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HUG

Acceptable Use Policy

Effective July 1 2026 · Version 1.0

Carpool Matching, Caregiving, and Child Safety

This Acceptable Use Policy (Policy) sets out the rules, behavioural standards, and child safety requirements that apply to your use of the HUG platform (Platform), including the website at thehugapp.com.au and the HUG mobile application, operated by The Hug App Pty Ltd (ACN 690 031 102 / ABN 26 690 031 102) (we, us or our).

The Platform helps Eligible Adults coordinate child caring requests, shared school and activity transport (through the Carpool Feature), and other family support arrangements. This Policy applies to all use of the Platform, including the submission of and response to Care Requests, the offering and acceptance of Carpool Matches, and any communication with another Eligible Adult through the Platform.

This Policy forms part of, and must be read together with, our Website Terms of Use, Mobile App Terms of Use, Privacy Policy, and Website Disclaimer. By accessing or using the Platform, you agree to comply with this Policy. If you do not agree, you must not use the Platform.

In this Policy, you and your refers to you as an Eligible Adult using the Platform, whether in the capacity of a Driver, Passenger, Carer, or Eligible Adult submitting a Care Request.

OPERATIVE PROVISIONS

1. DEFINITIONS AND INTERPRETATION

Definitions

In this Policy, the following definitions apply:

Account means a user account created and held by an Eligible Adult, as described in our Mobile App Terms of Use.
Care Request means a request submitted through the Platform for child caring, family support, or related services to be provided by another Eligible Adult.
Carer means an Eligible Adult who responds to a Care Request in the capacity of providing care, family support, or a related service.
Carpool Feature means the carpool matching functionality of the Platform that connects Eligible Adults sharing school, activity, or family-related journeys.
Child means a person under the age of 18 in respect of whom an Eligible Adult uses the Platform to coordinate care, transport, or family support.
Driver means an Eligible Adult who offers a Carpool Match through the Carpool Feature in the capacity of a driver.
Eligible Adult means a person who is at least 18 years of age and who is the parent, guardian, or other adult lawfully responsible for a Child to whom a Carpool Match or Care Request relates.
Force Majeure Event has the meaning given in clause 12.3.
Harmful Content means any content that is unlawful, defamatory, obscene, threatening, harassing, discriminatory, or otherwise objectionable, or that promotes or incites violence, self-harm, hatred, child exploitation or abuse, or illegal activity.
Loss means any loss, liability, cost, claim, expense, damage, charge, penalty, outgoing, or payment however arising, whether present, unascertained, immediate, future, or contingent, including reasonable legal costs on a solicitor and own client basis.
Carpool Match means a connection or pairing between Eligible Adults facilitated through the Carpool Feature.
Passenger means an Eligible Adult who accepts a Carpool Match for the purpose of transport of themselves or a Child for whom they are an Eligible Adult.
Platform means the HUG website located at thehugapp.com.au and the HUG mobile application, including all pages, features, and content accessible through those channels.
Policy means this Acceptable Use Policy, as amended from time to time.
WWCC means a current and valid working with children check, working with vulnerable people check, or equivalent clearance issued by a State or Territory authority that authorises the holder to engage in child-related work in that jurisdiction.

Interpretation

In this Policy, unless the context otherwise requires:

  1. headings are for convenience only and do not affect interpretation;

  2. the singular includes the plural and vice versa;

  3. a reference to a statute, regulation, or other law includes all amendments, consolidations, and replacements;

  4. a reference to writing includes email; and

  5. terms defined in the Website Terms of Use or Mobile App Terms of Use have the same meaning in this Policy unless otherwise defined.

2. SCOPE OF THIS POLICY

  1. This Policy applies to all use of the Platform by Eligible Adults, whether through the Website, the HUG mobile application, or any other channel through which the Platform is made available.

  2. This Policy supplements the Website Terms of Use and the Mobile App Terms of Use. To the extent of any inconsistency between this Policy and those terms in relation to the use of the Carpool Feature or the submission and acceptance of Care Requests, this Policy prevails.

  3. We may update this Policy from time to time. Any changes will be effective immediately upon posting the updated Policy on the Platform. Your continued use of the Platform after any changes constitutes your acceptance of the revised Policy.

