Coach Terms of Service

Proach Pty Ltd – Coach Terms & Conditions of Use

 

Effective Date: November 2025

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Company: Proach Pty Ltd (ACN: 685 886 784) 

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Registered Office: Maroochydore QLD 4558, Australia

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Governing Law: Queensland, Australia

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Summary of Key Terms (Plain-English Overview)

 

• These Terms govern your use of the Proach Platform as an independent Coach.

• Coaches are independent contractors (not employees or agents). You set your own base rates; Proach facilitates bookings and payments.

• Payments are processed via secure third parties (e.g., Stripe). Proach does not store full card details.

• Liability is limited in line with the Australian Consumer Law; disputes go to mediation before court.

• This summary is for convenience only and does not replace the full legal terms below.

 

1. Definitions

 

Coach – a person or entity offering coaching or mentoring services through the Platform.

 

Client – a person using the Platform to book or purchase coaching or mentoring sessions.

 

Platform – the Proach website, mobile application, and associated systems operated by Proach Pty Ltd.

Proach, we, us, or our – Proach Pty Ltd.

Session – any paid or free coaching engagement arranged through the Platform.

User – any person using the Platform, including Clients and Coaches.

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2. Agreement Formation & Electronic Acceptance

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By accessing or using the Platform as a Coach, you agree to these Terms. If you do not agree, you must not offer services via the Platform. By selecting “I agree,” creating a Coach account, or continuing to use the Platform, you confirm that you have read, understood, and accepted these Terms. This constitutes an electronic signature that is legally binding under the Electronic Transactions Act 1999 (Cth) and is equivalent to a signed written agreement.

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Records of Acceptance. Proach records your acceptance (user ID, timestamp, IP, and the current Terms’ version). You consent to Proach relying on these records as evidence of your agreement.

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3. Independent Contractor Relationship & Marketplace Role

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Coaches operate as independent contractors and not as employees, partners, or agents of Proach. These Terms do not create any employment, partnership, joint venture, fiduciary, or agency relationship. Proach operates an online marketplace and facilitation service only; coaching services are supplied solely by Coaches. By accepting a booking, you enter into a direct contract with the Client; Proach is not a party to that contract.

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Coaches must not solicit or accept off-Platform payments from Clients first introduced via the Platform. Where Proach reasonably suspects circumvention, we may restrict or remove access to messaging or Client visibility and may suspend or terminate the account.

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4. Eligibility, Registration & Account Security

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To offer services on the Platform, you must be at least 18 years old, capable of entering binding contracts, and comply with applicable Australian laws, including any professional conduct obligations relevant to your modality. You agree to provide accurate and current information and to keep it updated. You are responsible for safeguarding your account credentials, using strong passwords, and promptly notifying Proach of any suspected unauthorised access. Proach is not responsible for losses resulting from compromised accounts where reasonable precautions were not taken.

 

No Minors. The Platform is for adults (18+) only. Coaches must not provide services to persons under 18 through the Platform. Proach may suspend or terminate any account where we reasonably believe this requirement has been breached.

 

4A. Identity Verification (Trust & Safety)

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You consent to Proach verifying your identity using third-party providers (which may include ID document checks, facial comparison, and/or liveness detection).

 

You may be required to submit:
(a) a valid government-issued photo ID;
(b) a selfie or liveness check; and
(c) any additional verification reasonably required.

 

Biometric consent. Where facial comparison or liveness is used, you give express consent to the collection and handling of biometric information in accordance with our Privacy Policy. If you withdraw consent, Proach may be unable to provide Platform access and may suspend your account.

Identity verification is performed for internal safety and compliance purposes only and does not constitute endorsement, certification, or a guarantee of your competence or licensing by Proach.

 

Failure to complete verification, a mismatch, or suspected fraud may lead to suspension or termination under cl. 17. Proach may place payout reserves under cl. 8 while an investigation is conducted.

 

4B. Qualifications, Certifications & Profile Badges

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You may upload qualifications, licences, accreditations, and training records (“Credentials”). You declare all Credentials are genuine, accurate, current, and not misleading. You authorise Proach to review Credentials for verification and audit purposes.

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For transparency, the Platform may display a badge on your profile showing the status of each Credential:

 

• Verified Qualification (AQF / Government-Accredited): verified via approved systems (e.g., My eQuals) or review of official records (e.g., TEQSA/ASQA/TAFE/RTO, university degrees).
   

• Industry Certificate – Documentation Provided: a non-AQF/private training certificate. Proach confirms only that a document was supplied and appears to match your identity. Proach does not endorse the issuing body.
   

• Self-Reported: a claim where supporting documentation is insufficient or not reasonably verifiable.
   

You must promptly notify Proach if a qualification expires, a licence lapses, or you otherwise lose the right to practise under a Credential.

 

Badges indicate documentation status only. They are not an endorsement of any training provider or methodology, and do not guarantee outcomes. A display of a badge is not an endorsement of your coaching methods, training quality, or outcomes (see cl. 9 – No Endorsement).

 

4C. Regulated Titles & Scope of Practice

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You take full legal responsibility for any regulated or protected title you claim or imply (including Psychologist, Counsellor, Therapist, Dietitian/Nutritionist where regulated, Financial Adviser, Medical or Allied Health titles).

 

You must not claim a regulated title unless you hold the legally required registration, licence, or certification in your jurisdiction and comply with all professional obligations.

Sessions provide general guidance unless you are appropriately registered/authorised for regulated advice and you clearly disclose that status to the Client (see cl. 9 – Professional Boundaries).

 

4D. Credential Storage, Access & Retention

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You consent to Proach storing uploaded Credentials and verification materials for verification, audit, compliance, fraud investigation, and internal quality control.

Documents are stored in a secure, access-restricted cloud environment. Only authorised personnel may access them.

 

Unless legally required otherwise, documents may be retained for up to 5 years after account closure, or longer if reasonably necessary for an ongoing investigation, dispute, or legal obligation.

 

Deletion requests will be handled under the Privacy Policy and are subject to legal retention requirements.

 

5. Fraud, Misrepresentation & Enforcement

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Providing false, misleading, altered, or fraudulent information or documents is strictly prohibited. Proach may (acting reasonably) suspend or terminate your account, withhold or reserve payouts for up to 90 days, set-off refunds/chargebacks, notify Clients where appropriate, and refer matters to regulators or law enforcement (see cl. 8 and cl. 17). If a reserve is applied, you may submit supporting evidence within 7 days, and Proach will review it in good faith and provide updates through resolution.

 

Proach will act reasonably and proportionately when applying or maintaining a reserve and will release any unapplied reserve promptly once the issue is resolved.

 

5A. Platform Use, Conduct & Prohibited Practices

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You must use the Platform professionally and ethically. You must not:

 

• misrepresent your qualifications, experience, or licensing;
   

• engage in harassment, discrimination, or other inappropriate conduct;
   

• send spam or unsolicited promotions;
   

• scrape, harvest, or reverse-engineer the Platform or its software;
   

• upload malware or interfere with Platform security; or
   

• circumvent the Platform’s payment processes.
   

Proach may suspend or terminate your account for any breach of these Terms or for conduct detrimental to Platform users or Proach’s reputation.

 

You as the Coach must, respect Client confidentiality and privacy, and only share Client information where the Client consents or where required by law/safety; 

 

And, use the Platform’s messaging for session coordination where practicable; Proach may give reduced weight to evidence from unverifiable off-Platform channels in a dispute.

 

6. Third‑Party Integrations & External Services

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The Platform integrates with third‑party systems such as payment providers (including Stripe) and communication tools (e.g., FaceTime, Google Meet, Zoom). Proach does not collect or store complete payment card information. Sessions may occur through third‑party platforms or in person; Proach is not responsible for the performance, availability, or security of those services. Proach is not liable for any injury, loss, or damage arising from off‑Platform or in‑person interactions between Coaches and Clients. Use of third-party tools is at your and the Client’s discretion and risk. Proach makes no representation that such tools are secure, uninterrupted, or error-free.

