BangBangBangBang Refund and Dispute Rules v2.4
Entity: BangBang Life Pty Ltd (ACN 703 821 738) ("the Platform", "we", "us")
Coverage: Victoria and New South Wales (shown in the app as Melbourne and Sydney) Version: v2.4 Effective: this version takes effect on the date stated when it is published in the app; the version shown to you when you confirm acceptance is the version that applies to you.
Language: these Rules are issued in Chinese and in English. Both versions have equal effect. If the two versions differ in meaning, the English version prevails.
These Rules explain payments, release, bank payouts, refunds and dispute handling on the BangBang app. They form part of the Terms of Service.
1. Scope and basic principles
1.1 These Rules apply to paid tasks paid for through the Platform. The “Poster” is the user who posts and pays for a task; the “Tasker” is the user who takes on and provides the service.
1.2 The Platform is not a party to the task contract. The third-party payment provider Stripe processes payments. Under clause 2.3 of the Terms of Service, the Platform acts as the Tasker's limited payment collection agent. Once the task amount is successfully charged, the Poster is treated as having paid that amount to the Tasker. The task amount less the fee in section 8 goes into the Tasker's Stripe payment account. The Platform does not keep users' task funds in its own bank account.
1.3 Release means that task funds may enter the process for payout to the Tasker's bank account. Bank payout means that the payment provider actually initiates a transfer to that account. The ordinary outcomes within the Platform are full release or full refund. The Platform does not split the amount or offer partial refunds. Any remedy required by law is unaffected.
1.4 The Platform's dispute decision is final for handling within the Platform. It is not a judgment or arbitration and does not determine the parties' rights at law. You may still seek the external options in clause 6.6.
1.5 These Rules do not exclude, restrict or modify any consumer guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.
1.6 “Business day” means Monday to Friday, excluding Victorian public holidays. For periods counted in business days, see sections 7 and 9. Public holidays do not change periods counted in hours. The 85 days in clause 4.5 run continuously from the time the charge succeeds.
2. Payment
2.1 The Poster must complete payment within 30 minutes of selecting a Tasker (by selecting an offer or accepting an application). When payment succeeds, the amount is charged and the task contract is formed (see clause 5.2 of the Terms of Service). Scheduled and “as soon as possible” tasks use the same payment window. If there is no valid payment by the end of the window, the selection expires and clause 5.3 applies.
2.2 The task amount range is shown in the app (currently A$5 to A$1,000). Changes to the range do not affect existing task contracts. The app shows the supported payment methods. They currently include cards, Apple Pay and Google Pay. Card payments may require issuer verification (3D Secure). The card statement normally shows BANGBANG followed by the last few digits of the task number.
2.3 The Platform does not mark a task as confirmed and paid before receiving confirmation of a valid payment. If the payment outcome is unclear, the Platform checks it first and does not charge again. While a money instruction is being processed, the Platform does not execute a duplicate or conflicting instruction on that payment.
3. Release and bank payout
3.1 Release on confirmation: when the Poster confirms completion and no open matter prevents release, the Platform releases the task funds. The Platform may also release funds under a dispute decision under section 6.
3.1A Submitting completion: when the Tasker submits completion, they must attach at least one photo. A screenshot may be used for an online task. For other tasks (at an address, pickup and delivery, or in a specified area), the Tasker must also grant location permission. The Platform takes one reading of the device's current location as evidence of completion (see clause 4.6 of the Privacy Policy). If permission is granted but a location cannot be obtained at the time, completion can still be submitted and the record will say “location not obtained”.
3.2 Automatic confirmation and release: if within 48 hours after the Tasker submits completion the Poster has not confirmed completion, neither party has raised a dispute directly under clause 6.1, and there is no unresolved dispute, open refund request, no-show report, chargeback, risk review, money operation in progress, account restriction or other matter requiring manual review, the Platform automatically confirms and releases the funds. This rule is subject to the 85-day rule in clause 4.5 and does not bring forward automatic release.
3.3 Notice and reminders: the Platform tells the Poster the automatic confirmation time by push notification and also by SMS if enabled. If no action has been taken 24 hours after submission and automatic confirmation is still due, it sends another reminder. Automatic release does not mean the Poster accepted the service quality or affect their rights under law.
