You are buying access to a listing: usually a name, phone, suburb and what the person asked for. You are not buying a booked job, a signed contract, exclusive work, or a promise they will hire you.

The tree work or the mulch drop is between you and that customer. MulchSpot is the platform. We are not the customer’s contractor and we are not your insurer.

If the listing is invalid in the ways listed below, you have 7 days to claim. If we agree, you get the same value back as credit, or a money refund on a pay-as-you-go charge. You do not get a refund because they chose someone else, haggled, cancelled after you spoke, or the job was smaller than you hoped.

Credit packs can be refunded in money within 7 days if you have not used any credit from that pack. After that, unused credits stay on the account. They do not expire.

By creating an arborist account, logging in, taking a job, unlocking a quote request, or buying credits, you agree to these terms for your business. If you sign up in a company name, you confirm you can bind that business.

This page is for people who pay us to open a listing. Homeowners and gardeners have separate site rules.

Drop-off sites — a listing that wants mulch, sometimes with a delivery fee the customer has offered.

Quote leads — a person who asked for a tree or property quote through MulchSpot.

Pay-as-you-go — the dollar price on the listing. For drop-off sites that has been advertised at $19.95 including GST unless the listing says otherwise.

Credits — one credit in place of the listed credit price. Pack sizes and prices are as shown at checkout when you pay.

The price that binds you is the one on the screen when you confirm.

A purchase does not include a guaranteed job, payment from the customer, exclusive rights to a suburb, a set number of leads per week, or a promise that only you will see a quote lead.

It does not include complete photos or notes, insurance, licences, traffic control, power-authority approval, or council permits.

It does not include the outcome of your quote, site visit, or the work itself.

A taken drop-off site is usually pulled off the open board so two trucks do not turn up. That is still not a guarantee the customer will accept the load.

When you tap take job, unlock, buy, or pay, we charge the listed dollar price or deduct 1 credit (or the amount shown). The charge is earned then, because that is when we give you the contact details.

You must read the listing, including any note to ring first, and you confirm you can lawfully do that work in that area.

If your card fails, the unlock does not complete. If a charge succeeds and the listing then goes blank, contact us. That is a platform error, not “they didn’t hire me”.

Credits unlock MulchSpot listings on the account that bought them. They are not cash and are not transferable to another business without our written OK.

Credits do not expire while the account is open.

If we close the platform for good, unused credits are refunded in money at the average price you paid per credit, unless the law requires more.

We do not buy unused credits back because you are quiet, on holiday, or leaving the industry, except for cooling off, a valid claim, or the law.

Displayed prices include GST unless we say they do not. Keep your order emails. Ask if you need a tax invoice. Tax invoices will show ABN 64 807 213 167.

A valid dud-lead claim goes through section 9, not a card chargeback, except where the bank is your legal right. If you chargeback without talking to us, we may pause the account until it is sorted.

If you buy a credit pack and have not used any credit from that pack, you may cancel within 7 days of payment and we refund that pack to the original payment method.

If you have already unlocked a listing with those credits, there is no change-of-mind refund on the pack. You can still claim that listing under section 8.

Pay-as-you-go unlocks have no change-of-mind refund once the contact details have been shown. You can still claim if the listing is invalid under section 8.

Claim within 7 days of the unlock (Melbourne time) if one or more of these is true, and you made a genuine attempt to use the listing. A genuine attempt means you tried the phone, and the email if we gave you one.

We will usually credit or refund

Dead contact — the listed phone is disconnected, wrong, or not the customer, and any listed email bounces or is unusable, so you cannot reach them at all.

Fake or test — spam, a joke, our own test left on the live board, or a listing we accept was never a real request.

Duplicate you already paid for — the same customer and same job or address that you already unlocked, posted again by mistake. A new job at the same house is not a duplicate.

Wrong trade — the work is clearly not a tree, arborist, mulch or listed-category job.

Wrong area — the real site is outside the suburb or region shown, in a way you could not see before paying.

Our listing error — wrong address or a broken map pin, and you could not do the job from what we sold you.

Taken but never delivered — payment came out and the details never appeared, or appeared blank.

Palm or species refusal on a drop-off — you told the gardener the load is palm or another species they listed as not wanted, they refuse, and you dump elsewhere. We may ask them to confirm.

Double billed — charged twice for the same unlock.

We will not refund because

The customer got other quotes, went with someone else, went quiet after a real conversation, or never booked.

They wanted a price you would not do, or the job was smaller, bigger, or messier than the form suggested.

They cancelled after you spoke, delayed, or needed to ask the owner, body corporate or council.

You were too busy, too far that day, short a climber, or the chipper was down.

You did not call, called once and gave up, or waited more than 7 days to try.

They prefer SMS or email instead of a phone call, and that contact works.

They asked for a written quote or a site visit. That is a normal lead.