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7. Fees, Commission, Pricing, Currency & Tax

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Coaches set their own base Session fees, subject to Platform rules. Proach retains a commission between 15% and 20% of the Session price and may apply a service fee to Client transactions. All amounts are processed through secure third‑party providers. All prices are in Australian Dollars (AUD) and include Goods and Services Tax (GST) where applicable. As an independent contractor, you are solely responsible for declaring income and paying any applicable taxes, GST, superannuation, and business levies.

Proach does not withhold or remit taxes on your behalf. Proach may vary the commission or service fee on at least 14 days’ notice via email and in-app notification. Continued use of the Platform after the effective date constitutes acceptance of the updated fees.

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8. Payouts, Chargebacks & Fraud

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Payouts are made in line with Proach’s payment schedule. Where Proach reasonably suspects fraud, non‑performance, policy breach, or receives a chargeback or material complaint, Proach may (acting reasonably):

• withhold or reserve an amount from current or future payouts for the minimum period reasonably necessary (not exceeding 90 days) to cover potential refunds/chargebacks;

• set‑off any refund or chargeback costs against future payouts; and

• suspend the affected account pending investigation.

We will notify you of a hold or reserve within 3 business days, explain the reason, and keep you updated through resolution. Fraudulent or abusive conduct may result in termination and referral to law enforcement.

 

9. Financial Information for Payouts (Privacy & Security)

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To receive payouts, you must provide accurate payout information (e.g., account name, BSB, and account number) and any tax/business identifiers we reasonably require (e.g., ABN). Payouts are processed via third-party providers (e.g., Stripe).

 

• Storage & security. Proach does not store full card numbers, online-banking passwords, or other credentials. Bank account details for payouts are collected and stored by our payment provider and/or in tokenised form. We may retain limited identifiers (e.g., bank name and last digits) for reconciliation, audit, and fraud prevention.
   

• Use. Your financial information is used solely to set up and process payouts, comply with legal obligations (e.g., AML/CTF, sanctions screening), and prevent fraud.
   

• Accuracy. You are responsible for keeping payout details current. Proach is not liable for losses arising from incorrect or outdated payout information you supply.
   

• No sharing with Clients. You must not provide private banking details to Clients or accept off-Platform payments for Bookings made through the Platform.
   

• Privacy. Handling of your financial information is subject to our Privacy Policy and the payment provider’s terms (e.g., Stripe Connected Account Agreement).

 

10. Quality Standards, Disclaimers & No Endorsement

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You must deliver services with due care and skill and comply with applicable laws and professional obligations. 

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Professional Boundaries: Sessions provide general guidance only. No medical, psychological, legal, or financial advice is to be given unless you hold the appropriate professional registration and authorisations and clearly disclose that status to the Client. Proach does not warrant that any Coach is qualified, licensed, or otherwise endorsed. Any screening or review undertaken by Proach is for internal quality purposes only and should not be interpreted as a professional certification, guarantee, or approval of a Coach’s skills or competence. Clients are encouraged to exercise their own judgment before engaging any Coach.

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11. Reviews, Ratings & Anti-Manipulation

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Clients may rate and review Sessions. You acknowledge that:

 

• Proach may publish, aggregate, highlight, re-order, or remove Reviews that breach these Terms or the law. Proach is not obliged to publish every Review.
   

• You must not post Reviews about yourself, instruct others to do so, suppress legitimate Reviews, threaten or retaliate against Clients for submitting a Review, or offer incentives for a positive/negative Review. Any permitted incentives must be clearly disclosed where required by law.
   

• You may flag a Review to support@proach.com if you believe it is fake, defamatory, or otherwise unlawful; Proach will review in good faith.
   

Licence. You grant Proach a non-exclusive, worldwide, royalty-free licence to host and display aggregated ratings and public feedback about your Services on the Platform and in client communications, for as long as reasonably necessary to operate the Platform and comply with law.

