Legal
Last updated: June 2026 · Version 1.4
These terms govern your use of the Reassure Support software. By creating an account or using our services, you agree to be bound by them.
IMPORTANT — PLEASE READ CAREFULLY
These Terms of Service ("Terms") constitute a legally binding agreement between you ("User", "you", "your") and Reassure Support (ABN 66 801 427 945), a sole trader operating in Queensland, Australia ("Reassure Support", "we", "us", "our"). Access to or use of the Software constitutes unconditional acceptance of these Terms and all policies incorporated by reference. If you do not agree, you must immediately cease using the Software.
Contents
In these Terms, unless the context otherwise requires:
Reassure Support is a software business only. We provide software tools that assist independent support workers and NDIS participants to connect, schedule supports, manage documentation, and comply with NDIS requirements. We are not an NDIS provider, registered or otherwise. We do not employ, engage, supervise, direct, or control any Support Worker.
The legal relationship for the delivery of NDIS supports exists exclusively between the Support Worker and the Participant, governed by the Service Agreement they enter into directly. Reassure Support is not a party to that agreement and accepts no responsibility for its performance, breach, or outcome.
Any administrative facilitation we perform — including invoice generation, scheduling assistance, or communication relay — is performed as a tool at your direction and does not constitute us becoming party to or liable under your Service Agreement.
Important: Reassure Support does not guarantee the suitability, qualifications, conduct, safety, or availability of any Support Worker. Participants are solely responsible for their own due diligence when engaging a Support Worker. Equally, Support Workers are solely responsible for their own compliance with NDIS obligations, work health and safety law, and applicable professional standards.
To register an account, you must:
You are solely responsible for maintaining the confidentiality of your account credentials. You must notify us immediately at [email protected] if you become aware of any unauthorised access to your account. We accept no liability for loss arising from your failure to maintain account security.
One account per individual. You may not share accounts, use another person's account, or create multiple accounts without our prior written consent. We reserve the right to merge, suspend, or terminate duplicate accounts without notice.
Support Workers access the Software through a paid Subscription. Participant accounts are currently provided at no charge, subject to change with notice under clause 17.
Subscription fees, billing cycles, and inclusions are as published on the Software at the time of purchase. All fees are in Australian Dollars (AUD) and are inclusive of GST where applicable.
Payment obligations: Subscriptions are billed in advance. Payment is due at the start of each billing cycle. We use third-party payment processors and do not store card details. You authorise recurring charges to your nominated payment method for the duration of your Subscription.
Non-payment: If a payment fails, we will notify you promptly and provide 5 business days to update your billing details or resolve the payment issue before your access is suspended. If the payment remains unresolved after this period, we may suspend access until successful payment is received. Notwithstanding the above, we may suspend access immediately and without a cure period where we reasonably suspect fraud, abuse, or a material breach of these Terms.
Cancellation: You may cancel your Subscription at any time through your account settings. Cancellation takes effect at the end of the current billing period. No partial refunds are issued for unused time within a billing period, subject to your rights under clause 15 (Australian Consumer Law).
Price changes: We may change Subscription fees at any time. We will provide not less than 30 days' written notice of any fee increase. Continued use of the Software after the effective date constitutes acceptance of the new fee.
Taxes: You are responsible for any taxes, levies, or duties applicable to your use of the Software beyond GST collected by us.
By registering as a Support Worker, you represent, warrant, and undertake on a continuing basis that:
Breach of any obligation in this clause may result in immediate suspension or termination of your account without refund, and we reserve the right to report the breach to the NDIS Quality and Safeguards Commission or other relevant authority.
By registering as a Participant, you represent, warrant, and undertake that:
You must not use the Software to:
We reserve the right to investigate suspected prohibited conduct and to take any action we consider appropriate, including suspension, termination, or referral to law enforcement or regulatory authorities, without prior notice.
Our IP: All rights, title, and interest in and to the Software — including its design, code, features, branding, templates, documentation, and any AI-generated outputs produced by the Software — vest in and remain the exclusive property of Reassure Support. Nothing in these Terms transfers any intellectual property right to you.
