Service Availability and Support Policy

This Policy explains how PlaceLocal approaches platform availability, maintenance, and support. It supplements, and forms part of, the Terms of Service.

PlaceLocal aims to provide reliable, continuous access to the platform. We do not guarantee that the service will be uninterrupted, error-free, or available at all times. Any internal availability target we work towards is an operational goal, not a contractually guaranteed service level, and does not entitle you to a service credit or refund by itself.

We carry out scheduled maintenance from time to time to keep the platform secure and reliable. Where practical, we aim to schedule this during lower-traffic periods and give reasonable advance notice.

Where necessary to protect the security, integrity, or stability of the platform or its data, we may carry out emergency maintenance without advance notice.

Availability can be affected by matters outside PlaceLocal’s direct control, including: third-party hosting providers and APIs we rely on; internet and network failures between you and our infrastructure; your own device, browser, or network configuration; integrations we don’t support; misuse of the platform (by you or a third party); events of force majeure; security incidents; and emergency maintenance under Section 4. We are not responsible for outages or degraded performance caused by these matters, though we will use commercially reasonable efforts to investigate and restore affected services.

These are typical timeframes we work towards, not guaranteed response or resolution times:

“Business hours” means Monday to Friday, excluding Victorian public holidays; support requests are monitored periodically during Australian Eastern time (AEST/AEDT). How long an issue takes to actually resolve depends on its complexity, on any third-party providers involved, and, where relevant, on the security review a fix may need — acknowledgement is not the same as resolution.

We do not provide automatic monetary credits for downtime or degraded availability. Where we think it’s appropriate — for example, following a significant and sustained outage — we may offer a discretionary service credit or other remedy. Offering one in a particular case does not create an entitlement to one in any other case.

This Policy forms part of the Terms of Service and should be read together with the Trust & Safety Policy and the Privacy Policy.

We may update this Policy from time to time. Material changes will be reflected by an updated “last updated” date above.

Nothing in this Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded, restricted, or modified under the Australian Consumer Law or any other applicable law.

Questions about this Policy can be sent to support@placelocal.com.au. PlaceLocal is operated by PlaceLocal, ABN 70 059 145 600, Point Cook, VIC.