3. NATURE OF THE PLATFORM

  1. The Platform is a technology service that helps Eligible Adults connect with one another to coordinate child caring requests, family support, and shared school, activity, or family-related transport. We provide the technology only.

  2. You acknowledge and agree that:

    1. we are not a childcare provider, education and care service, family day care service, school transport provider, commercial passenger vehicle service, ride-sourcing service, or transport operator;

    2. we do not provide, supervise, or take responsibility for any care, transport, or family support arrangement made through the Platform;

    3. we do not process or collect any payment for, and do not receive any commission or fare in connection with, any Carpool Match facilitated through the Platform (other than a Service Fee charged in connection with a Care Request or a cost-sharing payment, as described in our Mobile App Terms of Use);

    4. we do not employ, engage, or contract with any Eligible Adult, and no Eligible Adult is authorised to act on our behalf; and

    5. each Care Request and Carpool Match is a private, voluntary arrangement between the Eligible Adults involved, and any care session, journey, drop-off, or pick-up takes place at the sole risk of the participants.

  3. We do not verify or confirm the identity, character, background, qualifications, WWCC, driver licence, vehicle, or fitness of any Eligible Adult beyond the limited account checks described in clause 4 and in our Mobile App Terms of Use. We make no representation or warranty regarding the conduct, suitability, or trustworthiness of any Eligible Adult.

4. ELIGIBILITY AND ACCOUNT REQUIREMENTS

  1. To use the Platform, you must:

    1. be at least 18 years of age and an Eligible Adult in respect of every Child whose name, image, address, date of birth, or other personal information you submit through the Platform;

    2. hold a valid Account with us and comply with our Mobile App Terms of Use and Website Terms of Use;

    3. provide accurate, current, and complete information about yourself and (where applicable) any Child for whom you are an Eligible Adult, and update that information promptly when it changes;

    4. not create more than one Account, and not impersonate, misrepresent, or assume the identity of another person; and

    5. comply with all applicable laws, regulations, road rules, and child protection requirements that apply to your use of the Platform.

  2. We may, at our discretion, require additional identity, parental responsibility, WWCC, or vehicle and licence verification before allowing you to act as a Carer or Driver in respect of a Child who is not your own. We may engage third party identity or background verification services for this purpose. Successful completion of any verification step does not constitute a recommendation or endorsement by us of any Eligible Adult.

5. CARER OBLIGATIONS

  1. If you use the Platform as a Carer (whether in response to a Care Request or otherwise), you represent, warrant, and undertake that:

    1. you hold any WWCC, child-related work clearance, or other authorisation required by the law of the State or Territory in which the care is to be provided, and you are not subject to any prohibition, suspension, or condition that affects your ability to engage in child-related work or to care for a Child;

    2. you will provide care, family support, or related services with reasonable care, skill, and diligence, and consistent with the description set out in the relevant Care Request;

    3. you will only provide care or family support that you are competent and qualified to provide, and you will not hold yourself out as having qualifications, experience, or clearances that you do not have;

    4. you will at all times treat any Child in your care with respect, will not engage in any form of physical, emotional, sexual, or verbal abuse of a Child, and will not use physical discipline of any kind;

    5. you will not consume alcohol, illicit drugs, or any other substance in a manner that impairs your ability to care for or supervise a Child;

    6. you will comply with all reasonable instructions provided by the requesting Eligible Adult about the care of the Child (including dietary, medical, allergy, religious, cultural, and routine matters);

    7. you will not transport a Child in a vehicle unless you separately comply with the Driver obligations in clause 6 and any additional requirements in clause 8;

    8. you will keep the requesting Eligible Adult informed about the care of the Child and will promptly notify the requesting Eligible Adult of any incident, injury, illness, accident, near miss, behavioural concern, or other matter that a reasonable parent would expect to be told about; and

    9. you are solely responsible for any Loss, injury, or damage arising from or in connection with your conduct as a Carer.

