Frequently Asked Questions (FAQ)

VanLife Connect is a peer-to-peer mobile marketplace where caravan and RV travellers can book and offer services while on the road – with all payments, messaging and reviews handled in one app. It helps travelling “nomads” find help or earn income wherever they are, through a trusted community platform.

Anyone 18 years or older with a valid email address or mobile phone number can sign up as a user. There are two types of users:

1. Travellers – people looking to book services.
2. Providers – people offering services (skills, trades, etc.) for hire. Providers need to set up a Stripe account and upload any required licences or insurance before they can earn through the platform.

First, download the VanLife Connect app – it’s free on both iPhone (App Store) and Android (Google Play). Open the app and create an account by entering your email or phone number and a password. You’ll need to verify your email/phone via a code. Once registered, you can set up your profile with a photo and a short bio. Be sure to read and accept the Terms & Conditions when signing up. After that, you’re ready to explore services or create your own listing!

VanLife Connect is designed as a mobile app for smartphones and tablets. It uses your device’s GPS and offline capabilities to support you on the road. There isn’t a full web platform for bookings at this time, so you’ll want to use the iOS or Android app for the best experience. (Of course, you can visit our website for general information, but bookings and messaging happen in the app.)

It’s free to join VanLife Connect and browse services – there are no sign-up or subscription fees. Travellers pay only the price shown for a service (no added platform fee). Providers pay a 10% commission to the platform on completed jobs (this fee is automatically deducted from the payout). Payment processing (via Stripe) also charges a small transaction fee (~1.75% + A$0.30) which the provider covers. For example, on a $100 job, the provider would net about $87.95 after fees. There are no fees for using community features like the noticeboard or Travel Mates.

A wide range of skill-based services are available – basically anything fellow travellers might need or provide. Common examples include: Handyman and Trade Work: e.g. carpentry repairs, basic plumbing or welding fixes. Vehicle & Tech Help: e.g. RV/caravan maintenance, appliance or bike repairs, solar panel and battery system installations. Caravan Services: e.g. help setting up camp, caravan plumbing or electrical troubleshooting. Personal & Creative Services: e.g. pet sitting, photography, tutoring, haircuts, wellness sessions, and more. All services must be legal and meet our platform guidelines. If a service requires a licence (for example, electrical or plumbing work), the Provider must hold the proper licence. Unsafe or prohibited services (anything illegal or against our content rules) are not allowed.

Right now, VanLife Connect is focused on Australia. The app works at caravan parks, campgrounds, rest areas and communities across the country – anywhere travellers are on the road. The platform is built with regional Australia in mind (including offline use for remote areas). As long as you have the app, you can use VanLife Connect throughout Australia. 

Your profile lets the community know who you are. You can add a profile photo, a short bio/description, and list any key skills or qualifications. To edit your profile, go to the Profile section in the app and tap the edit icon (or “Edit Profile”). From there you can: Update your display name (you can use just your first name or a nickname – this is what others will see). Add or change your profile picture. Write a bio about yourself (e.g. your travel experience or the skills you offer). If you’re a Provider, you might also see fields for your trade skills, ABN, etc., which you can fill in. Make sure to save any changes. A complete profile with a friendly photo and clear info helps build trust with other users.

Verification badges are little check marks on profiles that indicate a user has provided certain credentials or met trust milestones. On VanLife Connect, you may see: –   ID Verified – The user’s identity has been confirmed (they submitted a government ID and passed our check). This is done either as part of the stripe account setup required for a service provider or a verification process such as Stripe Identity. –   ID Provided – Government ID has been uploaded but not verified. –   Licence Provided – The user uploaded a relevant trade or professional licence, which has not been verified as valid (e.g. an electrician’s licence). –   Insured – The user has uploaded proof of current insurance (such as public liability insurance) for their services. Campfire Score – A colour-coded badge (green, amber, or red flame) showing the user’s overall rating and reliability score. This score combines their review history and any dispute or cancellation factors. A green flame indicates a strong, positive record. Badges give a quick snapshot of trust. They update automatically (for example, if a document expires or is removed, the badge might disappear). Always click on a user’s profile to see their badges and what they represent.

To earn verification badges on your profile, you need to submit the required information through the app: Identity (ID) Verification: Service Providers will have their ID verified as part of the stripe onboarding. Accounts with a stripe ID will be considered “ID Verified”. Providers must do this before receiving bookings, to help keep the community safe. ID Provided: Government ID uploaded to user profile. Required to make service bookings as a traveller and joining travel mates. Licence Provided: If you offer a regulated service that requires a trade licence or certification (e.g. plumbing, electrical work) you should upload a copy of that licence in the app. Regulated services (gas fitter, electrician, physiotherapist, chiropractor) cannot provide services unless a licence has been uploaded. After it’s loaded, you’ll see a licence badge on your profile indicating you have uploaded your license and you have acknowledged legal compliance. Insurance: For Providers, having insurance is encouraged. You can upload proof of insurance (for example, your certificate of currency) via the user profile. Once loaded, you’ll get an “Insured” badge. This shows Travellers that you carry insurance for your work. These verification steps are there to build trust. The app will guide you through each upload. Once verified, the badges appear automatically. Keep in mind verification is a point-in-time check and users should still exercise usual discretion.

The Campfire Score is an overall trust and reputation rating. It combines your ratings from reviews with your reliability (like completing bookings without cancellations or disputes) into one score. The score is displayed as a coloured campfire icon on your profile: –   Green – Great reputation (high ratings, no significant issues). –   Amber – Moderate (mixed reviews or a minor issue or two). Red: Needs improvement (lower ratings or some problems). For example, if you consistently get 5-star reviews and complete bookings, you’ll have a high (green) Campfire Score. If you cancel bookings last-minute or had disputes, your score might drop or show amber/red. This helps others gauge trust at a glance. (See the Reviews & Ratings section below for more detail on how the score is calculated and how to improve it.)

No. Your sensitive personal information is kept private. Other users can see your profile name, photo, bio, and the verification badges, ratings, and reviews on your profile. They cannot see your actual ID documents, full name, phone number, or email address. For example, if you verify your driver’s licence, others just see “ID Verified” on your profile, not your licence itself. Contact details are masked. Travellers and Providers communicate through the in-app chat without seeing each other’s phone or email. We take privacy seriously, so verification data is only used to check authenticity and compliance, not shared around.

No – it depends on which features you want to use. VanLife Connect uses a tiered identity system designed to balance safety and ease of use: Community Noticeboard • You can browse and post without verifying your identity.
• This keeps the entry barrier low for general community engagement. Booking Services (as a Traveller) • If you are booking services and not a Service Provider, you must upload a government-issued ID.
• Your ID is stored securely for trust and safety purposes, but it is not manually verified by VanLife Connect.
• You receive an “ID Provided” badge. Travel Mates • Because people meet in person, you must upload a government-issued ID to use Travel Mates.
• You only need to upload your ID once for both Travel Mates and service bookings. Becoming a Service Provider • If you want to offer paid services and receive payouts, you must complete Stripe Connect Express verification.
• Stripe performs the full identity check (KYC/AML) and is the only source of truth for the “ID Verified” badge.
• You cannot accept bookings or receive payouts until Stripe verification is complete.
• Once your Stripe account is verified, there are no further ID requirements on the platform. Optional: ID Verified Upgrade (for non-providers) • If you are not a Service Provider, you may choose to complete a paid Stripe Identity check to receive the higher-level “ID Verified” badge.
• You can also set up a free Stripe account if you prefer, but this is optional. 3. Listings & Services

It’s easy to list a service you want to offer: Open the app and go to My Services (or a similar section) and tap Add Service. Enter a clear title and description for your service. Describe what you offer and any limitations or specialties (e.g. “Caravan Appliance Repair – I can fix fridges, AC, etc., parts extra”). Choose a category that fits (for example Trade Services, Pet Services, Technical Help, etc.). Set your price. You have full control over pricing – VanLife Connect doesn’t set any minimum or maximum. Make sure to factor in things like your time, any materials, and (if you’re registered for GST) include GST in your price. Remember, a 10% platform fee will be deducted from whatever price you set when you get paid. Add at least one photo if relevant. A picture of your work, your logo, or even a friendly photo of you can make your listing more appealing. Set your availability. Review everything and hit Publish. That’s it! Your service will become visible to Travellers in the area. You can create multiple listings if you offer different types of services – there’s no charge to list, and no limit on how many services you offer. (VanLife Connect only charges the commission when you actually complete a booking, not for posting listings.)

Yes. You’re in control at all times. If you need to make changes, go to My Services, select your listing, and edit the details or price. You can also pause (temporarily deactivate) a listing if you’re unavailable or taking a break, and resume it when you’re ready to work. If you no longer want to offer that service, you can delete the listing entirely. Changes take effect immediately in the app. Keeping your listing up to date (and pausing it when you can’ttake new jobs) helps avoid confusion for Travellers.

Aim to provide all the details a Traveller might want to know. A good listing typically includes: A descriptive title: e.g. “Certified Caravan Electrician” or “Photography Services at Campsites”. Clear description: Explain what you can do, your experience, what’s included, and any limits. Be honest and accurate – don’t promise something you can’tdeliver. If the Traveller needs to provide anything (e.g. parts, materials) or if you have specific hours, mention that. Photos: If applicable, add photos of your work or anything relevant. For example, if you’re offering caravan detailing, you could show before/after of a cleaned van. Price and terms: Make sure your price is for a defined scope. If the price might vary (say for larger jobs), you can note that in the description and use the chat to give exact quotes. Remember to incorporate GST in your price if you are GST-registered, because the price you list is what the Traveller pays in total. Qualifications or licences: If you have any relevant qualifications or requirements (like a trade licence), note that or ensure you have the licence badge on your profile. This reassures Travellers (and it’s required if you are doing licensed work). A well-written listing with the above elements will attract more bookings and set clear expectations with Travellers.

VanLife Connect is location-based. When Travellers arrive and check in to a location, they automatically see a list of available services nearby. If your listing is active and you’re in that area (or have set the location to that area), it will appear for them. Travellers can also search by category or keyword and adjust a radius slider to find services within a certain range. In short, as long as your listing is published and you’re in the vicinity of potential customers, they’ll be able to discover it.

Yes. All listings must follow our guidelines and Australian law. You cannot offer anything illegal or inappropriate. For example: No listings for illegal products or activities. No violent, dangerous, or sexual services, or anything that promotes hate or discrimination. No content meant to harass or bully, or that contains profanity/extreme imagery. No ads trying to take people off the platform (you can’tsay “Contact me privately for a cash deal” or share your phone number in a listing). Basically, if it’s on our Prohibited Content List (Schedule 3 of the Terms) or against Australian consumer protection laws, it’s not allowed in a listing. We also require that you only list services that you can legally and competently perform. If a certain licence or certification is required by law (for example, you must be a licensed electrician to do wiring work), then you must have that qualification to list the service. Listings that are misleading or violate these rules can be suspended or removed, and repeat violators may face account consequences. 4. Booking & Payments

Booking a service on VanLife Connect is straightforward: Browse or search for the service you need (either by checking in to your location to see local offerings, or using the search function). Tap on a service listing to see details, then tap the “Book Now” or “Request Booking” button. You may be asked to select a date/time (if the service is time-specific) or add a brief note about what you need. Confirm the booking details and submit the request. If the Provider has enabled Instant Book, your booking will confirm immediately. Otherwise, the request will be sent to the Provider. The Provider will then review and either accept or decline your request. You’ll get a notification once it’s accepted. A booking is confirmed and binding when the Provider accepts your in-app request (or when you both agree to a quote in the chat). Upon confirmation, your payment is processed (charged) and held in escrow. You’ll see the booking in your app under “Upcoming” or “Current Bookings”, along with details like time and location. You’ll also receive a receipt by email. If you have any special requirements or questions, you can message the Provider through the app before they accept. Communicating clearly helps ensure the service will meet your needs.

