Terms of Service
Last Updated: 10/04/2026
These Terms of Service (“Terms”) govern your access to and use of the Prelo Platform and related Services (collectively, “Prelo” or the “Platform”), operated by Prelo Pty Ltd (“Prelo”, “we”, “our”, or “us”).
By creating an account, accessing, or using Prelo, you agree to be bound by these Terms. If you do not agree, do not use the Platform.
1. Acceptance of Terms
By using the Platform, 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.
2. Definitions
A. GENERAL TERMS
“Platform” means the App, website, backend systems, tools, technologies, interfaces, and all other digital environments operated by Prelo that enable Users to buy, sell, communicate, ship, insure, review, and interact.
“Services” means all functionalities, features, tools, programs, and facilities made available through the Platform, including marketplace services, payment processing, shipping facilitation, insurance facilitation, identity verification, messaging tools, reviews and ratings, carbon tracking, and dispute mechanisms.
“User”, “you”, or “your” means any person accessing or using the Platform, whether as a Buyer, Seller, or otherwise.
“Prelo”, “we”, “our”, or “us” means Prelo Pty Ltd, the operator of the Platform.
“Third-Party Services” means any products, services, software, or tools provided by external parties, including (but not limited to) Stripe, Easyship, Google Maps API, and Courier providers.
“Australian Consumer Law” or “(ACL)” means Schedule 2 of the Competition and Consumer Act 2010 (Cth).
B. MARKETPLACE TERMS
“Buyer” means a User who purchases, or attempts to purchase, an Item through the Platform.
“Seller” means a User who lists, offers, or sells an Item through the Platform.
“Item” means any product listed by a Seller on the Platform for sale, subject to Prelo’s Prohibited Goods Policy and volume/dimension restrictions.
“Listing” means any Item description, price, images, or related information posted by a Seller on the Platform.
“User Content” means any data, text, photos, Listings, messages, reviews, ratings, or other content submitted, uploaded, or transmitted by a User.
“Service Fees” means the fees payable by Buyers for use of the Platform’s transactional and operational Services.
“Payment Processor” means Stripe, which processes payments and Payouts on behalf of Users.
“Payout” means funds released to a Seller after a completed transaction, subject to dispute windows and Stripe’s processes.
“Chargeback” means any payment reversal initiated by a Buyer through their financial institution, card issuer, or bank.
“Trust Badge” means the identity verification indicator provided by Prelo after confirming certain identity information.
“Shipping Insurance” means the insurance cover provided through Easyship for loss or damage of items in transit.
“Insured Value” means the maximum Easyship Shipping Insurance coverage per shipment (USD $10,000), subject to Easyship’s terms and evidence of actual Item value.
“Prohibited Goods” means the categories of Items that are not allowed to be listed, sold, shipped, or exchanged on the Platform.
“Carbon Tracker” means the non-binding informational feature that displays estimated carbon savings to Users based on Platform activity.
“Shipping Label” means the Easyship-provided prepaid shipping label generated after a successful transaction.
“Courier” means any third-party delivery service engaged through Easyship to transport Items.
“Verified Value” or “Proof of Value” means receipts, invoices, screenshots, or other acceptable evidence demonstrating the Item’s genuine value for Shipping Insurance purposes.
“Dispute Window” means the 48-hour period beginning when the Item is delivered by the Courier to the Buyer.
3. Changes to Terms
3.1. We may update these Terms from time to time. If we make changes, we will post the updated Terms on this page with the “Last Updated” date revised. For material changes that affect your rights or obligations, we will also provide reasonable notice, which may include Platform notifications or email.
3.2. The updated Terms take effect from the date they are posted unless otherwise specified. If you continue to use the Platform after the updated Terms become effective, you are deemed to have accepted them. If you do not agree to the updated Terms, you must cease using the Platform.
4. Eligibility
4.1. You must be at least 18 years old and have the legal capacity to enter into binding agreements to use the Platform. By using the Platform, you represent and warrant that you meet this requirement.
4.2. You must reside in Australia and provide a valid Australian mobile number and postal address. You agree to keep this information accurate, current, and complete, and to update it promptly if your details change.
4.3. You must not create an account using false, misleading, or fraudulent information, or using another person’s identity or contact details without their permission.
4.4. Prelo may request evidence of your age, identity, residency, or contact details at any time and may suspend or terminate your account if such information cannot be verified.
4.5. The Platform is intended only for private individuals selling or buying items on a personal, non-business basis. You must not use the Platform:
a) to carry on a business of selling goods;
b) as a trader, retailer, wholesaler, manufacturer, importer or other commercial seller; or
c) to list items that are being sold as part of regular business trading activities (including selling stock in trade, items purchased or produced with the primary intention of resale, or selling in significant volumes or with business-like systems and processes).
4.6. Prelo may refuse, suspend, or terminate access to the Platform for any User who does not meet these eligibility requirements or who Prelo reasonably believes does not meet them.
5. Account Registration
5.1. To access certain features of the Platform, you will be required to create an account. You agree to provide accurate, current, and complete information during registration and to keep this information updated at all times.
5.2. You must not create an account using false information, another person’s identity, or an invalid or temporary mobile number. Prelo may require you to verify your identity at any time.
5.3. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must not share your account or password with any other person.
5.4. You must notify Prelo immediately if you suspect any unauthorised access, misuse, or security breach relating to your account. Prelo is not responsible for any loss arising from unauthorised use of your account if you fail to keep your credentials secure.
5.5. You may only create one account unless Prelo provides written permission for additional accounts. Prelo may suspend or terminate accounts that are duplicative, fraudulent, or violate these Terms.
