Terms of Service

Caireo · Agreement with provider organisations · Effective 7 September 2026

These terms form a contract between Caireo (Caireo, we, us) and the organisation that subscribes to the platform (you, the Customer). They apply from the moment you create an organisation, accept an invitation as an administrator, or use the platform, whichever happens first.

If you are accepting on behalf of an organisation, you warrant that you are authorised to bind it. If you do not have that authority, do not use the platform.

1. Definitions

Platform means the Caireo web dashboard, the Care Connect mobile app, the participant portal, and the APIs and services behind them. Customer Data means everything you or your Authorised Users enter or upload, including participant records, worker records, notes, incidents and documents. Authorised User means a person you permit to access the Platform — a coordinator, administrator, support worker, participant, nominee or guardian. Participant has its NDIS meaning.

2. What the Platform is, and what it is not

The Platform is record-keeping and coordination software. It helps you roster supports, record what was delivered, track compliance obligations, and calculate figures for pay and claiming.

It is not clinical advice, legal advice, accounting advice, or a substitute for your own professional judgement. It does not make you compliant with the NDIS Practice Standards, the NDIS Code of Conduct, an award or an enterprise agreement — it helps you evidence compliance you achieve yourself. You remain the registered or unregistered NDIS provider, and every obligation that attaches to that status remains yours. Calculated figures, including pay rates, allowances, plan spending and claim amounts, must be checked by you before they are relied on or submitted.

3. Your account and your Authorised Users

You are responsible for everything done under your organisation's accounts. You must keep credentials confidential, give each person their own account rather than sharing one, remove access promptly when someone leaves, and tell us without delay if you suspect unauthorised access. You are responsible for ensuring your Authorised Users comply with these terms.

Support workers and participants also agree to the in-app terms presented to them. Those terms govern their individual use; this agreement governs yours.

4. Acceptable use

You must not, and must not permit anyone to:

use the Platform for anything other than delivering and administering supports;
enter information you have no lawful basis to collect, or that you know to be false;
attempt to access another organisation's data, probe or test the Platform's security without our written consent, or circumvent any access control;
reverse engineer, decompile, scrape, resell, sublicense or offer the Platform as a service to third parties;
upload malware, or content that is unlawful, defamatory or infringing;
use the Platform to make an automated decision about a person that we have told you it is not designed to make; or
impose a load that degrades the service for others, including through unauthorised automated access.

We may suspend access immediately where we reasonably believe it is necessary to protect the Platform, another customer, or somebody's safety, or where required by law. Where the cause is not urgent we will give you notice and a chance to fix it first.

5. Your data stays yours

You own Customer Data. You grant us only the licence necessary to host, process, transmit, back up and display it in order to provide the Platform, to support you, and to comply with law. We do not use it for any other purpose. We do not sell it. We do not use it to train machine learning models, and we do not permit our providers to do so.

We may generate aggregated, de-identified statistics about how the Platform is used — response times, feature usage, error rates — to operate and improve it. Those statistics never identify you, a worker or a participant, and are never derived from the content of clinical records.

6. Privacy, and who answers for what

You are the APP entity for Customer Data. You are responsible for collecting it lawfully, giving the collection notices and obtaining the consents the Privacy Act requires — including for sensitive and health information — and for handling access, correction and complaint requests from your workers and participants.

We handle Customer Data only on your documented instructions, as described in our Privacy Policy and Data Processing page, which form part of this agreement. Those pages disclose where data is stored, every sub-processor, and what reaches each of them. You should read them before entering participant information and satisfy yourself that the arrangement suits your obligations, including any Australian data residency requirement in a funding or service agreement you have signed.

7. Fees

Subscription fees, the billing period and any usage limits are those shown when you subscribe. Fees are in Australian dollars and exclusive of GST unless stated otherwise. Payment is processed by Stripe; card details never reach us.

Fees are charged in advance and are not refundable except where the Australian Consumer Law requires or where we terminate for our own convenience, in which case we refund the unused portion of the period you have paid for. We may change fees on 30 days' notice, effective from your next billing period; if you do not accept a change you may terminate before it takes effect. If an invoice is unpaid 14 days after it falls due we may suspend access after giving you notice.

8. Availability and support

We aim for continuous availability but do not warrant uninterrupted or error-free operation. Planned maintenance is scheduled outside Australian business hours wherever practical and notified in advance where it will be disruptive. Support is available by email at careconnectsupports@gmail.com.

