Community Guidelines

A safe, respectful marketplace.

Effective 26 October 2026Applies to all Customers and Providers

A safe, respectful marketplace for everyone

These Community Guidelines apply to every person who uses the Orygoo platform — customers, beauty service Providers, and any visitor. They apply on the Platform, in-person during bookings, and in any communication arising from a Platform interaction. These Guidelines are incorporated into Orygoo's Terms & Conditions and form part of your binding agreement with Orygoo.

SECTION 1 — OUR VALUES

Safety: Every interaction — online and in person — must be physically and emotionally safe for all parties. Respect: Dignity, courtesy, and professionalism are expected in every exchange on or arising from the Platform. Honesty: Reviews, listings, profiles, and communications must be truthful. No deception, manipulation, or misrepresentation. Accountability: Actions have consequences. Orygoo will act when these Guidelines are breached.

SECTION 2 — WHO THESE GUIDELINES APPLY TO

These Guidelines apply to all customers, Providers, and anyone who communicates through or submits content to the Platform. They apply in all contexts connected to Orygoo: within the app, during in-person appointments, in reviews and ratings, and in any off-platform conduct that directly affects the safety or experience of another Orygoo user.

SECTION 3 — STANDARDS FOR EVERYONE

3.1 Treat Everyone with Respect

Communicate politely and professionally in all in-app messages
Arrive to appointments on time and ready
Raise concerns or complaints through the proper channels rather than through personal attacks

3.2 Be Honest

Do not misrepresent your identity, qualifications, business, or intentions
Do not submit false, misleading, or fabricated reviews, ratings, or reports
Do not manipulate, incentivise, or coordinate reviews to mislead other users

3.3 Protect Privacy

Do not share another user's personal information outside the Platform without their explicit consent
Do not screenshot, record, or photograph another person during an appointment without their clear and explicit consent
Do not use personal information obtained through the Platform for any purpose other than completing the booking

3.4 Keep Transactions on Platform

Do not solicit, accept, or make payments for Platform-sourced bookings outside the Orygoo payment system
Off-platform transactions remove consumer protections, insurance coverage, and dispute resolution rights

3.5 Do Not Misuse the Platform

Do not use the Platform for any unlawful purpose
Do not use automated tools, bots, or scripts to interact with the Platform
Do not create multiple accounts to circumvent a suspension or ban

SECTION 4 — STANDARDS FOR CUSTOMERS

4.1 Booking Responsibility

Book appointments genuinely and only when you intend to attend. Cancel with as much notice as possible. Repeated no-shows or late cancellations may result in a formal warning and ultimately account suspension. Arrive on time — if running late, notify the Provider through in-app messaging immediately.

4.2 Health and Safety Disclosure

Disclose any allergies, skin conditions, medications, or health contraindications to the Provider before your appointment. Do not withhold health information that may affect the safety of a service. Orygoo and Providers cannot be held responsible for adverse reactions arising from health information you chose not to disclose.

4.3 Conduct During Appointments

Treat the Provider's workspace with respect
Do not bring additional guests to appointments without the Provider's prior agreement
Do not make sexual comments, gestures, or advances toward a Provider under any circumstances
Do not attend an appointment under the influence of alcohol or drugs
Do not engage in threatening, intimidating, or aggressive behaviour toward a Provider

4.4 Review Conduct

Only submit reviews for services you genuinely received through the Platform
Be honest, specific, and fair — criticism is acceptable, personal attacks are not
Do not use reviews to threaten, coerce, or extort a Provider
Do not submit a review in exchange for a benefit, discount, or payment

4.5 Chargebacks and Refunds

If you are unhappy with a service, follow the Refunds & Returns Policy process before initiating a chargeback. Initiating a chargeback without first following the Platform dispute process is a breach of these Guidelines.

SECTION 5 — STANDARDS FOR PROVIDERS

5.1 Professional Conduct

Deliver every service with the skill, care, and professionalism a customer would reasonably expect
Maintain accurate and up-to-date profiles, including qualifications, services offered, pricing, and availability
Do not offer or advertise services you are not qualified or licensed to provide
Conduct yourself professionally in all in-app communications and in person

5.2 Hygiene, Safety and Compliance

Maintain hygiene and infection control standards required by SA Health and the Work Health and Safety Act 2012 (SA)
Carry valid public liability insurance of at least $5,000,000 AUD at all times
Hold all professional licences, registrations, and qualifications required for your listed services
Immediately notify Orygoo at hello@orygoo.com of any incident, injury, or adverse outcome arising from a booking

5.3 Honesty in Listings

All service descriptions, pricing, photos, qualifications, and availability must be accurate and current
Do not use misleading before-and-after images or make unsubstantiated claims
Do not display qualifications you do not hold or have not maintained

5.4 Conduct During Appointments

Treat every customer with dignity, respect, and professionalism
Do not make sexual comments, gestures, or advances toward a customer under any circumstances
Obtain explicit written or verbal consent before photographing or filming a customer
Do not share, publish, or post images of a customer without their clear, prior, written consent

5.5 Customer Data and Confidentiality

Personal information about customers obtained through the Platform must be treated as strictly confidential. Do not use customer information obtained through the Platform to contact customers outside the Platform for marketing or commercial purposes.

