CareNest Australia
Website: www.carenestaustralia.com
Effective Date: 16 August 2026
At CareNest Australia, we aim to make payments for our services secure, transparent and straightforward. This Payment Policy explains the payment methods we may accept, when payment is required, how payments are processed, and what happens in the event of a failed or disputed transaction.
This policy should be read together with our Terms of Service, Cancellation Policy and Privacy Policy.
1. Scope of This Policy
This Payment Policy applies to payments made for services or products offered through CareNest Australia, which may include:
Caregiver booking and home-care services
Caregiver matching or placement services
Recruitment-related services
Online learning courses
eBooks and other digital products
Training and educational materials
Other paid services made available through our website
The payment terms applicable to a particular service may also be set out in your booking confirmation, invoice, service agreement or checkout page.
2. Payment Methods
Depending on the service, CareNest Australia may accept payments through approved payment methods displayed on our website.
These may include:
Credit cards
Debit cards
Electronic funds transfer
Online payment gateways
Other payment methods made available by CareNest Australia
Not every payment method will necessarily be available for every service.
3. Online Payment Processing
Payments made online may be processed through third-party payment providers.
When you make a payment through a third-party payment gateway, your payment may be subject to the provider's own terms, conditions and privacy policy.
CareNest Australia does not normally have access to full payment-card information where the transaction is processed directly by the relevant payment provider.
4. Payment Information
When making a payment, you agree to provide accurate and complete billing information.
Depending on the payment method, we may collect or receive information such as:
Full name
Billing address
Email address
Telephone number
Transaction reference
Payment amount
Date and time of payment
Limited payment or transaction information supplied by the payment provider
Payment-card details may be processed directly by the relevant payment provider in accordance with its security and privacy requirements.
5. Payment Confirmation
Once a successful payment has been processed, you may receive a payment confirmation or receipt by email or through the relevant platform.
A payment confirmation does not necessarily mean that a service booking has been accepted unless the service itself has also been confirmed by CareNest Australia.
Where applicable, your booking or service confirmation will be provided separately.
6. When Payment Is Required
The timing of payment will depend on the service purchased.
Payment may be required:
At the time of booking
Before a service commences
Before access to an online course is provided
Before a digital product is made available
In accordance with an invoice
By instalments where expressly agreed
Under a separate service agreement
The applicable payment requirements will be communicated before you are required to commit to the purchase.
7. Prices and Fees
Prices displayed on our website will generally be shown in Australian dollars (AUD) unless otherwise stated.
Where applicable, prices may include GST or other taxes required by law. Where GST or another charge is not included in the advertised price, this will be indicated before payment is completed.
Additional charges, where applicable, will be disclosed before you are required to make payment.
8. Taxes and GST
Where CareNest Australia is required to charge GST or another applicable tax, the relevant tax will be included in the amount payable or separately identified on your invoice or receipt.
Tax treatment may vary depending on the nature of the service and the customer's circumstances.
9. Failed or Declined Payments
If a payment is declined, rejected or otherwise unsuccessful, we may contact you to request an alternative payment method.
A service, booking, course or digital product may not be activated or confirmed until the required payment has been successfully received.
CareNest Australia is not responsible for delays caused by a bank, payment provider, card issuer or other third party outside our reasonable control.
10. Incorrect Payment Amounts
If you believe you have been charged incorrectly, please contact us as soon as possible.
When contacting us, please provide:
Your full name
Booking or order number
Transaction reference
Date of payment
Amount paid
Details of the issue
We will review the transaction and, where an error has occurred, take reasonable steps to correct it.
11. Duplicate Payments
If you believe you have accidentally made more than one payment for the same service or order, please contact us promptly.
We will investigate the transaction and, where appropriate, arrange a refund of any verified duplicate payment.
12. Refunds
Refunds are governed by our Cancellation Policy, together with any specific refund terms applicable to the service or product purchased.
Where a refund is approved, it will generally be processed using the original payment method.
The time taken for the refund to appear in your account may depend on the relevant bank, card issuer or payment provider.
Nothing in this policy limits any refund or remedy you may have under the Australian Consumer Law.
