1. Who we are and when these terms apply
Hasalam is operated by Youssef Hossam Eldin Abdelmonem Elwakil, trading as Hasalam, ABN 25 474 046 044, based in Victoria, Australia. In these terms, ‘Hasalam’, ‘we’, ‘us’ and ‘our’ refer to that operator. You can contact us at admin@hasalam.com.
These terms govern your use of the Hasalam website, mobile applications and marketplace features. A ‘client’ buys a service; a ‘provider’ lists or supplies a service; and an ‘order’ is a service purchase recorded through Hasalam. You may use your account in both roles.
By registering, placing an order or offering a service after these terms are made available to you, you agree to them. If you act for a business, you must have authority to bind it. Our Community Guidelines also apply to your conduct. Our Privacy Policy explains how personal information is handled.
Mandatory law takes priority over these terms. An agreed service scope can specify deliverables, timing and usage rights, but cannot override consumer rights or the platform’s payment and safety rules.
2. Hasalam’s role
Hasalam helps clients discover independent providers, discuss work, place orders and manage payments. The agreement to supply a listed service is between the client and the provider. Providers are responsible for the services they offer; Hasalam is responsible for its own marketplace services and obligations under applicable law.
A listing, profile, rating or account verification is not a guarantee of a provider’s qualifications, suitability or results. Hasalam is not a professional licensing body or religious certification authority. Clients should check relevant qualifications, permissions and suitability before ordering. Providers must not imply that Hasalam has certified their work or religious compliance without express authorisation.
Providers manage their own work and are not authorised to make commitments on Hasalam’s behalf. These terms do not displace any employment, contractor or other rights that apply by law.
3. Eligibility and account security
You must be at least 18 years old and legally able to enter into contracts to hold an account, buy services or offer services. An adult may arrange a suitable service for a child, but must remain the contracting client and take responsibility for consent, supervision and safe arrangements. A child must not operate the adult’s account.
Provide accurate registration, contact and payment details and keep them current. Do not impersonate another person, share an account to evade restrictions or use another person’s payment method without permission. Providers must complete any identity and payout checks required for their account and location.
Keep your credentials secure and tell us promptly if you suspect unauthorised access. You are responsible for activity you authorise and for taking reasonable steps to protect your account; this does not make you automatically liable for activity caused by a failure of our systems.
4. Listings and provider responsibilities
Only offer work you are qualified, equipped and legally permitted to supply. Describe the service, total price, inclusions, exclusions, delivery period, location or remote arrangements, and any revision limits accurately. Do not use misleading portfolios, credentials, availability or claims about likely results.
Obtain and maintain licences, registrations, insurance and checks required for your work. For services involving children or vulnerable people, comply with applicable safeguarding and screening requirements. Do not offer regulated advice or services without the required authorisation.
Deliver the agreed service with due care and skill, meet agreed commitments and communicate promptly about delays or problems. You remain responsible for anyone you engage to help deliver the work. Obtain the client’s agreement before sharing confidential information with a subcontractor or making a material change to the agreed provider or service.
Providers are responsible for their business records, tax obligations and any invoices required by law. Do not add undisclosed mandatory charges after the client has paid.
5. Agreeing on and delivering an order
Before paying, review the listing or custom offer and record any specific requirements in Hasalam messages. Agree on the deliverables, schedule, required client inputs, revisions, intellectual property rights and any third-party costs. A price range or an initial conversation is not a confirmed price for unspecified work.
A paid order is created when payment is confirmed through Hasalam. A pending or failed payment is not confirmation. Providers should begin paid work only after confirmation. Keep material instructions and changes in the order conversation so both parties have a record.
Clients must provide the materials, permissions, access and feedback reasonably needed for the agreed work. If missing information or a delay affects delivery, discuss and record a revised schedule. Neither party may impose a material change to scope or price without the other’s agreement. Additional paid work must use Hasalam checkout.
