Terms of Service
Last updated: 27 October 2026 · Venio Pty Ltd · ABN 59 793 910 553
1. About Venio
Venio is an on-demand device repair marketplace operated by Venio Pty Ltd (ABN 59 793 910 553), based in Sydney, New South Wales, Australia. Venio connects customers who need device repairs with independent technicians who provide those services.
By using the Venio platform - including our website at venio.com.au, any mobile application, or any related service - you agree to these Terms of Service.
2. The Venio Platform
Venio is a marketplace platform. We connect customers with independent repair technicians. Venio is not itself a repair service. Technicians on the Venio platform are independent contractors, not employees of Venio.
Venio is responsible for the platform, payment processing, and dispute resolution. Individual technicians are responsible for the quality of their repair work.
3. Eligibility
You must be at least 18 years old to use the Venio platform. By using Venio you confirm that you are 18 or older and legally capable of entering into a binding contract under Australian law.
4. Bookings
When you submit a booking on Venio, your payment method is authorised for the repair price and we issue you a booking reference by email and SMS - this is your booking confirmation. Venio then arranges for a technician to carry out the repair and will notify you once one is confirmed for your job.
You agree to be present at the specified location at the agreed time. If you are not present, the technician may cancel the job and you may be charged a cancellation fee. If your technician needs to cancel or reschedule, we will notify you as soon as possible and help arrange a new time at no extra cost to you.
5. Pricing and Payment
All prices displayed on the Venio platform are in Australian Dollars (AUD) and include GST where applicable.
Payment is processed securely via Stripe. When you book, your card is pre-authorised for the repair price - this reserves the funds and confirms your card can pay, but your card is not charged yet. This authorisation is held by Stripe and is not accessible to Venio or the technician until you confirm the repair is complete, at which point your card is actually charged. If a repair is not completed, the authorisation is simply released and your card is never charged.
Card authorisations are only valid for a limited period set by your card provider (commonly up to seven days). If a repair is delayed beyond that window, we may need to re-authorise your card before the charge can be completed.
Venio charges a platform service fee of 12.5% on each transaction. This is included in the price shown to customers - there are no additional charges.
6. Cancellations and Refunds
You may cancel a booking at no charge if cancelled more than 1 hour before the scheduled arrival time. Cancellations made less than 1 hour before may incur a cancellation fee of up to $59.
If a repair cannot be completed, you will not be charged. If you are unsatisfied with a repair, please contact Venio support within 48 hours of the repair and we will work to resolve the issue.
7. Warranty
All repairs completed through the Venio platform include a 6-month workmanship warranty. This warranty covers the specific repair performed. If the same fault returns within 6 months, the technician will return to fix it at no charge.
Terms and conditions apply. The warranty does not cover water damage (whether occurring before or after the repair), pre-existing damage or faults not related to the repair performed, new physical damage, software issues unrelated to the repair, or faults caused by misuse.
To make a warranty claim, log in to your Venio account and submit a claim within the 6-month warranty period.
This workmanship warranty is in addition to, and does not replace or limit, any rights and guarantees you have under the Australian Consumer Law that cannot lawfully be excluded.
8. Technician Terms
Technicians on the Venio platform are independent contractors. By joining as a technician you agree that you are operating as a sole trader or business entity, responsible for your own tax obligations, insurance, and compliance with Australian law.
Technicians must maintain the quality standards set by Venio. Venio reserves the right to suspend or remove any technician from the platform for valid operational reasons, including poor ratings, warranty claims, or breach of these terms. Technicians who believe a deactivation decision is unfair may raise a dispute through Venio's internal complaints process or contact the Fair Work Commission.
Technicians receive 87.5% of the job value for each completed repair. The remaining 12.5% is retained by Venio as a platform fee. Payouts are processed according to Venio's payout schedule, as advised to technicians separately.
Venio acknowledges its obligations under applicable Australian gig economy legislation including the Fair Work Legislation Amendment (Closing Loopholes) Act 2024. Technicians who believe they may have additional rights as employee-like workers under that Act are encouraged to seek independent legal advice or contact the Fair Work Commission.
9. Reviews and Ratings
After a completed booking, you may be invited to leave a star rating and a written review of your repair experience. Reviews must relate to an actual completed booking - only the customer on that booking may review it, and only one review per booking is permitted.
Your rating contributes to the technician's average rating. We do not currently publish individual written reviews, though this may change in future with notice. Reviews are not anonymous to Venio - they are linked to your account.
Venio may remove or decline to publish a review that is fake, fraudulent, abusive, discriminatory, irrelevant to the repair experience, submitted in breach of these Terms, or that we reasonably believe reflects a conflict of interest or attempted rating manipulation. We do not remove a review merely because it is negative. If you believe a review about you has been wrongly moderated, you may raise it with us at legal@venio.com.au.
Reviews you have submitted may be retained after your account is closed, for as long as reasonably necessary for record-keeping, dispute resolution or legal purposes.
10. Liability
Venio is not liable for the quality of repair work performed by technicians. Our liability is limited to the amount paid for the specific repair in question.
Venio is not liable for any data loss, software issues, or secondary damage arising from a repair. We recommend backing up your device before any repair.
Nothing in these Terms excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term or condition, implied or imposed by the Australian Consumer Law that cannot lawfully be excluded or limited. To the extent permitted by law, our liability for a failure to comply with a consumer guarantee is limited to re-supplying the services or paying the cost of having the services re-supplied.
11. Intellectual Property
All content on the Venio platform including the Venio name, logo, branding, website design, and software is the intellectual property of Venio Pty Ltd and may not be copied, reproduced, or used without written permission.
12. Privacy
Your use of the Venio platform is also governed by our Privacy Policy, which is incorporated into these Terms by reference. Please read our Privacy Policy carefully.
13. Governing Law
These Terms are governed by the laws of New South Wales, Australia. Any disputes arising from these Terms will be subject to the exclusive jurisdiction of the courts of New South Wales.
14. Contact
If you have any questions about these Terms, please contact us at:
Have questions about our terms?
Contact Us