Pitch In

Terms of service

Last updated: 25 October 2026

1. About Pitch In

These terms are an agreement between you and Alex Hawken, trading as Pitch In ("Pitch In", "we"). They apply when you use the Pitch In app. By creating an account, you agree to them.

Pitch In is a noticeboard and payment service that helps neighbours arrange small one-off tasks. Posters list tasks and helpers offer to do them.

  • The task is an agreement between the poster and the helper. Pitch In isn't a party to it.
  • Helpers aren't our employees or contractors. They choose which tasks to offer for, and posters choose who to accept.
  • Posters set the price. Any price we suggest is only a suggestion.
  • We don't supervise or direct tasks, and we can't promise how any task turns out.

Pitch In is for one-off small tasks, not regular or ongoing arrangements, or emergencies.

Early Access. Pitch In is in Early Access. It's a new service run by a small team, so features may change, have bugs or be unavailable at times, and we may open or close suburbs as we grow. We'll tell you about important changes in the app. When you first open the app, we ask you to confirm you understand this and the key points of these terms. Nothing about Early Access reduces your rights under the law.

2. Your account

  • You must be 18 or over to have your own account. People aged 13–17 can only use Pitch In through a family account managed by a parent or guardian ("caregiver"). Under-13s can't use Pitch In.
  • Give accurate details, keep your sign-in secure, and have only one account.
  • Adults who take tasks posted for, or involving, under-18s must complete an ID check.
  • You can delete your account at any time in Settings. Open tasks are cancelled under section 4.

Caregivers agree to these terms for the young people they manage, and are responsible for:

  • approving each task before the young person takes it;
  • keeping the caregiver PIN private;
  • making sure each task suits the young person's age and ability.

Young people are paid in person and can't receive in-app payouts. Tasks for under-18s must be between 8am and 6pm, in an allowed category, and can't involve the restricted work listed in section 3.

3. Posting and doing tasks

Posters agree to:

  • describe the task honestly, including any hazards, tools and how long it should take;
  • set a fair price and the proposed time;
  • be present, or have an adult present, when the task is done at a home;
  • not share their exact address until a helper is chosen (the app handles this).

Helpers agree to:

  • only offer for tasks they can do safely and well, with reasonable care and skill;
  • turn up at the agreed time, or let the poster know early if they can't;
  • use the check-in code and the in-app steps on the day;
  • if helping out is part of a business you run, say so using the business setting in your profile.

Not allowed on Pitch In:

  • anything illegal, sexual, or involving drugs, weapons or gambling;
  • tasks needing a licence (such as electrical, gas or plumbing work), working at height or on roofs, demolition, anything that could disturb asbestos, tree-felling, or using chainsaws or hazardous chemicals;
  • childcare, personal care or overnight stays;
  • ongoing or rostered work;
  • tasks that try to move payment or contact off the app to get around these rules.

For tasks involving under-18s: daylight hours only, nothing during school hours on a school day for under-16s, no work alone inside a home with an adult the young person doesn't know unless their caregiver has approved it, and none of the restricted work above.

Safety. Use your judgement, and leave if something feels wrong. Report it in the app. In an emergency, call 111. We don't check people's backgrounds beyond the ID check described in the privacy policy, and ratings are other users' opinions.

4. Payments, cancellations and disputes

Choosing how to pay. For each task, the poster chooses to pay in the app or pay in person. Tasks with under-18 helpers are always paid in person.

In-app payments:

  • The poster pays the all-in total shown before paying: the task price plus our 10% service fee (GST inclusive, if we're registered for GST).
  • Stripe, our payment provider, processes the payment. The money is held until the task is done.
  • The helper receives the full task price. The service fee is our only charge.
  • We put 1% of every in-app payment towards carbon removal through Stripe Climate. This comes out of our share and doesn't change what you pay or receive.
  • The money is released to the helper when the poster confirms the task is done. If the poster doesn't confirm or raise a problem within 72 hours of the helper marking it done, it's released automatically.
  • Payouts go to the helper's bank account through Stripe, on Stripe's timing.
  • Helpers must accept Stripe's Connected Account Agreement to receive payouts.

Pay in person. The poster pays the helper directly, and they sort payment between themselves. We don't handle the money and can't recover it. Both should confirm in the app once it's paid.

Cancellations:

  • Either person can cancel before the task day at no cost. Any held payment is refunded in full, including our fee.
  • If a poster cancels on the day after the helper has arrived, a moderator may pay the helper up to 50% of the task price from the held payment.
  • Repeated late cancellations or no-shows can lead to limits on your account.

Problems and disputes. If a task isn't done as agreed, tap "Something wrong?" before confirming. While a dispute is open, the held payment stays held. A Pitch In moderator will review the photos, chat and task history, and decide to release all or part of the payment, refund it, or close the dispute. We'll explain the decision, and either person can ask us to look again once. This doesn't stop you using your rights under the law, including the Disputes Tribunal.

Chargebacks. If a poster's bank reverses a payment after it's been released, we may recover that amount from the helper's future earnings, unless our dispute review found the task was done as agreed.

5. Content and conduct

  • Be respectful. No harassment, threats, hate speech, sexual content, scams or spam.
  • Keep contact and payment on the app until you're matched. Sharing phone numbers, emails, social handles or links in posts or early messages isn't allowed.
  • You own what you post (task descriptions, photos, reviews). You let us show it in the app and use it to run Pitch In, including for moderation and disputes.
  • Reviews must be honest and about the task. Ratings are shown without the reviewer's name.
  • We check content automatically and may hold it for review, edit out contact details, or remove it.

Reports and complaints. Report a person, task or message in the app, or email support@alexhawken.com. We aim to review urgent safety reports within 24 hours. For complaints about harmful digital communications, we follow the process in the Harmful Digital Communications Act 2015.

Suspension. We may warn, limit, suspend or close an account that breaks these terms or puts others at risk. Where it's safe to, we'll tell you why and let you respond. If we close your account, any held payments are dealt with under section 4, so nobody is left out of pocket for completed work.

6. Responsibility and your rights

  • Your rights under the law come first. Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Helpers must provide their work with reasonable care and skill. We provide the app and payment service with reasonable care and skill.
  • What we're responsible for. We're responsible for running the app and handling in-app payments as described. We're not responsible for the quality or safety of the work itself, or for what posters and helpers do. That's between them, though we'll help through the dispute process.
  • Limits. To the extent the law allows, our total liability to you for a claim about Pitch In is limited to the greater of the service fees you paid us in the 12 months before the claim and NZ$100. This doesn't apply where the law doesn't allow it to be limited, or to losses caused by our fraud or wilful misconduct.
  • Injuries. In New Zealand, ACC generally covers personal injury. Posters' home and contents insurance may cover property damage. Check your own cover.
  • Business users. If you use Pitch In for business purposes, you agree the Consumer Guarantees Act doesn't apply to our service, as the law allows.
  • Tax. Helpers are responsible for their own income tax and GST on what they earn. We report helpers' earnings and tax details to Inland Revenue once a year. After you've been paid for your first task, you'll need to add your tax details (or, for a young person, their parent or guardian will) before offering to help again.

7. Changes and ending the agreement

  • We may update these terms. For important changes, we'll tell you in the app at least 14 days before they apply. If you don't agree, you can delete your account before then without penalty.
  • You can stop using Pitch In and delete your account at any time.

8. General

These terms are governed by New Zealand law, and New Zealand courts and the Disputes Tribunal have jurisdiction.

Contact: Alex Hawken, trading as Pitch In. Email support@alexhawken.com.