1. About these Terms

These Terms and Conditions (“Terms”) govern your purchase and use of the NDIS Registration Platinum Packages, NDIS Documentation Template Packages (also sold as NDIS Standard Packages), Add-On Services and the Provider Hub membership supplied by Connect and Grow Pty Ltd (ACN 656 839 253) trading as Provider360 (“Provider360”, “we”, “us” or “our”).

By purchasing, accessing or using any of our packages, services, or the Provider Hub, you (“the Client”, “you” or “your”) agree to be bound by these Terms. If you do not agree, do not purchase or use them.

These Terms apply to all of the following, including their different versions, tiers and inclusions:

• NDIS Registration Platinum Packages — done-for-you registration support packages (for example, the NDIS Mega Platinum Package, NDIS Certification Platinum Package and NDIS Verification Platinum Package).
• NDIS Documentation Template Packages — documentation-only packages (for example, the NDIS Verification, Certification/Core, individual Supplementary Module, and NDIS Mega Documentation Packages), which are marketed and sold on our website as NDIS Standard Packages.
• Add-On Services — the NDIS Pre-Audit Review Service, the NDIS Documentation Editing Service, and the NDIS Provider Registration Application Submission Service.
• Provider Hub — our online compliance membership platform.

These Terms also apply to the NDIS Consulting Package/Service, a legacy service offered before 2023. The terms that apply to NDIS Registration Platinum Packages also apply to that service.

Product names, package names, tiers, bundles and marketing descriptions may change from time to time. Where a package is renamed, rebranded, restructured, split or combined, these Terms continue to apply to the equivalent package under its new name, and to any legacy package under its former name. Renaming or rebranding a package does not change its inclusions. A Discontinued Product is not the equivalent of any current product, and a client who holds a renamed, rebranded or Discontinued Product does not receive the inclusions of any other, newer or current product (see Section 14.3).

2. Definitions

In these Terms, unless the context requires otherwise:

• “Add-On Service” means an optional service purchased in addition to a package — namely the NDIS Pre-Audit Review Service, the NDIS Documentation Editing Service, and the NDIS Provider Registration Application Submission Service. An Add-On Service may be purchased either as part of the same order as the Package or separately after the Package has been purchased.
• “AI Tools” means artificial intelligence, machine learning and large language model tools, whether operated by us or supplied by a third party, including but not limited to Claude (Anthropic), ChatGPT (OpenAI), Microsoft Copilot, Google Gemini, and any equivalent or successor system.
• “Approved Quality Auditor” (AQA) means an NDIS Approved Quality Auditor approved by, and listed with, the NDIS Quality and Safeguards Commission.
• “Australian Consumer Law” (ACL) means Schedule 2 to the Competition and Consumer Act 2010 (Cth).
• “Authorised User” means an individual who is a director, employee or contractor of the Client’s organisation, who is nominated by the Client and permitted by us to access the Provider Hub under the Client’s account. Unless we agree otherwise in writing, Provider Hub access is limited to one Authorised User, whether that access is complimentary access included with a Package or a paid Provider Hub membership (see Section 12.3).
• “Business hours” / “business day” means Monday to Friday, 9:00 am to 5:00 pm AEST, excluding national public holidays.
• “Certification Pathway” means the NDIS registration pathway that requires a certification audit against the Core Module and any applicable Supplementary Modules.
• “Client” means any person or entity that purchases, accesses or uses any of our packages, Add-On Services or the Provider Hub.
• “Competitor” means a person or entity that supplies, offers to supply, or is taking active steps to supply NDIS registration support, NDIS compliance consulting, NDIS documentation, policy or template products, audit preparation services, or services that are the same as or substantially similar to any of ours, whether in its own name, through a related entity or employer, or on behalf of another person.
• “Discontinued Product” means a package, service, membership or other product that we no longer offer for sale, including every product sold under the Centric Consultants name before 23 July 2024 (see Section 14.3).
• “Essential membership” means the Provider Hub membership tier described in Section 12.2. It is available to registered and unregistered NDIS providers and is view-only. It does not provide access to the Documents sections of the Provider Hub, documentation updates, Module Packages or Audit Preparation Resources, and does not allow those resources to be downloaded.
• “Former Platform” means the client platform we used before the Provider Hub launched on 1 April 2026, which has been closed (see Section 14.3).
• “NDIS Documentation Template Package” means a documentation-only package consisting of templates (policies, procedures, forms, registers and supporting materials), without documentation editing, application submission, auditor recommendation, audit support or pre-audit review. It has the same meaning as an NDIS Standard Package. Any reference in these Terms to an NDIS Documentation Template Package is a reference to those Standard Packages, and any reference to a Standard Package is a reference to an NDIS Documentation Template Package. The two terms have the same meaning and are used interchangeably.
• “Intellectual Property” means all copyright, trademarks, trade secrets, designs, know-how, document structures, templates, systems, frameworks, methods, wording and other intellectual property rights, whether registered or unregistered.
• “Materials” means all templates, policies, procedures, forms, registers, handbooks, guides, training and supporting content supplied by Provider360, in any format, including Provider Hub content, documents, audit preparation resources, and sample self-assessment answers.
• “Mega Package” means the NDIS Mega Platinum Package or the NDIS Mega Documentation Package (also referred to as the NDIS Mega Standard Package).
• “Module” means the Core Module or a Supplementary Module under the NDIS Practice Standards, as published by the NDIS Commission from time to time.
• “NDIA” means the National Disability Insurance Agency.
• “NDIS Commission” means the NDIS Quality and Safeguards Commission.
• “NDIS Quality Audit” means the examination of a provider’s documents and processes by an Approved Quality Auditor against the applicable NDIS Practice Standards and Quality Indicators.
• “Non-Compliant Document” means a Provider360 template document that does not meet the applicable NDIS Practice Standards and is identified as such during an NDIS Quality Audit. It does not include forms or registers that the Client is responsible for completing (for example, the Business Plan, Strategic Plan, Risk Register or Continuous Improvement Register).
• “NDIS Registration Platinum Package” means a package that combines our NDIS documentation with done-for-you registration support.
• “Package” means any package purchased by the Client, including an NDIS Registration Platinum Package or an NDIS Documentation Template Package (or NDIS Standard Package).
• “Platinum membership” means the Provider Hub membership tier described in Section 12.2, providing full Provider Hub access limited to the Modules associated with your purchased Package(s). Eligibility for Platinum membership requires the Client to own at least one Provider360 Package, including an NDIS Registration Platinum Package or an NDIS Documentation Template Package (Standard Package). Platinum membership does not add registration groups or Modules that the Client has not purchased. Which Packages an included Platinum membership covers depends on whether they were purchased in the same order (see Section 12.2).
• “Product Code” means the code, SKU or other identifier we assign to a product, as shown on your order, invoice or receipt, or recorded by us for your purchase (see Section 1.1).
• “Provider Hub” means Provider360’s online compliance membership platform, which provides regularly updated documentation, regulatory alerts, audit preparation resources, a vetted partners directory, an FAQ library and a self-learning centre, as described in the Provider Hub section of these Terms. Access to those features depends on your membership tier (see Section 12.2). Access, inclusions and features may change from time to time at Provider360’s discretion.
• “Registration Scope” means the registration groups and Modules that you have selected, and that we have confirmed with you in writing, as the scope of your NDIS provider registration application for the purposes of your Package.
• “Services” means the services Provider360 provides as part of, or in addition to, a package, including the Add-On Services.
• “Service-Specific Package” means a package designed for providers that deliver one particular type of NDIS service only, rather than providers delivering multiple NDIS services under a broader package. Examples include the NDIS Home Modification Package, NDIS Cleaning Services Package, NDIS Community Nursing Package, NDIS Plan Management Package, NDIS Therapeutic Supports Package, NDIS Support Coordination Package, NDIS Assistive Technology Package and NDIS Meal Preparation Package.
• “Standard Package” means an NDIS Documentation Template Package, as described in Section 1 and Section 6.
• “Verification Pathway” means the NDIS registration pathway for lower risk registration groups that is assessed by verification rather than by a certification audit.

3. General Terms (apply to everything)

3.1 Acceptance

You accept these Terms when you purchase, access or use any Package, Service or the Provider Hub. Acceptance may be given electronically (for example, at checkout), and that acceptance is binding.

You acknowledge and agree that these Terms may be updated from time to time. By continuing to purchase, access or use any Package, Service, or the Provider Hub after the Terms have been updated, you agree to be bound by the updated Terms, subject to Section 22.6.

3.2 What you are buying

The specific inclusions, features and guarantees that apply to you are those described on the relevant product page for the Product Code you purchased, at the time of your purchase, read together with these Terms.

Order of precedence. The product page tells you what is included. These Terms govern how those inclusions are provided, and the conditions, limits and exclusions that apply to them. If there is any inconsistency, the following apply in this order:

• a written agreement from a Director of Connect and Grow Pty Ltd that expressly varies these Terms;
• these Terms; and
• the inclusions listed for your Product Code on the product page at the time of your purchase or, for a Discontinued Product, in the product description, order confirmation or invoice we issued when it was sold.

Other material, including marketing, social media posts, webinars and general emails, does not form part of the agreement between us and does not add inclusions.

Statements outside these Terms. Statements made by email, phone, video call, chat, social media or in conversation, including answers to questions asked before purchase, do not add inclusions, extend any period or vary these Terms unless a Director of Connect and Grow Pty Ltd confirms them in writing (see Section 22.4).

3.3 Pricing and GST

Unless stated otherwise, prices are quoted exclusive of GST. GST and any third-party fees (for example, payment-processing fees) are payable by the Client in addition to the stated price.

We may change our prices at any time. A price change does not affect a purchase you have already made, and does not entitle you to a refund or price adjustment on a Package you have already purchased.

3.4 Your Australian Consumer Law rights

Nothing in these Terms excludes, restricts or modifies any right, guarantee or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded. Where the ACL applies, our liability for failing to meet a Consumer Guarantee is limited as set out in Section 18.2, to the extent permitted by law, and only to the extent that Section 18.2 applies.

3.5 Communications

So that all interactions are documented and handled consistently, enquiries and notices should be sent by email to info@provider360.com.au. We aim to respond within one to three business days. Disputes are dealt with in writing only, under the process and timeframes in Section 22.2. Please include as much detail as possible to help us respond accurately.

3.6 One entity, one registration

Each Package is sold to, and may be used by, a single legal entity for a single NDIS provider registration application. Packages, Services, Provider Hub access, guarantees and licences are personal to the Client named on the order. They are not transferable or assignable, and must not be shared with, sold to, or used by or for any other person, entity, related body corporate, franchisee, subsidiary or business.

If your legal entity, ABN, ownership, trustee or trading structure changes after purchase, you must tell us in writing. We may agree in writing to transfer the Package to the new entity, and may charge a reasonable administration fee. Work required because of a change of entity, ABN, business name or Registration Scope is not included in your Package and is out-of-scope work under Section 3.7.

3.7 Variations and out-of-scope work

Work that is not listed on the product page for your Package at the time of purchase, or that is expressly excluded by these Terms, is out of scope. If you ask us to perform out-of-scope work, we will tell you whether we are able to do it and quote a fee at our rates current at the time. We are not obliged to perform out-of-scope work. We will only begin once you have approved the quote in writing and, where we require it, paid the fee.

3.8 Fair use of support

Email guidance and support included with a Package or the Provider Hub is provided on a fair use basis. It is intended for reasonable questions about your Package, the Materials and your registration process. It does not include unlimited consulting, legal, accounting, insurance, human resources or clinical advice, document customisation, completion of your records, or support for matters outside your Package. Where your requests substantially exceed reasonable use, or fall outside the scope of your Package, we may ask you to purchase an appropriate Add-On Service or consulting time before we continue.

