Terms of Service

1. Acceptance of Terms

By accessing or using SupportPath (the “Service”), including the website at supportpath.com.au and any associated mobile applications or APIs, you agree to be bound by these Terms of Service (“Terms”). If you do not agree to these Terms, you must not use the Service.

These Terms constitute a legally binding agreement between you and SupportPath (ABN 60 690 408 854) (“SupportPath”, “we”, “us”, or “our”). We may update these Terms from time to time. Continued use of the Service after updates constitutes acceptance of the revised Terms. We will notify registered users of material changes by email.

By ticking the “I agree to the Terms of Service” checkbox at registration, you confirm that you have read, understood, and accepted these Terms in full.

2. About SupportPath

SupportPath is an online provider directory and listing service that connects individuals, families, and support coordinators with NDIS providers and independent support workers across Australia. The Service allows:

• Members of the public to search, discover, and connect with NDIS providers and support workers (free of charge);
• Providers and support workers to create and manage a public-facing profile listing (subscription required for full features including direct connections).

SupportPath is a technology directory and listing service only. We do not provide disability support services, support coordination, plan management, or any NDIS-funded service. We do not facilitate the delivery of disability support. We are not affiliated with, endorsed by, or a representative of the NDIS Commission, Services Australia, or any other government agency.

The inclusion of a provider on the Service does not constitute an endorsement, recommendation, or guarantee of any kind by SupportPath.

3. User Accounts & Registration

To list services on SupportPath, providers must create an account. By creating an account you represent and warrant that:

• All information you provide is accurate, current, and complete;
• You are authorised to act on behalf of the business you register;
• You are at least 18 years of age;
• You hold a valid Australian Business Number (ABN);
• Your use of the Service complies with all applicable laws and regulations.

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must notify us immediately at hello@supportpath.com.au if you suspect any unauthorised use of your account.

We reserve the right to suspend or terminate any account that we believe, in our sole discretion, is being used in breach of these Terms or in a manner that is harmful to users, providers, or the Service.

4. Provider Listings

Providers who subscribe to a paid plan may create and manage a profile on the Service. By submitting a listing, you agree that:

• All information in your profile is accurate, truthful, and not misleading;
• You hold all required registrations, licences, and approvals (including NDIS registration) that you claim to hold;
• You will update your profile promptly if your registration status, services, or contact details change;
• You will not misrepresent your services, qualifications, or geographic coverage area.

No guarantee of service quality: SupportPath does not verify, audit, or guarantee the quality, safety, suitability, or outcomes of any provider listed on the Service. We display information provided by providers and sourced from publicly available sources. Users must independently verify provider credentials and suitability before engaging any services.

Reviews: Providers may request an export of reviews associated with their profile upon leaving SupportPath. Reviews remain publicly visible on the platform while the provider is listed. SupportPath does not charge exit fees or penalise providers for leaving.

SupportPath may remove or suspend any listing that we believe contains inaccurate, misleading, or prohibited content, without prior notice and without liability to the provider.

5. Prohibited Uses

You must not use the Service to:

• Scrape, harvest, copy, or reproduce the SupportPath provider database or any part thereof, whether manually or through automated means (bots, crawlers, scripts, APIs, browser automation, or otherwise);
• Republish, redistribute, sell, sublicense, or commercially exploit any data obtained from the Service;
• Submit false, misleading, defamatory, or fraudulent information;
• Impersonate any person or entity, or misrepresent your affiliation;
• Transmit spam, unsolicited commercial communications, or any form of harassment;
• Attempt to gain unauthorised access to any part of the Service or its underlying infrastructure;
• Interfere with, disrupt, or degrade the performance or integrity of the Service;
• Use the Service for any unlawful purpose or in violation of any applicable law or regulation;
• Create accounts or submit content using automated means;
• Circumvent any rate limiting, access controls, security measures, or technical restrictions implemented by SupportPath.

Violations of these prohibitions may result in immediate account termination, legal action, and claims for damages.

6. Intellectual Property

The SupportPath Service, including its design, software, functionality, branding, logos, and content (excluding provider-supplied content) is owned by or licensed to SupportPath and is protected by Australian and international intellectual property laws.

