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1. About Get Melbourne Sorted

Get Melbourne Sorted provides independent research, comparison, information and coordination services to help customers find and consider suitable businesses, contractors, service providers and practical solutions.

Our role may include researching options, checking information reasonably available to us, comparing providers, obtaining information or quotes and assisting with communications or coordination.

Get Melbourne Sorted does not generally perform the underlying trade, professional, personal, household, transport, technology, lifestyle or other services that we research or help customers find.

Unless expressly stated otherwise, suppliers and service providers identified through our research are independent businesses and are not employees, agents or representatives of Get Melbourne Sorted.

2. Who can use our services

Get Melbourne Sorted is designed particularly with older Melburnians and their families in mind, but our services are available to adults of all ages.

You do not need to receive aged care or government assistance to use Get Melbourne Sorted.

Get Melbourne Sorted is not an aged care provider, emergency service or crisis service.

3. How our service works

You tell us what you need and provide sufficient information for us to understand your requirements.

Depending on the service requested, we may:

• research available options;

• identify potentially suitable suppliers or services;

• compare relevant information and prices;

• consider publicly available customer ratings and reviews;

• check relevant business information;

• check licences, registrations or qualifications where required or relevant;

• consider insurance information where relevant and reasonably available;

• contact potential suppliers for information;

• assist with obtaining or coordinating quotes;

• assist with appointments or bookings where agreed;

• communicate with potential suppliers on your behalf; and

• present suitable options for you to consider.

The scope of our work depends on the service you purchase and the requirements agreed with you before work begins.

4. Complimentary initial discussion

Your initial enquiry or discussion with Get Melbourne Sorted is complimentary and carries no obligation to purchase a service.

We will explain when your request requires a paid service and tell you the applicable Get Melbourne Sorted fee before chargeable work begins.

We will not commence chargeable work without your agreement.

5. Our fees

Get Melbourne Sorted charges for the research, comparison, information and coordination services we provide.

Our fee will be disclosed before you agree to proceed.

Our fee is separate from any amount charged by an independent supplier or service provider.

Unless expressly agreed otherwise in writing, payment to Get Melbourne Sorted does not include payment for the underlying product or service you subsequently purchase from a supplier.

6. Who is responsible for our fees?

The person who contacts and engages Get Melbourne Sorted is responsible for paying our fees, unless an alternative payment arrangement has been expressly agreed in writing before paid work begins.

If you engage us to assist your parent, relative, friend or another person, you remain responsible for our fee.

We will not subsequently seek payment from the person receiving or benefiting from our assistance merely because the research or service relates to them.

Another person may become responsible for our fee only where:

• the person engaging Get Melbourne Sorted agrees to that arrangement;

• the proposed payer expressly agrees in writing to be responsible for the fee; and

• Get Melbourne Sorted accepts the arrangement before paid work commences.

You must not engage Get Melbourne Sorted and subsequently direct us to collect our fee from another person who has not agreed to pay it.

The fact that another person receives or benefits from our research, information or assistance does not, by itself, make that person responsible for our fee.

Unless a different arrangement has been expressly agreed in writing beforehand, the person who engages us pays us.

7. Supplier payments and contracts

Get Melbourne Sorted does not ordinarily pay your chosen supplier or service provider on your behalf.

If you choose to engage a supplier identified through our research, the agreement for the underlying product or service is between you and the supplier you choose.

You pay that supplier directly according to its quote, invoice and payment terms.

Get Melbourne Sorted does not ordinarily collect, receive, hold or transfer money intended for payment to independent suppliers.

Any deposit, progress payment, cancellation charge or final payment requested by the supplier is an arrangement between you and that supplier.

Your payment to Get Melbourne Sorted is separate and relates to the research, comparison, information or coordination service we provide.

8. Our independence

Get Melbourne Sorted works for the customer who engages us.

We do not accept commissions, referral fees, payments, gifts or other incentives from suppliers or contractors in return for being selected, promoted or included in the options presented to customers.

