Terms of Service

Agreement to Terms

By accessing or using WellVibe's services, you agree to be bound by these Terms of Service. Please read them carefully. If you do not agree to these terms, you should not use our services.

1. Service Agreement

NDIS Services

WellVibe provides support services under the National Disability Insurance Scheme (NDIS). Our services include:

Supported Independent Living (SIL)
Community Nursing and Personal Care
Assistance with Daily Living
Community Participation
Support Coordination
Transport Assistance

Eligibility

To access our services, you must be an NDIS participant with an approved plan that includes funding for the services you require. You must provide valid NDIS documentation and consent to service delivery.

2. Service Delivery

WellVibe will:

Provide services in accordance with your NDIS plan and service agreement
Deliver services with respect, dignity, and professionalism
Employ qualified and screened staff members
Maintain appropriate insurance coverage
Follow all NDIS Practice Standards and Code of Conduct
Communicate regularly about service delivery and any changes

3. Participant Responsibilities

As a participant, you agree to:

Provide accurate and complete information about your needs
Treat staff with respect and maintain appropriate boundaries
Provide reasonable notice for cancellations or changes
Ensure a safe environment for service delivery
Notify us of any concerns or incidents promptly
Comply with your service agreement terms

4. Payment and Billing

NDIS Billing

Services will be billed in accordance with NDIS pricing arrangements and your plan budget:

We will claim payment directly from the NDIA where possible
Plan-managed participants: we bill your plan manager
Self-managed participants: you are responsible for payment
Invoices are issued within 7 days of service delivery

Cancellations

Cancellations must be made at least 24 hours in advance. Late cancellations or no-shows may incur fees in accordance with NDIS guidelines and your service agreement.

5. Privacy and Confidentiality

We are committed to protecting your privacy in accordance with our Privacy Policy and the Privacy Act 1988 (Cth). Your personal and health information will be:

Collected only with your consent
Used solely for service delivery and compliance
Stored securely with restricted access
Shared only as necessary or with your permission
Retained in accordance with legal requirements

6. Complaints and Feedback

We welcome feedback and are committed to resolving concerns quickly and fairly. You have the right to:

Raise complaints without fear of retaliation
Have complaints handled confidentially
Receive a response within required timeframes
Escalate to external bodies if unresolved
Have a support person assist with complaints

7. Limitation of Liability

While we take all reasonable care in delivering services, WellVibe's liability is limited to the extent permitted by law. We maintain appropriate insurance coverage and will address any issues arising from service delivery in accordance with NDIS requirements.

8. Termination of Services

Either party may terminate services with appropriate notice:

Participants may end services at any time with 14 days notice
WellVibe may terminate services for safety concerns or breach of agreement
Services will end automatically if NDIS funding ceases
Final billing will be processed within 30 days

9. Contact Information

For questions about these Terms of Service, please contact our legal team:

legal@wellvibe.com.au

1800 935 584

WellVibe Legal Department
123 Main Street
Melbourne, VIC 3000

10. Changes to Terms

We may update these Terms of Service from time to time. Significant changes will be communicated to participants directly. Continued use of our services after changes constitutes acceptance of the updated terms. The current version will always be available at wellvibe.com.au/policies/terms.