CareHub Terms and Conditions

Last updated: 2 September 2026

These Terms replace the version that stood on this page before 2 September 2026, which was marked as a draft while it was being served. What changed: the draft marking is gone and these Terms now take effect; Section 4 sets out an organisation's own obligation to give its workers any workplace surveillance notice the law requires; Section 15 says plainly that CareHub is not a private channel; and Sections 12, 13 and 14 have been aligned with the Australian Consumer Law. The party you are contracting with has not changed.

These Terms and Conditions ("Terms") govern your use of the CareHub app, website, and related services (together, the "CareHub Platform"), operated by Nardos Israel Zewde, an Australian sole trader, trading as Nardos' Studio (ABN 11 994 735 678) ("CareHub," "we," "us," or "our"). CareHub is the name of the platform; Nardos Israel Zewde t/a Nardos' Studio is the person you are contracting with.

CareHub is workforce software. It is licensed to organisations that deliver disability and care services in Australia, most of which are registered NDIS providers. If your organisation has licensed CareHub, your organisation is our customer, and you use the platform under your organisation's licence and on the terms your organisation sets in addition to these Terms.

By creating an account or using the CareHub Platform, you agree to these Terms. If you do not agree, please do not use the platform. These Terms take effect on the date shown above and replace any earlier version.

If you obtain the CareHub app through the Apple App Store or Google Play, those stores' end-user licence terms also apply to your installation and use of the app, in addition to these Terms.

1. Who can use CareHub

To use CareHub, you must:

- Be at least 18 years old, or be using the platform under the supervision of your employer or care organisation.

- Have the legal authority to enter into these Terms.

- Provide accurate and complete information when registering.

- Use CareHub only for lawful purposes related to care management.

CareHub is designed for care providers, support workers, administrators, clients (participants), and their authorised family members or representatives.

Most accounts are created by an organisation for its own workers and the people it supports. If your account was created by an organisation, that organisation decides what you can see and do in the platform, and it may change or close your access.

2. Your account

When you create an account, you are responsible for:

- Keeping your login details secure and confidential.

- All activity that happens under your account.

- Notifying us immediately at support@carehq.au if you suspect unauthorised access.

You must not share your password or let anyone else use your account. If your account is part of an organisation, your organisation may set additional rules about how you can use it.

CareHub is a work system, not a personal one. Records you create in it — including shift notes, incident reports, and messages you send to other users through the app — belong to your organisation's records and can be seen by the people in your organisation who are authorised to see them. Section 15 and our Privacy Policy explain this in more detail.

3. Acceptable use

When using CareHub, you must not:

- Use the platform in a way that breaks any law, including the NDIS Code of Conduct (NDIS (Code of Conduct) Rules 2018) where it applies to you.

- Upload or share content that is false, misleading, offensive, defamatory, or violates someone's privacy.

- Attempt to access information or accounts that don't belong to you.

- Interfere with the platform's security or normal operation.

- Copy, modify, distribute, or resell any part of the CareHub Platform.

- Use automated tools, such as bots or scrapers, to access the platform without our permission.

- Use the platform to harass, threaten, or harm any person.

We may suspend or terminate your access if we reasonably believe you have breached these Terms.

4. Content you upload

You keep ownership of the information and content you upload to CareHub, such as care notes, client information, photos, and documents. As between us and your organisation, the records created in your organisation's account belong to your organisation.

By uploading content, you grant CareHub a non-exclusive, royalty-free, worldwide licence to store, host, display, process, and transmit that content for the sole purpose of providing the platform to you and your organisation. This licence includes the right for CareHub to sublicense the necessary processing rights to the subprocessors listed in our Privacy Policy (such as our cloud-hosting, communications and AI providers) solely so they can perform those services on our behalf. The licence ends when the content is deleted from the platform in accordance with our Privacy Policy.

You are responsible for ensuring you have the right to upload any information you add, including:

- Permission from clients or their representatives to store their personal and health information.

- Consent for uploading photos of clients, staff, or other people.

- Compliance with privacy laws that apply to your care organisation.

If you are a care organisation, you are also responsible for meeting your own obligations to your workers before you rely on the parts of CareHub that monitor them. That includes giving any workplace surveillance or monitoring notice the law of your state requires before you rely on management access to in-app messages, or switch on location and travel recording. In New South Wales that obligation comes from the Workplace Surveillance Act 2005 (NSW), which requires written notice at least 14 days before that kind of surveillance starts. CareHub provides notice templates and in-app notices to help you do this, but issuing the notice and satisfying the law that applies to your workers remains your responsibility, not ours.