3.4 Delaying release and bank payout. Under clause 2.3 of the Terms of Service, bank payout is scheduled only after the funds are released. If a dispute or chargeback on that payment is unresolved, the Platform delays release and bank payout only for the disputed amount of that payment and only within 85 days from payment. The Platform makes its decision before that period expires. It tells both parties the reason and how the matter will be handled, and publishes the decision rules in sections 6 and 8. Independent restrictions by a payment provider or card issuer, or imposed under law, follow their own rules.
3.5 After release: the Platform's ordinary refund process ends when the funds are released. After release, a concern about performance may be discussed with the other party or pursued through the options in clause 6.6. Any refund or other remedy required by law is unaffected. Clause 3.6 on correcting errors and clause 8.5 on chargebacks still apply.
3.6 Technical or operational errors: the Platform may correct a technical or operational error by the Platform or payment provider, such as a duplicate payment, an incorrect amount or a payment to the wrong account. It notifies both affected parties. A concern about performance itself is not covered by this clause.
3.7 Bank payout: each day, the Platform schedules bank payouts for funds that have been released and are available for payout. Actual receipt depends on Stripe and the receiving bank. If the payment account is restricted or a bank payout fails, the Platform tells the Tasker to check their payout details or contact support. The Platform does not offer instant payouts.
4. Refunds
4.1 Full refund to the original payment method: before release, a refund approved or made automatically under these Rules returns the full amount actually charged to the original payment method. The refund is not converted into a Platform balance, points or vouchers. A BangBang voucher already used is returned separately under the applicable voucher rules; it does not replace the refund of the amount paid. Refunds generally arrive in around 5 to 10 business days; actual timing depends on the payment provider and the card issuer. After a full refund, the payment is marked “refunded” and the task ends.
4.2 Cancellation before work starts: after the charge and before the service starts, if the Poster or the Tasker cancels under clause 5.1, the Platform automatically makes a full refund. If a no-show report, dispute or chargeback is unresolved, or a money instruction is being processed, the Platform first handles it under the relevant rules and does not refund twice.
4.3 No-show: after payment is confirmed and before completion is submitted, either party may report a no-show by the other party in the app and attach photos or an explanation. A further case of this kind is not opened while a dispute, refund request or no-show report is being handled. If a Tasker no-show is verified, the Platform issues a full refund under clause 4.1. A Poster no-show can be reported after the agreed start time, or after payment confirmation for an “as soon as possible” task. The Platform notifies the Poster and gives them 24 hours to respond.
· If the Poster does not respond or accepts the no-show, the Platform makes a full refund, closes the task, takes action under 7.6 and tells the Tasker. If already refunded, no further refund is made. Any earlier refund request closes at the same time.
· If the Poster denies the no-show within the response period, the report becomes a dispute under section 6. If the case cannot be converted in the app, the Platform records the response and handles it manually. This does not result in an automatic penalty. After the response period ends, a new dispute cannot be used to respond to that report.
· If the Tasker submits completion during the response period, their report of the Poster no-show closes automatically without action against the Poster. If the Poster has requested a refund, the Tasker may report a Poster no-show through support. The Platform pauses the request and gives the Poster the same 24 hours to respond. If the Poster disputes the report, the two cases are handled together as a dispute.
· If no payment was made or the report is not upheld, no money action is taken on the report. There is no automatic release while the report is open.
4.4 Refund requests: only the Poster may request a full refund after payment is confirmed, before the Tasker submits completion, while the funds have not been released and the payment is not under reconciliation or dispute. Only one request may be open per task at a time, and the Poster may withdraw it. After completion is submitted and before release, the Poster may raise a dispute about performance under clause 6.1. A refund request that becomes a dispute under these Rules is handled under section 6. Before approval, the Platform notifies the Tasker and gives them up to 24 hours to respond. The Platform does not approve it during that period unless the Tasker has already responded or there is an urgent personal safety matter. A rejection does not have to wait for the response period. The Tasker's response and attachments go to the Platform and are not automatically passed to the Poster if the request becomes a dispute. The Platform gives the reason for approval or rejection and the available next steps. Once approved, the refund is made under clause 4.1. Any partial refund on the payment provider's side is reconciled against the payment record.