Council, overlays, powerlines, access, dogs or neighbours make the job hard or not worth it.

You already quoted, inspected, or started work. The lead did its job.

Another arborist also bought the same quote lead.

You changed your mind after seeing the phone number.

Property damage, driveway cracks, complaints, or a dispute about the work or the mulch load. See section 12.

Fines, tip fees, fuel, wages, or time quoting.

You wanted exclusive suburb rights or a minimum number of leads.

If only part of a claim is valid, we only reverse the dud.

Within 7 days, text 0411 721 683 with CLAIM, or use mulchspot.com.au/contact-us

Include business name, order or listing ID, date paid, suburb, customer name if you have it, and which point in section 8 applies.

Attach what you have: screenshot, call log, bounce email, photo of the wrong pin.

We aim to decide within 5 Melbourne business days of a complete claim. We may try to contact the customer.

If we agree, we put the same value back as account credit by default. If you paid pay-as-you-go and ask for money back, we refund the original payment method when we reasonably can. Pack credits return as credits, not cash, unless section 7 applies or the law says otherwise.

If we disagree, we will say why. You can reply once with extra facts.

Claims after 7 days: we can still help as a goodwill credit. We do not have to.

Call first on drop-off sites. Confirm address, access, and what they will accept before you roll a truck.

Use customer details only to quote or deliver that listing. Do not on-sell leads or add them to a marketing list they did not ask for.

Hold the licences, tickets and public liability insurance the work needs. Do not take high-voltage or network vegetation work unless you are allowed to do it.

Do not take jobs you cannot resource. Do not ghost a customer after unlocking.

Be honest about load quality. No construction waste, no loads of logs or rocks, keep unchipped material down, stump grindings only if they agreed.

Do not scrape or republish the board, prices or other contractors’ details.

Keep your email, phone and card details current.

If they hire you, that contract is yours. MulchSpot is not a party to it and does not run the job.

If there is a fight with the customer, try them first. We may pass messages. We are not a court, an insurer, or a debt collector for your invoice. We may pause an account if we reasonably believe there is abuse, unsafe work, or a risk to people on the platform.

Trucks are heavy. Thin driveways can crack. Driveway and surface damage from lawful access is a risk the property owner takes when they ask for a truck. That is not a reason to smash through on purpose. If access looks wrong, say so and do not dump.

Other property damage from your truck, chips, logs or driving off the agreed spot is your problem, and your insurer’s, not MulchSpot’s.

MulchSpot is not liable for personal injury or property damage from delivering chips or logs. We may help the two sides talk. We do not pay the repair, the medical, or the council fine.

Leftover mulch is not ours to remove. Load size is what is on the truck.

The map and take-job buttons will break sometimes. If you cannot unlock because we are down, you have not been charged. If you are charged and receive nothing usable, that is section 8.

We can refuse, suspend or close an account if you do not pay, game refunds, on-sell leads, deliver rubbish loads, work unlicensed, abuse customers or staff, or scrape the site.

If we suspend you, unused credits stay on the account unless we terminate for serious breach. Purchased unused credits are still handled under Australian Consumer Law.

To the extent the law allows, we are not liable for lost jobs, lost profit, downtime, fuel, wages, tip fees, council or energy-company penalties, or other indirect loss.

We are not liable for what you or the customer do on site, or for everything a customer types on a form. We pass on what they submitted.

Where we are liable and the loss can be limited, our total for a claim is capped at what you paid us for that unlock or pack, or if that does not fit, what you paid us in the 12 months before the claim.

Nothing here tries to exclude a liability the law says we cannot limit.

You indemnify Peter Jefford trading as MulchSpot against claims, loss and reasonable legal costs arising from your work or driving, your quotes and invoices, your misuse of customer information, your breach of these terms, or your content on the site, except to the extent we caused it.

If you are protected by the Australian Consumer Law, you have guarantees we cannot strip out, including that services are provided with due care and skill and are reasonably fit for the disclosed purpose.

Our no-refund lines apply to change of mind and to leads that were a real chance to quote. They do not wipe a guarantee if our service has a major failure.

A lead that is a real person with working contact details who asked for that category of work in that area is the service we sell. Them not hiring you is not a failure of that service.

Customer names, phones, emails and addresses are given to you so you can contact them about that listing. When the job is done or they say stop, do not keep using their details for other marketing unless they separately agree.

For a change about price, refunds, or what you must do, we will give at least 30 days’ notice by email or a notice in the arborist login, unless the law requires us to change sooner. The terms that applied on the day of an unlock still govern that unlock.

Victorian law. Victorian courts. If one clause is thrown out, the rest stays.

Peter Jefford trading as MulchSpot
ABN 64 807 213 167
mulchspot.com.au
Arborists: 0411 721 683 (text CLAIM if it is a refund)