Instant Book means a Provider has chosen to let bookings auto-confirm without waiting for approval. If a listing is Instant Book eligible, when you tap “Book Now” and complete payment, the booking will be immediately confirmed on the spot. This is convenient for simple services or last-minute needs. Not all Providers use Instant Book – many prefer to approve requests manually. If you don’t see an Instant Book option, your request will be pending until the Provider responds. Always make sure you’re confident in the details (time, price, etc.) before instant-booking, as it becomes a confirmed job right away.

Yes. VanLife Connect has a built-in messaging tool. If you’re interested in a service but have questions or need a custom arrangement, you can tap “Message” or “Request Quote” on the Provider’s listing (or after sending a booking request). This lets you discuss details in-app without sharing personal contact info. For example, you might ask about availability or describe the task in more detail. Providers can even send a custom quote through the chat – a tailored offer with a specific price or details. If you both agree on that quote, you can accept it in the app and it will become a confirmed booking. All of this should be done via the app’s chat to ensure it’s covered by our platform. (Remember, exchanging phone numbers or arranging payment outside the app is against our rules until a booking is confirmed.)

When a Traveller makes a booking, they pay the full amount upfront through the app. We accept major debit/credit cards and mobile pay options. Our payment processor (Stripe) will securely charge your card once the booking is accepted. However, the money is not released to the Provider yet – it’s held in an escrow account managed by Stripe on behalf of the platform. The Provider only gets paid out after the service is completed. Here’s the flow: You submit a booking and enter your payment (if you have a saved card, it will be charged automatically upon confirmation). The money goes into escrow. Think of it as “held safely” – the Provider knows you’ve paid, but they can’taccess the funds until the job is done. Once the service is completed, both you and the Provider tap “Complete” in the app to confirm everything’s finished to mutual satisfaction. At that point, the escrow releases the payment to the Provider (minus the platform fee). If one party forgets to tap complete, the platform will auto-release the funds after a set period (72 hours) as long as no dispute is raised. The Provider receives the payout to their bank account (this typically takes 1-2 business days to land, depending on the bank). You, the Traveller, don’t need to do anything else payment-wise. This system protects both sides: Providers know they’ll get paid if they do the work, and Travellers know the money isn’t handed over until the job is done. You will receive an in-app invoice/receipt and email confirming the payment.

For your safety and protection, all payments should be made via the VanLife Connect app. Paying through the app ensures that: Your payment is traceable and secure (no need to carry cash or worry about exact change). The money is held in escrow, so if something goes wrong you can potentially get a refund according to our policies. You’re eligible for dispute resolution and support if the service isn’t delivered as expected. You can leave a verified review for the Provider afterwards. If you pay in cash or take the transaction off-platform, you lose all these protections. We won’t be able to help with refunds or disputes for off-app deals, and you can’tleave an official review. In fact, offering or accepting off-platform payment is against our Terms (it’s considered fee avoidance and can lead to removal from the platform). “Cash payments mean no support, no reviews, and no protection.” It’s just not worth it – always use the in-app payment system for peace of mind.

VanLife Connect is built to handle the reality of spotty internet on the road. If you’re offline, the app will queue up your actions (like sending a booking request or message) and process them once you regain connectivity. For example, you might arrive somewhere with no signal but still open the app and hit “Request Booking” – the request will be stored. When your phone gets a connection again (even hours later), the app will automatically send out the request. Similarly, if a Provider accepts while you’re offline, you’ll see the update once you reconnect. However, be aware: Delays: Until you or the other party come online, there will be a delay. A booking isn’t confirmed on the other end until it actually syncs through the network. If you stay offline for an extended period, the request might effectively be “on hold” and could even expire in extreme cases. Payment processing: Your card will only be charged when the request actually goes through. If you’re offline, that charge will happen when connection returns and the booking is confirmed. Notifications: You might not get notifications about responses until you have service again. So if you send a request offline, be sure to check back once you’re connected to see its status. Sync on completion: The 72-hour auto-release timer for payments only starts once the completion action is synced online (in case either party marks the job complete while offline). In short, you can initiate bookings and messages offline – the app is “offline-first” – just remember that nothing is final until it syncs. Always try to find a signal when possible to confirm important details. If you know you’ll be offline, it helps to arrange things in advance while you have connectivity. 5. Provider Responsibilities

As a Provider on VanLife Connect, you are effectively running your own small business on the platform. Key responsibilities include: Deliver services professionally and safely: Perform the work you agreed to do, with due care and skill. Show up on time (or communicate if you’re running late) and complete the job to the best of your ability. Treat the Traveller (and their property) with respect. Essentially, provide a good, honest service as you would to any customer. Use your own tools and equipment: You’re expected to supply the tools or materials needed for the job (unless otherwise arranged with the Traveller). For example, if you offer mobile car servicing, you would bring your own tools and parts. Manage your schedule: It’s up to you when and where you work. You set your availability in your listings and you can accept or decline booking requests as needed. Once you commit to a booking, try to stick to it – cancelling last minute lets the Traveller down and can lead to penalties. Follow all applicable laws and regulations: This means if a job requires a licence or certification (electrical work, gas work, etc.), you must hold that licence. You must also adhere to safety laws, road laws (if traveling to a job), and any other regulations relevant to your trade. For example, if you’re doing gas fitting, you need the proper qualifications by law. It’s your duty to comply with these requirements – VanLife Connect doesn’t supervise or control your work. Maintain honesty and integrity: Don’t misrepresent your skills or advertise services you can’tactually do. Only accept jobs you intend to complete. Communicate openly with Travellers if issues arise. And of course, abide by the platform rules (no discrimination, harassment, or other misconduct). In short, you are an independent service provider – you handle your work commitments just like you would if the customer found you outside the app. VanLife Connect provides the connection and payment system, but does not direct your work or take responsibility for how you perform the job.

No. Providers are independent contractors, not employees. This means: You are not employed by VanLife Connect or by the Traveller – you’re offering your services freelance via the platform. You’re free to set your own prices, choose which jobs to take, and arrange your work methods. There are no “shifts” or bosses on the app – you are your own boss. Because you’re not an employee, things like minimum wage, leave entitlements, or superannuation guarantee don’t apply. Instead, you charge for the jobs you do and you’re paid per booking. You are responsible for your own taxes, insurance, and expenses that come with doing your work. For example, you need to set aside money for income tax, just as a self-employed person would. VanLife Connect doesn’t withhold tax from your payments. You don’t get “fired” in the traditional sense, but if you violate platform rules or laws, your account can be deactivated. We follow the Australian gig economy regulations (Fair Work Act provisions) to ensure any deactivation is fair and in accordance with the new Digital Platform guidelines.

It’s highly recommended that you have an Australian Business Number (ABN) if you’re earning money through VanLife Connect. If you’re doing this as more than a hobby, an ABN helps you operate legally and invoice for your services. While VanLife Connect doesn’t require an ABN to sign up, keep in mind: Income Tax: Money you earn through the app is income you must declare to the Australian Taxation Office (ATO). VanLife Connect does not deduct income tax from your payouts – you receive the gross amount and it’s up to you to report it at tax time. We will provide records of your earnings (and you can view your completed bookings history for amounts). ABN and Reporting: Under the government’s Sharing Economy Reporting Regime, VanLife Connect is required to report Provider earnings to the ATO, including ABNs and total payments received. This means at the end of the financial year, the ATO will know how much you earned via the platform. If you haven’t provided an ABN, those earnings could be attributed to you personally. It’s best to have an ABN if you’re treating this as a business, to avoid any withholding issues and to make your tax reporting clear. GST: If your turnover from all your business activities exceeds $75,000 per year, you are required to register for GST in Australia. If you are GST-registered, you need to include GST in your prices on VanLife Connect. (Travellers will pay the price you list, which should be GST-inclusive in that case.) VanLife Connect does not add GST on top for you; we also do not withhold or remit GST to the ATO on your behalf – that’s your responsibility. We will issue you a tax invoice for the commission fee we charge you on each booking, which includes our ABN and GST amount, for your records. If you are not registered for GST (e.g. if you’re under the threshold), then you simply don’t charge it in your price. In summary, you handle your own tax obligations. Consult an accountant or tax advisor if you’re unsure, but plan to set aside a portion of your earnings for tax and keep records of your income and expenses.

Having appropriate insurance is advised for Providers. VanLife Connect does not provide insurance coverage for your work – you are responsible for protecting yourself. In some cases, it’s mandatory: For certain trades and higher-risk services (for example, electricians, plumbers, gas fitters, builders), our Terms require you to hold relevant public liability insurance (and any mandated insurance under law). You should also have the proper licences for those trades and upload them for verification. If you have insurance, you can upload your certificate and get an “Insured” badge on your profile, which can make Travellers more comfortable booking you. If you don’t have insurance, Travellers may still book those marked “Not Insured” and accept the risk, but you and the Traveller are assuming more risk.

Life happens, and sometimes you might need to cancel a job. However, reliability is crucial on the platform, so avoid cancellations if at all possible. If you absolutely must cancel: Do it as early as you can. Use the app’s cancellation function so the Traveller is notified and can get a refund. Communicate with them in the chat as well, to explain the situation. Travellers will appreciate prompt notice. Understand the penalties: If you cancel a booking more than 24 hours before the start time, the Traveller will get a full refund and there’s usually no penalty (aside from a possibly unhappy Traveller). If you cancel within 24 hours of the start, the Traveller still gets a full refund, but the platform may impose penalties on you. These can include a cancellation fee (the platform may retain the commission that would have come from the job), a lower ranking in search results, a “cancellation” note on your profile stats, or even suspension if it happens repeatedly. Likewise, if you simply don’t show up to a confirmed booking (and the Traveller does) – see No-Show policy in Section 12. Emergencies and valid reasons: We do understand that emergencies (serious illness, vehicle breakdown, etc.) can occur. If you cancel last-minute for a valid emergency, inform support – such cases may be treated with leniency at the platform’s discretion. But in general, frequent cancellations will harm your Campfire Score and trustworthiness. If you find mid-job that you cannot complete the service as agreed (due to unforeseen difficulty, etc.), communicate with the Traveller immediately. You might negotiate a solution – e.g. do what you can and adjust the price, or reschedule if the Traveller agrees. If no resolution can be reached, either party can escalate it to a dispute. It’s better to be honest and seek a compromise than to leave a job unfinished without word.

