Terms of Service

These Terms of Service (“Terms”) form a legally binding agreement between you and Inevara Pty Ltd (ABN [TBD — confirm with Inevara Pty Ltd before public launch]) (“Inevara”, “we”, “us”, or “our”) governing your use of the HAVEN platform, accessible at app.withhaven.io and associated applications (collectively, the “Platform”).

By creating an account, accessing, or using the Platform, you agree to be bound by these Terms and our Privacy Policy, which is incorporated into these Terms by reference.

If you do not agree to these Terms, you must not create an account or use the Platform.

You must be at least 18 years of age to create an account or use the Platform. You may use the Platform on behalf of a care recipient (such as an elderly parent or person with disability) provided you have lawful authority to do so (e.g. Power of Attorney, guardianship, or the care recipient’s consent).

The Platform is primarily intended for users located in Australia.

3.1 What HAVEN is

HAVEN is an online aged care and disability support marketplace. We connect consumers (individuals seeking care for themselves or a family member) with independent care workers and care organisations (“Providers”) including home care workers, NDIS support workers, registered nurses, dementia care specialists, and respite carers.

HAVEN uses AI-powered matching technology to surface Providers whose qualifications, funding type acceptance, service areas, and care experience align with your specific care needs.

3.2 What HAVEN is not

Inevara is a technology platform operator, not a provider of aged care or disability support services. All care services are performed by independent Providers who are separate legal entities from Inevara. We do not employ Providers and do not direct or control the manner in which they perform their services.

3.3 NDIS compliance

Providers who offer NDIS-registered services on the Platform are independently registered with the NDIS Quality and Safeguards Commission. Inevara does not guarantee that any Provider maintains current NDIS registration. Participants are responsible for verifying Provider registration status where required under their NDIS plan management arrangement.

4.1 Registration

To access most Platform features, you must register for an account. You agree to provide accurate, current, and complete information and to keep your account information up to date.

4.2 Account security

You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. You must notify us immediately at [email protected] if you become aware of any unauthorised use of your account.

4.3 Account suspension and termination

We reserve the right to suspend or terminate your account if we reasonably believe you have breached these Terms, engaged in fraudulent or harmful conduct, or if required to do so by law.

5.1 Making a booking

A booking is confirmed when the Provider accepts the request and a successful payment authorisation is obtained. By making a booking, you enter into a direct service agreement with the relevant Provider.

5.2 Provider obligations

Providers who accept a booking agree to: (a) hold all required qualifications, registrations, and clearances (including NDIS Worker Screening, National Police Check, and Working with Vulnerable People clearance where applicable); (b) deliver the booked service at the agreed time and location; (c) comply with applicable workplace health, safety, and quality obligations.

5.3 Cancellations

Cancellation policies are set by individual Providers and displayed before you confirm a booking. Cancellation fees (if applicable) are processed in accordance with the Provider’s stated policy.

Payments are processed by third-party payment service providers. All prices are in Australian Dollars (AUD) unless otherwise stated. Applicable taxes (including GST) will be calculated and displayed before you confirm payment.

Nothing in this Section limits any rights you may have under the Australian Consumer Law (Competition and Consumer Act 2010 (Cth), Schedule 2).

HAVEN is committed to the safety and wellbeing of all care recipients. If you become aware of a safety incident, abuse, neglect, or exploitation involving a care recipient or Provider, you must:

• Contact emergency services (000) if there is immediate risk of harm
• Report the incident to us at [email protected]
• Report to the NDIS Quality and Safeguards Commission (1800 035 544) where an NDIS-registered Provider is involved
• Report to the Aged Care Quality and Safety Commission (1800 951 822) where a Commonwealth-funded provider is involved

You must not use the Platform to:

• Violate any applicable law, regulation, or court order
• Engage in fraud, misrepresentation, or deception
• Harass, abuse, or threaten any other user
• Provide false information about qualifications, registrations, or clearances
• Exploit, abuse, or neglect any care recipient
• Use automated tools to scrape or interfere with the Platform
• Solicit care arrangements outside the Platform to avoid Platform fees

To the maximum extent permitted by law, the Platform is provided “as is” without warranties of any kind. We do not warrant that AI matching recommendations will be accurate or will meet your care needs. We do not make representations about the qualifications, suitability, or reliability of any Provider. We encourage you to conduct your own due diligence before booking.

10.1 Australian Consumer Law carve-out

Nothing in these Terms limits or excludes any guarantee, warranty, right, or remedy that cannot lawfully be excluded under the ACL or any other applicable Australian law.

10.2 Limitation where permitted

To the maximum extent permitted by law, Inevara’s liability to you for any claim arising out of or related to your use of the Platform is limited to the fees paid to Inevara in the 12 months preceding the claim.

10.3 Provider liability

Inevara is a marketplace platform and is not responsible for the acts or omissions of Providers, including harm to care recipients or dissatisfaction with the quality of care services. Your recourse for such claims is against the Provider directly.

11.1 Governing law

These Terms are governed by the laws of the State of Queensland, Australia. You and Inevara submit to the exclusive jurisdiction of the courts of Queensland and the Federal Court of Australia.

11.2 Dispute resolution

Before commencing formal proceedings, the parties agree to attempt in good faith to resolve any dispute by first notifying the other party in writing and engaging in reasonable negotiations for at least 20 business days.

11.3 Entire agreement

These Terms (including the Privacy Policy) constitute the entire agreement between you and Inevara with respect to your use of the Platform.

If you have any questions about these Terms, please contact us: