Terms of service

Last updated: 2026-05-05. By creating an account or booking a service through SilverConnect you agree to these terms. If you do not agree, please don't use the platform.

Who we are: SilverConnect is a marketplace that connects elders and their families with vetted in-home service providers. We are not the employer of providers — they are independent operators. We screen them (police check, identity, first aid where relevant) but the contract for each service is between you and the provider.

Booking and payment: when you confirm a booking, the price shown is held against your card via Stripe. We release payment to the provider after you mark the service complete (or automatically 48 hours after the scheduled completion if you don't act). You can cancel free of charge up to 24 hours before the service; later cancellations may incur a 50% fee that goes to the provider for blocked time.

Disputes: if something goes wrong, raise a dispute from the booking detail page within 14 days of the service. Our team reviews the evidence and decides full refund / partial refund / no refund within 7 working days. Both parties are notified of the decision.

Safety: if you experience harassment, theft, damage or any other safety incident, file a safety report immediately. We take these seriously — credible reports lead to provider suspension or permanent ban, and we cooperate with police when escalated.

Reviews: you can review a provider after a completed service. Reviews must be honest and based on the actual service. We may remove reviews that are abusive, contain personal data of others, or are submitted in bad faith. Providers may publicly reply once.

Provider obligations: providers must keep their identity, police-check, first-aid (where required) and insurance documents current. Failure to keep documents valid leads to account suspension. Providers commit to honouring confirmed bookings and not soliciting customers off-platform.

Intellectual property: the SilverConnect name, logo, design and platform code belong to SilverConnect Pty Ltd. Reviews and photos you submit grant us a non-exclusive licence to display them on the platform; you keep ownership.

Liability: we use reasonable care in vetting providers and operating the platform but we cannot guarantee provider conduct. Our maximum liability for any single incident is limited to the total amount you paid for the affected booking, except where Australian Consumer Law gives you stronger rights that cannot be excluded.

Termination: you can close your account at any time from Settings → Privacy. We can suspend or close accounts that violate these terms; we'll tell you why and give you a chance to respond unless safety requires immediate action.

Changes: we'll post material changes here and notify active users by email at least 30 days before they take effect.

Governing law: AU customers — New South Wales law. CN customers — Mainland China law (Shanghai courts). CA customers — Ontario law. Disputes go to the courts of the relevant jurisdiction.

Contact: legal@silverconnect.com.au.