 

12. Complaints, Refunds & Remedies

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If a Client lodges a complaint about a Session, Proach will investigate in good faith and provide the Coach with an opportunity to respond. Where required under the Australian Consumer Law (ACL), refunds or credits will be provided to Clients for services not delivered with due care and skill or that are materially different from their description. 

 

Where a Coach’s conduct falls below Proach’s service expectations, Proach may, at its discretion, provide a goodwill refund or platform credit to the Client and deduct or set off the amount from the Coach’s future payouts.

Client Cancellations and No‑Shows (Reference): Client‑side cancellations are applied as follows (Client local time): 

 

More than 24 hours: full refund

6–24 hours: 50% refund

Less than 6 hours: no refund

 

No-show: no refund

(In all cases, remedies required under the Australian Consumer Law (ACL) still apply.)

Coach cancellations and non-performance.

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If you cancel a confirmed Session within 24 hours of start time without Good Cause, or if a Session does not proceed due to your No-Show or Material Non-Performance, Proach may issue a Client refund/credit and deduct or set-off the amount from your payouts (without limiting ACL remedies).

Proach may provide a goodwill remedy to the Client and deduct or set off that amount from your future payouts where we reasonably determine service standards were not met.

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Good Cause means an unexpected event outside your reasonable control (e.g., sudden illness, emergency, platform-wide outage) and you notified the Client and Proach as soon as practicable and offered a prompt re-booking.

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No-Show means you fail to attend or join within 15 minutes of the scheduled start time without Good Cause.

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Material Non-Performance means you (i) arrive more than 15 minutes late without Good Cause, (ii) deliver a materially different service than described, or (iii) abandon the Session part-way without Good Cause.

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13. Privacy, Confidentiality & Data Handling

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Coaches must treat Client information as confidential and comply with privacy and data protection laws. You may not disclose, store, or use Client information outside the context of booked Sessions without consent. Proach collects and processes personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) as described in the Proach Privacy Policy. Private messages between Coaches and Clients are encrypted and accessible only to those participants. Proach does not monitor or store message content except where a user voluntarily exports and provides it for dispute resolution.

Service Providers and Hosting Transparency: Proach uses third‑party providers including payment systems, website, hosting/infra, and distribution via the Apple App Store. Providers may change; details are maintained in our Privacy Policy. We aim to store data in Australia where practicable and engage providers meeting privacy and security standards.

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Private messages between Coaches and Clients are encrypted in transit and at rest, and accessible only to those participants. Proach does not access message content except where a user exports and provides it, where both parties consent, where required by law, or where necessary to investigate credible risk of harm or unlawful activity. Proach cannot easily verify communications that occur off the Platform; we may give such evidence reduced weight if it cannot be reasonably validated.

Safety & Misconduct Response Times: Report via info@proach.com. We acknowledge within 1 business day and commence investigation within 3 business days.

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14. Data Retention, De‑Identification & Cookies

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You may delete your account at any time, which permanently removes your personal information from active systems. Proach may retain non‑identifiable, aggregated information that cannot reasonably be re‑identified for analytics and product improvement. Personal data retained for compliance, audit, payment, or dispute purposes will be stored securely and deleted when no longer legally required or reasonably necessary for an ongoing investigation or dispute.

The Platform may use cookies and analytics technologies to improve functionality and understand usage patterns. You can disable cookies through browser settings; however, some features may not function properly.

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15. Intellectual Property

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All intellectual property in the Platform, including software, branding, text, and graphics, is owned or licensed by Proach Pty Ltd. You retain intellectual property rights in your original materials, methodologies, and content created for Sessions. 

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Coach Materials Licence: You grant Proach a non‑exclusive, worldwide, royalty‑free, and revocable licence to use such materials solely for operational purposes (scheduling, delivery, support), compliance and dispute resolution, and (with your prior consent where personal identifiers are used) for marketing or promotional purposes. Revocation does not affect any rights required to resolve an active dispute or comply with law. The licence in this section survives termination to the extent reasonably necessary to operate the Platform, resolve an active dispute, or comply with law. 

