1. About these Terms

These Terms form a binding agreement between you and Lhoop Pty Ltd (ACN 699 927 538, ABN 35 699 927 538), an Australian proprietary company trading as Lhoop ("Lhoop", "we", "us", "our"), the operator of the Lhoop marketplace at https://lhoop.com.au.

They govern your access to and use of the website, marketplace listings, in-app messaging, checkout, escrow, dispute resolution, and any related services we provide. References to "the platform" mean all of the above. We do not buy or sell items ourselves; sellers and buyers contract directly with each other for each sale (see clause 3).

By creating an account, browsing listings, buying, selling, or otherwise using Lhoop, you agree to these Terms. If you do not agree, you must stop using the platform.

2. Eligibility and Accounts

• You must be at least 18 years old to use Lhoop.
• You must provide accurate, current information and keep your account details up to date.
• You are responsible for activity on your account and for keeping login credentials secure.
• You must not create multiple accounts to evade restrictions, sanctions, or limits.
• If you sell on Lhoop, you authorise us, through our payment partner Stripe, to verify your identity (including by collecting government-issued ID) under Australian anti-money-laundering rules and Stripe's Connect requirements. You must complete this verification before payouts can be released.

3. Our Role as a Marketplace

Lhoop operates a peer-to-peer marketplace. Each contract of sale is formed directly between the buyer and the seller; Lhoop is not a party to that contract, does not take title to items, and does not warrant the accuracy of listings, the condition of items, or the conduct of users. Lhoop provides escrow, dispute resolution, identity verification (via Stripe), and platform tools to support the transaction.

Nothing in this clause limits:

• your rights as a consumer against the seller under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) - including the consumer guarantees in sections 54–59 (acceptable quality, fitness for purpose, matching description); or
• Lhoop's responsibility for representations Lhoop itself makes about the platform.

If you believe an item you purchased breaches a consumer guarantee, you may pursue remedies against the seller directly. Our buyer protection programme (clause 19) operates in addition to and does not displace those legal rights.

4. Listing and Selling Rules

If you sell on Lhoop, you must:

• List only genuine, legal items that belong to you and are suitable for resale.
• Provide accurate photos, descriptions, size, condition, and known defects.
• Set clear pricing and honour the sale once purchased.
• Ship within 3 business days in a prepaid Australia Post satchel matching the parcel size you selected (purchased from any Post Office or auspost.com.au; the buyer's shipping fee covers it).
• Keep proof of dispatch (e.g. lodgement receipt) until the order completes.
• Comply with all applicable laws, standards, and product safety requirements.

Prohibited items. You must not list:

• Products subject to a current recall on the ACCC Product Safety Recalls register;
• Items that do not meet mandatory product safety standards under Part 3-3 of the Australian Consumer Law (including children's nightwear flammability standards, baby walkers, prams, cots, and bunk beds);
• Used swimwear or undergarments (hygiene);
• Used breast pumps with original tubing or diaphragm (hygiene);
• Counterfeit or unauthorised replicas;
• Anything that infringes another person's intellectual property rights;
• Items prohibited from sale under Australian state or federal law.

If you list a product that is later recalled, you must remove the listing within 48 hours of the recall notice. We may remove non-compliant listings without prior notice.

5. Buying, Fees, and Checkout

Buyer service fee. Buyers pay a service fee at checkout. The current rate is published on the platform and is 7% of the item price as at the date of these Terms. Sellers do not pay a seller commission to Lhoop. The service fee is non-refundable: where we issue a refund under the buyer protection programme (clause 8), we refund the item price and shipping you paid and retain the service fee, except where we determine the issue was caused by Lhoop.

Stripe processing fee.Stripe's payment processing fee (1.7% + $0.30 for Australian-issued cards, incl. GST) is deducted from the seller's payout before transfer.

Other charges. Buyers also pay shipping at the flat Australia Post rate for the parcel size the seller selected, unless the listing offers local pickup. The price of items themselves is set by sellers; whether GST is included in the item price depends on the seller's tax status. Lhoop does not collect or remit GST on the item price.

Fee changes. We may change the rate or structure of the service fee. Material changes will be notified at least 14 days in advance via email or in-app notice and will only apply to orders placed after the change takes effect.

6. Payments, Escrow, and Payouts

Escrow. When you buy, your payment is held with our payment partner (Stripe) until release conditions are met. Lhoop does not hold buyer funds in its own bank account.

