These Platform Terms of Use (Terms) apply to your use of awareness-services.com and its related pages, our booking system, member accounts, practitioner support plans, message support line, Awareness AI, Joy and our other online tools and resources (together, the Platform).

These Terms are the membership terms and conditions referred to in our Privacy Policy. They replace the terms and conditions in the document titled “Privacy Policy, Terms & Conditions” dated September 2026.

In these Terms:

• we, us, our and Awareness Services mean Awareness Services Pty Ltd (ABN 38 671 588 800, ACN 671 588 800);
• you means the person using the Platform, and includes a Practitioner, a Client and a website visitor;
• Practitioner means an independent health, mental health, allied health, wellbeing or other professional who holds a Plan and offers services to Clients through the Platform;
• Client means a person who books or receives services from a Practitioner through the Platform, or their parent, guardian or authorised representative;
• Plan means a practitioner support plan described in section 5;
• ACL means the Australian Consumer Law in Schedule 2 to the Competition and Consumer Act 2010 (Cth).

Practitioners accept these Terms when they buy a Plan or create a Practitioner account, by ticking the box at checkout or sign-up. Other users accept these Terms by creating an account or making a booking. If you do not agree to these Terms, please do not use the Platform.

Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the ACL or any other law that cannot lawfully be excluded, restricted or modified. If a clause would otherwise do so, it applies only to the extent the law allows.

The Platform is operated by Awareness Services Pty Ltd (ABN 38 671 588 800, ACN 671 588 800), a company based in New South Wales, Australia (NSW 2295).

Awareness Services provides an online platform, booking system and support tools for independent Practitioners and their Clients. We do not provide clinical treatment, health advice or NDIS supports except where we expressly say so in writing.

Each Practitioner is a separate, independent business. Practitioners are not our employees, agents or partners, and they act under their own registration, accreditation and insurance. The Practitioner, not Awareness Services, is responsible for the services they provide to Clients.

Depending on the Plan, the Platform may include:

• Practitioner support plans: set-up and ongoing access to the Platform and the inclusions listed for each Plan on our Get Started page;
• Booking system: an online system that lets Clients book, reschedule and cancel appointments with Practitioners, and sends confirmations and reminders;
• Message support line: a messaging service for questions about the Platform, your account and your Plan. You can message us at any time and we will reply as soon as we reasonably can, generally during business hours (AEST/AEDT). It is not a clinical, crisis or emergency service;
• NDIS registration support and compliance support (where included in your Plan): guidance, templates, checklists and reminders to help you prepare an application to the NDIS Quality and Safeguards Commission and meet your ongoing obligations;
• Awareness AI and Joy: AI tools described in section 3.4;
• Resources: the Online Goal-Oriented Journal, therapeutic resources, medical support referrals and other materials we make available from time to time.

NDIS registration is decided by the NDIS Quality and Safeguards Commission, not by Awareness Services. Registration audits are carried out by approved quality auditors, and audit fees may apply. We do not guarantee that you will be registered, that an audit will be passed or that you will remain compliant. You remain responsible for your own compliance.

Medical support referrals help you find suitable medical services. We do not provide medical care, and any fees charged by the medical provider are payable to that provider.

Joy and Awareness AI. Joy is an AI assistant that offers general information and reflection prompts about mental, financial and physical wellbeing. Awareness AI is a set of AI-assisted tools for Practitioners’ professional and administrative work. When you use them, please keep in mind that:

• they are AI tools, not people, and their responses are generated automatically and can be wrong, incomplete or out of date;
• they are not a doctor, psychologist, counsellor, financial adviser or other professional, and they do not provide clinical, medical, psychological, financial or legal advice;
• they are not crisis support. In an emergency call 000, or Lifeline on 13 11 14;
• Practitioners must use their own professional judgement and must check any AI output before relying on it or using it with a Client;
• how we handle information you enter is explained in section 7 of our Privacy Policy.

We do not promise that you will receive any particular number of bookings, Clients, referrals or income from using the Platform. Your results depend on your own services, rates, availability, marketing and other factors outside our control.

