Client Terms & Conditions

Proach Pty Ltd – Client Terms & Conditions of Use

Effective Date: November 2025

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

Registered Office: Maroochydore QLD 4558, Australia

Governing Law: Queensland, Australia

Summary of Key Terms (Plain-English Overview)

Proach is a marketplace connecting you with independent Coaches. Proach does not provide coaching services.
You book Sessions and pay through Proach; funds are processed by secure third-party providers.
Refunds/remedies follow the Australian Consumer Law (ACL) where applicable.
This overview is a convenience only; the legally binding terms are set out below.

1. Definitions

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

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

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

Proach, we, us, 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.

2. Agreement Formation & Electronic Acceptance

By accessing or using the Platform as a Client, you agree to these Terms. If you do not agree, do not use the Platform. Selecting “I agree,” creating an account, or continuing to use the Platform confirms you have read, understood, and accepted these Terms. This constitutes an electronic signature legally binding under the Electronic Transactions Act 1999 (Cth).

Records of Acceptance. Proach records your acceptance (user ID, timestamp, IP, and the current Terms version) and may rely on those records as evidence.

3. Marketplace Role

Proach operates an online marketplace and facilitation service only. Coaching services are supplied solely by Coaches, who are independent contractors and not employees, agents, or partners of Proach. By booking a Session, you enter a direct contract with the Coach for those services; Proach is not a party to that contract. Proach does not guarantee outcomes or endorse any Coach (see sections 9 and 12).

4. Eligibility, Registration & Account Security

You must be at least 18 years old, capable of entering binding contracts, and comply with applicable laws. Provide accurate, current information and keep it updated. You are responsible for safeguarding your credentials, using strong passwords, and notifying Proach promptly of any suspected unauthorised access. Proach is not responsible for losses from compromised accounts where reasonable precautions were not taken.

5. Bookings, Pricing & Payments

Bookings are made within the Platform. Prices are shown in Australian Dollars (AUD) and include GST where applicable. Payments are processed via secure third-party providers (e.g., Stripe). Proach does not store complete card details.

You authorise Proach to take payment at booking, and to process refunds/credits where required by law or as described in these Terms. If a payment fails, the booking may be cancelled.

6. Client Cancellations & No-Shows (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.)

If a Coach cancels, or fails to deliver with due care and skill, you may be entitled to a refund or other remedy under the ACL (see section 10). No-show means you fail to attend or join within 15 minutes of the scheduled start time.

7. Conduct & Platform Use

Use the Platform responsibly and lawfully. You must not: (a) harass, abuse, or discriminate against others; (b) upload malware or interfere with Platform security; (c) scrape, harvest, or reverse-engineer the Platform; (d) circumvent Proach payment processes; or (e) misrepresent your identity. Proach may suspend or terminate accounts for breach or to protect Users and Platform integrity.

8. Third-Party Integrations & Off-Platform Sessions

The Platform integrates with third-party systems such as payment providers 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, security, or terms of those third-party services, and is not liable for injury, loss, or damage arising from off-Platform or in-person interactions between Clients and Coaches. Use of third-party tools is at your discretion and risk; Proach makes no representation that such tools are secure, uninterrupted, or error-free.

9. Coach Credentials & Badges (Transparency)

Coach profiles may display credentials and a verification badge to promote transparency. Badges indicate documentation status only and do not constitute endorsement or certification by Proach:

Verified Qualification (AQF/Government-Accredited): verified via approved services or official records (e.g., My eQuals, TEQSA/ASQA/TAFE/RTO, university degrees).
Industry Certificate – Documentation Provided: a non-AQF/private training certificate where Proach confirms only that a document was supplied and appears to match identity.
Self-Reported: a claim without sufficient supporting documentation or from an unverifiable body.
You should exercise your own judgment when selecting a Coach and may request clarification or additional information before booking.

10. Refunds, Complaints & ACL Remedies

If you believe a Session was not provided with due care and skill, or was materially different from its description, please contact support@proach.com with details. Proach will investigate in good faith and provide the Coach an opportunity to respond. Where required by the ACL, Proach will provide a refund, replacement, or other remedy. Where service quality fell below expectations (even if the ACL threshold isn’t met), Proach may, at its discretion, provide a goodwill refund or credit.