3.9 Respectful conduct

We are committed to a safe and respectful working environment. You agree that you and your personnel will communicate with our team respectfully, and will not engage in abusive, threatening, harassing, discriminatory or intimidating conduct. If this clause is breached, we may require that all contact occur in writing through a nominated channel, pause communication, and, where the conduct is serious or continues after we have raised it with you, suspend or terminate the engagement under Section 21.

3.10 Goodwill gestures are not ongoing entitlements

From time to time, we may, at our discretion, provide something that is not part of your inclusions, such as extra Provider Hub access, documentation updates beyond your included period, an extension, an additional document or additional support. Unless a Director of Connect and Grow Pty Ltd confirms in writing that it forms part of your inclusions, it is a goodwill gesture only. It does not form part of your Package, does not create an ongoing obligation or a precedent, and we may stop providing it at any time. Providing it does not waive any of our rights under these Terms (see Section 22.4).

4. Our Packages and Services — Overview

We offer four distinct categories. Each has different inclusions, guarantees and boundaries. Read the section for the category you purchased.

• NDIS Registration Platinum Packages — documentation plus done-for-you registration support (Section 5).
• NDIS Documentation Template Packages — documentation only (Section 6).
• Add-On Services — NDIS Pre-Audit Review, NDIS Documentation Editing Service, and NDIS Provider Registration Application Submission (Section 9).
• Provider Hub — our membership platform (Section 12).

The Intellectual Property and licence terms (Section 13), the limitations on guaranteed outcomes and the conditions that apply to all guarantees (Section 8), the suspension and termination terms (Section 21) and the General provisions (Sections 3 and 22) apply to all categories.

5. NDIS Registration Platinum Packages

5.1 What is included

An NDIS Registration Platinum Package combines our NDIS documentation with done-for-you registration support. Depending on the package purchased, this may include branded documentation, completion and submission of your NDIS provider registration application across the modules you are registering for, a self-assessment guide with sample answers, a pre-audit review, audit support, and Provider Hub access. The exact inclusions are those listed on the product page at the time of purchase.

Where your Package includes branded documentation, you should download it within 72 hours of delivery (calendar hours). We retain it for 12 months from delivery, after which it is permanently removed from our systems (see Section 15.7).

Where your Package includes documentation for Modules beyond your Registration Scope, our editing and branding is limited to the documents within your Registration Scope. Section 5.6 sets out how this works for the NDIS Mega Platinum Package.

5.2 What is excluded

NDIS Registration Platinum Packages do not include third-party costs or services, including auditor fees, insurance, worker screening checks, or any services not expressly listed on the product page. We do not select, engage, contract or pay your Approved Quality Auditor (see Section 7).

They also do not include:

• editing, branding or done-for-you support for registration groups or Modules outside your Registration Scope;
• Verification Pathway documentation, where you have purchased a Mega Package, unless the product page for your purchase expressly states otherwise (see Sections 5.6 and 6.7);
• any Service-Specific Package, where you have purchased a Mega Package, unless the product page for your purchase expressly states otherwise (see Sections 5.6 and 6.7);
• mid-term audits, renewal audits, re-certification audits, internal audits, variation applications, or any audit or application arising after your initial registration outcome;
• responding to, or preparing, additional documentation or evidence requested by your Approved Quality Auditor that falls outside the scope of your Package (see Section 7.4);
• work required because you change your Registration Scope, legal entity, ABN or business structure after purchase;
• completion of your forms, registers, records, participant files, staff files, rosters or other operational evidence; or
• legal, accounting, taxation, insurance, human resources, industrial relations or clinical advice.

5.3 Platinum guarantees

Every guarantee in this Section is subject to the conditions in Section 8.2.

Registration Money-Back Guarantee. If you complete our process and do not achieve NDIS registration as a result of the documentation and registration support provided in your NDIS Registration Platinum Package, we will refund 100% of your NDIS Registration Platinum Package fee. This guarantee applies only where you have:

• provided all required inputs and information to us, in complete, accurate, current and truthful form, on time, and within any timeframe we specify;
• used and completed every service included in your Package before the Package expiry date in Section 17;
• implemented and customised the documents as instructed;
• completed our pre-audit review and rectified every issue, gap or non-conformity we identified;
• strictly followed our instructions, guidance, recommendations and suggestions throughout your NDIS registration process;
• completed each required action within the timeframe we specify, or within a reasonable time where we do not specify one;
• attended your NDIS Quality Audit;
• paid all fees payable to us in full, with no amount overdue, reversed, disputed or subject to a chargeback; and
• complied with these Terms.

When this guarantee does not apply. For clarity, this guarantee does not apply where:
• your Package has expired and services included in it were not used;
• you did not complete our process, or you paused, delayed or abandoned your registration;
• you did not follow our instructions, guidance, recommendations or suggestions;
• you did not provide required information or documents, or the information you provided was incomplete, inaccurate, out of date, false or misleading;
• you did not complete a required action within the applicable timeframe;
• you sourced any part of your registration documentation from a person other than Provider360 and the outcome relates to, or was contributed to by, that documentation; or
• you significantly altered our documents.

The guarantee excludes third-party costs (including auditor fees, insurance and worker screening checks), which are not refundable, and does not apply where registration is not achieved due to operational or legal issues outside our control (for example, staff qualifications or experience, insurance, business or key personnel suitability, or matters identified by the auditor that are unrelated to the documentation or registration support provided by us).

To make a claim under this guarantee, you must contact us in writing within 30 days of receiving your registration outcome and provide reasonable evidence supporting your claim.

Once we receive your claim, we will assess it within 10 business days. Our response may include a request for further information, clarification or supporting documents, or may confirm the outcome of your claim.

If we request further information, you must provide it within 2 business days, unless we agree to a longer timeframe in writing. If you do not provide the requested information within the required timeframe, we may assess the claim based on the information available, place the claim on hold, or decline the claim.

For payment-plan purchases, the refundable amount equals the package fees paid, excluding the payment-plan administration fee. If any documentation has already been delivered, the value of the delivered NDIS Documentation Template Package(s), priced as at the date of the refund, will also be deducted. If any documentation has already been edited or branded for you, the value of the NDIS Documentation Editing Service will also be deducted.

24-Hour Branding & Delivery. We will brand and release your NDIS documentation within 24 business hours of receiving all required inputs from you. If we miss this, we will add two (2) months of free Platinum membership. The timer is based on business hours and starts only when we have received all required inputs in complete and accurate form. This guarantee applies to documents within your Registration Scope only. Time does not run while we are waiting on you, and delays caused by incomplete or inaccurate information, late responses, or changes you make to your branding, business details or Registration Scope do not count towards the 24 business hours. Where this guarantee is not met, the additional Platinum membership is your sole remedy under this guarantee.

12 Months of Updates. Your documentation is kept current through the Provider Hub, with updates included free for 12 months from your order date through your included Platinum membership (see Sections 12 and 14).

Non-Compliant Document Rectification Guarantee. The Non-Compliant Document Rectification Guarantee in Section 6.3 also applies to the Provider360 template documentation included in your NDIS Registration Platinum Package, on the same terms and conditions.

5.4 Client responsibilities — NDIS Registration Platinum Packages

As an NDIS Registration Platinum Package client, you must:

• provide accurate, complete, current and truthful information, and respond to our requests promptly;
• be substantially involved in preparing your application and customising your self-assessment answers and documents, so they reflect your own organisation (see Section 10);
• review all documents and your application before submission and confirm they are accurate;
• complete the pre-audit review and rectify any issues or gaps we identify;
• select and engage your Approved Quality Auditor directly (see Section 7);
• attend and prepare for your audit, and communicate directly with your auditor;
• maintain your own operational compliance (qualifications, certifications, memberships, insurance, worker screening and service delivery records), and obtain independent legal, accounting or other professional advice where needed; and
• confirm your Registration Scope in writing before we begin editing, branding or preparing your application.

5.5 Application submission and myID access

Where application submission is included, we will make a single submission of your NDIS provider registration application via the NDIS Commission Portal, based solely on the information you provide and approve. We will not add information without your direct provision or written approval. Any further or repeat submissions will incur additional fees. To submit on your behalf, you authorise us in writing to use your myID login credentials solely for that submission, and we will handle those credentials confidentially and securely.

We may decline to submit. We are not obliged to submit an application where we reasonably believe that the information, documents, declarations or answers you have provided are incomplete, inaccurate, false or misleading, or that submitting it would place us or you in breach of the National Disability Insurance Scheme Act 2013 (Cth) or any other law. Where this occurs we will tell you why and give you a reasonable opportunity to correct the information. If you do not correct it, we may decline to submit, no refund is payable for that service (subject to your rights under the Australian Consumer Law), and Section 21 may apply.

Credentials. You are responsible for keeping your myID and NDIS Commission Portal credentials secure, for revoking our access after submission, and for any activity carried out under your credentials by you or anyone else. We will not use your credentials for any purpose other than the authorised submission.

5.6 NDIS Mega Platinum Package: Registration Scope, editing and branding

This clause applies to the NDIS Mega Platinum Package. Where it is inconsistent with any other clause, this clause prevails for that Package.

• Documentation supplied. The NDIS Mega Platinum Package supplies documentation covering the Core Module and the Supplementary Modules listed on the product page at the time of purchase.
• Editing and branding is limited to your Registration Scope. Our document editing and branding under this Package applies only to the documents that relate to the Modules within your Registration Scope. We are not required to edit, brand, customise or deliver in branded form any document that relates to a Module outside your Registration Scope.
• Worked example. If your Registration Scope is the Core Module, Module 1, Module 2A and Module 5A, we will edit and brand the documents relevant to the Core Module, Module 1, Module 2A and Module 5A only. Documents relevant to Module 2, Module 3, Module 4 and Module 5 are not within the editing and branding scope.
• Unbranded templates for other Modules. You may request unbranded templates for other Modules included in your Package through the Provider Hub, by written request. Templates released under this clause are supplied unbranded and unedited. You are responsible for applying your own branding and for customising, implementing and maintaining them. Release is subject to the inclusions of your Package, your Platinum membership being current, and the licence and acceptable use terms in Sections 12 and 13. Your Platinum membership covers the Modules included in this Package, not only the Modules within your Registration Scope. We may decline a request where we reasonably believe it is inconsistent with those terms.
• Changing your Registration Scope. If you add Modules or registration groups to your Registration Scope after we have begun work, editing and branding the additional documents is out-of-scope work under Section 3.7, and may be quoted and charged separately.
• Verification Pathway documentation. The NDIS Mega Platinum Package does not include Verification Pathway documentation unless the product page for your purchase expressly states that it does.
• Service-Specific Packages. The NDIS Mega Platinum Package does not include any Service-Specific Package (see Section 2), such as the NDIS Home Modification, Cleaning Services, Community Nursing, Plan Management, Therapeutic Supports, Support Coordination, Assistive Technology or Meal Preparation Packages, unless the product page for your purchase expressly states that it does. Service-Specific Packages are designed for providers delivering that particular service only, rather than providers delivering multiple NDIS services under a broader package, and must be purchased separately.
• Guarantees. Our guarantees apply only to documents within your Registration Scope. They do not apply to unbranded templates released for Modules outside your Registration Scope, or to your branding, customisation or implementation of them.

6. NDIS Documentation Template Packages

This Section applies to every documentation-only package, whether it is sold as an NDIS Documentation Template Package or as an NDIS Standard Package. The two names mean the same thing (see Section 2).

6.1 What is included

An NDIS Documentation Template Package provides a suite of NDIS templates — policies, procedures, forms, registers and supporting materials — aligned with the NDIS Practice Standards and Quality Indicators, supplied in editable formats for you to customise and implement. The exact documents and modules are those listed on the product page at the time of purchase.

6.2 What is excluded

This is a documentation-only package. It does not include NDIS documentation editing, registration application submission, audit support, pre-audit review, or any done-for-you service. Those are available separately as Add-On Services or as part of an NDIS Registration Platinum Package.