5.6. Prelo may refuse, suspend, or terminate access to the Platform, freeze funds, or require identity verification if Prelo reasonably suspects that your account information is inaccurate, incomplete, fraudulent, or has been compromised.
6. Use of the Platform
6.1. Marketplace Role
You acknowledge that Prelo operates a peer-to-peer marketplace Platform. Prelo is not a party to any transaction between Users and does not own, inspect, or guarantee any Items. All transactions occur solely between Buyers and Sellers.
6.2. Buying and Selling
Users may buy and sell Items on the Platform in accordance with these Terms. Sellers must ensure that all Listings, descriptions, prices, and images are accurate, complete, lawful, and not misleading. Sellers are solely responsible for the condition, legality, authenticity, and delivery of their Items.
6.3. Shipping and Payment
All shipping costs are paid by the Buyer unless otherwise stated. Shipping is facilitated through Easyship, and you agree to comply with all shipping requirements and restrictions in Easyship’s Terms of Service. Payments are processed through Stripe Connect, and by using the Platform you agree to abide by Stripe’s Terms of Service.
6.4. Off-Platform Transactions Prohibited
You must not attempt to buy, sell, or arrange payment for any Item outside the Platform (“fee avoidance”). Prelo may suspend or terminate accounts engaged in off-Platform transactions.
6.5. User Responsibilities
You agree not to:
a. list, buy, or sell illegal, prohibited, counterfeit, dangerous, or restricted Items;
b. post false, misleading, or deceptive content;
c. engage in fraud, impersonation, or other harmful conduct;
d. violate any applicable laws, regulations, or courier restrictions;
e. circumvent or attempt to circumvent Platform fees or processes;
f. share abusive, threatening, defamatory, hateful, or discriminatory content;
g. interfere with or disrupt the Platform, including through scraping, data mining, bots, or reverse engineering;
h. create multiple accounts without Prelo’s permission;
i. use the Platform for any purpose other than lawful personal use.
6.6. Prelo’s Rights
Prelo may, at its discretion and without liability:
a. remove or modify Listings;
b. restrict or suspend accounts;
c. limit buying or selling activity;
d. take action to protect Users, the Platform, or the public;
e. enforce these Terms and all Platform policies.
6.7. Compliance with Policies
Your use of the Platform must comply with all other policies referenced in these Terms, including the Prohibited Goods Policy, Shipping Policy, Shipping Insurance Terms, Payments Policy, Dispute Resolution Policy, and Privacy Policy.
7. Shipping Policy
Prelo partners with Easyship to facilitate shipping for transactions on the Platform. All shipments are carried out by independent third-party Couriers engaged through Easyship. Prelo does not transport, handle, or deliver any Items.
7.1. Shipping Costs
7.1.1. Buyer Responsibility: Buyers are responsible for all shipping costs, which are calculated and paid at checkout.
7.1.2. Shipping Rates: Rates are determined by Easyship based on package size, weight, distance, and Courier availability.
7.2. Shipping Process
7.2.1. Shipping Labels: After a purchase is completed, Sellers receive a prepaid Shipping Label. Sellers must print and securely affix the label to the package.
7.2.2. Courier Pickup: 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 Easyship directly.
7.2.3. Dispatch Obligation: Repeated failures by the Seller to dispatch Items may result in cancellation, refund to the Buyer, and account action.
7.2.4. Delivery Times: Delivery estimates are shown at checkout. Actual delivery times may vary due to Courier operations or external circumstances.
7.3. Packaging and Address Requirements
7.3.1. Sellers are responsible for ensuring Items are properly packaged to withstand normal Courier handling.
7.3.2. Sellers must provide a valid and accurate pickup address.
7.3.3. Buyers must provide a valid and accurate delivery address. Prelo is not responsible for delays or losses arising from incorrect addresses supplied by Users.
7.3.4. Couriers may refuse to collect Items that are improperly packaged, oversized, hazardous, or non-compliant with Courier rules. Such failures are the responsibility of the Seller.
7.4. Shipping Restrictions
7.4.1. Packages must be no larger than 0.512 cubic metres (512 litres) in volume. 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.
7.4.2. Any packages greater than the maximum volume specified in these Terms are not allowed to be listed, bought or sold, and may include, but not be limited to, such Items as furniture, cars, gardening equipment and appliances.
7.4.3. All Items must comply with Prelo’s Prohibited Goods Policy and Courier restrictions. Prohibited or restricted Items are not eligible for shipping or Shipping Insurance coverage.
7.5. Domestic-Only Shipping
The Prelo marketplace only serves Australia and therefore only supports domestic shipping within Australia. International shipping is not allowed.
7.6. Responsibility During Transit
7.6.1. Once an Item is accepted by the Courier, responsibility for transit lies with the Courier and Easyship, subject to the Shipping Insurance Terms.
7.6.2. Prelo is not responsible for:
a. Courier delays or cancellations,
b. misrouting,
c. lost or stolen packages,
d. Items damaged in transit,
e. Courier refusal due to packaging or prohibited contents.
7.7. Shipping Delays or Issues
If an issue arises, Users must first attempt to resolve the matter:
a. Between Buyer and Seller (whether through the dispute resolution process or by direct messaging in the Platform), and
b. With Easyship or the Courier,
before contacting Prelo Support for assistance. Prelo may investigate or assist at its discretion but is not responsible for Courier performance.
7.8. Enforcement
Prelo may suspend or restrict accounts that repeatedly:
a. fail to dispatch Items,
b. misuse Shipping Labels,
c. provide incorrect addresses,
d. violate shipping restrictions, or
e. breach Courier or Shipping Insurance requirements.
