Terms & Conditions

Kindship Terms & Conditions

Whether you’re exploring support for your family, using the Kindship app or asking us to manage your NDIS plan, these Terms explain what you can expect from us and what we ask of you.
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Different services have different arrangements. You only need to follow the sections that apply to the services you use.
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Please contact our team if you need help understanding any part of these Terms. You’re welcome to involve someone you trust.

1. Who we are and what these Terms cover

These Terms cover services provided by:
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• Kindship Group Pty Ltd — ACN 648 460 646.
• Kindship Pty Ltd — ACN 625 713 724.
• Kindship Premium Services Pty Ltd — ACN 662 497 092.
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When we say “Kindship”, “we”, “us” or “our”, we mean the relevant organisation providing your service. Your service agreement, booking information or other service information will identify that organisation.
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Kindship Pty Ltd operates the Kindship app.

These Terms cover our plan management services, the Family Pathways Program delivered by our team, the Kindship app and its self-service Family Pathways walkthrough, customer and member support, websites, webinars, educational resources, events and related communications.

Separate employment, supplier and partnership agreements continue to govern those arrangements.

2. How these Terms work with your other agreements

We make these Terms available so you can read them before deciding to use a service. You agree to them when you accept them, or choose to use a service after we have brought them to your attention and given you a reasonable opportunity to read them.
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Some services also have a separate agreement or booking conditions. We explain these before you agree to the service.
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For example, plan management requires a separate NDIS Plan Management Service Agreement. That agreement sets out the particular services, fees, responsibilities and arrangements for ending or changing your plan management.
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If a service-specific agreement and these Terms say different things about that service, the service-specific agreement applies to that point, subject to the law.

Our Privacy Policy explains how we handle personal information. Accepting these Terms does not provide blanket consent for marketing, sharing sensitive information or using information for unrelated purposes.
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Nothing in these Terms or another Kindship agreement removes rights that cannot lawfully be excluded.
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Using the app, attending a webinar or taking part in Family Pathways does not, by itself, enrol you in plan management or authorise us to claim against your NDIS plan.

3. What you can expect from us

We aim to make support easier to understand and the next steps easier to take.

We will treat you with respect, explain the scope of the service you’re receiving and take reasonable care in the work we do. We will also explain relevant fees, limitations and choices before you commit to a service.
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Please tell us about communication or accessibility needs so we can discuss suitable arrangements.
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You remain free to make your own decisions, seek another opinion, involve an advocate or choose another provider.
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Receiving one Kindship service does not automatically require you to use another. Where a relevant conflict of interest arises, we will explain it and support your choice.

4. Family Pathways: helping you prepare, not deciding the outcome

Family Pathways helps families explore supports that may be available through the NDIS, health services, education, childcare and carer support programs.

You may use the self-service walkthrough in the app or work through the program with our team.
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Depending on the service, we may help you understand possible pathways, organise information, identify useful evidence, prepare questions or documents, and plan what to do next.
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For team-delivered services, we will explain what support is included. Preparing a document or discussing an application does not mean we have submitted it, contacted another organisation or agreed to manage the application for you. We will confirm when that work is part of the agreed service.

A pathway is not an approval

A pathway result reflects the information provided and the rules or guidance used by the program. It is not an official eligibility assessment, a measured probability of approval or a guarantee of funding.
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A result described as “likely” means the pathway may be worth exploring. It can still be declined. A cautious result does not necessarily mean you are ineligible or should not seek advice or apply.
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The relevant organisation makes the decision. For example, the NDIA decides NDIS access applications; Kindship does not.
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Other supports depend on the relevant school, education authority, health professional, service or funding program.
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Any government funding or collaboration supporting a Kindship program does not give us authority to make those decisions.

Information can change

We take reasonable steps to keep our information current, but laws, program rules and local services can change. A tool may not capture every exception or every aspect of your circumstances.
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Check the date and any version information on a saved document before relying on it later. For important decisions, check the current requirements with the relevant organisation.
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Please tell us when you find something that appears incorrect.

Professional advice and urgent help

Family Pathways and our general educational resources are not a diagnosis, medical treatment, individual legal advice or personal financial or investment advice.
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They do not replace a qualified professional who can assess your circumstances. This does not reduce our responsibilities when providing agreed plan management or other services.
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Do not delay seeking professional help because of an app result or a planned appointment with us. Our app and support channels are not emergency services. In an emergency, call 000.

5. Plan management

Our plan management service helps you manage the financial administration of your plan-managed NDIS supports. This includes checking and processing invoices and claims, arranging payments, keeping records, monitoring spending and providing budget information. Plan management is different from support coordination.
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Your Plan Management Service Agreement explains the services we have agreed to provide and the relevant processes and timeframes.

Working together on your budget

Please give us accurate information, tell us about relevant changes to your plan or circumstances, review the information we send and raise concerns when something does not look right.
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You have responsibilities in managing your supports and spending. We also have responsibilities to monitor budgets, check claims and provide information. Asking you to stay involved does not remove our responsibilities as your plan manager.
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Budget information may not yet reflect invoices that have not reached us or commitments we have not been told about.

Checking and paying invoices

We may need clarification, supporting documents, confirmation that a service was delivered or other information before processing a claim.
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We may need to hold or decline a claim where funding is unavailable, required information is missing or the claim does not meet applicable requirements. Where we can, we will explain the reason and what can happen next.
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We cannot promise that the NDIA will approve every claim or that external payment systems will always operate without delay. We remain responsible for carrying out our own work with the care required by law and your agreement.

A rejected claim does not, by itself, create a new agreement for you to pay Kindship personally. Any personal payment obligation depends on the applicable agreement and the law. Your separate agreement with a support provider may also be relevant.

6. The self-service Kindship app

The current self-service Family Pathways app is free for families to use and does not require an account.
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You do not need to become a Kindship plan management member to use it. If we introduce an optional paid service, we will explain the cost and ask you to agree before charging you.
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The app is designed for parents, carers and family members aged 18 or over, using it in Australia to explore support for a child in their care. It is not designed for children to use independently.
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This app-specific age requirement does not set a minimum participant age for our other services.

Stopping or clearing your answers

There is no app account to cancel. You can stop using the app at any time.

Your detailed pathway answers are saved in your browser, as explained in our Privacy Policy. You can remove them through /clear or by clearing the website’s data in your browser settings.
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Someone with access to your device or browser profile may be able to see saved answers. Please consider this when using a shared device.
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Clearing browser data does not remove documents you have downloaded or copies you have shared with others.

7. Your pathway documents and other resources

Your device creates and downloads your self-service pathway document. Kindship does not receive a copy simply because you generate or download it.

Please save it somewhere you can find it again. We cannot retrieve a copy that exists only on your device.
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You can save, print, adapt and share your pathway document or completed templates for your family’s care, support and applications. This includes sharing them with a GP, teacher, therapist, support coordinator, advocate or government agency.

A professional supporting your family may use the document for that purpose, including as part of their paid work. You do not need separate permission from Kindship.
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Before submitting or sharing a document, check that it accurately reflects your circumstances. A template or pathway summary is not a professional assessment, clinical report or official decision.
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Unless we expressly agree otherwise, you remain responsible for sending documents to the intended recipient and checking relevant deadlines. This does not remove our responsibility for any submission or follow-up work we have agreed to undertake.
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The wider rules about republishing Kindship content are in section 15.

8. Information, authority and account security

Please provide information that is accurate and current to the best of your knowledge.
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For Family Pathways, describe the situation as it really is, including changes between days or settings and the help that makes activities possible. You do not need to downplay difficulties or leave out harder days.
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Please do not knowingly provide false information, fabricate evidence or submit claims for services that were not delivered.
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Mistakes happen. If you notice an error in information shared with our team, please tell us so we can help address it. You can update locally stored app answers on your device.

Acting for someone else

Only give instructions or share information on someone else’s behalf where you have appropriate permission or legal authority.
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For services delivered by our team, we may need to check that authority and its limits. We respect the participant’s own rights, views and decision-making capacity.

Accounts used for other services

Although the self-service app does not need an account, another Kindship service may use an account or secure portal.
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Where you use one, take reasonable steps to protect your sign-in details and tell us promptly if you suspect unauthorised access.
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You are not automatically responsible for every action taken through an account, regardless of how it happened. Responsibility depends on the circumstances and the law, including our own security obligations.

9. Fees, bookings and changes to appointments

We will explain any fees, funding arrangements, payment terms and relevant cancellation conditions before you agree to a paid service.
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Some services may be free or funded through a program. Others may involve an agreed fee. Using one service does not authorise charges for another.
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For NDIS-funded services, charges and claims must be consistent with your agreement and applicable NDIS requirements. The general booking arrangements below do not create permission to charge an NDIS cancellation fee.

Changing an appointment

For appointments with our team, please give at least 24 hours’ notice where possible if you need to cancel or reschedule, unless a different arrangement has been explained and agreed.
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We understand that family circumstances can change unexpectedly. If that notice is not possible, let us know as soon as you can.

Rescheduling depends on availability.
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A cancellation or missed-appointment fee applies only where it was clearly explained and agreed beforehand and is permitted by law and any applicable funding rules. The request for 24 hours’ notice does not, by itself, create a fee.

