Terms of Service

1. Acceptance of Terms

By browsing this website, submitting a referral form, or signing a Lumivera Service Agreement, you agree to comply with and be bound by these Terms of Service, along with our Privacy Policy. If you disagree with any segment, please terminate use of our online platform.

2. NDIS Service Agreements

All direct care support and planning services rendered by Lumivera are governed by an official, signed NDIS Service Agreement between Lumivera (the Provider) and the Participant or their nominee.

The Service Agreement outlines the specific schedule of supports, clinical goals, hours of care, and funding categories in accordance with NDIS requirements.

3. Support Fees & NDIS Pricing

Our fees are strictly structured in accordance with the latest NDIS Price Guide published by the National Disability Insurance Agency (NDIA). We do not charge fees exceeding NDIS price limits for standard support categories.

• Agency Managed: We lodge claims directly with the NDIS portal.
• Plan Managed: Invoices are sent directly to your nominated Plan Manager.
• Self Managed: Invoices are sent to you for payment within 7 business days of delivery.

4. Cancellations Policy

Lumivera Support Services operates under the NDIS short-notice cancellation guidelines. If you need to cancel a scheduled support worker booking, you must notify us in advance:

• Cancellations made within 2 business days of the booking will attract a short-notice cancellation fee equal to 100% of the scheduled support costs, as permitted under NDIA rules.
• Notification must be submitted via phone or email during our standard operating hours (9:00 AM – 5:00 PM AEST, Monday to Friday).

5. Responsibilities of Participants

To ensure a safe and respectful working environment for our certified staff members, participants and families agree to:

• Maintain open and honest communications regarding support needs, medical changes, and risks.
• Ensure their home environment is safe and free from hazards for home care and SIL services.
• Provide a respectful working environment free from harassment, abuse, or violence.

6. Limitation of Liability

To the maximum extent permitted by Australian Consumer Law, Lumivera is not liable for indirect, incidental, or consequential losses, damages, or injuries arising from the scheduling, delay, or suspension of care supports, unless caused by our direct professional negligence or willful misconduct.

7. Governing Law

These terms are governed by the laws of Victoria, Australia, and any disputes arising out of the website use or care supports will be subject to the exclusive jurisdiction of the courts of Victoria.