Privacy and terms

Privacy policy

We handle personal information in line with the Australian Privacy Principles.

What we collect

• When you request a booking: name, street address, email, mobile, home size, anything you tick, access notes, your time window, and any photos you add.
• When you ask to hear about offers: first name, email, street and suburb, and the services you're interested in.
• When you contact us: your name, email, optional mobile and your message.
• From businesses (tradies): business name, ABN, contact name, mobile, email, services, area, insurance and licence details, job details, prices and payment links.
• From tradies doing your job: before and after photos, the final price, whether it's been paid, and when they're on the way.
• Chat messages you send on Mainhome (booking chats, business support and the website chat), with the time sent and whether they were read.
• If you leave a review: your star rating and comment. It's shown publicly with your first name and suburb only.
• Basic technical information, such as which page a request came from (a flyer, the map or a direct link).
• Visit counts: which pages are viewed and the approximate city each visit comes from, worked out by our host Cloudflare from the connection. We keep only daily totals. We don't store IP addresses or use advertising cookies.

Why we collect it

• To pass your booking request, including photos, to the tradie who made the offer, so they can confirm the price and do the job.
• To tell you about offers near your street, if you asked us to.
• To reply to your messages, and to deliver chat messages between a homeowner and the business doing their job.
• To keep people safe and bookings on the platform: see "Messages and how we check them" below.
• To check tradies, set up their offers and flyers, report results to them and bill them.

Who sees it

A booking request goes only to the tradie who made that offer. Phone numbers and email addresses are shared both ways (the homeowner's with the business, and the business's with the homeowner) only once the booking is Confirmed: the price is approved and the deposit is paid, or no deposit is needed. Before that, the business sees your first name, street address, job details and photos. If a Confirmed booking is later cancelled or declined, contact details are hidden again in Mainhome. When the job is done, the tradie may send you a private link showing the before and after photos and the amount to pay; anyone with that link can see that page, so don't forward it. Where configured, card payments use Stripe and the business’s connected account. Your payment page identifies the business, amount and method. We use service providers to run the website, database, maps, address search and email: currently Cloudflare, Formspree, Resend (booking emails), Google (address search), OpenStreetMap-based map services and Gmail. Some of them store data outside Australia. We do not sell personal information. General service requests and their job details may be shared with eligible invited businesses so they can assess the work, ask questions and respond. Private request tracking links should not be forwarded.

Messages and how we check them

• Booking chats are between you, the business doing your job, and Mainhome. Mainhome staff can read any chat to give support, look into a complaint or dispute, and check for safety problems or attempts to move a booking off Mainhome. Each time staff open a conversation, it's recorded.
• Messages are checked automatically for things that look like phone numbers, email addresses, outside links, payment links or suggestions to deal off the platform. Until the booking is Confirmed, those parts are shown to the other person as [hidden]; we keep what was actually written so staff can review it. After it's Confirmed, messages show as written. Messages sent before it was Confirmed stay hidden. The checks make mistakes, so a person reviews anything flagged. They never ban anyone or delete messages on their own.
• A booking chat closes 7 days after the job is finished. You can still read it; Mainhome can reopen it if needed.
• Live chat delivery runs on Cloudflare (Workers, Durable Objects and its D1 database), the same provider that hosts the rest of Mainhome.

Emails about your booking

When you book, we email you about that booking: that we've passed it on, when it's confirmed or declined, when the tradie is on the way, and the bill. If a chat message is unread for 10 minutes we may send one reminder by email (or SMS, if set up). Reminders never include the message or anyone's contact details; you sign in to read it. Each email links to a private page where you can follow the booking. These aren't marketing; we only send offers if you ask to hear about them.

Reviews

Only customers whose job was done through Mainhome can leave a review. We don't remove reviews for being negative. We may hide a review that's abusive, unlawful or shares someone's private details.

How long we keep it

We keep booking records for up to 2 years for support, billing and disputes, and delete photos sooner when they're no longer needed. Chat messages are kept for up to 2 years: for booking chats, from when the job was finished; for support and website chats, from the last message. We may keep a conversation longer while a dispute, refund, complaint or legal request about it is open. Deletion is reviewed by a person; nothing is deleted automatically. You can ask us to delete your information earlier.

Address search

When you type an address, the text is sent to an address lookup service (Google Places, or OpenStreetMap-based services) to suggest matches. It's only used to show offers near you, and isn't stored unless you submit a form.

Your choices

Ask to see, correct or delete your information at any time by emailing admin@mainhome.com.au. Every marketing email has an unsubscribe link, and we act on it within 5 working days. If you're unhappy with how we've handled your information, tell us first; you can also contact the Office of the Australian Information Commissioner (oaic.gov.au).

Homeowner terms

• Mainhome makes booking pages and flyers for independent businesses and passes on booking requests. We are not the business doing the work.
• The tradie named on an offer provides the service and is responsible for its quality, safety, insurance and licences. Your agreement for the work is with that tradie.
• A booking request isn't a booking until the tradie accepts it. Prices shown include GST and are for a standard home of the size you pick. The tradie confirms the final price before you pay a deposit. If you don't accept it, nothing goes ahead and nothing is owed.
• Review the individual offer or quotation for its scope, inclusions, extras and applicable charges. A saving is only relevant where the offer supports a genuine comparison.
• Time windows aren't exact times. If the tradie can't make your window, you can move or cancel at no cost.
• Deposits and balances are paid to the tradie through their own payment account. The payment page or instructions show the applicable amount and payment method. Small extra work found on the day can be added to your bill without asking you first only up to the total limit shown when you booked; you see each item on your booking page, and anything more needs your approval. A payment the tradie records (cash, bank transfer, their own link) counts once you confirm it, or once Mainhome checks it. Where configured, card payments use Stripe and the business’s connected account. Refunds and cancellations follow the terms shown on each offer.
• If no suitable offer covers your address, submit a service request. Matching and a provider response are not guaranteed.
• You can change or cancel your booking at mainhome.com.au/manage with your booking number and email, until 48 hours before the day once it's confirmed.
• Chat with the business is through Mainhome. Phone numbers, emails and outside links are hidden in chat until your booking is Confirmed, and Mainhome may review messages (see the privacy policy).
• Nothing in these terms limits your rights under the Australian Consumer Law.

Business terms

Joining

• You must hold an active ABN, current public liability insurance and any licence your work needs (for example, an NSW EPA pest management licence for pest control). We'll ask to see your certificate of currency and may check the public registers.
• You're responsible for the work, safety on site including working at heights, your customers' payments and refunds, and complying with the Australian Consumer Law.

Offers and prices

• We publish an offer only after you approve it.
• Publish genuine current prices, scope and charges. Any advertised discount must use a legitimate comparison and meet the publication rules for that offer.
• You confirm or adjust each request after seeing the details and photos, before the neighbour pays anything. If they decline a changed price, nothing is owed.
• Neighbours book time windows that start after your booked job. Tell them if you'll miss a window and offer another time.
• Please handle enquiries that come from a Mainhome flyer or offer through the offer, so the price rules and our records stay accurate.
• Customer phone numbers and emails are shown to you once a booking is Confirmed (price approved and deposit paid, or none needed), and hidden again if it's cancelled or declined. Until then, use the Mainhome chat. Contact details and outside links in chat are hidden until Confirmed, and Mainhome may review messages.
• Keep your portal password private. Customer details you see in the portal are only for doing and billing that job; don't add them to other marketing lists without the customer's consent.
• If you connect a Stripe account, payments go to your account under Stripe's own terms. You're responsible for refunds, disputes and GST on your sales.
• We may pause or remove an offer, or stop working with you, if these terms aren't followed or we receive serious complaints. We'll tell you why.

Fees

• Applicable commercial terms must be confirmed with Mainhome before activation. This page does not establish a free plan or promotional entitlement.
• Review your confirmed plan for any commission, subscription, taxes or separately priced flyer services before agreeing.
• Do not assume a founding discount or locked rate unless it appears in your confirmed terms.
• We invoice monthly. We'll give at least 30 days' notice of any change to fees or these terms, and you can stop at any time without penalty.
• Flyer printing and delivery after the pilot may be offered as a separately priced option.