Your Content: You retain ownership of Content you submit to the Software. By submitting Content, you grant Reassure Support a non-exclusive, royalty-free, worldwide licence to use, store, reproduce, adapt, and display that Content for the purposes of operating, improving, and promoting the Software. No Participant Health Data — including shift notes, incident reports, case notes, health or disability-related information, or any other personal information about a Participant — will be used for training, fine-tuning, or developing any artificial intelligence or machine learning model. AI-assisted features of the Software are limited to processing structured operational data (such as matching figures on invoices, parsing system-generated templates, and verifying document formats) and will not ingest or process Participant Health Data for model training purposes. The licence granted under this clause does not include a right to sell or transfer your Content to third parties for commercial purposes unrelated to operating the Software.
Feedback: If you provide suggestions, feedback, or ideas about the Software, you assign all rights in that feedback to Reassure Support without compensation, and we may use it without restriction.
Restrictions: You must not reproduce, redistribute, resell, or create derivative works from any part of the Software without our prior written consent. Unauthorised use may constitute an infringement of copyright and other applicable laws.
We use automated tools, including AI-assisted document analysis, to assist with verification of identity and compliance documents submitted by Support Workers. You acknowledge and agree that:
Support Workers must notify us within 48 hours if their NDIS Worker Screening Check clearance is withdrawn, suspended, or subject to a risk assessment. Failure to do so may result in immediate termination and referral to the NDIS Quality and Safeguards Commission.
The Software incorporates artificial intelligence features including document classification, receipt data extraction, and compliance support tools. You acknowledge that:
Software provided "as is": Subject to your non-excludable rights under the Australian Consumer Law, the Software is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, Reassure Support excludes all implied warranties, representations, and conditions, including any implied warranty of merchantability, fitness for a particular purpose, or non-infringement. Nothing in these Terms is intended to exclude, restrict, or modify any guarantee, right, or remedy that cannot lawfully be excluded or modified under the ACL or any other applicable law.
No guarantee of availability: We do not warrant that the Software will be uninterrupted, error-free, secure, or free of viruses. We may modify, suspend, or discontinue any feature or the Software as a whole at any time without liability to you.
No liability for third-party conduct: We are not responsible for and expressly disclaim all liability arising from the conduct, acts, omissions, qualifications, suitability, or representations of any Support Worker, Participant, or other third party using the Software. This includes without limitation any injury, loss, abuse, neglect, or damage arising from or in connection with the delivery of NDIS supports.
Liability cap: To the maximum extent permitted by law, our total aggregate liability to you arising out of or in connection with these Terms or the Software — whether in contract, tort (including negligence), statute, or otherwise — is limited to the total Subscription fees you paid to us in the 12 months immediately preceding the event giving rise to the claim. Where no fees have been paid, our liability is limited to AUD $100.
Exclusion of consequential loss: To the maximum extent permitted by law, Reassure Support is not liable for any indirect, incidental, special, consequential, or punitive loss or damage, including loss of revenue, loss of profit, loss of data, loss of goodwill, or loss of opportunity, whether or not we were advised of the possibility of such loss.
NDIS claims: We accept no liability for any rejected, delayed, or reversed NDIS claim, invoice, or payment, regardless of whether Software tools were used to generate the relevant documentation.
You agree to indemnify, defend, and hold harmless Reassure Support, its officers, employees, contractors, and agents from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or in connection with:
We reserve the right, at our expense, to assume exclusive control of any matter subject to indemnification by you. You must not settle any such claim without our prior written consent.
Our rights: We may suspend or terminate your account and access to the Software at any time, with or without notice, and with or without cause, including where we determine in our sole discretion that you have breached these Terms, pose a safety risk, are subject to a regulatory investigation, or where we elect to discontinue the Software or any part of it.
Immediate termination without refund applies in the following circumstances:
Your right to terminate: You may close your account at any time by contacting us or using the account settings in the Software. Termination by you does not entitle you to a refund of any prepaid Subscription fees, subject to clause 15.
Effect of termination: On termination, your right to access the Software ceases immediately. We may retain your data in accordance with our Privacy Policy and applicable law. Clauses 8, 11, 12, 14, 16, and 18 survive termination.
Data export: Where reasonably practicable, we will give you an opportunity to export your data prior to account closure. We are not required to store or provide access to your data after termination beyond what is required by law.