We aim to keep the Platform available and working properly, but it may sometimes be unavailable because of maintenance, updates or events outside our reasonable control. We will try to give notice of planned maintenance where practicable.

You must be at least 18 years old to create an account or hold a Plan. A parent, guardian or authorised representative may make a booking for a Client under 18, consistent with our Privacy Policy.

You must give us accurate and complete information and keep it up to date. You are responsible for keeping your login details confidential and for activity on your account. Please tell us promptly if you think your account has been compromised.

Practitioners are solely responsible for:

• holding and maintaining any registration, accreditation or membership required for their services (for example, registration with Ahpra or accreditation with a professional association), and practising within its scope;
• holding appropriate professional indemnity and public liability insurance;
• meeting their own obligations under the National Disability Insurance Scheme Act 2013 (Cth) and its rules, including NDIS registration where required, worker screening, the NDIS Code of Conduct and NDIS pricing rules;
• their clinical decisions, records, informed consent, risk management and duty of care to Clients;
• complying with health advertising laws, privacy laws, tax law (including GST) and any other law that applies to their practice;
• setting their own fees, hours and cancellation policy, and accurately describing their qualifications and services on the Platform.

We may ask Practitioners for evidence of registration, accreditation, insurance or NDIS status, and may suspend a profile while we check it. Checking these details does not make us responsible for a Practitioner’s services.

The current Plans are:

• Professional Package: $290 + GST, plus a $79 per month booking system fee;
• NDIS Package: $490 + GST, plus a $79 per month booking system fee;
• Leadership Package: $790 + GST, plus a $79 per month booking system fee.

The package price is a one-off set-up fee charged when you buy the Plan. The booking system fee is charged monthly in advance from the date you buy the Plan. The inclusions for each Plan are listed on our Get Started page at the time you buy.

All prices are in Australian dollars. Prices shown as “+ GST” exclude GST, and GST is added at the applicable rate. Unless a price is stated to include GST, the booking system fee also excludes GST. We will give you a tax invoice for each payment.

You authorise us and our third-party payment processor to charge your nominated payment method for the set-up fee and each monthly booking system fee until your Plan is cancelled. If a payment fails, we will let you know and may suspend access to paid features until the payment is made.

We may change our prices or Plan inclusions for future billing periods by giving you at least 30 days’ written notice. If a change is materially adverse to you, you may cancel your Plan before the change takes effect and we will refund any fees you have prepaid for the period after cancellation.

Any third-party fees, such as NDIS audit fees, insurance premiums, medical provider fees or professional association fees, are separate and are payable by you to the relevant third party unless your Plan expressly says otherwise.

Practitioners can cancel their Plan at any time, with no lock-in contract, through the cancellation function in their account or by emailing link@awareness-services.com.

Cancellation takes effect at the end of your current monthly billing period. You keep access to the Platform and your Plan inclusions until then, and we will not charge any further booking system fees after that date.

Before your access ends, please download any information you need to keep, such as booking records and Client contact details. Practitioners are responsible for retaining their own clinical records.

If you have upcoming Client appointments booked through the Platform, please let those Clients know and arrange to cancel or move the appointments before your cancellation takes effect.

Our services come with guarantees that cannot be excluded under the ACL. For example, services must be provided with due care and skill, be fit for any purpose we have agreed to, and be supplied within a reasonable time.

If our services fail to meet a consumer guarantee, you may be entitled to a remedy. For a major failure, you can cancel the service and receive a refund for the unused portion, or claim compensation for its reduced value. You may also be entitled to compensation for any other reasonably foreseeable loss or damage. For a failure that is not major, we will fix the problem within a reasonable time, and if we do not, you can get a refund or have the problem fixed by someone else and recover the reasonable costs from us.

We will also refund prepaid fees on a pro-rata basis if:

• we cancel your Plan or close your account for a reason that is not your breach of these Terms (see section 13.2);
• you cancel because of a materially adverse change to these Terms, prices or Plan inclusions (see sections 5.5 and 14.2); or
• we are unable to provide a paid service we have agreed to provide.

