Terms of Service

1. Acceptance of Terms

By creating an account or accessing the MATES platform — including the iOS app on the Apple App Store, the Android app on Google Play, and the web portal at app.matesdriver.com.au — you agree to be bound by these Terms of Service.

This agreement is between you and Limoz Australia Pty Ltd (ABN: 94 696 132 840, ACN: 696 132 840) and is governed by the laws applicable in the Australian state or territory in which the relevant services are provided, together with applicable Commonwealth laws of Australia.

2. User Accounts & Employer Linking

• Solo Subscribers (“Boss”): Accounts operating independently retain full liability for assigned assets, vehicle registrations, vehicle condition, compliance requirements, and wallet statements.
• Employee Drivers: Users registered under an Employer MATES ID operate on behalf of their employer. All job earnings generated through MATES are credited directly to the linked employer’s wallet balance, subject to applicable commissions, deductions, and other charges.

Users are solely liable for maintaining accurate account, licence, accreditation, vehicle, and payment information and must comply with all applicable laws and regulatory requirements in the state or territory where they operate.

3. Bidding Rules & The Roger Protocol

Securing a bid on fixed-price, quotation, or incremental groups grants the driver a temporary confirmation window (“Roger Protocol”).

Drivers must explicitly confirm their availability within the designated countdown period. Failure to “Roger” a job within the required timeframe may result in automatic job redispatching, system logging, and temporary priority lockout or other platform restrictions.

Once a job has been confirmed, the driver must fulfil the booking in accordance with the booking requirements and all applicable laws in the relevant state or territory. The driver’s acceptance, confirmation, or performance of a job does not transfer any legal, regulatory, insurance, or road-law liability to MATES, Limoz Australia Pty Ltd, or any dispatcher.

4. Job Recalls

A confirmed job must not be recalled except for a substantial and genuine reason, such as a genuine emergency, vehicle breakdown, or another circumstance that makes performance of the booking impracticable. Convenience, a better-paying job, or a change of mind is not a substantial reason.

Whether a reason is substantial is determined by Limoz Australia Pty Ltd or the relevant group administrator. A recall without a substantial reason is a recall offence within the particular group and attracts the following penalties:

• First offence: the driver is blocked from that group for 4 hours.
• Second offence: the driver is banned from that group for 24 hours.
• Third offence: the driver is removed from that group.

These penalties apply to the group in which the recall offence occurred and are in addition to any cancellation penalties, wallet deductions, or other account action that may apply.

5. Financial Settlement, Wallet Top-Ups & Wallet Deductions

Upon job completion, MATES executes automated reconciliation based on the total job cost, applicable platform commission rates, dispatcher or group owner cuts, and cash liabilities collected by the driver.

Users may top up a MATES wallet by bank transfer or PayPal:

• Bank transfer: no processing fee applies. The full top-up amount is credited to the wallet.
• PayPal: A PayPal processing fee applies. The wallet is credited with the top-up amount less the PayPal processing fee. For example, a 100 AUD PayPal top-up is credited as 100 AUD minus X%.

All subscription charges, platform fees, commissions, penalties, PayPal processing fees, and other applicable charges may be debited directly from the active wallet balance or deducted from a top-up before it is credited. Drivers and employers are solely liable for ensuring sufficient wallet funds are available to meet applicable charges and deductions.

6. Outstanding Amounts & Debt Collection

Any outstanding amount payable by a user must be resolved in accordance with the applicable booking, wallet, or financial records.

Where an amount is unclear or disputed, the parties will make reasonable efforts to clarify and resolve the amount by mutual agreement.

If an undisputed outstanding amount remains unpaid for more than 30 days after becoming due, Limoz Australia Pty Ltd may escalate the matter for debt recovery and, where legally permitted and subject to applicable notice and reporting requirements, report the outstanding debt to relevant credit reporting agencies.

7. Cancellation Policies

Cancellations executed by dispatchers or drivers are subject to the applicable night-before and same-day cancellation percentage penalties defined within the relevant group configuration or booking rules.

Applicable penalties may be debited directly from the digital wallet following MATES super admin review. Additional consequences may apply where a cancellation results in client disruption, job reassignment, financial loss, or repeated cancellation behaviour.

8. Safety & Telemetry Obligations

Drivers must provide uninterrupted GPS location data during active trips.

For rides scheduled during designated sleeping hours, between 23:00 and 06:00, drivers must tap “Proceed” prior to the specified safety cutoff deadline. Failure to confirm “Proceed” may automatically trigger emergency job redispatching or other safety procedures.

Drivers remain solely liable for complying with all applicable road safety, licensing, accreditation, fatigue management, passenger transport, commercial vehicle, and transport requirements in the state or territory where they operate. GPS monitoring, “Proceed” confirmations, and dispatcher communications are platform safety tools only. To the maximum extent permitted by law, MATES, Limoz Australia Pty Ltd, and any dispatcher are not liable for the driver’s fitness to drive, legal compliance, or on-road conduct.