6. DRIVER OBLIGATIONS

  1. If you use the Carpool Feature as a Driver, you represent, warrant, and undertake that:

    1. you hold a current and valid driver licence of the appropriate class for the vehicle you use, and you are not subject to any suspension, disqualification, or condition that affects your ability to drive lawfully;

    2. the vehicle you use is:

      1. roadworthy, properly maintained, and fit for its intended use;

      2. registered with the relevant State or Territory road authority; and

      3. covered by compulsory third party insurance and any other insurance required by law;

    3. you will drive safely and responsibly, obey all applicable road rules and speed limits, and will not drive while impaired by alcohol, drugs, fatigue, or any medical condition;

    4. you will only offer Carpool Matches for journeys that you are genuinely undertaking for your own personal, non-commercial purposes (for example, school or activity drop-off and pick-up), and not for the purpose of providing a commercial transport service;

    5. you will not carry more Passengers or Children than the number of seatbelt-equipped seats in your vehicle, and you will not permit any Passenger or Child to travel without wearing a fitted seatbelt or, where the law requires, an appropriate child restraint;

    6. you will comply with all applicable child restraint laws, including any age, height, or weight-based requirement for the use of an approved child restraint, booster seat, or other accessory;

    7. you will respect the property and personal safety of your Passengers and any Child at all times;

    8. you will comply with all applicable laws in relation to the carriage of passengers, the use of mobile devices while driving, and the transportation of goods (including any restrictions on carrying dangerous, prohibited, or restricted items); and

    9. you are solely responsible for any Loss, injury, or damage arising from or in connection with your conduct as a Driver, including any collision, injury, or property damage that occurs during a journey.

  2. Any cost-sharing between you and a Passenger must remain incidental and non-commercial in nature. You must not seek or accept any payment or benefit that would cause the Carpool Feature, or your use of it, to be characterised as a commercial passenger vehicle service, ride-sourcing service, or similar regulated activity in your jurisdiction.

7. PASSENGER AND REQUESTING ELIGIBLE ADULT OBLIGATIONS

  1. If you use the Carpool Feature as a Passenger, or submit a Care Request as an Eligible Adult, you represent, warrant, and undertake that:

    1. you will assess and take responsibility for your own safety and for the safety of any Child for whom you are an Eligible Adult, in deciding whether to accept a Carpool Match, accept a response to a Care Request, or undertake or send a Child on any journey or care session;

    2. you will provide all information reasonably necessary to allow the responding Driver or Carer to perform the arrangement safely (including information about medical conditions, allergies, special needs, child restraint requirements, and emergency contacts), without providing more personal information than is reasonably necessary;

    3. you will, before any Child is left in the care of a Carer or carried by a Driver who is not the Child’s parent or guardian, take reasonable steps to confirm the identity of that Carer or Driver and any WWCC, driver licence, or other authorisation they claim to hold;

    4. you will, where you are a Passenger, wear a fitted seatbelt at all times while the vehicle is in motion and will ensure that any Child travelling with you is appropriately restrained in accordance with the law;

    5. you will not bring, carry, or transport any dangerous, prohibited, or restricted item into or through any vehicle used for a Carpool Match;

    6. you will respect the property and personal safety of the Driver, Carer, and any other Passenger at all times, and will not engage in any conduct that interferes with the Driver’s ability to operate the vehicle safely or the Carer’s ability to provide care safely;

    7. you will cover the agreed share (if any) of fuel, tolls, parking, or other out-of-pocket expenses in a timely manner and pay any agreed fee for care, family support, or related services;

    8. you remain solely responsible for the supervision, welfare, and decision-making in respect of any Child for whom you are an Eligible Adult, even while that Child is in the care of a Carer or being transported by a Driver; and

    9. you are solely responsible for any Loss arising from or in connection with your conduct in this capacity.

8. CHILD SAFETY

  1. The Platform is designed to support Eligible Adults in coordinating arrangements involving Children. The Platform is not a substitute for, and does not replace, the personal supervision and decision-making that an Eligible Adult is required to exercise in respect of a Child. We take child safety seriously and require all users to comply with the requirements in this clause 8.

Drop-off, pick-up, and supervision

  1. Any handover of a Child between Eligible Adults must take place in person, in a safe location, and only between Eligible Adults known to one another or whose identity has been confirmed in accordance with clause 7. A Child must not be left unattended at a pick-up or drop-off location.