It also does not include branding, customisation to your operations, completion of any form, register or record, documentation for registration groups or Modules you did not purchase, documentation updates (which require an active Platinum membership, see Section 12.2), or, where you have purchased a Mega Package, Verification Pathway documentation or any Service-Specific Package, unless the product page for your purchase expressly states otherwise (see Section 6.7).

6.3 NDIS Documentation Template Package guarantees

Every guarantee in this Section is subject to the conditions in Section 8.2.

24-Hour Missing Document Guarantee. If your Approved Quality Auditor requests a policy, procedure, form or register that is within the scope of your purchased NDIS Documentation Template Package, but that document was not included in the package, we will provide the missing document within 24 business hours at no extra cost.

This guarantee applies only to documents that:

• are within the scope of the specific package you purchased;
• were required for the registration groups or modules included in that package; and
• were not provided to you as part of the package.

This guarantee does not apply to:

• documents outside the scope of your purchased package;
• registration groups, modules or supports you applied for but did not purchase documentation for;
• forms, registers, templates or records that you are responsible for completing, maintaining or implementing;
• participant files, staff files, incident records, complaints records, training records, risk assessments or other operational evidence;
• documents requested due to your own business operations, service delivery practices, staffing arrangements or auditor-specific requirements outside the purchased package scope; or
• documents that reflect an auditor’s own preference, methodology or house style rather than a requirement of the NDIS Practice Standards.

For example, if you purchased the NDIS Certification Documentation Template Package and also applied for Module 2A, this guarantee does not cover Module 2A documentation unless you also purchased the NDIS Module 2A Documentation Template Package. If your auditor requests Module 2A documentary evidence during your audit and you did not purchase the Module 2A package, the guarantee will not apply.

To claim under this guarantee, you must provide us with the auditor’s written request or other reasonable evidence showing that the requested document is within the scope of your purchased package and was not included.

Non-Compliant Document Rectification Guarantee. If, during your NDIS Quality Audit, your Approved Quality Auditor identifies a Provider360 template document that is within the scope of your purchased package as a Non-Compliant Document, we will revise, update or correct that document so that it meets the applicable NDIS Practice Standards and Quality Indicators, at no additional cost to you.

This guarantee applies only to Provider360 template documents within the scope of your purchased package. It does not apply to forms, registers, records or plans that you are responsible for completing, maintaining or implementing (for example, the Business Plan, Strategic Plan, Risk Register or Continuous Improvement Register), to documents you have significantly altered, or to non-conformities that are unrelated to our documentation. It is also subject to the following conditions:

Conditions on our guarantee. Our Non-Compliant Document Rectification Guarantee applies only where each of the following is satisfied, in addition to the conditions in Section 8.2:

• our guarantee covers documents supplied by us only. It does not apply to documentation you have sourced from any other person, to documentation you have created yourself, or to a non-conformity that arises from, or is contributed to by, combining our documents with externally sourced documentation, including any inconsistency, duplication, contradiction or gap created by doing so; and
• you have not significantly altered the Provider360 template documents. Significant alterations to our documents (whether by you or by anyone in your organisation) may cause them to deviate from the NDIS Practice Standards and Quality Indicators. Where this occurs, the affected documents fall outside our document-quality guarantees.

To claim under this guarantee, you must provide us with the auditor’s written finding, or other reasonable evidence, showing that the document is a Non-Compliant Document within the scope of your purchased package.

Our remedy. Where this guarantee applies, revising, updating or correcting the affected document is your sole remedy under this guarantee. It does not extend to auditor fees, re-audit fees, additional audit days, delay costs, or any other loss.

6.4 Refunds

Because NDIS Documentation Template Packages are digital products delivered instantly and protected by intellectual property rights, they are non-refundable for change of mind, incorrect package selection, or where you later decide the package does not meet your needs.

You are responsible for reviewing the package scope carefully before purchasing and ensuring it matches the registration groups, modules or supports you intend to apply for.

This applies equally to packages sold under the Standard Package name.

6.5 Provider Hub access (Essential membership)

NDIS Documentation Template Package clients receive one (1) month of complimentary Essential membership from the order date, or for such other period as is stated on the product page for the package purchased. After that period, the Client may continue through a paid Essential membership or upgrade to a paid Platinum membership for six (6) or twelve (12) months through the Provider Hub (see Section 12).

One user included. Your complimentary Essential membership is limited to one (1) user, being one named individual and one email address. The same limit applies if you continue on a paid Provider Hub membership. Additional users incur an additional fee (see Section 12.3).

What Essential membership includes. Essential membership is view-only. It does not provide access to the Documents sections of the Provider Hub, and does not allow you to download documents, documentation updates or Audit Resources. It includes access to Regulatory Alerts, the Learning Centre, Vetted Partners and FAQs (see Section 12.2).

Your purchased documents are unaffected. The documentation you purchase is delivered to you directly. Essential membership does not change your access to, or your licence to use, the documents we have already supplied to you.

Documentation updates are not included. Documentation updates are not available under Essential membership. A Documentation Template Package client may obtain access to documentation updates for the Modules associated with the Package(s) on its account by purchasing a six (6) or twelve (12)-month Platinum membership through the Provider Hub (see Section 12.2).

Purchased with a Platinum Package. Where this Package is purchased in the same order as an NDIS Registration Platinum Package, it is covered by the Platinum membership included with that Platinum Package instead of the complimentary Essential membership. Where it is purchased in a separate order, the complimentary Essential membership in this Section applies (see Section 12.2).

6.6 Client responsibilities — NDIS Documentation Template Packages

As an NDIS Documentation Template Package client, you are solely responsible for:

• selecting the correct package and modules for your service scope;
• customising each template to accurately reflect your organisation’s operations, practices and service delivery model;
• implementing and using the documents correctly in your operations;
• completing all plans, forms and registers (we do not complete these for you);
• providing your customised documents to your chosen Approved Quality Auditor for your audit;
• obtaining independent legal, accounting or other professional advice where needed; and
• keeping your own copies and backups of every document we deliver to you (see Section 15.7).

We may provide guidance on how templates can be adapted, and examples or samples for reference only, but we do not customise documents on your behalf under an NDIS Documentation Template Package.

6.7 NDIS Mega Standard Package: scope

The NDIS Mega Standard Package (also referred to as the NDIS Mega Documentation Package) supplies unbranded documentation templates covering the Core Module and the Supplementary Modules listed on the product page at the time of purchase. It does not include any editing, branding, customisation, submission, review or done-for-you service.

Verification Pathway documentation. The NDIS Mega Standard Package does not include Verification Pathway documentation unless the product page for your purchase expressly states that it does. If you require Verification Pathway documentation, you must purchase the applicable Verification package separately.

Service-Specific Packages. The NDIS Mega Standard Package does not include any Service-Specific Package (see Section 2), such as the NDIS Home Modification, Cleaning Services, Community Nursing, Plan Management, Therapeutic Supports, Support Coordination, Assistive Technology or Meal Preparation Packages, unless the product page for your purchase expressly states that it does. Service-Specific Packages are designed for providers delivering that particular service only, rather than providers delivering multiple NDIS services under a broader package. If you require one, you must purchase it separately.

7. Approved Quality Auditors — Recommendation and Engagement Boundary

Approved Quality Auditors are independent third parties. They operate independently of Provider360 and have no organisational relationship with us. We have no referral arrangements with, and receive no referral fees from, Approved Quality Auditors.

7.1 Our role is limited to recommendation

• We may recommend Approved Quality Auditors for your consideration. Any recommendation is based solely on our clients’ past experience, not on any commercial relationship with the auditor.
• A recommendation is general information only. It is not an endorsement, guarantee or representation about an auditor’s price, availability, suitability, service quality, or the outcome of your audit.
• You are free to choose any auditor you wish, including auditors we have not recommended, from the full list of Approved Quality Auditors published on the NDIS Commission website.

7.2 You engage the auditor directly

As required by the NDIS Commission, you are solely responsible for selecting an Approved Quality Auditor, contacting auditors directly, requesting and comparing quotes, and entering into any arrangement with the auditor. Provider360 cannot contact, negotiate with, appoint, engage or contract an auditor on your behalf, including for the purpose of obtaining quotes. After our recommendation, all communication and arrangements with the auditor are strictly between you and the auditor.

7.3 We do not participate in the audit

Provider360 does not participate in the audit process after the auditor’s recommendation. Once the Approved Quality Auditor has issued their audit recommendation, all communication between you and the auditor must be direct. We do not attend, accompany you at, or otherwise participate in audits on behalf of clients or together with clients.

7.4 Auditor requests, timeframes and costs

Your Approved Quality Auditor may request documents, evidence, clarifications or changes that are outside the scope of your Package, or that reflect that auditor’s own methodology, interpretation or preferences. Auditors are independent, and we cannot direct, influence or override them. Meeting those requests is your responsibility.

Where you ask us to assist with a request that is outside the scope of your Package, that assistance is out-of-scope work under Section 3.7.

You are responsible for all auditor fees and costs, including fees for rescheduling, cancellations, extended audits, additional audit days, follow-up or corrective action audits, and any audit arising from a change to your registration scope. We are not responsible for auditor timeframes, availability, pricing or conduct.

8. No Guaranteed Outcomes and Guarantee Conditions

8.1 No guaranteed outcomes

Our guarantees relate to the quality of our NDIS documentation and the registration support we provide only. To the maximum extent permitted by law, Provider360 does not guarantee, and gives no representation or warranty as to:

• NDIS registration approval;
• the outcome of any NDIS Quality Audit;
• any decision of an Approved Quality Auditor;
• any enrolment, verification, certification or re-certification decision;
• timeframes that are controlled by third parties;
• any decision of the NDIS Commission, NDIA or any other government or regulatory body;
• the time any auditor, the NDIS Commission, the NDIA or any other body takes to assess, process or decide any matter;
• whether any particular registration group or Module you apply for is granted, or granted in the form you applied for;
• any change to eligibility criteria, NDIS Practice Standards, rules, policies, pricing or processes made after your purchase; or
• any commercial or financial outcome, including participant numbers, referrals, revenue, contracts, funding or business growth.

These outcomes depend on factors outside our control, including your customisation and implementation of the documents, the accuracy of the information you submit, your qualifications, experience, insurance, business or key personnel suitability, inconsistencies between the documents you provide to your Approved Quality Auditor and the information submitted via the NDIS Commission Portal, and the independent decisions of auditors and regulators.

8.2 Conditions that apply to all our guarantees

Every guarantee we offer, whether in these Terms, on a product page, or in any other material, is subject to the conditions below. A guarantee does not apply, and we may decline a claim, where any of these conditions is not met.

• Completion. You have used and completed all of the services included in your Package before the Package expiry date (see Section 17). A guarantee does not apply where your Package has expired with unused services, or where you have not completed the process.
• Information. You have provided all information, documents, approvals and access we have requested, in complete, accurate, current and truthful form.
• Instructions. You have followed our instructions, guidance, recommendations and suggestions, including any recommendations set out in a Pre-Audit Review Report.
• Timeframes. You have completed each required action within the timeframe we specify, or within a reasonable time where we do not specify one.
• Payment. All fees payable to us have been paid in full, and no amount is overdue, reversed, disputed or subject to a chargeback.
• Compliance. You are not in breach of these Terms, including the licence and acceptable use terms in Sections 12 and 13.
• Our documents. The claim relates to documents supplied by us that you have not significantly altered, and not to documentation sourced from any other person, created by you, or generated by you using AI Tools.
• Notice. You have made your claim in writing within the timeframe stated for that guarantee, or within 30 days of the relevant event where no timeframe is stated, and have provided reasonable supporting evidence.
• Assessment. You have provided any further information we reasonably request within 2 business days, unless we agree in writing to a longer period.

