NDIS Service Agreement

1. Parties to the Agreement

Parties to the Agreement
This Service Agreement is between:
• Participant / Participant's Representative
• Participant NDIS Number
• Participant's Contact Details

And

• Provider: Highgate Healthcare Pty Ltd (ABN: 17 630 709 161)
• Email: support@highgatehealthcare.com.au
• Phone: 1300 350 350

2. Purpose and Scope

This Service Agreement outlines the provision of goods and/or assistive technology (AT) products purchased through the Highgate Healthcare online store under the National Disability Insurance Scheme (NDIS).

3. Supports and Services Provided

The following supports are included under this agreement:
• Support Category: Core (consumables) / Capital (Assistive Technology) / Other
• Delivery Method: Online purchase via www.highgatehealthcare.com.au
• Delivery Address: Participant's delivery Address
• Support Price: As per NDIS Pricing Arrangements and relevant Highgate product listing
• Funding Type: National Disability Insurance Agency (NDIA)-managed; Plan-managed; Self-managed

4. Payment Terms

• Payment will be processed via the selected method at checkout.
• For NDIA or Plan-managed purchases, a valid NDIS plan must be referenced and payment arranged through the relevant funding manager or portal.
• Orders will be dispatched upon receipt of valid payment or authorisation.

5. Duration of Agreement

This agreement will commence on the date the Participant accepts the terms at checkout and will remain in effect until:
• Completion of the order and delivery of goods, or
• Termination by either party with written notice.

6. Responsibilities of Highgate Healthcare

Highgate Healthcare agrees to:
• Provide goods as ordered and described.
• Ensure goods are fit for purpose as per NDIS categories.
• Communicate in a respectful, inclusive, and culturally sensitive manner.
• Handle complaints and disputes fairly.
• Provide alternatives or refund if items are unavailable or damaged in transit.

7. Responsibilities of Participant / Participant’s Representative

The Participant or their representative agrees to:
• Provide accurate information including NDIS details.
• Notify Highgate Healthcare of any plan changes or contact updates.
• Ensure delivery access is available and timely.
• Treat staff with respect and provide truthful information.

8. Cancellations and Refunds

• Change-of-mind returns are not accepted.
• Refunds or exchanges are permitted for faulty, damaged, or incorrect goods in accordance with Australian Consumer Law.
• Hygiene-sensitive items cannot be returned unless defective.

9. Feedback and Complaints

Feedback or complaints can be made to:
• Customer Service: support@highgatehealthcare.com.au | 1300 350 350
• If unresolved, complaints may be referred to the NDIS Quality and Safeguards Commission: www.ndiscommission.gov.au | 1800 035 544

10. Privacy and Information Use

• Participant information will be used only for service delivery and as required by law.
• All personal data is managed under Highgate’s Privacy Policy.

11. Agreement Review and Termination

• The Participant or Highgate may request a review or terminate this agreement by written notice.
• Termination is effective upon confirmation of notice, subject to finalising any outstanding claims or obligations.

12. Consent and Confirmation

By ticking the box during checkout, the Participant or their Representative confirms:
• They understand and accept this NDIS Service Agreement.
• They consent to the collection and use of their data for order fulfilment.
• They understand their rights to feedback, complaints, and advocacy.
• They agree to receive marketing emails, updates, and special offers, which they can opt out of at any time.