Privacy policy

Last updated: 21 July 2026

This Privacy Policy sets out our commitment to protecting the privacy of your personal information that we collect through our website www.nelli.com.au (Website), the software that runs on the Nelli Hub device (Hub Software), which is delivered and updated via AWS, and our Nelli Parent App (App), available for download via the Apple App Store (iOS) and Google Play (Android), which is used to manage your Nelli Hub, tasks, rewards and account settings.

Use of the Nelli Parent App is optional. The Nelli Hub can be used without the Parent App, and if you choose not to use the Parent App, the sections of this Privacy Policy relating to the Website, the Nelli Hub and the Hub Software apply to you. Device and diagnostic information (clauses 1.1(f), 1.7), including crash and performance monitoring via Firebase Crashlytics, is collected through both the Hub Software and the Parent App, and the optional calendar integrations (Section 9) are available through both. The sections relating to Apple App Store and Google Play data practices (clause 4.8) apply only if you download and use the Parent App.

Nelli accounts may only be created by persons aged 18 years or over. Child profiles are created and controlled by the account holder, being a parent or guardian, and children do not create accounts or provide personal information to us directly.

Please read this Privacy Policy carefully. Please contact us if you have any questions – our contact details are as follows: smile@nelli.com.au (Privacy Contact).

In providing us with personal information, you indicate that you have had sufficient opportunity to access this Privacy Policy and that you have read and accepted it.

This Privacy Policy may be amended, including with changes, additions and deletions, from time to time, in our sole discretion. Your continued use of our Website, Hub and Parent App following any amendments indicates that you accept the amendments. You should check this Privacy Policy regularly. This Privacy Policy is accessible at all times within the App and via our Website, App Store and Google Play listings.

1. Collection of personal information

1.1 Personal information which we may collect from you includes the following:

(a) name;

(b) contact details;

(d) NDIS participant details (where applicable), including participant name, NDIS number and date of birth (only where required for NDIA-managed claims);

(e) month and year of birth for child profiles created on the Nelli Hub (full dates of birth are not required for Hub profiles);

(f) device and diagnostic information collected automatically when you use the App or the Hub Software, such as device model, operating system version, unique device or installation identifiers, IP address, software version, and crash or performance logs;

(g) calendar data from Google Calendar, Apple Calendar or Outlook, if you choose to connect a calendar to the App or the Nelli Hub (see Section 9).

1.2 We collect personal information only where reasonably necessary to provide our products and services.

1.3 When you place an order through our Website, we collect your name, email address, delivery address and optional mobile number.

1.4 If you request an NDIS invoice, we may collect additional information required to issue a compliant invoice or submit a claim on your behalf.

1.5 When creating an account on the Nelli Hub via the App, we collect the account holder’s name and verified email address.

1.6 When creating child profiles on the Hub, only a first name and month and year of birth are required. We intentionally limit the personal information collected for child profiles and do not require full dates of birth or sensitive identifying information.

1.7 When you use the App or the Nelli Hub, we automatically collect certain device and diagnostic information through Firebase Crashlytics, a crash reporting and performance monitoring service provided by Google, to help us identify, diagnose and resolve technical issues and improve the stability and performance of the App and the Hub Software. This information is limited to device and diagnostic data and does not include child profile data, task data, reward data or Hub activity data.

1.8 If you choose to connect a calendar (Google Calendar, Apple Calendar or Outlook), the App or the Hub Software will request access to that calendar to provide calendar-related features, such as creating or deleting calendar events associated with in-app activities. We access only the minimum amount of calendar data necessary to provide these features. Connecting a calendar is entirely optional and is not required to use the App or the Nelli Hub. See Section 9 for further details on how we handle calendar data.

1.9 If we receive your personal information from third parties, we will protect it as set out in this Privacy Policy.

1.10 If you provide us with third party personal information then you warrant to us that you have the third party’s consent to provide this.

2. Use and disclosure of personal information

2.1 Your personal information will be used for the following purposes:

(a) to contact and communicate with you;

(b) to process orders and deliveries;

(d) to process NDIS claims where applicable;

(e) internal record keeping;

(f) to send optional Hub notifications to the account holder;

(g) to send marketing communications to parent or guardian email addresses (you may unsubscribe at any time);

(h) to monitor, diagnose and improve the performance, stability and security of the App and the Hub Software, including through crash and error reporting;

(i) to provide optional calendar integration features (Google Calendar, Apple Calendar or Outlook), where you have connected a calendar (see Section 9).

2.2 We do not use child profile data, task data, reward data or Hub activity data for advertising or marketing purposes.

2.3 We may disclose personal information to:

(a) courts, tribunals, regulatory authorities and law enforcement officers as required by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise or defend our legal rights;

(b) third parties, including agents or contractors, who assist us in providing information, products or services to you (these parties may be located outside of Australia);

(c) third party service providers who host or process data on our behalf, including Google (via Firebase Crashlytics) for app performance and crash monitoring;

(d) Apple Inc. and Google LLC, as the operators of the Apple App Store and Google Play respectively, to the extent necessary to distribute the App and process related App Store or Google Play account, purchase or install information, in accordance with their own respective privacy policies.