8. Shipping Insurance Terms
8.1. Shipping Insurance Facilitation
8.1.1. All shipments arranged through Prelo include Shipping Insurance cover provided via Easyship, which is underwritten and managed by Easyship’s appointed insurers. This cover protects against loss or damage in transit, subject to Easyship’s Shipping Insurance terms, limits, and exclusions. More information about Easyship’s Shipping Insurance cover can be found on this link: Easyship Insurance Terms & Conditions
8.1.2. This cover is automatically included as part of the shipping service and is not offered as a separate product. Prelo does not sell, arrange, or provide insurance advice. Prelo does not underwrite, issue, or guarantee insurance cover or payouts. The cover is ancillary to the shipping services facilitated by Prelo.
8.1.3. Prelo is not an insurance intermediary and does not receive any commission or benefit from the insurance provider. The Shipping Insurance is a pass-through component of the Easyship shipping service.
8.2. Shipping Insurance Value and Limits
8.2.1. Each shipment arranged through Prelo includes Shipping Insurance cover provided through Easyship up to a maximum of USD $10,000 per shipment, subject to Easyship’s Shipping Insurance policy terms, conditions, and exclusions.
8.2.2. As the Shipping Insurance limit is denominated in US dollars, the equivalent payout in Australian dollars (AUD) will vary depending on the exchange rate applied by Easyship or its insurer at the time the claim is processed. Prelo does not control or guarantee exchange rates or final payout amounts.
8.2.3. Shipping Insurance payouts cannot exceed the Verified Value of the Item, even if the policy limit is higher. Users may be required to provide Proof of Value, including receipts, invoices, or other documentation.
8.2.4. Claims may be reduced or denied if the Item was misdescribed, undervalued, prohibited, restricted, or insufficiently packaged, or if adequate Proof of Value cannot be provided.
8.3. Policyholder and Beneficiary Relationship
8.3.1. Prelo is the policyholder under the Shipping Insurance contract with Easyship. Users of the Prelo marketplace are beneficiaries of this cover to the extent permitted by Easyship’s Shipping Insurance policy.
8.3.2. Prelo holds any rights to claim and recover proceeds under this Shipping Insurance on behalf of the relevant user whose shipment is insured.
8.3.3. Prelo’s role is limited to facilitating claims with Easyship and its insurers in good faith, and passing through any approved payouts to the relevant user, less any applicable transaction or administrative fees expressly disclosed by Prelo.
8.3.4. Users acknowledge that Easyship and/or its insurer determine claim outcomes and payout amounts, and that Prelo does not guarantee or assume liability for any denied, reduced, or delayed claim.
8.4. Claims and Disputes
8.4.1. Claims must be notified to Prelo within 30 days of the delivery date or expected delivery date.
8.4.2. Users must provide all supporting evidence required by Easyship and/or its insurer (e.g. photos of damage, Proof of Value, proof of adequate packaging, police reports where relevant).
8.4.3. Prelo will submit the claim to Easyship on the user’s behalf and communicate the outcome.
8.4.4. Payouts, if approved, will be passed on to the user once received from Easyship or its insurer.
8.4.5. To the maximum extent permitted by law, Prelo’s liability in connection with any Shipping Insurance claim or cover is limited to lodging the claim in good faith and remitting any payout received from Easyship or its insurer.
8.4.6. Prelo is not liable for:
a. Any decision made by Easyship and/or its insurer.
b. Any shortfall between the Insured Value and the actual value of the Item.
c. Any consequential or indirect losses (e.g., lost profits, emotional distress).
8.4.7. If a user disagrees with a claim outcome, the user’s dispute is deemed to be with Easyship and/or its insurer, although Prelo will facilitate correspondence as the policyholder.
8.5. Exclusions and Limits
8.5.1. Shipping Insurance cover is subject to exclusions and limits set by Easyship and/or its insurer. Examples include (but are not limited to):
a. Prohibited or restricted Items.
b. Items not properly packaged.
c. Claims exceeding Insured Value declared at time of shipment.
8.5.2. The full list of exclusions is available on this link: Easyship Insurance Terms & Conditions
8.6. Financial Services Compliance
8.6.1. Prelo provides access to Easyship’s Shipping Insurance cover solely as an incidental component of the shipping service.
8.6.2. Prelo does not provide financial product advice, issue insurance contracts, or act as an insurance broker or distributor for the purposes of the Corporations Act 2001 (Cth).
8.6.3. Users acknowledge that Easyship and its insurers are responsible for compliance with Australian Financial Services licensing requirements relating to the Shipping Insurance component of the service.
8.6.4. Prelo makes no representation or warranty about the suitability or adequacy of any insurance cover for users’ specific Items or circumstances.
9. Prohibited Goods Policy
The following Items are strictly prohibited from being listed, sold, or exchanged on Prelo:
9.1. Illegal & Prohibited Goods, which include but are not limited to:
a. Drugs & Drug Paraphernalia including drug pipes, bongs, pill presses
b. Firearms & Weapons – Guns, ammunition, tasers, pepper spray, knuckle dusters, slingshots (in some states), crossbows
c. Explosives & Hazardous Materials – Fireworks, flammable liquids, toxic chemicals, acids, radioactive materials
d. Counterfeit & Stolen Goods – Fake designer brands, fraudulent goods, stolen property
e. Child Exploitation Material – Any content involving minors in an illegal or exploitative way
9.2. Restricted & Regulated Items (Require Permits, Licences or Special Handling), which include but are not limited to:
a. Alcohol & Tobacco
b. Prescription Medication & Supplements
c. Live Animals & Plants
d. Cultural & Historical Artifacts pertaining to Aboriginal and Torres Strait Islander sacred objects
e. Precious metals, bullions or reserves
f. 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)
9.3. Other
a. Pornography & Adult Content
b. Ivory & Endangered Animal Products
c. Unprocessed Food & Plants
d. Aerosols & Pressurised Containers – Perfumes, spray paint, and certain cosmetics may be restricted
e. Live plants
f. Goods banned by Couriers (explosives, dangerous chemicals, flammable Items)
9.4. If you encounter an Item that you believe violates this policy, please report it to us immediately.
10. Product Safety and Legal Compliance
10.1. Responsibility for Product Safety
You are solely responsible for ensuring that any items you list, sell or purchase through the Platform are safe, compliant and lawful. This includes complying with all applicable laws, regulations, mandatory product safety standards, information standards and product bans in force in Australia (together, Product Safety Laws).