Outside the cases above and your rights under the ACL, we are not required to give a refund if you simply change your mind. You can still contact us about any concern and we will consider your request fairly.

To ask for a refund, email link@awareness-services.com with your name, account details and the reason for your request. We will respond within 10 business days. Approved refunds are paid to the original payment method.

The booking system allows Clients to book, reschedule and cancel appointments with Practitioners. The agreement for the Practitioner’s services is between the Client and the Practitioner, not with Awareness Services.

Each Practitioner sets their own fees, payment terms and cancellation and rescheduling policy, which applies to appointments with that Practitioner. Practitioners must make their policy clear to Clients before a booking is confirmed. Clients should read the Practitioner’s policy before booking.

Clients can usually cancel or reschedule an appointment through the link in their booking confirmation, or by contacting the Practitioner directly. Any cancellation fee or refund for an appointment is a matter for the Practitioner under their own policy and the law, including the ACL and, for NDIS participants, the NDIS pricing arrangements.

Questions or complaints about a Practitioner’s services should first be raised with the Practitioner. You can also contact us at link@awareness-services.com and we will try to help. If your concern is about a registered health practitioner’s conduct, you can contact Ahpra or the Health Care Complaints Commission (NSW). Concerns about NDIS supports can be raised with the NDIS Quality and Safeguards Commission.

When using the Platform, you must not:

• break any law, or infringe anyone’s rights, including privacy and intellectual property rights;
• give false or misleading information, impersonate another person, or misrepresent your qualifications, registration or services;
• publish advertising that breaches health advertising law, including testimonials about clinical services or claims that create unreasonable expectations of benefit;
• upload or send anything unlawful, harmful, abusive, harassing, discriminatory or offensive;
• upload Client Health Information into general fields, messages or AI tools except as the Platform is designed for and as permitted by law and the Client’s consent;
• use Joy or Awareness AI to make clinical decisions without your own professional review, or to generate content that is unlawful or harmful;
• interfere with the security or operation of the Platform, including by introducing malware, scraping, probing, or trying to access accounts or data that are not yours;
• resell, sublicense or share access to your account or Plan without our written consent;
• use the Platform to send unsolicited commercial messages in breach of the Spam Act 2003 (Cth).

We may remove content, suspend features or take other reasonable steps if we believe on reasonable grounds that these rules have been breached.

We or our licensors own the intellectual property in the Platform, including its software, design, text, graphics, logos, the Awareness Services name, the Online Goal-Oriented Journal, therapeutic resources and other materials we provide.

While your account is active, we give you a non-exclusive, non-transferable, revocable licence to use the Platform and our materials for your own practice or personal use, in line with these Terms. You must not copy, sell, publish or create derivative works from our materials except as these Terms allow or with our written consent.

You keep ownership of content you upload, such as your profile, photos and practice materials. You give us a non-exclusive, royalty-free licence to host, display and use that content to operate and promote the Platform, for example by showing your profile on our website, while your account is active. You must have the right to grant this licence.

As between you and us, you own any outputs that Awareness AI or Joy generate for you, to the extent the law allows. You are responsible for checking them before you use them.

Our commitment. People who use the Platform, and Clients in particular, may share information about their health, wellbeing and personal lives. We take that trust seriously. We are bound by the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles (APPs), and we handle Personal Information in line with them and with our Privacy Policy. Our Privacy Policy explains in more detail what we collect, how we use and disclose it, how Joy and Awareness AI handle information, and how to make a request or complaint. If anything in this section is inconsistent with our Privacy Policy, the Privacy Policy prevails to the extent of the inconsistency.

In this section:

• Personal Information and Sensitive Information have the meanings given in the Privacy Act;
• Health Information means information or an opinion about a person’s physical or mental health, wellbeing or disability (including participation in the NDIS), or about health services provided or to be provided to them;
• Client Information means Personal Information about a Client that a Practitioner or Client enters into the Platform, or that is generated through the Practitioner’s use of the Platform, such as booking details and answers to intake forms or assessments. Client Information that is Health Information is Client Health Information.

