, the Booking Request expires. No payment is taken. Where available, Pitchd may assist the Consumer in identifying alternative suitable Suppliers through its backup Supplier process. Pitchd does not guarantee that a replacement Supplier will be available, and will keep the Consumer informed throughout this process.
When a booking is confirmed, a service contract is formed directly between the Supplier and the Consumer. Pitchd is not a party to this contract. The terms of the contract include the Supplier's Custom Storefront details, the Package, selected Options and Add-ons confirmed at the time of booking, the booking requirements confirmed by the Consumer, and these Terms.
There is no fee to join Pitchd on the Free plan. The Booking Success Fee applies when a booking is confirmed. Optional paid subscription plans are governed by the Supplier Agreement.
Pitchd does not charge Consumers any service fee, booking fee, or platform fee. The price a Consumer sees before confirming a booking is the total price they pay. No additional amounts are added at checkout.
Pitchd charges Suppliers a Booking Success Fee on every Confirmed Booking, and offers optional paid subscription plans. The applicable rates, how the BSF is calculated, GST treatment, payout timing, and subscription billing terms are set out in full in the Supplier Agreement.
Suppliers are the merchant of record for their sales and are responsible for GST on those sales. Pitchd is separately responsible for GST on its own fees. Full detail is set out in the Supplier Agreement.
If a Consumer cancels a Confirmed Booking, the refund amount is determined by the Cancellation Policy applicable at the time of booking. The Consumer Cancellation Schedule is set out in full in the Cancellation Policy and Refund Policy. Consumers should review the applicable policy before confirming a booking.
Suppliers should not cancel a Confirmed Booking without a valid reason. Valid reasons include genuine illness or medical emergency, serious equipment failure, death or serious injury of an immediate family member, a Major Disruptive Event, or a government-mandated restriction that legally prevents the service from being delivered. If a Supplier cancels a Confirmed Booking without a valid reason, the Consumer will receive a full refund. Consequences for the Supplier are set out in the Cancellation Policy and the Supplier Agreement.
Where a cancellation results from a Major Disruptive Event as defined in the Major Disruptive Events Policy — such as a declared public health emergency, mandatory government travel restriction, or large-scale natural disaster — the Major Disruptive Events Policy takes precedence over the standard cancellation and refund rules in the Cancellation Policy. Both Suppliers and Consumers may be entitled to cancel affected bookings without penalty.
All refunds are processed through Stripe to the Consumer's original payment method. Full details of refund calculations, processing times, and entitlements are set out in the Refund Policy.
Pitchd Cover is Pitchd's built-in consumer and Supplier protection framework. It applies automatically to every Confirmed Booking at no additional cost.
For Consumers, Pitchd Cover means: every Supplier is verified before taking a booking; payment is processed securely through Stripe and Supplier payout is subject to the applicable payout conditions; where available, Pitchd's backup Supplier process may help you find an alternative Supplier; the price you see is the price you pay; and verified reviews are only from Consumers who have completed a Confirmed Booking.
For Suppliers, Pitchd Cover means: payment is confirmed before service delivery; Supplier payouts are handled in accordance with the Supplier Agreement; disputes are handled through a structured process; and compliance verification protects the integrity of the marketplace.
Full details are set out in the Pitchd Cover — Consumer and Supplier Protection Policy. Pitchd Cover is a platform protection framework, not an insurance product.
After a Confirmed Booking is fulfilled, the Consumer will have the opportunity to leave a review of the Supplier. Reviews must be accurate, honest, and comply with the Review Policy and Content Policy. Reviews may only be left by a Consumer who is a party to a Confirmed Booking, within 14 days of the booking date.
Pitchd does not verify the accuracy of individual reviews but reserves the right to remove reviews that violate the Review Policy or these Terms. Full details of what constitutes a valid review, prohibited content, and the review removal process are set out in the Review Policy.
Suppliers retain ownership of original photos, logos, and other materials they upload to their Custom Storefront ("Supplier Content"). The licence Suppliers grant Pitchd to use that content, and the purposes for which it may be used, are set out in full in the Supplier Agreement.
Custom Storefront descriptions, layouts, package structures, category mapping, and other content created by Pitchd during the onboarding or management process remain the intellectual property of Pitchd, as set out in the Supplier Agreement.
All technology, software, design, trademarks, and other intellectual property relating to the Pitchd Platform are owned by or licensed to Pitchd. You must not copy, modify, reverse engineer, scrape, or otherwise exploit any part of the Pitchd Platform without Pitchd's prior written consent.
By submitting content to the Pitchd Platform — including messages, photos, and reviews — Consumers grant Pitchd a non-exclusive, worldwide, royalty-free licence to use that content for the purpose of operating and improving the Platform. Consumers warrant that they own or have the right to submit all content they provide. Content must comply with the Content Policy.
All Suppliers and Consumers must comply with the following rules at all times. These rules exist alongside and are supplemented by the Community Standards, Content Policy, and Acceptable Use Policy.
Consumers may request account closure at any time by contacting Pitchd support. Suppliers may request removal in accordance with the Supplier Agreement, including its provisions concerning outstanding bookings, disputes and other unresolved obligations. Subscription fees for the current billing period are non-refundable on voluntary termination, as set out in the Supplier Agreement.
Pitchd may suspend or terminate a Supplier's or Consumer's account at any time for a material breach of these Terms, the Community Standards, the Supplier Agreement, or any incorporated policy. For non-serious breaches, Pitchd will generally provide notice and an opportunity to remedy. For serious breaches — including fraud, safety risks, persistent non-compliance, or conduct that poses a risk to other Suppliers or Consumers — Pitchd may act immediately without prior notice.
On termination, your right to access and use the Pitchd Platform ceases. Pitchd may retain your account information and booking history for legal, operational, and record-keeping purposes. Reviews left by or about a departed Supplier or Consumer may remain on the Platform. Pitchd-created content remains the property of Pitchd. Supplier-provided content licences survive as described in the Supplier Agreement.
To the maximum extent permitted by applicable law, Pitchd's total liability to any Supplier or Consumer arising out of or in connection with these Terms or the use of the Pitchd Platform is limited to the total fees paid by that Supplier or Consumer to Pitchd in the 12 months preceding the event giving rise to the claim.
Pitchd is not liable for: indirect, incidental, consequential, or punitive damages; loss of revenue, profit, data, or opportunity; or losses arising from the actions or omissions of any Supplier or Consumer. Pitchd is a marketplace intermediary. The service agreement is between the Supplier and the Consumer. Pitchd does not guarantee the quality, safety, legality, or suitability of any service listed on the Platform.
Nothing in these 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.
If a dispute arises between a Consumer and a Supplier, the parties are encouraged to first attempt direct resolution through the Pitchd Platform messaging system. If direct resolution is not achieved, either party may escalate the dispute to Pitchd support. Pitchd may review available evidence and take action or make a determination in accordance with the Dispute Resolution Policy. Either party may appeal within 14 days of Pitchd's determination.
If a dispute cannot be resolved through Pitchd's internal process, either party may seek resolution through Consumer Affairs Victoria, the Australian Competition and Consumer Commission, or the courts of Victoria. Full details are set out in the Dispute Resolution Policy.
Nothing in this section affects your statutory rights under the Australian Consumer Law.
Pitchd collects, holds, uses, and discloses personal information in accordance with the Privacy Policy and applicable privacy law, including the Australian Privacy Principles under the Privacy Act 1988 (Cth).
Pitchd may use booking activity, reviews, Supplier performance data, Consumer behaviour, search activity, event planning activity, and other platform interactions in aggregated, anonymised, or de-identified form to:
No personally identifiable information will be disclosed in connection with these activities except as permitted by the Privacy Policy. Pitchd may introduce additional products, features, tools, services, and marketplace functionality from time to time as the Platform evolves. Suppliers and Consumers will be notified of material changes in accordance with clause 18.2. AI-powered systems may assist Pitchd's analysis and recommendations, but final trust-status and account-level enforcement decisions remain subject to human oversight.
These Terms are governed by the laws of Victoria, Australia. Both parties submit to the non-exclusive jurisdiction of the courts of Victoria for any dispute arising in connection with these Terms. This applies regardless of where you are located or where services are delivered.
Pitchd may update these Terms from time to time to reflect changes to the Platform, our business, or applicable law. Suppliers and Consumers will receive notice of material changes by email and platform notification at least 30 days before the changes take effect. Continued use of the Pitchd Platform after the effective date of any change constitutes your acceptance of the updated Terms. If you do not agree with the updated Terms, you must stop using the Platform before the effective date.
If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable, or severed from the Terms if modification is not possible. The remaining provisions continue in full force and effect.
These Terms, together with the Supplier Agreement and all incorporated policies listed in clause 1.3, constitute the entire agreement between you and Pitchd in relation to your use of the Pitchd Platform and supersede all prior agreements, representations, and understandings.
Pitchd's failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision. A waiver is only effective if made in writing and signed by an authorised representative of Pitchd.
You may not assign or transfer your rights or obligations under these Terms without Pitchd's prior written consent. Pitchd may assign these Terms in connection with a merger, acquisition, or sale of all or substantially all of its assets, with notice to affected Suppliers and Consumers.
For any questions about these Terms of Service, contact Pitchd support at support@pitchd.com.au or write to us at Level 1/100 Overton Road, Williams Landing, 3027. Pitchd Holdings Pty Ltd (ABN: 27 700 271 174).