Guarantees are personal to the Client named on the order. They are not transferable or assignable, have no cash value except where the guarantee expressly provides for a refund, and cannot be combined so as to recover the same loss more than once. Where a guarantee states a specific remedy, that remedy is your sole remedy under that guarantee.

9. Add-On Services

9.1 General

Add-On Services may be purchased as part of the same order as your Package(s), or separately after your Package(s) have been purchased. Add-On Services purchased separately (that is, not as part of a Platinum Package) must be used within six (6) months of the order date. Unused Add-On Services purchased separately expire six (6) months from the order date and are not refundable or extendable. A two-day cooling-off period applies to certain Add-On Services (see Section 16.4).

Add-On Services purchased as part of the same order as an NDIS Registration Platinum Package must be used within the Platinum Package expiry period in Section 17. Add-On Services purchased in any other way, including with an NDIS Documentation Template Package (Standard Package), must be used within six (6) months of the order date. Each Add-On Service is supplied once per purchase unless the product page states otherwise.

9.2 NDIS Pre-Audit Review Service

• We conduct a remote review or health check of your NDIS documentation and supporting evidence. This may include policies and procedures, forms and registers, HR documents, insurance documents, participant files and other supporting evidence, where relevant and authorised.
• Audit-Ready Guarantee. Our review is designed to help your organisation be audit-ready, that is, prepared for your official NDIS Quality Audit, by checking your documentation and supporting evidence against the current NDIS Practice Standards and applicable NDIS rules and identifying gaps, risks and non-conformities for you to address before your audit. Where you use the review as a general health check rather than in preparation for an external audit, it is designed to help you confirm that your documentation aligns with the current NDIS Practice Standards and applicable rules. This guarantee relates to the quality and thoroughness of our review only. It does not guarantee the outcome of any NDIS Quality Audit, and we do not guarantee that you will pass any external audit (see Section 8).
• Following the review, we provide a NDIS Pre-Audit Review Report identifying relevant findings, gaps, risks, non-conformities and recommended corrective actions based on the information made available to us.
• You are responsible for addressing all issues identified in the report and for ensuring that your documentation, records, systems and supporting evidence are complete, accurate and audit-ready before your NDIS Quality Audit.
• Our review is limited to the documents, records and evidence you actually make available to us, within the scope and timeframe of the service. We do not audit your operations, visit your premises, interview your staff or participants, or verify that your documented practices are what you do in practice.
• The Pre-Audit Review does not guarantee that your auditor will not request additional information, clarification or evidence during the audit. Auditors may request information or evidence that was not identified in our report, including, at the auditor’s discretion, changes in your business operations, incomplete information provided to us, or matters outside the scope of our review.
• Unless stated otherwise, the NDIS Pre-Audit Review Service is provided once per engagement only. Additional reviews, follow-up reviews or reassessments are subject to an additional fee.
• If you do not implement the recommendations in the Pre-Audit Review Report, our guarantees do not apply to any consequence of that failure (see Section 8.2).
• All information shared with us for the purpose of the review will be treated confidentially.

9.3 NDIS Documentation Editing Service

• The NDIS Documentation Editing Service is an administrative editing and branding service only.
• Under this service, we edit and brand the documents included in your purchased Package by applying the business information, details and branding you provide to us. This may include adding your business name, ABN, contact details, logo and other basic organisational details to policies, procedures, forms and registers.
• Where your Package includes documentation for Modules beyond your Registration Scope, this service applies to the documents within your Registration Scope only (see Section 5.6).
• This service does not include customising the substance of the documents to reflect your organisation’s specific operations, systems, staffing structure, service delivery model, or day-to-day practices. You remain responsible for reviewing, customising and implementing the documents so they accurately reflect how your organisation operates.
• This service does not include completing forms, registers, records, participant files, staff files, risk assessments, incident records, complaints records or other operational evidence on your behalf. We may provide completed examples for reference only.
• We complete one round of editing and branding based on the information you supply. Further rounds required because the information you gave us was incomplete or inaccurate, or because you later change your business name, ABN, contact details, logo, branding or Registration Scope, are out-of-scope work under Section 3.7 and may be quoted and charged separately.
• This service applies to the documents supplied at the time of the service. It does not include editing or branding later updated versions of those documents, which are supplied unbranded through the Provider Hub (see Section 14.1). Editing or branding updated documents requires a new NDIS Documentation Editing Service.
• You warrant that you own, or are licensed to use, every logo, image, trade mark, business name and other content you supply to us for branding, and that our use of it will not infringe any third party’s rights. Section 19 (Indemnity) applies.
• 24-Hour Delivery Guarantee. We will deliver your branded documents to your inbox within 24 business hours of receiving all complete and accurate information required from you, or we will add one (1) extra month of Essential membership to your account. Any delay in providing complete or accurate information may delay delivery. This is an Add-On Service guarantee: where you purchase the NDIS Documentation Editing Service separately, the Platinum Package and NDIS Documentation Template Package guarantees do not apply to it. Where this guarantee is not met, the additional Essential membership is your sole remedy under it. Where the NDIS Documentation Editing Service is included in an NDIS Registration Platinum Package, the 24-Hour Branding & Delivery guarantee in Section 5.3 applies to that delivery instead of this guarantee.
• You should download your branded documents within 72 hours of delivery (calendar hours). We retain them for 12 months from delivery, after which they are permanently removed. If you need us to supply them again after that, you will need to purchase a new NDIS Documentation Editing Service (see Section 15.7).
• Revision requests must be sent via email only. We will make reasonable efforts to address revision requests relating to the editing or branding completed by us. Revision requests do not include substantive customisation, operational implementation, completion of records, or changes outside the scope of the NDIS Documentation Editing Service.
• Editing and branding documents does not guarantee audit success or NDIS registration. Outcomes depend on your review, customisation, implementation and use of the documents, as well as your organisation’s operations, systems, evidence and audit performance.
• All information shared with us for the purpose of this service will be treated confidentially.

9.4 NDIS Provider Registration Application Submission Service

• This service includes one submission of your NDIS provider registration application through the NDIS Commission Portal, based solely on the information, documents and responses you provide and approve.
• Correct Scope Guarantee. We assess and confirm your registration scope against your business goals, intended services, and eligibility for those supports before submission, so your scope is right from the beginning, not corrected through a costly resubmission later. We also help you maximise your scope across the NDIS services you are eligible for, so you avoid paying for an out-of-cycle audit to add them down the track. This guarantee depends on the accuracy and completeness of the information you give us about your business, services, qualifications and intentions, and is subject to Sections 8.1 and 8.2. It is not a guarantee that the NDIS Commission will grant any particular registration group.
• Any additional, repeat or corrected submission will incur an additional fee, including where a further submission is required because of incomplete, inaccurate or incorrect information provided by you.
• You must be substantially involved in preparing your application. You are responsible for ensuring that all application details, registration groups, key personnel information, declarations, supporting documents and self-assessment answers are complete, accurate and truthful.
• You must independently customise your self-assessment answers so they accurately reflect your organisation, operations, systems, practices and service delivery model. We may provide sample answers for reference only. We do not edit, verify or approve your customised self-assessment answers.
• You authorise us in writing to use your myID login credentials solely for the purpose of submitting your NDIS provider registration application on your behalf. We will handle those credentials confidentially and use them only for the authorised submission.
• We are not responsible for the accuracy, completeness or truthfulness of the information, documents, declarations or answers you provide. You remain responsible for reviewing and approving all information before submission.
• We may decline to submit an application in the circumstances set out in Section 5.5.

10. Client Responsibilities (all registration clients)

In addition to the responsibilities specific to your package (Sections 5.4 and 6.6), all clients seeking NDIS registration or renewal must:

• provide accurate, complete and truthful information;
• be substantially involved in preparing the application and supporting documents;
• review all documents and submissions before they are relied on or lodged;
• respond to requests promptly so timeframes can be met;
• maintain their own operational compliance with the NDIS Practice Standards and Quality Indicators;
• implement and use the documents correctly in their operations;
• engage directly with their Approved Quality Auditor when required;
• obtain independent legal, accounting or other professional advice where needed;
• hold and maintain their own copies and backups of every document we deliver;
• tell us promptly if their business details, ABN, legal entity, key personnel, contact details or Registration Scope change;
• not represent to an Approved Quality Auditor, the NDIS Commission, the NDIA or any other person that Provider360 prepared their application on their behalf, that Provider360 is responsible for its content, or that Provider360 is their agent, employee or representative; and
• comply with the NDIS Commission’s expectations set out in Section 11.

10.1 Reliance on the information you provide

You warrant that all information, documents, declarations, answers, approvals and instructions you give us are complete, accurate, current, truthful and not misleading, and that you are entitled to provide them to us.

We rely on that information without independently verifying it. We are not responsible for verifying, investigating, auditing or confirming the accuracy of anything you provide, and, to the maximum extent permitted by law, we are not liable for any loss, delay, non-conformity, refusal, condition, sanction or other consequence arising from information that is incomplete, inaccurate, out of date, false or misleading.

If we reasonably believe that information you have provided is false or misleading, we may pause the affected work, ask you to correct it, decline to submit or rely on it, and, where the matter is serious or is not corrected, suspend or terminate the engagement under Section 21. Section 19 (Indemnity) applies.

11. NDIS Commission Guidelines on Using Consultants, Advice Services or Purchased Policies

The following are the NDIS Commission’s guidelines on the involvement of providers who use consultants, advice services or purchased policies in the registration process. They apply to both NDIS Registration Platinum Packages and NDIS Documentation Template Packages. We reproduce them here so you understand your obligations:

“Using consultants, advice services or purchased policies to apply for registration

You are responsible for the content of your registration application. If you’ve used a consultant, consultancy service, advice service, or purchased policies to assist you with your application, the NDIS Commission expects that:

• you were substantially involved in preparing the application and associated documents
• you understand what you have submitted and can explain the content if required
• your application is an accurate representation of your organisation and key personnel
• you can demonstrate the suitability of your organisation to deliver disability supports and not rely on the expertise of the consultancy or advice service
• the responses in your application are specific to your organisation and are not a direct copy of purchased documents
• your application and supporting documents accurately set out how your organisation complies with NDIS provider responsibilities
• the policies you provide must accurately reflect how your organisation will deliver NDIS supports.

Consultants and advice services that provide the same or very similar information and advice to multiple providers may indicate a lack of understanding on behalf of organisation and its key personnel of the relevant NDIS Practice Standards and associated documents. Providing the same or similar information in your application may subvert the quality audit process and suitability assessment functions of the NDIS Commission. This increases the risk that your application includes false or misleading information, and your application may be refused. The NDIS Commission can also impose an additional condition to your registration that requires you to do a new certification audit (stage 1 and stage 2), including submitting a new self-assessment against applicable NDIS Practice Standards. If the condition is imposed, your auditor will provide you with the template Word document to submit your responses.

Providing false or misleading information in an application for registration is a contravention of section 73D of the National Disability Insurance Scheme Act 2013 (NDIS Act) punishable by civil penalty. It is a criminal offence under section 137.1 of the Criminal Code Act 1995 (Criminal Code). Existing registered NDIS providers may also have their registration suspended or revoked if they provide false or misleading information in an application for registration.“

Your acknowledgement. You acknowledge that you have read these guidelines and you agree that: you are responsible for the content of your registration application; you will be substantially involved in preparing it; you will customise every document and self-assessment answer so it accurately reflects your own organisation and how it actually operates; and you will not submit our documents or sample answers as a direct copy.

We supply templates, guidance and sample answers as a starting point only. Where you submit our Materials without meaningful customisation, any consequence of doing so is your responsibility, our guarantees do not apply, and Section 19 (Indemnity) applies.