In addition to basic business laws (tax, licensing, etc. discussed above), keep in mind: Australian Consumer Law (ACL): Nothing in our Terms is meant to override your basic consumer rights. Travellers are entitled to services carried out with due care and skill, etc. If you fail to do so, they could be entitled to a remedy (repair, re-do, refund). Our platform may enforce some of this via disputes (e.g. refunding a Traveller if you really didn’t deliver), but note that you as the Provider are ultimately responsible for the quality of your work. VanLife Connect’s Terms explicitly do not exclude these guarantees. While we may limit our own liability, you can’tcontract out of your obligations to the consumer. Fair Work and Digital Platforms: Recent regulations (Fair Work Amendment regarding “employee-like workers”) aim to ensure gig economy workers are treated fairly. VanLife Connect complies with these – for example, we have policies for fair deactivation and dispute resolution. Providers on our platform are not employees, but they are protected by certain fair conduct obligations we undertake. We’ve incorporated those standards into our Terms and operations. (It does not mean you are an employee; rather, it gives you some protections while remaining independent.) Privacy: If in the course of a job you receive any personal information from Travellers (addresses, phone numbers, etc.), you should respect their privacy and only use that info for the purpose of the job. Don’t misuse or retain someone’s details beyond what’s necessary. Road and safety laws: Many Providers are travelling too – ensure you follow road rules when moving between jobs, and any work health and safety regulations that apply to the type of work you do (especially for manual/trade tasks). Platform Terms: Adhere to VanLife Connect’s Terms & Conditions and policies. This includes not soliciting off-platform business, not engaging in prohibited content or discrimination, and following the dispute process if issues arise. Staying within the law and our guidelines not only protects you from legal trouble, it also builds trust with Travellers and keeps your account in good standing. 6. Traveller Responsibilities

When you book a service, you agree to a few key responsibilities: Provide accurate information: Make sure you clearly explain what you need done (either in the booking request details or in chat). Give the Provider the correct location and any access instructions. Misunderstandings can often be avoided with clear upfront info. Be available at the agreed time and place: You should be at the location (or reachable) when the service is to be delivered. If the Provider is coming to your caravan or campsite, ensure you’re there to meet them (or you’ve arranged for them to access what they need). If the booking is at a set time, treat it like an appointment – don’t leave the Provider waiting. Ensure a safe, suitable environment: For example, if you have a pet that might interfere, secure them during the service. If the Provider needs a certain space or utility (like power or water) to do the job, try to have it ready. Basically, set things up so the Provider can do their work without unnecessary risk or hindrance. Communicate and cooperate: Keep an eye on the app for any messages. If the Provider asks a question or if something changes (maybe they’re running late or need clarifications), respond promptly. Good communication helps everything go smoothly. Honour the agreement: This means paying the agreed price (through the app) and not trying to renegotiate in person for a lower price or free extras. It also means respecting the platform rules – for instance, not asking the Provider to do additional unpaid work outside the original scope, and not asking them to take payment off-platform. Follow through and provide feedback: When the job is done, mark it complete in the app (and make sure to confirm it was done to your satisfaction). Leave a fair review for the Provider. If there were issues, you can mention that in the review or raise a dispute if it’s serious, but avoid negative reviews without giving the Provider a chance to address things. In short, treat Providers and bookings professionally and courteously. These are your fellow community members, so basic respect and communication go a long way. By being a responsible Traveller, you’ll not only get better service, but you’ll also build a good reputation on the platform (since Providers can rate you too).

If you realise you won’t make the appointed time, notify the Provider immediately via the app. You may be able to reschedule if the Provider agrees, but that’s at their discretion. Remember, when you book, the Provider has set aside that time for you. If you simply don’t show up and the Provider arrives and waits, this is considered a no-show on your part. In a no-show situation, the Provider is entitled to be paid in full while you forfeit that payment. You would not receive a refund, because the Provider’s time was wasted. Additionally, you’ll likely get a poor rating, and repeat no-shows could hurt your Campfire Score or even result in suspension. If you know in advance you can’tattend, it’s much better to cancel the booking (with as much notice as possible) rather than to no-show. Cancelling at least 24 hours before the start time will get you a full refund. Cancelling later than that (e.g. a few hours before) usually means you won’t get a refund for the service fee, unless you have an approved valid reason or the Provider agrees to refund. While late cancellation isn’t great, it’s still better than not showing up at all. If you’re just running a bit late, communicate. Providers will often accommodate a short delay if you keep them updated. They’re people too and understand things happen, but it’s crucial to keep them in the loop.

You should not significantly change the scope of the job or add extra tasks after a booking is confirmed unless you and the Provider mutually agree on an adjustment (usually with a price change). The booking is a contract for the specified service only. If during the job you realise you need more help, talk to the Provider: If it’s a small add-on and the Provider is willing, they might do it within the booked time or for a small agreed fee. However, both of you should be clear on whether this changes the price. The Provider may ask you to create a new booking for the additional work (or they can send a quote for it) so that everything stays covered by the platform. Don’t expect free extras outside the original agreement. Providers set their prices based on the described task. It’s unfair (and against the spirit of the platform) to pressure them into doing more without compensation. If you do want a lot of extra work, it’s best to arrange a separate booking. This ensures the extra work is documented and paid for through the app. Also, remember that Providers might have other bookings or plans after yours, so they might not be able to extend time even if you offer to pay more. Check with them – communication is key.

Yes, they do. After each completed booking, Providers can rate and review Travellers too. This means you have a Traveller profile rating that other Providers might see (or at least it factors into your Campfire Score). For example, if you frequently cancel last-minute or were very difficult to work with, Providers could mention that in reviews or rate you lower, which might make other Providers hesitant to accept your requests. On the flip side, if you’re polite, punctual, and reasonable, you’ll likely get positive ratings and have an easier time booking services. Your Campfire Score (the same traffic-light badge concept) will reflect your reliability as a Traveller. A green Campfire Score for you means you’ve been a dependable customer. So it’s a two-way street – both Travellers and Providers build a reputation on VanLife Connect. Always strive to be the kind of Traveller that providers are happy to assist.

If the service didn’t meet your expectations, you should first communicate with the Provider about it. Most providers would prefer the chance to fix something or address your concerns on the spot. If it’s a minor issue, a friendly conversation can often resolve it (maybe the provider can adjust or correct the work). If you’re still unsatisfied, you have a few avenues: Leave an honest review: Your review will inform others of your experience. Be factual and fair – remember, reviews are public, so stick to the truth and avoid personal attacks. Dispute resolution: For significant problems (for example, the job was not done at all, or was done very poorly compared to what was promised), you can escalate the issue through the platform’s dispute process rather than immediately leaving a negative review. In the app, you’d mark that there’s an issue and follow the prompts to submit a dispute. The funds will remain on hold while the issue is looked at. (We cover disputes in Section 12 below.) Request a refund (if applicable): If the service truly was not delivered or was not as described, and you can demonstrate that, you may be eligible for a refund under our policies or Australian Consumer Law. This would typically be handled via the dispute process. Remember, most Providers want to do a good job and earn positive reviews. Give them a chance to make it right. And when leaving reviews, try to focus on the facts of the service (others reading the review will find that most helpful). 7. Reviews, Ratings & Campfire Score

After a service is completed, both the Traveller and the Provider will have an opportunity to rate and review each other. The rating is a 5-star scale (1 star = very poor, 5 stars = excellent), and you can also write a short text review describing your experience. Here’s how it works: Once the booking is marked complete, the app will prompt each party to leave a review. You typically have a window of time (e.g. a couple of weeks) to submit your review. Reviews are double-blind initially – meaning, if both parties have not reviewed yet, you won’t see what the other wrote until you’ve submitted your own, or until the time window closes. This is to keep things fair. Your written review and star rating for the other person will become part of their profile. Future users can read these reviews. For example, Travellers can read a Provider’s reviews to see if they have a history of doing a good job, and Providers can see if a Traveller has been respectful and reliable. Leaving a review is not mandatory, but highly encouraged. A strong review system helps everyone in the community make informed decisions. Be honest and factual in your reviews. Describe what actually happened – praise good service or highlight specific issues if there were any. Avoid personal insults or sensitive personal details. Reviews that violate our content guidelines (e.g. use offensive language, reveal private info, or seem fraudulent) can be removed or edited by the platform. You cannot submit a new review for the same booking once it’s finalised, so make it count. Currently, editing a review after submission isn’t supported (so double-check before you hit submit).

You can view feedback in your profile section of the app. You’ll see your overall star rating (an average of all star ratings you’ve received) and the list of written reviews others have left for you. Only you and other users on the platform can see these, and they appear on your public profile. If you’re a new user with no reviews yet, your profile will indicate that you’re “new” or have no ratings yet – everyone starts somewhere! As you complete jobs (as a Provider) or hire services (as a Traveller) and get reviewed, your profile will build up with those ratings.

The Campfire Score is an overall trust score that VanLife Connect calculates for each user based on their activity and feedback. It’s represented by a coloured campfire icon on your profile (green, amber, or red flame). This score combines a few factors, notably: Your average star rating from reviews. Your reliability (completion rate) – i.e., how often do you complete bookings without cancelling or causing issues. Your dispute history or serious complaints. All these are blended into a single score or “grade”. A high Campfire Score (green) means you’ve consistently gotten good reviews and you haven’t had problems with cancellations or disputes. A lower Campfire Score (amber or red) might mean there have been some issues – perhaps multiple cancellations, no-shows, or a couple of poor ratings. It’s a quick way for others to gauge trust: Providers with a great Campfire Score likely deliver good service and can be relied on. Travellers with a great Campfire Score likely are respectful and follow through on bookings. If someone’s Campfire Score isn’t green, it doesn’t necessarily mean “do not deal with them,” but it signals to take a closer look at their history. Maybe read the reviews to see why. It could be just one incident, or it could be a pattern. New users might not have a Campfire Score shown until they get some activity on the platform (before that, it could appear as grey or simply not be present). The Campfire Score updates over time as more ratings come in or if any incidents occur. It’s meant to be an easy-to-read “reputation badge” for the community.

Improving your reputation on VanLife Connect boils down to providing (or facilitating) great experiences and avoiding problems: For Providers: Focus on delivering excellent service. Communicate clearly with Travellers, show up on time, and do the job as advertised. Strive for 5-star experiences. Also, avoid cancellations and no-shows – those will hurt your reliability metrics. If something does go wrong, try to resolve it amicably with the Traveller (perhaps offer a fix or partial refund) to prevent disputes or negative reviews. Over time, as you accumulate positive reviews, your average rating will rise and your Campfire Score will reflect that. For Travellers: Be a good customer. That means being respectful, providing clear instructions, and honoring your commitments. If you consistently meet Providers on time, pay promptly through the app, and communicate well, you’ll likely receive good ratings from Providers. Also, refrain from last-minute cancellations except in emergencies – frequent cancels or no-shows will make your score drop. Essentially, treat Providers kindly and fairly, and you’ll build a positive reputation. General tips: Always be honest in your dealings (both parties). Keep the platform rules (no off-platform dealings or harassment). Sometimes, just one or two good reviews can significantly boost a new user’s profile, and conversely one bad review won’t destroy you if you have many positives – but patterns matter. So consistency is key. Remember, your Campfire Score is not fixed forever – it evolves. If it’s not great right now, you can improve it by changing your approach going forward. Likewise, a great score can decline if one becomes unreliable. The platform (and other users) tend to forgive an isolated mistake, but repeated issues will show up in your metrics.

We generally do not interfere with genuine reviews – the goal is to have a transparent system. However, VanLife Connect will remove or edit reviews that violate our policies or guidelines. For example, if a review contains hate speech, obscene language, personal threats, or blatant falsehoods, that’s not allowed. We also disallow reviews that reveal someone’s sensitive personal information or that are clearly unrelated to the actual service experience. If you believe you’ve received a review that is defamatory, fraudulent, or abusive, you can report it to our support team. We will then investigate and decide if it should be taken down under our moderation rules. But just disliking a fair negative review is not grounds for removal – we won’t remove a review simply because it’s bad feedback. In those cases, the best approach is to improve on the criticisms in future jobs. At this time, users cannot publicly reply to reviews on the platform (there’s no “reply” feature for you to rebut a review, as is possible on some other platforms). This may be added in the future. For now, if a review is unfair, your recourse is to reach out to support if it violates policy, or otherwise focus on accumulating new positive reviews to outweigh the negative one. 8. Trust, Safety & Compliance

We take a number of measures to create a safe community and to protect users: User Verification: We verify user identities (especially Providers) through ID checks. You’ll see “ID Verified” badges on profiles, so you know we’ve confirmed that person is who they say. Providers also verify any relevant trade licences and can show an “Insured” badge if they have insurance, giving Travellers extra confidence. Secure Payments (Escrow): All payments go through our secure Stripe system and are held in escrow until the job is done. This means you don’t have to carry cash or pay someone directly before the work – the platform safeguards your money and only releases it when both parties confirm completion. It protects Travellers from losing money on incomplete jobs and ensures Providers know they’ll get paid for their work. Messaging and Privacy: Communication between users is done via the in-app chat, which masks personal contact details. This way, you don’t have to give out your phone number or email to strangers. The chat is logged, which also means there’s a record in case of any disputes or bad behaviour. Until a booking is confirmed, sharing direct contact info is against our rules (to prevent off-platform scams or harassment). Reviews and Ratings: Every completed job allows both parties to leave reviews and ratings. These reviews are public on profiles, which creates accountability. If someone consistently provides poor service or behaves badly, it will show in their reviews and Campfire Score, alerting others. Conversely, good actors build up trust through positive feedback. Content Moderation: We monitor the platform for inappropriate content. This includes automated systems (AI) that scan messages and posts for red flags (like profanity, hate speech, or requests to exchange contact info), as well as human moderators who review reports. If something violates our guidelines, it can be removed and the user may be warned or banned. Our Prohibited Content List outlines what’s not allowed – for example, hate speech, harassment, illegal activity, pornography, and soliciting off-platform transactions are all forbidden. Reporting and Support: Users can easily report a message, review, or listing that seems suspicious or violates rules. There’s usually a “Report” button or you can contact support directly. Our support team will investigate issues. We have processes for dispute resolution, fraud prevention, and handling complaints fairly. Insurance and Qualifications: As mentioned, for higher-risk services we require Providers to have proper licences and encourage insurance. We may ask for proof of certain credentials if needed. This ensures that, say, only a licensed electrician can list electrical services. It’s an extra layer of safety that people offering critical services are qualified to do so. Compliance with Laws: VanLife Connect is an Australian company and we comply with Australian laws and regulations (more on this below). For instance, we adhere to the Fair Work Act provisions for digital platforms and we uphold Australian Consumer Law protections for our users. We also follow privacy laws to protect your data. No system is perfect, but these measures – from verification and escrow to community policing via reviews – work together to create a trusted environment. We also continually improve safety features (for example, if we identify new risks, we address them).