We do not operate a paid “preferred supplier” system under which a business receives favourable treatment because it has paid us or provided another financial or commercial incentive.

A supplier cannot pay Get Melbourne Sorted to be placed ahead of another supplier in our research.

Our research is undertaken according to the customer's requirements and information reasonably available to us, not because of a financial relationship between Get Melbourne Sorted and a supplier.

9. How we research suppliers

Get Melbourne Sorted aims to identify suppliers reasonably suited to the requirements you provide.

Depending on the nature of the service, our research may consider:

• demonstrated reputation based on information reasonably available at the time;

• publicly available customer reviews and ratings;

• experience;

• suitability for the requested work;

• location and service area;

• availability;

• pricing information where available;

• business information and credentials;

• relevant insurance information where reasonably available; and

• current licences, registrations or qualifications where required or relevant to the service.

Not every business or service requires an occupational licence, registration or particular qualification.

Our checks are based on information reasonably available to us at the time the research is undertaken.

Licences, registrations, insurance, reviews, prices, availability, business ownership and other circumstances may subsequently change.

Where appropriate, customers should also review the supplier's final quote, terms and relevant credentials before entering into an agreement.

10. We present options – you choose

Get Melbourne Sorted provides information and options to assist you in making your own decision.

Unless expressly agreed otherwise, we do not make the final supplier decision on your behalf.

You are under no obligation to engage a supplier identified through our research.

The cheapest supplier will not necessarily be the most appropriate. Depending on your requirements, factors such as reputation, suitability, availability, location and relevant credentials may also be considered.

You make the final decision about which supplier, if any, you wish to engage.

11. Meaning of a suitable supplier

For the purposes of our Suitable Supplier Guarantee, a suitable supplier means a supplier that, based on information reasonably available to Get Melbourne Sorted at the time of our research, reasonably meets the material requirements agreed with you before the supplier search commenced.

Those requirements may include, where relevant:

• the type of service required;

• service location;

• material requirements you have told us about;

• availability within a requested or reasonable timeframe;

• stated budget or pricing requirements where agreed; and

• licences, registrations or qualifications where legally required or relevant to the requested service.

A supplier does not become unsuitable merely because you subsequently change your mind, prefer another business or change your original requirements after the research has commenced.

12. Our Suitable Supplier Guarantee

If Get Melbourne Sorted accepts a paid supplier-search request but cannot identify at least one suitable supplier within the meaning of Section 11, we will refund the applicable Get Melbourne Sorted supplier-search fee in full.

This guarantee does not apply merely because:

• we identify a suitable option but you decide not to engage it;

• you subsequently prefer another provider;

• you change your mind;

• your material requirements change after our research commences; or

• a suitable supplier subsequently changes its availability after our research has been completed.

Our Suitable Supplier Guarantee is an additional promise made by Get Melbourne Sorted. It is in addition to, and does not limit, your rights and remedies under the Australian Consumer Law.

13. Independent supplier performance

We take reasonable care when providing our research service. However, independent suppliers control and are responsible for the products and services they subsequently provide to customers.

Identifying a supplier through our research does not make that supplier an employee, agent, partner or representative of Get Melbourne Sorted.

Get Melbourne Sorted does not guarantee the future workmanship, conduct, availability or performance of an independent supplier merely because that supplier was identified through our research.

This provision does not exclude or limit Get Melbourne Sorted's responsibility for the research, comparison or coordination services that we provide, including our obligations under the Australian Consumer Law.

14. Quotes and supplier prices

Supplier prices and quotes are determined by the supplier, not Get Melbourne Sorted.

We take reasonable care when communicating pricing information obtained during our research, but prices can change and a supplier may require additional information, photographs, measurements or an onsite inspection before providing a final price.

Unless expressly stated otherwise, supplier pricing provided during our research should be treated as indicative until confirmed by the supplier.

Before engaging a supplier, you should confirm relevant matters including:

• final price;

• scope of work;

• inclusions and exclusions;

• deposits and payment requirements;

• cancellation conditions;

• warranties where applicable; and

• other important supplier terms.

