Terms of Service

Agreement to Terms

By accessing or using the VitalStart Marketplace platform ("Platform"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not use the Platform.

These Terms apply to all users, including care recipients, family members, support workers, care coordinators, and host providers.

About Our Platform

VitalStart is a marketplace that connects care recipients with support workers for aged care and disability support services. We do not provide care services directly—we facilitate connections between service recipients and providers.

Workers on our platform may be employees of host providers or independent contractors. The contractual relationship for service delivery is between you and the service provider, not VitalStart.

User Obligations

All Users Must:

• Provide accurate and complete information
• Use the Platform lawfully and for its intended purpose
• Respect the rights and dignity of all users
• Maintain confidentiality of account credentials
• Report any concerns or incidents promptly

Care Recipients Must:

• Provide accurate information about care needs
• Ensure a safe environment for support workers
• Pay for services as agreed
• Give reasonable notice for booking cancellations

Support Workers Must:

• Maintain current screening and credentials
• Comply with NDIS Code of Conduct and Aged Care Quality Standards
• Provide services as agreed in service plans
• Report incidents and concerns as required
• Maintain appropriate insurance coverage

Prohibited Conduct

You may not:

• Provide false or misleading information
• Harass, abuse, or threaten other users
• Circumvent the Platform to avoid fees
• Share account access with unauthorised persons
• Use the Platform for any unlawful purpose
• Attempt to interfere with Platform operations
• Solicit workers or clients outside the Platform

Payments and Fees

Service fees are set by providers and displayed on the Platform. Prices include GST where applicable. VitalStart may charge platform fees for facilitating bookings and payments.

For NDIS and aged care funded clients, claims are processed according to the relevant funding arrangements. Self-managed participants are responsible for ensuring sufficient plan budget.

Cancellations

Cancellation policies vary by service type. Generally:

• 24+ hours notice: No cancellation fee
• Less than 24 hours: Up to 90% of service fee may apply
• No-show: Full service fee may apply

Workers may also cancel with reasonable notice. Repeated cancellations may result in account restrictions.

Disclaimers and Limitations

The Platform is provided "as is" without warranties of any kind. We do not guarantee the availability, quality, or suitability of any worker or service.

To the maximum extent permitted by law, VitalStart is not liable for any indirect, incidental, or consequential damages arising from Platform use.

These limitations do not exclude liability that cannot be excluded under Australian Consumer Law.

Account Termination

We may suspend or terminate your account for violation of these Terms, fraudulent activity, or any conduct that harms other users or the Platform.

You may close your account at any time by contacting us. Outstanding payments remain due upon termination.

Governing Law

These Terms are governed by the laws of New South Wales, Australia. You submit to the non-exclusive jurisdiction of the courts of New South Wales.