Health information is sensitive. Health Information is Sensitive Information under the Privacy Act and receives a higher level of protection. We collect it only where it is reasonably necessary for the Platform and with express consent, or where the law otherwise permits, and we use it only for the purpose for which it was collected or a directly related purpose you would reasonably expect. To the extent it applies to us, we also comply with the Health Records and Information Privacy Act 2002 (NSW) and its Health Privacy Principles. Please do not include Health Information in general enquiry forms or ordinary email unless we ask you to.

Practitioners are responsible for their Client records. Practitioners own their Client records, including Client Information they store on the Platform, and remain responsible for that information and for their Clients’ consent. As a separate business, each Practitioner is responsible for:

• collecting, using and disclosing Client Information lawfully, including having their own privacy policy and collection notice, and obtaining any consent they need from Clients or their authorised representatives, including consent to manage Client Information using the Platform and its service providers;
• meeting the professional confidentiality obligations that apply to them, for example the code of conduct of their National Board under Ahpra, the AASW Code of Ethics or their professional association’s code and, for NDIS providers, the NDIS Code of Conduct and the NDIS Practice Standards;
• keeping complete and accurate clinical and service records, and retaining, securing and destroying them as the law requires, including under state and territory health records laws such as the Health Records and Information Privacy Act 2002 (NSW), the Health Records Act 2001 (Vic) and the Health Records (Privacy and Access) Act 1997 (ACT);
• responding to their Clients’ requests to access or correct their records, and to their Clients’ privacy complaints;
• their own obligations under the Privacy Act, including the Notifiable Data Breaches scheme, and any mandatory reporting obligations, such as child protection reporting and NDIS reportable incidents.

How we hold Client Information. When a Practitioner stores Client Information on the Platform, we hold it on the Practitioner’s behalf and use it only to provide the Platform to that Practitioner, for example to manage bookings, send confirmations and reminders, and keep the service secure and working. We do not contact a Practitioner’s Clients except to provide the Platform, such as sending booking messages, or where the law requires or permits it (see section 11.16).

How we use information. We use Personal Information about Practitioners and Clients only to provide, support, secure and improve the Platform, manage accounts and billing, communicate with you and meet our legal obligations, as set out in our Privacy Policy. In particular:

• we never sell Personal Information;
• we do not disclose Personal Information to third parties for their own marketing;
• we do not use Client Information or Health Information for advertising, and it is our policy not to send Health Information, journal content or Joy or Awareness AI content to analytics or advertising providers;
• we do not use Sensitive Information for direct marketing without your express consent;
• we do not use Personal Information to train or fine-tune AI models;
• we may send Practitioners information about our own services where the law allows. You can opt out at any time, and we will still send the service and account messages you need.

Limited staff access. Within Awareness Services, access to Personal Information is limited to staff who need it to do their job, for example to resolve a support request you raise or to keep the Platform secure. Our staff are bound by confidentiality obligations. Our staff cannot read the content of your Online Goal-Oriented Journal entries or your Joy or Awareness AI chats.

Joy conversations. We do not keep Joy conversation history after your session ends. While you are chatting, your messages are sent to our third-party AI service provider so that it can generate a response, and that provider may process them outside Australia (see section 11.10). To protect your privacy, please do not share identifying clinical details with Joy, such as names, dates of birth, addresses, Medicare or NDIS numbers, or details of a diagnosis or treatment that could identify you or someone else. Practitioners must not enter information that identifies a Client into Joy, and should remove or minimise identifying details before using Awareness AI (see section 9.1). If you want to keep something from a Joy conversation, please save it yourself, for example in the Online Goal-Oriented Journal. Joy is not monitored by a person and is not a crisis service. In an emergency call 000, or Lifeline on 13 11 14.

Keeping information secure. We take reasonable steps, as APP 11 requires, to protect Personal Information from misuse, interference and loss, and from unauthorised access, modification or disclosure. These steps include encryption in transit (TLS), role-based access controls, firewalls and security software, regular updates and backups, staff confidentiality obligations and checks on our service providers. You can help by using a strong, unique password, keeping your login details to yourself, signing out on shared devices and telling us promptly if you think your account has been compromised. Practitioners must also take reasonable steps to secure the devices and accounts they use to access Client Information. No method of transmission or storage is completely secure, so we cannot promise that information will never be accessed without authorisation. Ordinary email is not end-to-end encrypted, so please do not send Sensitive Information by email.