10.2. Applicability to Second-hand Goods
Product Safety Laws may apply to second-hand goods as well as new goods. You must not list or supply any item that is unsafe, has been subject to a recall, is prohibited, or otherwise fails to comply with Product Safety Laws, even if it is second-hand.
10.3. Your Obligations as a Seller
Without limiting clause 10.1, if you list or sell items on the Platform you agree that you will:
a) ensure that all items you list are safe for their intended and foreseeable use;
b) check whether any mandatory safety standards, information standards or product bans apply to your items (for example, but not limited to, toys, children’s products, electrical items, button-battery products, prams and cots);
c) comply with any such standards and bans (including labelling, warnings and design requirements);
d) not remove, obscure or alter any safety warnings, labels or instructions that are required by law; and
e) not list items that you know, or reasonably ought to know, are unsafe, defective, recalled, counterfeit or non-compliant.
10.4. Recalls and Unsafe Products
If you become aware that an item you have listed, sold or supplied via the Platform is unsafe, faulty, non-compliant or subject to a recall or safety warning:
a) you must immediately remove the listing and stop listing the item on the Platform;
b) you must promptly notify Prelo through the in-app support or contact channels regarding any such items that you have already sold; and
c) you must comply with all applicable Product Safety Laws in relation to notifying affected buyers and taking any required steps.
10.5. Our Rights in Relation to Product Safety
Prelo may, at its discretion and without liability to you, remove or disable any listing, suspend or terminate your account, or take any other steps we consider reasonably necessary to protect users or comply with applicable laws where we believe, or a regulator or other third party alleges, that:
a) an item listed or sold via the Platform may be unsafe, non-compliant or prohibited; or
b) you have breached this Product Safety and Legal Compliance section.
Prelo does not assume any obligation to monitor all listings for safety compliance, and you remain responsible for your own compliance with Product Safety Laws.
10.6. No Professional Advice
Information we provide (including help centre articles, notices and guidance) about product safety or legal obligations is of a general nature only and is not legal advice. You are responsible for seeking your own independent legal or professional advice about your obligations under Product Safety Laws.
11. User Content
11.1. Ownership
You retain ownership of all content you upload, post, or submit to the Platform (“User Content”).
11.2. Licence to Prelo
By submitting User Content, you grant Prelo a non-exclusive, worldwide, royalty-free, transferable, and sub-licensable licence to use, host, store, copy, reproduce, modify, adapt, create derivative works from, publish, display, distribute, and otherwise make your User Content available:
a. on the Platform;
b. in connection with operating, promoting, and improving the Platform; and
c. for marketing and promotional purposes (including screenshots, examples, and advertisements).
11.3. This licence continues even after your account is suspended or terminated, to the extent necessary for:
a. dispute resolution,
b. fraud prevention,
c. legal compliance, or
d. maintaining Platform integrity.
11.4. User Warranties
You represent and warrant that:
a. you own or have the necessary rights to upload and use the User Content;
b. the User Content is lawful, accurate, and not misleading;
c. the User Content does not infringe any copyright, trademark, privacy, publicity, or other rights;
d. the User Content does not contain defamatory, abusive, or harmful material.
11.5. Prelo’s Rights
Prelo may remove, edit, restrict, or disable access to any User Content at any time and without notice if we reasonably believe it:
a. violates these Terms or any policies;
b. is fraudulent, illegal, harmful, or misleading;
c. infringes intellectual property rights;
d. poses risk to Users or the Platform.
Prelo does not guarantee that any User Content will remain available.
11.6. No Platform Liability
You are solely responsible for your User Content. To the maximum extent permitted by law, Prelo disclaims all liability arising from or related to User Content posted by you or others.
12. Reviews and Ratings
12.1. User Responsibility
You may leave reviews and ratings about Buyers and Sellers after a transaction. You agree that all reviews and ratings you submit will be truthful, accurate, based on your genuine experience, and not misleading, defamatory, abusive, or unlawful.
12.2. Prohibited Review Conduct
You must not:
a. manipulate, falsify, or artificially inflate reviews or ratings;
b. threaten, coerce, or pressure another User into providing a positive review;
c. retaliate against another User with false or misleading reviews;
d. post reviews unrelated to the specific transaction;
e. post reviews intended to harass, harm, or intimidate.
12.3. Licence to Use Reviews
By submitting a review, you grant Prelo a non-exclusive, worldwide, royalty-free licence to use, display, reproduce, modify, and publish your review on the Platform for the purpose of operating and improving the marketplace.
12.4. Prelo’s Moderation Rights
Prelo may, at its sole discretion and without notice, remove, edit, restrict, or disable access to any review or rating that:
a. violates these Terms or our policies;
b. is false, misleading, defamatory, abusive, harmful, or unlawful;
c. relates to prohibited transactions or off-Platform activity;
d. is suspicious or appears to be fraudulent or manipulated;
e. poses a risk to Users or the integrity of the Platform.
Prelo is not obligated to publish any review and may decline to publish or republish a review at any time.
