Matching Policy

1. What BuildPilot does

BuildPilot is an Australian-operated matching platform that connects homeowners with builders, trades, suppliers and professional services. We collect your brief, score the listed businesses that best fit it, and pass your brief through to the businesses we shortlist. We do not perform the work, supervise the work, or warrant the work performed by any matched business.

Every match is a software-assisted recommendation based on the information you provide and the profile information businesses provide to us. Matching does not constitute an endorsement of any particular business beyond what is stated on their BuildPilot profile.

2. What businesses tell us about themselves

Businesses self-declare their identity, ABN and category of work when they list with us. We do not independently verify, vet, vouch for, or warrant any business's licence, insurance, registration, accreditation or workmanship.

Before you sign a contract or pay any business matched to you, please confirm their credentials yourself against the official Australian registers. We've put the relevant ones - ABR, CBS SA, VBA, QBCC, NSW Fair Trading, ASIC, the profession boards and so on - in one place at verify a business, so you can confirm licence, insurance, registration and ABN for anyone yourself in seconds.

3. Your contract is with the business, not BuildPilot

Once you choose to engage a matched business, you and that business form a separate contract for the goods or services. BuildPilot is not a party to that contract.

Before you sign anything we suggest you:

• Request a written quote that itemises scope, inclusions, exclusions, payment milestones and a programme.
• Independently look up the business's licence on the relevant State or Territory regulator's website. Our verify a business guide gives you the direct links.
• Ask the business to send you a current Certificate of Currency for their Public Liability and (where relevant) Professional Indemnity insurance.
• Never pay a deposit larger than the cap set under your State or Territory residential building, trade, or consumer law (whichever applies to the business type you have engaged).
• Keep written records of all variations, instructions and communications.

4. Your rights under Australian Consumer Law

Goods and services supplied to you in Australia come with consumer guarantees under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). These guarantees include that services will be provided with due care and skill, that they will be fit for the purpose you make known, and that they will be supplied within a reasonable time. These rights cannot be excluded, restricted or modified by contract.

BuildPilot's matching service is also subject to the Australian Consumer Law. We do not exclude any rights or remedies that cannot be lawfully excluded.

5. Reporting and dispute resolution

If something goes wrong with a business we matched you with, we want to know. Use the Report this business button on the business's BuildPilot profile, or read our Complaints Process for the full step-by-step.

If you have made a complaint to the business and it has not been resolved within 14 days, you can escalate to the relevant State or Territory regulator. We maintain a current list of escalation contacts on our Complaints Process page.

6. Contact

Questions about how matching works? Email home@buildpilot.com.au or use our Contact page.