Where information is stored. We use third-party service providers to operate the Platform, such as providers of website hosting, our booking system, forms, payment processing, email and AI services, and we require them to handle Personal Information securely and only to provide services to us. Some of these providers store or process Personal Information outside Australia, which may include the United States of America and other countries where those providers or their data centres operate. Before we disclose Personal Information to an overseas recipient, we take reasonable steps to ensure the recipient does not breach the APPs, as APP 8 requires, for example through contractual commitments, unless an exception under APP 8 applies. Practitioners should tell their Clients in their own privacy policy that Client Information may be stored or processed overseas in this way.

If a data breach happens. We maintain a data breach response plan. If we suspect a data breach, we will act promptly to contain it and take reasonable steps to assess it within 30 days. If it is an eligible data breach under the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act, meaning it is likely to result in serious harm to any of the people affected, we will notify the affected people and the Office of the Australian Information Commissioner (OAIC) as soon as practicable, and recommend steps they can take. If a breach involves Client Information, we will tell the affected Practitioner promptly and work with them so that each of us can meet our obligations.

Telling us about a suspected breach. Practitioners must tell us promptly at link@awareness-services.com if they suspect a breach involving the Platform or their account, for example a lost or stolen device, a shared or compromised password, or Client Information sent to the wrong person, and must cooperate reasonably with our assessment. Practitioners remain responsible for assessing and notifying breaches of their own systems and records. Anyone else can also report a suspected breach to us at any time.

Confidential business information. Each of us may receive non-public information about the other’s business, such as a Practitioner’s fees, referral sources and business arrangements, or our non-public pricing, product plans and security information (Confidential Information). Each of us must keep the other’s Confidential Information confidential, use it only for the purposes of these Terms, and disclose it only to personnel and professional advisers who need to know it and are bound to keep it confidential. This obligation does not apply to information that is or becomes public other than through a breach of these Terms, that the receiving party already lawfully had or developed independently, or that must be disclosed by law, a court or a regulator, in which case the receiving party will give notice where lawful and practicable. This obligation continues after these Terms end.

When an account closes. Before a Practitioner’s account closes, the Practitioner can export or download their data, including booking records and Client contact details, and should do so to meet their own record-keeping obligations (see section 6.3). After closure, we stop using that Practitioner’s Client Information to provide the Platform, and we securely delete or de-identify Personal Information we no longer need within a reasonable period, unless the law requires us to keep it or we reasonably need it for legal, tax or dispute-resolution purposes, as described in our Privacy Policy (for example, financial and tax records are kept for at least 7 years). Online Goal-Oriented Journal content is deleted when you delete it or close your account, unless the law requires otherwise. Copies in backups may remain for a limited period until those backups are overwritten.

Access and correction. You can ask for access to, or correction of, the Personal Information we hold about you by emailing link@awareness-services.com. We will need to verify your identity and will respond within 30 days. We do not charge you to make a request. We may charge a reasonable fee for providing access, such as copying costs, and will tell you before we proceed. If we refuse a request, we will give you written reasons and tell you how to complain. For records held by a Practitioner, please contact the Practitioner directly. We will help direct your request where we can.

Limits of confidentiality. Confidentiality has limits. We, or a Practitioner, may use or disclose Personal Information without consent where the Privacy Act or another law permits or requires it, including:

• where we reasonably believe it is necessary to lessen or prevent a serious threat to the life, health or safety of any person, or to public health or safety, which may include contacting emergency services or a nominated emergency contact;
• where it is required or authorised by law, a court or tribunal order, a subpoena or a warrant;
• to meet mandatory reporting obligations, including child protection obligations;
• where we suspect unlawful activity or serious misconduct, or for enforcement-related activities;
• to establish, exercise or defend a legal or equitable claim.