4.5 85 days from payment: once 85 days have passed from payment, if funds have not been released and there is no unresolved dispute or chargeback, the Platform automatically cancels the task and makes a full refund to the original payment method. If a refund or another money operation is already being processed, the Platform first checks its result. If a dispute or chargeback remains unresolved, the funds are not automatically released or refunded solely because time has expired. The case is handled manually under clauses 6.3 and 8.5. The Platform makes its decision before 85 days from payment have elapsed. Automatic cancellation does not decide that either party breached the contract or affect either party's rights under law.
5. Cancellation, payment window and rescheduling
5.1 The Poster may close the task before selecting a Tasker. Taskers who have made offers are notified. Cancellation after selecting a Tasker and before payment does not involve funds. Cancellation after the charge and before the service starts is handled under clause 4.2. An open no-show report, dispute or chargeback must be addressed first. Once the service starts, neither party can end the task unilaterally through ordinary cancellation. Before completion is submitted, the Poster may request a refund under clause 4.4 and either party may report a no-show by the other under clause 4.3. After completion is submitted and before release, either party may raise a dispute about performance under clause 6.1.
5.2 The Platform records cancellations, no-shows and payment timeouts. Repeated occurrences may be handled under section 7. A verified Tasker no-show is handled under 7.8.
5.3 Payment window: the payment window starts under clause 2.1 when the Poster selects a Tasker (by selecting an offer or accepting an application). The deadline recorded in the app applies. The Platform reminds the Poster before it closes. If the Poster has not paid in time, the selection expires, the task reopens and the selected Tasker is notified. Where the Poster selected the Tasker by selecting an offer, if the same offer has returned to available status twice due to the Poster's payment timeout, the next timeout invalidates that offer. Timeouts caused by the Platform pausing payments, a restriction on the Poster's account, or a payment decline do not count, and the offer returns to available status. If a restriction on the selected Tasker's account prevents payment, the timeout does not count and the offer expires. An unclear payment outcome is handled under clause 2.3.
5.4 Rescheduling: if a task with an agreed start time is paid for and has not begun, it can be rescheduled by agreement once per task. An “as soon as possible” task has no agreed start time and changes may be discussed in chat. If the date must be changed, cancel and repost. Rescheduling changes only the time, not the amount or scope. To change the amount or scope, cancel and repost. Rescheduling does not change the period in clause 4.5, which runs from the original payment.
6. Disputes
6.1 Raising a dispute. After the Tasker submits completion in the app and before release, either party may raise a dispute directly in the app. Before completion is submitted, the Poster may request a refund under clause 4.4 and either party may report a no-show by the other under clause 4.3. This timing restriction does not apply to a no-show report or refund request that becomes a dispute under these Rules. Only one dispute may be open per task at a time. If a money operation is in progress, the Platform checks the payment state first and does not repeat the operation. There is no automatic release while a dispute is unresolved. Funds are handled under clause 3.4. If clause 4.5 applies, it governs the payment.
6.2 Evidence: both parties may provide explanations, photographs and other evidence. The Platform may retrieve chat records relating to the task, gives both parties a reasonable opportunity to give their account and respond, and protects personal information as required by law. The Platform keeps a complete case file. A party may download a party copy of the dispute record, excluding reporter identities, internal Platform records and internal identifiers. The complete file is used for Platform handling or provided as required by law.
6.3 Timing and escalation: for an unresolved dispute, the Platform prompts a review on day 60 from payment, prioritises it for manual handling on day 75, and refers it to an authorised decision maker by day 85 at the latest. The Platform makes its decision before 85 days from payment have elapsed. The Platform informs both parties of the case's progress. The system does not decide a dispute automatically when time expires or automatically change where the funds go. This clause does not extend the authority to delay payout under clause 3.4.
6.4 Platform decision: if both parties reach agreement, the Platform carries out the full release or full refund permitted under these Rules. If they do not agree, the Platform reviews both parties' materials and the relevant task records, acts reasonably, and makes a final decision for the Platform process on full release or full refund. The Platform tells both parties the outcome, the main reasons and the external options.
6.5 Published decision rules: the Platform publishes the applicable rules for release, refunds and disputes. In deciding, it considers the agreed task scope and time, records of commencement and completion, the facts of any no-show or cancellation, both parties' accounts and evidence, and the applicable payment, refund and no-show rules. Under clause 6.4, the Platform assesses whether the material supports full release or full refund. Applicable statutory rights and remedies take priority.
6.6 External options: the Platform's decision ends only its own dispute process. You may still seek assistance from Consumer Affairs Victoria, or seek resolution through the Victorian Civil and Administrative Tribunal (VCAT) or a court, subject to jurisdiction and applicable procedures. For a New South Wales task, you may seek assistance from NSW Fair Trading, or seek resolution through the NSW Civil and Administrative Tribunal (NCAT) or a court with jurisdiction. For tasks in other states or territories, you may seek help from the local consumer affairs agency or seek resolution through the local tribunal. You need not give up any right or remedy you have by law.
6.7 Abuse: where the evidence establishes that a dispute was used in bad faith to obtain an improper benefit, the Platform may take account action under section 7. Account action does not itself change the outcome for the funds.
6.8 Restrictions while a case is open: while a dispute, refund request or no-show report is open, neither party can post new tasks or submit new offers or applications. Selecting offers and paying for other existing tasks may continue.
6.9 Further materials: the deadline to provide more materials for a refund request or a no-show report is stated in the notice and is normally 48 hours. A request or report may be rejected automatically if the deadline passes. The Platform tells the applicant why and the time allowed to resubmit; if still eligible, the applicant may resubmit once with the missing materials. A dispute is not rejected automatically for missing materials. The Platform decides on the materials available under clause 6.4.
7. Account governance and appeals
7.1 No automatic bans: a decision to ban an account is made by Platform staff after a manual review of the evidence, which may include dispute records, reports and audit records.
7.2 Warning before a ban: where a ban is being considered because of conduct or performance, the Platform first gives a written warning stating the reasons and allows 7 days to respond. Where personal safety, fraud, a law-enforcement requirement or serious misconduct is involved, the Platform may ban the account immediately.
7.3 A ban is a full ban: once it takes effect, the account cannot sign in and any existing sessions end immediately.
7.4 Notice: warnings, restrictions and bans, and the revocation or lifting of any of them, are notified to you by SMS (which does not depend on signing in to the app). If you have a linked and verified email address, an email is sent as well. A notice of an action states the reasons, how to appeal, and that you may appeal within 30 days and the Platform replies within 10 business days.
7.5 Appeals: you may appeal within 30 days of receiving the notice by writing to support@bangbanglife.com.au, with your explanation and evidence; if your account has not been banned, you may also submit an appeal in the app. The Platform replies within 10 business days and either upholds or revokes the action. Actions and appeals are recorded.
7.6 Graduated action for Poster no-shows (see 4.3), counted on the confirmed and unrevoked Poster no-shows in the previous 6 months: first occurrence, a written warning; second occurrence, a 30-day restriction on posting or editing tasks, selecting offers and paying; third and later occurrences, the same 30-day restriction, and Platform staff review whether to ban the account (any ban follows 7.1 and 7.2). During a restriction you can still close a task for which no offer has been selected, and tasks already paid for continue as normal. Every action is notified to the Poster and may be appealed under 7.5; if an appeal is upheld, the action is revoked and that no-show no longer counts. The Tasker is told only the outcome, with no other information about the Poster.
7.7 A ban does not take away any contractual right or legal remedy you already have.
7.8 Graduated action for Tasker no-shows (see 4.3), mirroring 7.6 and counted on the confirmed and unrevoked Tasker no-shows in the previous 6 months: first occurrence, a written warning; second occurrence, a 30-day restriction on taking on tasks (during which you cannot submit new offers or applications); third and later occurrences, the same 30-day restriction, and Platform staff review whether to ban the account (any ban follows 7.1 and 7.2). Every action is notified to the Tasker and may be appealed under 7.5; if an appeal is upheld, the action is revoked and that no-show no longer counts.
7.9 Paid tasks when an account is banned: when either party is banned and the service has not started, Platform staff usually cancel the task within 1 business day and make a refund under clause 4.1. An unresolved dispute or chargeback is handled under sections 6 and 8. If the service has started or completion has been submitted, automatic confirmation stops, Platform staff contact both parties and handle it under section 6, and the ban alone does not automatically change where the funds go. For safety, compliance, fraud-risk or account-governance reasons, the Platform may cancel a task that has not begun and whose funds have not been released, make a refund under clause 4.1 and tell both parties. If the service has started, or a dispute or chargeback is open, the rules above apply.