Release on shipped orders. Funds are released to the seller when the earliest of these happens:

• you confirm receipt in the app; or
• 14 days elapse after the order is marked delivered in-app with no dispute opened (the auto-release window, generous on purpose to absorb Australia Post regional and depot delays); or
• 21 days elapse after the seller marks the parcel as shipped if no successful delivery is recorded and no dispute is opened (the "shipped-never-delivered fallback").

When Lhoop has integrated direct delivery-scan data from Australia Post, the auto-release window above will tighten to 48 hours after the delivered scan; this Policy will be updated and you will be notified before that change takes effect.

Release on local pickup orders. For local pickup, the buyer shows their pickup code and the seller scans or enters it in-app to confirm the handover at the meeting. Confirmation immediately completes the transaction and releases funds; no dispute can be opened after pickup confirmation. If the in-app handover is never confirmed, a 14-day fallback auto-release applies.

Identity verification. Sellers connect a payout account through Stripe Connect. Identity verification (including ID document checks via Stripe Identity) is required before payouts can be processed. Lhoop doesn't store seller ID documents - Stripe holds them under its own retention rules.

Disputes pause release. Opening a dispute within the windows above pauses release until the dispute is resolved (clause 8).

Payouts.After release, Stripe transfers funds to the seller's connected Australian bank account, typically within a few business days. A seller's first payout can take longer (commonly up to 7 to 10 days) while Stripe completes initial verification and settlement on a new account. Stripe payout fees may apply at withdrawal.

Holds. We may delay, reverse, or withhold release where we reasonably suspect fraud, breach of these Terms, an unresolved chargeback, or where required by law or by Stripe.

7. Shipping, Delivery, and Local Pickup

• The shipping option Lhoop supports and recommends is Australia Post flat-rate prepaid satchels. The seller selects a parcel size when listing; the buyer pays the flat Australia Post rate for that size at checkout. Sellers should only buy Australia Post satchels for these listings.
• Sellers buy the prepaid Australia Post satchel themselves (any Post Office or auspost.com.au) using the shipping fee the buyer paid at checkout. Sellers are responsible for packaging and lodging the parcel within 3 business days of sale.
• Custom shipping. For bulky or unusual items a seller may instead set a custom shipping price. Custom shipping is the seller's own responsibility to price, package, and lodge, is not restricted to Australia Post satchels, and is not included in the combined (bundle) shipping discount, which applies to flat-rate satchels only. We recommend a flat-rate satchel wherever the item fits.
• Tracking is included on every Australia Post satchel and is required for buyer protection and payout eligibility.
• For local pickup, the seller's suburb (not full address) is shown to the buyer at checkout. Pickup arrangements must be confirmed through in-app messaging and the handover confirmed in the app.
• Buyers must provide accurate delivery information.
• Transactions arranged through Lhoop must be completed through Lhoop checkout. Off-platform payment to evade fees, protections, or tax obligations is prohibited.

Risk of loss.Risk in the item passes from seller to buyer on delivery (where "delivery" means the carrier's recorded delivery scan, or for local pickup, the moment of physical handover).

Lost in transit. If a tracked parcel is marked as lost by the carrier before delivery, the seller (not the buyer) is responsible for the claim against the carrier. Lhoop will refund the buyer in full from escrow.

Local pickup. Where a listing offers local pickup, both parties must complete checkout through Lhoop before the handover. Cash exchanges or off-platform handovers are not protected by our buyer protection programme.

8. Cancellations, Refunds, and Disputes

Step 1 - Talk to the seller. Most issues are best resolved directly. Use in-app messaging as soon as the parcel arrives.

Step 2 - Open a dispute. For shipped orders, you can open a dispute in the order page any time before you confirm receipt or before the 14-day auto-release fires, whichever happens first. Confirming receipt counts as accepting the order and closes the dispute window. After auto-release, escrow has been paid to the seller and a refund through Lhoop's in-app dispute flow is no longer available (your statutory rights against the seller under the Australian Consumer Law are unaffected - see clause 3). For never-delivered parcels, you have 21 days from dispatch to claim a refund.

Pickup orders.For local pickup, the dispute window closes the moment the seller confirms the handover in-app by scanning or entering the buyer's pickup code. Disputes must be raised before that confirmation.

