Last Updated: September 1, 2025

These terms of service (“Terms”) govern your use of our Delivery Protection (the “Service”). “We,” “us,” “our,” or “Hideaway” means Platinum Investment Group Pty LTD T/A Hideaway, ABN 64 161 744 903, 104 & 105, 237 Scottsdale Drive, Robina QLD 4226. “You” or “your” means the person accepting these Terms or using the Service.

1. Acceptance of Terms

By using the Service, you agree to be bound by these Terms. If you do not agree, you may not use the Service. We may update or change these Terms at any time, and your continued use of the Service constitutes acceptance of those changes.

2. Eligibility

You must be at least 18 years old and capable of entering into a legally binding agreement to use the Service. By using the Service, you represent and warrant that you meet these eligibility requirements.

3. Service Description

The Service provides coverage for lost, stolen, or damaged packages that occur during delivery, subject to these Terms and any additional conditions published by Hideaway. We reserve the right to modify, suspend, or discontinue the Service at any time.

4. Coverage

The Service covers the following events that occur during delivery of your order:

- Loss of the package in transit
- Theft of the package after confirmed delivery
- Damage to the package or its contents during transit

Coverage is limited to the original purchase price of the item(s) as shown on the purchase receipt, subject to any limits or exclusions in these Terms.

5. Exclusions

The Service does not cover:

- Orders shipped to an incorrect or incomplete address provided by you
- Packages where delivery confirmation has not been provided by the carrier
- Delays in delivery or failure to deliver by the estimated delivery date
- Damage due to improper packaging by the manufacturer or supplier
- Loss, theft, or damage occurring after delivery to a third-party address or forwarding service
- Fraudulent claims or misrepresentation

6. Disclaimers

The Service is provided “as is” without warranties of any kind, either express or implied. Hideaway expressly disclaims all warranties, including but not limited to merchantability, fitness for a particular purpose, and non-infringement.

7. Limitation of Liability

To the fullest extent permitted by law, under no circumstances will Hideaway, its directors, officers, employees, or affiliates (the “Hideaway Parties”) be liable for any indirect, incidental, consequential, special, or exemplary damages arising from or related to your use of the Service.

In all cases, the maximum liability of the Hideaway Parties shall not exceed the amount paid for the covered order.

8. Claims Process

To submit a claim, you must notify Hideaway within 7 days of the reported loss, theft, or damage. Claims must be sent to hello@hideaway.online and include:

- Your order number and contact details
- Proof of purchase (receipt or invoice)
- A description of the issue and supporting evidence (e.g. photos of damage, carrier tracking information)

Hideaway reserves the right to request additional documentation to process the claim. False or fraudulent claims may result in denial of coverage.

9. Communications

By using the Service, you agree that Hideaway may send you notices and other communications electronically via email, website postings, or other reasonable means. You consent to receive these communications and acknowledge that they satisfy any legal requirement that such communications be in writing.

10. Governing Law & Dispute Resolution

These Terms are governed by the laws of Queensland, Australia. Any dispute or claim arising out of or relating to the Service will first be addressed through good-faith negotiations. If not resolved, disputes may be referred to mediation or arbitration in Queensland, unless otherwise required by law.

11. Notices

All legal notices under these Terms must be sent in writing to:

Platinum Investment Group Pty LTD
T/A Hideaway
ABN 64 161 744 903
104 & 105, 237 Scottsdale Drive, Robina QLD 4226

or by email to hello@hideaway.online.

12. Entire Agreement

These Terms constitute the entire agreement between you and Hideaway regarding the Worry-Free Delivery Service and supersede any prior or contemporaneous understandings, whether written or oral.

13. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

14. Waiver

Our failure to enforce any right or provision of these Terms will not be deemed a waiver of such right or provision.

15. Assignment

You may not assign or transfer these Terms without prior written consent from Hideaway. We may assign or transfer our rights and obligations under these Terms without restriction.

16. Force Majeure

Hideaway will not be liable or responsible for any failure or delay caused by circumstances beyond our reasonable control, including but not limited to natural disasters, strikes, accidents, or interruptions of internet or telecommunications services.

17. Contact Information

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

hello@hideaway.online
Platinum Investment Group Pty LTD T/A Hideaway
104 & 105, 237 Scottsdale Drive, Robina QLD 4226