12. Provider Hub

The Provider Hub is our online compliance membership platform. It is a separate offering from our Packages, and these Provider Hub terms apply in addition to the General Terms. The Provider Hub launched on 1 April 2026. It is not a continuation of the Former Platform (see Section 14.3).

12.1 What the Provider Hub includes

The features available to you depend on your membership tier. Section 12.2 sets out what Platinum membership and Essential membership each include.

• Documentation Updates — documents updated regularly following NDIS Commission guidance, NDIA requirements, best practice and auditor feedback, with version history, a summary of what changed and why, and the document type clearly labelled (policy, procedure, form, register). Updated documents are provided in unbranded form. Updates do not include editing or branding (see Section 14.1). Available under Platinum membership only.
• Module Packages — the document sets for the Modules covered by your purchased Package(s). Available under Platinum membership only.
• Regulatory Alerts — email notifications when the NDIS Commission, NDIA or another government agency announces changes, written in plain English (what changed, what it means, and what action is required). Available under Platinum membership and Essential membership.
• Audit Preparation Resources — resources covering initial verification, certification, mid-term reviews, renewal audits and internal audits. These resources and their downloads are available under Platinum membership only, for the Modules covered by your purchased Package(s). Audit Preparation Resources are not available under Essential membership.
• Vetted Partners — a directory of partners selected on experience and industry standing, covering quality auditing, insurance, marketing, accounting and software. Available under Platinum membership and Essential membership.
• FAQ Library — searchable answers about the Provider Hub, the registration process, worker screening, and related topics. Available under Platinum membership and Essential membership.
• Learning Centre — step-by-step guidance through the NDIS registration process and cycle. Also referred to as the Self-Learning Centre. Available under Platinum membership and Essential membership.

12.2 Membership tiers, access periods and renewal

• Two membership tiers. Provider Hub access is provided as either Platinum membership or Essential membership.
• Platinum membership provides full Provider Hub access, limited to the Modules associated with the Package(s) on your account. It includes document downloads, Documentation Updates, Module Packages, Audit Preparation Resources for the applicable Modules, Regulatory Alerts, the Learning Centre, Vetted Partners and FAQs. Platinum membership is available only to Package owners. NDIS Documentation Template Package (Standard Package) clients may upgrade to Platinum membership through their Provider Hub account.
• Essential membership is view-only. It does not provide access to the Documents sections, and does not allow you to download documents, documentation updates or Audit Resources. It includes access to Regulatory Alerts, the Learning Centre, Vetted Partners and FAQs.
• Module access. The Modules available through the Provider Hub are determined by all Packages associated with your account, or as otherwise expressly provided by us in writing. The membership tier that applies to the Modules of each Package is set out in the bullets on the same and separate orders below. A Provider Hub membership does not add registration groups or Modules to your account. Where you hold an NDIS Mega Platinum Package, your Platinum membership covers the Modules included in that Package, not only the Modules within your Registration Scope.
• Included access periods. NDIS Registration Platinum Package clients receive twelve (12) months of Platinum membership from the order date. NDIS Documentation Template Package (Standard Package) clients receive one (1) month of complimentary Essential membership from the order date, or such other period as is stated on the product page for the package purchased. Complimentary access included with a Package is limited to one (1) user (see Section 12.3).
• Multiple packages and one membership clock. Where you purchase more than one Package, your Provider Hub account operates under one combined membership clock. Each included access period begins on the order date of the applicable Package, and overlapping access periods do not stack or run consecutively. The account expiry date is the latest end date produced by any included or paid membership period. The higher membership tier applies while its applicable access period remains current, but only to the Packages that tier covers under the bullets on same and separate orders below. Your account may therefore have Platinum features for some Modules and Essential features for others at the same time.
• Included Platinum membership: same order. Where you purchase an NDIS Registration Platinum Package and one or more NDIS Documentation Template Packages (for example, a Supplementary Module package) in the same order, the Platinum membership included with the Platinum Package also covers the Modules of those Template Packages, for the same included period. An order means a single checkout on our website with one order number, or a single invoice issued by us.
• Included Platinum membership: separate orders. Where you purchase an NDIS Documentation Template Package in a separate order, whether before or after your NDIS Registration Platinum Package, the Platinum membership included with the Platinum Package does not cover it. That Template Package receives the complimentary Essential membership described in Section 6.5. Platinum features for its Modules are available through a paid Platinum membership (see the bullet on what a paid membership covers, below).
• Example. If you purchase the NDIS Certification Platinum Package and the NDIS Module 5A Documentation Template Package in the same order, both receive the included twelve (12) months of Platinum membership. If you purchase the NDIS Certification Platinum Package and later purchase the NDIS Module 5A Documentation Template Package in a separate order, the Certification Platinum Package receives Platinum membership and the Module 5A package receives Essential membership, unless you hold a paid Platinum membership.
• Which orders these rules apply to. The two bullets above apply to orders placed on or after 12 October 2026. Where a Package purchased in a separate order before that date already receives Platinum membership, it continues to do so until the end of the included period that applied to it.
• Paid Essential membership. Essential membership is open to registered and unregistered NDIS providers. The fees and billing options available are those shown on the Provider Hub subscription page at the time of purchase, and are exclusive of GST unless stated otherwise (see Section 3.3). A paid Essential membership renews automatically for successive monthly or annual periods, according to the option selected, until you cancel it. You may cancel at any time, with cancellation taking effect at the end of the current paid period.
• Paid Platinum membership. Platinum membership is available only to Package owners and may be purchased for a fixed term of six (6) or twelve (12) months. The fees and terms available are those shown on the Provider Hub subscription page at the time of purchase, and are exclusive of GST unless stated otherwise (see Section 3.3). There is no monthly Platinum membership. The paid term begins on the date payment is processed and does not renew automatically. You may purchase a new six (6) or twelve (12)-month term through your Provider Hub account when your membership ends.
• Upgrading from Essential to Platinum. If you hold a paid Essential membership, you may upgrade to a paid Platinum term at any time through your Provider Hub account, subject to eligibility.
• How an upgrade is charged. We do not refund your Essential membership to your card when you upgrade. The unused portion of your current Essential period is applied as a credit on the same invoice as the upgrade, and you pay only the difference. That invoice shows the credit for your unused time, the fee for the Platinum term you have selected, and the net amount payable. GST is calculated on the net amount after the credit has been applied.
• How the credit is calculated. The credit is proportional to the time remaining in your current Essential period at the moment you upgrade. The less time remaining, the smaller the credit. The exact amount payable is shown to you for confirmation before any payment is taken.
• Invoices already paid are not reversed. Any invoice you have already paid for your Essential membership remains paid. It is not refunded, reversed or cancelled. The value of your unused time is recognised only through the credit described above, and never as a payment back to your card.
• The credit applies to the upgrade invoice only. If the credit is less than the amount of the upgrade invoice, you pay the difference. If the credit is equal to or more than that amount, no further payment is taken, and any remaining credit stays on your Provider Hub account for use against future Provider Hub fees. Credit is not refundable, has no cash value, and cannot be transferred or paid to you in any other form.
• What happens to your memberships on upgrade. When an upgrade takes effect, your automatically renewing Essential membership ends and the fixed Platinum term you have purchased begins on the date the payment is processed. The two do not run alongside each other.
• Downgrades and cancellations. A downgrade or a cancellation is not an upgrade and does not attract a credit. It takes effect at the end of your current paid period.
• Renewal notices and price changes. Where you hold an annual Essential membership, we will give you at least 14 days’ notice before it automatically renews. We may change membership pricing. A change to an automatically renewing Essential membership applies from the next renewal period after we have given you at least 30 days’ notice. A change to Platinum membership pricing applies to the next new or renewed fixed term and will be shown before you purchase it. You may cancel an Essential membership before its renewal date if you do not wish to continue at the new price.
• What a paid membership covers. A paid Essential membership provides the Essential features described above. A paid Platinum membership provides Platinum features for every Module associated with the Packages on your account, including Packages purchased in separate orders. If you purchase another Package while a paid membership is current, the applicable Modules are added to your Provider Hub account once that Package access is activated. Neither Essential nor Platinum membership independently adds registration groups or Modules that you have not purchased.
• End of access. Complimentary access ends on the account’s applicable expiry date unless another current Package inclusion or paid membership applies. A paid Essential membership continues while its automatically renewing subscription remains active. A paid Platinum membership ends at the end of its fixed six (6) or twelve (12)-month term unless you purchase a new term.
• Documentation updates and any reference to indefinite, forever, lifetime or anytime access. Any reference in our marketing, emails or other materials to documentation updates being available for an indefinite time, on an ongoing basis, or anytime, or described as “forever”, “lifetime”, “unlimited”, “free updates” or in similar words, means that you may access documentation updates through the Provider Hub only while you maintain an active Platinum membership, whether that membership is included with a Package or purchased for a fixed six (6) or twelve (12)-month term. It does not mean updates are provided free of charge indefinitely. Continued access after an included Platinum period requires the purchase of a new Platinum term. Documentation updates are not available under Essential membership. For a Discontinued Product, including any product sold under the Centric Consultants name, Section 14.3 applies instead of this bullet.

12.3 Account use and acceptable use

• Access is granted to you for your organisation’s internal business use only, through one account for your organisation. You must not share login credentials, or allow access by anyone outside your organisation or any non-authorised user.
• You may nominate Authorised Users. You are responsible for their use of the Provider Hub and for any breach of these Terms by them. We may ask you to confirm your list of Authorised Users at any time, and may limit the number of Authorised Users on an account. The number of users included with your access is set out below.
• Access is limited to one user. Provider Hub access is limited to one (1) user, being one named individual and one email address. This applies both to complimentary or free access included with a Package and to any paid Provider Hub membership, whatever its billing period. That individual is your Authorised User for the access period.
• Additional users incur an additional fee. Any additional user or email address requiring access to the Provider Hub will incur an additional fee. If you require access for more than one person, contact us at info@provider360.com.au and we will confirm the additional fee that applies at the time. Access for an additional user begins only once we have confirmed it in writing and, where we require it, you have paid the applicable fee.
• Changing your nominated user. You may replace your nominated user by written request at no charge, for example where a staff member leaves your organisation. We may ask you to verify the request before we action it. We are not obliged to action more than a reasonable number of changes in any access period.
• One login per user. You must not share a single login between multiple people, and you must not use a shared, generic or role-based mailbox to give several people access under one user. Each person who accesses the Provider Hub must be a separate Authorised User with their own login. We may treat concurrent logins from different devices or locations as evidence of credential sharing under Section 12.6.
• You must use the Provider Hub lawfully and must not scrape, bulk-download, copy, reproduce, resell, redistribute, sublicense or republish its content.
• You must not use the Provider Hub or its content to build, train, fine-tune, ground, benchmark or evaluate any artificial intelligence or machine learning system, or upload its content to any third-party AI Tool in a way that permits that tool’s provider to retain, disclose or train on it.
• You must not access or use the Provider Hub if you are a Competitor, and you must tell us promptly if you become one. You warrant that you are not purchasing or accessing the Provider Hub or the Materials for the purpose of supplying, developing, replicating or benchmarking a competing product or service, whether for yourself or for anyone else.
• The Materials and Provider Hub content may contain identifiers, watermarks, metadata or tracking markers that allow us to identify the account they were issued to. You consent to their inclusion and must not remove, obscure or alter them.

12.4 Updates, alerts and resources are guidance, not advice

• We update content regularly, but the frequency and timing of updates are at our discretion. We do not guarantee that every regulatory or legislative change will be reflected immediately.
• Regulatory alerts, resources and learning materials are general information only. They are not legal, financial or professional advice, and are not a substitute for it. We do not guarantee their completeness, accuracy or timeliness. You should verify information against official sources and obtain your own advice where needed.
• Provider Hub access does not guarantee any audit or registration outcome.