Step 3 - Evidence. We may ask for photos, videos, tracking data, and message history from either side. Both sides have the opportunity to respond before a decision.

Step 4 - Decision. Lhoop's buyer protection team reviews the evidence and decides on a full refund, partial refund, or no refund. A full refund under the programme returns the item price and shipping you paid; the buyer service fee is non-refundable and is retained, except where Lhoop was at fault. Decisions aim to be issued within 7 business days. Lhoop's decision under the buyer protection programme is final for the purpose of releasing escrow funds; it does not affect your right to pursue the seller directly under the Australian Consumer Law.

Change of mind. Our buyer protection programme does not cover change of mind. The seller may, at their discretion, offer a return or partial refund.

Seller postage on a refund. If a seller has already shipped, Lhoop does not reimburse the seller for postage already paid when an item is refunded as not received or not as described. Return shipping is decided case by case during dispute resolution. See clause 7.

9. Prohibited Conduct

You must not:

• Trade outside the platform to avoid fees or protections.
• Upload false, misleading, deceptive, or fraudulent listing information.
• Use abusive, threatening, discriminatory, or harassing behaviour.
• Interfere with platform security, scrape data without permission, or use automated abuse tools.
• Attempt to bypass account restrictions, moderation actions, or payment controls.

Off-platform trading. Coordinating a sale on Lhoop and then completing it off-platform to avoid the buyer fee or buyer protection is a breach of these Terms. We use signal-based detection (such as messages exchanging external contact details on active listings) and may take proportionate action: a warning, throttling messaging features, or - for repeat or clearly intentional conduct - account suspension. We will tell you what triggered the action.

10. User Content and Intellectual Property

You keep ownership of content you upload, including photos, descriptions, and profile information. You grant us a worldwide, non-exclusive, royalty-free licence to host, display, reproduce, and distribute that content for operating, improving, promoting, and protecting the platform.

We may feature items you list in Lhoop's own marketing, including our social media accounts and other platforms we publish on. This is controlled by "Feature my items in Lhoop marketing" in Settings → Privacy, which is on by default for accounts created from 2 August 2026 and can be turned off at any time. Turning it off stops future use; it cannot recall a post already published.

We will not use photos that identify you or your child in paid advertising without your separate consent, whatever that setting says. Photos used for in-platform feature surfacing (e.g. category tiles, search results) are part of the licence above.

You confirm your content does not infringe third-party rights. We may remove content that breaches these Terms or applicable law.

11. Privacy and Communications

Our handling of personal information is described in our Privacy Policy.

Service messages. When you have an active account, we send messages necessary to operate it - security alerts, order updates, dispute notifications, payment-related messages, and policy notices. You cannot opt out of these while your account is active.

Marketing messages.We send marketing emails (e.g. featured listings, tips, promotions) by default. You can opt out at any time using the unsubscribe link in any marketing message, or via Settings → Preferences. Opting out does not affect service messages.

You are responsible for ensuring your contact details remain accurate so you can receive account and transaction notices.

12. Suspension and Termination

Action we may take. If we reasonably believe you have breached these Terms or applicable law, we may: warn you, remove specific listings, cancel a transaction, place a temporary hold on payouts, suspend your account, or - for serious or repeated breaches - close your account permanently. Where the breach is not serious, we will give you the chance to fix it before suspending or closing your account.

What happens to in-flight transactions. If your account is suspended or closed:

• Active listings are de-listed.
• Escrowed buyer funds for orders that were already shipped are held until delivery and then released or refunded under the normal rules in clauses 6 and 8.
• Pending payouts already triggered are not clawed back unless we reasonably believe they relate to fraud.

Appeals. You can appeal any account action by contacting support within 14 days. We will respond within 7 business days.

Your right to leave. You can close your account at any time via Settings. When you confirm, your profile is anonymised immediately, as set out in our Privacy Policy.

Survival. Clauses 6 (payments), 8 (disputes), 13 (disclaimers), 14 (liability), 15 (indemnity), 17 (governing law) survive termination.

13. Disclaimers

To the maximum extent permitted by law, the platform is provided on an "as is" and "as available" basis. We do not guarantee uninterrupted availability, error-free operation, or the conduct, quality, or legality of user-listed items.

Nothing in these Terms excludes rights that cannot be excluded under Australian law, including consumer guarantees under the Australian Consumer Law.