When we need to change a booking

We will let you know as soon as reasonably possible and discuss available alternatives.
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If we cancel a paid booking and you do not accept a suitable alternative, we will refund the amount prepaid for the cancelled service. This does not limit any additional rights you have under the law.

10. Privacy and AI-enabled tools

Our Privacy Policy explains what information we collect, how we use it, who may access it, where it may be handled and how you can exercise your privacy rights.

The app and services delivered by our team handle information differently. In particular, information you send to our team becomes information we receive, even where a copy originally came from your locally generated pathway document.
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We use AI-enabled software in some administrative activities, including invoice processing. AI features in workplace software may also assist with emails and documents.
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Our use of these tools does not remove our privacy responsibilities or give us unrestricted permission to use information for new purposes. Privacy obligations can apply to both information put into an AI system and personal information produced by it.
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You can raise a concern about how a tool has been used, ask our team to review a service issue or request correction of personal information.
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Accepting these Terms does not provide blanket consent for unrelated AI training, public sharing of personal information or other uses requiring separate consent.

11. Service messages and newsletters

We may contact you about a service you receive, including appointments, payments, support enquiries and important changes.
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Marketing is separate. We send newsletters and promotional messages where we have the consent required by law. Accepting these Terms does not automatically subscribe you to all Kindship marketing.
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You can unsubscribe through the instructions in a message or by contacting us. We action electronic marketing unsubscribe requests within five working days, without charging you or requiring an account.
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You may still receive essential, non-promotional messages about an ongoing service.
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Choosing not to receive optional marketing does not affect your entitlement to an agreed service.

12. Webinars, events and group activities

Please treat other participants and our team with respect.
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People may share personal experiences in a group setting. Do not record, photograph, publish or share another person’s contribution without appropriate permission or another lawful basis.
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We explain any recording or transcription we propose before it happens, including its intended use, and obtain consent where required. You can contact us about participation options if you do not wish to appear in a recording.

Attending an event does not give Kindship general permission to use your story, image or personal information for promotion.
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Information shared in an educational or group session may not be suitable for every family. Ask for clarification before applying it to your circumstances.

13. Other providers, organisations and websites

Our resources may name or link to providers, government services, community organisations and other websites.
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Service details, eligibility, fees, opening hours and availability can change. Please check important details directly with the organisation, especially before making a booking or travelling.
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A listing does not, by itself, mean Kindship endorses the organisation or has checked every aspect of its services.
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If we have a financial, referral or other relationship that could affect a recommendation, we will explain the relevant relationship so you can make an informed choice.
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You are free to choose another provider.
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Other organisations are responsible for the services they provide and their own terms and privacy practices. This does not remove our responsibility for our own conduct or for work carried out on our behalf.

14. Using Kindship services fairly

Please do not use our services to harm someone, break the law or interfere with other people’s access.
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In particular, do not attempt to access information without authority, bypass security controls, introduce malicious software or deliberately overload our systems.
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Do not present a Kindship pathway, template or summary as an official decision from the NDIA, a school, a health professional or another organisation.
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Do not use automated tools to extract our original content in bulk for unauthorised republication. This does not restrict uses permitted by law or permission we have expressly given.
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These rules do not prevent you from making a complaint, sharing an honest review, seeking advocacy or reporting a security concern responsibly.

15. Kindship content and your materials

Kindship, or the relevant rights holder, owns the rights in our original software, designs, branding, written resources and other protected materials.
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You may use our resources for their intended purpose, including understanding and arranging support for yourself, your family or someone you are authorised to assist.
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The permission to use and share completed pathway documents and templates is explained in section 7.
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Unless permitted by law or an applicable licence, you need our written permission to republish substantial parts of our original content commercially, sell our resources as your own or copy protected software or designs.
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We do not claim ownership of legislation, government publications or materials belonging to other people. Any applicable third-party copyright and licence conditions still apply.
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You keep any rights you have in materials you provide. Sharing them with us allows us to handle them for the agreed service and other lawful purposes described in our Privacy Policy. It does not give us unrestricted ownership or permission to publish them.

16. Availability and changes to services

We take reasonable steps to keep our online services working, but maintenance, technical faults and events outside our reasonable control can interrupt access.

We may update screens, resources, questions and functionality to improve services, correct information or respond to legal and operational changes.

Where a change materially affects an ongoing service, we will explain it and provide reasonable notice where practical. We may need to act sooner to address a serious security issue or meet a legal requirement.
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An interruption to the app does not, by itself, end a separate plan management or other service agreement.
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If we withdraw a paid service and cannot provide an agreed alternative, we will refund any prepayment for the part we do not provide. Your other legal rights remain.
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We will not use an availability statement to avoid responsibility for a failure for which we are responsible under the law.