12.5. Disputes About Reviews
If a review results in a dispute between Users, Prelo may investigate and take any action it considers appropriate, including removal of the review or suspension of accounts.
12.6. No Liability for User Reviews
You acknowledge that reviews and ratings reflect the opinions of Users, not Prelo. To the fullest extent permitted by law, Prelo is not responsible or liable for any reviews or ratings posted by Users.
13. Carbon Tracker
Prelo may provide an informational feature known as the Carbon Tracker, which displays estimated carbon savings based on your buying and selling activity on the Platform.
13.1. Estimates Only
You acknowledge that all carbon-related figures displayed by the Carbon Tracker are estimates only, based on general emissions data and assumptions that may not reflect actual environmental impact or real-world carbon savings.
13.2. No Reliance
The Carbon Tracker is provided for informational and educational purposes only. It is not intended to be, and must not be relied upon as, scientific data, environmental reporting, financial information, or legal, regulatory, or compliance guidance.
13.3. No Guarantee of Accuracy
Prelo does not guarantee the accuracy, completeness, or suitability of any emissions data or calculations. Actual emissions and savings may vary significantly.
13.4. Limitation of Liability
To the fullest extent permitted by law, Prelo is not liable for any loss, damage, or claim arising from or related to your use of, or reliance on, the Carbon Tracker or any carbon-related information displayed on the Platform.
13.5. External Use Prohibited
You must not present or publish the Carbon Tracker estimates as verified environmental data or official emissions reporting.
14. Payments Policy
Prelo uses Stripe Connect to process all payments on the Platform. Stripe acts as the payment service provider for Buyers and Sellers. Prelo does not store, receive, or control any funds paid through the Platform.
14.1. Payment Processing
14.1.1. Stripe Connect
All payments for Items are processed by Stripe Connect. By using the Platform as a Buyer or Seller, you agree to comply with Stripe’s Terms of Service, including identity verification, permitted use, and fraud prevention obligations.
14.1.2. Holding of Funds
Funds are held by Stripe (not Prelo) until the Buyer confirms receipt or the Dispute Window expires. Once Stripe approves the Payout, funds will be released to the Seller.
14.1.3. Prelo Not a Payment Provider
Prelo is not a bank, trustee, escrow service, or money remitter and does not hold or control funds at any time.
14.2. Payment Methods
14.2.1. Buyers
Buyers may pay using credit cards, debit cards, or any other payment methods supported by Stripe.
14.2.2. Sellers
Sellers must connect a valid bank account or other Stripe-supported Payout method. Sellers are responsible for ensuring that their Payout details are accurate and up-to-date.
14.3. Payouts, Withholding & Reversals
14.3.1. Payout Timing
Payout timelines are determined by Stripe and may vary due to banking cycles, verification requirements, or Stripe risk reviews.
14.3.2. Withholding
Stripe or Prelo may delay, withhold, or reverse Payouts if:
a. a dispute or Chargeback is filed,
b. the transaction appears fraudulent,
c. identity verification is incomplete,
d. the Item violates Prelo policies,
e. required shipping or delivery evidence is missing.
14.3.3. Failed Payouts
If a Payout fails, the Seller must update their banking details. Prelo is not responsible for Payout delays caused by incorrect account information or bank rejections.
14.4. Refunds and Disputes
14.4.1. Refunds (full or partial) may be issued under Prelo’s Dispute Resolution Policy.
14.4.2. Refunds are processed through Stripe and may take several business days to reach the Buyer.
14.4.3. Payment Processor fees may be non-refundable depending on Stripe’s policies.
14.4.4. Sellers are responsible for any Chargebacks relating to their transactions.
14.5. Fees & Deductions
Stripe may deduct:
a. transaction fees,
b. Chargeback fees,
c. dispute fees, and
d. other applicable processing fees.
14.6. Prelo is not responsible for Stripe’s fees, nor for losses arising from disputed or reversed transactions.
14.7. Currency
All transactions are processed in Australian Dollars (AUD).
14.8. Security & Fraud Prevention
14.8.1. Prelo and Stripe take reasonable steps to secure payment information.
14.8.2. Users must ensure that their payment credentials are kept secure and not shared with others.
14.8.3. Prelo may suspend or restrict accounts suspected of fraudulent or unauthorised activity.
15. Chargeback Liability
15.1. Seller Responsibility
Sellers are solely responsible for any Chargebacks, payment disputes, reversals, or clawbacks relating to their transactions, regardless of the reason provided by the Buyer or the issuing bank. This includes (without limitation) the reversal of the original payment, Stripe dispute fees, card network fees, and any associated costs.
15.2. Stripe Chargeback Process
Chargebacks are processed and determined solely by Stripe, the Buyer’s bank, and the relevant card network. Prelo does not control, influence, or decide the outcome of any Chargeback investigation. Sellers must comply with Stripe’s evidence requirements and provide any requested documentation promptly.
15.3. Reversal of Payouts
If a Chargeback occurs, Stripe may automatically reverse a Payout or debit the Seller’s connected Stripe account. Sellers authorise Prelo and Stripe to:
a. reverse or withhold Payouts,
b. deduct funds from the Seller’s Stripe balance, and
c. apply future Payouts toward outstanding Chargeback amounts.
15.4. Insufficient Funds
If there are insufficient funds in the Seller’s Stripe balance to cover a Chargeback, Stripe may debit the Seller’s connected bank account in accordance with Stripe’s Terms of Service. Prelo may require the Seller to repay outstanding amounts owed due to Chargebacks before continuing to use the Platform.
15.5. Prelo Not Liable
To the maximum extent permitted by law, Prelo is not liable for any Chargebacks, reversals, bank decisions, Stripe decisions, or losses arising from disputed transactions.
