Terms and Conditions – FAQ

General Information

1. What is Mobile Massage and Wellness (MMW)?

   • MMW is a platform that connects customers with professional massage, beauty, and wellness service providers across Australia.

2. What is the website address for MMW?

   • The website address is www.mobilemassageandwellness.com.au.

3. Who owns MMW?

   • MMW is owned by INLMK Pty Ltd.

4. What services does MMW offer?

   • MMW provides a platform to connect customers with massage, beauty, and wellness service providers but does not directly offer these services.

5. How do I contact MMW?

   • You can contact MMW via email at info@mobilemassageandwellness.com.au.

6. What are the main sections of the Terms and Conditions?

   • The main sections include Terms of Services, Reimbursement Policy, and Website Terms and Conditions.

Registration and Client Accounts

7. How do I create a client account?

   • You can create a client account by registering through the MMW website or mobile app.

8. What information is required to create a client account?

   • You need to provide accurate, current, and complete information during registration.

9. What is the minimum age to register for an account?

   • You must be at least 18 years old to register.

10. What should I do if I forget my account password?

    • Follow the password recovery process on the website or app to reset your password.

11. Can I share my client account with others?

    • No, you cannot share your client account with others.

12. What happens if I share my account details?

    • You are responsible for all activities under your account, and MMW may terminate your account.

Booking and Payments

13. How do I book a service through MMW?

    • You can book a service by submitting an appointment request through the website or app.

14. How is the cost of an appointment determined?

    • The cost varies depending on the service provider, services provided, booking length, date, time, and location.

15. Are service rates subject to change?

    • Yes, service rates can change, and MMW is not obligated to notify you.

16. How can I pay for the services?

    • Payments can be made via credit card through MMW’s secure payment gateway.

17. Is there a surcharge for payments made by credit card?

    • Yes, payments made by Visa or MasterCard will be subject to a surcharge.

18. When is payment required?

    • Payment is required immediately upon acceptance of your scheduled appointment.

19. What happens if there are insufficient funds at the time of payment?

    • You will be contacted to resolve the issue, but if unresolved, your appointment will be canceled.

20. Who sets the payment surcharge?

    • The surcharge is set by the third-party payment provider.

Appointment Modifications and Cancellations

21. Can I modify my appointment date after payment?

    • Yes, but you must contact the service provider who accepted your booking request.

22. What is the cancellation policy?

    • You must provide at least 24 hours’ notice for a fee-free cancellation or change.

23. What happens if I cancel within 24 to 5 hours of my booking?

    • A 50% cancellation fee applies unless approved by the service provider.

24. What is the fee for cancellations within 5 hours of the appointment?

    • The full cancellation fee (100% of the service fee) applies.

25. What if the service provider needs to change my appointment?

    • The service provider will notify you directly of any changes.

26. Can I get a refund if my appointment is canceled?

    • Yes, if an alternative service provider cannot be secured, you may receive a refund.

27. What are the exceptions to the cancellation policy?

    • Full cancellation fees apply in certain situations, such as late arrival, denying access, or creating an unsafe environment for the provider.

28. What is Force Majeure?

    • It refers to unforeseeable circumstances beyond control that may delay or prevent service delivery.

Reimbursement Policy

29. When am I eligible for a reimbursement?

    • If a booking date and time cannot be confirmed by the service provider.

30. What if the service provider fails to show up?

    • You may be eligible for a refund if the service provider fails to arrive or complete the service.

31. How is the decision for reimbursement made?

    • MMW will defer to the customer’s direction and may require additional details before determining the reimbursement.

32. How long does it take to process a refund?

    • Refunds are typically processed within two business days of eligibility.

Website Terms and Conditions

33. What intellectual property rights does MMW retain?

    • MMW retains all rights to the website, including copyrights, trademarks, and other proprietary information.

34. Can I use MMW’s business name or trademark?

    • No, using or exploiting MMW’s business name, trademark, or any intellectual property is not allowed.

35. Does MMW collect information when I visit the website?

    • Yes, certain information like browser type and operating system is collected for analysis.

36. What happens if I click a link to a third-party website?

    • MMW is not responsible for the privacy practices or content of third-party websites.

37. Can MMW change the content on the website?

    • Yes, MMW reserves the right to modify, amend, or remove any content at any time.

38. What are the guidelines for posting reviews or comments?

    • Reviews and comments should not be defamatory, misleading, or contain obscenities.

39. Can MMW remove my reviews or comments?

    • Yes, MMW reserves the right to remove, edit, or modify any content that violates guidelines.

40. What happens to the content I post on the MMW website or social media?

    • The content becomes the property of MMW, and they have the right to use, distribute, and display it.

41. Who is responsible for the content posted by users?

    • Users are responsible for their content, and MMW is not liable for third-party content.

42. What should I do if I have concerns about a review or comment?

    • Contact MMW at info@mobilemassageandwellness.com.au with your concerns.

Account Security

43. How do I secure my client account?

    • Do not share your login details and restrict access to your account to prevent unauthorized use.

44. What if someone else uses my account?

    • You are solely responsible for all activities under your account.

45. Can MMW terminate my account?

    • Yes, MMW reserves the right to terminate your account at their discretion.

46. Does MMW store my credit card information?

    • No, credit card information is managed securely by a third-party payment provider.

Legal and Compliance

47. What law governs my use of the MMW website?

    • The laws of Queensland, Australia, govern the use of the website.

48. What is the jurisdiction for legal disputes with MMW?

    • Any legal disputes are subject to the jurisdiction of Queensland, Australia.

49. Does MMW guarantee the safety of services?

    • MMW makes no representations about the safety or quality of services provided by third-party providers.

50. Are service providers employed by MMW?

    • No, service providers are not employed by MMW and are independent contractors.