17. Stopping a service or restricting access

You can stop using the free self-service app at any time.
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For booked or ongoing services, the applicable agreement explains how to cancel, change providers or end the service. We will explain relevant notice requirements and any lawful charges.

When we may restrict access

We may restrict access where reasonably necessary to address a serious safety or security risk, unlawful use, or a material or repeated breach of these Terms.

We will keep the response proportionate. Where practical, we will explain the concern and give you a reasonable opportunity to address it before taking action.
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If immediate action is needed, we will explain the reason as soon as reasonably possible, unless doing so would be unlawful or create a further serious risk.

You can ask our team to review the action.
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Making a complaint, seeking advocacy, disagreeing with us or choosing another provider is not, by itself, a reason to restrict your service.

Ongoing supports

Ending or suspending plan management or another ongoing service must also follow the relevant service agreement and applicable obligations.
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Where a service ends, we will work with you on an appropriate handover and the lawful transfer of relevant information. Leaving one Kindship service does not automatically end another.

18. Your consumer rights and our responsibility

Nothing in these Terms takes away rights or remedies that cannot lawfully be excluded.
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Where the Australian Consumer Law applies, services must be provided with due care and skill. Other guarantees may also apply, including suitability for an agreed purpose and supply within a reasonable time where no timeframe has been agreed.
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If a service does not meet an applicable guarantee, you may be entitled to a remedy. Depending on the circumstances, this may include having the problem fixed, cancellation, a refund or compensation. We do not limit all remedies to supplying the service again.
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Compensation may include reasonably foreseeable loss caused by a failure to meet a consumer guarantee. Describing a loss as “indirect” or “consequential” does not automatically remove that right.

Being clear about outcomes

We cannot promise that an external organisation will approve an application, provide funding or offer a service.
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We are not responsible for an independent decision simply because we helped you prepare for it. However, that does not excuse an error, breach or other conduct by Kindship for which we are legally responsible.
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Similarly, asking you to check information or keep documents does not transfer all responsibility for our services to you.

19. When something isn’t right

Please contact us if you have a concern about a service, a charge, information we have provided or how you have been treated.
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You can involve a representative, advocate or support person.

We aim to acknowledge complaints within two business days and resolve them within ten business days where possible. We aim to provide a written response within 30 calendar days of receiving your complaint.
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If more time is needed, we explain why and give you an expected response date.

Our response will explain what we found, any action we are taking and your options for taking the concern further. You can ask for a senior manager to review the matter.

External help

For concerns about the quality, safety or conduct of NDIS supports and services, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544. You do not have to obtain our permission or complete our complaints process first. The Commission does not decide NDIS access or funding applications.

For privacy complaints, you can contact the Office of the Australian Information Commissioner (OAIC). It generally expects you to complain to us first and allow 30 days for a response. Its enquiry number is 1300 363 992; formal complaints must be made in writing.
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For consumer matters, you can contact your state or territory consumer protection agency. In South Australia, Consumer and Business Services can be contacted on 131 882.
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Nothing in these Terms prevents you from contacting a regulator, seeking legal advice or pursuing an available remedy through a court or tribunal.

20. Changes to these Terms

We may update these Terms when our services, legal obligations or operating arrangements change.
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The current version will show its update date.
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For a change that materially affects an ongoing service, we will provide reasonable advance notice, explain what is changing and tell you when it will take effect. Notice may be provided through the app, our website or direct communication, depending on the service.
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A shorter notice period may be necessary to meet a legal requirement or address a serious security risk.
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Changes will not retrospectively impose new charges or remove rights relating to services already supplied.
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If a change materially disadvantages you, we will explain your option to stop the affected service before the change applies, without an exit fee arising from that change, and receive a refund of any unused prepayment. Lawful amounts already owed for services provided remain payable.
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Where your agreement or the law requires your consent to a change, we will obtain it.
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Publishing revised Terms does not, by itself, rewrite an existing signed service agreement.

21. The law that applies

These Terms are governed by the laws of South Australia and applicable Commonwealth laws.
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The courts of South Australia have non-exclusive jurisdiction. This means these Terms do not prevent you from using another court or tribunal where you have a legal right to do so.
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Nothing here removes protections that apply to you under other mandatory laws.

If a provision is unlawful or unenforceable, it does not apply to that extent. The remaining provisions continue where they can lawfully operate.
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These Terms and any applicable service agreement record the arrangements for the relevant service. They do not erase rights arising from representations or promises on which you are legally entitled to rely.

22. Contact us

For questions, support or complaints:

Email: hello@kindship.com.au
Member support: members@kindship.com.au
Phone: 1300 057 084

Post:
Kindship
Suite 17, Stone & Chalk Startup Hub
Lot Fourteen, North Terrace
Adelaide SA 5000

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