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Terms of service

Last updated: 29 May 2026

1. About these Terms

These Terms of Service (the Terms) govern your use of the Hangrr website at hangrr.com.au, the Hangrr web and mobile applications, and any related services we provide (together, the Platform). The Platform is operated by Hangrr Pty Ltd (ABN 99 300 697 660) (Hangrr, we, our, us), a company incorporated in Australia.

By creating an account, posting a request for a flight, placing a bid, or otherwise using the Platform, you agree to be bound by these Terms. If you are using the Platform on behalf of an organisation, you confirm that you have authority to bind that organisation to these Terms, and references to "you" include both you personally and the organisation you represent.

These Terms apply alongside our Privacy Policy and any additional terms presented when you use a specific feature of the Platform.

2. What Hangrr is, and what we are not

Hangrr operates a two-sided marketplace that connects people who need to fly (Customers) with Australian aviation operators who hold the relevant Civil Aviation Safety Authority (CASA) approvals to perform the work (Operators).

Hangrr is not an air carrier. We do not operate aircraft, employ pilots, hold any Air Operator's Certificate, or sell flights as a principal. Where a Customer accepts an Operator's bid on the Platform, the contract for the flight is formed directly between that Customer and that Operator. Hangrr is not a party to that contract.

Hangrr's role is limited to:

  • Providing the website, mobile application and payment infrastructure that lets Customers and Operators find each other and transact;
  • Holding Customer payments in escrow until the relevant flight is complete;
  • Performing baseline checks on Operators before they may bid (see Section 7); and
  • Charging fees for the use of the Platform (see Section 10).

Beyond those functions, every aspect of how a flight is planned, operated and delivered, including safety, airworthiness, weather decisions, crewing, baggage handling, scheduling, and conduct on the ground or in the air, is the sole responsibility of the Operator.

3. Eligibility

To use the Platform you must be at least 18 years old, have the legal capacity to enter into a binding contract, and use the Platform only for lawful purposes. If you are using the Platform on behalf of an organisation, that organisation must be validly formed and in good standing.

You agree to provide accurate, current and complete information when registering and to keep that information up to date.

4. Accounts and access

You are responsible for safeguarding your account credentials and for any activity that occurs through your account. You must notify us promptly at support@hangrr.com.au if you suspect unauthorised access.

We may suspend, restrict or terminate access to your account at any time if we reasonably believe you have breached these Terms, used the Platform in a way that may harm Hangrr or any other user, or where required by law.

5. Customer terms

When you use the Platform as a Customer, you agree:

  • To provide accurate trip information when posting a request, including passenger numbers, baggage, special requirements, and any dangerous goods or unusual cargo;
  • That an Operator may rely on the information in your request when preparing a bid, and that material misrepresentation may entitle the Operator to refuse the booking or vary the price;
  • To follow the Operator's pre-flight instructions, including arrival time, identification, safety briefings, and any limits on baggage, footwear, alcohol or personal conduct;
  • That the pilot in command has absolute authority on safety matters and may refuse, delay, divert or terminate the flight in their professional judgement, including for weather, technical issues, passenger conduct or regulatory reasons;
  • To behave respectfully toward Operators, crew, ground staff and other passengers; and
  • Not to circumvent the Platform by contacting Operators off-platform to avoid Hangrr's fees (see Section 14).

6. Operator terms

When you use the Platform as an Operator, you represent and warrant that, at all times you list services or perform jobs on the Platform:

  • You hold a current and valid CASA Air Operator's Certificate (or other CASA approval) appropriate to the work you are bidding on;
  • You hold current passenger liability insurance and hull insurance (or equivalent cover appropriate to the work) at coverage levels reasonable for commercial aviation operations in Australia;
  • You will perform every accepted job strictly in accordance with CASA regulations, the conditions of your AOC, your own operations manual and applicable laws;
  • The aircraft you bid will fly the job is airworthy and properly maintained;
  • The pilot in command is appropriately rated, current, and fit to fly;
  • Every bid you place is a binding offer at the stated price for the stated work, and you will honour accepted bids;
  • Your representations of fleet, credentials, ratings, reviews and capability on the Platform are accurate and current;
  • You will respond to Customer messages on the Platform in a timely manner;
  • The pilot in command has absolute authority on safety, and you will not pressure crews to fly outside their judgement of safety; and
  • You will notify Hangrr promptly if your CASA approvals lapse, are restricted, or are suspended.