8. Platform service fee
8.1 Platform service fee: when funds are released, the task amount less the platform service fee enters the bank payout process. Rates, maximums, discounts, rate changes and fee documents follow clause 6.3 of the Terms of Service (when this version was published, the rate was 12% of the task amount, up to A$45 per task, and on a task with a platform service fee discount, 2% of the task amount plus A$0.30). Each task is charged at the rate in force when the Tasker submitted the offer or application for it, and a rate change does not affect tasks already formed or offers already submitted.
8.2 Payment processing costs: Fees charged by the third-party payment provider for payments and for payouts to the Tasker's bank account are included in the platform service fee. Whatever the payment provider actually charges (for example, higher costs when the Poster uses an international card), the Tasker's platform service fee is calculated only under 8.1 and the Platform bears any difference; the Platform does not charge them to the Tasker separately, and does not calculate them separately according to the type of card the Poster used.
8.3 Refunds and fees: when making a full refund, the Platform instructs the payment provider to refund the charge and reverse the corresponding transfer, and returns the full platform service fee for that payment. The Platform bears any payment processing fee the payment provider does not return.
8.4 Amount shown to the Poster: The amount payable shown to the Poster before payment is the task amount agreed in the task contract, as a GST-inclusive total (any GST the Tasker is required to charge is included). The Poster pays nothing else on top of it. The Tasker can see the amount they will receive when making an offer or taking on a task, and the amounts received in their own earnings pages.
8.5 Chargebacks: a Poster may raise a chargeback with their card issuer. The card issuer handles it under the payment channel's rules. The Platform submits the relevant records to the payment provider. If funds have not been released, the Platform may delay payout of the disputed amount under clause 2.3 of the Terms of Service and reverse the amount covered by the chargeback through the payment provider. When reversing that amount, the Platform also refunds the corresponding portion of the platform service fee. The Tasker does not bear the platform service fee for a chargeback before release. The Platform records it and handles it according to the chargeback outcome. The same amount is not reversed or refunded twice. If the card issuer returns the funds, the Platform settles them in line with the business decision made and the payment channel outcome. The Platform initially bears a chargeback after release or bank payout. It does not recover released funds from the Tasker unless the chargeback was caused by that Tasker's fraud and recovery is permitted by law. A chargeback is separate from a Platform refund and lawful chargeback rights are unaffected. If evidence establishes misuse of chargebacks to circumvent these Rules, account action may be taken under section 7.
8.6 Payment receipts and tax invoices: the Poster's payment receipt is issued by the Platform as the Tasker's payment collection agent. It records the amount and status of the payment and is not a tax invoice. Whether GST applies to the task amount, and issuing any tax invoice, is the Tasker's responsibility under the law. A Tasker who is not registered for GST cannot issue a tax invoice.
9. Handling times (targets)
9.1 The following times are counted in business days and are the Platform's service targets, not guarantees:
· no-show reports and cases where a paid task cannot go ahead: first response within 1 business day; Platform handling within 2 business days;
· disputes about service quality: first response within 2 business days; Platform handling within 5 business days after complete evidence is received;
· refund requests: first response within 2 business days; a decision, or a request for further evidence, within 5 business days.
Handling at 85 days from payment and escalation of unresolved disputes follow clauses 4.5 and 6.3 respectively.
9.2 This section does not apply to emergencies such as personal safety. Contact local emergency services (000) immediately.
10. Safety and abuse reports
10.1 You may report safety concerns, misuse of address information or harassment in the app. The Platform handles reports under its rules and keeps a record.
11. Relationship to other documents
11.1 These Rules form part of the Terms of Service and apply together with the Privacy Policy. On matters of payment, release, refunds, disputes and account governance, these Rules prevail over the Terms of Service where they differ. On matters of personal information, the Privacy Policy prevails.
11.2 These Rules are issued in Chinese and in English. Both versions have equal effect; if they differ in meaning, the English version prevails.
12. Contact
· Disputes, refunds, appeals and support: support@bangbanglife.com.au
Version v2.4. These Rules are recorded with each task contract; the version you confirmed applies to that task.