Terms and Conditions
In these Terms, ’us ‘, ’we ‘ and ’our ‘ means m-Time Pty Ltd.
About Our Services
Our services enable you to delegate household chores, errands, cooking, administrative and childcare, and education support tasks to be performed on your behalf by your own “Moncierge”. Upon payment of subscription fees, you will be assigned one or more individuals (each, a “Moncierge”) who will perform those tasks (such as folding and washing laundry or household cleaning) in accordance to a runsheet created by yourself, our company or suggested by your “Moncierge”. You agree that any information you provide when requesting a Task is true, accurate, current and complete, and, where applicable, you will update all such information as necessary to maintain its truth, accuracy and completeness. Failure to do so will constitute a breach of these Terms. To the extent permitted by applicable law, we reserve the right to deny or terminate service to any member at our discretion.
Sign up fee is one off $149 payment and covers your membership for one year from date of purchase. Membership is $149 annually and is a requirement of purchasing a Moncierge subscription plan and any of our add on services. For weekend service and service provided between 7pm and 7am we charge a surcharge to all Moncierge hours. On public holidays we charge a 100% surcharge. Our pricing is subject to change each financial year.
Membership is not required to purchase our gift packages.
When you register and activate your account, we will use your email address as your identification. You are responsible for keeping this email address secure and are responsible for all use and activity carried out under this email address. You agree not to create an account using a false identity or information, or on behalf of someone other than yourself. You agree not to create an account or use the services if you have been previously removed by mtime, or if you have been previously banned from any of our Services.
If you are under the age of 13 years, you may not create an account or register as a member. If you are 13 or older but under the age of 18, you represent that you have reviewed these Terms with your parent or legal guardian to make sure that you and your parent or legal guardian understand these Terms. If you are a parent or guardian permitting a person under the age of 18 (a Minor) to create an account, you agree to:
- exercise supervision over the Minor’s use of our website and account;
- assume all risks associated with the Minor’s use of our website and their account, including the transmission of content or information to and from third parties via the Internet;
- ensure that the content and information that the Minor may encounter on our website are suitable for the Minor;
- assume liabilities resulting from the Minor’s use of our website and their account;
- ensure the accuracy and truthfulness of all information submitted by the Minor; and
- provide the consents contained in these Terms on behalf of the Minor.
We may ask you to confirm that you have your parent’s or guardian’s permission and that they have agreed to these Terms on your behalf, and, even if we do not do this, we will assume that this is the case and will provide access to our website and your account on this basis.
We may disclose that information to third parties that help us deliver our services (including information technology suppliers, communication suppliers and our business partners) or as required by law. If you do not provide this information, we may not be able to provide all of our services to you.
Accuracy, completeness and timeliness of information
The information on our website is not comprehensive and is intended to provide a summary of the subject matter covered. While we use all reasonable attempts to ensure the accuracy and completeness of the information on our website, to the extent permitted by law, including the Australian Consumer Law, we make no warranty regarding the information on this website. You should monitor any changes to the information contained on this website.
We are not liable to you or anyone else if interference with or damage to your computer systems occurs in connection with the use of this website or a linked website. You must take your own precautions to ensure that whatever you select for your use from our website is free of viruses or anything else (such as worms or Trojan horses) that may interfere with or damage the operations of your computer systems.
We may, from time to time and without notice, change or add to the website (including the Terms) or the information, products or services described in it. However, we do not undertake to keep the website updated. We are not liable to you or anyone else if errors occur in the information on the website or if that information is not up-to-date.
In Australia, our goods and services come with guarantees that cannot be excluded under the australian consumer law. Nothing in these terms and conditions purports to modify or exclude the conditions, warranties and undertakings, and other legal rights, under the Australian competition and consumer act and other laws. Any and all other warranties or conditions which are not guaranteed by the Australian Consumer law or the Competition and Consumer regulation 2010 are expressly excluded where permitted, including liability for incidental or consequential damages caused by breach of any express or implied warranty or condition.
Purchasing Limits and Cancellations
m-Time has an upfront one time joining fee of $149 and you must commit to two sessions (trial period). Cancellations made prior to the trial result in a forfeit of the joining fee.
Cancellations made after the trial incur no fee as long as the cancellation is made at least 72 hours prior to your next session. Cancellations made within one week of your next session will result in the forfeit of the upcoming session cost. Cancellations made within one week from your next session, will result in the payment for the entire week worth of service as per your usual membership subscription.
Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered, we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.
Your first match as you sign up incurs no cost. If we are unable to find a moncierge to trial with your family after six weeks, we'll refund your entire joining fee. Requests for matches initiated by you after a trial is successfully completed incurs a cost of $45.
For each match, we will send you a new Moncierge. If that Moncierge is not the right fit, we will get you a second Moncierge. You will enter a new trial period with each new Moncierge. We reserve the right to match the first Moncierge with a new customer if you chose to try someone new and we are under no obligation to rematch you with them.
Customers who inform us of their decision not to continue their service within five days of completing their second session will be refunded up to 50% of their joining fee. Customers who cancel their service more than five days after completing their second session will not be refunded their joining fee. This offer is only available once. Customers who cancel their membership plan and return are not eligible for the refund policy.
Cancellations of individual sessions made at least 24 hours in advance incur no fee. Cancellations within 24 hours of your session incurs a 50% forfeit of the individual session cost. Cancellations made within 12hrs of your session are non-refundable. Sessions that fall on Australian Public Holidays incur a 100% surcharge. We will be in touch prior to the date of your session to ask if you would like to change the date or accept the surcharge. Sessions on weekends are available on request and incur a 50% surcharge.
All moncierge sessions are pre-paid on the Monday of the week the session is due. If a session is cancelled prior to taking place that week, then the session cost will be credited to the customers account. Sessions will only be refunded if sessions will be cancelled for four weeks or more or if there is an issue with service quality.
There are times when Moncierge service is not required such as holiday and house moving. To better account for this, we introduced a new pause policy taking effect on 24 Feb 2020.
- For families, the new policy ensures that we can continue to support flexible schedules and continuous service.
- For Moncierges, the new policy ensures they can maintain a stable relationship with their families and are not left without work.
Pausing is an act of suspending service for at least one week and a maximum eleven weeks. Cancellation of all sessions in a week would be considered a pause of service. Public holiday periods do not count toward a pause of service.
- Customers can pause up to four weeks per calendar year free of charge.
- After this four weeks of pausing, there is a holding fee of AUD 20.00 per week.
- After eleven weeks of continuous pausing, the customer's account will be deactivated. The customer will no longer be charged the holding fee and the moncierge is considered free to accept new jobs. To reactivate, customer will need to pay the joining fee.
- After three weeks of continuous pausing, the moncierge may request to rematch.
Changing Times and Days
There are no additional fees attached to extending the length of your Moncierge session on an ongoing or temporary basis as long as it is with your current Moncierge. For one off changes to the time or day of your Moncierge session, there are no additional fees unless your current Moncierge cannot accommodate the change and you request an alternate Moncierge to complete your session on their behalf. In this case, there is a $45 fee to cover the cost of arranging the alternate Moncierge.
For ongoing changes to the time or day of your Moncierge sessions, there is no additional fees. In the event your Moncierge cannot accommodate the change, we will organise a new Moncierge to work with you instead. We will organise a new Moncierge at no cost and it will usually take us approximately 7 days to secure the new match. However, if you need someone new faster, we can organise a new Moncierge within 48 hours for $60.
If you require additional Moncierge sessions on a temporary basis (that is, extra Moncierge sessions for two weeks or less) there are no additional fees as long as the request is made with at least 48-hour notice. Requests made for extra sessions within a 48 hours period incur a $60 fee.
If your Moncierge goes on holiday we will organise a temporary replacement for you at no additional cost. If they are on holiday for two weeks or more, we will also provide an additional 30 minutes to your first session with your temporary Moncierge at no cost. If your weekly Moncierge sessions are for 10 hours or more and your Moncierge is on holiday for two weeks or more, we will give you the choice of a complementary shadow or an additional 30 minutes added to your first session.
Maximum hours of daily service and Moncierge Breaks
Shifts can be of a maximum length of 10hrs. Longer shifts will be split among two Moncierges. For shifts that are at least 5hrs long, Moncierges are entitled to a 15mins paid break. As an alternative, customers can decide to split the shift among two Moncierges. For shifts that are 7-8hrs long, Moncierges are entitled to a 30mins - 1hr paid break. As an alternative, customers can decide to split the shift amongst two Moncierges. For shifts that are 8-10hrs long, Moncierges are entitled to a 1hr paid break and 2x15mins paid breaks. As an alternative, customers can decide to split the shift among two Moncierges.