Compilation copyright: The SupportPath provider database constitutes an original compilation of data, including provider-supplied content and proprietary data enrichment. As a compilation, the database is an original intellectual work protected under the Copyright Act 1968 (Cth). SupportPath owns the copyright in this compilation. The selection, arrangement, coordination, and presentation of data in the database represents substantial skill and investment.

You may not reproduce, adapt, distribute, transmit, display, publish, or create derivative works from any part of the Service or its content without our prior written consent, except as expressly permitted by these Terms or applicable law.

Provider-supplied content (e.g. provider descriptions, logos, photos) remains the intellectual property of the respective provider. By submitting content to the Service, you grant SupportPath a non-exclusive, worldwide, royalty-free licence to use, display, and distribute that content on the Service and in associated marketing materials.

7. Database Protection & Anti-Scraping

Copying, scraping, harvesting, or reproducing the SupportPath provider database or any part thereof is strictly prohibited.

This prohibition applies to:

• Automated access by bots, web crawlers, scrapers, or similar tools;
• Manual copying of provider listings in bulk;
• Reproducing provider data in any competing database, directory, application, or service;
• Using provider contact details obtained from the Service for unsolicited commercial communications;
• Any form of systematic extraction of data from the Service.

The SupportPath database is protected under:

• The Copyright Act 1968 (Cth) — as an original compilation;
• The Competition and Consumer Act 2010 (Cth) — misappropriation of a competitor's database may constitute misleading or deceptive conduct or an unfair business practice;
• The common law of confidentiality and unfair competition.

SupportPath employs technical measures to detect and identify scraping and database copying, including database watermarking (the inclusion of fictitious “honeypot” entries that have no independent existence outside the SupportPath database). Discovery of watermark entries in a third-party database or application constitutes prima facie evidence of copying from SupportPath.

Violations may result in:

• Immediate account termination without refund;
• Legal proceedings for injunctive relief and/or damages under the Copyright Act 1968 (Cth);
• Claims under the Competition and Consumer Act 2010 (Cth);
• Recovery of legal costs and damages (including additional damages under s 115(4) of the Copyright Act 1968 for flagrant infringement).

8. Privacy Policy

SupportPath is committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Our full Privacy Policy is available at supportpath.com.au/privacy.

In summary, we collect personal information (including name, email, IP address, and usage data) to operate and improve the Service. We do not sell your personal information to third parties. We use third-party service providers including (but not limited to) Supabase for database hosting, Stripe for payment processing, Vercel for website hosting, Algolia for search, and Resend for transactional email. A full list is maintained in our Privacy Policy. By using the Service, you consent to our collection and use of your information as described in the Privacy Policy.

We log ToS acceptances (including email address, IP address, timestamp, and user-agent) as a record of your agreement to these Terms. This record may be used as evidence of your consent in the event of a dispute.

9. Disclaimer of Warranties

To the maximum extent permitted by law, the Service is provided “as is” and “as available” without warranties of any kind, express or implied. SupportPath does not warrant that:

• The Service will be uninterrupted, error-free, or secure;
• Any information on the Service is accurate, complete, current, or reliable;
• Any provider listed on the Service is suitable for your particular needs;
• The Service will meet your requirements.

Nothing in these Terms excludes, restricts, or modifies any guarantee, warranty, right, or remedy that cannot be excluded under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)).

10. Limitation of Liability

To the maximum extent permitted by applicable law, SupportPath and its directors, officers, employees, agents, and affiliates will not be liable for any:

• Indirect, incidental, special, consequential, or punitive damages;
• Loss of profits, revenue, data, goodwill, or business opportunity;
• Personal injury, property damage, or harm arising from your use of, or inability to use, any provider's services;
• Damages arising from reliance on any information provided on the Service.

Where liability cannot be excluded under the Australian Consumer Law, our liability is limited, at our option, to: (a) re-supplying the relevant service; or (b) paying the cost of having the service re-supplied.

Our total aggregate liability to you for any claim arising out of or in connection with these Terms or your use of the Service will not exceed the total fees paid by you to SupportPath in the 12 months preceding the claim.