15. Bookings and appointments

Where agreed, Get Melbourne Sorted may assist with coordinating a quote, booking, appointment or supplier visit.

You should review the final booking information provided.

Cancellation, rescheduling, deposit or other fees imposed by an independent supplier are governed by the supplier's own terms and applicable law.

If a supplier subsequently changes or cancels an appointment, we may assist with communication where this forms part of the agreed GMS service.

16. Information you provide

You are responsible for giving us information that is reasonably accurate and complete so we can understand your requirements.

This is particularly important when requesting assistance by email, text, online form or chat.

Please provide enough information for us to accurately understand the request, determine the scope of our service and provide pricing.

If important information is missing or inaccurate, the options identified may not adequately reflect your needs.

If your material requirements change after research begins, additional work or fees may be required. We will advise you before undertaking additional chargeable work.

17. Helping another person

You may engage Get Melbourne Sorted to assist a parent, relative, friend or another person.

Where our work involves another adult, we will respect that person's privacy, choices and right to make their own decisions.

Engaging us on someone else's behalf does not automatically authorise us to disclose that person's personal information to you or allow you to make decisions on their behalf.

Where appropriate, we may require consent or authority before communicating or sharing information concerning another person.

The payment provisions in Section 6 continue to apply.

18. Unsatisfactory supplier experiences

If you experience an unsatisfactory outcome involving a supplier identified through our research, please tell us and provide as much relevant information as reasonably possible.

This may include:

• details of the product or service;

• the nature of the problem;

• relevant dates;

• communications with the supplier;

• photographs where relevant;

• invoices or quotes; and

• other information reasonably relevant to what occurred.

Although Get Melbourne Sorted is not ordinarily a party to the contract between you and the supplier, we take feedback concerning suppliers seriously.

We may review the information you provide and, where appropriate, make further enquiries for the purpose of assessing whether that supplier should continue to be included in future Get Melbourne Sorted searches.

If we consider that a supplier or contractor no longer meets the standards we expect, we may remove that business from our supplier records and cease including it in future customer searches.

Our review does not constitute a determination of legal liability between you and the supplier.

19. Problems with a supplier's product or service

If a product or service purchased from your chosen supplier:

• is not provided;

• is faulty;

• is not as described;

• is incomplete;

• is delayed;

• is of an unsatisfactory standard; or

• otherwise fails to meet the supplier's contractual or legal obligations,

you should ordinarily raise the issue directly with that supplier.

The underlying contract and payment for that product or service are between you and the supplier.

You may have rights and remedies against the supplier under the Australian Consumer Law or other applicable laws.

We also ask that you inform Get Melbourne Sorted about significant problems so we can consider whether that supplier should continue to be included in future searches.

20. Change of mind

If you change your mind before Get Melbourne Sorted has commenced the paid work, please contact us as soon as possible. Where the paid work has not commenced, we will refund the Get Melbourne Sorted service fee paid for that work.

Once we have commenced or completed the research, comparison or coordination service you authorised, we do not ordinarily provide a refund solely because you have changed your mind.

Choosing not to use a suitable supplier after Get Melbourne Sorted has performed the agreed service does not, by itself, entitle you to a refund.

This change-of-mind policy does not affect:

• our Suitable Supplier Guarantee;

• any express promise we have made to you; or

• any right or remedy available to you under the Australian Consumer Law.

21. Consumer guarantees applying to GMS services

Where the Australian Consumer Law applies, Get Melbourne Sorted's services come with consumer guarantees that cannot be excluded, restricted or modified by these Terms & Conditions.

These include, where applicable, guarantees that our services will:

• be provided with due care and skill;

• be reasonably fit for a particular purpose or desired result that you make known to us where the relevant consumer guarantee applies; and

• be provided within a reasonable time where no timeframe has been agreed.

Get Melbourne Sorted remains responsible for complying with the consumer guarantees applicable to the services we provide.