Nothing in this clause limits the consumer guarantees in sections 54–59 of the Australian Consumer Law, which apply to the contract of sale between you and the seller (see clause 3).

Third-party data.Address autocomplete on the platform incorporates or is developed using G-NAF © Geoscape Australia, licensed by the Commonwealth of Australia under the Open Geo-coded National Address File (G-NAF) End User Licence Agreement.

14. Limitation of Liability

Lhoop's services. Subject to the Australian Consumer Law and any other rights that cannot be excluded, our liability for failure to comply with a consumer guarantee in respect of the services we provide (the platform, escrow, dispute resolution) is, where permitted by section 64A of the Australian Consumer Law, limited to either supplying the services again or paying the cost of having them supplied again, at our option.

Sellers' goods. We do not warrant the goods sold by sellers on the platform. The consumer guarantees in the Australian Consumer Law for goods (sections 54–59) are owed to you by the seller, not by Lhoop (see clause 3).

Indirect loss. To the extent permitted by law, we are not liable for indirect or consequential loss, including loss of profits, revenue, goodwill, anticipated savings, or business opportunity, arising from your use of the platform.

Cap on direct loss. Subject to the above, our total aggregate liability to you in any 12-month period is capped at the greater of (a) the total fees you have paid Lhoop in that period, or (b) AUD $100. This cap does not apply to liability that cannot be limited or excluded under Australian law.

15. Indemnity

You agree to indemnify Lhoop against direct losses, claims, damages, and reasonable legal costs to the extent caused by:

• your breach of these Terms;
• your violation of applicable law in your use of the platform; or
• third-party claims that your listings or content infringe their rights.

This indemnity does not apply to losses caused by Lhoop's own breach, negligence, or wilful misconduct, or to losses Lhoop is required by law to bear.

16. Changes to these Terms

We may update these Terms from time to time. If we make material changes (e.g. fee changes, dispute-flow changes, prohibited-items changes that affect existing sellers), we will give you at least 14 days' notice by email or in-app notification before they apply, and the updated date will appear at the top of this page. Non-material changes (typo fixes, clarifications, contact-detail updates) take effect on posting.

If you do not agree with a material change, you may close your account before it takes effect. Continuing to use the platform after a material change takes effect means you accept the updated Terms.

17. Governing Law

These Terms are governed by the laws of QUEENSLAND, Australia, and applicable Commonwealth law. You and Lhoop submit to the non-exclusive jurisdiction of the courts of that State and the federal courts of Australia, subject to any consumer rights you have to bring proceedings in your state of residence.

18. Contact Us

If you have questions about these Terms, contact our support team:

19. Buyer Protection Programme

What's covered:

• Item not received (no successful delivery within 21 days of shipment).
• Item significantly not as described (e.g. wrong size, materially different condition, missing parts).
• Counterfeit items.

What's not covered:

• Change of mind.
• Minor variations in condition consistent with "used" or "pre-loved" grading.
• Damage caused by the buyer after delivery.
• Items collected via local pickup once the seller has confirmed the handover in-app by scanning or entering the buyer's pickup code.
• Disputes raised after the buyer has confirmed receipt or after the 14-day post-delivery auto-release has fired.

How to claim: Open a dispute in the order page before you confirm receipt or before the 14-day auto-release fires, whichever happens first. For never-delivered parcels, claim within 21 days of dispatch. See clause 8.

What you may receive: A refund of the item price and shipping, a partial refund, or in some cases, no refund - based on the evidence. The buyer service fee is non-refundable. Refunds are paid back to your original payment method.

Your statutory rights under the Australian Consumer Law against the seller are independent of and additional to this programme.

20. Sellers - Your Tax Obligations

You are responsible for declaring income from your sales and complying with Australian tax law. If your annual GST turnover from sales on Lhoop and elsewhere exceeds $75,000, you may be required to register for GST and remit GST on your sales. Lhoop does not collect or remit GST on the item price on your behalf. If you are GST-registered, you should set your prices accordingly.

Lhoop may be required to report seller transaction data to the Australian Taxation Office in accordance with the Sharing Economy Reporting Regime (Taxation Administration Act 1953 Sch 1 Div 396). If reporting becomes mandatory for our category, we will collect the necessary data (legal name, ABN if registered, address) and report it as required.