Welcome to Prelo, an online peer-to-peer marketplace for buying and selling pre-loved items. By accessing or using the Prelo platform (the "Platform") available through our website or mobile application (collectively, the "Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you must not use the Service.

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1. Acceptance of Terms

By using the Service, you confirm that you are at least 18 years old, or have the consent of a parent or guardian, and have the legal capacity to enter into these Terms. If you are using the Service on behalf of a business, you confirm that you have the authority to bind that business to these Terms.

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2. Changes to Terms

We may update these Terms from time to time, and any changes will be posted on this page. Please review these Terms regularly to stay informed of any updates. Continued use of the Service after any changes constitutes your acceptance of those changes.

 

3. Eligibility

a. You must be at least 18 years old to use the Service. By using the Service, you confirm that you meet this eligibility requirement.

b. You must reside in Australia. As part of this requirement, you must provide a valid Australian mobile number and postal address.

 

4. Account Registration

To use certain features of the Service, you may be required to create an account. When creating an account, you agree to provide accurate, current, and complete information. You are responsible for maintaining the confidentiality of your account information and for all activities that occur under your account.

 

5. Use of the Service

a. Buying and Selling: As a user of Prelo, you can buy and sell items. You must provide accurate descriptions, including images, of the items you list. The sale of illegal, prohibited, or harmful items is strictly prohibited.

 

b. Shipping and Payment: All shipping costs are paid by the buyer. We provide integration with Easyship for shipping, and you agree to use the shipping methods as outlined. Payment processing is handled by Stripe Connect, and you agree to abide by Stripe’s Terms of Service.

 

c. Prohibited Activities: You may not:

• Use the Service to sell prohibited or illegal items.

• Engage in fraudulent, deceptive, or harmful activities.

• Violate any applicable laws or regulations.

• Post or share content that is abusive, threatening, defamatory, or discriminatory.

 

6. Shipping Policy

Prelo partners with Easyship to provide seamless shipping services for all transactions. Below are the details of our Shipping Policy:

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a. Shipping Costs

• Buyer’s Responsibility: The buyer is responsible for all shipping costs, which will be calculated and paid during the checkout process.

• Shipping Rates: Shipping rates are determined based on predefined package sizes and weights, and the locations of the buyer and seller. Easyship handles the shipping calculation.

 

b. Shipping Process

• Shipping Labels: Once a purchase is completed, the seller will be provided with a prepaid shipping label to use when shipping the item. The seller must print and stick the label to the package.

• Collection: The courier will collect the package from the seller’s address during the scheduled pick-up time slot as selected by the seller. The seller must be available at the address for the collection, otherwise the collection will be missed and it will be the seller’s responsibility to arrange an alternative pick-up time slot with the courier directly.

• Delivery Times: Delivery times vary depending on the buyer’s location and the chosen shipping method. The times will be displayed during the checkout process.

 

c. Shipping Restrictions

• Packages must be no larger than 0.512 cubic metres (512 litres). This is the maximum volume a package can be. The dimensions can be any that would equate to that volume, but as an illustrative example it would equate to a box that is 80cm x 80cm x 80cm.

• Any packages greater than the maximum volume specified in this policy are not allowed to be listed, bought or sold, and may include, but not be limited to, such item as furniture, cars, gardening equipment and appliances.

• Items must comply with Prelo’s prohibited goods policy, and any restricted items will not be eligible for shipping.

 

d. International Shipping

• The Prelo marketplace only serves Australia and therefore only supports domestic shipping within Australia. International shipping is not allowed.

 

e. Shipping Delays

• Prelo is not responsible for delays caused by couriers or external circumstances. However, if you encounter an issue with shipping, the first step is for the buyer and seller to handle the issue directly (whether through the dispute resolution process or by direct messaging in the Platform) and then with Easyship or our customer support wherever possible.