Because a coordinator may need this software during an emergency, note plainly: the Platform is not an emergency service. The duress button raises an alert to your own coordinators. It does not contact police, ambulance or fire, and no feature of the Platform should be relied on in place of calling emergency services.

9. Changes to the Platform

We improve the Platform continuously and may add, change or remove features. We will not make a change that materially degrades a core function you rely on without giving you at least 30 days' notice, during which you may terminate without further fees if the change is unacceptable to you.

10. Third-party integrations

If you connect a third-party service such as Xero, you authorise the exchange of data described at the point of connection. That service is governed by its own terms and privacy policy, and we are not responsible for it, for its availability, or for what it does with data once you have directed it there. You can disconnect at any time.

11. Confidentiality

Each party must keep the other's confidential information confidential, use it only for this agreement, and protect it with at least reasonable care — except where disclosure is required by law or to professional advisers under equivalent obligations. This survives termination.

12. Intellectual property

We own the Platform and everything in it other than Customer Data, including its software, design and documentation. Nothing here transfers that. If you send us feedback or a suggestion we may use it without obligation to you, and without any claim over your Customer Data arising from it.

13. Term, termination and what happens to your data

This agreement runs while you hold a subscription. You may terminate at any time, effective at the end of your current billing period. Either party may terminate immediately for a material breach the other has not fixed within 14 days of written notice, or if the other becomes insolvent.

For 60 days after termination you may export Customer Data, and we will provide it in a machine-readable format on request. After that period we delete it from live systems and, within a further 90 days, from backups. Because your NDIS record-keeping obligations continue for 7 years — and until age 25 for a participant who was a child — export your records before you leave. It is your obligation, not ours, to hold them for those periods.

14. Warranties and the Australian Consumer Law

We warrant that we will provide the Platform with due care and skill, and that we have the right to license it to you.

Nothing in this agreement excludes, restricts or modifies any guarantee, right or remedy under the Australian Consumer Law that cannot lawfully be excluded. Where our liability for a failure to comply with a consumer guarantee may be limited, it is limited, at our option, to resupplying the services or paying the cost of having them resupplied.

Subject to that, and to the fullest extent permitted by law, the Platform is provided “as is” and we exclude all other warranties, express or implied.

15. Liability

Subject to clause 14, and to the fullest extent permitted by law:

neither party is liable for indirect or consequential loss, loss of profits, loss of revenue, loss of anticipated savings, or loss of goodwill;
our total aggregate liability arising out of or in connection with this agreement is limited to the fees you paid us in the 12 months before the event giving rise to the liability; and
each party's liability is reduced to the extent the other's act, omission or breach caused the loss.

That cap does not apply to your obligation to pay fees, to either party's breach of confidentiality, or to liability that cannot be capped at law.

You acknowledge that decisions about a participant's care, a worker's employment, an incident's classification and a claim's accuracy are yours, made by your people, and that we are not liable for those decisions or for their consequences.

16. Indemnity

You indemnify us against claims by a third party arising from Customer Data you had no right to collect or use, from your breach of clause 4, or from your breach of a law applying to you as an NDIS provider — except to the extent we caused the claim. We indemnify you against a third-party claim that the Platform infringes their intellectual property rights, provided you tell us promptly and let us conduct the defence.

17. Force majeure

Neither party is liable for a delay or failure caused by something genuinely beyond its reasonable control, provided it tells the other and works to resume. If it lasts more than 30 days either party may terminate.

18. Notices, assignment and general

Notices to us go to careconnectsupports@gmail.com; notices to you go to your nominated administrator email or appear in the Platform. You may not assign this agreement without our consent, not unreasonably withheld; we may assign it to a purchaser of our business on notice to you.

If a provision is unenforceable it is severed and the rest continues. A failure to enforce a right is not a waiver of it. This agreement, with the Privacy Policy and Data Processing page, is the entire agreement between us and replaces earlier discussions.

19. Changing these terms

We may amend these terms. Material changes take effect 30 days after we notify your administrators, and you may terminate before then if you do not accept them. Non-material changes — clarifications, corrections, a new sub-processor of the same kind — take effect when published.

20. Disputes and governing law

If a dispute arises, tell us in writing and we will each nominate someone with authority to resolve it, meeting within 14 days. Neither party may start proceedings until that has happened, except to seek urgent interlocutory relief. This agreement is governed by the law of Victoria, Australia, and each party submits to the non-exclusive jurisdiction of its courts.