Effective Date: 16 August 2026
Website: www.carenestaustralia.com
Welcome to CareNest Australia ("CareNest", "we", "us" or "our"). These Terms of Service govern your access to and use of the CareNest Australia website, platform, caregiver-related services, bookings, communications, digital products and other services we may provide from time to time.
By accessing our website, creating an account, requesting or booking services, applying for or providing caregiving services, or purchasing a digital product or online course, you agree to be bound by these Terms of Service.
Please read these Terms carefully before using our services.
1. About CareNest Australia
CareNest Australia provides services designed to connect individuals, families and organisations with caregivers and support professionals.
Our services may include:
Caregiver search and matching services
Home-care and caregiving coordination
Caregiver recruitment and placement services
Caregiver booking services
Care-related information and resources
Online learning courses and educational materials
Digital products and eBooks
Customer and candidate support
The specific services available to you will depend on the service you select and any separate agreement or service terms that apply.
2. Eligibility
You must provide accurate and complete information when using our services.
Where you are booking or arranging care for another person, you confirm that you have the authority to provide the information necessary for that person and to make arrangements on their behalf.
If you are applying to work as a caregiver, you must provide truthful information about your identity, qualifications, work experience, references and any other information relevant to your application.
3. Creating an Account
Some CareNest services may require you to create an account.
You are responsible for:
Providing accurate information
Keeping your login details secure
Maintaining the confidentiality of your password
Not allowing unauthorised persons to access your account
Notifying us promptly if you believe your account has been compromised
You are responsible for activities carried out through your account unless you notify us of unauthorised access.
4. Caregiver Services
CareNest may assist clients in identifying or connecting with suitable caregivers.
Caregiver services may include assistance with everyday activities, personal care, companionship, household assistance, mobility support and other agreed services.
The precise duties of a caregiver will depend on the individual's needs, the agreed care arrangement, the caregiver's qualifications and experience, and any applicable service agreement.
A caregiver should not perform tasks outside their training, qualifications, legal authority or agreed responsibilities.
5. Caregiver Matching and Placement
We aim to match clients with caregivers based on information available to us, including:
Experience
Qualifications
Skills
Availability
Location
Client preferences
Care requirements
A match or introduction does not guarantee that the caregiver will be suitable in every circumstance.
Clients are responsible for communicating their needs accurately and informing CareNest of any material changes to their circumstances or care requirements.
6. Client Responsibilities
Clients and their authorised representatives agree to:
Provide accurate information about care needs
Treat caregivers respectfully and professionally
Provide a safe working environment
Disclose relevant information necessary for safe care
Follow agreed booking and payment arrangements
Notify CareNest of concerns relating to the service
Avoid requesting unlawful or inappropriate activities from caregivers
Clients must not discriminate against caregivers unlawfully or subject caregivers to harassment, abuse, intimidation or unsafe working conditions.
7. Caregiver Responsibilities
Caregivers using CareNest services agree to:
Provide truthful information about their qualifications and experience
Perform duties professionally and respectfully
Maintain confidentiality
Protect client dignity and privacy
Follow agreed care arrangements and applicable workplace requirements
Keep required qualifications, registrations and checks current where applicable
Notify CareNest promptly of any issue that may affect their ability to provide services
Caregivers must not misrepresent their qualifications, experience or legal right to work.
8. Screening and Verification
Where applicable, CareNest may conduct or arrange checks relating to caregivers, including identity verification, qualifications, references, police checks, work-right checks and other screening.
Screening processes are intended to support responsible recruitment and service delivery but do not guarantee that a caregiver will never engage in misconduct or that every aspect of a caregiver's history can be identified.
Clients should contact CareNest promptly if they have any safety or conduct concerns.
9. Bookings
Bookings are subject to caregiver availability and confirmation.
A booking is only confirmed when CareNest has communicated confirmation to you or otherwise indicated that the booking has been accepted.
We reserve the right to decline or reschedule a booking where a suitable caregiver is unavailable, where information provided is incomplete, or where doing so is reasonably necessary for safety, compliance or operational reasons.
10. Cancellations and Rescheduling
Cancellation and rescheduling arrangements may vary according to the service booked.
Any applicable cancellation fees, notice requirements or refund conditions will be communicated to you before or at the time of booking.
Where a cancellation or refund right is provided under Australian law, nothing in these Terms limits that right.
11. Fees and Payments
Fees for CareNest services will be displayed or communicated before you are required to make payment.
Depending on the service, payment may be required:
At the time of booking
Before services commence
By instalments
Through a subscription
Through another agreed payment arrangement
Third-party payment providers may process payments on our behalf.
You agree to provide accurate billing information and to pay amounts properly due under the applicable service arrangement.
12. Online Courses and Digital Products
CareNest may offer online courses, educational programs, eBooks, downloadable materials and other digital products.
You receive a limited, personal and non-transferable right to access purchased digital content for its intended purpose.
Unless expressly authorised by CareNest, you must not:
Copy or reproduce course materials
Resell or redistribute digital content
Share login credentials
Upload our materials to another platform
Commercially exploit our content
Remove copyright or ownership notices
Course completion does not necessarily create a professional qualification, registration, employment entitlement or visa eligibility unless expressly stated.
13. Employment and Recruitment Services
Where CareNest or an associated recruitment partner advertises employment opportunities, information about those opportunities is provided for recruitment purposes.