13. Online Courses and Digital Products
Payment for online courses, eBooks and other digital products may be required before access is provided.
Once payment has been successfully processed, access may be provided immediately or within the period stated on the relevant product page or confirmation.
Digital products are intended for the purchaser's personal use unless otherwise stated.
You must not share paid course access, account credentials or paid digital content with unauthorised persons.
Any applicable refund or cancellation terms will be displayed at the time of purchase and are subject to applicable Australian consumer rights.
14. Caregiver and Recruitment Services
Where CareNest Australia charges fees for recruitment, caregiver matching, placement, administration, training or related services, the applicable fees and payment requirements will be communicated before the service is purchased.
Payment for a recruitment or placement service does not necessarily guarantee:
Employment
A specific caregiver placement
Sponsorship
Visa approval
Immigration approval
A particular employer
A particular start date
Where a separate written agreement applies, that agreement may contain additional payment terms.
15. Payment Disputes
We encourage customers to contact CareNest Australia before initiating a payment dispute or chargeback so that we can investigate the matter.
If you believe a transaction is unauthorised, fraudulent or incorrect, please notify us immediately.
Nothing in this section prevents you from exercising rights available to you through your bank, card provider, payment provider or under applicable law.
16. Unauthorised Transactions
If you believe your payment method has been used without your authorisation to purchase a CareNest service, please contact your financial institution immediately and notify CareNest Australia.
We may request additional information to investigate the transaction.
17. Payment Security
CareNest Australia takes reasonable steps to protect payment-related information and uses reputable payment service providers where applicable.
However, no online system can be guaranteed to be completely secure.
Customers should take reasonable precautions to protect their devices, passwords and payment information.
CareNest Australia will never knowingly request your full card number, card PIN or banking password by ordinary email.
18. Third-Party Payment Providers
Payments may be processed through third-party platforms and payment gateways.
Third-party providers may apply their own:
Terms and conditions
Fees
Processing times
Security measures
Refund processes
Privacy policies
You should review the relevant provider's terms where applicable.
19. Currency and International Payments
Where a customer makes a payment from outside Australia, the payment may be converted into Australian dollars by the relevant bank, card issuer or payment provider.
Exchange rates and international transaction fees are generally determined by the relevant financial institution or payment provider.
CareNest Australia is not responsible for foreign exchange fluctuations or fees charged by a customer's financial institution.
20. Late or Outstanding Payments
Where payment is required before a service is provided, CareNest Australia may suspend, delay or cancel the relevant service if payment is not received by the stated due date.
Where an invoice has been issued, the payment due date stated on the invoice will apply unless otherwise agreed in writing.
21. Pricing Changes
CareNest Australia may change prices from time to time.
Price changes will not normally affect an order or booking that has already been confirmed and paid for, except where required by law or expressly agreed otherwise.
Any recurring or subscription-based services will be subject to the pricing terms communicated before the subscription is commenced.
22. Consumer Rights
Nothing in this Payment Policy excludes, restricts or modifies any rights, guarantees or remedies that cannot legally be excluded under Australian law.
If a service does not meet applicable consumer guarantees, you may have rights to a repair, replacement, refund or other remedy depending on the circumstances.
23. Cancellation and Refund Policy
For more information about cancellations and refunds, please refer to:
Cancellation Policy: www.carenestaustralia.com/cancellation-policy
Where there is any inconsistency between a general payment term and a mandatory consumer right, the applicable consumer right will prevail.
24. Changes to This Payment Policy
CareNest Australia may update this Payment Policy from time to time to reflect changes to our services, payment methods, technology, business practices or applicable laws.
The most recent version will be published on:
The effective date will be updated whenever material changes are made.
25. Contact Us
For payment enquiries, billing questions, refund requests or transaction concerns, please contact:
CareNest Australia
Address:
Level 1, 5 Murray Rose Avenue
Sydney Olympic Park, NSW 2127
Australia
Email: support@carenestaustralia.com
Website: www.carenestaustralia.com
CareNest Australia
CARING HEARTS. SAFE HANDS. BETTER LIVES.
We are committed to providing secure, transparent and convenient payment options for our customers while protecting their rights under applicable Australian law.