Our collection, use, and handling of personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference. By using the Software, you consent to the practices described in our Privacy Policy.
Your data obligations: You are responsible for ensuring that any personal information you submit about a third party — including Participants, representatives, or plan managers — is submitted with that person's knowledge and consent in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).
Record keeping: Software records including shift notes, invoices, incident reports, service agreements, and risk assessments are provided as tools to assist you in meeting your own record-keeping obligations. You are solely responsible for ensuring your records meet applicable NDIS, ATO, and legal requirements. We do not warrant that Software-generated records are sufficient for any regulatory, audit, or legal purpose.
Data security: While we implement reasonable security measures, no software can guarantee absolute security. You accept the inherent security risks of transmitting information over the internet and agree that we are not liable for any data breach caused by circumstances beyond our reasonable control.
Nothing in these Terms excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or other term or condition, implied or imposed by the ACL that cannot lawfully be excluded or limited.
Where we supply services to a consumer as defined by the ACL, and those services fail to meet a consumer guarantee, your remedies are as set out in the ACL. Where the ACL permits us to limit our liability for a failure to comply with a consumer guarantee in relation to services, our liability is limited, at our option, to supplying the services again or paying the cost of having the services supplied again.
To the extent that any provision of these Terms is inconsistent with the ACL, the ACL prevails to the extent of the inconsistency.
Complaints first: Before commencing any legal proceeding, you must notify us of any dispute in writing to [email protected], providing full details of the dispute. We will attempt to resolve the dispute within 14 business days of receiving your notice.
Mediation: If the dispute is not resolved within 14 business days, either party may refer the dispute to mediation administered by the Queensland Law Society or a mutually agreed mediator. The costs of mediation are shared equally unless otherwise agreed.
Governing law and jurisdiction: These Terms are governed by and construed in accordance with the laws of Queensland, Australia. Both parties submit to the exclusive jurisdiction of the courts of Queensland and, where applicable, the Federal Court of Australia. You waive any objection to the exercise of jurisdiction by these courts.
No class actions: To the maximum extent permitted by law, any dispute must be brought on an individual basis. You waive any right to participate in a class action, collective claim, or representative proceeding in connection with the Software or these Terms.
We may update these Terms at any time. We will notify registered Users of material changes by email or in-Software notification not less than 14 days before changes take effect. The updated Terms will be published at reassuresupport.services/terms.html with the revised "Last updated" date.
Your continued use of the Software after the effective date of any change constitutes your acceptance of the updated Terms. If you do not accept the updated Terms, you must stop using the Software and close your account before the effective date.
We may make non-material changes (such as corrections, clarifications, or formatting updates) at any time without notice.
Entire agreement: These Terms, together with our Privacy Policy and any additional terms notified to you at registration or purchase, constitute the entire agreement between you and Reassure Support with respect to the Software. Notwithstanding the foregoing, this clause does not exclude liability for any fraudulent or negligent misrepresentation made by Reassure Support prior to these Terms being agreed, including representations made in marketing material, website content, or customer communications.
Severability: If any provision of these Terms is held to be invalid, unlawful, or unenforceable, that provision is severed and the remaining provisions continue in full force.
Waiver: Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision. A waiver is only effective if in writing and signed by an authorised representative of Reassure Support.
Assignment: You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations under these Terms to any successor entity, including in connection with a merger, acquisition, or sale of assets, without your consent.
Force majeure: We are not liable for any delay or failure to perform our obligations to the extent caused by circumstances beyond our reasonable control, including natural disasters, cyberattacks, acts of government, or telecommunications failures.
No partnership or employment: Nothing in these Terms creates or implies a partnership, joint venture, employment, agency, or fiduciary relationship between you and Reassure Support.
Notices: Notices to us must be sent to [email protected]. Notices to you will be sent to your registered email address. Notices are deemed received 24 hours after sending by email.
Language: These Terms are written in English. In the event of any conflict between an English version and a translated version, the English version prevails.
For questions about these Terms, contact us:
These Terms of Service were prepared by Reassure Support for informational and contractual purposes. They are not a substitute for independent legal advice. Reassure Support recommends periodic legal review of these Terms as your business grows. These Terms do not constitute legal advice from Reassure Support to you.