Providers must only mark an order as delivered when the agreed work has been supplied. Clients should review it promptly and explain any specific problem. A delivery status or a client’s silence does not waive consumer rights. Revisions beyond the agreed scope may require a new agreement; correcting a failure to meet a legal obligation is not an optional paid extra.
6. Prices, payments and platform fees
Payments for orders arranged through Hasalam must be made through its official checkout. Do not request or accept an off-platform payment to avoid Hasalam’s fees or payment rules. Never send card details or banking passwords through messages.
Checkout charges are currently in United States dollars (USD). Amounts displayed in another selected currency are estimates; the USD amount shown at checkout is the amount charged. Your bank or payment provider may apply its own exchange rate or conversion charges. Check the final amount before authorising payment.
Hasalam’s standard platform fee is 10% of the service price, deducted from the provider’s earnings. For a USD 100 order with no refund, the platform fee is USD 10 and the provider’s share is USD 90, before the provider’s applicable taxes and any currency conversion affecting settlement. A refund reduces the provider’s share proportionately. Any different platform fee must be clearly disclosed and agreed before the affected order is placed.
Payments and provider account onboarding use Stripe. You must provide information reasonably required to process a payment or meet verification requirements. Any applicable processor terms are presented through the relevant payment or onboarding flow. Payment availability can depend on your country, account status and the payment method supported.
Report an incorrect or unauthorised charge promptly. Nothing in these terms prevents you from using a lawful card dispute or chargeback process. Do not submit a knowingly false claim or recover the same amount twice.
7. Provider earnings and withdrawals
A displayed earnings balance is a record of transactions, not confirmation that every amount is ready to withdraw. Payment for a delivered order becomes eligible for review once the client’s payment is confirmed and settled, required identity and payout checks are complete, and any relevant refund or payment dispute is resolved.
Providers may request a withdrawal of eligible earnings through the available account controls or by contacting support. Hasalam does not impose a separate minimum withdrawal amount or a fixed additional holding period. Payment processors may have their own transfer limits, settlement requirements and bank processing times. Payouts are reviewed rather than released automatically when an order is marked delivered.
We may temporarily hold the amount reasonably affected by a suspected fraudulent payment, a specific order dispute, a refund, an account verification issue or a legal requirement. We will explain the reason and any information needed, unless doing so is prohibited by law or would compromise a fraud investigation. We will review the hold promptly and release amounts no longer affected without unnecessary delay.
A refund or chargeback may require an adjustment to the related provider earnings or reversal of the related transfer. We will identify the transaction and explain the calculation, and you may ask us to review an error. We will not use an unrelated policy breach as a reason to confiscate otherwise payable earnings.
Receiving a transfer depends on an eligible payout account and supported payment arrangements in your location. Connecting an account alone does not guarantee that a cross-border transfer is supported. Contact support before accepting paid work if you are unsure whether you can receive payment.
8. Cancellations, rescheduling and refunds
To request a cancellation, message the provider and contact Hasalam support with the order reference. A cancellation request is not, by itself, confirmation that a refund has been processed. Keep records of what was agreed, supplied and paid.
If a client cancels before the provider has started the agreed work, the client is entitled under this policy to a full refund of the order payment. Providers must not begin unwanted additional work simply to increase a cancellation charge after receiving the request.
If a client changes their mind after work has started, the parties should agree on a fair amount for work properly completed before the cancellation request, taking account of the original scope and useful deliverables supplied. Refund the remaining amount. Any amount retained must be reasonable, explained and supported by evidence, not an arbitrary penalty. If the parties disagree, ask Hasalam support to review the records.
After satisfactory delivery of the agreed service, a change of mind does not automatically entitle a client to a refund. This does not affect remedies for a faulty, misdescribed, unsafe or otherwise non-compliant service. A provider must honour any more generous cancellation or refund promise made before purchase.