Your safety is paramount. If at any point you feel physically unsafe during an in-person meeting (for example, a Provider or Traveller is behaving in a threatening manner), remove yourself from the situation as soon as possible. In an emergency or if you feel in danger, contact the police or emergency services first – the app is not a substitute for emergency assistance. For non-immediate threats or platform-related issues: In-app Reporting: Use the Report function in the app to flag inappropriate behaviour, messages, or content. For example, if someone is harassing you in chat or a listing contains prohibited content, you can report it directly. Our moderation team will review the report and take action as necessary. Contact Support: If you need help or want to discuss an issue, reach out to our support team via the app or email. Describe what happened and provide any evidence (screenshots of chat, etc.). We will keep your report confidential and investigate. If a user is found violating our terms (for instance, asking for payment off-platform or engaging in abuse), we will issue warnings or remove them from the platform depending on severity. Document the situation: It helps to keep records. The good news is, because all communication should be on the app, much of it is already documented. But if there were off-app interactions (which ideally shouldn’t happen before booking), make a note of what happened as soon as you can. Community Feedback: After the fact, leaving an honest review about the incident (while sticking to facts) can warn others. We have zero tolerance for things like harassment, violence, discrimination, or illegal activity. Users who engage in these will be removed. If someone is making you uncomfortable – even if it’s not extreme – you have the right to end the interaction and report it.

Yes, absolutely. We operate under Australian law: Australian Consumer Law (ACL): Nothing in our Terms is meant to override your basic consumer rights. For instance, services come with guarantees – like that they will be carried out with due care and skill. If a Provider seriously fails to deliver on what was promised, the Traveller has rights under ACL to seek a remedy. Our Terms explicitly state that we do not exclude non-excludable consumer guarantees. While VanLife Connect (as a platform) limits its liability in certain ways, we do so only to the extent the law permits and we do not prevent a user from pursuing their rights against the party that provided the service. Gig Economy Regulations: VanLife Connect acknowledges the new regulations (Fair Work Amendment regarding “employee-like” gig workers). We are classified as a digital labour platform, and we adhere to the requirements of the law. Practically, this means we have fair policies for account deactivation (following the Digital Platform Deactivation Code) and we avoid unfair contract terms. Providers on our platform are not employees, but they are protected by certain fair conditions we undertake. We’ve incorporated those standards into our Terms and operations. Tax Compliance: We follow all tax laws – for example, participating in the Sharing Economy Reporting to the ATO. We collect necessary information (like ABNs and earnings data) and report it to tax authorities as required. We also are a GST-registered business ourselves, and we include GST in our service fees charged to Providers where applicable. Privacy and Data Protection: We comply with the Privacy Act 1988 (Cth) and have measures in place to protect your personal information. We don’t sell your data. Our Privacy Policy outlines how we handle user data in detail. Legal Jurisdiction: Our Terms specify that Australian (Western Australian) law governs the agreement, so any legal disputes would be subject to Australian jurisdiction. This is mainly to ensure consistency and that users know what laws apply. Overall, we strive to not only meet the minimum legal requirements but to foster a community that feels safe and trusted. We regularly review our policies to align with any changes in the law or best practices in the industry. If you’re ever in doubt about a policy or your rights, you can consult our Terms & Conditions (available in the app’s legal section) or reach out to us for clarification. 9. Community Noticeboard

The Community Noticeboard is a location-based bulletin board available in the app whenever you check in to a campground or rest area. It’s a free, informal feed where travellers in the same location can share information, ask questions, or socialize. Unlike the Services marketplace, the Noticeboard is not for transactions or bookings – it’s more about community chatter. Key points: The Noticeboard becomes visible once you’ve checked in to a location (for example, a caravan park). You’ll see posts from other travellers who are also checked in there or nearby. Posts are typically categorised. Common categories include Activities (e.g. “Anyone up for a hike this afternoon?” or “Campfire session at 7pm!”), Assistance (e.g. “Does anyone have a bike pump I could borrow?” or “Looking for help jump-starting my van”), and Travel Notices (e.g. “Heading north tomorrow, convoy welcome”). There might be other categories as well, but these help organize the type of post. To post something, go to the Noticeboard section (when you’re checked in) and create a new post under the appropriate category. Your post will be visible to all travellers currently at that location (and possibly those in the vicinity who are checked in nearby, if applicable). It’s a real-time feed: posts show up instantly, and others can respond or comment (depending on app features, they might reply on the post or message you directly if appropriate). Posts on the Noticeboard are automatically removed after a certain time or when they’re no longer relevant (for example, if you check out and leave the area, you might not see the board anymore). It’s meant for on-the-spot, day-of information rather than permanent listings.

The Noticeboard is meant for non-commercial, community-minded content. It’s a space to: Share useful info or tips (e.g. “beach access is really soft – lower tyre pressures to around 12 PSI”). Organize social gatherings (“Happy hour drinks at the communal campfire at 6pm, come by if you want to join!”). Request or offer small help (“Anyone got a 10mm wrench I could borrow for a few minutes?”). Find travel buddies (“Thinking of doing the coastal drive to X tomorrow, anyone else doing this drive?”). Do not use the Noticeboard for anything that breaks the community rules. For example: No advertising of paid services or business promotions. (Providers, this means you should not post “Hire me for repairs, $50/hr” on the noticeboard. Use proper service listings for any paid work. The Noticeboard is not a way to bypass booking through the app.) No offensive or irrelevant posts. Keep it friendly and appropriate for a general audience. Don’t post political rants, explicit content, or anything illegal. The same Prohibited Content rules apply here as everywhere on the platform. No personal info or spam: Don’t post someone else’s contact details or spam the board with repeated messages. Also, don’t try to take conversations off-app by posting your phone number/email – for safety, keep initial communications on the app. In short, think of it like a campsite bulletin board or a facebook group just for this location. It’s fine to put up a note about a group activity or needing a hand with something, but it’s not okay to plaster business ads or inappropriate material. Posts that violate guidelines may be removed by moderators.

Yes, the Noticeboard is subject to the same content moderation as the rest of the platform. We use automated filters and human moderators to review content and behavior. If someone posts something offensive or tries to solicit work off-platform, it can be flagged and taken down. We want the board to remain helpful and friendly. Users can also report Noticeboard posts if they find them problematic, and we’ll review those reports. Keep in mind that because the Noticeboard is local and real-time, moderation is generally light-touch – we’re not censoring normal friendly posts. We mainly intervene if something clearly violates rules or someone reports an issue. Who can post on the Noticeboard? Any user who is checked in at the location can post on that location’s Noticeboard. This includes both Travellers and Providers (after all, Providers are travellers too). Just remember: if you’re a Provider, you cannot use the Noticeboard to advertise your services for hire (doing so would be seen as trying to dodge the platform’s booking system and fees, which is against the rules). But you’re welcome to participate in community discussions or offer non-commercial help. For example, a Provider might post “I’m handy with solar panels if anyone’s struggling, happy to give quick advice for free.” That’s in the spirit of community. But saying “I can fix your solar for $X, call me” is not allowed on the board. Do Noticeboard posts cost anything, and do they expire? It’s completely free to read and post on the Noticeboard. This feature is provided as a community benefit; there are no fees and no transactions involved within it. Posts are typically short-lived. They’re intended for travellers currently in the area. Once you leave the campground or the post becomes outdated, it will no longer be relevant. The app may automatically remove old posts after a certain period (for example, a post about a meetup tonight might disappear by the next day). This keeps the feed clean and focused on current, useful information.

This depends on how the app interface is set up: In some cases, there might be a comment thread under each post where you can publicly reply (for example, someone says “AFL Game live tonight at 7pm in TV Room” and you could reply “Great, I’ll come!”). In other cases, or for more direct communication, you might need to click on the user’s profile and send a message via the app’s messaging system (keeping in mind, if you haven’t booked with them, some messaging restrictions might apply). Use common sense: if the post is general (like an announcement), a public reply is fine. If you want to respond privately (e.g. someone needs help with a vehicle and you want to offer assistance), you might message them directly. Always keep communications respectful. The Noticeboard is an extension of the community, and the same etiquette applies. It’s one of those features aimed at making life on the road more social and supportive – so have fun with it, help each other out, and enjoy the camaraderie! 10. Smart Arrival & Location Services

Smart Arrival is a signature feature of VanLife Connect that basically turns your arrival at a new location into a trigger for helpful information. When you drive into a recognised campground, caravan park, or national park, the app will automatically detect it and prompt you to “Confirm Check-In”. Once you tap that, VanLife Connect will unlock location-specific content for you, such as: A list of available services offered by other travellers at or near that location (so you immediately see who can help or what you can book on-site, without searching). You can also activate your services and availability as well. The Community Noticeboard for that location (so you can see if someone’s posted announcements or requests at that camp). Any travel mates that are checked-in also or nearby. In short, Smart Arrival saves you time. Instead of you having to open the app and manually search where you are, the app says “Hey, you’ve arrived at Sunny Acres Caravan Park – here’s what’s happening here.” It’s like a gentle nudge that “you’re here, and here’s what VanLife Connect can offer you at this spot.” Nomads often arrive at a park unsure of what/who’s around – Smart Arrival answers that immediately.

It uses your device’s location services (GPS) in a smart way: The app has a database of mapped campgrounds and rest areas. It sets a geo-fence (a virtual perimeter) around these spots. Typically, when you enter within about 150 meters of a mapped location, it can trigger. To avoid false alarms (like just driving past a location on the highway), Smart Arrival also uses a speed and dwell filter. It will wait until it sees that you’ve stopped moving for a short time (for example, at least 10 minutes) within that geofenced area before it decides you’ve actually “arrived”. This way, it won’t ping you every time you merely pass by a campground – it tries to only trigger when you genuinely stop to stay. Offline capability: Smart Arrival is designed to work even if you have limited or no internet at that moment. The app can cache the location data and relevant listings in advance (when you have connection). So if you roll into a campground off-grid, it should still detect it and be able to show you cached information about that site. It will sync any new data once you’re back online. (For example, if there are new service listings added while you were offline, those will appear after it connects.) Technically speaking, you will need to grant the app permission to access your location, including background location, for Smart Arrival to function seamlessly. It’s using GPS cues, but rest assured it’s not constantly tracking your every move; it’s looking for specific “arrival” events, which is more battery-friendly.