5. Our role and clinical disclaimer

CareHub is a software platform. We provide the tools. Your care organisation provides the care.

This means:

- We are not a care provider, healthcare provider, or employer of your organisation's workers.

- We do not deliver, supervise, or take responsibility for the care services recorded on the platform.

- Decisions about client care, staff scheduling, and clinical matters remain the responsibility of the care organisation and its qualified staff.

- We do not verify the accuracy of information entered by users.

- We do not monitor workers on an organisation's behalf, decide who inside an organisation may see a record, or exercise the oversight the platform makes possible. The organisation configures and uses those features and is accountable for how it uses them.

- CareHub includes features that use AI to extract or summarise information from documents, recordings, and notes. AI-derived outputs are intended only as drafts for human review. They are not medical, clinical, legal, or financial advice. Users remain responsible for verifying any AI-derived output before relying on it.

For care organisations that require a Data Processing Agreement governing CareHub's processing of personal information on the organisation's behalf, please contact support@carehq.au.

6. Availability of the platform

We work hard to keep CareHub available and running smoothly, but we cannot guarantee uninterrupted access. The platform may occasionally be unavailable due to maintenance, updates, technical issues, or events outside our control.

We may add, change, or remove features at any time. Where changes are significant, we will let you know in advance where reasonably possible.

CareHub is not an emergency service and must not be relied on to raise an alarm. In an emergency, call 000.

7. Fees and payment

If your use of CareHub is subject to a subscription or other fees:

- Fees will be set out in your subscription plan, licence agreement, or invoice.

- Payments are charged according to the billing cycle you have selected.

- Subscriptions automatically renew unless cancelled before the next billing date.

- Fees are non-refundable except where required by Australian Consumer Law.

Where an organisation licenses CareHub for its workers, the organisation pays the fees. Individual workers are not charged for using an account their organisation has provided.

We may change pricing from time to time. We will give you reasonable notice before any price change takes effect.

8. Cancellation, termination, and deletion

You may close your account at any time by contacting us at support@carehq.au, or by requesting deletion as described in Section 13 of our Privacy Policy.

We may suspend or terminate your access if:

- You breach these Terms.

- Your subscription is unpaid.

- Your organisation's agreement with us ends.

- We are required to do so by law.

When your account is closed, your access to the platform ends. We will handle any remaining data in accordance with our Privacy Policy. Where law requires us or your organisation to retain certain records (for example, NDIS participant records, employee records, or financial records), those records are retained for the minimum period required and then deleted.

An in-app account-deletion control is on our roadmap. Until it is available, account deletion is initiated by email per the Privacy Policy.

9. Intellectual property

The CareHub Platform, including its software, design, logos, and content (other than user-uploaded content), is owned by CareHub or our licensors and is protected by copyright and other intellectual property laws.

You may not copy, modify, reverse engineer, or create derivative works from the platform without our written permission, except to the extent that restriction is not permitted by law.

10. Third-party services and subprocessors

CareHub relies on the third-party services listed in our Privacy Policy, including Supabase, Vercel, Twilio, Google, Anthropic, our email, push notification and translation providers, our call relay provider, and OpenStreetMap Nominatim. We remain responsible for our use of those services as described in our Privacy Policy. Your use of any standalone third-party service that we link to from within the CareHub Platform is governed by that service's own terms and privacy policy.

11. SMS communications

Where you receive SMS messages from CareHub (for example, verification codes or shift reminders), those messages are sent via Twilio. You consent to receiving operational SMS while you have an active CareHub account. You can opt out of non-essential SMS at any time by replying STOP or by changing your notification settings in the app. We comply with the Spam Act 2003 (Cth) for any commercial electronic messages.

12. Disclaimers

To the extent permitted by law:

- The CareHub Platform is provided "as is" and "as available."

- We do not guarantee that the platform will be error-free, secure, or meet your specific requirements.

- We do not provide medical, legal, or professional advice through the platform, including through any AI-derived outputs.

- Information entered or stored on the platform is the responsibility of the user who entered it.

Nothing in these Terms excludes any consumer guarantees or rights you have under the Australian Consumer Law that cannot lawfully be excluded. Where we are liable for a failure to comply with a consumer guarantee in respect of services, and the failure does not relate to a guarantee that cannot be limited, our liability is limited to resupplying the services or paying the cost of having them resupplied.

13. Limitation of liability

To the maximum extent permitted by law, CareHub is not liable for:

- Loss of profits, revenue, business opportunities, or goodwill.

- Loss or corruption of data.

- Indirect, consequential, or special losses.