SECTION 6 — PROHIBITED CONDUCT

6.1 Physical Violence and Threatening Behaviour — ZERO TOLERANCE Any act of physical violence or credible threat of violence results in immediate permanent account closure and referral to South Australian Police (SAPOL) or the Australian Federal Police (AFP).

6.2 Sexual Misconduct and Harassment — ZERO TOLERANCE

Sexual misconduct of any kind results in immediate permanent account closure. Orygoo will refer credible reports to SAPOL.

Sexual assault or any non-consensual sexual contact
Unsolicited sexual comments, messages, or advances
Requesting sexual services through the Platform or during an appointment
Sending or requesting sexually explicit images or messages

6.3 Discrimination

Orygoo prohibits discrimination on any protected ground including: sex, gender identity, sexual orientation, race, ethnicity, religion, age, disability, pregnancy, marital status, intersex status, and political opinion.

6.4 Verbal, Emotional, and Psychological Abuse

Verbal abuse, insults, or sustained derogatory language
Gaslighting, belittling, or intentionally demeaning another user
Using reviews, ratings, or reports as a tool to intimidate or retaliate

6.5 Online and Digital Misconduct

Cyberbullying — persistent targeted conduct intended to intimidate or humiliate
Doxxing — publishing another person's private information without consent
Impersonating another user, Provider, or Orygoo staff member

6.6 Privacy Violations

Sharing another user's personal information without consent
Recording conversations, video, or audio during appointments without consent
Publishing or sharing images of another person without their explicit prior consent

IMAGE-BASED ABUSE: Publishing, sharing, or threatening to share intimate images of another person without consent is a criminal offence under the Online Safety Act 2021 (Cth) and the Criminal Law Consolidation Act 1935 (SA).

6.7 Financial Misconduct and Fraud

Initiating fraudulent chargebacks or payment disputes without a genuine basis
Using stolen, fraudulent, or unauthorised payment methods
Extorting a Provider by threatening negative reviews unless a financial benefit is provided
Arranging off-platform payments to circumvent Orygoo's fee structure

6.8 Review Integrity

Submitting a review for a service you did not receive through the Platform
Submitting a review in exchange for payment, discount, or any other benefit
Submitting multiple reviews of the same Provider from different accounts
Using AI-generated tools to write fabricated or synthetic reviews

6.9 Child Safety — ZERO TOLERANCE

Any conduct involving the sexual exploitation, abuse, or endangerment of a child will result in immediate permanent account closure and mandatory referral to SAPOL and the Australian Centre to Counter Child Exploitation (ACCCE).

SECTION 7 — ENFORCEMENT

Tier 1 — Formal Warning: First or minor breach that does not pose a safety risk. Tier 2 — Temporary Suspension (7–30 days): Repeated minor breach or a single moderate breach. Tier 3 — Permanent Suspension: Serious single breach or repeated Tier 2 conduct. Tier ZT — Zero Tolerance: Immediate permanent ban for physical violence, sexual misconduct, or child safety violations.

SECTION 8 — HOW TO REPORT

In-app: press and hold a message and choose Report, tap Report on a review, tap Report this profile at the bottom of a Provider's page, or open the ⋯ menu in a conversation to report or block the other person By email: hello@orygoo.com For urgent safety concerns: contact SAPOL on 131 444 or Emergency Services on 000 first

Orygoo will acknowledge your report within 2 business days and provide a substantive response within 10 business days. The person you report is not told who reported them. You can block someone at any time from the ⋯ menu in your conversation with them; a blocked person cannot message you about that booking.

SECTION 9 — APPEALS

If your account has been suspended or closed and you believe the decision was made in error, you may appeal within 14 days of the enforcement decision by emailing hello@orygoo.com with the subject line: Account Appeal — [Your Account Name]. Orygoo will issue a final decision within 15 business days.

Zero Tolerance decisions (Section 7, Tier ZT) are not eligible for appeal through the internal process.

SECTION 10 — EXTERNAL AUTHORITIES

South Australian Police (SAPOL): 131 444 | Emergency: 000 Equal Opportunity Commission of SA: www.eoc.sa.gov.au | (08) 8207 1977 eSafety Commissioner: www.esafety.gov.au | 1800 686 868 Australian Human Rights Commission: www.humanrights.gov.au | 1300 369 711 ACCC: www.accc.gov.au | 1300 302 502 OAIC: www.oaic.gov.au | 1300 363 992 SA Consumer and Business Services: www.cbs.sa.gov.au | 131 882 ACCCE (child exploitation): www.accce.gov.au | 1300 237 639 1800RESPECT: 1800 737 732 (24/7 domestic and family violence support)

Orygoo Trust & Safety: hello@orygoo.com | www.orygoo.com Community Guidelines Version 1.1 — Effective 26 October 2026