7. Verification of operators

Before an Operator may bid on the Platform, Hangrr performs baseline checks that include verifying CASA AOC status against the public CASA register, reviewing insurance documentation provided by the Operator, and manually approving the Operator's onboarding submission.

These checks are limited in scope. Hangrr is not a regulator, an aviation safety auditor, an insurance assessor, or an air-charter broker. Verification does not constitute a warranty or endorsement of any Operator, any specific aircraft, any specific pilot, or any specific flight. Hangrr does not investigate Operators' operational practices, maintenance records, pilot competency, or safety culture beyond the baseline checks described above.

Customers should make their own enquiries about an Operator's suitability for their trip and should not rely on Hangrr's verification as a substitute for that enquiry.

8. Bids and contract formation

An Operator's bid is an offer to perform the requested work at the stated price on the stated terms (including any cancellation policy the Operator has set out in the bid). Acceptance of a bid by a Customer, together with payment to escrow, forms a binding contract for the flight between that Customer and that Operator.

That contract is between Customer and Operator only. Hangrr is not a party to it, does not guarantee performance of it, and has no liability under it.

9. Escrow and payments

At the time you accept a bid, Hangrr (via our payment processor) collects the agreed amount from your nominated payment method and holds it in escrow. Funds are not paid to the Operator at the time of acceptance.

After the Operator marks the job complete in the Platform, the funds are released to the Operator either:

  • When you confirm completion in the Platform; or
  • Automatically 48 hours after the Operator's completion confirmation, if you have not raised a dispute by then.

If you raise a dispute within the 48-hour window, release is paused while Hangrr reviews the matter (see Section 11). If your payment fails, is reversed, or is charged back, the bid acceptance may be cancelled and the booking voided. You remain liable for any amounts properly owed.

10. Fees

Hangrr charges two fees in connection with bookings made through the Platform: a platform commission deducted from the Operator's accepted bid at the time of transfer, and a Customer service fee added to the Operator's bid amount at checkout. Both fees are itemised in the bid breakdown shown to the Customer before acceptance.

Current fee rates are published on Hangrr's pricing page. We may change our fee rates at any time with reasonable notice. The fee rates in effect at the time you accept a bid apply to that booking.

Operators are responsible for their own GST, income tax and other tax obligations on the amounts they receive. Hangrr's fees are GST-inclusive where GST applies, and Hangrr will issue tax invoices for our fees where required.

11. Cancellations and refunds

Cancellation rights and fees vary by booking:

  • Customer cancellation: the cancellation policy set by the Operator in the accepted bid applies. Refunds (if any) are released from escrow in accordance with that policy. Hangrr's Customer service fee may be non-refundable, as disclosed at checkout.
  • Operator cancellation: if the Operator cancels for any reason other than safety, weather or force majeure, the Customer is entitled to a full refund from escrow or to rebook at no additional cost.
  • Weather, safety or force-majeure cancellations: if the pilot in command or Operator cancels for safety, weather or another reason outside the Operator's control, the Customer is entitled to a full refund from escrow or to rebook at no additional cost. Decisions on whether to fly in marginal conditions rest with the pilot in command and are not subject to override by the Customer or Hangrr.
  • Disputes: if you reasonably believe a flight was not performed as agreed, contact support@hangrr.com.au within 48 hours of the Operator's completion confirmation. Hangrr will review the available information and decide whether to release, refund or partially refund the escrowed amount. Hangrr's decision is made in good faith based on the information available and is not a determination of legal liability between Customer and Operator.

12. Reviews and ratings

Customers may leave reviews of Operators only after a flight has been completed (or cancelled by the Operator). Reviews must be honest and reflect the Customer's actual experience.

Hangrr may remove or moderate reviews that are clearly defamatory, fraudulent, off-topic, contain personal information of third parties, or appear to violate the law. Hangrr does not edit reviews to favour or disadvantage any party.

13. Intellectual property

Hangrr owns or licenses all intellectual property in the Platform, including its software, design, brand and content (other than user-submitted content). You may not copy, reverse-engineer or create derivative works of the Platform except as permitted by law.