12.5 Vetted partners

Vetted partners are independent third parties. Listing or recommending a partner is not an endorsement or guarantee of their price, availability, suitability, service quality or results. Any engagement is strictly between you and the partner, and the Referral Disclaimer (Section 20) applies. We receive no referral fee from any Approved Quality Auditor, including any listed as a vetted partner (see Sections 7 and 20).

12.6 Suspension or removal of Provider Hub access

We may suspend, restrict or remove your Provider Hub access where we have reasonable grounds to believe that:

• the Materials or Provider Hub content are being misused;
• you are in breach of these Terms;
• the Materials or Provider Hub content are being copied, reproduced, distributed, shared, resold, sublicensed, republished or otherwise used outside the licence granted in Section 13;
• your account is being accessed or used by a person who is not an Authorised User, or login credentials have been shared;
• you are a Competitor, or you are accessing the Provider Hub or the Materials for the purpose of supplying, developing, benchmarking or replicating NDIS registration, compliance, documentation or consulting services that are the same as or substantially similar to ours;
• the account is being used unlawfully, or in a way that creates a security, privacy or platform risk; or
• a renewal fee or any other amount payable to us is overdue, reversed, disputed without cause or subject to a chargeback.

How we will exercise this right. Before suspending or removing access we will, where it is reasonable and practicable to do so, notify you in writing of our concern and give you at least 5 business days to respond or to remedy the issue. We may suspend access immediately, and notify you afterwards, where we reasonably consider that delay would risk harm to our Intellectual Property, to the security of the platform, or to another person, or where the conduct is serious, repeated or not capable of remedy.

Your right to respond. If we suspend or remove your access, you may respond to us in writing. We will consider your response in good faith and will reinstate access promptly if we are satisfied that the grounds no longer apply or did not apply.

Effect. Where we remove access because of a breach or misuse that we have established, no refund of Provider Hub fees or Package fees is payable, our guarantees no longer apply, and the licence in Section 13 terminates. Where we suspend or remove access and the grounds turn out not to have applied, we will reinstate your access and extend your access period by the length of the suspension, or, if you prefer, refund the unused portion of any pre-paid subscription fee.

This clause is in addition to our rights under Sections 13.4 and 21.

12.7 Support, content, availability and platform changes

• Provider Hub support is provided by email (info@provider360.com.au) and is guidance only; it does not include document customisation or professional advice.
• The Provider Hub’s features, content and inclusions may change or evolve over time at our discretion. We may add, change, remove or replace content, and we may change the platform, software or hosting provider we use.
• The Provider Hub is provided on an “as available” basis. We do not guarantee uninterrupted or error-free access. Access may be unavailable during maintenance, upgrades, or third-party platform outages, and, to the maximum extent permitted by law, we are not liable for any loss arising from unavailability.
• When your access period ends, you lose access to the Provider Hub and to any further documentation updates. Essential membership does not include documentation updates at any time. Documents you properly downloaded during your access period remain licensed to you for your own internal business use under Section 13.
• All Provider Hub content is the Intellectual Property of Provider360 and is subject to Section 13.

13. Intellectual Property and Licence

13.1 Ownership

All Materials, and all Intellectual Property in them — including templates, policies, procedures, forms, registers, handbooks, guides, systems, frameworks, methods, wording, page structures, training materials and supporting content — remain the exclusive property of Provider360 or its licensors at all times, unless expressly stated otherwise. Nothing in these Terms transfers any ownership to you. This applies whether or not the Materials were prepared with the assistance of AI Tools, and whether or not they have been branded, edited or customised for you.

13.2 Licence granted to you

We grant you a non-exclusive, non-transferable, revocable licence to use the Materials solely for your organisation’s own internal business use — that is, to achieve and maintain your own NDIS registration and compliance. You may customise the Materials for that internal use.

The licence is granted to the single legal entity named on your order, and covers that entity’s own NDIS registration and compliance only. It does not extend to related bodies corporate, parent entities, subsidiaries, trusts, franchisees, joint ventures, or any other business you own, control or advise, unless we agree in writing.

13.3 Restrictions

You must not, without our prior written consent:

• copy, reproduce or duplicate the Materials except as needed for your own internal business use;
• resell, rent, sublicense, distribute, share, transfer or republish the Materials (including posting them on social media or any website);
• provide the Materials to a consultant, another provider, business owner or any third party;
• use the Materials for any commercial purpose beyond your own internal business use, or create derivative works for resale or distribution;
• remove any proprietary notices or labels;
• use the Materials to supply, develop, market, benchmark or support any product or service that competes with ours, or provide the Materials to a Competitor;
• use the Materials, or permit them to be used, to build, train, fine-tune, ground, benchmark or evaluate any artificial intelligence or machine learning system, or upload them to any third-party AI Tool in a way that permits that tool’s provider to retain, disclose or train on them. Using an AI Tool that does not retain or train on your input, to help you customise your own documents for your own internal use, is permitted;
• use the Materials for or on behalf of any other person or entity, including as a consultant, adviser, agent or employee; or
• remove, obscure or alter any watermark, identifier, metadata or tracking marker.

13.4 Enforcement and termination of licence

We may terminate your licence and your access (including Provider Hub access) if we reasonably suspect non-compliant or suspicious use of the Materials or our Intellectual Property, and may investigate and, where warranted, permanently revoke access. On termination of your licence under this Section 13.4, you must stop using the Materials and destroy all copies. You are responsible for the legal costs we reasonably incur in enforcing our Intellectual Property rights against your misuse. These rights are in addition to any remedy available at law.

We may also seek injunctive relief, and, where the Materials have been supplied to or used by an unauthorised person, recover from you an amount equal to the licence fees that would have been payable for that use at our rates current at the time.

Where we terminate the licence because of your breach, you must immediately stop using the Materials, delete or destroy all copies (including copies held by your personnel and on any system you control), and confirm to us in writing that you have done so. Where your Provider Hub access simply ends or expires and you are not in breach, your licence to use the Materials properly delivered to you continues for your own internal business use.

14. Updates Following Regulatory Changes; New Standards, Modules and Registration Groups; Discontinued Products

14.1 Updates within the scope of your package

We aim to keep the Materials current with applicable legislation, rules and standards. Where a legislative or regulatory change affects documents within the scope of your purchased package, we will develop the new or updated documentation within a reasonable period of up to three months. Updated documentation is made available through the Provider Hub only, to clients with an active Platinum membership, and is provided in unbranded form; you are responsible for applying your own branding. Updates are available during your included (or renewed) Platinum membership period. Essential membership does not include documentation updates (see Section 12.2).

Updates do not include editing or branding. Documentation updates are supplied as unbranded templates, even where the documents originally supplied to you were edited or branded for you. Editing and branding is a one-off service for the documents delivered at the time of that service. It does not carry over to later updated versions of those documents. If you would like us to edit or brand updated documents, you will need to purchase a new NDIS Documentation Editing Service at the rates current at the time (see Section 9.3).

We do not guarantee that every regulatory or legislative change will require or result in a documentation update, or that an update will be available sooner than the period stated above. Except as set out in the next paragraph, a regulatory or legislative change is not, of itself, a ground for a refund. You remain responsible for monitoring your own compliance obligations and for obtaining your own advice.

Where a change in law, regulation or NDIS Commission requirement makes it unlawful, impossible or commercially unviable for us to continue supplying a Service, we may stop supplying it. In that case our only obligation is to refund or credit the portion of any fee you have paid for that Service that we have not yet supplied, and we are not in breach of these Terms.

14.2 New Practice Standards, new registration groups and new modules

If the NDIS Commission introduces new NDIS Practice Standards, a new registration group, or a new Supplementary Module that requires new documentation, new work or a new service scope, that work is outside the scope of your purchased package and will be treated as a new product or a separate service.

If you purchased your package before the release of the new NDIS Practice Standards or new registration group, any new documentation later developed to align with them is not included in the package you purchased before that release.

Example: New NDIS Practice Standards for Supported Independent Living (SIL), and a new registration group (0138 – Assistance with Supported Independent Living), took effect on 1 July 2026. If you purchased the NDIS Mega Platinum Package before 1 July 2026, your package did not include the new SIL package developed in response to those new NDIS Practice Standards and new registration group. To obtain the SIL documentation, you would need to purchase the new SIL package separately.

14.3 Discontinued products, former trading names and Product Codes

Product Codes determine inclusions. Each package, service and membership we sell is identified by a Product Code as well as a name. The inclusions of your purchase are those that belong to the Product Code you purchased. Inclusions belong to a Product Code, not to our brand, business name, website or platform, and they do not change when a product is renamed, rebranded, replaced or discontinued.

Discontinued Products. We may stop selling any product at any time. A Discontinued Product is not converted into, replaced by, or upgraded to any current product. The inclusions of a current product, including its guarantees, Provider Hub membership, documentation updates, Add-On Services and any new Modules or registration groups, are not added to a Discontinued Product (see Section 22.4).

Discontinuing a product ends its ongoing services. When a product becomes a Discontinued Product, the provision of every ongoing service or element included with it ends on the date it is discontinued, subject to the next paragraph. This includes documentation updates, portal, platform or membership access, and support. Those services are not transferred to, or continued on, any other platform, including the Provider Hub.

Future discontinuations. Where we discontinue a product after 30 September 2026, we will give affected clients at least 30 days’ written notice of the date its ongoing services end. A fixed included period that has already started, such as an included twelve (12)-month Platinum membership, continues until its end date.

Former Platform. Before the Provider Hub launched on 1 April 2026, we provided client access through a different platform (the Former Platform). The Former Platform was closed together with the Discontinued Products, and access to it, and to any updates or services provided through it, has ended. The Provider Hub is a new platform. It is not a continuation or replacement of the Former Platform, and access to it is not an inclusion of any Discontinued Product.

Continuing access by purchase. The owner of a Discontinued Product that included NDIS documentation may purchase a Platinum membership under Section 12.2 to access documentation updates for the Modules covered by that documentation. For that purpose only, the Discontinued Product is treated as a Package.

Superseded documents. Documentation updates are made to our current document set. We do not update, maintain or re-issue documents supplied with a Discontinued Product, or superseded versions of any document.

Centric Consultants. Before 23 July 2024, Connect and Grow Pty Ltd traded as Centric Consultants. Every product sold under the Centric Consultants name before 23 July 2024 is a Discontinued Product. Products sold under the Provider360 name have their own Product Codes and inclusions, and are not the same products. A client who purchased from Centric Consultants is entitled to the inclusions of the Product Code they purchased, except that its ongoing services ended when it was discontinued, and is not entitled to the inclusions of any Provider360 product unless they purchase it.

15. Privacy, Confidentiality, AI-Assisted Services and Use of Internal Tools

15.1 Confidentiality

Each party will keep the other’s confidential information confidential and use it only to perform its obligations under these Terms. We treat the documents and information you provide as confidential and do not disclose them to third parties without your consent, except as set out in these Terms or as required by law.

Our confidential information includes the Materials, Provider Hub content, our pricing, quotes, methodologies, templates, systems, processes and know-how. You must not disclose our pricing or quotes to a Competitor, and you must not use our confidential information for any purpose other than your own internal business use.

Exceptions. Confidential information does not include information that is or becomes public other than through a breach of these Terms, that the receiving party already lawfully held, or that the receiving party independently developed.

Permitted disclosure. A party may disclose confidential information to its personnel, professional advisers, insurers and subcontractors who need it and who are subject to equivalent obligations; to an Approved Quality Auditor, the NDIS Commission or the NDIA where you have asked us to or where we are required to; and where required by law, a court, a tribunal or a regulator.

Use of your name. We will not name you, use your logo, or publish a case study or testimonial identifying you without your written consent. We may describe our work in general terms that do not identify you. You may withdraw your consent at any time by writing to us, and we will stop using the material within a reasonable period, though we are not required to recall material already printed or distributed.