  2. Carers and Drivers must not permit a Child to be collected from their care by a person other than the Eligible Adult who submitted the Care Request or accepted the Carpool Match (or another Eligible Adult expressly nominated by them), unless required to do so by law or in an emergency.

Working with children clearances

  1. Where a Carer or Driver who is not the parent or guardian of the relevant Child is required by the law of the applicable State or Territory to hold a WWCC in order to engage in the relevant arrangement, that Carer or Driver must hold a current and valid WWCC and must produce evidence of the WWCC to the requesting Eligible Adult on request. We do not independently verify WWCC status, and the Eligible Adult requesting care or transport is responsible for confirming WWCC status before proceeding with the arrangement.

Conduct around Children

  1. No user may, in connection with any use of the Platform or any arrangement facilitated through it:

    1. engage in any form of physical, emotional, sexual, or verbal abuse, neglect, or exploitation of a Child;

    2. subject a Child to corporal punishment or any other physical discipline;

    3. engage in or facilitate grooming behaviour, inappropriate communication, or any conduct of a sexual nature in relation to a Child;

    4. share, generate, store, request, or solicit any photograph, video, or other image of a Child that is sexualised, exploitative, indecent, or otherwise contrary to law;

    5. publish, post, or share photographs or videos of a Child outside the Platform without the express consent of the Child’s parent or guardian; or

    6. communicate with a Child outside the Platform other than as reasonably necessary for the relevant arrangement and with the knowledge and consent of the Child’s parent or guardian.

Mandatory and voluntary reporting

  1. Many users will be subject to legal mandatory reporting obligations in respect of suspected child abuse or neglect. Where you become aware of, suspect, or witness conduct that may constitute child abuse, neglect, exploitation, or other risk of significant harm to a Child, you must report the matter as required by the applicable law and may report it to us using the details in clause 9. Reporting to us does not satisfy any legal mandatory reporting obligation you may have to a child protection authority or the police.

9. PROHIBITED CONDUCT

  1. In connection with your use of the Platform, you must not:

    1. use the Platform for any unlawful, fraudulent, or harmful purpose, or for any purpose that puts a Child at risk of harm;

    2. operate the Platform as, or represent the Platform to others as, a commercial childcare service, education and care service, transport, taxi, ride-sourcing, courier, or delivery service;

    3. submit, post, or transmit any Harmful Content, including through your profile, in a Care Request or Carpool Match, in messages with other users, or in any photograph or video of a Child;

    4. engage in any form of child sexual abuse material, child grooming, sexualised conduct in relation to a Child, or other conduct that exploits, endangers, or harms a Child;

    5. harass, threaten, intimidate, stalk, discriminate against, or otherwise cause alarm or distress to any other user (whether an adult or a Child);

    6. consume alcohol or illicit drugs in a manner that impairs your ability to use the Platform safely, to drive, or to care for a Child;

    7. carry, possess, or transport any firearm, weapon, or other dangerous item during a Carpool Match or care session (except where lawfully permitted and reasonably necessary);

    8. take photographs, video recordings, or audio recordings of another user, or of any Child, without the informed and voluntary consent of that user or that Child’s parent or guardian;

    9. collect, store, or use any personal information about another user, or about any Child, other than for the purpose of completing the relevant arrangement, or share that information with any third party without consent;

    10. use any automated tools, bots, or scripts to create Carpool Matches, submit or respond to Care Requests, solicit other users, or otherwise interact with the Platform, except through the interfaces we provide;

    11. attempt to circumvent, disable, or interfere with any safety, security, identity, or moderation feature of the Platform; or

    12. use the Platform in any other way that causes, or could reasonably be expected to cause, harm to a Child, another user, us, or any third party.

10. REPORTING INCIDENTS AND CONCERNS

  1. If you experience or witness any conduct that breaches this Policy, any safety concern relating to a Child or another user, or any incident, injury, or property damage arising in connection with an arrangement, you should:

    1. in the case of an emergency or suspected crime, contact emergency services on 000 (or the relevant emergency number in your jurisdiction) immediately;

    2. contact your local police, child protection authority, or other competent body where the circumstances warrant;

    3. take any steps reasonably available to you to ensure your safety, the safety of any Child, and the safety of others; and

    4. report the matter to us through the in-app reporting function or at wegotyou@thehugapp.com.au as soon as reasonably practicable.