Can I turn it off? Smart Arrival is completely optional. If you’re not comfortable with the app using your location in the background or you simply prefer to search manually, you can disable it:

If you arrive at a known location and nothing happens, or you’re in an unmapped spot: You can always use the app’s manual check-in. Simply open VanLife Connect, search for the campground/park name or find it on the map, and tap “Check In” manually. This will have the same effect as Smart Arrival – it will load up the local services and noticeboard for you. We ensure a manual option is available because technology isn’t foolproof (GPS might miss once in a while, etc.). There are a few reasons Smart Arrival might not fire: perhaps your phone’s GPS accuracy was low at that moment (common in bad weather or if the device was turned off), or you might have paused the app, or the location isn’t in our database yet. Don’t worry – just do a quick manual check-in and you’re set. If you’re at a place that you think should be recognized but wasn’t, feel free to let us know via the support or feedback in the app. We’re always updating our location database. In the meantime, you can still search and use the app features manually. Conversely, if Smart Arrival ever triggers when you’re just passing by and you don’t want it, you can simply dismiss it. It’s designed to minimize those “false alarms” (with the stopping-for-10-minutes rule), but there’s a slight chance it could pop up in a scenario it shouldn’t. Just close it – it won’t force you to check in.

Smart Arrival relies on GPS and location services, which are generally reliable but not perfect: GPS accuracy: Typically, GPS can pinpoint you within a few meters, but sometimes it can be off. Factors like your device’s quality, surrounding terrain (mountains, tall buildings), or weather can affect accuracy. This means Smart Arrival might very occasionally think you’re in a campground next door, or not realise you’ve moved into one if the signal is wonky. We do our best with geofencing, but expect the occasional glitch. Informational only: Think of Smart Arrival as a convenience feature, not a security feature. It’s there to enhance your experience, not to serve as official verification of your presence. (For example, if a park has its own check-in process, you should still do that – Smart Arrival’s check-in is just for the app’s content, not for the park management.) Our Terms note that location features are provided on a best-effort basis and might occasionally miss or misfire. Battery and data use: Continuously running GPS can drain battery, but Smart Arrival uses techniques to minimize impact (it’s not constantly tracking – it’s triggered by geofences). You might notice a slight increase in battery use with it enabled, but in our testing it’s been quite efficient. Similarly, it will use a bit of data to fetch listings when you arrive (unless those were cached offline). This is usually a small amount of data. If you’re concerned about battery or data, you can disable the feature or set the app to only use precise location when you open it. Mapped locations only: Smart Arrival works for places we’ve mapped. If you go truly off the beaten path (an unlisted bush camp), the app won’t magically know to trigger there because we don’t have it in our system. You can still search nearby towns or use the map to see services in the broader area. Privacy considerations: Your location trigger stays on your device until you act on it. We’re not broadcasting your precise location to others. If you have Travel Mates, they might see that you’re nearby (if you’ve allowed that), but otherwise your check-in is just used to fetch content for you. We respect privacy – location is used to help you, not to surveil you. You can always clear a check-in or disable location if you want to “go off the grid” for a bit. In summary, Smart Arrival greatly streamlines finding relevant info when you roll into a new spot, and most of the time it works without you having to think about it. Just keep in mind the usual caveats of any location-based service. And always feel free to use the app manually if needed. 11. Travel Mates

Travel Mates is a social feature within VanLife Connect that lets you connect and keep in touch with other travellers. Think of it like adding friends on the platform. When you become “Travel Mates” with someone, you can see each other’s travel updates (like when you’re nearby or heading in the same direction) and easily communicate to share your journey. It’s completely optional and separate from the service booking aspect – it’s more about community and friendship on the road. Travel Mates is free to use for everyone. In essence, Travel Mates helps you: Stay connected with friends you meet during your travels. Instead of losing touch after meeting at one campsite, you can add them as a Mate and keep chatting or plan to meet up again down the road. Discover new friends on the same route. The app can show you if any of your Travel Mates (or possibly other users who allow it) are nearby or heading to a destination you’re also going to. This can encourage meetups or convoys. Share your journey: You might be able to share itineraries or see an approximate location of each other (only with permission). For example, you might see “Alex (your travel mate) is 50km away, traveling north towards Broome” – handy to know if friends are catching up or if someone you know is at the same campground.

Typically, you send a Travel Mate request through the app: If you meet a fellow traveller you get along with, you can search for their profile or find them in the app (some locations might show a list of other users checked-in, depending on privacy settings). On their profile, there will be an option like “Add Travel Mate” or “Send Friend Request.” Once you send it, that person will receive a notification and can accept or decline. If they accept, you become Travel Mates (it’s a mutual connection, both of you have to agree, similar to a friend request on social media). You can also receive requests from others. If someone sends you a Travel Mate invite, you’ll be notified and you can choose to accept or ignore it. It’s wise to only add people you’ve interacted with and trust to some extent – since being Travel Mates might share certain info about your travels with each other, you want to be comfortable with them.

By design, Travel Mates share more info with each other than strangers do, to facilitate meetups and communication: Location/status visibility: If you have location services on, your Travel Mates might see when you’re checked in somewhere or roughly where you are. For example, they might see a note that “You are currently at Alice Springs” or “Travelling near Byron Bay” if you’ve allowed location sharing. It won’t usually show your exact campsite number or anything ultra-specific – just general location or the fact you’re in the area. You can configure this in settings and you can always toggle your check-in off if you don’t want to broadcast your whereabouts.) Profile info and contact: Travel Mates can of course see your basic profile (name, photo, bio, badges) like anyone. The in-app chat is always available between Travel Mates. All of this is reciprocal – your mates see yours, you see theirs. If at any time you’re not comfortable, you can adjust your privacy or un-friend (remove) a Travel Mate. The feature is meant to enhance fun and friendship, not to intrude on privacy, so you remain in control.

No, your list of Travel Mates is private to you (and similarly for others). It’s not like everyone knows who’s friends with whom – it’s a personal connection list in your account. Conversations between you and your Travel Mates via the app are private one-on-one chats (or group chats if you create a group of mates). They are not visible to anyone else except the participants.

Absolutely. Making and keeping friends should not cost anything. The Travel Mates feature is provided to enrich the VanLife community experience at no charge. There are no limits on how many mates you can have (within reason), and no fee to send or accept requests. We encourage travellers to use it to build a network – many great friendships are formed on the road!

Travel Mates is a mutual connection – both people agree to it. Messaging in the app might be restricted if you are not connected (for instance, you usually can’trandomly message strangers unless it’s about a booking). By becoming Mates, you open a line of communication. It’s more akin to being friends on Facebook or part of a whats app group chat versus just following someone on Instagram. Also, Travel Mates is specifically for travel context, so the app uses that connection to do things like notify you when friends are nearby. It’s not just a static list – it actively enhances your travel experience by linking it with your friends’ journeys.

Yes. If you no longer want someone in your Travel Mates list, you can remove them. They won’t be notified explicitly that you removed them, but they may notice that your status info is no longer visible and that you appear not connected. If someone is bothering you or you had a falling out, you can also block them. Blocking will prevent them from contacting you or seeing your profile details at all. Use blocking if simply removing them isn’t enough (for example, if they might still try to send messages or requests). The platform wants you to feel comfortable – you curate your mates list.

Only connect with people you’ve met or interacted with enough to trust. While the vast majority of travellers are wonderful, use common sense. If you get a random Travel Mate request from someone you don’t know, you should not accept. Communicate your boundaries. Even among friends, everyone has different comfort levels. If you’re a very private person, you might use Travel Mates just for messaging and not share real-time location – and that’s fine. You could, for example, tell your travel buddies “I’ll reach out when I’m heading your way” rather than relying on the app’s notifications. Use it to enhance your trip: Maybe you made friends at one caravan park and you realize your paths might cross again – Travel Mates will help you see that opportunity. Or if you’re feeling a bit isolated, check if any of your mates are nearby for a catch-up. Respect privacy: Just because someone is a Travel Mate doesn’t mean they owe you their constant attention or travel plans. Don’t be offended if a friend turns off sharing for a while or if they choose not to meet up every time. Travel Mates is a tool for connection, but everyone manages their journey differently. Overall, Travel Mates is about camaraderie on the road. Many users find it heartwarming to know there’s a familiar face not too far away, or to share milestones (“made it to the tip of Cape York!”) with friends who get the lifestyle. It turns a solo adventure into a shared experience whenever you want it to. 12. Cancellations, Refunds & Disputes

If you need to cancel a confirmed booking, you can do this in the app: • Open your booking details and select Cancel Booking
• You may be asked to select a cancellation reason
• Confirm the cancellation Refunds depend on when you cancel: Cancelling more than 24 hours before the service start time
• You receive a full refund of the service price
• The Provider is not paid
• No platform fee applies Cancelling within 24 hours of the start time
• The normal rule is that no refund applies because the Provider has held the time for you
• However, you can submit a Request Free Cancellation to the Provider during the cancellation flow
• The Provider can choose to accept or decline
• If the Provider accepts, you will receive a refund of the service price
• The platform fee will still be charged
• If the Provider declines, the original no-refund rule applies and the Provider will receive the payout Valid Reasons
If you cancel within 24 hours due to a genuine emergency such as illness, a vehicle breakdown or a family issue, contact support. If accepted as a Valid Reason, a refund may still be issued even if the Provider has not agreed. We may request reasonable evidence. Platform Fault
If the cancellation is caused by a technical fault with the app or payment processing, we will ensure you are not unfairly charged. When you cancel, the Provider is notified straight away so they do not attend unnecessarily. Frequent last-minute cancellations may affect your Campfire Score. If you are a Provider, see the Provider cancellation rules as they differ from Traveller rules.

If a Provider cancels your booking, you will always receive a full refund of the service price. Travellers are never penalised for a Provider cancellation, whether it is early or last-minute. Once the Provider confirms the cancellation, the refund is processed immediately (timing depends on your bank). You can then book another Provider, and the app may suggest suitable alternatives in your area. Provider cancellations within 24 hours
Short-notice cancellations are taken seriously. While you are fully protected financially, the Provider may face account consequences designed to maintain a reliable community. These may include:
• A negative impact on their Campfire Score
• Lower placement in search results
• Temporary restrictions
• Suspension if it becomes a pattern Our aim is to keep last-minute disruptions rare. Provider no-show
If the Provider does not turn up at the agreed time and location, and has not cancelled in the app, this is treated as a Provider No-Show. What to do:
• Try contacting the Provider through the app
• A 15-minute grace period applies
• If there is no response or attendance, you can mark the no-show in the app or contact support What happens next:
• You receive a full refund
• The booking is closed
• The Provider will almost certainly receive an account strike, and repeated no-shows may lead to suspension or removal from the platform Leaving an honest review is encouraged so others are aware of the experience. Summary
If a Provider cancels or fails to show up, you will not lose any money. We understand the inconvenience it can cause, and we actively monitor and take action against Providers who cancel or no-show repeatedly to keep the marketplace trustworthy for everyone.

If a Traveller doesn’t arrive for a confirmed booking, we treat it as a Traveller No-Show. A Traveller No-Show means:
• They are not at the agreed location within 15 minutes of the start time, and
• They are not responding to messages or calls through the app. What Providers should do
• Try contacting the Traveller through in-app chat or call
• Wait for the 15-minute grace period
• If there’s still no response, mark the Traveller as a No-Show in the app Once you report the no-show, you can leave. You’re not expected to wait any longer. What happens with payment
If the Traveller is a confirmed no-show:
• You, as the Provider, are paid in full for that booking
• The Traveller does not receive a refund
• The platform fee is charged to the Traveller (this happens automatically) This recognises that you set aside time for the job and were ready to work. Impact on the Traveller
A no-show affects the Traveller’s Campfire Score and will likely result in negative reviews from the Provider. Repeated no-shows can lead to account restrictions or suspension. If a Traveller has an emergency, they should cancel or message the Provider as soon as possible. Communicating is always better than disappearing, and avoids the no-show penalty.

When a refund is issued (due to cancellation or dispute resolution), it is processed through Stripe back to the original payment method. We initiate refunds immediately on our end when applicable, but your bank or card provider may take a few days to post the money back to your account. In general: Expect about 2–5 business days for a refund to appear on your credit/debit card statement. Often it’s faster, but it can vary by bank. You will get an email confirmation of the refund from VanLife Connect or Stripe when it’s processed, so you have a record. If you used a non-card method (e.g., Apple Pay), it still ultimately goes back to the underlying card or account that funded it, with similar timing. If a charge was pending (for example, you requested a booking that wasn’t accepted and then it was auto-cancelled), that wasn’t a captured charge and will simply not finalize. In those cases, you might see the pending charge drop off your statement in a few days, but no money is actually taken. In short, refunds aren’t instant on your statement, but they are on their way. If you have not seen a refund after a week, let us know and we can help track it. (Sometimes we can provide an ARN – Acquirer Reference Number – that your bank can use to locate the transaction in their system.)

If either party is unhappy after a completed booking – for instance, a Traveller feels the service wasn’t done properly, or a Provider believes they weren’t paid correctly or faced an issue – we have a dispute resolution process: Talk to the other party (Tier 1): We require that you first try to resolve the issue directly through the app’s messaging within 48 hours. Miscommunications can often be cleared up with a quick chat. Maybe the provider can fix a minor issue, or the traveller and provider can agree on a partial refund or solution. Most issues are resolved at this stage. Formal dispute submission (Tier 2): If no resolution is reached within two days, either party can escalate the matter to VanLife Connect support as a formal dispute. In the app, this usually means clicking “Report an Issue” or similar for the booking, and providing details of the problem. You’ll be asked to outline what happened and what outcome you seek, and to upload any evidence (photos of poor workmanship, screenshots of chat, etc.). Platform review (Tier 3): Our dispute team will review the case. We aim to do this within 5 business days after all info is submitted. We’ll look at the booking details, the chat history, evidence provided by both sides, and our policies. We may also contact each party for any clarifications. Decision and resolution: VanLife Connect will make a determination based on the facts. We focus on clear-cut issues: for example, if a Provider failed to show up or a Traveller didn’t pay or violated terms, those are straightforward. We do not arbitrate the quality of services in fine detail – we aren’t experts in, say, car repair or hair cutting, so we won’t judge if a job was done “perfectly.” But we will step in if a service was not delivered at all, or if it’s clear the Provider significantly deviated from what was agreed. Our resolution might involve a full or partial refund, a credit, or in some cases allowing a re-do of the service (if both parties are amenable). If platform rules were broken, we might also take action on the user’s account. Funds on hold: While a dispute is ongoing, any funds for that booking remain in escrow (they won’t be released to the Provider until it’s resolved). This ensures we can return money if needed or pay the provider once a decision is made. Outcome enforcement: Once we decide, we’ll notify both parties of the outcome and the reasoning. If a refund is awarded, we process it to the Traveller’s card. If a payment is upheld to the Provider, we release it to them. We consider the dispute closed at that point. Throughout the process, we strive to be neutral and fair. We know these situations can be frustrating, but we ask both Travellers and Providers to remain professional and responsive during the dispute process. Provide any requested info quickly to help resolve it faster.

In the case you believe our resolution is wrong or unfair, you do have the option to seek external remedies. VanLife Connect’s dispute resolution is an internal process, and while we hope it will resolve most of issues, it doesn’t limit your legal rights. If you’re still unhappy: A Traveller can consider filing a chargeback with their credit card issuer for the transaction (though if we’ve already adjudicated and refunded accordingly or provided evidence of service, be aware the bank will also evaluate the case). Either party can approach local consumer protection agencies or tribunals (e.g., lodge a complaint with Fair Trading or similar). Mediation or legal action in court is also an avenue, though typically for small sums this isn’t practical and we hope to avoid that. Our Terms require that you give our internal process a go first (which is generally faster and less formal than courts). We truly aim to resolve things to mutual satisfaction when possible. It’s worth noting that our platform’s interest is to be fair – we want Travellers to feel protected from shoddy service and Providers to feel protected from unreasonable clients. We do not favor one side inherently. And because we hold the payment in escrow, we can often facilitate a compromise (like a partial refund) efficiently. Ultimately, know that you have rights under Australian Consumer Law that cannot be excluded. The dispute process is there to help enforce those rights and our platform policies in a streamlined way. Of course, we’re always open to feedback on how to improve our dispute resolution as well. 13. Payments, Fees & GST

Our platform uses a simple fee structure: Service Fee (Commission): VanLife Connect charges Providers a 10% commission on each completed booking. This percentage is calculated on the total price of the service. It is deducted from the payout to the Provider. No fee for Travellers: Travellers do not pay any add-on platform fee beyond the listed service price. The price you see for a service is what you pay (inclusive of any GST if applicable). We don’t add booking fees or surcharges on top for the Traveller. Payment Processing Costs: Stripe Connect fees (currently about 1.75% + A$0.30 per transaction) are deducted from the Provider’s payout. (In other words, Providers bear the processing cost, similar to how a merchant pays a card fee.) These are separate from the 10% platform commission. Example: If a service is priced at $100, the Traveller pays $100. Of that, $10 is the 10% platform commission, and roughly $2.05 is Stripe’s fee for processing (assuming an Australian card). The Provider would receive about $87.95 in that case. (We provide a detailed breakdown in the app’s payout info so Providers can see this clearly.) No listing or subscription fees: We do not charge anything to create an account or list your services. Browsing the marketplace and posting on the noticeboard are free. The only time money is taken by the platform is when a booking is successfully completed (via the commission), or in rare penalty cases like late cancellations as discussed. Our business model is purely commission-based.

Payments are handled through our integrated partner, Stripe, which is a secure payment processing platform. Here’s the flow: A Traveller enters their payment details (credit/debit card or mobile wallet) when making a booking request. Stripe securely stores and processes this information (VanLife Connect itself does not store your full card number; it’s handled by Stripe). When the booking is confirmed (accepted by the Provider), the Traveller’s card is charged for the full amount. You’ll see this as a charge from VanLife Connect (or Stripe) on your statement. That money goes into a temporary escrow account (the “Payment Vault”) managed by Stripe on behalf of VanLife Connect. Neither the Provider nor the Traveller can access it until the job is done (unless a cancellation triggers a refund). After the service is completed and both parties tap “Complete” (or the completion window passes with no dispute), the escrowed funds are split and distributed automatically: the Provider’s payout (minus fees) is sent to the Provider’s linked bank account, and the platform’s 10% commission is allocated to us. If a dispute arises, the funds remain on hold until it’s resolved. Stripe then initiates the transfer to the Provider. Providers will typically see the deposit in their bank in 1-2 business days (depending on the bank’s processing times) after release. Providers get an email notification of payout as well. Travellers receive an email receipt for each payment. Providers can see a record of all transactions in the app, which serves as a ledger of earnings and fees. All payments on VanLife Connect must go through this system. This ensures that they are traceable, protected, and meet our terms of service. Paying in cash or other means is against our policies because it circumvents these protections (and as mentioned, you lose any guarantee or support if you do).

We accept major credit and debit cards (Visa, MasterCard, Amex, etc.) as well as popular mobile wallet payments like Apple Pay and Google Pay. The checkout in the app will present available options. All transactions are in Australian Dollars (AUD). If your card is from a foreign bank, it will still be charged in AUD (your bank may do a currency conversion on your end). We currently do not support PayPal or direct bank transfers for booking payments – sticking to card-based payments helps us streamline the escrow process and keep protection in place. For Providers receiving money: payouts are made via bank transfer to the Australian bank account you link during signup (through Stripe Connect). Make sure you provide correct BSB and account numbers so there’s no delay or misdirection. If you update your bank details, do so in the app’s payout settings before your next booking completes to ensure funds go to the right place. Stripe may send a quick verification (like a $0.01 deposit or so) when you add a new bank – follow any instructions for verification to avoid payout holds.

You don’t always need an ABN to offer services on VanLife Connect. If you are not running a business and only doing occasional or hobby-style jobs, an ABN is not required. If you earn income regularly or operate as a business (even a small side business), it is recommended that you get an ABN. When you provide an ABN, it will appear on the invoices the platform issues for your jobs. How invoicing works:
• If you have an ABN, the system issues a Tax Invoice for each completed job
• If you do not have an ABN, the system issues a Standard Invoice (no ABN, no GST)
• You can add or update your ABN at any time in your profile GST rules:
• You only need to register for GST if your business turnover is $75,000 or more per year, or if you choose to register voluntarily
• If you are GST-registered, you must include GST in the price you set
• If you are not GST-registered, your prices are GST-free
• VanLife Connect does not add GST on top for you – the price you enter is the price the Traveller pays Commission fee invoices from VanLife Connect:
For every completed booking, VLC issues Providers a tax invoice for our commission fee at the time of payout.
This invoice:
• Shows the 10% platform commission
• Shows the GST included in that commission
• Allows GST-registered Providers to claim the GST on our fee as an input tax credit This does not affect your own service price or your invoicing to Travellers. It simply reflects the GST component of our commission to you. Tax reporting:
VLC reports your gross earnings to the ATO under the Sharing Economy Reporting Regime. You must still keep your own records and declare all income in your tax return. 14. Privacy & Data

We collect only the information we need to provide and improve our services. This includes: Account details: When you sign up, we ask for basics like your full name, email address, and mobile number. We also record your date of birth (for age verification and eligibility). Profile information: Any details you add to your profile (bio, profile photo, skills, etc.) are stored. If you’re a Provider, this might include your listed qualifications and documents like insurance certificates or trade licences that you upload. Location data: If you enable location services, we collect location info to power features like Smart Arrival and showing you nearby listings. Financial information: We don’t store your credit card numbers ourselves, but our payment processor (Stripe) collects your payment details when you enter them. We do keep transaction records (what you paid or earned and when) for receipts and dispute resolution. We will record your ABN and GST status that you provide. Usage data: Like most apps, we automatically log certain technical info – e.g. your device model, app version, IP address, and how you navigate the app. This helps us troubleshoot issues and understand usage patterns (for example, to improve features). Communications and content: If you send messages via the in-app chat, post on the Noticeboard, or leave reviews, those are stored on our servers (we need to store them so they’re viewable to others and for safety checks). If you contact customer support, we’ll keep that correspondence too. In summary, it’s the information you actively provide, plus some device and usage info, and anything needed for verification or legal compliance.

We use your information to run VanLife Connect safely, smoothly and in the way you expect. Here’s what that means in practice: Operating the platform – We use your details to make the app work:
• Create and manage listings and bookings
• Process payments and refunds
• Show basic profile and verification details to other users so they know who they’re dealing with Location features – If you turn on location services, we use your location to:
• Trigger Smart Arrival when you enter a park or rest area
• Show nearby services, Travel Mates and noticeboard posts
• Improve search results by showing local options first Safety and security – We use identification details to:
• Verify users and prevent fake or banned accounts
• Reduce fraud and keep the community safe
• Investigate disputes or reports when needed Notifications – We use your email and device notifications to send you essential updates, such as:
• Booking confirmations
• Chat messages
• Reminders and Smart Arrival prompts If you opt in to newsletters or promotions, we use your email for those too. You can unsubscribe at any time. Improving the app – We look at app usage patterns in aggregated form to understand:
• Which features people enjoy
• Where users get stuck
• How to improve the app Legal and compliance – Some information is used to meet our legal obligations, including:
• Reporting Provider earnings to the ATO
• Satisfying identity and fraud-prevention requirements (for example, for Stripe payouts)
• Enforcing our Terms & Conditions Handling rule breaches and disputes. If there’s a complaint or dispute, we may review relevant data (such as messages, booking details or profile information) to understand what happened and decide what action to take. What we don’t do
We do not sell your information to marketers or unrelated third parties. All use of your data is strictly connected to operating and improving VanLife Connect.