Shadowing and Replacements
Whenever your Moncierge is away, you have the option of pausing the service at no cost until they return or having a replacement. All replacements are at no cost to the customer in this circumstance.
If you choose to have a replacement and your moncierge is away for 6hrs of regular service or more, we will add an additional 30 minutes to your first session with your replacement at no cost to you. If your moncierge is away for less than this time, you will not receive an additional 30 minutes unless you request and pay for it yourself.
As an alternative to the complimentary 30 minutes, customers can also request a shadow service. This means that your usual moncierge will have 1.5hrs working with your new moncierge during a session so that they are trained on how your sessions usually run. Shadows sessions cost $85 for the standard 1.5hr session, on top of the usual session cost. Longer shadow sessions are charged in 30 minute increments at a cost of $50/hr.
Driving and Rideshare
If you require your moncierge to drive using their own care during your session, you will be charged $1/km for fuel reimbursement. This amount will be charged directly to the same credit or debit card you used to sign up for the service.
If you require your moncierge to use a rideshare service such as Shebah or Uber during the session, your moncierge will use the mtime account and the ride fee will be charged directly to the same credit or debit card you used to sign up for the service. We will send you the ride receipt and do not charge any mark ups, however, we do have a $1.5 processing fee.
We do not provide car seats for sessions, so if you will require your moncierge to use their own car during your session, it is your responsibility to provide a car seat for your children. If you ask your moncierge to drive your own car, you are responsible for child seats and also responsible for ensuring you have the appropriate insurances.
If your moncierge arrives to your home for a session and nobody is there to let them in, they will contact you via phone and wait for 15 minutes. If they are not able to enter the home after this time, the session will be cancelled and you will forfeit 50% of the session cost. Your moncierge will be paid for half of the scheduled session time.
If you agree to allow moncierge training sessions to take place in your home, you understand and accept that photos will be taken of completed tasks (specifically, a made bed, an ironed shirt, folded clothing, a tidied room). These photos will only be shared with the mtime team for training and review purposes. However, at no point are photos of your family members, or outside of your home permitted.
It is expressly agreed that the identities of any individual or entity and any other third parties (including, without limitation, suppliers, customers, financial sources, manufacturers and consultants) discussed and made available by the Disclosing Party in respect of the Purpose and any related business opportunity shall constitute Confidential Information and the Recipient or any Group company or associated entity or individual shall not (without the prior written consent of, or having entered into a commission agreement with, the Disclosing Party): (a) directly or indirectly initiate, solicit, negotiate, contract or enter into any business transactions, agreements or undertakings with any such third party identified or introduced by the Disclosing Party; or (b) seek to by-pass, compete, avoid or circumvent the Disclosing Party from any business opportunity that relates to the Purpose by utilising any Confidential Information or by otherwise exploiting or deriving any benefit from the Confidential Information.
Subject to written consent or a commission agreement with mtime, customers may buy out the contract of their moncierge. That is, they can pay a fee to mtime and in exchange, mtime will terminate the employment contract of the moncierge, allowing the moncierge to work exclusively for the customer. The fee for this is $1000, with $350 going to the moncierge to compensate the risk involved in working for a customer without the security of an agency, and any further insurances they may need to purchase on their own behalf. mtime's fee covers the time and costs involved in hiring, onboarding and training the moncierge, in addition to the cost or re-hiring a new moncierge to replace them.
Occupational Health and Safety
Under Section 26 of the OHS Act, a person who, to any extent, manages or controls a workplace must ensure, so far as is reasonably practicable, that the workplace, and the means of entering and leaving it, are safe and without risks to health. A client has that duty where his or her home becomes a workplace. Accordingly, all mtime clients must do all that is reasonably practicable to notify moncierges and mtime of any hazards associated with their home as soon asthey become aware of them.
Service Subscription Fees
You will be responsible for payment of the applicable fees for any Services (each, a “Service Subscription Fee ”) at the time you create your Account and select your package, as applicable (each, a “Service Commencement Date ”). All fees for the Tasks and Services are non-refundable. No contract will exist between you and the Company for the Services until the Company accepts your order by a confirmatory email, text message, via the App, or other appropriate means of communication.