  2. We will review reports of alleged breaches of this Policy in good faith. We may request further information, liaise with relevant authorities (including law enforcement, child protection authorities, the eSafety Commissioner, and WWCC authorities), and take any action we consider appropriate in accordance with clause 11.

  3. We are not a law enforcement body, a child protection authority, or a child welfare body. The making of a report to us does not substitute for, or satisfy, any obligation you may have to report a matter to police, a child protection authority, or another competent authority.

11. MONITORING AND ENFORCEMENT

  1. We reserve the right (but are not obliged) to monitor, review, or investigate any use of the Platform for the purpose of assessing compliance with this Policy, protecting the safety of Children and other users, and protecting the integrity of the Platform. This may include automated and human review of profiles, listings, messages, and other Content.

  2. If we determine, in our sole discretion, that you have breached this Policy, we may take any one or more of the following actions without prior notice:

    1. issue a warning to you;

    2. suspend or restrict your access to the Carpool Feature, the in-app payment functionality, the Platform, or your Account (in whole or in part);

    3. terminate your Account;

    4. remove or disable access to any Content that breaches this Policy;

    5. report the breach, and disclose associated information about you and your use of the Platform, to law enforcement authorities, child protection authorities, WWCC authorities, the eSafety Commissioner, regulators, or other competent bodies; and

    6. take any other action we consider reasonably necessary to protect Children, other users, our rights, or the integrity of the Platform.

  3. Our decision to take or not to take enforcement action in any particular instance does not constitute a waiver of our right to take enforcement action in relation to any other breach of this Policy.

12. FORCE MAJEURE

  1. We are not liable for any failure or delay in making the Platform available or performing any obligation in connection with this Policy to the extent that the failure or delay is caused directly by a Force Majeure Event, provided that:

    1. we use reasonable endeavours to minimise the impact of the Force Majeure Event and to resume normal service as soon as practicable; and

    2. the failure or delay is not attributable to our negligence, wilful misconduct, or failure to take reasonable precautions.

  2. If a Force Majeure Event prevents us from making the Platform available for a continuous period of more than 60 days, we may discontinue the Platform (in whole or in part) without liability to you.

  3. For the purposes of this Policy, Force Majeure Event means any event or circumstance beyond our reasonable control, including:

    1. acts of God, flood, earthquake, storm, cyclone, or other natural disaster;

    2. epidemic, pandemic, or public health emergency declared by a government authority;

    3. war, invasion, acts of terrorism, riot, or civil unrest;

    4. government action, law, regulation, order, or embargo;

    5. failure of third party infrastructure, including telecommunications, power networks, or cloud computing services; and

    6. cyberattack, distributed denial of service attack, or other malicious interference with digital infrastructure.

  4. For the avoidance of doubt, a Force Majeure Event does not include financial difficulty or inability to pay.

13. GENERAL

  1. Governing Law: this Policy is governed by and construed in accordance with the laws of Victoria, Australia. You irrevocably submit to the non-exclusive jurisdiction of the courts of Victoria and any courts entitled to hear appeals from those courts.

  2. Severability: If any provision of this Policy is held to be invalid, illegal, or unenforceable, that provision will be severed from this Policy and the remaining provisions will continue in full force and effect.

  3. Waiver: A failure or delay by us in exercising any right, power, or remedy under this Policy does not operate as a waiver of that right, power, or remedy. A single or partial exercise of any right, power, or remedy does not preclude any other or further exercise of that right or any other right, power, or remedy.

  4. Entire Agreement: this Policy, together with our Website Terms of Use and our Mobile App Terms of Use and our Privacy Policy and our Website Disclaimer constitute the entire agreement between you and us in relation to your use of the Platform and supersede all prior agreements, representations, and understandings.

  5. Assignment: You may not assign or transfer any of your rights or obligations under this Policy without our prior written consent. We may assign or transfer our rights and obligations under this Policy to any third party without your consent.

  6. Contact: The Hug App Pty Ltd can be contacted at wegotyou@thehugapp.com.au or by writing to Level 10, 369 Royal Parade, Parkville VIC 3052.