Your personal data is shared in a controlled way: Other users: By default, other users see only what you’d expect – your public profile information (first name, profile photo, badges, rating, etc.) and whatever is needed for a transaction. For instance, when a booking is confirmed, the Traveller and Provider may see each other’s full names and perhaps a masked phone number to facilitate meeting up. Your reviews are visible to others, and if you post on a Noticeboard, those posts are visible to all checked-in users at that location. Third-party service providers: We rely on reputable third parties to help run the platform. For example, Stripe processes payments, so it gets the necessary billing info (card numbers, billing name/address) to charge cards. If we use an identity verification service (e.g., to scan your ID), that service will handle the documents you provide. We also use cloud hosting services (to store data), email/SMS services (to send verification codes and notifications), and analytics tools. These providers are bound by contracts to only use your data to provide services to us – they can’tuse it for their own purposes or share it further. Legal or regulatory disclosures: If required by law, we may disclose data to authorities. No selling of data: We do not sell your personal information to third parties for marketing purposes. Any data sharing is strictly for the operation of the platform or compliance. In short, we share data on a need-to-know basis – primarily with the services and partners that make VanLife Connect function, and with authorities if legally compelled. Your privacy is important to us.

Location-based features like Smart Arrival and Travel Mates are under your control. You can turn off location services any time via your device settings or in-app toggle. You can also selectively disable Smart Arrival within the app without turning off all location usage. We only use location for the features you expect, like showing nearby services, posts and mates.

We take security seriously and employ a range of measures: Encryption: Our app and website use HTTPS, which means data transmitted is encrypted. Your password is stored hashed (not in plain text), and sensitive info like ID scans are stored securely (with encryption at rest on our servers). Secure payments: As mentioned, payments are handled by Stripe, a PCI-compliant processor, so your card details go directly to Stripe’s secure systems. We never see or store your full card number. Authentication & sessions: We have protections against unauthorized access – if we detect suspicious login attempts, we may prompt for re-verification. We also have session management; if you log in on a new device, your old sessions might be logged out for safety. (Always use a strong, unique password for your account to further protect it.) Data retention & deletion: We keep your data only as long as needed. If you delete your account, we delete personal info per our Privacy Policy (except what we must retain for legal reasons). We have protocols for safe data disposal. Breach response: Though we work hard to prevent it, if a data breach ever occurred, we have a response plan. Under the Notifiable Data Breaches scheme, we’d notify affected users and the OAIC if a breach is likely to result in serious harm, and we’d take steps to contain and remedy it. No platform can guarantee 100% security, but we adhere to high standards and continually update our safeguards to protect your information. 15. Technical Issues & Troubleshooting

If you’re signing up or resetting a password and the confirmation SMS or email doesn’t arrive: Email: Check your spam or junk folder – sometimes the verification email lands there. The email will be from VanLife Connect; mark it “Not Spam” if you find it. Ensure you entered the correct email address (typos happen!). If not, correct it and resend the verification. If you still see nothing, wait a minute or two and then tap “Resend” in the app. SMS: Make sure you entered your full international phone number correctly (for Australian numbers, include the leading 0 or +61 as needed). Sometimes SMS can be delayed if network coverage is spotty. Give it a couple of minutes. If you don’t get it, use the option to resend the code. If you requested multiple codes, only the latest one will be valid. Also, ensure your phone isn’t blocking texts from unknown numbers. As a workaround, you can choose a different verification method if available (for example, use email instead of SMS or vice versa) to get through the sign-up and then update your contact info later. If all else fails, contact support.

First, make sure you have the latest version of the VanLife Connect app installed. We frequently release updates with bug fixes. If the app crashes: Update: Go to the App Store or Google Play Store and check for updates. If an update is available, install it and try again – the issue might have been resolved in a newer version. Restart the app/device: Sometimes memory issues cause crashes. Fully close (swipe it away) the app and reopen it. If that doesn’t help, try rebooting your phone or tablet. Clear cache/data (if on Android): You can go to your device Settings -> Apps -> VanLife Connect -> Storage -> Clear Cache. (Don’t hit Clear Data unless you want to log in again fresh – Clear Cache is safe and often helps performance.) Reinstall: If the problem persists, uninstalling and reinstalling the app can reset things. Be sure you know your login credentials before doing this, as you’ll need to log in again. Check device storage/OS: Ensure your device isn’t low on storage, and that your OS is reasonably up to date. Extremely old operating system versions might have compatibility issues. If the app is still consistently crashing after these steps, please contact us with details: what phone model and OS you’re using, and what action caused the crash (if you notice a pattern, e.g., “It crashes every time I tap on a particular listing”). We will look into it promptly – stability is a top priority for us.

If you’re a Traveller trying to pay for a booking and it fails: Double-check the card details you entered (card number, expiry, CVC). A single digit off will cause a decline. Ensure your card hasn’t expired and has sufficient funds or credit limit available. Sometimes banks flag unfamiliar or online transactions. You might receive an SMS or app notification from your bank to verify the charge. Approve it if so. Or call your bank’s support to make sure they aren’t blocking the payment. Try a different payment method if you have one (another card, or Apple Pay/Google Pay). This can pinpoint if it’s an issue with a specific card. If you’re overseas or using a card from another country, let your bank know to approve international charges (though the charge is in AUD, foreign banks might still need confirmation). Rarely, Stripe’s risk system might decline a transaction for security reasons (if it suspects fraud). You may try an alternate card in the meantime. For Providers: if a Traveller’s payment failed, the booking won’t confirm. You should not proceed with a service unless the booking is shown as confirmed in the app. Encourage the Traveller to follow the steps above. Do not accept cash; instead, perhaps reschedule once they sort out their payment method. If the issue persists, advise them to contact support.

If none of the self-help steps solve your issue, or if you encounter something that requires our attention: In-app Help: Use the VanLife Connect in-app help centre. Check the menu for a “Help & Support” or “Contact Us” option to send us a message directly. Email: You can send a detailed email to our support team at support@vanlifeconnect.com.au (or the support contact listed in the website). Include your account email, a description of the problem, and any relevant screenshots. We aim to reply promptly. Provide details: When reporting an issue, the more specifics you give, the better. Let us know your device model (e.g., “iPhone 11 iOS 15” or “Samsung S21 Android 12”), the approximate time it happened, and steps to reproduce the problem if you know them. For example, “The app crashes every time I try to upload a profile picture of type PNG.” These clues help us isolate and fix issues faster. 16. Account Management

If Smart Arrival isn’t triggering when it should, or the app isn’t detecting your location: Permissions: Double-check that you granted the app location permission. On iPhone, you may need to set it to “Always Allow” if you want background arrival detection. On Android, ensure location is allowed and that battery optimization isn’t preventing background GPS. Device settings: Make sure your phone’s GPS is turned on. Some devices have a “High Accuracy” mode for location – use that for better results. Also, if you’re in Airplane Mode (with GPS off) the device might not get a satellite fix. Connection: If you’re completely offline (no Wi-Fi or cellular data) and you haven’t been to the area before, the app might not have the map data to know about that location yet. Smart Arrival has an offline cache, but it helps if you open the app when you have connection earlier so it can preload data for your destination. If offline, you might need to manually search and check in. Background usage: Some phone models aggressively kill background apps to save battery. If Smart Arrival never works in background, check your phone’s settings for battery optimization/power saving and make an exception for VanLife Connect (especially on certain Android phones like Huawei, Xiaomi, etc.). This will allow the app to run the geofence service. If location services still seem wonky, try using another map app to see if it’s a general GPS issue or specific to our app. If your phone’s GPS is not working in general (e.g., Google Maps can’tfind you), that indicates a device issue. A device reboot or toggling GPS off and on might help. As always, report the issue to us if it persists. Include your device model and OS, and any pattern you notice (e.g., “Smart Arrival worked at two places but not at Site X”). We can investigate if there’s a mapping issue on that particular location or a bug affecting certain devices. I’m not getting push notifications or messages until I open the app. If you find that chat messages, booking alerts, or other push notifications aren’t coming through: Notification settings (app): In VanLife Connect, go to Settings -> Notifications. Ensure that the types of notifications you want are enabled. It’s possible you toggled some off. Notification settings (device): Check your phone’s settings to make sure notifications for VanLife Connect are allowed. Sometimes users accidentally deny notification permission. On iOS, look under Notifications -> VanLife Connect. On Android, look under Apps -> VanLife Connect -> Notifications. Make sure they’re enabled and not set to silent. Do Not Disturb / Focus mode: If your phone is in Do Not Disturb mode or a scheduled quiet time, notifications may be suppressed. Ensure you haven’t silenced notifications system-wide. Battery optimization: Similar to the GPS issue, on some Android phones, if the app is not allowed to run in background, you might not get notifications until you open it (because the phone put the app to sleep). Disable strict battery optimization for the app. Re-login: Occasionally, notification tokens can expire. Logging out and back in can refresh the link to your device for pushes. Use this as a last resort if other steps fail. Reinstall the app: If none of the above works, a reinstall can reset the push notification registration. If you still face issues, please email support. It would help to mention your device and OS, and whether any notifications come through or none at all. We’ll work with you to diagnose it. Our aim is that you reliably receive all important alerts (messages, booking updates, etc.) in real time. The app is showing incorrect data or I suspect a bug (something just isn’t right). If you see wrong information (like a service listing not updating, or a UI element that looks broken) or the app behaves oddly: Try pulling down to refresh the relevant screen (many lists in the app can be pulled to refresh). Log out and log back in. This can clear cached data and fetch a fresh set. If it’s a specific listing or page, it might be a data sync issue – especially if you were offline. Most data will sync once you’re online. If a booking or message isn’t showing up, give it a moment after reconnecting to internet; the app should update. Check if you and the other user are on the latest version. For example, if a message isn’t delivered, ensure you haven’t lost connectivity. Messages will send once you have signal again. Sometimes what looks like a bug could be a misunderstanding of a feature. Feel free to reach out and ask. For instance, “I expected X to happen, but instead Y happened – is this a glitch or by design?” We’re happy to clarify. If it’s clearly a bug (e.g., app crashes when tapping a certain button, or a number is mis-calculated on screen), please report it to us. Use the Help/Feedback section in the app if available, or email with a description. Screenshots or screen recordings are incredibly useful if you can capture the issue. The more details, the faster we can fix it. We test thoroughly, but with so many device types and use cases, bugs can slip through. When you report them, we prioritize fixing critical bugs asap (often in the next update). Your feedback helps make the app better for everyone.

To edit your profile information, open the app and navigate to your profile page (often found by tapping your profile picture or name in the menu). In edit mode, you can typically change: Profile photo: Tap the photo area to take or choose a new picture. A clear, friendly photo is recommended. Display name: By default, we use the name you signed up with (usually first name). If you need to correct spelling or prefer a nickname, you can edit it here. (Use your real name or a common name you go by – remember, using a fake name would undermine trust.) Bio or description: You can rewrite your bio to reflect new info or just to freshen it up. Skills or tagline: If the app lets you list specific skills or a short tagline, you can update those as well. Location/Home Base: Some users like to mention where they’re from or currently based (optional). All changes should be saved by tapping a Save/Done button. Other users will immediately see the updated info. Other than the name and photo, most fields are optional – but the more complete your profile, the more trust you’ll build.

If you get a new email or phone number, it’s important to update it so you don’t miss notifications: Go to account settings (often under something like Settings -> Account or Profile -> Edit Contact Info). Enter the new email or phone. The app will likely send a verification code or link to the new contact to confirm it’s really yours. Once verified, the new email/phone will replace the old one on your account. Note: You cannot use one email/phone on two accounts. Each account needs a unique email and phone number.