You retain ownership of the content you submit to the Platform (requests, bids, messages, reviews, profile information). You grant Hangrr a worldwide, royalty-free, non-exclusive licence to host, display, reproduce and distribute that content as needed to operate the Platform.

14. Acceptable use

You agree not to:

  • Use the Platform to make false or misleading requests or bids;
  • Impersonate any person or organisation;
  • Contact Operators or Customers off-platform to circumvent Hangrr's fees on bookings discovered through the Platform;
  • Scrape, harvest or otherwise extract Platform data by automated means without our prior written permission;
  • Interfere with the Platform's security, availability or integrity;
  • Use the Platform to harass, defame or threaten any other user; or
  • Use the Platform for any purpose that breaches a law, regulation or third-party right.

We may suspend or remove content, accounts or listings that breach these standards.

15. Disclaimers

To the maximum extent permitted by law, the Platform is provided on an "as is" and "as available" basis. Hangrr does not warrant that:

  • The Platform will be uninterrupted, error-free or secure;
  • Any Operator will be available, will bid on any request, will perform any specific flight, or will perform a flight to any particular standard;
  • Any bid, price, fleet representation or other Operator-supplied content is accurate; or
  • The Platform is suitable for any particular purpose.

Flight safety, aircraft airworthiness, regulatory compliance, crewing decisions, weather decisions, and the actual performance of flights are entirely the responsibility of the Operator. Hangrr makes no representation, warranty or guarantee about any of those matters.

16. Limitation of liability

To the maximum extent permitted by law:

  • Hangrr's aggregate liability to you under or in connection with these Terms or your use of the Platform is limited to the fees paid by you to Hangrr in the 12 months preceding the event giving rise to the claim;
  • Hangrr is not liable for any indirect, consequential, special, incidental or punitive damages, or for loss of profits, revenue, goodwill, data, opportunity or anticipated savings, whether arising in contract, tort (including negligence), statute or otherwise; and
  • Hangrr is expressly not liable for personal injury, death, property damage, baggage loss or damage, flight delays, flight cancellations, missed connections, or any other loss arising from the actual performance or non-performance of any flight. Those matters are between the Customer and the Operator and are covered (to the extent applicable) by the Operator's insurance.

Nothing in this Section excludes any liability that cannot be excluded under applicable law.

17. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any rights you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or other consumer-protection rights that cannot lawfully be excluded.

To the extent that Hangrr is permitted by law to limit the remedies available for a breach of a non-excludable consumer guarantee, Hangrr's liability for that breach is limited (at Hangrr's option) to:

  • Re-supplying the service; or
  • Paying the cost of having the service re-supplied.

18. Indemnification

You agree to indemnify Hangrr and hold us harmless from and against any claims, losses, damages, liabilities, costs and expenses (including reasonable legal costs) arising from or in connection with:

  • Your breach of these Terms;
  • Your conduct on or use of the Platform;
  • Any content you submit to the Platform; and
  • (For Operators) your performance, non-performance, defective performance or alleged negligence in respect of any flight booked through the Platform, including any claim by a Customer, passenger, third party or regulator arising from that flight.

This indemnity is in addition to, and not in substitution for, any insurance the Operator is required to carry.

19. Termination and suspension

We may suspend or terminate your access to the Platform at any time, with or without notice, if we reasonably believe you have breached these Terms, presented a risk to other users, or where required by law.

You may close your account at any time by contacting support@hangrr.com.au. Closure does not affect any rights or obligations that accrued before closure (including outstanding payments, accepted bookings, indemnities and liability limits), and those provisions of these Terms that should reasonably survive termination will continue to apply.

20. Changes to these Terms

We may update these Terms from time to time to reflect changes in our service, the law, or our business. The current version is always published at /legal/terms. Where a change is material, we will notify you by email to the address registered to your account, and the changes will take effect on the date stated in that notice (no less than 14 days after the notice, unless legally required to be sooner). Your continued use of the Platform after the effective date is deemed acceptance of the updated Terms.

21. Governing law, jurisdiction and notices

These Terms are governed by the laws of New South Wales, Australia. You and Hangrr each submit to the exclusive jurisdiction of the courts of New South Wales and of the Federal Court of Australia in New South Wales.

For notices to Hangrr:

Hangrr Pty Ltd (ABN 99 300 697 660) is the contracting entity for these Terms.