 

7. Prohibited Goods

The following items are strictly prohibited from being listed, sold, or exchanged on Prelo:

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a. Illegal & Prohibited Goods, which include but are not limited to:

• Drugs & Drug Paraphernalia including drug pipes, bongs, pill presses

• Firearms & Weapons – Guns, ammunition, tasers, pepper spray, knuckle dusters, slingshots (in some states), crossbows

• Explosives & Hazardous Materials – Fireworks, flammable liquids, toxic chemicals, acids, radioactive materials

• Counterfeit & Stolen Goods – Fake designer brands, fraudulent goods, stolen property

• Child Exploitation Material – Any content involving minors in an illegal or exploitative way

 

b. Restricted & Regulated Items (Require Permits, Licences or Special Handling), which include but are not limited to:

• Alcohol & Tobacco

• Prescription Medication & Supplements

• Live Animals & Plants

• Cultural & Historical Artifacts pertaining to Aboriginal and Torres Strait Islander sacred objects

• Precious metals, bullions or reserves

• Lithium-ion batteries shipped alone or packed with equipment (note that lithium-ion batteries contained in equipment are allowed, e.g. a laptop with a built-in battery)

 

c. Other

• Pornography & Adult Content

• Ivory & Endangered Animal Products

• Unprocessed Food & Plants

• Aerosols & Pressurised Containers – Perfumes, spray paint, and certain cosmetics may be restricted

• Live plants

• Goods banned by couriers (explosives, dangerous chemicals, flammable items)

 

If you encounter an item that you believe violates this policy, please report it to us immediately.

 

8. User Content

You retain ownership of any content you upload or post to the Service, including but not limited to images, descriptions, and reviews. By posting content, you grant Prelo a non-exclusive, worldwide, royalty-free license to use, display, and distribute the content within the Service and for promotional purposes.

 

9. Reviews and Ratings

As part of the marketplace, you may leave reviews and ratings for buyers and sellers. You agree to provide truthful and respectful feedback. Prelo reserves the right to remove reviews that violate our policies.

 

10. Carbon Tracker

Prelo encourages sustainable practices, and we offer a feature known as the "Carbon Tracker," which shows your cumulative carbon savings based on your purchases and sales. By using this feature, you acknowledge that the data provided is an estimate based on available carbon emission data and may not reflect actual savings.

 

11. Payments Policy

Prelo uses Stripe to process all payments, ensuring secure and seamless transactions between buyers and sellers. Below are the key points of our Payments Policy:

 

a. Payment Processing

• Stripe: Payments for items bought on Prelo are processed through Stripe. By using the Service, you agree to comply with Stripe’s Terms of Service.

• Payment Flow: When a buyer makes a purchase, payment is processed and held by Stripe until the item is confirmed as approved by the buyer. After confirmation, the payment will be released to the seller.

 

b. Payment Methods

• Buyers: Buyers can make payments using credit cards, debit cards, or other payment methods accepted by Stripe.

• Sellers: Sellers will receive their payouts through Stripe, and must link their bank account or other supported payment methods for payout.

 

c. Refunds and Disputes

• Refunds for transactions are processed, where applicable, through our dispute resolution process of an item is disputed.

 

d. Currency

• All transactions are processed in Australian Dollars (AUD).

 

e. Payment Security

• Prelo and Stripe take reasonable precautions to secure payment information. However, you are responsible for ensuring that your payment details are accurate and secure.

 

12. Chargeback Liability

In the event of a chargeback, Prelo will not be liable for any associated costs, including but not limited to the return of funds to the buyer and any additional fees imposed by payment processors or credit card companies.

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a. Seller's Responsibility for Chargebacks: The seller is responsible for handling and covering any chargebacks that arise from transactions involving their listings. This includes, but is not limited to, situations where a buyer disputes a charge after receiving the item. By listing items on Prelo, sellers agree to be fully accountable for any chargeback-related costs associated with their sales. If there are insufficient funds in the seller’s Stripe account, Prelo may collect the chargeback amount from their linked bank account or request the seller to pay the chargeback amount directly. Failure to settle the chargeback may result in further legal action or the suspension of the seller’s account.

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b. Prelo's Role: Prelo acts as an intermediary platform for transactions between buyers and sellers. While we facilitate the payment processing through Stripe, we do not bear the responsibility for chargebacks. In the event of a chargeback, Prelo reserves the right to reverse the payment from the seller’s Stripe balance to cover the chargeback amount. This may include any applicable fees incurred by Prelo or payment processors.

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c. Sellers’ Agreement to Indemnify Prelo: Sellers agree to indemnify and hold Prelo harmless from any claims, damages, losses, or expenses resulting from chargebacks, including the costs incurred by Prelo in managing and processing such chargebacks. If a chargeback is filed against a seller's transaction, Prelo reserves the right to deduct the chargeback amount from the seller's payout or hold funds in escrow as necessary.

