Terms of service
Last updated: 21 July 2026
Thank you for your interest in Nelli Co Pty Ltd (ABN 43 665 507 326) (“Nelli”, “we”, “us”, “our”). These Terms and Conditions (“Terms”) govern your access to and use of:
• www.nelli.com.au (“Website”);
• the Nelli Smart Hub device (“Hub”) and the software that runs on it, which is delivered and updated via AWS (“Hub Software”);
• the Nelli platform and software (“Platform”);
• the Nelli Parent App for iOS and Android and any associated mobile applications (“Parent App” or “App”); and
• any products or services we provide now or in the future (collectively, the “Services”).
By accessing or using our Website, Hub, Platform or Parent App, you agree to be bound by these Terms.
1. Eligibility and Accounts
1.1 You must be at least 18 years old to create an account or purchase products from our Website.
1.2 When you create an account, you agree that: (a) you are responsible for maintaining the confidentiality of your login details; (b) all information you provide is accurate and up to date; (c) you are authorised to create profiles for any child or participant added to your account.
1.3 You are responsible for all activity that occurs under your account. You must notify us promptly if you become aware of any unauthorised access to or use of your account.
2. Licence to Use the Software
2.1 When you purchase a Nelli Hub or access the Parent App, you are granted a non-exclusive, non-transferable, revocable licence to use the Platform, Hub Software and Parent App: (a) for personal household use; or (b) for professional use by therapists, teachers, clinicians or support providers in the course of supporting participants, students or clients, provided such use is not for resale, redistribution or commercial exploitation of the software itself.
2.2 You do not acquire ownership of the software. All intellectual property rights in the Platform, Hub Software, Parent App and associated software remain the property of Nelli Co Pty Ltd.
2.3 Where the Services are used by a therapist, teacher, clinician or other professional, that professional is solely responsible for: (a) determining whether the Services are appropriate for their client, participant or student; (b) how tasks, rewards and settings are configured; (c) ensuring the Services are used in accordance with their professional obligations and regulatory requirements.
2.4 Nelli does not provide clinical advice and is not responsible for decisions made by therapists, educators or support providers when using the Services.
2.5 You must not: (a) copy, modify, reverse engineer or attempt to extract source code; (b) resell, sublicense or commercially exploit the software; (c) interfere with the security or functionality of the Services; (d) probe, scan or test the vulnerability of any Nelli system or network, or circumvent any security or authentication measures; (e) use the Services to distribute malware, spam or unlawful content; or (f) access the Services by any means other than the interfaces we provide (for example, by scraping).
3. Software Updates
3.1 We may from time to time deliver updates, upgrades or patches to the Hub Software and the Parent App, including automatically and without further notice, to add or improve features, maintain compatibility, and address security or stability issues.
3.2 You consent to us automatically installing such updates on your Hub. Updates to the Parent App are delivered through the Apple App Store or Google Play and may be subject to your device's update settings.
3.3 Certain updates may be required for the continued operation of the Hub or Parent App. If you prevent or decline required updates, some or all features of the Services may become unavailable or may not function correctly.
3.4 We will use reasonable endeavours to ensure updates do not materially reduce the core functionality of the Services you have paid for.
4. Behavioural Support Disclaimer
4.1 Nelli is a behavioural support and routine management tool designed to assist families in building independence and structure.
4.2 Nelli does not provide medical, psychological or therapeutic advice.
4.3 We do not guarantee specific behavioural outcomes, developmental results, or improvements in family dynamics.
4.4 You are responsible for how tasks, rewards and settings are configured and implemented within your household or professional setting.
5. Sale of Goods and Services
5.1 These Terms govern the sale of: (a) hardware devices, including the Nelli Smart Hub; (b) software access and SaaS functionality; (c) subscription-based features where offered.
5.2 All prices are listed in Australian Dollars and include GST unless stated otherwise.
5.3 We may reject or cancel an order where we reasonably suspect fraud, where a pricing or listing error has occurred, or where stock is unavailable. If we cancel an order for any of these reasons and payment has been processed, we will notify you and issue a full refund promptly.
5.4 Product descriptions and images are provided as accurately as possible. However, minor variations may occur.
6. Subscriptions (Parent App and Future Services)
6.1 Certain features of the Parent App or Platform may be offered on a subscription basis.
6.2 Subscription fees (if applicable): (a) will be clearly displayed prior to purchase; (b) may be billed monthly or annually; (c) may automatically renew unless cancelled.
6.3 For annual subscriptions, we will send a reminder to your registered email address before each renewal.
6.4 You may cancel a subscription at any time. Cancellation will take effect at the end of the current billing cycle and you will not be charged for subsequent billing cycles.
6.5 We may modify subscription pricing or features with reasonable advance notice. If you do not agree with a price increase, you may cancel before it takes effect.
6.6 Failure to pay subscription fees may result in suspension of access to subscription features.
7. Payments
7.1 We accept payment via credit card, debit card, PayPal, AfterPay, Zip, and other payment methods displayed on our Website.
7.2 By providing payment details, you authorise us to charge the applicable amount.
7.3 If a payment is declined or reversed, we may suspend access to the affected Services until payment is resolved.
8. Shipping and Delivery
8.1 We currently deliver physical products within Australia.
8.2 Dispatch of physical products typically occurs within 2–3 business days of order confirmation.
8.3 Delivery will take place as soon as reasonably possible after dispatch. Estimated delivery times are generally 2–7 business days, however delivery times may vary due to unforeseen circumstances, carrier delays or peak periods. Delivery times do not include weekends or public holidays.
8.4 We currently offer free standard shipping on all product orders within Australia unless otherwise stated.
8.5 You are responsible for providing accurate delivery details, including the correct recipient name and address.
8.6 We are not liable for delays caused by postal carriers, incorrect information provided by you, or circumstances beyond our reasonable control.
9. Refunds and Returns
9.1 Australian Consumer Law. Nothing in these Terms excludes, restricts or modifies rights you have under the Australian Consumer Law.
9.2 Faulty or Incorrect Goods. We will provide remedies where goods: (a) are faulty; or (b) do not match their description. Requests regarding faulty or incorrect goods should be made within 14 days of receiving your goods where possible. However, nothing in this section limits your rights under the Australian Consumer Law.
9.3 30-Day Money Back Guarantee. We’re so confident you’ll LOVE Nelli that we proudly offer a 30-day Money Back Guarantee. If the Nelli Smart Hub isn’t the right fit for your family, please contact us within 30 days of receiving your order and we will arrange a return and refund in accordance with the conditions below. To qualify: (a) you must contact us within 30 days of receiving the product; (b) the Hub and charger must be returned in working and undamaged condition; (c) return shipping costs are the responsibility of the customer; (d) refunds will be processed once the returned product has been received and inspected. This Money Back Guarantee is offered in addition to your rights under the Australian Consumer Law. Orders purchased using NDIS funds are not eligible for the voluntary 30-day Money Back Guarantee.
9.4 1-Year Manufacturer's Warranty. We warrant the Nelli Smart Hub against defects in materials and workmanship for 1 year from the date of purchase, in addition to your rights under the Australian Consumer Law. To make a warranty claim: (a) contact us at support@nelli.com.au within 1 year of your purchase date, describing the fault; (b) we may ask you to try reasonable troubleshooting steps with our support team before proceeding; (c) if the issue is not resolved, we will ask you to return the Hub to us at your own cost; (d) once we receive the Hub and confirm the fault is covered by this warranty, we will send you a replacement Hub free of charge. This warranty does not cover faults caused by misuse, accidental damage, unauthorised modification, or normal wear and tear. Nothing in this clause limits your rights under the Australian Consumer Law, which exist independently of this warranty and cannot be excluded.
10. NDIS Participants
10.1 Nelli Co Pty Ltd is a registered NDIS provider.
10.2 Participants may purchase using self-managed or plan-managed funding where the product aligns with their NDIS goals.
10.3 We do not guarantee funding approval or reimbursement by the NDIA or plan managers.
10.4 For NDIA-managed claims, additional information may be required.
10.5 By purchasing using NDIS funds, you confirm: (a) the product supports your NDIS goals; (b) you have authority to use those funds; (c) you agree to our NDIS Service Agreement and Privacy Policy.
11. Your Content
11.1 As between you and Nelli, you own all content you or your family members create or provide through the Services, such as task names, reward names, profile names, routines and settings (“Your Content”).
