Terms of Service

1. About these terms

These terms apply when you use any service provided by Accident Hub (“we”, “us”, “our”). By engaging us — by phone, by web form, or by signing a written engagement — you accept these terms.

The detailed scope, fees, and duties specific to your matter are set out in a separate engagement letteryou receive before any substantive work begins. That engagement letter and these terms are read together; the engagement letter takes priority if there’s any conflict on a specific point.

2. What the service is

Accident Hub is a NSW motor-accident coordination and claim-management service. We operate only in New South Wales. One phone call to us covers the post-crash process end to end, including:

• Car— arranging tow, smash repair, replacement vehicle, and write-off valuation.
• Medical— booking GPs, specialists, and allied health with practitioners experienced in motor-accident injuries, and chasing pre-approvals with the insurer.
• Compensation claim handling— lodging your compensation claim inside the 28-day window, liaising with the CTP insurer throughout, pursuing statutory benefits (income and medical, up to 52 weeks), and, where eligible, running a damages claim under the Motor Accident Injuries Act 2017 (NSW) through to settlement. Legal representation on the compensation claim is included in this service.

What we are not

To be clear about scope, Accident Hub is:

• Not a law firm in its own right.Legal representation on your compensation claim is delivered by a qualified NSW legal practitioner who works on your file as part of the service. We do not trade under a solicitor’s practising certificate and we do not deliver standalone legal services outside the compensation-claim context.
• Not a medical clinic. We book treatment with independent doctors and allied-health professionals; they deliver the clinical care.
• Not an insurer.We deal with insurers on your behalf as part of the compensation claim; we don’t underwrite policies or pay claim benefits ourselves.
• Not a tow company or smash repairer.We dispatch qualified operators and book your car with a proper body shop; we don’t own the trucks or paint panels ourselves.

3. Fees

Our fee structure is set out in full in your engagement letter, which you receive before any work begins. Key points:

• No upfront fees. We do not charge you to pick up the phone, arrange a tow, or lodge your claim.
• Fees for claim management and compensation work are described in the engagement letter and agreed in writing before we start.
• Third-party costs (repair, medical, interpreter) are charged by those providers and, where CTP covers them, are paid by the insurer rather than by you.
• We explain any fee change in writing and never charge surprise costs.

4. Your obligations

For the service to work, we need honest cooperation from you. You agree to:

• Tell us the truth about what happened in the accident, your injuries, your health history, and your insurance cover.
• Provide documents we need (licence, rego, medical records, insurer correspondence) promptly.
• Attend appointments we’ve booked for you — GP visits, specialist assessments, medico-legal examinations, and treatment sessions — or let us know in advance if you can’t.
• Keep us informed if your circumstances change — new symptoms, new treatment, change of address, return to work, or any correspondence you receive from the insurer or regulator.

We can only be as effective as the information we’re working with. If you withhold something material or don’t attend required appointments, your claim can be compromised, and we may need to stop working on your file.

5. Our obligations

When you engage us, we commit to:

• Deliver the service with reasonable care, skill, and diligence, in line with normal industry standards.
• Respond to your calls and messages promptly. When you leave details through the website, you get a callback inside 15 minutes during staffed hours.
• Communicate in plain English (or your preferred language where available) — every insurer letter explained, every decision point understood.
• Keep your information confidential (see section 7) and handle it in line with our Privacy Policy.
• Act in your best interests at every step of the claim.

6. Liability

We take responsibility for the work we do. In line with standard professional-services practice, our total liability to you for any claim arising from our service is limited to the fees paid by you (or paid on your behalf from your claim) for the specific matter that gave rise to the claim.

Nothing in these terms limits or excludes any liability that cannot be limited or excluded under Australian Consumer Law. Under Australian Consumer Law, services must be provided with due care and skill, and fit for purpose — those guarantees apply regardless of this clause.

We are not liable for outcomes that are outside our control — for example, the insurer’s decision on a threshold classification, or a treating doctor’s clinical judgment — except to the extent caused by our own negligence or breach.

7. Confidentiality

Everything you tell us about your accident, your injuries, and your personal circumstances is confidential. We only share information with third parties where it’s needed to deliver the service (see the Privacy Policy for the full list) or where the law requires it.

Team members are bound by confidentiality obligations in their employment contracts. Providers we engage to deliver your service are bound by contractual confidentiality and data-security obligations.

8. Termination

You can end our engagement at any time, in writing, by emailing help@accidenthub.com.au. We’ll acknowledge it within one business day, transfer your file as you direct, and provide a final statement.

We can end the engagement if you stop cooperating, don’t attend required appointments, provide false information, or if continuing would be unethical or impossible. We’ll give you written reasons and a reasonable period to arrange alternative representation before stepping away.

Fees for work completed up to the termination date remain payable in line with the engagement letter.

9. Complaints and dispute resolution

If something’s wrong, tell us. The fastest way is to read the Complaints page, which lists the steps and response times. In short:

1. Raise it with us first — email complaints@accidenthub.com.au.
2. If you’re not satisfied with our response, you can escalate to the appropriate external body — the Australian Financial Complaints Authority (AFCA) for financial-service conduct, or SIRA for CTP-related issues.

10. Governing law

These terms are governed by the laws of New South Wales, Australia. Any dispute that can’t be resolved informally or through AFCA/SIRA is subject to the exclusive jurisdiction of the courts of New South Wales.

11. Changes to these terms

When we update these terms, the “Last updated” date at the top of the page changes. Material changes to an active engagement are notified in writing before they take effect.

12. Contact

For questions about these terms:

• Email: help@accidenthub.com.au
• Phone: 1800 224 482
• Legal name: Accident Hub, NSW, Australia.