Platform Guidelines

Last updated: 24 February 2026

1. Purpose

These Platform Guidelines establish the community standards and acceptable use policies for the Load Assist freight marketplace. By using the Platform, all users—Shippers, Carriers, and administrators—agree to conduct themselves in accordance with these guidelines. Violations may result in warnings, strike points, suspension, or permanent removal from the Platform.

2. General Conduct Standards

2.1 Professionalism

All users are expected to:

• Communicate respectfully and professionally through all Platform channels;
• Respond to messages, quotes, and booking updates in a timely manner;
• Honour commitments made through the Platform, including agreed pickup and delivery schedules;
• Provide accurate and truthful information at all times;
• Act in good faith during all transactions.

2.2 Prohibited Conduct

The following activities are strictly prohibited on the Platform:

• Harassment, intimidation, threats, or abusive language directed at any user;
• Discrimination based on race, gender, religion, sexual orientation, disability, or any protected attribute under Australian law;
• Fraudulent or deceptive behaviour, including misrepresentation of identity, business credentials, or services;
• Creating multiple accounts to circumvent restrictions or bans;
• Using the Platform to facilitate any illegal activity, including transport of prohibited items;
• Soliciting or arranging off-platform transactions to bypass Platform fees;
• Sharing login credentials or allowing unauthorised access to your account;
• Automated scraping, data harvesting, or any bot-driven interaction with the Platform;
• Manipulating ratings through fake reviews, coerced reviews, or review exchanges;
• Interfering with or disrupting Platform operations.

3. Shipper Guidelines

3.1 Job Posting Standards

• Accurate descriptions: Job listings must include truthful item descriptions, accurate dimensions, weight, and quantity. Misrepresenting items—especially concealing fragile, hazardous, or high-value goods—puts carriers at risk and may result in liability for damages;
• Realistic scheduling: Provide accurate pickup and delivery dates. Avoid posting jobs with impractical timeframes;
• Complete addresses: Provide full, valid pickup and delivery addresses including unit numbers, access codes, and special instructions;
• Photographs: Include clear, representative photographs of the items to be transported;
• Proper categorisation: Select the correct item categories and vehicle requirements. If unsure, choose a higher category.

3.2 Prohibited Items

The following items may not be transported through the Platform:

• Illegal drugs or controlled substances;
• Firearms, ammunition, or explosives (without appropriate licensing);
• Stolen property;
• Live animals (unless specifically arranged with a licensed animal transport carrier);
• Hazardous materials without proper declaration and carrier with valid dangerous goods licence;
• Perishable goods without appropriate refrigeration arrangements;
• Currency, bullion, or negotiable instruments;
• Human remains;
• Any items prohibited by Australian law.

3.3 During Bookings

• Be available at the agreed pickup and delivery times, or arrange a representative;
• Ensure items are properly packaged, labelled, and ready for collection;
• Confirm delivery within 48 hours of status change to "delivered", or the system will auto-confirm;
• Communicate proactively about any changes or delays;
• Pay the agreed amount promptly—payment is captured at booking confirmation.

4. Carrier Guidelines

4.1 Licensing and Compliance

• Maintain all required licences, registrations, and permits at all times;
• Ensure your driver's licence and any transport licences remain current;
• Keep vehicle registration, insurance, and roadworthiness certificates up to date;
• Only accept jobs that your vehicle and equipment can safely handle;
• Comply with all Australian road transport laws, including fatigue management, speed limits, and load restraint requirements;
• Maintain valid dangerous goods licences if transporting hazardous materials.

4.2 Quoting Standards

• Fair pricing: Provide honest, competitive quotes that reflect the actual cost and effort of the job;
• No bait-and-switch: Do not submit low quotes with the intention of renegotiating after acceptance;
• Timely responses: Submit quotes promptly. Quotes expire after 48 hours automatically;
• Clear communication: Include any conditions or special requirements in your quote message.

