Terms of Service

1. About these terms

Carevo is operated by Carevo Pty Ltd (ABN 69 696 950 919). These Terms of Service ("Terms") apply to the Carevo website, the provider and support worker dashboard, and related services. By using Carevo you agree to these Terms. If you do not agree, please do not use the platform.

Carevo is a connection platform. It does not deliver care, employ support workers, or manage NDIS or aged care funding.

2. What Carevo does and does not do

Carevo is a connection platform run by Carevo Pty Ltd (ABN 69 696 950 919). It helps people find NDIS and aged care providers and independent support workers, and passes care requests to providers who match the service, area and funding type.

Carevo does not deliver care, employ support workers, act as a plan manager, or decide NDIS or aged care eligibility. The service agreement is between you and the provider you choose.

• Carevo is not a party to any agreement between a family, participant or carer and a provider or support worker. That agreement, including its services, prices, schedules, notice periods and cancellation terms, is between you and them.
• Carevo does not vet, screen, inspect or endorse providers or workers. Registration labels are copied from public government registers and can be out of date, so confirm them on the register before you decide.
• Carevo does not hold, manage or pay out NDIS or aged care funding, and does not give clinical, legal or financial advice.
• Carevo cannot promise that a provider has capacity, will respond, or is suitable for your needs.

3. People looking for care

Families, participants and carers never pay Carevo. The platform is funded by provider subscriptions. There is no fee to search, send a care request or be contacted by a provider.

When you send a care request, Carevo shares it with providers and support workers that match the service, area and funding type you gave. Those who connect with you through Carevo receive your contact details so they can reply to you. Our Privacy Policy explains what is shared and with whom.

You agree to:

• Give accurate information about the support you are looking for
• Send requests only for yourself or for someone you are authorised to act for
• Make your own checks before you choose a provider, including their registration on the relevant public register
• Treat providers, support workers and Carevo staff with respect

Any care you arrange is delivered and charged by the provider you choose, under their agreement with you. Questions about their fees, cancellations or service delivery are for that provider.

4. Providers and support workers

Listing is free. Any provider can have a free listing and take control of its profile through a Carevo account. A free listing can be notified of matching care requests. Connecting with the person needs a subscription.

A subscription lets you connect. When you connect on a care request you receive the person's contact details. The dashboard calls this an unlock. Connecting needs a paid subscription, and each plan includes a set number of connections each calendar month. Up to 6 providers can connect on the same request.

Prices are in Australian dollars and exclude 10% GST, which is added at checkout. The price and allowance shown at checkout and in your dashboard are the ones that apply to your subscription. Providers on a plan that is no longer sold keep that plan's price and allowance while the subscription stays active.

Trial. A new subscription starts with a 7-day free trial. A payment card is required to start it. If you do not cancel before the trial ends, the plan you chose begins and your card is charged. Each provider or support worker account can have one trial.

Renewal and cancellation. A subscription renews automatically each month or year, depending on the billing period you chose, until you cancel. You can cancel at any time from your dashboard. Cancelling stops the next renewal, and your plan stays active until the end of the period already paid for.

What a subscription does not buy. Carevo does not charge a commission, a per-connection fee or a success fee, and takes no share of what a provider earns from the care it delivers. The subscription price is the same whether or not a family goes on to use the provider. No provider can pay for a higher position, a badge or an activity rating.

No guarantee of enquiries or outcomes. Carevo does not guarantee how many care requests you will be notified of or able to connect on, that a person will reply to you, or that a connection will become a client. Requests depend on what people ask for in your service areas.

If you list on Carevo you agree to:

• Keep your listing accurate, including your services, service areas, funding types and registration details
• Hold the registrations, checks and insurance the law requires for the services you offer
• Use a person's contact details only to respond to the care request they sent, and handle them in line with privacy law
• Not present a Carevo listing as an endorsement, accreditation or recommendation by Carevo

5. Information on Carevo

Services, areas, languages and funding types are declared by providers and are not checked by Carevo. Counts cover providers listed on Carevo, not every provider operating in an area.

• NDIS registration labels are imported from the NDIS Quality and Safeguards Commission's public provider register. They are a copy taken at a point in time, not a live link.
• Aged care labels are imported from Australian Government aged care provider register data, also at a point in time.
• ABNs shown on profiles are taken from the provider or its website and checked for a valid format. Carevo does not look them up on the Australian Business Register, so use the ABN Lookup link to confirm the business is active.
• A "claimed" profile means the provider has taken control of its listing through a Carevo account. It says nothing about the quality of its care.

Guides, tools and calculators on Carevo are general information. They are not advice about your circumstances.

6. Privacy

Our collection, use and disclosure of personal information is covered by our Privacy Policy and applicable privacy laws. Providers and support workers have their own privacy obligations for information they collect from you.

7. Feedback and complaints

• About Carevo: see our complaints policy or contact us.
• About a provider's care: raise it with the provider first. You can also contact the NDIS Quality and Safeguards Commission or the Aged Care Quality and Safety Commission. Tell us as well if a listing looks wrong or misleading, so we can review it.

8. Limitation of liability

To the extent permitted by law:

• Carevo is a connection platform and is not responsible for the quality, safety or delivery of services by providers or support workers listed on it
• Carevo is not liable for loss or damage arising from services provided by third parties you find through the platform
• Carevo is not liable for any indirect, special or consequential loss or damage, loss of profit, or loss of opportunity

You are responsible for assessing whether a provider or support worker is suitable for your needs.

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 any legislation that cannot lawfully be excluded or limited, including the Australian Consumer Law.

9. Suspension and removal

Carevo may suspend or end access to the platform, or remove or correct a listing, if:

• These Terms are breached
• False or misleading information is provided
• Conduct harms, or puts at risk, people seeking care, providers, support workers or Carevo staff
• A provider asks for its listing to be removed

Ending access to Carevo does not end any agreement between a person and a provider. Those are separate arrangements.

10. Changes to these terms

Carevo may update these Terms to reflect changes in the platform, the law or how the business operates. The updated Terms will be posted on this page and apply from the date they are posted. Continuing to use Carevo after a change means you accept the revised Terms.

11. Governing law

These Terms are governed by the laws of New South Wales, Australia. Any disputes arising under these Terms will be subject to the exclusive jurisdiction of the courts of New South Wales.