If a provider cannot supply the service, they must notify the client promptly. The client may agree to rescheduling or a lawful arrangement for useful work already supplied; otherwise the provider should arrange cancellation and the appropriate refund. The provider’s cancellation control currently requests a full refund. A partial settlement requires support review rather than use of that control.
Refunds are normally returned to the original payment method. A refund remains pending until processing is confirmed, and bank timing can vary. A refund in USD may have a different local-currency value because of exchange rates or bank charges. Contact support if a refund fails or remains unresolved. We will not replace a refund owed by law with platform credit without your agreement.
9. Your Australian consumer rights
Nothing in these terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including applicable guarantees under the Australian Consumer Law. These protections also apply to Hasalam’s own services where the law requires. Mandatory protections in other countries remain available where applicable.
Where Australian consumer guarantees apply, services must be provided with due care and skill, be fit for a purpose or achieve a result made known to the supplier in circumstances where reliance is reasonable, and be supplied within a reasonable time if no time was agreed.
For a major service failure, available remedies can include cancelling and obtaining a refund for the unprovided or deficient part of the service, or keeping the service and receiving compensation for its reduced value. For a remediable minor failure, the supplier generally has an opportunity to fix it within a reasonable time. Other remedies, including compensation for reasonably foreseeable loss, may apply.
A provider’s own policy, an order marked delivered, payment release, or Hasalam’s internal review does not remove these rights. There is no additional Hasalam deadline that cuts off a statutory claim.
10. Problems and dispute resolution
First explain the problem clearly in the order conversation, including the outcome you are seeking. If direct discussion is unsafe, unsuitable or unsuccessful, contact admin@hasalam.com or use the Help page. Include the order reference, relevant messages and evidence; do not send passwords or full payment card details.
Hasalam may ask both parties for information, review the agreed scope and transaction records, and help arrange a correction, cancellation or refund. We will give both parties a reasonable opportunity to explain their position and communicate the reasons for any platform action. Ask support for a further review if you believe relevant information was missed.
Our support process is not a court determination and does not require binding arbitration. You may seek independent advice, contact Consumer Affairs Victoria or another relevant consumer body, or use a court or tribunal with jurisdiction. You do not have to complete our process before seeking urgent relief or exercising a right that the law gives you.
11. Ownership of work and permitted use
You retain ownership of materials you bring to an order. You must have permission to supply them and allow their use for the agreed work. Do not upload or request work that infringes another person’s copyright, trade mark, privacy or other rights.
Unless different rights are clearly agreed in writing before purchase, the provider assigns to the client the transferable intellectual property rights in final deliverables created specifically for the order once full payment for those deliverables has been received. The provider must obtain any necessary contributor permissions and reasonably assist with documents needed to give effect to that transfer.
This default does not transfer the provider’s pre-existing tools, templates, methods or other background materials, or third-party materials. To the extent the provider can grant it, the client receives a perpetual, worldwide, non-exclusive licence to use incorporated background materials as needed to use, modify and enjoy the final deliverables for their agreed purpose. Providers must disclose material third-party licence restrictions and additional costs before purchase.
Moral rights remain with their holders unless lawfully addressed by a separate agreement. A provider may not publish a client’s confidential work, name or materials in a portfolio without permission. A refund agreement should address any continued use of refunded deliverables, consistently with applicable law.
12. Profiles, reviews and your content
You retain ownership of your profile, listing and other content. You give Hasalam a non-exclusive, royalty-free licence to host, store, reproduce, format and display that content as reasonably needed to operate and provide the platform, including through our technical service providers. The licence lasts only as needed for those purposes and lawful record retention.
Public profiles, listings and reviews may be visible to visitors and search engines. Private conversations and client deliverables are not public marketing material. We will obtain permission before using your private content or presenting your work or identity as a separate promotional endorsement.
Reviews must reflect a genuine experience. Do not buy, fabricate or manipulate reviews, offer undisclosed rewards for favourable reviews, or threaten a negative review to obtain an unrelated benefit. We may remove content that infringes rights, exposes private information or violates the Community Guidelines, and explain the reason where appropriate.