Platform and Service Providers

51. Who provides the massage and wellness services?

    • Services are provided by qualified third-party service providers.

52. How does MMW select service providers?

    • Service providers are accredited and part of the MMW network.

53. Can I choose my service provider?

    • Yes, you can select your preferred service provider during booking.

54. What if the service provider cannot fulfill the appointment?

    • MMW will attempt to secure an alternative provider, or you may reschedule or cancel.

55. What is the role of MMW in service delivery?

    • MMW acts as a platform to connect customers with service providers but does not directly deliver services.

Payments and Fees

56. What payment methods are accepted?

    • MMW accepts payments via credit card.

57. Are there any additional fees when booking a service?

    • Yes, a surcharge may apply depending on the payment method used.

58. Can I receive a refund if I cancel a booking?

    • Refunds are subject to MMW’s cancellation policy and the timing of the cancellation.

59. How is the service fee determined?

    • The fee is based on the service provider, services, booking length, and location.

60. Can service rates change after booking?

    • Service rates are confirmed at the time of booking and may change before booking.

Privacy and Data Security

61. What information does MMW collect from users?

    • MMW collects information like browser type, operating system, and browsing activity.

62. How does MMW use the information collected?

    • The information is used to enhance user experience and improve services.

63. Is my payment information secure?

    • Yes, payments are processed through a secure third-party gateway.

64. What should I do if I suspect a data breach?

    • Contact MMW immediately at info@mobilemassageandwellness.com.au.

65. Does MMW share my personal information with third parties?

    • MMW may share information with service providers as needed to fulfill services.

66. Can I request to delete my personal information?

    • Yes, you can request the deletion of your personal information by contacting MMW.

Dispute Resolution

67. How are disputes resolved?

    • Disputes are resolved under the jurisdiction of Queensland, Australia.

68. Can I seek legal action against MMW?

    • Legal action is subject to the terms and jurisdiction outlined in the Terms and Conditions.

69. What should I do if I have a complaint about a service?

    • Contact MMW at info@mobilemassageandwellness.com.au to file a complaint.

70. Is there an arbitration process for disputes?

    • Disputes may be resolved through arbitration as outlined in the Terms and Conditions.

Service Provider Responsibilities

71. What responsibilities do service providers have?

    • Providers must deliver services as described and agreed upon with the client.

72. Can service providers modify or cancel bookings?

    • Providers may modify or cancel bookings, but they must notify clients in advance.

73. What happens if a provider does not deliver the service?

    • Clients may be eligible for a refund or rescheduling if the service is not delivered.

74. Are service providers insured?

    • Yes, providers are required to have appropriate insurance coverage.

Client Responsibilities

75. What are my responsibilities as a client?

    • Clients must provide accurate information and follow the booking and cancellation policies.

76. What if I am late for my appointment?

    • Being late may result in a reduced service time or a cancellation fee.

77. Can I change the service details after booking?

    • Service details can be modified by contacting the provider, subject to availability.

78. What should I do if I am unhappy with the service?

    • Contact MMW to discuss your concerns and explore possible solutions.

Website Use and Content

79. Can I use content from the MMW website?

    • No, you cannot use, copy, or distribute content from the website without permission.

80. Are there restrictions on what I can post on the website?

    • Yes, posts should not be defamatory, false, or offensive.

81. What happens if I violate the website’s terms?

    • MMW may remove content, suspend your account, or take legal action.

82. Can I link to MMW’s website?

    • Linking is allowed, but MMW reserves the right to request removal of any link.

83. What should I do if I find inaccurate information on the website?

    • Contact MMW to report inaccuracies, and they will investigate the issue.

Reviews and Feedback

84. How can I leave a review for a service?

    • You can leave a review through the MMW website or app after your appointment.

85. What guidelines should I follow when leaving a review?

    • Reviews should be honest, respectful, and based on your experience.

86. Can MMW remove my review?

    • Yes, MMW reserves the right to remove reviews that violate their guidelines.

87. Can I respond to reviews on the website?

    • Providers may respond to reviews, but they must follow the same guidelines.

88. What happens to my feedback?

    • Feedback may be used by MMW to improve their services and platform.

Legal Notices and Compliance

89. Are MMW’s Terms and Conditions legally binding?

    • Yes, by using the platform, you agree to the Terms and Conditions.

90. What happens if I breach the Terms and Conditions?

    • Breaching the terms may result in legal action, account termination, or other penalties.

91. Can MMW update their Terms and Conditions?

    • Yes, MMW can update the Terms and Conditions at any time, and continued use of the platform constitutes acceptance of the updated terms.

92. What should I do if I disagree with the updated Terms and Conditions?

    • If you disagree, you should stop using the platform and contact MMW.

Service Quality and Safety

93. How does MMW ensure the quality of service providers?

    • MMW works with accredited providers and relies on customer feedback to maintain quality.

94. What safety measures are in place for in-home services?

    • Service providers are required to follow safety protocols, and clients must provide a safe environment.

95. Can I request a specific safety measure during my appointment?

    • Yes, discuss any specific safety concerns with your provider before the appointment.

Miscellaneous

96. Does MMW offer promotions or discounts?

    • MMW may offer promotions or discounts, which will be advertised on the website.

97. What should I do if I receive spam or phishing emails claiming to be from MMW?

    • Report any suspicious emails to MMW and do not click on any links or provide personal information.

98. Can I transfer my booking to someone else?

    • Bookings are non-transferable.

99. What happens if MMW goes out of business?

    • In such an event, MMW will notify clients and providers about the process for handling outstanding appointments and payments.

100. Who do I contact for more information about the Terms and Conditions? – For more information, contact MMW at info@mobilemassageandwellness.com.au.