Service Billing Terms
Your sessions are billed on a weekly basis each Monday. Your subscription is renewed automatically. Subscription renews each week for all subscriptions. Any additional costs incurred during or ordered for your session (e.g. uber for out of home tasks, additional hours, cost of groceries, etc.) will be sent to your email via invoice and charged to the billing details provided upon joining. Your annual membership fee will be charged each year from the date of your initial sign up.
Service Subscription Payments
You agree to pay all fees or charges to your Account in accordance with the fees, charges, and billing terms in effect at the time a fee or charge is due and payable. We partner with Stripe to manage payments; by using our Service you agree to provide Stripe with a valid credit card (Visa, MasterCard, or any other issuer accepted by us) and also agree to Stripe ‘s Terms of Service. Your Payment Provider agreement governs your use of the designated credit card, and you must refer to that agreement and not to the Terms to determine your rights and liabilities. By providing Stripe with your credit card number and associated payment information, you agree that the Company is authorised to immediately invoice your Account for all fees and charges due and payable to the Company hereunder and that no additional notice or consent is required. You agree to immediately update your payment details in Stripe is there is any change in your billing address or the credit card used for payment henceforth. Delays in paying fees and charges due and payable to the company of more than five (5) working days will result in a $10/day late fee and suspension of service. If your service is suspended for this reason, we reserve the right to match your Moncierge with a new customer.
Your subscription will continue indefinitely until terminated in accordance with the Terms . Five days after your initial subscription period (two sessions) your subscription will automatically commence on the first day following the end of such period (each a “renewal commencement date ”) and continue on a weekly basis at the company ‘s then-current price for such subscription. You agree that your account will be subject to this automatic renewal feature unless you cancel your subscription at least 72 hours prior to your upcoming session via email (firstname.lastname@example.org), text message or phone call (+61 3 7019 2818), or by logging into your account on our website. If you do not wish your Account to renew automatically, or if you want to change or terminate your subscription, please contact us via email (email@example.com). If you cancel your subscription, you may use your subscription until the end of your then-current subscription term; your subscription will not be renewed after your then-current term expires. However, you will not be eligible for a prorated refund of any portion of the subscription fee paid for the then-current subscription period. By subscribing, you authorise the Company to charge your Payment Provider now, and again at the beginning of any subsequent subscription period. Upon renewal of your subscription, if the Company does not receive payment from your Payment Provider, (i) you agree to pay all amounts due on your Account upon demand, and/or (ii) you agree that the Company may either terminate or suspend your subscription and continue to attempt to charge your Payment Provider until payment is received (upon receipt of payment, your Account will be activated and for-purposes of automatic renewal, your new subscription commitment period will begin as of the day payment was received).
Intellectual property rights
Unless otherwise indicated, we own or license from third parties all rights, title and interest (including copyright, designs, patents, trademarks and other intellectual property rights) in this website and in all of the material (including all text, graphics, logos, audio and software) made available on this website (content).
Your use of this website and use of and access to any Content does not grant or transfer any rights, title or interest to you in relation to this website or the Content. However we do grant you a licence to access the website and view the Content on the terms and conditions set out in this Agreement and, where applicable, as expressly authorised by us and/or our third party licensors.
Any reproduction or redistribution of this website or the Content is prohibited and may result in civil and criminal penalties. In addition, you must not copy the Content to any other server, location or support for publication, reproduction or distribution is expressly prohibited.
All other use, copying or reproduction of this website, the Content or any part of it is prohibited, except to the extent permitted by law.
No commercial use
This website is for your personal, non-commercial use only. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, or sell any Content, software, products or services contained within this website. You may not use this website, or any of its Content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own website.
You must not do any act that we would deem to be inappropriate, is unlawful or is prohibited by any laws applicable to our website, including but not limited to:
- any act that would constitute a breach of either the privacy (including uploading private or personal information without an individual’s consent) or any other of the legal rights of individuals;
- using this website to defame or libel us, our employees or other individuals;
- uploading files that contain viruses that may cause damage to our property or the property of other individuals;
- posting or transmitting to this website any non-authorised material including, but not limited to, material that is, in our opinion, likely to cause annoyance, or which is defamatory, racist, obscene, threatening, pornographic or otherwise or which is detrimental to or in violation of our systems or a third party’s systems or network security.
If we allow you to post any information to our website, we have the right to take down this information at our sole discretion and without notice.
