Terms of Service

Last updated: 1 March 2026

1. About These Terms

These Terms of Service govern the relationship between InLife Disability Support (ABN 46 690 576 099) and the individuals, families, and organisations that use our website and services. By accessing our website or engaging our services, you agree to be bound by these terms. If you do not agree, please do not use our website or services.

2. Service Agreements

Before we commence providing disability support services, we enter into a written Service Agreement with each participant (or their authorised representative). The Service Agreement sets out:

The specific supports to be delivered and their frequency.
The applicable NDIS price limits and any agreed pricing.
The responsibilities of both InLife and the participant.
The duration of the agreement and how it can be varied or ended.
Cancellation and notice provisions.

In the event of any conflict between these Terms of Service and your individual Service Agreement, the Service Agreement will prevail to the extent of the inconsistency.

3. NDIS Pricing

InLife charges for NDIS-funded supports in accordance with the NDIS Pricing Arrangements and Price Limits published by the National Disability Insurance Agency (NDIA). Key pricing principles include:

We will not charge more than the NDIA-published price limit for any support item.
Prices are inclusive of all costs associated with delivering the support, unless otherwise specified.
We provide transparent invoicing that clearly shows the support item, date of service, unit price, quantity, and total cost.
Participants can request a breakdown of charges at any time.
Provider travel charges, if applicable, are billed in accordance with NDIA rules and are disclosed in your Service Agreement.

4. Cancellation Policy

Our cancellation policy is aligned with the NDIS Pricing Arrangements. The following terms apply:

Short-notice cancellations:If you cancel a scheduled support with less than two clear business days notice, or are not present when the support worker arrives (a “no show”), InLife may charge up to 90% of the agreed price for that support, as permitted under NDIS rules.
Reasonable cancellations: Cancellations made with at least two clear business days notice will not incur a charge.
Provider-initiated cancellations: If InLife cancels a scheduled support, we will make reasonable efforts to provide an alternative or reschedule at no additional cost.
Exceptions:We recognise that emergencies and hospital admissions occur. We will exercise discretion and compassion in applying cancellation charges where circumstances are beyond the participant’s control.

5. Complaints Process

InLife is committed to resolving complaints fairly, promptly, and transparently. If you are unhappy with any aspect of our service:

Raise it with your support team: In many cases, concerns can be resolved directly with your support worker or team leader.
Lodge a formal complaint: You can submit a complaint in writing to complaints@independentlife.au or by calling 03 7056 6625. We will acknowledge your complaint within two business days and aim to resolve it within 21 days.
External resolution: If you are not satisfied with our response, you have the right to contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at www.ndiscommission.gov.au.

You will never be disadvantaged for making a complaint. We treat all complaints as an opportunity to improve our services.

6. Participant Rights and Responsibilities

As an InLife participant, you have the right to:

Be treated with dignity and respect at all times.
Make decisions about your own supports and how they are delivered.
Receive safe, high-quality services from trained and screened workers.
Access your personal information and request corrections.
Raise concerns or complaints without fear of retribution.
Choose to change providers at any time.

As a participant, we ask that you:

Provide reasonable notice for cancellations where possible.
Treat our staff and workers with respect and courtesy.
Provide accurate and up-to-date information relevant to your supports.
Communicate any changes to your needs, goals, or NDIS plan.

7. Website Use

The content on the InLife website is provided for general information purposes only. While we take care to ensure accuracy, we do not guarantee that all information is current, complete, or error-free. Our website is not a substitute for professional medical, legal, or financial advice.

You may not use this website for any unlawful purpose, or in a way that could damage, disable, or impair the website. You must not attempt to gain unauthorised access to any part of the website, its servers, or associated systems.

8. Intellectual Property

All content on this website, including text, images, logos, and design elements, is the property of InLife Disability Support or its licensors and is protected by Australian copyright law. You may not reproduce, distribute, or modify any content without our written permission, except for personal, non-commercial use.

9. Limitation of Liability

To the maximum extent permitted by law, InLife Disability Support will not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of our website or services, including but not limited to loss of data, revenue, or anticipated savings.

Nothing in these terms excludes or limits liability that cannot be excluded under Australian law, including liability under the Australian Consumer Law for services that are not provided with due care and skill.

10. Governing Law

These Terms of Service are governed by and construed in accordance with the laws of Australia. Any disputes arising from these terms or your use of our services will be subject to the jurisdiction of the courts of Australia.

11. Changes to These Terms

We may update these terms from time to time to reflect changes in our services, legal requirements, or operational practices. Material changes will be communicated through our website. Your continued use of our website or services after changes are posted constitutes acceptance of the updated terms.

12. Contact

For questions about these Terms of Service, please contact us:

Email: hello@independentlife.au
Phone: 03 7056 6625
Post: InLife Disability Support, Australia