Secure Customer Room Terms
These terms explain how the secure customer room works for request progress, messages, photo uploads, quote questions, one-tap actions and review or continue actions.
Last updated: 26 June 2026
1. What the customer room is for
The customer room is a secure request page that helps you check progress, add photos of the problem, ask about a quote, review a quote or continue with the next step. It is designed to keep your quote, photos, replies and progress together so you do not need to repeat the same information by SMS or phone.
The room may show a personal greeting, request reference, latest update, recommended action, recommended next step, secure status wording and action cards. These are customer-service aids only and do not replace the final quote, invoice, booking confirmation, receipt or written service terms that apply to the job.
2. Secure access
A secure request link or private link by itself may not be enough to view request details. We may require a matching request contact and a one-time code before showing the customer room. You must not share private links, one-time codes, passwords, banking codes or device passcodes with anyone who is not authorised to act for the request.
One-time codes may be sent to the request email where email delivery is available. If you cannot access the code, use the available help path so we can check the safest next step. A phone number, email address or request reference alone may not be enough to open the full room.
If you open the room on a shared device, you should close the browser tab when finished and avoid saving codes or private links where others can access them.
3. What happens when you use an action card
- Check status: shows the latest progress we can safely display. Status information may be updated, corrected or supplemented as the request is reviewed.
- Add photos of the problem: sends photos or files through the existing upload path and keeps the request reference attached. Uploading files does not guarantee a quote, booking, diagnosis, repair outcome or response time.
- Ask about a quote: sends your question through the existing customer message path for review by a real person.
- Review quote / continue: takes you to the existing quote or continuation path. Payment only happens on the official payment page if you choose to proceed.
Recommended cards, latest-update labels and one-tap prompts are guidance based on available request information. They are not a guarantee that a service, booking, quote, payment, refund, warranty outcome or appointment is available.
4. No automatic payment, booking, quote approval, cancellation or deletion
Opening the customer room, receiving a secure link, viewing a latest update, checking status, adding photos or asking a quote question does not by itself start payment, create a confirmed booking, approve a quote, cancel a request or delete request records. Those steps require the relevant confirmation, payment, message or review process.
Cancellation, change, removal and deletion requests may need review. We may keep records where reasonably required for service history, safety, dispute handling, accounting, fraud prevention, warranty, legal or compliance reasons.
5. Messages, photos and records
Messages, photos, files, status checks, quote questions, access checks, one-time-code events, link activity, timestamps and related request records may be stored and used to respond to your request, provide service, improve safety, prevent misuse, manage disputes and meet legal or accounting obligations.
Please only upload content relevant to the request. Do not upload passwords, banking codes, identity documents, private health information, intimate images, images of other people without permission, illegal content or other unnecessary sensitive information unless we specifically ask for it and it is necessary for the service.
We may reject, remove, hide, quarantine, resize, compress, rename, convert or remove metadata from unsafe, irrelevant or unsupported uploads.
6. SMS, email and notifications
The customer room is intended to be the main place for ordinary request communication. SMS or email may be used as an alert, delivery or recovery channel, but the full conversation, photos, quote questions and progress should stay in the verified customer room where possible.
An SMS or email alert may be delayed, missed, filtered, forwarded or seen by someone with access to your device or inbox. Do not rely on SMS or email alone for private request details.
7. Human help, urgency and limits
The customer room is the preferred place for ordinary progress, quote and photo follow-up. If you are urgent, stuck or unable to use the customer room, you can ask for human help through the available help or message path.
The customer room is not an emergency service. If there is immediate danger, suspected crime, urgent financial loss, family violence, child safety, image-based abuse, cybercrime or urgent account compromise, contact the appropriate emergency, bank, platform, police, government or specialist service directly.
8. Related terms
These terms should be read with the Terms and Conditions, Service Terms, Privacy Policy, Payment and Warranty Terms, Electronic Consent Policy, Media Upload Policy and Customer Room, My Help Dashboard and Resolution Centre Terms.