4.3 Service Standards

• Arrive at pickup locations at the agreed time;
• Handle all items with professional care—use appropriate equipment and securing methods;
• Provide proof of pickup and delivery as required (photographs, digital signature, OTP verification);
• Maintain GPS tracking enabled during active transits so Shippers can monitor their shipments;
• Report any issues, damage, or delays immediately through the Platform;
• Complete bookings within the agreed timeframe;
• Store items securely if delivery is delayed.

4.4 Vehicle Standards

• Vehicles must be roadworthy, clean, and appropriately maintained;
• Vehicles must match the type and specifications registered on the Platform;
• Load capacity must not be exceeded under any circumstances;
• Appropriate tie-downs, blankets, straps, and protective equipment must be available;
• Vehicles must display valid registration plates.

5. Ratings and Reviews

5.1 Integrity Standards

• Ratings and reviews must be honest, accurate, and based on genuine experiences;
• Only users who have completed a booking with each other may leave reviews;
• Reviews must focus on the service experience—personal attacks are not permitted;
• Users may not offer or accept incentives in exchange for positive reviews;
• Users may not threaten negative reviews to obtain concessions.

5.2 Review Content

Reviews must not contain:

• Profanity, hate speech, or discriminatory language;
• Personal information of any party (phone numbers, addresses, etc.);
• False or misleading claims;
• Spam, advertising, or links to external websites;
• Content unrelated to the booking experience.

5.3 Response to Reviews

Both parties may respond to reviews. Responses should be constructive and professional. Load Assist reserves the right to remove reviews or responses that violate these guidelines.

6. Communication Standards

6.1 In-Platform Messaging

• Use in-Platform messaging for all booking-related communication; 
• Keep messages professional, relevant, and concise;
• Do not share personal contact details to arrange off-platform transactions;
• Do not send unsolicited promotional messages.

6.2 Phone and External Communication

Contact information (phone numbers) shared for booking coordination purposes must only be used for that specific booking. Users must not retain or use contact details for marketing, solicitation, or any purpose unrelated to the active booking.

7. Dispute Conduct

• Submit disputes in good faith with genuine evidence;
• Provide clear, factual descriptions of the issue;
• Upload relevant evidence (photographs, documents, correspondence);
• Cooperate with the Load Assist dispute resolution team;
• Accept the outcome of disputes resolved by the Platform;
• Do not file frivolous, vexatious, or retaliatory disputes;
• Do not attempt to intimidate the other party during the dispute process.

8. Cancellation Conduct

• Cancel bookings through the Platform only—do not simply fail to show up;
• Provide a reason for cancellation;
• Cancellation fees apply as outlined in the Terms of Service;
• Excessive cancellations indicate unreliability and will result in strike points;
• No-shows without cancellation will be treated as a serious violation.

9. Enforcement and Consequences

9.1 Strike Point System

Load Assist operates a strike point system to manage Platform integrity. Strike points are issued for violations of these guidelines, cancellations, and poor service. Strike points differ in severity based on the nature of the violation:

9.2 Thresholds and Actions

Strike points are assessed by the Load Assist administration team. Users will be notified of any strike points issued and may submit an appeal within 7 days.

9.3 Immediate Suspension

Load Assist reserves the right to immediately suspend or terminate accounts in cases of:

• Fraud or financial crime;
• Safety threats to any person or property;
• Illegal activity;
• Severe harassment or threats;
• Repeated creation of accounts to evade bans.

10. Reporting Violations

If you witness or experience a violation of these guidelines:

• Use the in-Platform dispute or reporting feature;
• Email support@loadassist.com.au with details and any evidence;
• All reports are reviewed confidentially by the Load Assist team.

We take all reports seriously and will respond within 2 business days.

11. Changes to These Guidelines

Load Assist may update these guidelines at any time. Material changes will be communicated via email and/or in-Platform notification at least 14 days before taking effect. Continued use of the Platform after changes take effect constitutes acceptance of the updated guidelines.

12. Contact

For questions about these guidelines, contact us at support@loadassist.com.au.