2.4 Where we disclose your personal information to third parties for these purposes, we will request that the third party follow this Privacy Policy regarding handling of your personal information.

3. Change of control

3.1 If there is a change of control of our business, we reserve the right to transfer, to the extent permissible by law, our user databases, together with any personal information and non-personal information contained in those databases. This information may be disclosed to a potential purchaser.

4. Storage and security

4.1 Your personal information may be hosted and stored on servers by AWS (Amazon Web Services), including for Hub Software hosting and updates, WordPress, WooCommerce and Shopify (for website orders and invoices), MailChimp (for parent or guardian email communications, including Hub notification emails), Google Workspace (for email communications and internal NDIS claim tracking), and Firebase (Google), for crash reporting and performance monitoring of the App and the Hub Software via Firebase Crashlytics.

4.2 Some of these service providers may store data on servers located outside Australia, including in the United States.

4.3 Profile data created on the Nelli Hub (such as first name, tasks, rewards and star points) is stored securely via AWS.

4.4 Optional email notifications may be sent to the account holder when:

(a) a task is missed;

(b) star points reach a reward threshold;

(d) profile changes occur.

4.5 These notifications contain only the profile first name and the task or reward name. Notification settings can be disabled within the Hub settings at any time.

4.6 Whilst reasonable measures are taken to safeguard against unauthorised disclosures of information, we cannot assure you that personal information that we collect will not be disclosed in a manner that is inconsistent with this Privacy Policy.

4.7 No information transmitted over the Internet can be guaranteed to be secure. We cannot guarantee the security of any information that you transmit to or receive from us. The transmission and exchange of information is carried out at your own risk.

4.8 The App is distributed via the Apple App Store and Google Play. Your download, purchase, update and use of the App through these platforms may also involve the collection of information by Apple Inc. and Google LLC, in accordance with their own respective privacy policies. We encourage you to review the Apple Privacy Policy and the Google Privacy Policy.

4.9 We retain personal information only for as long as necessary to provide our products and services to you, and to comply with our legal, regulatory and record-keeping obligations (including obligations that apply to us as a registered NDIS provider). When personal information is no longer required, we take reasonable steps to delete it or de-identify it.

5. NDIS Participant Privacy

5.1 Nelli Co Pty Ltd is a registered provider under the National Disability Insurance Scheme (NDIS).

5.2 If you are an NDIS participant, we may collect additional personal information strictly for the purpose of:

(a) processing NDIS claims;

(b) issuing compliant tax invoices;

(d) communicating with plan managers or nominees.

5.3 We collect and use NDIS participant information only:

(a) with your consent;

(b) where directly related to the provision of our services;

5.4 We do not use NDIS participant information, support data or Hub activity data for marketing purposes without express consent.

5.5 We are committed to protecting participant privacy in accordance with the NDIS Code of Conduct, the Privacy Act 1988 (Cth) and relevant NDIS Rules.

6. Your rights to correct and access

6.1 Providing us with your personal information is optional. However, if you choose not to provide certain information, we may be unable to provide you with our products or services, including processing orders, providing access to the Nelli Hub, or submitting NDIS claims on your behalf.

By providing us with your personal information, you consent to the collection, use and disclosure of that information in accordance with this Privacy Policy.

6.2 You may request access to the personal information we hold about you in accordance with the Privacy Act 1988 (Cth). Please note that:

(a) if we agree to provide you with access, we may charge a reasonable administrative fee; and

(b) in certain circumstances permitted under the Privacy Act, we may refuse access. If we refuse access, we will provide you with written reasons for our decision.

6.3 If you believe that any personal information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, you may contact our Privacy Contact requesting correction. We will respond within a reasonable time and take reasonable steps to correct the information where appropriate.

6.4 You may request deletion of your account and the personal information we hold about you at any time by contacting our Privacy Contact. Before deletion, you may also request a copy of your personal information in a portable format. We will action deletion requests within a reasonable period, except where we are required to retain certain information to comply with our legal, regulatory or record-keeping obligations.

7. Links to third party websites

7.1 Our Website and App may contain links to third party websites.

7.2 Third party websites are not governed by our Privacy Policy and we do not have any control over third party websites. We are not responsible for the protection of any information which you provide whilst visiting such third party websites.

8. Cookies, web beacons and data analytics

8.1 We may:

(a) log information in relation to your access and use of our Website and App;

(b) use cookies and web beacons from time to time; and

(c) use Google Analytics, Firebase Crashlytics and similar software and services to collect and process your data, including diagnostic and crash data generated through use of the App and the Hub Software.

8.2 This analytics information relates to use of our Website, App and Hub Software and does not include child profile data, task data, reward data or Hub activity data.