Job vacancies may be subject to:
Employer requirements
Candidate qualifications
Interviews
Background checks
Reference checks
Immigration or work-right requirements
Availability of positions
Government or regulatory requirements
Submission of an application does not guarantee an interview, employment, sponsorship, visa approval or relocation.
Where an employment decision is made by a third-party employer, CareNest does not control that decision.
14. Immigration and Visa Matters
Where CareNest provides information or administrative assistance relating to migration, visas or work rights, such information is general in nature unless expressly stated otherwise.
CareNest does not guarantee:
Visa approval
Immigration approval
Sponsorship approval
Work-right approval
A particular processing time
Entry into Australia
Employment following visa approval
Applicants should rely on official Australian Government immigration information and, where appropriate, obtain professional immigration advice.
15. Information Provided on the Website
We aim to keep information on our website accurate and useful. However, website information may change and may contain general information rather than advice tailored to your individual circumstances.
You should not rely solely on website information when making important healthcare, employment, immigration, financial or legal decisions.
We may correct errors or update information from time to time.
16. Third-Party Services and Links
Our website may contain links to third-party websites, services or resources.
These may include payment providers, government websites, healthcare resources, recruitment partners, training providers or other service providers.
We do not control third-party websites and are not responsible for their content, security, availability or privacy practices.
Your use of a third-party service may be subject to that provider's own terms and policies.
17. Privacy
Your privacy is important to us.
Our collection, use, storage and disclosure of personal information is governed by our Privacy Policy, available on our website.
By using our services, you acknowledge that personal information may be processed as described in that Privacy Policy.
18. Health and Safety
CareNest takes reasonable steps to support safe service delivery.
However, caregiving can involve risks and circumstances may change.
Clients must provide accurate information regarding relevant health, mobility, behavioural and environmental considerations so that appropriate care arrangements can be considered.
Where a situation presents an immediate danger to a person, clients and caregivers should contact the appropriate emergency or professional service rather than relying solely on CareNest.
19. Intellectual Property
All content on the CareNest website, including logos, branding, text, graphics, photographs, videos, course materials and other content, is owned by or licensed to CareNest Australia unless otherwise stated.
You must not reproduce, modify, distribute, publish or commercially exploit CareNest content without our prior written permission, except where permitted by law.
20. Prohibited Use
You must not use our website or services to:
Commit or facilitate unlawful activity
Submit fraudulent or misleading information
Impersonate another person
Attempt to gain unauthorised access to our systems
Upload malicious software
Harass or abuse other users, caregivers or staff
Interfere with the operation of the website
Scrape or systematically copy website content without permission
Use the platform for purposes unrelated to its intended services
We may suspend access where we reasonably believe that these Terms have been breached.
21. Availability of the Website
We aim to keep the website available and functioning properly, but we do not guarantee uninterrupted access.
The website may occasionally be unavailable because of maintenance, technical problems, security incidents, third-party outages or circumstances beyond our reasonable control.
22. Limitation of Liability
Nothing in these Terms excludes, restricts or modifies any rights, remedies, guarantees or warranties that cannot lawfully be excluded under Australian law.
Subject to those rights, CareNest will not be responsible for loss arising from matters outside our reasonable control or for decisions made by users based solely on general information provided through the website.
We are not responsible for the acts or omissions of independent third parties, including third-party employers, payment providers, external service providers or government authorities, except to the extent liability cannot lawfully be excluded.
23. Australian Consumer Law
Nothing in these Terms is intended to remove or restrict any rights you may have under the Australian Consumer Law (ACL) or other applicable legislation.
The ACCC states that consumer guarantees apply to services purchased by consumers, and businesses should ensure that standard-form contract terms comply with the unfair contract terms requirements.
Where a service fails to meet a consumer guarantee, you may have rights to a remedy depending on the circumstances.
24. Complaints and Disputes
If you have a complaint regarding our services, please contact us first so that we have an opportunity to investigate and resolve the matter.
We encourage you to provide:
Your name
Booking or account details
Relevant dates
Details of the issue
Supporting documents where appropriate
The outcome you are seeking
We will review complaints fairly and within a reasonable timeframe.
25. Suspension or Termination
We may suspend or terminate your access to an account or service where reasonably necessary, including where:
You breach these Terms
You provide false or misleading information
Your conduct creates a safety risk
You engage in unlawful conduct
Payment obligations remain outstanding
Continued service would be unreasonable or impractical
Where appropriate, we will provide notice and information regarding the reason for suspension or termination.
Nothing in this section limits rights available under applicable consumer law.
26. Changes to These Terms
We may update these Terms of Service from time to time to reflect changes in our services, technology, business practices or legal requirements.
The latest version will be published on our website with an updated effective date.
Changes will not retrospectively alter rights or obligations that have already accrued unless permitted by law.
27. Governing Law
These Terms are governed by the laws applicable in New South Wales, Australia, unless another law is required to apply to a particular matter.
You and CareNest agree to submit disputes to the courts and tribunals having appropriate jurisdiction in New South Wales, subject to any mandatory consumer rights.
28. Severability
If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be interpreted or modified to the extent necessary to make it lawful where possible, and the remaining provisions will continue to operate.
29. Entire Agreement
These Terms, together with any applicable service agreement, booking terms, payment terms and Privacy Policy, form the agreement governing your use of the relevant CareNest services, except where a separate written agreement expressly states otherwise.
30. Contact Us
For questions about these Terms of Service, bookings, caregiver services or complaints, 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.
Last Updated: 16 August 2026