13. Respectful and safe use
Treat others honestly and respectfully. Do not engage in fraud, harassment, threats, hate speech, unlawful discrimination, sexual exploitation, or the sale or promotion of unlawful services. Do not send spam, malicious files, phishing links or material that violates another person’s rights.
Do not bypass security controls, access accounts or data without authority, interfere with the service, or use automation that disrupts the platform or collects personal information unlawfully. Report security concerns privately to support.
For in-person services, agree on safe arrangements and comply with local rules. Do not disclose unnecessary sensitive information. If there is an immediate danger, contact local emergency services; Hasalam support is not an emergency response service.
14. Privacy and confidentiality
Our Privacy Policy explains our handling of personal information. Clients and providers must use information received through an order only for the agreed service, resolving related issues, or another purpose the person has authorised or the law permits.
Keep non-public briefs, files, credentials, personal details and business information confidential. Share them only with people who need them for authorised work and are subject to appropriate confidentiality obligations, or when disclosure is required by law. Delete or return information when it is no longer needed, subject to lawful retention requirements.
Do not record sessions or publish messages, images or deliverables containing another person’s private information without any consent required by law. Tell the affected party and Hasalam promptly if order information is exposed or misused.
15. Restrictions and closing an account
You may stop using Hasalam and request account closure through available account controls or support. Closing an account does not cancel existing orders automatically or remove an obligation to deliver, pay, refund or resolve an existing issue. We will explain how outstanding orders and eligible earnings will be handled.
We may restrict content, features or an account when reasonably necessary to address a material breach, unlawful activity, a serious safety or security risk, or a legal requirement. The action will be proportionate to the issue. Where practical, we will explain the concern and allow it to be corrected before restricting access; urgent protection may require immediate action.
You can ask support to review a restriction. We will explain the reasons unless a legal or safety constraint prevents this. Account termination is not an automatic forfeiture of earnings or refund rights. Relevant transaction records may be retained as explained in our Privacy Policy and as required by law.
16. Availability and responsibility for loss
We aim to provide a reliable platform, but maintenance, outages and third-party failures can interrupt access. We will take reasonable steps to address disruptions within our control. Keep copies of important deliverables and tell support if a disruption affects an order.
Hasalam does not promise a particular number of bookings, income level, search position or commercial result. Providers remain responsible for their own service commitments. We are not automatically responsible for another user’s conduct solely because the users met on Hasalam, but we remain responsible for our own acts, omissions and obligations under law.
Each party’s responsibility for loss is determined under applicable law, including the cause of the loss and reasonable steps to reduce it. These terms do not impose a blanket waiver of liability, an unlimited user indemnity, or a limit that removes a non-excludable consumer remedy.
17. Changes to these terms
We may update these terms to reflect changes to the platform, our business or legal requirements. We will publish the revised version and provide reasonable advance notice of material changes through the platform or the contact details on your account. If an urgent legal or security change cannot wait, we will explain it as soon as reasonably possible.
Changes apply prospectively. An existing order remains subject to the terms and service agreement in effect when it was placed unless the parties agree to a change or the law requires otherwise. We will not retrospectively increase a platform fee for an existing order.
If you do not agree to a material change, you may stop entering new orders and close your account after resolving existing commitments. Any outstanding rights to payment, refunds or remedies remain.
18. Governing law and contact
These terms are governed by the laws of Victoria, Australia. The courts and tribunals with jurisdiction in Victoria have non-exclusive jurisdiction. This does not prevent you from using another forum or relying on mandatory protections available under applicable law.
If a provision is unenforceable, the remaining provisions continue to operate to the extent they can lawfully do so. A delay in enforcing a right does not by itself waive that right.
For questions, notices, complaints or a copy of the terms applying to an order, contact Hasalam at admin@hasalam.com. Include the relevant order or account reference and the issue you would like us to address.