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All intellectual property in the Platform, including software, branding, text, and graphics, is owned or licensed by Proach Pty Ltd. You retain intellectual property rights in your original materials, methodologies, and content created for Sessions.

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16. Proach Coach Cover (Internal Program)

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Proach may offer or implement a professional protection initiative known as Proach Coach Cover. This program is an internal support initiative for eligible Coaches and does not constitute a consumer insurance product or guarantee of coverage to Clients. Details of the program, where active, will be communicated separately to participating Coaches and may change or be withdrawn at any time with or without notice.

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17. Limitation of Liability (ACL‑Aligned) & Individual Liability

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Nothing in these Terms limits or excludes any rights or remedies you may have under the Australian Consumer Law. To the extent permitted by law, Proach’s liability for any failure to comply with a consumer guarantee is limited to, at Proach’s discretion: (a) the re‑supply of the services; or (b) the payment of the cost of having the services supplied again. Except as required by law, Proach is not liable for any indirect, incidental, or consequential loss, loss of profit, or loss of data.

Each party’s obligations and liabilities under these Terms are individual, not joint. No party is responsible for the acts or omissions of another User. Nothing in these Terms limits liability for fraud, wilful misconduct, or personal injury caused by negligence, to the extent such limitation is not permitted by law.

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18. Service Availability & Force Majeure

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Proach strives to maintain reliable and secure access to the Platform but does not guarantee uninterrupted availability. Proach may modify, suspend, or discontinue any part of the Platform or its features without prior notice and without liability to Coaches.

Proach is not liable for delay or failure to perform its obligations due to events beyond reasonable control, including acts of nature, power or internet outages, strikes, or other uncontrollable circumstances. Obligations resume once such events cease.

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19. Suspension, Termination & Effects

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Proach may suspend or terminate a Coach account at its discretion for breach of these Terms, misconduct, or to protect Clients and the integrity of the Platform. Termination does not affect accrued payment obligations or liabilities arising prior to termination. When an account is deleted, personal data will be removed from active systems; pending payouts or disputes may be delayed while Proach completes investigations or compliance checks.

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20. Dispute Resolution

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Before commencing legal proceedings, both parties agree to: (a) submit a written notice of dispute to support@proach.com; and (b) if unresolved within 30 days, refer the dispute to independent mediation administered by the Resolution Institute (Australia) under its Mediation Rules. Unless agreed otherwise, mediation will take place online or in Queensland, Australia. Each party bears its own costs unless otherwise agreed or determined by the mediator having regard to fairness and proportionality.

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21. Governing Law, Jurisdiction & Time Limits

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These Terms are governed by the laws of Queensland, Australia. You agree that any dispute may be heard in the courts of Queensland or in any other jurisdiction competent to hear the matter (non‑exclusive jurisdiction). Any claim or cause of action arising out of these Terms must be commenced within twelve (12) months after the event giving rise to the claim, unless a longer period is required by law.

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22. Accessibility Commitment & Updates to Terms

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Proach aims to meet the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standard in the design of its website and application. Coaches requiring accessibility assistance or reasonable adjustments may contact info@proach.com. Proach may amend these Terms from time to time. Material updates will be communicated via email and in‑app notice at least seven (7) days before the effective date. Continued use of the Platform after notice constitutes acceptance of the updated Terms.

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23. General Provisions & Contact

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Severability: If any provision of these Terms is found invalid or unenforceable, the remaining provisions will continue in full force.

No Waiver: Failure by Proach to enforce any right or provision shall not constitute a waiver.

Entire Agreement: These Terms, together with the Privacy Policy and applicable Platform policies, constitute the entire agreement between Proach and the Coach.

Contact: For all enquiries, please contact info@proach.com.

© 2025 Proach Pty Ltd. All rights reserved.

 

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