8.3 If you are located in the European Union or European Economic Area, Firebase Crashlytics may transfer, store and process your device and diagnostic information in the United States and other countries where Google or its service providers operate. By using the App or the Nelli Hub, you consent to this transfer, storage and processing, to the extent permitted by law.

8.4 We may share limited contact information (such as your email address, in hashed form) of parents and guardians with advertising platforms (such as Meta and Google) to deliver advertising that is more relevant to you, including retargeted advertising. We never share child profile data, task data, reward data, Hub activity data or calendar data for advertising purposes. If you do not want us to share your information for advertising, please contact us at smile@nelli.com.au and we will action your opt-out.

Information about how Google uses your data is located at www.google.com/policies/privacy/partners and firebase.google.com/support/privacy, or any other URL which Google may provide from time to time.

9. Calendar integrations and calendar data

9.1 This section applies if you choose to connect a third party calendar. The App and the Hub Software support optional integrations with Google Calendar, Apple Calendar and Outlook (Microsoft). It describes how we access, use, store, share and protect calendar data, including information we receive from Google APIs (Google user data) and Microsoft APIs.

9.2 Access and use. If you connect a calendar, we will request access to that calendar solely to provide calendar-related features, such as creating or deleting calendar events associated with in-app activities (for example, tasks and routines). We access only the minimum amount of calendar data necessary to provide these features. We do not use calendar data for advertising, user profiling, or any purpose unrelated to these features.

9.3 How each calendar connects:

(a) Google Calendar — connected via your Google account using Google's authorisation (OAuth) process. Our handling of Google user data is also subject to the Limited Use disclosure in clause 9.8;

(b) Outlook — connected via your Microsoft account using Microsoft's authorisation (OAuth) process and the Microsoft Graph API;

(c) Apple Calendar — connected via the calendar permission on your Apple device (where using the iOS App), or via your Apple (iCloud) account authorisation where connected from the Nelli Hub or the Android App.

9.4 Sharing. We do not sell calendar data to any third party. We do not transfer calendar data to data brokers, information resellers or other information service providers. Calendar data is shared only with trusted service providers where necessary to provide the service (for example, our cloud hosting providers), or where required by law or regulation.

9.5 Protection. Calendar data is protected during transmission using industry-standard encryption protocols (HTTPS/TLS). Any calendar data stored by us is protected through appropriate technical and administrative measures, including access controls, encryption where appropriate, and secure infrastructure. Access to calendar data is restricted to authorised personnel performing service and maintenance duties. Calendar data is not read by humans except with your explicit consent, where necessary for security or compliance investigations, to comply with applicable law, or where the data has been aggregated and anonymised for internal operations.

9.6 Retention and revocation. Calendar data is retained only for as long as necessary to provide the relevant features or to fulfil legal obligations. You may disconnect a calendar within the App or the Hub settings at any time. You can also revoke access at any time: for Google Calendar, via your Google account security settings at myaccount.google.com/permissions; for Outlook, via your Microsoft account privacy settings at account.live.com/consent/Manage; and for Apple Calendar, via the calendar permission in your device settings or your Apple (iCloud) account settings. Upon revocation, we will cease accessing your calendar data and will delete any stored calendar data within a reasonable period, except where retention is required by law.

9.7 No AI/ML training. We do not use calendar data to develop, improve or train generalised artificial intelligence or machine learning models.

9.8 Google Limited Use disclosure. Nelli’s use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

10. Unsubscribe

10.1 To unsubscribe from our email database, or opt out of communications, please follow the unsubscribe link in the email or contact us at smile@nelli.com.au.

11. Complaints

11.1 If you have any complaints in relation to the collection, use or disclosure of your personal information, please send an email to our Privacy Contact with details of the concern.

11.2 We aim to investigate and respond to your complaint within 10 business days. We will set out in our response the outcome of our investigation and, if there has been a breach, what actions we will take to remedy that breach.

Privacy Collection Statement

We are collecting your personal information to process orders, provide access to the Nelli Hub, deliver customer support, and where applicable, assist with NDIS claims. Failure to provide required personal information may prevent us from providing our services.

We may obtain your personal information from third parties. We may also disclose your personal information to service providers we have engaged to provide services on our behalf, including Firebase Crashlytics for app crash and performance monitoring. These service providers may be located in Australia or overseas.

The Parent App is available for download via the Apple App Store and Google Play. Your use of these platforms is also subject to Apple’s and Google’s own privacy practices.

If you choose to connect a calendar (Google Calendar, Apple Calendar or Outlook), we access calendar data solely to provide calendar-related features. Our use of information received from Google APIs adheres to the Google API Services User Data Policy, including its Limited Use requirements. See Section 9 of our Privacy Policy for details.

Marketing communications are sent only to parent or guardian email addresses and you may unsubscribe at any time.

We do not sell, share or use child profile data or Hub activity data for advertising or marketing purposes.

If you would like to seek access to or correct your personal information, or make a privacy complaint, please refer to our Privacy Policy above for further details.

Nelli Co. Pty Ltd

ABN 43 665 507 326 ACN 665 507 326

smile@nelli.com.au