Terms of Service

1. Acceptance of Terms

By accessing and using HELB ("the Platform"), you accept and agree to be bound by the terms and provision of this agreement. If you do not agree to abide by the above, please do not use this service.

2. Description of Service

HELB is a platform that connects shoppers with travellers to facilitate the purchase and delivery of products from overseas. We provide a marketplace where users can request products and travellers can offer to deliver them.

3. User Accounts

To use our service, you must:

• Provide accurate and complete information
• Maintain the security of your account
• Be responsible for all activities under your account

4. User Responsibilities

For Shoppers:

• Provide accurate product descriptions and requirements
• Make payments through our secure escrow system
• Communicate clearly with travellers
• Meet travellers at agreed locations and times

For Travellers:

• Verify your travel dates and destinations accurately
• Purchase products as agreed with shoppers
• Provide proof of purchase and receipts
• Deliver products safely and on time

5. Payment and Fees

Shoppers pay after a traveller accepts their request, or when they order a traveller's listing. HELB holds the payment until both parties mark the request complete, then pays the traveller by PayNow. All payments are processed through our secure escrow system.

• Shoppers pay a platform fee of 3%. On a fixed-price request it is included in the price the shopper sets; on a Top Up request or a listing order it is added on top. The platform fee on a shopper's first order is waived.
• Travellers pay a service fee of $2 per transaction, deducted from their payout.
• If a request is cancelled after off-platform contact has been detected in its chat, a $2 service fee may be deducted from the shopper's refund or the traveller's payout. Genuine cancellations, such as an item being out of stock, are not affected.

If a request is cancelled after the shopper has paid, including when a traveller cancels or cannot deliver, the shopper receives a full refund of the amount paid within 1–2 working days, less any fee above that applies. Other disputes are handled through our dispute resolution process.

6. Prohibited Activities

You may not use our platform to:

• Request or deliver illegal items
• Engage in fraudulent activities
• Violate any applicable laws or regulations
• Infringe on intellectual property rights
• Harass or abuse other users
• Attempt to circumvent our payment system

7. Dispute Resolution

In case of disputes between shoppers and travellers, HELB will:

• Review all available evidence and communications
• Make a fair decision based on our policies
• Process refunds or payments accordingly
• Provide support throughout the process

8. Limitation of Liability

HELB acts as an intermediary platform. We are not responsible for the quality, authenticity, or delivery of products. Users engage with each other at their own risk, and HELB's liability is limited to the service fees collected.

9. Privacy Policy

Your privacy is important to us. Please review our Privacy Policy, which also governs your use of the Platform, to understand our practices.

10. Changes to Terms

We reserve the right to modify these terms at any time. We will notify users of significant changes via email or through the Platform. Continued use of the service after changes constitutes acceptance of the new terms.

11. Contact Information

If you have any questions about these Terms of Service, please contact us at: