Last updated: 14 April 2025

Thank you for your interest in Nelli Co Pty Ltd, which owns and operates the products and services offered on www.nelli.com.au (“Nelli Website”), including the Nelli platform (“Nelli Platform”), and any associated mobile applications (“Nelli Apps”), (collectively, the “Site”) or products and services that the Company may provide now or in the future (collectively, the “Service”).

These terms and conditions (the “Terms and Conditions”) govern the use of the Nelli Website, the Nelli Platform and Nelli Apps. 

By using the Nelli Website, the Nelli Platform and Nelli Apps, you indicate that you have read and understand these Terms and Conditions and agree to abide by them at all times.

Intellectual Property
All content published and made available on our Site, is the property of Nelli Co and the Site’s creators. This includes, but is not limited to images, text, logos, documents, downloadable files and anything that contributes to the composition of our Site.

Accounts
When you create an account on our Site, you agree to the following:

1. You are solely responsible for your account and the security and privacy of your account, including passwords or sensitive information attached to that account; and

2. All personal information you provide to us through your account is up to date, accurate, and truthful and that you will update your personal information if it changes.

We reserve the right to suspend or terminate your account if you are using our Site illegally or if you violate these Terms and Conditions.

Sale of Goods And Services
These Terms and Conditions govern the sale of goods and services available on our Site.

The following goods are available on our Site:

• Digital devices;

The following services are available on our Site:

• SaaS; and

• Subscriptions.

The services will be paid for in full when the services are ordered.

These Terms and Conditions apply to all the goods and services that are displayed on our Site at the time you access it. This includes all products listed as being out of stock. All information, descriptions, or images that we provide about our goods and services are as accurate as possible. However, we are not legally bound by such information, descriptions, or images as we cannot guarantee the accuracy of all goods and services we provide. You agree to purchase goods and services from our Site at your own risk.

We reserve the right to modify, reject or cancel your order whenever it becomes necessary. If we cancel your order and have already processed your payment, we will give you a refund equal to the amount you paid. You agree that it is your responsibility to monitor your payment instrument to verify receipt of any refund.

Subscriptions
Your subscription automatically renews and you will be automatically billed until we receive notification that you want to cancel the subscription.

To cancel your subscription, please follow these steps: Log in to your account and select “Cancel Subscription” under the “Account Management” tab. 

Free Trial
We may offer the following free trial of our goods and services: A 14 day free trial that begins when users register for a new account. The free trial includes unlimited access to all features available on our site.

At the end of your free trial, the following will occur: You will automatically be billed our monthly subscription rate. If you do not want to be billed, you will need to cancel your subscription before your free trial ends.

To cancel your free trial, please follow these steps: Log in to your account and select “Cancel Free Trial” under the “Account Management” tab.

Payments
We accept the following payment methods on our Site:

• Credit Card;

• PayPal; and

• Debit.

When you provide us with your payment information, you authorise our use of and access to the payment instrument you have chosen to use. By providing us with your payment information, you authorise us to charge the amount due to this payment instrument.

If we believe your payment has violated any law or these Terms and Conditions, we reserve the right to cancel or reverse your transaction.

Shipping and Delivery
When you purchase goods from our Site, the goods will be delivered through one of the following methods:

• For within Australia it is standard delivery by post. Delivery usually takes 5 – 7 business days.

• International delivery times may vary.

Delivery will take place as soon as reasonably possible, depending on the delivery method selected. Delivery times may vary due to unforeseen circumstances. Please note that delivery times do not include weekends and public holidays.

You will be required to pay delivery charges in addition to the price for the goods you purchase.

If you purchase goods from us for delivery to a destination outside Australia your purchase may be subject to import duties and taxes applied by the destination country. You are responsible for paying any such duties or taxes. Please contact your local customs office for more information before making a purchase. We are not responsible for the payment of any such duties or taxes and are not liable for any failure by you to pay them.

You are required to provide us with a complete and accurate delivery address, including the name of the recipient. We are not liable for the delivery of your goods to the wrong address or wrong person as a result of you providing us with inaccurate or incomplete information.

Refunds for Goods
Refund requests must be made within 14 days of receiving your goods.

We accept refund requests for goods sold on our Site for the following reasons:

• Good is broken; or

• Good does not match description

Returns
Returns can be made by mail. To return a good by mail,

follow these steps:

1. Contact us at support@nelli.com.au with your return request and reason.
2. If your return is approved, we will provide you with a shipping label.
3. Print the label and affix it to the parcel, or have it printed at any Australia Post office.
4. Take the parcel to your nearest post office.

Money Back Guarantee
We’re so confident you’ll LOVE Nelli that we proudly offer a 30-day Money Back Guarantee.

If Nelli isn’t the right fit for your family, simply contact us at support@nelli.com.au within 30 days of receiving your shipment, and we’ll happily process a full refund.

To request a refund under our Money Back Guarantee:

1. Contact us at support@nelli.com.au with your order details.

2. Return the Nelli Smart Hub device and charger in working and undamaged condition at your own cost to:

   PO Box 5123, Victoria Point, QLD 4165, Australia

Important Notes:

• Refund requests must be made within 30 days of receiving your shipment.
• Items must be returned in their original, working condition, free from damage.
• Return shipping costs are the responsibility of the customer and are non-refundable.
• Refunds will be processed once we receive and inspect the returned items.
• We reserve the right to refuse a refund if the product is returned damaged, incomplete, or not in working condition.

• Please note: Orders placed using NDIS funds or via NDIS invoices are not eligible for the 30-day satisfaction Money Back Guarantee.

Refunds for Services
All services sold on our Site are non-refundable.

If you have any questions or need assistance, please contact us at support@nelli.com.au.

Consumer Protection Law
Where the Australian Consumer Law, Schedule 2 of the Competition and Consumer Act 2010, or any other consumer protection legislation in your jurisdiction applies and cannot be excluded, these Terms and Conditions will not limit your legal rights and remedies under that legislation. These Terms and Conditions will be read subject to the mandatory provisions of that legislation. If there is a conflict between these Terms and Conditions and that legislation, the mandatory provisions of the legislation will apply.

Limitation of Liability
Nelli Co and our directors, officers, agents, employees, subsidiaries, and affiliates will not be liable for any actions, claims, losses, damages, liabilities and expenses including legal fees from your use of the Site.

Indemnity
Except where prohibited by law, by using this Site you indemnify and hold harmless Nelli Co and our directors, officers, agents, employees, subsidiaries, and affiliates from any actions, claims, losses, damages, liabilities and expenses including legal fees arising out of your use of our Site or your violation of these Terms and Conditions.

Applicable Law
These Terms and Conditions are governed by the laws of the State of Queensland.

Severability
If at any time any of the provisions set forth in these Terms and Conditions are found to be inconsistent or invalid under applicable laws, those provisions will be deemed void and will be removed from these Terms and Conditions. All other provisions will not be affected by the removal and the rest of these Terms and Conditions will still be considered valid.

Changes
These Terms and Conditions may be amended from time to time in order to maintain compliance with the law and to reflect any changes to the way we operate our Site and the way we expect users to behave on our Site. We will notify users by email of changes to these Terms and Conditions or post a notice on our Site.

Contact Details
Please contact us if you have any questions or concerns. Our contact details are as follows:

______________________________________
support@nelli.com.au

Mailing address: PO Box 5123 Victoria Point QLD 4165

You can also contact us through the feedback form available on our Site.

Nelli Co Pty Ltd
ABN 43 665 507 326

Registered business address: 3 Frances St, Victoria Point QLD 4165