- Any harm caused by user-entered information, decisions made based on the platform, or actions of other users.

Where our liability cannot be excluded by law, our total liability to you is limited to the greater of (a) the amount you have paid us for the platform in the 12 months before the event giving rise to the claim, or (b) AUD $10,000.

Nothing in these Terms limits or excludes liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by our negligence, or for fraud.

14. Indemnity

To the extent permitted by law, you agree to indemnify CareHub against any claims, losses, or costs arising from:

- Your breach of these Terms.

- Your misuse of the platform.

- Content you have uploaded.

- Your breach of any law or third-party rights.

This indemnity does not apply to the extent the claim, loss or cost was caused by our own breach, negligence, or unlawful act.

15. Privacy and monitoring in the workplace

Your privacy is important to us. Our handling of personal information is set out in our Privacy Policy, which forms part of these Terms.

Two points matter enough to state here as well. First, CareHub is not a private channel: messages sent through the app can be read by the authorised administrators and directors of the organisation whose account you are using, and a record of who messaged whom and when is retained. Second, where an organisation has switched on location and travel recording, the app records location while a worker is clocked in to a shift, and shows an on-screen notice while it is doing so. Both features are described in our Privacy Policy and in the notices the app gives you, and both are the responsibility of the organisation that switches them on, as set out in Section 4.

Messaging, calls and workplace surveillance

This part is the notice the app used to show on a full screen the first time you opened Messages. It now lives here, and you accept it when you tick the box in the app. Please read it once; it is short, and it is the honest description of what the organisation you work for can see.

Messages you send in CareHub are work records, not private messages. The directors of your organisation, and the administrators it authorises, can read them. This is true of one-to-one chats and group chats alike.

The record of who you messaged and when is kept, even where the message itself is not. Our Privacy Policy sets that retention at seven years.

Disappearing messages clear the chat, not the record. Only a director can switch disappearing messages on for a conversation. While a disappearing message is on screen it can be read by anyone who can see that conversation, including a director. After it clears from your chat, the organisation keeps a copy in its records, as NDIS record keeping requires, and you will not be able to see it again. Anything already read, screenshotted or copied stays read, screenshotted or copied. Because of that, do not use disappearing messages to record anything about a participant: if it matters for someone's care it belongs in their notes, where it will still be there tomorrow.

Calls you make in the app leave a record too: who called whom, when, whether it was answered, and how long it lasted. Directors and authorised administrators can see that record, the same as they can see who you messaged. The call itself is not recorded and nobody can listen back to it, unless a transcription feature is switched on and both people on the call have agreed to it before the call connects.

What your organisation can see is what is in CareHub: what you send in the app and what you add to it. CareHub does not read your phone's other messages, photos, contacts or apps.

If your organisation is in New South Wales: reading employees' messages in a work system is computer surveillance under the Workplace Surveillance Act 2005 (NSW). That Act requires your employer to give you written notice at least 14 days before such surveillance starts and to have a surveillance policy you have been told about. Ticking the box in the app records that you have read this description; it does not shorten that 14 days, it is not itself your employer's surveillance policy, and it does not make any earlier monitoring lawful. You are entitled to ask your organisation when its oversight of messages began and what notice you were given, and its contact details are in the app under Settings.

If your organisation is in another state or territory, the description above of what CareHub does is still accurate; what differs is the notice your employer is legally required to give you under the law of that state. Your organisation is responsible for giving you that notice.

16. Changes to these Terms

We may update these Terms from time to time. If we make material changes, we will let you know through the app or by email before the changes take effect. The "Last updated" date at the top of these Terms shows when they were last changed.

If you continue to use the CareHub Platform after changes take effect, you agree to the updated Terms. If you don't agree, you can close your account.

17. Governing law

These Terms are governed by the laws of New South Wales, Australia. Any disputes will be handled in the courts of that state.

18. General

If any part of these Terms is found to be invalid, the rest of the Terms remain in effect.

Our failure to enforce any part of these Terms does not mean we waive our rights.

You may not transfer your rights under these Terms. We may transfer ours to a related entity, or to a buyer of the business, and will tell you if that happens.

These Terms, together with our Privacy Policy and any licence agreement between us and your organisation, are the entire agreement between you and CareHub regarding the platform. Where a signed licence agreement with an organisation says something different, that agreement prevails for that organisation.

19. Contact us

If you have questions about these Terms, please contact:

Nardos Israel Zewde t/a Nardos' Studio

ABN 11 994 735 678

7 Dempster Cres, Regents Park NSW 2143

Privacy enquiries: privacy@carehq.au

Support: support@carehq.au