Knut Terms and Conditions

These Terms govern access to and use of Knut in Australia. Knut is operated by a sole trader under ABN 48 938 844 581, trading as Knut Enterprises. Knut operates a technology marketplace and concierge that helps customers describe service needs, source and compare suitable independent providers, arrange bookings, manage job records and, for eligible Property & Facilities accounts, coordinate maintenance across properties and teams.

1. Agreement and eligibility

By creating an account, requesting or accepting a booking, joining as a provider, purchasing a membership or otherwise using Knut, you agree to these Terms and the Privacy Policy. You must be legally capable of entering the relevant transaction and must provide accurate, current information. If you use Knut for an organisation, owners corporation, agency, employer, client or property owner, you represent that you have authority to act for that entity or person for the relevant request and expenditure.

2. Account security

You are responsible for keeping your credentials, authentication methods and authorised-user access secure. Shared Property & Facilities access must be limited to authorised personnel. Tell Knut promptly if you suspect unauthorised access. Knut may require email verification, multi-factor authentication, re-authentication or other reasonable security checks before allowing sensitive actions.

3. Knut's role

Knut provides sourcing, comparison, workflow, communication and booking technology. Unless Knut expressly states otherwise for a particular service, the provider that performs the work is an independent business or contractor and is not an employee, partner or agent of Knut. A contract for the performance of the underlying trade or service is formed between the customer and the selected provider on the accepted quote and any lawful agreed variations. Knut remains responsible for the services Knut itself supplies, including its platform and booking services, subject to these Terms and applicable law.

4. Service requests and AI assistance

Knut may use automated systems and artificial intelligence to help structure requests, ask follow-up questions, identify service categories, assess urgency, assist matching and present information. Automated output can be incomplete or mistaken and is not professional, engineering, legal, financial, medical or emergency advice. Users remain responsible for checking material details before approving a quote, booking, instruction or expenditure. Knut may route potentially dangerous requests to safety guidance or decline to process them.

5. Provider sourcing, verification and recommendations

Knut may consider service area, trade category, stated capability, availability, price, response history, reliability, credentials, insurance information, customer outcomes and other relevant factors when sourcing or ranking providers. Where licensing, registration or another credential is required or reasonably appropriate, Knut may require evidence and may prevent dispatch or booking until verification is complete. Verification reduces risk but is not a guarantee of future performance, workmanship, solvency or conduct.

Knut may also operate limited promotional-priority arrangements for selected eligible providers. Promotional priority is a bounded factor only where the provider remains genuinely competitive and suitable. It cannot bypass eligibility or customer requirements and is not intended to overcome a substantial price disadvantage or a materially better suitable alternative. Emergency work is ranked by customer need and response capability rather than promotional priority.

6. Provider obligations and quote integrity

Providers must give accurate business, availability, pricing, credential, insurance and service-area information; maintain all licences, registrations and insurance required for the work they accept; comply with workplace, safety, tax, consumer and other applicable laws; attend accepted bookings as agreed; perform work with due care and skill; issue lawful invoices where required; and promptly disclose material changes, delays, hazards or variations. Providers must not misrepresent credentials, deliberately underquote to obtain a booking, manipulate quotes, create false demand or reviews, misuse customer information or attempt to bypass Knut in relation to a Knut-sourced opportunity.

Repeated unexplained post-booking price increases, customer complaints, final invoice differences, variation records and supporting evidence may be considered when assessing provider quote integrity, marketplace standing, promotional eligibility, suspension or termination. A complaint alone does not establish misconduct, but a repeated pattern across unrelated bookings may trigger review.

7. Customer and Property & Facilities obligations

Customers must provide materially accurate job, access and hazard information and must not request unlawful or unsafe work. Property & Facilities users must have appropriate authority for the properties, occupants, approvals and spending limits they configure. They are responsible for their internal approval settings and for ensuring authorised users act within delegated authority. Where access to occupied property is required, the requesting party is responsible for obtaining any permission or notice required by law or agreement.

