Proudly Australian founded and operatedPrivacy Policy
Last updated: 18 February 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) and application Nelli (App).
Please read this Privacy Policy carefully. Please contact us if you have any questions – our contact details are as follows: [email protected] (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 and App following any amendments indicates that you accept the amendments. You should check this Privacy Policy regularly.
1. Collection of personal information
1.1 Personal information which we may collect from you includes the following:
(a) name;
(b) contact details;
(c) delivery address;
(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).
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, 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 If we receive your personal information from third parties, we will protect it as set out in this Privacy Policy.
1.8 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;
(c) to provide customer support;
(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).
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.
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), WordPress and WooCommerce (for website orders and invoices), MailChimp (for parent or guardian email communications), and Google Workspace (for internal NDIS claim tracking).
4.2 Some of these service providers may store data on servers located outside Australia.
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;
(c) a reward is redeemed;
(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.
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;
(c) submitting NDIA-managed claims where authorised;
(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;
(c) as required by law.
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.
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 and similar software and services to collect and process your data.
8.2 This analytics information relates to use of our Website and does not include child profile data, task data or Hub activity data.
Information about how Google uses your data is located at www.google.com/policies/privacy/partners or any other URL which Google may provide from time to time.
9. Unsubscribe
9.1 To unsubscribe from our email database, or opt out of communications, please follow the unsubscribe link in the email or contact us at [email protected].
10. Complaints
10.1 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.
10.2 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. These service providers may be located in Australia or overseas.
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
[email protected]
www.nelli.com.au