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13. Service Fees

Prelo charges the buyer a service fee of 8% on the total transaction price (including the shipping fee), plus a fixed fee of $2.85. This fee is clearly displayed during the checkout process and is added to the total transaction price before the purchase is completed. The buyer will see the total service fee amount during the checkout process. No service fees are charged to the seller and for listing items.

 

14. Third-Party Links and Services

Prelo may provide links to third-party websites or services. We do not control or endorse these third-party sites or services and are not responsible for their content or practices. Your use of third-party services is at your own risk.

The platform uses Google Maps API. By using the Platform, you are bound by Google’s Terms of Service.

 

15. Limitation of Liability

To the fullest extent permitted by law, Prelo and its affiliates, officers, employees, agents, and licensors are not liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, or data arising from your use of the Service.

 

16. Indemnification

You agree to indemnify, defend, and hold harmless Prelo, its affiliates, officers, employees, and agents from any claims, losses, damages, liabilities, or expenses (including legal fees) arising out of or in connection with your use of the Service or your violation of these Terms.

 

17. Termination

Prelo may suspend or terminate your access to the Service at any time, with or without notice, for any reason, including but not limited to violations of these Terms. Upon termination, you must cease all use of the Service.

 

18. Governing Law

These Terms are governed by and construed in accordance with the laws of Queensland, Australia. You agree to submit to the exclusive jurisdiction of the courts located in Queensland for the resolution of any disputes arising from these Terms.

 

19. Dispute Resolution

At Prelo, we are committed to maintaining a fair and transparent marketplace. In the event of a dispute between a buyer and seller, the following procedures outline how disputes will be handled:

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a. Initial Dispute Process

• Buyer’s Responsibility: If a buyer does not receive an item or receives an item that they believe is incorrect, damaged, or not as described, the buyer is responsible for initiating the dispute. The buyer must raise the dispute through the Platform within 48 hours of receiving the item.

• Seller’s Response: Once the dispute is raised, the seller will be notified and has the opportunity to offer a resolution to the buyer. This may include offering a refund (full or partial) or proposing another form of resolution.

• Resolution Acceptance: The buyer has the right to either accept or reject the resolution proposed by the seller. If the buyer is not satisfied with the seller’s resolution, they can choose to escalate the dispute to Prelo’s support team.

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b. Escalation to Prelo Support Team

• Escalation Process: If the buyer and seller cannot reach an agreement, either party may escalate the dispute to Prelo’s support team. The support team will mediate the situation, review the details, and provide a final resolution. This decision will be binding, and no further disputes or resolutions will be offered once made.

• Support Team Resolution: The resolution provided by Prelo’s support team is final, and no further dispute escalation or resolution will be allowed.

 

c. Response Time Requirements

• Both the buyer and seller are required to respond within 48 hours to any point in the dispute process. This includes responding when the dispute is first raised and when a resolution is offered by the seller.

• If either party fails to respond within the 48-hour timeframe, the dispute is automatically resolved in favour of the buyer or seller depending on the step in the process.

 

d. Payment Fees on Refunds

• Payment Fees on Refunds: If a full or partial refund is issued to the buyer, any payment processing fees incurred will be borne by the seller. This ensures that the buyer receives the correct refund amount, excluding any transaction fees.

• Refund Conditions: If the seller issues a refund, there is no return of the item back to the seller. Due to the nature of the marketplace being second-hand, returns of items are not imposed.

 

e. Consequences of Unresolved Disputes

• If a dispute is unresolved, Prelo reserves the right to suspend or terminate the accounts of either party involved if they are found to be in breach of the Terms of Service.

 

20. Identity Verification and Trust Badge

Our App offers an optional identity verification feature (“Trust Badge”) to promote confidence and safety within our community. To earn a Trust Badge, we will request that you verify your identity. By submitting your identification information, you authorise Prelo to collect, use, and retain your personal information solely for the purpose of verifying your identity and maintaining a safe community.

 

Verification does not constitute an endorsement, guarantee, or assurance of trustworthiness beyond confirming the identity of the user. You acknowledge that Prelo may revoke or suspend your verification status if it suspects false, misleading, or fraudulent information has been provided. Prelo will handle all identity data in accordance with its Privacy Policy and the Privacy Act 1988 (Cth).

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21. Privacy

Your privacy is important to us. Please review our Privacy Policy for details on how we collect, use, and protect your personal information.

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22. Contact Information

If you have any questions about these Terms or the Service, please contact us at: contact@prelo.com.au