22. Problems with the Get Melbourne Sorted service

If you believe Get Melbourne Sorted's own service has not been provided in accordance with an applicable consumer guarantee, please contact us and explain the problem.

Where a failure is not a major failure and can be remedied, we may be entitled to an opportunity to remedy the problem within a reasonable time in accordance with the Australian Consumer Law.

Where there is a major failure with our service, or where other circumstances giving rise to a statutory remedy apply, you may have rights including cancellation, a refund or reduction in price, or compensation, depending on the circumstances.

Nothing in these Terms & Conditions restricts a remedy available to you under the Australian Consumer Law.

23. Refunds and cancellations under Australian Consumer Law

Our change-of-mind policy and Suitable Supplier Guarantee operate in addition to your statutory consumer rights.

There are circumstances in which a consumer is legally entitled to cancel a contract for services, including certain failures to comply with applicable consumer guarantees.

Where you are entitled to cancel our service under the Australian Consumer Law, any refund or other remedy will be determined in accordance with that law.

We will not apply our change-of-mind policy in a way that removes or reduces a statutory right you have under Australian Consumer Law.

24. Information rather than professional advice

Unless expressly stated otherwise, Get Melbourne Sorted provides practical research, comparison and coordination assistance rather than regulated professional advice.

We do not provide legal, medical, financial, taxation or other regulated professional advice.

Where your request requires specialist professional advice, we may help research an appropriately qualified provider, but that advice should be obtained directly from the relevant professional.

25. Website and third-party information

We take reasonable care when providing information as part of our service.

However, supplier websites, reviews, directories, registers, prices, availability and other third-party information can change.

Where our website, research or communications include information from or links to third-party websites, Get Melbourne Sorted does not control those websites.

We remain responsible for providing our own services in accordance with applicable law, including the Australian Consumer Law.

26. Privacy

We handle personal information in accordance with our Privacy Policy and applicable privacy requirements.

Where reasonably necessary to carry out your request, we may provide relevant information to a potential supplier.

We will only provide information reasonably necessary for that purpose.

Please do not send unnecessary sensitive personal information through general email, text, chat or website forms.

27. Our responsibility

Get Melbourne Sorted will provide its services in accordance with applicable law, including applicable consumer guarantees.

We rely in part on information provided by customers, suppliers and independent third-party sources. We take reasonable care when using that information as part of our service.

Independent suppliers remain responsible for their own products, services, workmanship and contractual obligations.

To the extent permitted by law, Get Melbourne Sorted is not responsible for acts or omissions of an independent supplier merely because we identified that supplier as an option.

Nothing in this section excludes, restricts or modifies:

• our responsibility for the services Get Melbourne Sorted itself provides;

• liability that cannot lawfully be excluded; or

• any consumer guarantee, right or remedy under the Australian Consumer Law.

28. Complaints

If you are unhappy with a Get Melbourne Sorted service, please contact us and provide sufficient information for us to investigate the issue.

We aim to consider complaints fairly and within a reasonable time.

If your complaint concerns an independent supplier's product or service, that supplier will generally be responsible for responding to the underlying complaint.

However, we encourage you to also tell us about significant supplier problems so we can review whether that supplier should continue to be included in future searches.

29. Changes to these Terms & Conditions

We may update these Terms & Conditions from time to time to reflect changes to our services, business practices or legal requirements.

The current version and effective date will be published on our website.

The Terms & Conditions applying to a particular paid service will generally be those provided or available when you agreed to that service, unless a change is required by law or otherwise agreed with you.

30. Governing law

These Terms & Conditions are governed by the laws of Victoria, Australia.

Nothing in this provision restricts any rights or remedies available under the Australian Consumer Law or other applicable legislation.

31. Contact Us

If you have questions about these Terms & Conditions or a Get Melbourne Sorted service, please contact us.

Get Melbourne Sorted
Email: info@getmelbournesorted.com.au
Website: www.getmelbournesorted.com.au
ABN: 23 674 206 442

Just ask. We’ll help you get it sorted.