15.6. Right to Withhold Funds
Prelo and Stripe may withhold, suspend, or delay Payouts where:
a. a Chargeback is filed,
b. the transaction appears fraudulent,
c. the Item violates Platform or Courier policies,
d. identity verification is pending,
e. delivery evidence is insufficient,
f. Prelo reasonably believes the Seller poses financial risk.
15.7. Indemnity
Sellers agree to indemnify and hold harmless Prelo from all losses, costs, claims, fees, penalties, or expenses arising out of or relating to Chargebacks, including Stripe dispute fees, administrative handling costs, and legal expenses.
15.8. Account Action
Prelo may suspend, limit, or terminate a Seller’s account if Chargebacks occur frequently or remain unresolved.
16. Service Fees
16.1. Buyer Service Fees
Prelo charges Buyers a Service Fee of 8% of the total transaction amount (including shipping) plus $2.85. The Service Fee is displayed during checkout before the Buyer confirms the purchase.
16.2. No Seller Listing Fees
Prelo does not currently charge Sellers any Listing or Service Fees for posting Items on the Platform. Prelo may introduce Seller fees in the future in accordance with clause 16.5 below.
16.3. Fee Deduction and Payment
The Service Fee is collected at the time of purchase and processed through Stripe. By using the Platform, Users authorise Prelo and Stripe to deduct applicable fees from the transaction total or Payout amount.
16.4. Non-Refundable
Unless required by law or expressly stated in our Dispute Resolution Policy, Service Fees are non-refundable, including in cases where:
a. a Buyer or Seller cancels a transaction;
b. a dispute results in a refund;
c. a User’s account is suspended or terminated.
16.5. Changes to Fees
Prelo may modify Service Fees or introduce new fees at any time. Any changes will be communicated with reasonable notice and will apply to transactions completed after the changes take effect.
16.6. No Fee Avoidance
Users must not attempt to circumvent or avoid Service Fees, including by completing or arranging transactions outside the Platform. Prelo may suspend or terminate accounts engaged in fee avoidance.
16.7. Taxes
Any applicable taxes (including GST) may be added to the Service Fee and will be displayed at checkout.
17. Third-Party Links and Services
17.1. Third-Party Services
The Platform integrates with and relies on various Third-Party Services, including (but not limited to) Stripe (payment processing), Easyship (shipping and Shipping Insurance facilitation), courier companies, identity verification providers, cloud hosting providers, analytics tools, and Google Maps API. These Third-Party Services are not controlled by Prelo.
17.2. No Endorsement or Responsibility
Prelo does not endorse, control, or guarantee any Third-Party Service and is not responsible for their availability, accuracy, performance, decisions, errors, omissions, delays, pricing, security, or conduct. Your use of Third-Party Services is entirely at your own risk.
17.3. Third-Party Terms Apply
Your use of any Third-Party Service may be governed by that provider’s separate terms and conditions. By using the Platform, you agree to comply with such terms, including (but not limited to) Google’s Terms of Service for Google Maps API and Stripe’s Terms of Service for payment processing.
17.4. No Liability for Third-Party Failures
To the maximum extent permitted by law, Prelo is not liable for any loss, damage, delay, misdelivery, non-delivery, incorrect mapping location, payout failure, insurance decision, courier issue, or other problem caused by or arising from any Third-Party Service.
17.5. Right to Substitute Providers
Prelo may modify, replace, suspend, or cease using any Third-Party Service at any time without notice. Prelo is not responsible for any impact on the availability or functionality of the Platform resulting from such changes.
17.6. Data Handling by Third Parties
Certain personal information (e.g., addresses, payment details, phone numbers) may be shared with Third-Party Services as necessary to operate the Platform. Prelo is not responsible for the handling of such data by third parties.
18. Limitation of Liability
18.1. Australian Consumer Law (ACL)
Nothing in these Terms excludes, restricts, or modifies any consumer guarantees, rights, or remedies that cannot be excluded under the Australian Consumer Law (ACL). To the extent that any statutory guarantees apply, Prelo’s liability is limited, where permitted by law, to the resupply of the relevant Services or the cost of having the Services resupplied.
18.2. No Responsibility for User Transactions
To the maximum extent permitted by law, you acknowledge and agree that Prelo:
a. is not a party to any transaction between Buyers and Sellers;
b. does not own, inspect, store, handle, or guarantee any Items;
c. does not verify the accuracy, legality, quality, safety, or condition of any Item or Listing;
d. is not responsible for any communication, conduct, payment, shipment, or interaction between Users;
e. is not responsible for any decision made by a Buyer or Seller.
Users transact with each other entirely at their own risk.
18.3. No Responsibility for Third-Party Services
Prelo relies on third-party providers to deliver many of its Services, including:
a. Stripe (payment processing),
b. Easyship (shipping and Shipping Insurance facilitation),
c. Couriers (pickups, transit, and delivery),
d. insurers (claim assessment and payouts),
e. identity verification partners,
f. Google Maps API and other technical integrations.
To the fullest extent permitted by law, Prelo is not liable for the acts, omissions, errors, faults, delays, decisions, data handling, outages, or failures of any third-party service provider.
18.4. Shipping, Delivery, and Courier Disclaimers
To the maximum extent permitted by law, Prelo is not liable for:
a. delayed deliveries;
b. failed pickups;
c. Courier negligence;
d. lost or stolen packages;
e. misrouting;
f. damage to Items during transit;
g. inaccuracies in tracking information;
h. Couriers’ refusal to transport prohibited or incorrectly packaged Items.
Prelo does not control Courier operations and does not assume responsibility for Courier performance.
