RoofHero Contractor Standards
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Last updated: 2 Oct 2025
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Applies to: NSW (VIC coming soon)
Purpose
These standards set the minimum legal, safety, and conduct requirements for contractors who use RoofHero. They protect homeowners and contractors and keep our marketplace fair. RoofHero is a marketplace—not the builder. Your contract and payments are between you and the homeowner
Definitions
Contractor
Licensed roofing contractor using RoofHero (includes your employees/subcontractors).
Indicative tender
Price submitted before inspection using remote measures and the homeowner's brief.
Final quote
Price after on-site inspection and scope confirmation.
Same scope
Agreed scope where no items are added or removed—only quantities/assumptions change.
Variation
Any change to the scope, materials, or conditions approved after the final quote.
Eligible job (NSW)
Residential building work ≥ AUD $20,000 (requires HBCF before any deposit).
HBCF
NSW Home Building Compensation Fund insurance.
DBI (VIC)
Domestic Building Insurance (VIC) for residential work (published at VIC launch).
Platform/referral fee
Contractor-paid fee to RoofHero when a job is awarded, at the rate agreed with RoofHero. Not shown as a separate line to homeowners.
Eligibility & Onboarding
You must have and keep current:
NSW Fair Trading contractor licence for the work you perform (show licence class on your profile)
Public Liability insurance ≥ AUD $20 million (Certificate of Currency on file)
Workers Compensation insurance (if you employ staff)
HBCF eligibility (evidence on file) and, for each eligible job, a job-specific HBCF certificate issued before any deposit
ABN and GST registration (if registered)
Signed Contractor Agreement with RoofHero.
PL "interested party" on request
If requested by RoofHero, you agree to add RoofHero Australia Pty Ltd as an interested party to your PL policy (notice of cancellation/variation).
Document maintenance & supply
Keep documents current at all times. Provide updated copies within 3 business days if RoofHero requests them. RoofHero may conduct random spot checks. Failure to supply on request may result in suspension.
Quoting & Tendering Standards
On-site inspection is mandatory before issuing your final quote (remote data is a starting point only).
One total, GST-inclusive price. No drip pricing. Include scaffolding, edge protection, waste, delivery, and other costs.
No separate "platform/referral fee" line item to homeowners (your fee to RoofHero is contractor-paid).
Scope clarity: List materials/brand/spec, inclusions/exclusions, lead time, site protection, cleanup, and dependencies (e.g., electrical, carpentry, asbestos).
Inspection → final quote: The final price is set after inspection and scope confirmation with the homeowner.
Re-quote Safety Net (fairness rule): If the same scope needs to change by more than 5% after inspection, notify RoofHero. We will re-open the tender so roofers can re-price and the homeowner can compare.
Quote validity (homeowner view): Unless otherwise stated, the final quote is valid for 14 days from issue.
Quote honour period (contractor obligation): Unless you state a longer period, your final quote remains honourable for 30 days on the platform, subject only to inspection-identified material changes or homeowner-requested variations
Accuracy & fairness (statement)
Remote scoping aims to closely match the on-site final quote, but it is not a guarantee. The final price is set after inspection. If the same scope moves by more than 5%, we’ll re-open the tender so roofers can re-price and you can compare.
Deposits, Payments & Invoicing
Payments are directly between homeowner and contractor. RoofHero does not hold funds, supervise works, or act as head contractor.
NSW deposits and HBCF: For residential work ≥ $20,000, you must obtain and provide the HBCF certificate before taking any deposit. Deposits must be ≤ 10%.
Invoices must show ABN, licence number, GST (if registered), and align with the agreed scope and any approved variations.
Variations & "No Surprises" Rule
No unapproved work
Variations require written homeowner approval via RoofHero messages or e-signature before you proceed.
Itemise each variation's scope and price (GST-inclusive)
Keep clear records of all approvals, quotes and photos within RoofHero.
Safety & Site Compliance
WHS Compliance
Comply with WHS laws and SafeWork NSW requirements
High-risk work
SWMS required for high-risk construction (e.g., work at heights)
Fall protection
Provide appropriate fall/edge protection and access equipment
Asbestos
Do not disturb suspected ACMs unless appropriately licensed and controls are in place; engage a licensed asbestos professional where required
WHS Compliance
Lawful disposal; leave the site clean.
Subcontractors & Supervision
You are responsible for subcontractors’ licensing, insurances, safety and conduct. Use specialist licensed trades where required (e.g., electrical). Provide competent supervision and quality control throughout the job.
Communication & Conduct
Keep key job communications and approvals on RoofHero for transparency and records. No off-platform solicitation for RoofHero-sourced work (no fee circumvention). Be punctual, professional, and respectful; communicate delays/access issues promptly. No misleading claims about pricing, materials, timeframes, warranties, or RoofHero’s role.
Quality, Codes & Materials
Comply with the National Construction Code and relevant Australian Standards for roofing systems, flashings, fixings, sarking, drainage and waterproofing. Use materials suitable for site conditions (e.g., coastal, BAL ratings) and install per manufacturer instructions. Provide manufacturer warranties and your workmanship warranty at handover.
Handover, Warranties & Defects
At practical completion, provide: final invoice and receipt; HBCF certificate (if applicable) and any council certificates/approvals; manufacturer warranties and care & maintenance information; photos of completed works
Defects
Respond to defect notices promptly and rectify within a reasonable timeframe. NSW statutory warranties apply to residential building work.
Fees, Conflicts & Gifts
On award of a job, you pay RoofHero a platform/referral fee at the rate agreed with RoofHero (agreement, rate card, or written confirmation). Do not misrepresent or separately charge this fee to homeowners. No gifts, kickbacks, or secret commissions to RoofHero staff or referrers.
Audits, Spot Checks, Suspension & Strikes
Document & conduct checks
RoofHero may request documents or site photos at any time and conduct random spot checks. You must supply requested documents within 3 business days.
Immediate suspension
Expired or invalid licence or Public Liability insurance; missing HBCF certificate before any deposit on an eligible job; confirmed off-platform solicitation or fee circumvention; serious safety breach; refusal to rectify defects.
Strike policy (minor issues)
First minor breach = written warning with required corrective action. Second minor breach = suspension (30 days); reactivation at RoofHero’s discretion after issues are remedied. RoofHero may terminate access for repeated or serious non-compliance.
Using the RoofHero Brand
You may describe yourself as a “RoofHero contractor” only while your account is active and in good standing. Do not imply RoofHero is the builder, supervisor, or responsible for your workmanship.
Changes to These Standards
We may update these standards to reflect law, insurer, or platform changes. We will publish updates here and may notify you by email or in-app. By continuing to use RoofHero, you agree to the current version.
NSW-Specific Notes
HBCF requirement
HBCF is required for residential work ≥ $20,000 and must be issued before taking any deposit
Deposit cap
≤ 10% under the Home Building Act 1989 (NSW)
Contract structure
The construction contract is between the homeowner and the contractor. RoofHero does not hold funds or supervise work
VIC-Specific Notes (to be enabled at VIC launch)
DBI (Domestic Building Insurance) must be obtained where required before taking any deposit (thresholds/caps under VIC law).
Deposit caps and other consumer protections differ from NSW; VIC-specific guidance will be published on launch.
Contact
Questions about these standards: compliance@roofhero.com.au
Ready to see your roof priced by vetted local roofers?
Prices shown are based on remote measurement and your brief. An on‑site check confirms the final. For the same scope, if a price needs to move by >5%, we re‑open the tender so roofers can re‑price.
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