11. Indemnification

You agree to indemnify, defend, and hold harmless SupportPath and its directors, officers, employees, contractors, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with:

• Your use of or access to the Service;
• Your breach of these Terms;
• Your violation of any applicable law or regulation;
• Any content you submit to the Service;
• Any scraping, copying, or misuse of the Service's data;
• Any claim by a third party arising from your actions.

12. NDIS Disclaimer

SupportPath is a provider directory and listing service. We are not responsible for the quality, safety, or suitability of any NDIS service provided by any provider listed on the Service. We make no representations about:

• Whether a listed provider will meet your individual support needs or NDIS plan goals;
• The current registration status, compliance history, or quality ratings of any provider;
• NDIS funding outcomes, plan management, or support coordination.

We strongly recommend that users:

• Verify a provider's NDIS registration on the NDIS Commission website;
• Review the provider's service agreement carefully before engaging services;
• Contact your support coordinator or plan manager for personalised advice.

13. Payment Terms

SupportPath offers the following subscription tiers: Free, Starter, Growth, Pro, and Business. Details of each tier's features and connection limits are available on the Pricing page. Provider subscriptions are available on a monthly or annual basis. By subscribing, you agree to the following:

• No lock-in: You may cancel your subscription at any time. There is no minimum commitment period.
• Billing: Subscriptions are billed in advance (monthly or annually) via Stripe, our payment processor. You authorise Stripe to charge your nominated payment method on each renewal date.
• Auto-renewal: Subscriptions automatically renew at the end of each billing period unless cancelled before the renewal date.
• Connections: Paid plans include a set number of new connections per month (as described on the Pricing page). A “connection” is a new family opening a conversation with a provider for the first time. Once connected, messaging between that family and provider is unlimited. Unused connections do not roll over between billing periods.
• Cancellation: You may cancel your subscription at any time from your provider dashboard. Cancellation takes effect at the end of the current billing period. You will retain access to your listing until that date.
• Refunds: Subscription fees are generally non-refundable. We offer a goodwill refund for new subscribers who cancel within 14 days of their first payment. No refunds are provided for partial billing periods. Nothing in these Terms excludes refund rights under the Australian Consumer Law.
• Launch pricing: Providers who subscribe during the launch period receive a 50% discount locked in for life while their subscription remains active. If a launch-priced subscription is cancelled and later restarted, the full standard price applies.
• Price changes: We may change subscription prices with at least 30 days' prior notice. Continued use after the notice period constitutes acceptance of the new price.
• Failed payments: If a payment fails, we will attempt to notify you by email. Listings may be suspended if payment remains outstanding for more than 7 days.

All prices are in Australian dollars (AUD) and are inclusive of GST where applicable.

14. Termination of Accounts

SupportPath may suspend or terminate your account and access to the Service at any time, with or without notice, if:

• You breach these Terms;
• We reasonably suspect fraudulent, abusive, or unlawful activity;
• Your NDIS registration is cancelled, suspended, or under investigation;
• You fail to pay subscription fees;
• We determine, in our sole discretion, that your listing is harmful to users or the Service.

You may close your account at any time from your dashboard settings, or by contacting us at hello@supportpath.com.au. Upon account closure, your provider listing will be removed from the Service. We may retain records of your account activity as required by law or for legitimate business purposes.

15. Dispute Resolution

Before commencing any legal proceedings, you agree to first notify SupportPath in writing of any dispute by emailing hello@supportpath.com.au. Both parties will attempt to resolve the dispute through good faith negotiation for a period of 30 days from the date of the written notice. If the dispute is not resolved within 30 days, either party may pursue legal remedies in accordance with Section 16 (Governing Law).

16. Governing Law

These Terms are governed by the laws of the State of Victoria, Australia. You submit to the exclusive jurisdiction of the courts of Victoria for any dispute arising under or in connection with these Terms, without prejudice to SupportPath's right to seek injunctive or other emergency relief in any jurisdiction.

To the extent of any inconsistency between these Terms and the Australian Consumer Law, the Australian Consumer Law prevails.

Neither party will be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond the reasonable control of that party, including but not limited to natural disasters, government actions, power failures, internet or telecommunications outages, or third-party service provider outages.

17. Contact Information

For questions, complaints, or legal notices regarding these Terms, please contact:

We will endeavour to respond to all inquiries within 5 business days.