18.5. Shipping Insurance, Claims, and Loss During Transit
To the maximum extent permitted by law, Prelo is not liable for:
a. any decision made by Easyship or its insurer regarding a claim;
b. delays in claim processing or payout;
c. any reduction in payout or denial of coverage;
d. discrepancies arising from exchange rates, insured value, or proof-of-value disputes;
e. any loss exceeding the insurer’s determined payout;
f. any misdescription, undervaluation, prohibited Items, or inadequate packaging that affects coverage.
You acknowledge that Shipping Insurance decisions are made solely by Easyship and its insurer.
18.6. Platform Access, Downtime, and Data Loss
To the maximum extent permitted by law, Prelo is not liable for:
a. Platform downtime, maintenance, outages, or interruptions;
b. loss of data, corruption of data, or unauthorised access;
c. viruses, harmful code, or security breaches;
d. errors, bugs, failures, or technical issues in the Platform or App;
e. any suspension or termination of your account.
Prelo does not guarantee uninterrupted, error-free, or secure access to the Platform.
18.7. Exclusion of Indirect and Consequential Loss
To the maximum extent permitted by law, Prelo is not liable for any indirect, incidental, special, punitive, or consequential loss, including:
a. loss of profits,
b. loss of revenue,
c. loss of opportunity,
d. loss of goodwill or reputation,
e. lost data,
f. emotional distress,
g. or business interruption.
This exclusion applies even if Prelo has been advised of the possibility of such loss.
18.8. Limitation of Prelo’s Maximum Liability
Subject to clause 18.1, Prelo’s total aggregate liability for any claim arising out of or relating to the Platform, the App, or the Services is limited to the lesser of:
a. AUD $100, or
b. the total Service Fees paid by you to Prelo in the 12 months preceding the event giving rise to the claim.
This cap applies to all claims, whether in contract, tort (including negligence), statute, equity, or otherwise.
18.9. User Assumption of Risk
You acknowledge and agree that you use the Platform at your own risk and that:
a. all Items are sold directly by Sellers, not Prelo;
b. all shipments are fulfilled by third parties, not Prelo;
c. all payments are processed by Stripe, not Prelo;
d. Prelo does not guarantee the actions, behaviour, or integrity of any User;
e. Prelo does not guarantee the quality, authenticity, or legality of any Item;
f. Prelo does not guarantee the outcome of any dispute between Users.
19. Indemnification
19.1. You agree to indemnify, defend, and hold harmless Prelo Pty Ltd, its affiliates, officers, directors, employees, contractors, and agents (collectively, “Prelo Parties”) from and against any claims, demands, complaints, losses, damages, liabilities, penalties, fines, costs, or expenses (including legal fees, dispute fees, administrative costs, and enforcement costs) arising out of or in connection with:
a. your use of the Platform, including buying, selling, shipping, messaging, reviewing, or posting content;
b. your breach of these Terms, any policies, or any applicable laws or regulations;
c. your Listings, including inaccurate, misleading, unlawful, or prohibited content;
d. your User Content, including any claim of infringement of intellectual property, privacy, or other rights;
e. your interactions or disputes with other Users;
f. your breach of any warranties, including warranties relating to Item condition, legality, ownership, packaging, or value declarations;
g. Chargebacks, payment disputes, or reversals relating to your transactions (including fees imposed by Stripe or card networks);
h. your use of Shipping Labels, including misuse, non-compliance, or providing incorrect addresses;
i. any prohibited, dangerous, or illegal Items you list, sell, ship, or purchase;
j. your conduct causing any loss to Prelo, Stripe, Easyship, Couriers, insurers, or any third party.
k. This indemnity applies to claims brought by any person, including Buyers, Sellers, Couriers, insurers, third-party service providers, regulators, or other third parties.
19.2. This clause survives termination of your account and your use of the Platform.
20. Termination and Suspension
20.1. Termination or Suspension by Prelo
Prelo may suspend, restrict, or terminate your access to the Platform, or remove any Listing or User Content, at any time and at its discretion where Prelo reasonably believes that:
a. you have breached these Terms or any Platform policy;
b. you have engaged in fraudulent, deceptive, harmful, or unlawful conduct;
c. you have been involved in repeated disputes or Chargebacks;
d. you have listed, sold, or attempted to ship prohibited or dangerous Items;
e. you have misused Shipping Labels or interfered with Courier processes;
f. you have failed or refused to complete identity verification;
g. your account poses a risk to other Users, the Platform, or third-party providers;
h. Prelo needs to comply with legal or regulatory obligations.
20.2. Where reasonable, Prelo will provide notice of suspension or termination, but Prelo may act without notice if immediate action is required to protect Users, prevent harm, or comply with legal obligations.
20.3. User Obligations After Termination
Upon termination, you must immediately cease all use of the Platform. Termination does not affect:
a. your obligation to complete transactions already agreed to;
b. your responsibility for any Chargebacks, disputes, refunds, or outstanding amounts;
c. our right to retain, withhold, or reverse payouts where necessary;
d. our right to use or retain User Content for dispute resolution, fraud prevention, legal compliance, or Platform integrity.
20.4. No Liability for Termination
To the maximum extent permitted by law, Prelo is not liable to you for any suspension, restriction, or termination of your account or access to the Platform.
20.5. Survival
The following clauses survive termination:
a. Limitation of Liability,
b. Indemnification,
c. Payments and Chargebacks,
d. User Content licence,
e. Dispute Resolution,
f. any other obligations intended to survive termination.
21. Governing Law
These Terms are governed by the laws of New South Wales, Australia. You submit to the exclusive jurisdiction of the courts of New South Wales in relation to any dispute arising out of or in connection with these Terms or your use of the Platform.