15.2 Privacy

We collect and handle personal and business information to deliver our Packages, Services and the Provider Hub, in accordance with the Australian Privacy Principles and our Privacy Policy. Some information may be stored or processed outside Australia by us or our service providers; where this occurs, we take reasonable steps to ensure it is handled in accordance with the Australian Privacy Principles. We do not sell your information.

You must not send us personal information about participants, workers or other individuals unless it is necessary for the Service and you are permitted to disclose it. Where you send us participant files or other records containing personal or sensitive information, you warrant that you have the authority to do so, and you remain the entity responsible for that information under privacy law.

15.3 AI-assisted services and documentation

We use AI Tools. We use AI Tools as part of how we build, review, improve, amend, update and maintain our documentation, and how we deliver our Services. This includes AI Tools that we operate ourselves and AI Tools supplied by third parties, including but not limited to Claude (Anthropic), ChatGPT (OpenAI) and other equivalent or successor systems.

Where AI Tools may be used. AI Tools may be used to draft, review, build, improve, amend, format, summarise, quality-check or update documentation included in NDIS Registration Platinum Packages, NDIS Documentation Template Packages (Standard Packages), Add-On Services and Provider Hub content, and to support our internal drafting, research, analysis, workflow and quality assurance.

Human review before delivery. All final outputs are reviewed by Provider360’s human NDIS Registration Specialists before they are delivered to you. AI Tools support our work. They do not replace the judgement of our specialists, and no document is delivered to you on the basis of AI output alone.

AI use is not a guarantee. The use of AI Tools does not guarantee, and is not a representation as to, NDIS registration approval, the outcome of any NDIS Quality Audit, any auditor or regulator decision, or that documentation will satisfy every requirement or preference of every auditor. Section 8 applies.

Not advice. Documentation and content prepared with the assistance of AI Tools is general in nature. It is not legal, financial, taxation, clinical or other professional advice. You remain responsible for reviewing, customising, implementing and verifying everything we deliver to you, as set out in Sections 5.4, 6.6, 10 and 11.

Confidentiality and your information. Where we use AI Tools in connection with your matter, we take reasonable steps to protect your confidential information. This includes using business or enterprise arrangements that do not permit your information to be used to train third-party models, limiting the information we input, and de-identifying information where practicable. This is subject to Sections 15.1 and 15.2. If you do not want your information processed using third-party AI Tools, tell us in writing and we will discuss what alternatives are available. This may affect delivery timeframes or the Services we are able to provide.

Limits. To the maximum extent permitted by law, and subject to Section 18.2, we are not liable for loss arising from the inherent limitations of AI Tools, including errors, omissions, inaccuracies or generic content, beyond the human review commitment set out in this clause and our obligations under the Australian Consumer Law.

15.4 Use of our own internal tools

We may use our own internally owned and operated tools, including AI Tools, to support product refinement, quality improvement, internal drafting support, workflow enhancement, internal analysis and service optimisation. Any such use is subject to our privacy and confidentiality obligations. These tools assist our internal processes and efficiency; they do not change our commitment to keeping your information confidential, and we do not use them in any way that compromises that commitment.

15.5 Your use of AI tools

If you use AI Tools to prepare, customise or complete your registration application, self-assessment answers, documents, records or evidence, you do so at your own risk. You remain fully responsible for the accuracy, completeness and truthfulness of everything you submit.

The NDIS Commission expects your application to be an accurate representation of your organisation and to be prepared with your substantial involvement (see Section 11). Content generated by AI Tools that does not accurately reflect how your organisation actually operates may cause your application to be refused or a condition to be imposed. Our guarantees do not apply to content you generated using AI Tools, and Section 19 (Indemnity) applies.

15.6 Sharing contact details with partners

To help facilitate business support services, we may share your business representative’s name, email address, phone number and relevant business details with selected referral partners, including insurance brokers, software providers, marketing agencies or other business service providers, where you have requested or authorised the referral.

This may occur where you submit a request by email, complete a referral form through the Provider Hub, or otherwise ask us to connect you with a referral partner.

By submitting a referral request or referral form, you authorise us to share the relevant information with the applicable referral partner for the purpose of contacting you, responding to your enquiry, providing quotes, offering relevant services, or assisting with your business operations.

You may opt out of having your contact details shared with referral partners at any time by emailing info@provider360.com.au. Because we share your details only when you request or authorise a referral, opting out may affect our ability to connect you with the partner you have asked for.

Referral partners are independent third parties. We are not responsible for their advice, services, fees, products, conduct, privacy practices or any agreement you enter into with them.

15.7 Record retention and re-issuing documents

We retain copies of documents we deliver to you, other than Branded Documentation (see below), for a reasonable period, and generally for at least 24 months from delivery, after which we may delete them. You are responsible for keeping your own copies and backups of everything we deliver.

Where we still hold a copy of a document other than Branded Documentation, we may re-issue it at your request. We may charge a reasonable administration fee for re-issuing documents more than 12 months after delivery, or for a second or later re-issue.

Branded and edited documentation. The following applies to documentation that we brand or edit for you as part of an NDIS Registration Platinum Package or the NDIS Documentation Editing Service (Branded Documentation), where it is delivered on or after 12 October 2026:

• Download within 72 hours. You should download your Branded Documentation within 72 hours after the email delivering it is received under Section 22.8. These are calendar hours, so weekends and public holidays count.
• Confirm in writing. You should confirm in writing, by email to info@provider360.com.au, once you have downloaded your Branded Documentation. If we do not hear from you within that 72-hour period, we will treat it as downloaded, unless our delivery email was not received or you tell us within that period that you cannot access the documentation.
• Not downloading is not a breach. Not downloading or not confirming is not a breach of these Terms. Its only effect is that your Branded Documentation is treated as downloaded. Treating it as downloaded does not mean you have accepted its content, and does not affect your right to request revisions under Section 9.3.
• Retention for 12 months. We retain a copy of your Branded Documentation for 12 months from delivery. During that period, we may re-issue it at your request, and may charge a reasonable administration fee for a second or later re-issue.
• Permanent removal after 12 months. After 12 months, your Branded Documentation is permanently removed from our systems and cannot be recovered. This does not apply to records we are required by law to keep, such as invoices and payment records.
• Access after removal. If you need us to supply your branded or edited documentation again after it has been removed, you will need to purchase a new NDIS Documentation Editing Service at the rates current at the time. This does not affect your licence under Section 13 to use copies you have already downloaded, or our obligations under the guarantees in Sections 5.3 and 6.3.

16. Payments and Refunds

16.1 Payment

Payment is due in full at the time of purchase, or by an approved instalment plan. You must complete payment to access the Package, Add-On Service or Provider Hub.

16.2 Payment plan

A four-instalment payment plan is available for the NDIS Registration Platinum Packages only. Instalments are paid fortnightly by direct debit via GoCardless or Stripe. NDIS Documentation Template Packages are not available on a payment plan. By selecting the payment plan, you authorise the automatic debit of each instalment. Once the first payment is made and delivery has commenced, the payment plan is non-cancellable, and instalments paid are non-refundable (subject to your ACL rights, any other refund expressly provided for in these Terms and the Registration Money-Back Guarantee). Delivery depends on each instalment clearing, and is staged as follows:

• Payment 1: Onboarding, eligibility assessment and registration guidance.
• Payment 2: NDIS provider registration application submission.
• Payment 3: Pre-audit review and audit support.
• Payment 4: Complete documentation suite and full Platinum membership.

If an instalment fails. If an instalment fails or is not paid when due, we may pause delivery and Provider Hub access until the amount is paid, and we may charge a reasonable fee to cover the costs of the failed payment and any re-attempt. If an instalment remains unpaid for 14 days, we may suspend or terminate the engagement under Section 21, and recover the outstanding balance together with our reasonable recovery costs. Stages already delivered remain payable in full.

16.3 Refund policy

Except as set out in these Terms, all purchases are final, and we do not offer refunds for change of mind. This refund policy is subject to, and does not limit:

• the Registration Money-Back Guarantee (Section 5.3);
• the cooling-off period for eligible Add-On Services (Section 16.4);
• any other refund expressly provided for in these Terms, including in Sections 12.6, 14.1 and 21.4; and
• your rights under the Australian Consumer Law (Section 3.4).

Except where these Terms expressly provide for a full or 100% refund, where a refund is payable, payment-processing fees, payment-plan administration fees and third-party costs are not refundable and are deducted from the refund. Refunds are made to the original payment method within a reasonable period.

Provider Hub upgrade credits. Where you upgrade your Provider Hub membership, the credit for the unused portion of your previous membership is applied to the upgrade invoice under Section 12.2. That credit is not a refund, and is not payable to you in cash.

16.4 Cooling-off period for eligible Add-On Services

A two-calendar-day cooling-off period applies, from the date of first or full payment, to the following Add-On Services: the NDIS Provider Registration Application Submission Service, the NDIS Pre-Audit Review Service, and the NDIS Documentation Editing Service. If you cancel an eligible service in writing within that period and the service has not yet been provided, you are entitled to a full refund of that service. Once the service has been provided, or once the cooling-off period ends, the cooling-off refund no longer applies.

16.5 Chargebacks and payment disputes

If you have a concern about a payment, you must raise it with us in writing first so that we have a reasonable opportunity to resolve it.

Starting a chargeback or payment dispute without first raising the issue with us, or in circumstances where a refund is not payable under these Terms or the Australian Consumer Law, is a breach of these Terms. Where that happens we may suspend your access, delivery and Services while the dispute is on foot, provide the payment provider with these Terms and evidence of delivery, and recover from you the disputed amount together with any chargeback fee and our reasonable recovery costs.

This clause does not affect your rights under the Australian Consumer Law or your rights against your payment provider.

17. Service Expiry and Unused Services

Services included in a Platinum Package (such as application submission, pre-audit review and documentation editing) must be used within twelve (12) months from the purchase date. Unused services expire after twelve (12) months and are not refundable or extendable.

Add-On Services purchased separately from a Package (the NDIS Documentation Editing Service, the NDIS Pre-Audit Review Service, and the NDIS Provider Registration Application Submission Service) must instead be used within six (6) months from the order date. Unused Add-On Services purchased separately expire after six (6) months and are not refundable or extendable (see Section 9.1).

It is your responsibility to provide the required information, documents, access and approvals in time for the services to be completed before the expiry date.

In this Section, references to the purchase date and the order date both mean the date on which your order was placed. The expiry period runs from that date, regardless of when you start using the Services. It is not paused, suspended or extended by your inactivity or delay, by a delay caused by a third party, or by any change in your circumstances.

We may, but are not obliged to, remind you before your Package or Add-On Service expires. If you need more time, you may request an extension in writing before the expiry date. Extensions are at our discretion, may be subject to conditions, and may attract a fee. Requests made after expiry will not be granted.

Unused services. Where a Package or Add-On Service expires with services unused, those services are forfeited. They are not refundable, and cannot be credited, exchanged, substituted for another service, carried over, or transferred to another person or entity. Our guarantees no longer apply to them (see Section 8.2). Nothing in this Section limits your rights under the Australian Consumer Law (see Sections 3.4 and 18.2).

If a service has expired and you later require that service, you may purchase it as an Add-On Service at the rates current at the time of purchase.

18. Disclaimer and Limitation of Liability

18.1 No warranties beyond those implied by law

To the maximum extent permitted by law, the Materials, Packages, Services and Provider Hub are provided “as is” and “as available”, without warranties of any kind except those that cannot lawfully be excluded. You are responsible for verifying information before relying on it, and you use the Materials at your own risk.

18.2 Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any rights, remedies or consumer guarantees that cannot be excluded, restricted or modified under the Australian Consumer Law or any other applicable law.