Questions and complaints. If you have a question or concern about how we handle Personal Information, please email our Privacy Officer at link@awareness-services.com. We will acknowledge your complaint within 5 business days, investigate it and give you a written response within 30 days. If you are not satisfied with our response, you can contact:

• the Office of the Australian Information Commissioner: oaic.gov.au or 1300 363 992; or
• for complaints about Health Information handled in New South Wales, the NSW Information and Privacy Commission: ipc.nsw.gov.au or 1800 472 679.

Concerns about how a Practitioner handles Client Information should first be raised with that Practitioner. You can also contact us and we will try to help, or contact the OAIC.

Nothing in this section excludes, restricts or modifies any consumer guarantee, right or remedy you have under the ACL or any other law that cannot lawfully be excluded, restricted or modified.

Where our services are not of a kind ordinarily acquired for personal, domestic or household use, and to the extent the law allows, our liability for failing to comply with a consumer guarantee is limited, at our choice, to supplying the services again or paying the cost of having them supplied again.

To the extent the law allows, and subject to section 12.1, our total liability to you arising out of or in connection with the Platform or these Terms is limited to the fees you paid us in the 12 months before the event giving rise to the claim.

To the extent the law allows, we are not liable for any indirect or consequential loss, or for loss of profit, revenue, data or opportunity, arising out of or in connection with the Platform or these Terms.

To the extent the law allows, we are not liable for the services, advice, conduct or omissions of Practitioners or other third parties, for decisions made by the NDIS Quality and Safeguards Commission, auditors or other regulators, or for loss caused by your reliance on AI outputs without appropriate professional review.

Our liability is reduced to the extent that any loss was caused or contributed to by you, including by your breach of these Terms or your negligence.

Practitioners indemnify us against claims, losses and costs arising from their services to Clients, their breach of these Terms or their breach of the law, except to the extent the claim, loss or cost was caused by our breach of these Terms, our negligence or our wilful misconduct.

We may suspend or close your account, with written notice, if you materially breach these Terms and do not fix the breach within 14 days after we ask you to, or immediately if the breach cannot be fixed or involves a serious risk of harm to any person, unlawful conduct, loss of a required registration, or fraud.

We may also stop providing the Platform or close your account for any other reason by giving you at least 30 days’ written notice. If we do, we will refund any prepaid fees for the period after your access ends.

When your account closes, your right to use the Platform ends. Clauses that by their nature should continue, such as those about intellectual property, privacy and confidentiality, liability and governing law, continue to apply. We handle information after closure as described in our Privacy Policy.

We may update these Terms from time to time, for example to reflect changes to our services or the law. The current version will always be available on this page with its date and version number.

We will give Practitioners at least 30 days’ written notice of any change that is materially adverse to them, by email or through the Platform. If you do not agree with the change, you may cancel your Plan before it takes effect and we will refund any fees you have prepaid for the period after cancellation.

Changes that are not materially adverse to you, such as clarifications or changes required by law, may take effect when we publish them.

If you have a complaint or dispute with us, please email link@awareness-services.com first. We will acknowledge it within 5 business days and try to resolve it within 30 days. This does not stop you from contacting NSW Fair Trading, the ACCC or another regulator, or from seeking urgent relief from a court.

These Terms are governed by the laws of New South Wales, Australia. You and we submit to the non-exclusive jurisdiction of the courts of New South Wales and the courts that may hear appeals from them.

If any part of these Terms is invalid or unenforceable, it will be read down or severed to the extent necessary, and the rest of these Terms will continue to apply.

We are not liable for delay or failure to perform caused by events outside our reasonable control, but we will take reasonable steps to minimise the effect.

These Terms, together with our Privacy Policy and the Plan details on our Get Started page at the time of purchase, are the entire agreement between you and us about the Platform.

For questions about these Terms, your Plan, cancellations or refunds, please email link@awareness-services.com or call (02) 4907 1000.

Awareness Services Pty Ltd (ABN 38 671 588 800, ACN 671 588 800) is based in NSW 2295, Australia.

If you need an interpreter, contact the Translating and Interpreting Service on 131 450. If you are deaf or have a hearing or speech impairment, contact us through the National Relay Service.