If you forgot your password: On the login screen, tap “Forgot Password”. Enter your registered email. We’ll send a password reset link to that email. Click the link and follow instructions to set a new password. If you don’t see the reset email, check spam. Make sure you enter the exact email you signed up with. If you don’t have access to that email anymore, contact support – we will verify your identity through other means and help update your email and reset the password. If you know your password but want to change it: Go to your account settings/security settings when logged in. There should be an option “Change Password.” Enter your current password and then the new password twice to confirm. Choose a strong password that you haven’t used elsewhere. After changing, you’ll likely be asked to log in again with the new password.

When you first set up as a Provider, you would have entered bank details through our payment partner (Stripe). To change those: In the app, navigate to Payment Settings or Payout Preferences. This might redirect you to Stripe’s secure portal where you can manage your bank info. Enter your new BSB and Account number (for Australian banks) or update details as needed. Double-check for typos – a wrong number can delay your payouts. Save the changes. We recommend updating bank info only when you don’t have an immediate payout pending, to avoid any mid-transfer confusion. Stripe might do a micro-deposit verification for new accounts in some cases – follow any instructions they give. Note: The name on the bank account should match the name you’ve given to Stripe (usually your legal name from verification) to prevent payout failures.

No – our terms prohibit sharing accounts or creating duplicate accounts. Each person should have their own account: One person, one account: Your account is tied to your identity and verification. Sharing login info with a friend or partner is not allowed (and can be risky). If you travel as a couple or team, each of you can have an account and you can mention in your bios that you work together, for example, but you shouldn’t use one account for two people. No duplicate accounts: Don’t create a second account to circumvent some restriction or to start over with a clean slate without addressing issues on your first account. If you’re having problems (like bad reviews), it’s better to improve that than to reset with a new account – duplicate accounts may be flagged and removed. If we detect two accounts controlled by the same person, we may ask you to choose one to keep and deactivate the other. This is to maintain trust and transparency in the community. Also, never share your login credentials. You are responsible for all activity on your account. If you have a co-pilot (like your spouse helps manage your bookings), you might both log into the same account on your devices, but be cautious – all actions either of you take will appear under the one profile. It’s generally better each adult has their own profile and you link as Travel Mates or simply coordinate outside the app.

If your account has been suspended (temporarily blocked) or deactivated (closed) by VanLife Connect, it’s usually due to a breach of our Terms or a safety concern. For Providers: You should have received an email explaining the reason for the suspension and any steps you need to take. In cases of minor issues, we might suspend pending some action (e.g., provide a missing document, or resolve a dispute). If you believe the suspension was a mistake or you’ve addressed the issue, contact us via reply to that email or at support. We do have an appeals process. We’ll review your case, and if appropriate, we may reinstate your account (sometimes with conditions, like agreeing to certain guidelines). For serious violations (fraud, violence, severe harassment, illegal activities), the deactivation may be permanent. We prioritize community safety, so some decisions are final. However, you can still inquire about the status or request a review if you have new information – we will listen. Note that if your account is deactivated, you cannot simply create a new one. That’s against our rules and such accounts will be closed once linked. It’s better to resolve the situation with us through proper channels.

We’re sorry to see you go, but the process is straightforward: Go to Settings -> Account (or a section that says Account Management). There should be an option like “Delete Account” or “Deactivate Account.” Follow the prompts – typically, we’ll ask you to confirm (and perhaps give a reason, for feedback). Important: If you’re a Provider with active listings or pending bookings, please resolve or cancel those bookings first. Once you delete your account, you won’t be able to communicate through the app, and we don’t want Travellers to be left hanging. Ideally, finish any in-progress jobs or formally cancel them so Travellers get refunded, before deletion. When you delete your account, your profile will be removed from public view. Any active listings will be taken down. Your reviews given/received will either disappear or show as from a “Former User” (they won’t be tied to your name anymore). Data retention: We will erase your personal data as outlined in our Privacy Policy. Some data (like transaction records) we might retain for legal reasons, but it will be disassociated from your identity. If you ever return, you’d be starting fresh. Keep in mind deletion is irreversible. If you think you might use the platform again, you could simply log out and leave your account dormant. There’s no cost to keep it, and you’d preserve your history for when you return. But if you’re sure, deleting is your right and we’ll process it promptly.

In the app, under Settings -> Notifications (or a similarly named section), you can: Toggle which push notifications you receive: e.g., message alerts, booking requests, Smart Arrival prompts, noticeboard updates, etc. We recommend keeping critical ones on (like booking and message alerts). Opt in/out of the weekly newsletter and other marketing emails. There may be a checkbox for “Subscribe to newsletter” – you can uncheck it if you don’t want those updates, or vice versa. If at any point you unsubscribed from emails via an email link and want to resubscribe, you might need to contact support or check a box in your account settings again (the link in emails is one-click unsubscribe). On your device’s settings, you can also control how VanLife Connect notifications appear (banner style, sound, etc.) as described earlier in the troubleshooting section. 17. Legal, Insurance & Consumer Guarantees

VanLife Connect itself does not provide any insurance coverage for jobs or a guarantee of service outcomes beyond facilitating the process. We are a platform connecting you, not the service provider. This means: If you’re a Traveller and something gets damaged or someone is injured during a job, there isn’t a VanLife Connect insurance policy that automatically covers it. Any compensation would need to come through the Provider (for example, via their insurance if they have it) or through negotiation/dispute resolution between you and the Provider. We guarantee that we will handle payments securely and fairly, and we offer dispute resolution as described. But we don’t guarantee the quality of each service – that’s up to the individual Provider. That said, Providers are expected to perform services with due care and skill as a baseline. That expectation isn’t just our policy – it’s also part of Australian Consumer Law

For certain types of services, yes. Our Terms mandate that licensed trades (electricians, gas fitters, etc.) hold appropriate licenses and carry their own insurance. Providers must upload proof of these and we badge their profiles. For other services that aren’t legally regulated, holding insurance is recommended but not compulsory. As a Traveller, you will see on a Provider’s profile whether they have an “Insured” badge or a trade licence badge. If a job carries risk, you may want to opt for Providers who have these badges. If a Provider doesn’t have an insurance badge, it means either they haven’t provided us evidence or they don’t have it. You can still book them (it’s your choice), but understand you’d be proceeding at your own risk if something were to go wrong. VanLife Connect does not independently audit or warranty a Provider’s credentials. We rely on Providers to be truthful about their qualifications and on Travellers to use judgment. If we discover a Provider is offering regulated services without the proper licence or insurance, we will take action (up to removing them from the platform).

Australian Consumer Law provides certain non-excludable guarantees for services. These include that services will be carried out with due care and skill, fit for their purpose, and delivered within a reasonable time. These rights still apply when you book services through VanLife Connect: If a Provider seriously fails to meet these standards – for example, they do a very subpar job or don’t do it at all – you (as a consumer) have the right to seek a remedy. Typically, this starts with the Provider (they might offer to fix the issue or give a refund). Through our platform, this might be handled as a dispute where we facilitate a refund or other solution. Our Terms do not override or exclude your ACL rights. We explicitly mention that nothing in our contract removes those protections. So even if something isn’t strictly covered by our internal policy, you still have recourse under the law. That said, ACL rights would usually be enforced directly between the consumer and the Provider who provided the service (since VanLife Connect itself isn’t providing the service). For example, if a Provider’s service is not delivered with due care, the legal claim (if it came to that) would be against the Provider. VanLife Connect’s role is to help mediate and, if needed, provide information to you for your case. In practical terms, we advise using our internal dispute resolution first – it’s faster and cost-free – but it’s good to know you have broader legal protections. If a situation isn’t resolved to your satisfaction internally, you could contact your state’s consumer protection agency or small claims court. They would apply ACL to the case.

VanLife Connect’s liability is limited as per our Terms & Conditions. We act as a facilitator, not the provider of the actual services, and our Terms cap our responsibility to you. Specifically: We are not responsible for the actual work done by Providers or any injuries/damages that occur during that work, beyond what we have to do under law and our own policies. To the extent permitted by law, our total liability to a user is often limited to the amount of platform fees we earned from you (or providing the service again, etc.). We also disclaim liability for things like lost profits, lost opportunity, or other indirect losses. This is pretty standard in online platform terms. We include an indemnity clause: Providers agree to indemnify VanLife Connect for losses or claims arising from their own actions (meaning, if a Provider’s action causes a claim against us, the Provider should cover it). This is mainly to clarify that Providers are responsible for their own work and its consequences. In practice, we stand by our platform service – if a platform issue occurs (like a payment error on our end), we’ll make it right within the scope of our terms. But we don’t take on liability for the service transactions between users beyond what our policies cover.

This is important and ties into insurance: Provider-caused issues: If a Provider causes injury or property damage, they can be held liable. Providers, this is why you need to operate safely and have insurance. For example, if you as a Provider accidentally break someone’s appliance beyond repair, you should either make it right (pay for a replacement) or claim it through your liability insurance. If a Traveller is hurt because of your negligence, your insurance (if you have it) would ideally cover it; otherwise, you could be personally liable. Traveller-caused issues: If a Traveller causes damage (for example, they provided faulty equipment that injures the Provider, or their pet bites the Provider), the Traveller could be held responsible. While our platform doesn’t have a formal mechanism for Providers to charge Travellers for damages, this could become a civil matter or insurance claim (perhaps under the Traveller’s home or travel insurance, if any). VanLife Connect’s role: The platform itself does not insure or accept liability for these incidents. We will assist with documentation: we have records of bookings, identities, communication, which can all be provided as evidence if needed. We can also facilitate contact between parties post-incident if needed for insurance or legal processes. But we are not an arbitrator of injury claims – that’s beyond our scope. If there’s a serious incident, it may be handled by insurance companies or legal claims outside the platform. Dispute resolution: If an incident affects the completion of the service, that can fall under a dispute on the platform (e.g., a Traveller might want a refund due to damage caused). We will handle the transactional side (like not charging or refunding for a job that went awry due to an accident). But compensation for the actual injury or damage would be up to the individuals involved. Take precautions: We encourage both parties to take reasonable precautions. Travellers, if you’re having someone do work on your van, ensure the area is safe and clear of hazards. Providers, use protective gear and safe practices. If a situation seems unsafe, either party should pause and address it before continuing. Insurance claims: After an incident, typically one or both parties will involve their insurance if available. For example, if a Provider accidentally causes a fire that damages a Traveller’s property, the Traveller’s caravan insurance might cover some of it and then subrogate against the Provider or their insurance. These processes can be complex and outside the platform, but we will cooperate with any investigations (providing logs, user details we have, etc., with proper legal requests).

Yes, very much so: We comply with the Fair Work Act 2009 as it relates to digital platforms. This means, for example, we have adopted the core principles of the Digital Platform Work Code – ensuring fair conditions for Providers. We treat Providers as independent contractors (no employment relationship), but we still provide transparency and due process for things like account deactivation. We adhere to privacy laws – it’s a legal requirement under the Privacy Act and we follow the Australian Privacy Principles in how we handle your information. We follow tax laws and reporting obligations – we’re registered for GST, we issue proper invoices, and we report to the ATO as required.

Our Master Terms & Conditions and Privacy Policy are always available: In the app, go to Settings -> Legal, where you’ll find links to these documents. On our website, links to Terms and Privacy are in the footer of every page. These documents cover anything not already discussed in this FAQ – or in more detail. For example, the limitation of liability clause, dispute process, fee structure, etc., are all spelled out in legal language there. Nothing in our Terms limits your statutory rights. The Terms are mostly about setting the rules of using the platform and allocating responsibilities clearly By using the platform, you agree to those Terms. In summary, VanLife Connect strives to create a framework that is fair and compliant: Providers and Travellers are given freedom and responsibility, and everyone’s protected by a combination of platform policies, community standards, and Australian law.