22. Dispute Resolution Policy
Prelo provides a dispute process to assist Buyers and Sellers in resolving issues relating to transactions on the Platform. Prelo is not a party to transactions between Users and provides dispute assistance on a good-faith, discretionary basis.
22.1. Initial Dispute Process
22.1.1. Buyer Responsibility
If an Item is not received, or is believed to be incorrect, damaged, or materially not as described, the Buyer must raise a dispute through the Platform within 48 hours of delivery or expected delivery.
22.1.2. Seller Response
The Seller will be notified and may propose a resolution (such as a full or partial refund or an extenuating explanation).
22.1.3. Buyer Review
The Buyer may accept or reject the Seller’s proposal. If no agreement is reached, either party may escalate the dispute under clause 22.2.
22.2. Escalation to Prelo
22.2.1. Escalation
If the parties cannot resolve the dispute, either may escalate it to Prelo. Prelo may request additional information, including photos, evidence of condition, shipping documentation, or Proof of Value.
22.2.2. Discretionary Determination
Prelo may, at its discretion, issue a determination based on the information provided. This may include issuing a refund, reversing or withholding a payout, or dismissing the dispute. Prelo may, at its discretion, issue a determination based on the information provided. This may include directing the Seller to issue a full or partial refund, recommending an alternative resolution, withholding or reversing a payout where necessary under our Payments and Chargeback Policies, or dismissing the dispute. Where a refund is required as part of the resolution, the refund will generally be issued by the Seller, unless Prelo is legally required or operationally enabled to process the refund through Stripe.
22.3. ACL Notice
Nothing in this clause limits any rights a consumer may have under the Australian Consumer Law.
22.4. Response Time Requirements
22.4.1. Users must respond to dispute communications within 48 hours, unless reasonable circumstances prevent a timely response which would need to be communicated to Prelo.
22.4.2. Where a party does not respond within the required timeframe, Prelo may proceed to make a determination based on available information.
22.5. Payments, Refunds, and Reversals
22.5.1. Refunds are processed through Stripe according to Prelo’s Payments and Chargeback Policies.
22.5.2. Prelo and Stripe may withhold, reverse, or delay Payouts where:
a. a dispute is pending;
b. evidence is insufficient;
c. fraud is suspected;
d. the Item appears prohibited or non-compliant.
22.5.3. Item Returns
Due to the nature of second-hand goods, Prelo does not generally require returns. However, Prelo may request or require a return where reasonable or necessary for fraud prevention, legal compliance, or dispute resolution.
22.5.4. Payment processing fees may be non-refundable in accordance with Stripe’s policies.
22.6. Prelo’s Rights
Prelo may suspend, restrict, or terminate accounts involved in repeated disputes or breaches of the Terms. Prelo’s involvement in a dispute does not create any obligation to continue providing dispute assistance in future matters.
22.7. Limitation of Prelo’s Liability
To the maximum extent permitted by law, Prelo is not liable for:
a. the outcome of any dispute,
b. the conduct of Buyers or Sellers,
c. losses arising from Items being incorrect, damaged, or not delivered,
d. third-party Courier or Payment Processor decisions.
22.8. Prelo’s dispute decisions are made in good faith but do not prevent Users from pursuing external remedies available under law.
23. Identity Verification and Trust Badge
23.1. Purpose of Verification
The Platform may offer an optional identity verification feature (“Trust Badge”) to promote confidence and safety within the community. Verification is not required to use the Platform and may not always be available.
23.2. User Consent
To apply for a Trust Badge, you may be required to provide identification information or documentation. By submitting this information, you authorise Prelo to collect, use, store, and disclose your personal information solely for the purposes of identity verification, fraud prevention, Platform security, and compliance with legal obligations, in accordance with our Privacy Policy and the Privacy Act 1988 (Cth).
23.3. No Guarantee or Endorsement
Identity verification confirms only that certain identification information was submitted and matched at the time of verification. Verification does not guarantee a User’s identity, behaviour, trustworthiness, or compliance with these Terms. Prelo does not endorse or vouch for any User, whether verified or unverified, and is not responsible for any conduct by verified Users.
23.4. Discretion and Revocation
Prelo may refuse, revoke, suspend, or require re-verification of a Trust Badge at any time, including where it suspects inaccurate, false, misleading, or fraudulent information has been provided, or where continued verification is not appropriate for safety, compliance, or security reasons.
23.5. Data Handling and Retention
Identity verification information may be retained for a reasonable period for the purposes of fraud prevention, dispute resolution, maintaining Platform integrity, and complying with legal requirements. All identity information will be handled in accordance with Prelo’s Privacy Policy and applicable laws.
24. Privacy
24.1. Your privacy is important to us. Our handling of personal information is governed by our Privacy Policy, which forms part of these Terms. By using the Platform, you consent to the collection, use, disclosure, and storage of your personal information as described in the Privacy Policy.
24.2. Prelo may update the Privacy Policy from time to time, and your continued use of the Platform constitutes acceptance of the updated Policy.
24.3. The Platform may share your personal information with third-party service providers (including payment processors, shipping providers, identity verification partners, insurers, analytics tools, and hosting providers) as necessary to operate the Platform, process transactions, prevent fraud, and comply with legal obligations.
24.4. In the event of any inconsistency between these Terms and the Privacy Policy regarding the handling of personal information, the Privacy Policy prevails.
25. Contact Information
If you have questions about these Terms or the Platform, you may contact us at contact@prelo.com.au. Prelo may update its contact details or support channels from time to time, and the most current information will be available on the Platform. Communication with Prelo does not guarantee that we will take any specific action unless required by law. Prelo may contact you using the email address or other contact details associated with your account for matters relating to your use of the Platform, including notices required under these Terms.