9. Vehicle Cleanliness, Maintenance & Roadworthiness

All vehicles used to perform MATES bookings must be:

• Clean, hygienic, and professionally presented.
• Well maintained and mechanically sound.
• Roadworthy and legally permitted to operate.
• Suitable for the passenger, luggage, and service requirements of the booking.
• Maintained in accordance with applicable laws and safety requirements in the relevant state or territory.

A vehicle that is unsafe, unroadworthy, excessively dirty, poorly presented, or otherwise unsuitable for a MATES booking may be removed from service until the issue is rectified. The driver (and, where applicable, the linked employer) remains solely liable for the vehicle’s condition, registration, and legal fitness for use.

10. Driver Dress Code & Professional Standards

Drivers must wear appropriate business attire and maintain a professional, clean, and presentable appearance while performing MATES bookings.

Drivers must comply with any specific dress code, presentation standard, vehicle requirement, or other service requirement specified in the booking. Failure to comply with stated booking requirements may result in job reassignment, penalties, wallet deductions, suspension, or other account action.

11. Client Water & Vehicle Amenities

Drivers must ensure that drinking water is available for clients during MATES trips where required by the applicable booking or service category. Vehicles must be prepared and presented in a clean, professional, and client-ready condition before the commencement of each trip.

12. No Solicitation, Direct Carding or Private Bookings

Drivers must not provide, promote, distribute, or exchange personal or business contact details, business cards, promotional cards, flyers, QR codes, or other marketing material with MATES clients for the purpose of obtaining private, direct, or future bookings outside the MATES platform.

This restriction applies even if a client specifically requests the driver’s business card or contact details. Drivers must direct clients to the appropriate MATES booking or support channels. Drivers must not attempt to divert MATES clients to private bookings or competing services.

13. No Marketing Material During MATES Trips

Drivers must not display, distribute, promote, or leave marketing material, advertising, business cards, flyers, brochures, QR codes, promotional material, or other advertising content inside or from the vehicle while carrying out a MATES booking. Any exception must be expressly authorised by Limoz Australia Pty Ltd.

14. EFTPOS & Receipts

Where EFTPOS payment is required or available for a MATES booking, the driver must provide an EFTPOS terminal for payment where applicable. A paper receipt must be provided to the client upon request where the terminal and transaction process support the provision of a paper receipt. Drivers must not misrepresent, alter, or interfere with payment records or transaction information.

15. Compliance With Booking Requirements

Drivers are solely liable for reviewing and complying with all requirements associated with an accepted MATES booking, including but not limited to:

• Vehicle category and specification.
• Passenger capacity.
• Luggage requirements.
• Pickup and drop-off instructions.
• Dress code.
• Client requests and special requirements.
• Airport, event, wedding, corporate, or other service-specific requirements.
• Any instructions provided by the dispatcher or through the MATES platform.
• Any applicable state or territory licensing, accreditation, permit, insurance, safety, and operational requirements.

Failure to meet the requirements of an accepted booking may result in job reassignment, penalties, wallet deductions, suspension, or other account action.

16. Driver Legal, Regulatory & Driving Obligations

Any driver who bids on, wins, confirms, or performs a MATES booking does so as the person solely liable for all legal, regulatory, licensing, insurance, vehicle, and road-law obligations connected with that booking. Those obligations remain the driver’s own liability at all times.

This includes, without limitation, holding and maintaining:

• A valid driver licence of the correct class.
• All required Commercial Passenger Vehicle (CPV) registrations, plates, stickers, booking-service registrations, or equivalent state or territory vehicle authorisations.
• LDA or any equivalent driver accreditation, authority, permit, or registration required to provide passenger, hire-car, limousine, rideshare, or commercial transport services in the relevant state or territory.
• Current vehicle registration and any required roadworthiness, safety-inspection, or compliance certificates.
• Current and adequate compulsory third party (CTP), comprehensive, public liability, passenger, and any other insurance required by law or reasonably necessary for the service being provided.
• Any airport, precinct, port, event, or local operating permit required for the booking.

Drivers must also comply with all applicable road rules, traffic laws, speed limits, parking, toll, fatigue, mobile-phone, seatbelt, child-restraint, passenger-transport, commercial-vehicle, point-to-point, hire-car, and limousine requirements in the location where they operate.

A driver must not bid on, accept, confirm, or perform a MATES booking while under the influence of alcohol, illicit drugs, or any substance that may impair driving, or while otherwise unfit, unlicensed, uninsured, unaccredited, unregistered, or legally prohibited from driving or providing the relevant service.

Platform document checks, accreditation uploads, vehicle records, GPS monitoring, dispatcher instructions, or job assignment do not constitute approval that a driver, vehicle, or trip is lawful, safe, insured, or compliant, and do not reduce or transfer the driver’s sole liability.

17. Accidents, Incidents & Mishaps

The driver is solely liable for their driving conduct and for any accident, collision, injury, fatality, property damage, traffic offence, fine, demerit point, licence action, regulatory investigation, police matter, insurance claim, passenger complaint, breakdown, delay, missed pickup, route error, scene created at an incident, or other mishap arising before, during, or after a MATES booking.