11.2 You grant Nelli a non-exclusive, royalty-free, worldwide licence to host, store, reproduce, transmit, display and process Your Content solely and exclusively for the purposes of providing the Services to you, including syncing Your Content between the Hub, the Parent App and our cloud infrastructure, and sending notifications you have enabled. This licence ends when Your Content is deleted from our systems.
11.3 We will not use Your Content for marketing or any purpose unrelated to providing the Services without your express permission. We do not sell Your Content, and we do not use child profile data, task data, reward data or Hub activity data for advertising, in accordance with our Privacy Policy.
11.4 You are responsible for Your Content and represent that you have the right to provide it to us and that it does not infringe any third party's rights or any applicable law.
12. Third Party Services and Calendar Integrations
12.1 The Services allow you to optionally connect third party services, including Google Calendar, Apple Calendar and Outlook (Microsoft) calendar integrations, from the Parent App or the Hub.
12.2 Third party services are governed by their own terms and privacy policies, which you are responsible for complying with. Connecting a third party account is optional, and you may disconnect it at any time within the App or Hub settings, or by revoking access through the relevant provider's account settings.
12.3 You represent that you are authorised to connect any third party account you link to the Services.
12.4 We are not responsible for the acts, omissions, availability or performance of third party services, or for any loss of functionality caused by changes a third party makes to its service or APIs. Our handling of data received from third party services is described in Section 9 of our Privacy Policy.
12.5 Our Website and Services may contain links to third party websites. We are not responsible for the content or privacy practices of third party websites.
13. App Store Terms
13.1 The Parent App is distributed via the Apple App Store and Google Play. Your download and use of the Parent App is also subject to the applicable app store's terms of service.
13.2 These Terms are between you and Nelli only, and not with Apple Inc. (“Apple”) or Google LLC (“Google”). Apple and Google are not responsible for the Parent App or its content, and have no obligation to provide maintenance, support or warranty services for the Parent App.
13.3 In respect of the iOS Parent App: (a) the licence granted to you is limited to a non-transferable licence to use the App on Apple-branded products that you own or control, as permitted by the App Store Terms of Service; (b) in the event of any failure of the App to conform to an applicable warranty, you may notify Apple, and Apple may refund the purchase price (if any) of the App to you; to the maximum extent permitted by law, Apple has no other warranty obligation with respect to the App; (c) Apple is not responsible for addressing any claims by you or a third party relating to the App, including product liability claims, consumer protection claims, or intellectual property claims; and (d) Apple and its subsidiaries are third party beneficiaries of these Terms as they relate to the iOS Parent App, and Apple has the right to enforce these Terms against you as a third party beneficiary.
13.4 You represent that you are not located in a country subject to relevant government embargoes and are not listed on any relevant government list of prohibited or restricted parties.
14. Feedback
14.1 If you provide us with feedback, suggestions, ideas or error reports about the Services (“Feedback”), you grant us a perpetual, irrevocable, royalty-free licence to use that Feedback for any purpose, including improving the Services, without any obligation or compensation to you. Feedback does not include Your Content.
15. Beta Features
15.1 We may make pre-release or trial features available to you, identified as beta, preview or early access (“Beta Features”). Beta Features are provided for evaluation, may contain errors, may change or be withdrawn at any time, and are provided “as is” to the maximum extent permitted by law. Nothing in this clause limits your rights under the Australian Consumer Law.
16. Aggregated and De-identified Data
16.1 We may create and use aggregated, de-identified or anonymised data derived from use of the Services (such as feature usage statistics) to operate, improve and promote the Services, provided that such data cannot reasonably be used to identify you or any member of your family. We do not use child profile data, task data, reward data or Hub activity data in identifiable form for these purposes.
17. Intellectual Property
17.1 All content, branding, designs, software and materials provided by Nelli remain the intellectual property of Nelli Co Pty Ltd. You may not reproduce, distribute or commercially exploit any part of the Services without written permission.
18. Limitation of Liability
18.1 To the extent permitted by law, Nelli Co Pty Ltd is not liable for indirect, incidental or consequential loss arising from use of the Services.
18.2 Our liability for goods supplied is limited to remedies available under the Australian Consumer Law.
18.3 We are not liable for: (a) misuse of the Services; (b) failure to achieve desired behavioural outcomes; (c) interruptions caused by internet outages, software updates or third-party services.