8. Quotes, bookings and variations

Quotes should identify the work, price or pricing basis, timing and material conditions. The accepted quote is the baseline for the agreed scope. A booking is confirmed only when Knut records acceptance and any required payment authorisation or payment is successfully completed.

Customer-requested extras and genuine unforeseen complications must be recorded against the Knut booking. A provider relying on an unforeseen complication to increase price or time must record it in Knut within 24 hours of discovery, explain the issue and provide reasonable contemporaneous evidence where available. Except where immediate action is reasonably necessary to prevent danger or material further damage and prior approval is impracticable, the customer must approve additional chargeable work before it proceeds. Emergency protective work must be recorded with the reason and evidence as soon as reasonably practicable. Customers are not required to accept an optional variation.

Recording and approving a legitimate extra or variation on the same booking does not create another Knut booking fee. Knut may record the revised final job value for job history, invoice comparison, quote-integrity analysis and dispute support.

9. Fees, memberships and payment processing

Knut may charge booking fees, memberships or other charges that are clearly displayed before the relevant purchase or commitment. Property & Facilities organisations pay a monthly membership based on the number of active properties (as set out on the Pricing page), which starts when the organisation accepts its first quote and renews monthly on the card it added when it signed up. The first three months of membership are free, and no membership is charged before 1 April 2027. The price moves to the applicable tier at the next billing cycle when the number of properties changes. The booking fee is never more than $150 a job. Organisations that agreed to the earlier terms under which portfolios of up to 20 properties pay no membership keep those terms, and under them a portfolio that falls to 20 properties or fewer ends its membership at the end of the paid period. Members pay a flat $20 per booked job, or the standard booking fee if that is lower. Nothing is charged before the membership starts, an organisation can cancel before then at no cost, and it can cancel at any time after, effective at the end of the paid month. Organisations that agreed earlier to a flat membership, free months, the foundation offer or the 2% organisation rate keep the terms they accepted. Provider charges for the underlying work are separate unless the checkout expressly states otherwise. Payments may be processed by third-party payment providers such as Stripe. Memberships billed monthly in advance may be cancelled before the next renewal, with cancellation taking effect at the end of the paid period unless a stated offer provides otherwise.

Tradies pay a monthly membership of $49, charged to the card saved at signup. No membership is charged before 1 April 2027, or before three months after the tradie signs up if that is later, and a tradie can cancel before the first charge at no cost. There is no lead fee and no charge to quote. Tradies who signed up before 6 November 2026 on the free plan keep it, with no membership fee. Tradies may choose optional paid add-ons such as Boost, which are priced and described before purchase and can be cancelled at any time. Tradies who joined earlier under the pre-launch early-bird offer, and earlier separately accepted offers, keep the terms they accepted.

10. Cancellations, no-shows, refunds and replacement providers

If a booked provider cancels, fails to attend or cannot perform the accepted work, Knut may reopen sourcing and seek a replacement. Knut will not charge a second Knut booking fee merely because a replacement is required for the same unchanged job. If Knut cannot find a replacement within 48 hours, the booking fee is refunded. Knut Assured is an optional service promise, not insurance: for bookings with Knut Assured, if the provider does not attend, Knut rebooks the job at no extra booking fee and credits the customer half of the booking fee, up to $25, toward a future booking fee. The credit is valid for 12 months, has no cash value and is applied automatically at the customer's next checkout. Customer cancellation and refund treatment depends on the booking stage, costs already reasonably incurred, payment status and applicable law. Any refund policy or platform rule operates in addition to, and does not replace or restrict, rights that cannot lawfully be excluded.

11. Work quality, consumer guarantees and disputes

The provider is responsible for the underlying work it performs, including workmanship, materials, lawful licensing obligations, warranties and applicable consumer guarantees. Under the Australian Consumer Law, consumer guarantees may apply to services, including requirements concerning due care and skill, fitness for a disclosed purpose and supply within a reasonable time where no time is fixed. Nothing in these Terms excludes, restricts or modifies a guarantee, right or remedy where doing so would be unlawful. Knut may preserve and provide relevant platform records and may investigate provider conduct, suspend accounts or assist the parties to communicate, but does not become the trade contractor merely by assisting with a dispute.