11. Safety, Evidence & Misconduct

Proach aims to provide a safe experience but does not monitor Sessions. Report safety or misconduct concerns to support@proach.com. We acknowledge within 1 business day and commence investigation within 3 business days.

Evidence. Proach does not record Sessions. For complaints, we may review information you provide (e.g., booking details, screenshots, or exported messages), or access communications where both parties consent, where required by law, or where necessary to investigate a credible risk of harm, harassment, 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.

12. Reviews, Community Standards & Moderation

By submitting a rating, review, testimonial, or other public comment on the Platform (Review), you agree that:

Reviews must be honest, accurate, and based on your genuine experience with the Coach/Session.
Reviews must not include: harassment, hate speech, threats, vulgar or obscene content, defamatory statements, doxxing or disclosure of private information, spam/promotions, or links to malware/illegal content.
You will not post Reviews on behalf of others, post fake Reviews, or offer/accept incentives for a positive or negative Review. If a Review is incentivised (e.g., discount or gift), this must be clearly disclosed where required by law.

Moderation. Proach may (but is not obliged to) pre-screen, monitor, edit for minor formatting, refuse, re-order, or remove Reviews that breach these Terms, are unlawful, or cannot be verified. This does not limit your rights under the Australian Consumer Law (ACL). You may report a Review to support@proach.com for investigation.

Licence. You grant Proach a non-exclusive, worldwide, royalty-free licence to host, display, reproduce, and distribute your Review on the Platform and in marketing (where required, with your consent) for as long as the Review is published or reasonably needed for legal/compliance purposes.

13. Disclaimers & No Endorsement

Sessions are intended for general guidance. No medical, psychological, legal, or financial advice should be given unless the Coach holds appropriate registration/authorisations and has clearly disclosed that status.

Proach does not warrant that any Coach is qualified, licensed, or endorsed. Any screening or review we undertake is for internal quality and safety and must not be interpreted as professional certification or a guarantee of competence or outcomes.

14. Privacy & Data Handling

Proach collects, uses, and stores personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as described in the Proach Privacy Policy. Messages between Clients and Coaches are encrypted in transit and at rest and are accessible only to the participants. Proach may access message content only where a user exports and provides it, where both parties consent, where required by law, or where necessary to investigate a credible risk of harm or unlawful activity.

Service Providers & Hosting Transparency. Proach uses third-party providers (including payments, 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.

15. Data Retention, De-Identification & Cookies

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 to improve functionality and understand usage patterns. You can disable cookies via your browser; some features may not function properly.

16. Intellectual Property

All intellectual property in the Platform (software, branding, text, graphics) is owned or licensed by Proach Pty Ltd. You retain rights in any content you lawfully create or submit on the Platform that is not Proach IP. You grant Proach a limited licence to use your content solely to operate the Platform (e.g., display reviews/feedback), comply with law, and resolve disputes. Proach may use your public reviews/testimonials in marketing with your consent where required by law.

17. Proach Coach Cover (For Coaches; Not an Insurance Product for Clients)

Proach may from time to time operate an internal support initiative for eligible Coaches known as Proach Coach Cover. This is not a consumer insurance product and does not confer rights or guarantees on Clients.

18. Limitation of Liability

Nothing in these Terms limits or excludes any rights or remedies you may have under the ACL. To the extent permitted by law, Proach’s liability for a failure to comply with a consumer guarantee relating to services 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.

19. Service Availability & Force Majeure

Proach strives for reliable access but does not guarantee uninterrupted availability. Proach may modify, suspend, or discontinue features without prior notice. Proach is not liable for delay or failure due to events beyond reasonable control (e.g., outages, natural disasters, strikes). Obligations resume once such events cease.

20. Dispute Resolution

Before commencing legal proceedings, both parties agree to: (a) submit a written notice of dispute to info@proach.com; and (b) if unresolved within 30 days, refer the dispute to mediation administered by the Resolution Institute (Australia) under its Mediation Rules. Unless agreed otherwise, mediation will occur 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.

21. Governing Law, Jurisdiction & Time Limits

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.

22. Accessibility & Updates to Terms

Proach aims to meet the WCAG 2.1 Level AA standard in the design of its website and application. If you require accessibility assistance or reasonable adjustments, please 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.

23. General Provisions & Contact

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

No Waiver. Failure by Proach to enforce any right or provision is not a waiver.

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

Contact: info@proach.com