Code of Conduct
Due to the personalised nature of the services we provide, you and your family will regularly personally interact with your Moncierge. You acknowledge our Moncierges are human beings that deserve your respect, and that your continued use of our services is dependent upon your continued observance of the following code of conduct (“Code of Conduct”):
The purpose of this Code of Conduct is simple: to ensure the safety, comfort and enjoyment of all involved, including you and our Moncierges, when you have a Moncierge Session. Accordingly, you agree that you will not: (i) physically harm, threaten to harm, or intentionally or recklessly cause harm to our Moncierges or create a condition and or situation that endangers the health and safety of our Moncierges; (ii) make or attempt any sexual advance or statement to our Moncierges; (iii) threaten, harass, stalk, intimidate, or engage in any other aggressive or bullying behavior against our Moncierges; (iv) use any vulgar or obscene language or otherwise engage in behavior that is likely to make others feel uncomfortable, embarrassed or offended; or (v) engage in any behavior that discriminates against our Moncierges because of the individual‘s race, colour, sex, age, nationality origin, handicap, sexual orientation or religion. If at any time our Moncierges feel uncomfortable working with you, we reserve the right to terminate your membership and refuse service without penalty. Any violation of our Code of Conduct will be deemed a material breach of these Terms, and the Company may terminate your membership and access and use of our services without penalty.
Warranties and disclaimers
To the maximum extent permitted by law, including the Australian Consumer Law, we make no warranties or representations about this website or the Content, including but not limited to warranties or representations that they will be complete, accurate or up-to-date, that access will be uninterrupted or error-free or free from viruses, or that this website will be secure.
We reserve the right to restrict, suspend or terminate without notice your access to this website, any Content, or any feature of this website at any time without notice and we will not be responsible for any loss, cost, damage or liability that may arise as a result.
To the maximum extent permitted by law, including the Australian Consumer Law, in no event shall we be liable for any direct and indirect loss, damage or expense - irrespective of the manner in which it occurs - which may be suffered due to your use of our website and/or the information or materials contained on it, or as a result of the inaccessibility of this website and/or the fact that certain information or materials contained on it are incorrect, incomplete or not up-to-date.
Jurisdiction and governing law
Your use of the website and these Terms are governed by the law of Victoria and you submit to the non-exclusive jurisdiction of the courts exercising jurisdiction in Victoria.
This m-Time referral code agreement (“Agreement”) is between the issuer
and/or redeemer (“you ”) of a m-Time
referral code (“Referral code”), and,
depending upon the state where the referral code was
issued (as described below).
By acquiring and/or redeeming the referral code, you accept the following terms and conditions:
The referral code may only be redeemed via the m-Time website for the membership packages and used within Australian cities where m-Time is available. The Referral code cannot be redeemed for cash and it is not transferable for cash.
Please follow these steps to redeem the referral code:
- Go to the membership ‘s services section of the m-Time website
- Select one of the membership packages (Essential, Standard or Plus Memberships) and click “Join now”.
- At the checkout section, click on the button “Click here to enter your coupon code ”.
- Enter the unique referral code. You may be required to add a secondary payment method to use the referral code with the m-Time website if the balance from the referral code is not sufficient to cover the price of your ride. No fees apply to the referral code, and referral code expires 90 days from the time date it is emailed to you.
The referral code cannot be reloaded with additional
funds. The referral code is not redeemable outside of
the Australian cities where m-Time is not available.
The referral code is not refundable, returnable or
redeemable for cash except where required by law. You
can only use one referral code per transaction.
The risk of loss of the referral code passes to the owner of referral code at the time of purchase. M-Time is not responsible for lost, stolen or destroyed Referral codes, and are not responsible for unauthorized use of the Referral code. IN THE EVENT THAT A REFERRAL CODE IS NON-FUNCTIONAL, YOUR SOLE REMEDY (AND THE ISSUER ‘S AND M-TIME ‘S SOLE POTENTIAL LIABILITY) SHALL BE THE REPLACEMENT OF SUCH REFERRAL CODE.
The issuer reserves the right to void the Referral code if the issuer suspects that the Referral code was obtained or used fraudulently, unlawfully or otherwise in violation of this Agreement.
If any term of this Agreement is deemed to be invalid, void or for any reason unenforceable, such term shall be deemed severable and will not affect the validity and enforceability of any remaining terms of this Agreement.