18.4 Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy conferred by the Australian Consumer Law or any other applicable law that cannot lawfully be excluded, restricted or modified.
19. Indemnity
19.1 You agree to indemnify Nelli Co Pty Ltd (ABN 43 665 507 326), including its directors, officers, employees, agents and affiliates, against any claims, losses, damages, liabilities and expenses (including reasonable legal fees) arising out of: (a) your unlawful use of the Services; (b) your material breach of these Terms; or (c) your infringement of any third party's rights.
19.2 Your obligation under clause 19.1 does not apply to the extent that the relevant claim, loss or damage was caused or contributed to by Nelli's breach of these Terms, negligence or unlawful conduct.
20. Account Closure, Suspension and Termination
20.1 You may close your account at any time by contacting us at support@nelli.com.au. Before closure, you may request a copy of your personal information and Your Content in accordance with our Privacy Policy. Upon closure, we will delete your account data in accordance with our Privacy Policy, except where retention is required by law.
20.2 We may suspend or terminate your account or access to the Services if you breach these Terms, use the Services unlawfully, or create risk or legal exposure for us or other users. Except where the breach is serious, deliberate or incapable of remedy, or where immediate action is required by law or to protect the security of the Services or other users, we will give you reasonable notice and an opportunity to remedy the issue before suspending or terminating your account.
20.3 We may temporarily suspend access to the Services where reasonably necessary to perform maintenance or updates, to address a security threat, or to comply with applicable law. We will use reasonable endeavours to minimise any interruption.
20.4 Termination of your account does not affect any accrued rights of either party, including your rights under the Australian Consumer Law, or any provision of these Terms that by its nature should survive termination.
21. Changes to These Terms
21.1 We may update these Terms from time to time. Updated Terms will be published on our Website with an updated “Last updated” date.
21.2 If we make a material change that reduces your rights or increases your obligations, we will give you reasonable advance notice (for example, by email to your registered address or by notice within the App) before the change takes effect. If you do not agree to a material change, you may close your account and, where you have a current subscription, receive a pro rata refund of any prepaid fees for the unused period.
21.3 Your continued use of the Services after the effective date of updated Terms constitutes acceptance of the updated Terms.
22. Force Majeure
22.1 Neither party is liable for any delay or failure to perform its obligations under these Terms (other than an obligation to pay money) to the extent caused by circumstances beyond its reasonable control, including natural disasters, fire, flood, war, terrorism, civil disturbance, epidemics, government action, labour disputes, or failure of the internet, telecommunications networks, power supply or third party hosting infrastructure, provided the affected party promptly notifies the other and uses reasonable endeavours to mitigate the impact.
23. Notices and Electronic Communication
23.1 You agree that we may provide notices and other communications to you electronically, including by email to your registered email address or by notice within the App or on our Website, and that such communications satisfy any legal requirement that a communication be in writing.
23.2 Notices to us should be sent to support@nelli.com.au or to our mailing address set out in Section 26.
24. General
24.1 These Terms, together with our Privacy Policy and (where applicable) our NDIS Service Agreement, constitute the entire agreement between you and Nelli in relation to the Services.
24.2 If any provision of these Terms is found to be invalid or unenforceable, that provision will be severed or read down to the minimum extent necessary, and the remaining provisions will continue in full force and effect.
24.3 A failure by either party to enforce a provision of these Terms is not a waiver of that party's right to do so later.
24.4 You may not assign your rights under these Terms without our written consent. We may assign our rights under these Terms to a related body corporate or in connection with a sale or restructure of our business, provided the assignee agrees to honour these Terms.
25. Applicable Law
25.1 These Terms are governed by the laws of Queensland, Australia. You submit to the non-exclusive jurisdiction of the courts of Queensland.
26. Privacy and Contact Details
26.1 Your use of the Services is also governed by our Privacy Policy, available at www.nelli.com.au/policies/privacy-policy.
26.2 If you have any questions, please contact: support@nelli.com.au
Mailing address: PO Box 5123, Victoria Point QLD 4165, Australia
Nelli Co Pty Ltd ABN 43 665 507 326
Registered business address: 3 Nook Ct, Thornlands QLD 4164