The five promises. The verifications. The numbers we publish.

The five promises

1. 1

   Award rate is the floor — every shift, no exceptions.

   We're a marketplace; the law doesn't require us to enforce the award. We do anyway. Cafés can't post below the Restaurant Industry Award (MA000119) casual rate. Workers know their next iHospo shift pays at least award. No race to the bottom.

2. 2

   We hold the wage in trust until you approve the timesheet.

   When a worker is locked in, we charge the café (wage + $10 fee) and hold the wage in our trust account. It releases to the worker via NPP PayID the moment you approve their hours. Cafés can't stiff workers. We can't dip into wages.

3. 3

   Worker pays nothing — ever.

   No sign-up fee. No membership. No deduction from pay. Supp charges workers a monthly membership; we don't. The café pays $10 per match (or $99/$299 monthly) — that's the entire iHospo revenue model.

4. 4

   Cancellation pay if a venue cancels late.

   If a confirmed shift is cancelled inside the notice window, the worker is paid a minimum 3-hour engagement fee — the café still owes it. Every other gig platform makes the worker absorb the loss. We flipped it.

5. 5

   Real humans on disputes within 1 business day.

   Either side can raise a dispute. The wage stays in trust until resolved. A named iHospo team member reviews within 1 business day. We publish quarterly resolution stats — disputes opened, upheld, median time, both sides.

How we handle the things nobody likes to publish

Worker no-show

If a booked worker doesn't arrive within 15 minutes of start, we open the shift back to the standby pool and notify you. The no-show worker doesn't get paid; their reliability score takes a hit. Three no-shows in 90 days triggers an account review.

Venue dispute

Either side can raise a dispute from the shift detail page. Wage stays in trust. Both sides upload evidence. A named iHospo team member reviews within 1 business day. Resolutions are documented; quarterly stats published (raised / upheld / median time).

Reliability policy

We don't ban on three strikes. Genuine emergencies (illness with evidence, family bereavement, transport failure) don't count. Pattern of unexplained no-shows triggers a documented review with a right to appeal. We publish overturn rates quarterly.

Data and PII

Worker bank account details encrypted at rest with AES-256, displayed masked, never logged. KYC documents stored encrypted, deleted after verification (we keep the verification result, not the document). PII access is audit-logged. We comply with the Privacy Act 1988 and the Notifiable Data Breach scheme — 30-day notification if anything leaks.

Worker classification

Workers operate as independent contractors under their own ABN. iHospo is not the legal employer. Cafés engage workers directly via the platform; we are the matching + paymaster service. Workers handle their own super and PAYG tax. ABN is required before the first paid shift — without one, the ATO requires us to withhold 46.5% under the no-ABN rule, which we won't do to a worker. ABN registration is free, takes about 5 minutes at abr.business.gov.au, and the worker keeps it for life.

Auto-match limit per business (sham-contracting protection)

Under the Fair Work Closing Loopholes Act 2024 (s.66B), a worker who is auto-matched to the same business too regularly can be deemed a casual employee — which would back-charge super, leave, and PAYG to iHospo as paymaster. To protect both sides, we cap auto-matching to the same ABN at 2 shifts in any rolling 7 days per worker. Beyond that, the application stays pending and the venue can still confirm manually — venue choice is the venue's risk to manage. The cap is anchored to the ABN (not the trading location), so two cafés under the same parent business count together.

Published SLA

Targets, not aspirations. We measure quarterly and publish hits + misses on this page.