Where the Australian Consumer Law applies and the goods or services are not of a kind ordinarily acquired for personal, domestic or household use or consumption, our liability for failure to comply with a consumer guarantee is limited, at our option, to: supplying the services again; or paying the cost of having the services supplied again. This limitation does not apply where it would not be fair or reasonable for us to rely on it.

18.3 Third-party and client-dependent matters

To the maximum extent permitted by law, we are not liable for any loss arising from:

• the independent decisions of Approved Quality Auditors;
• decisions of the NDIS Commission, NDIA or any other government or regulatory body;
• your implementation, customisation or use (or failure) of the Materials;
• inaccurate or incomplete information you provide;
• delays caused by auditors, regulators or other external bodies;
• service interruptions or events outside our reasonable control;
• your use of AI Tools, or any content you generate using them;
• your engagement with, or the conduct, advice, fees, products or solvency of, any third party, including auditors, insurers, brokers, software providers, accountants and referral partners;
• loss or corruption of data or documents where you have not kept your own copies and backups; or
• any act, omission, delay or failure by you or your personnel, including a failure to follow our instructions, guidance, recommendations or suggestions.

18.4 Cap on liability and consequential loss

Subject to Section 18.2, to the maximum extent permitted by law, our total aggregate liability arising out of or in connection with these Terms (whether in contract, tort, including negligence, statute or otherwise) is limited to the amount you paid us for the Package or Service giving rise to the liability. We are not liable for any indirect, special or consequential loss, or for loss of profit, revenue, business, goodwill, opportunity or data.

For the avoidance of doubt, this cap applies to all claims in aggregate, not per claim, and is calculated on fees actually paid to us and not refunded.

18.5 Force majeure

We are not liable for any failure or delay in performing our obligations caused by an event outside our reasonable control, including acts of God, fire, flood, epidemic or pandemic, war, civil disturbance, industrial action, failure of telecommunications or internet services, third-party platform outages, cyber incidents affecting us or our suppliers, or changes in law or government action.

18.6 Time limit on claims

To the maximum extent permitted by law, and other than in respect of a right that cannot lawfully be limited, you must bring any claim against us within 12 months of the date on which you first became aware, or ought reasonably to have become aware, of the matter giving rise to the claim.

18.7 Your contribution to the loss

Our liability is reduced proportionately to the extent that your act, omission, information, delay, breach of these Terms, or failure to follow our instructions, guidance or recommendations caused or contributed to the loss.

19. Indemnity

You agree to indemnify and hold harmless Provider360, its directors, employees and affiliates from any claim, liability, loss, damage, cost or expense (including reasonable legal costs) arising from or connected with:

• your breach of these Terms;
• your misuse of the Materials or the Provider Hub, or any breach of the licence in Section 13;
• your infringement of Intellectual Property rights or any other rights, including in any logo, image, trade mark, text or other content you supply to us;
• any information, document, declaration, answer or approval you provide that is incomplete, inaccurate, out of date, false or misleading, including anything submitted to an Approved Quality Auditor, the NDIS Commission or the NDIA;
• any content you generate using AI Tools and submit as your own;
• any action, investigation, condition, penalty or sanction by a regulator due to inaccurate information or non-compliance on your part, or arising from your conduct or your operations; or
• any claim by a third party, including a participant, worker or auditor, arising from your use of, or reliance on, the Materials.

You must take reasonable steps to mitigate any loss. This indemnity is reduced to the extent that our negligence or breach of these Terms caused or contributed to the loss. We will notify you promptly of any claim to which this indemnity applies, will allow you a reasonable opportunity to participate in its defence, and will not settle it without your consent, which you must not unreasonably withhold.

20. Referral Disclaimer

Provider360 takes no responsibility for services provided to you by any third party we recommend, including software companies, insurance brokers or companies, and marketing agencies. We may receive a referral fee from some of these partners if you choose to engage them based on our recommendation. We have no referral arrangements with, and receive no referral fees from, Approved Quality Auditors. To the maximum extent permitted by law, we are not liable for any loss arising from your use of third-party referral services, and our liability for any referral is limited to the amount (if any) you paid us for the referral, and no fee is paid by you to us for referrals.

21. Suspension and Termination

21.1 When we may suspend or terminate

We may suspend or terminate all or part of a Package, Service, or your Provider Hub access, where:

• any amount payable to us is overdue, reversed, disputed without cause, or subject to a chargeback;
• you are in breach of these Terms, including the licence and acceptable use terms in Sections 12 and 13;
• we reasonably believe you have given us, an Approved Quality Auditor, the NDIS Commission or the NDIA information that is false or misleading;
• we reasonably believe you are a Competitor, or that you are using the Materials or the Provider Hub to supply, develop, replicate or benchmark competing services;
• you or your personnel engage in abusive, threatening, harassing, discriminatory or intimidating conduct towards our team (see Section 3.9);
• you fail to provide information, approvals, access or responses that we reasonably require, and that failure prevents us from continuing; or
• continuing would place us in breach of any law, or would require us to act in a way we reasonably consider to be unlawful, misleading or unethical.

21.2 Notice and opportunity to remedy

Where it is reasonable and practicable to do so, we will give you written notice of the issue and at least 10 business days to remedy it before we terminate. We may suspend immediately, and give notice afterwards, where the issue is serious, is likely to cause harm, involves suspected misuse of our Intellectual Property or credentials, or is not capable of remedy. Where Section 12.6 applies to your Provider Hub access, the notice period in that clause applies to that access.

21.3 If you decide to stop

You may stop using our Packages, Services and the Provider Hub at any time by telling us in writing. Except as expressly provided in these Terms, in an applicable guarantee, in the cooling-off period in Section 16.4, or under the Australian Consumer Law, no refund is payable, and any instalments already due remain payable.

21.4 Effect of suspension or termination

• Fees for work already performed or services already supplied remain payable.
• Where we terminate because of your breach, no refund is payable, our guarantees no longer apply, and the licence in Section 13 terminates.
• Where we terminate for convenience and you are not in breach, we will refund the portion of fees you have paid for services we have not supplied.
• Suspension does not extend any expiry period under Section 17, unless the suspension was not justified.
• Nothing in this Section limits your rights under the Australian Consumer Law (see Sections 3.4 and 18.2).
• Section 22.7 (Survival) applies.

22. General

22.1 Governing law and jurisdiction

These Terms are governed by the laws of South Australia, and the parties submit to the exclusive jurisdiction of the courts of South Australia.

22.2 Dispute resolution

In writing only. Disputes are dealt with in writing only, by email. We do not discuss or resolve disputes by telephone, in person or at a face-to-face meeting.

Step 1: Send us a dispute notice. If a dispute arises, send us a written dispute notice by email to info@provider360.com.au. Your notice should set out:

• your name, your business name and your order number;
• what the dispute is about;
• the outcome you are seeking; and
• any documents or other evidence you rely on.

Step 2: We acknowledge your notice. We will acknowledge receipt of your dispute notice in writing within 3 business days after we receive it.

Step 3: Our written response. We will review your dispute notice and respond in writing within 20 business days after we receive it. If we need further information, we will ask for it in writing. The 20 business days pause from the date of our request until we receive the information. If you do not provide it within the timeframe we reasonably specify, we may respond on the basis of the information we have.

Step 4: If the dispute is not resolved. If you are not satisfied with our written response, or we have not responded within the time set out in Step 3, either party may refer the dispute to mediation or commence proceedings. Any mediation is conducted in writing or by video link, as the mediator decides, and not in person or by telephone.

Mediation costs. The party that requests mediation pays the mediator’s fees and costs, unless the parties agree otherwise in writing. Each party bears its own costs of taking part in the mediation.

Purchases while a dispute is open. If you purchase a Package, Service or membership while a dispute is open, that purchase is a separate contract on these Terms and is supplied and charged in the usual way. Making the purchase does not mean you have given up the dispute, and does not mean we accept your position.

Offers to resolve a concern. Any discount, credit, extension, goodwill gesture or other offer we make to resolve a concern or dispute is made without admission of liability. Unless we agree otherwise in writing, it does not create an ongoing entitlement and is not a precedent for any other client (see Section 3.10).

You agree to raise any concern with us in writing under this clause first, so that we have a reasonable opportunity to resolve it. Nothing in this clause prevents you from making a complaint to a regulator, exercising your rights under the Australian Consumer Law, or expressing your honest opinion about our services.

22.3 Severability

If any provision of these Terms is held to be invalid, void or unenforceable, that provision is severed, and the remaining provisions continue in full force.

22.4 Entire agreement

These Terms, together with the inclusions on the relevant product page at the time of purchase for your Product Code, and any written variation from a director under Section 3.2, applied in the order set out in that Section, are the entire agreement between you and Provider360 and supersede all prior communications. Any waiver must be in writing and signed by us. Any variation of these Terms, and any promise of an inclusion, extension, concession or benefit that is not part of your Package, binds us only if it is in writing from a director of Connect and Grow Pty Ltd.

You acknowledge that you have not relied on any representation, statement, promise or forecast that is not set out in these Terms or on the relevant product page.

A failure or delay by us in exercising a right is not a waiver of that right. Providing a goodwill gesture under Section 3.10 does not vary these Terms or create an entitlement.

22.5 Assignment and subcontracting

You may not assign or transfer your rights under these Terms without our written consent. We may assign or transfer our rights and obligations to a related entity or successor.

We may use subcontractors and service providers to perform part of the Services. We remain responsible for the Services they perform for us, and they are subject to equivalent confidentiality obligations.

22.6 Changes to these Terms

The current Terms apply. We may change these Terms at any time. The version published on our website applies from the date it is posted, including to your continued use of any Package, Service or the Provider Hub.

It is your responsibility to review the Terms periodically.

We will show the date these Terms were last updated. Terms governing your ongoing use of the Provider Hub and the Materials apply from the date they are posted.

Ongoing services. A change applies from the date it is posted to your continued use of the Provider Hub, the Materials, support and any other ongoing or future Service. Where a change materially reduces the features of a paid Provider Hub membership you hold, we will give you at least 10 days’ notice by email, and you may cancel that membership before the change takes effect and receive a refund of the unused portion of any prepaid membership fee.

What you have already purchased. A change does not reduce the inclusions, guarantees or included periods of a Package you have already purchased, does not require you to pay again for anything you have already paid for and received, and does not remove your licence to use Materials already properly delivered to you under Section 13. This paragraph does not apply to the ending of ongoing services of a Discontinued Product under Section 14.3.

Discontinued Products. Where a product you purchased has become a Discontinued Product, the version of these Terms current at the time applies to it, including Section 14.3. The protection in the previous paragraph does not apply to its ongoing services.

Notice of material changes. Where we make a material change to these Terms, we will notify clients who hold a current Package or Provider Hub membership at least 7 business days before the change takes effect. Notification may be given by email, by a notification in the Provider Hub, or both.

22.7 Survival

The provisions on Intellectual Property, confidentiality and privacy, disclaimers and limitation of liability, indemnity, suspension and termination, and governing law survive termination or expiry.

22.8 Notices

Notices under these Terms must be in writing and sent by email: to us at info@provider360.com.au, and to you at the email address on your order or the most recent email address you have given us. A notice sent by email is taken to be received on the next business day after it is sent, unless the sender receives a delivery failure notification. We may also give notice of changes to these Terms by a notification in the Provider Hub (see Section 22.6). You must keep your contact details current.

22.9 Relationship of the parties

Nothing in these Terms creates a partnership, joint venture, employment or agency relationship. We act as an independent contractor. We are not your legal, accounting, taxation, financial, clinical or insurance adviser, and we do not act as your agent or representative before the NDIS Commission, the NDIA or any auditor, other than to make an authorised application submission where that service is included.

23. Contact Us

If you have any questions about these Terms, contact us at info@provider360.com.au. Our team will respond during business hours.

Connect and Grow Pty Ltd (ACN 656 839 253) trading as Provider360.

Last updated: 14 October 2026
Version 2.7.