12. Communications, privacy and anti-bypass

Knut may keep pre-booking communications inside the platform, restrict the exchange of direct contact details before confirmation and release site-access details only when reasonably required for a confirmed job. Personal information must only be used for the purpose for which it was disclosed. Users must not harvest, sell or misuse platform contact data. Service and security messages may be sent where reasonably necessary to operate an account or booking. Optional marketing communications are subject to consent and unsubscribe controls described in the Privacy Policy.

13. Safety and emergencies

Knut is not an emergency service and does not replace emergency authorities, licensed professional assessment or statutory safety procedures. If there is immediate danger to life, safety or property, call 000 or the appropriate emergency authority. Users must follow lawful site-safety requirements and must not use Knut to obtain instructions for dangerous or unlawful conduct.

14. Acceptable use

You must not use Knut for fraud, harassment, illegal discrimination, unlawful work, credential misrepresentation, payment abuse, false reviews, malicious files, automated attacks, unauthorised scraping, interference with security controls, impersonation, spam, exploitation of another user's account, or attempts to circumvent platform fees or protections for a Knut-sourced opportunity. Reasonable automated access expressly authorised by Knut is permitted only within that authorisation.

15. Intellectual property and user content

Knut and its software, branding, interface, workflows and original content are protected by applicable intellectual-property laws. You retain ownership of content you submit. You grant Knut a non-exclusive licence to host, process, reproduce and transmit that content only as reasonably necessary to operate, secure, support and improve the service, comply with law and resolve disputes. You must have the right to upload content you provide and must not knowingly submit material that unlawfully infringes another person's rights.

16. Suspension and termination

Knut may restrict or suspend access where reasonably necessary to address fraud, security risk, serious or repeated breach, unsafe conduct, unlawful activity, non-payment, credential failure or material harm to users or the platform. Except where urgent action is reasonably required, Knut will seek to provide an explanation and a reasonable opportunity to address the issue. You may stop using Knut and close your account subject to outstanding bookings, payments and lawful record-retention requirements.

17. Service availability and third parties

Knut depends on internet, hosting, communications, payment, mapping, storage, AI and other third-party systems. Knut does not promise uninterrupted availability or that a suitable provider will always be available. Knut will use reasonable care in providing its own services but is not responsible for failures outside its reasonable control except to the extent applicable law provides otherwise.

18. Liability

To the maximum extent permitted by law, each party is responsible for loss or damage to the extent caused by its own breach, negligence, unlawful conduct or failure to meet an applicable statutory obligation. Knut does not exclude liability that cannot legally be excluded. Nothing in these Terms limits rights or remedies under the Australian Consumer Law or other mandatory law. Any exclusion or limitation in these Terms is to be read down to the minimum extent necessary to make it lawful and enforceable.

19. Changes to these Terms

Knut may update these Terms to reflect product, legal, security or operational changes. Changes will not be applied retrospectively to remove accrued rights. Where a change materially disadvantages an existing member or materially changes an ongoing paid service, Knut will provide reasonable notice and any cancellation right required by law before the change takes effect. The effective date at the top shows the current version.

20. Governing law and general terms

These Terms are governed by the laws applicable in Victoria, Australia, and the parties submit to the courts and tribunals having jurisdiction there, subject to any mandatory right to bring a claim elsewhere. If any provision is invalid or unenforceable, it is read down or severed to the minimum extent necessary without affecting the remainder. A failure to enforce a right immediately does not waive that right.

21. Contact

Knut is operated by a sole trader under ABN 48 938 844 581, trading as Knut Enterprises. Knut operates online and provides support and legal contact through info@knut.com.au, quoting ABN 48 938 844 581.

These Terms are tailored to Knut's current marketplace model and Australian launch configuration. They are designed to preserve mandatory consumer rights; independent Australian legal review is recommended before material scale or major product-model changes.