If an accident, incident, or other mishap occurs, the driver is solely liable for:

• Stopping and remaining at the scene where required by law.
• Rendering or arranging reasonable assistance.
• Notifying police, emergency services, insurers, and any applicable regulator.
• Exchanging legally required particulars.
• Managing passenger safety and onward travel where reasonably practicable.
• Completing any required incident, insurance, or regulatory reports.
• Meeting all resulting legal, financial, and insurance obligations, including fines, excesses, claims, and third-party losses.

MATES may request incident information for platform administration, safety, or insurance purposes. Providing that information does not transfer any legal liability to Limoz Australia Pty Ltd, the MATES platform, or any dispatcher.

18. No Liability of the MATES Platform or Dispatchers

To the maximum extent permitted by law:

• Limoz Australia Pty Ltd and the MATES platform provide a technology and coordination service only.
• Neither Limoz Australia Pty Ltd nor the MATES platform is obliged or liable for a driver’s compliance with CPV, LDA, licensing, accreditation, insurance, vehicle registration, roadworthiness, alcohol and drug laws, fatigue laws, traffic laws, or any other legal or regulatory requirement.
• Dispatchers, group owners, and other MATES participants are not liable for a driver’s legal compliance, fitness to drive, on-road conduct, accidents, incidents, or other mishaps.
• Neither Limoz Australia Pty Ltd, the MATES platform, nor any dispatcher is liable for a driver’s driving, alcohol or drug use, speeding, traffic offences, collisions, injuries, fatalities, property damage, passenger incidents, scene management, insurance outcomes, fines, prosecutions, regulatory action, or any other mishap connected with a booking.
• The driver, and where applicable the driver’s employer in respect of employer-owned assets and employment obligations, remains solely liable for all such matters.

A dispatcher’s allocation, instruction, communication, or supervision of a booking does not make the dispatcher, MATES, or Limoz Australia Pty Ltd the driver’s employer, controller, or a party liable for road use, passenger transport compliance, or incident outcomes.

19. Platform Access & Termination

Limoz Australia Pty Ltd reserves the right to suspend, restrict, or terminate accounts that:

• Violate safety protocols.
• Provide invalid, expired, or misleading accreditation documents.
• Operate an unroadworthy or unsuitable vehicle.
• Attempt fraudulent wallet manipulation.
• Attempt to circumvent platform payment or commission systems.
• Solicit or divert MATES clients for private bookings.
• Repeatedly fail to comply with booking requirements.
• Recall confirmed jobs without a substantial reason.
• Drive, or attempt to perform bookings, while impaired, unlicensed, uninsured, unaccredited, or otherwise non-compliant.
• Engage in conduct that may damage the reputation, safety, or operation of the MATES platform.
• Otherwise breach these Terms of Service or applicable platform rules.

Where appropriate, Limoz Australia Pty Ltd may also restrict access to bidding, dispatching, wallet functions, or other MATES features while an account is under review.

20. Independent Status, Indemnity & Limitation of Liability

Drivers and other users access MATES as independent operators or as employees of their linked employer. Use of MATES does not create an employment, partnership, joint venture, or agency relationship between the driver and Limoz Australia Pty Ltd, or between the driver and a dispatcher, unless a separate written agreement expressly says otherwise.

To the maximum extent permitted by law, the driver indemnifies and holds harmless Limoz Australia Pty Ltd, the MATES platform, dispatchers, group owners, and their officers, employees, and agents against all claims, losses, damages, costs, fines, penalties, and expenses arising from the driver’s driving, non-compliance, accident, incident, passenger matter, or other mishap.

To the maximum extent permitted by law, Limoz Australia Pty Ltd is not liable for any indirect, incidental, special, or consequential loss, or for loss of profit, opportunity, goodwill, or data, arising from use of MATES or from any booking, bid, dispatch, cancellation, or incident. Platform availability, job volume, and bidding outcomes are not guaranteed.

Nothing in these Terms excludes, restricts, or modifies any right or guarantee that cannot be excluded under the Australian Consumer Law or other applicable law.

21. General Compliance

All users, drivers, employers, dispatchers, and other MATES participants must comply with these Terms of Service, applicable group rules, booking requirements, and all applicable Commonwealth, state, and territory laws and regulations.

Where requirements differ between states or territories, users must comply with the requirements applicable to the location in which they operate or provide services.

Limoz Australia Pty Ltd reserves the right to update, amend, or introduce additional platform rules and operational requirements where reasonably necessary for safety, compliance, financial administration, service quality, or the operation of the MATES platform.

22. App Stores

The MATES iOS application is distributed through Apple Inc. Apple is not a party to this agreement and is not responsible for the MATES service, support, or wallet settlements. Apple’s standard Licensed Application End User License Agreement applies in addition to these Terms where required by Apple. The Android application is distributed through Google Play and is subject to Google’s applicable terms in addition to these Terms.