Terms & Conditions

Terms at a glance

Shifto Connect is a connection marketplace. Participants submit support requests and providers choose which opportunities they want to pursue. Providers use credits to unlock participant contact details. Shifto does not provide the underlying care and does not guarantee a match, a client, a particular outcome, funding approval or the suitability of another user. Any agreement for care or support is made directly between the participant and provider.

1. Who we are and these Terms

Shifto Connect is operated by [INSERT FULL LEGAL ENTITY NAME], ABN [INSERT ABN], trading as Shifto Connect (Shifto, we, us or our).

These Terms apply to the Shifto Connect website, participant accounts, provider accounts, lead marketplace, messaging, credit purchases and related support services. They do not automatically apply to Shifto Staff, another care business or a future Shifto product unless that product expressly adopts these Terms.

You can contact us through our Contact Us page or at [INSERT MONITORED SUPPORT EMAIL].

2. What Shifto Connect does

Shifto Connect provides technology that helps people seeking disability support or care connect with independent providers. Participants describe the support they are looking for; relevant providers can review opportunities and use credits to unlock selected contact details.

Shifto is not the provider delivering the support, an employer of the provider, an NDIS plan manager, the participant’s agent, or a party to the service agreement between a participant and provider. Shifto is not the NDIS, the NDIA or a government agency and is not endorsed by them unless we expressly state otherwise.

Information and matching within Shifto are not clinical, legal, financial or NDIS funding advice. If there is an emergency or immediate risk to health or safety, do not use Shifto as an emergency service; call 000 or the appropriate emergency service.

3. Accounts and authority

You must provide information that is accurate, current and not misleading. You are responsible for keeping your login details secure and for activity carried out through your account. Tell us promptly if you believe your account has been accessed without authority.

If you create or use an account for an organisation, you confirm that you are authorised to act for that organisation. If you submit information or communicate on behalf of another person, you must have their permission or other appropriate authority to do so.

Where support is being sought for a child or for a person who cannot manage the request themselves, the request should be managed by a parent, guardian or other appropriately authorised representative.

4. Participant support requests

Participants and authorised representatives are responsible for providing enough accurate information for providers to understand the support being requested. Please include only information that is reasonably necessary and avoid placing passwords, full payment-card details, identity documents or unnecessary sensitive information in free-text fields or ordinary messages.

Relevant providers may see a preview of a support request before unlocking it. Contact details remain masked in the preview and become available to a provider after that provider uses the required credits to unlock the lead. More than one provider may unlock and respond to the same request.

Submitting a request does not require the participant to select, engage or pay any particular provider. A participant may close a request, but closing it does not recall information already included in notifications or accessed by providers before closure.

We may remove, pause or moderate a request where reasonably necessary because it appears duplicate, misleading, unlawful, unsafe, outside the scope of Shifto or inconsistent with these Terms.

5. Provider profiles and responsibilities

Providers are responsible for keeping their profile, services, service areas, qualifications and business details accurate. A provider must not claim to hold registrations, approvals, qualifications, experience or insurance that it does not hold.

Providers are responsible for all registrations, checks, licences, professional obligations, insurance, worker requirements and other approvals that apply to the services they offer, including NDIS registration where it is legally required or where the provider represents itself as registered.

Providers are also responsible for deciding whether they have the skills, capacity and authority to respond to a request and for complying with applicable laws, professional standards, NDIS requirements, privacy obligations and service-delivery requirements.

Shifto may request information to support a profile or investigate concerns, but the presence of a provider on the platform is not a guarantee by Shifto that the provider is suitable for a particular participant.

6. Credits, lead access and promotions

Providers can register and browse available participant opportunities without purchasing a lead. Credits are used when a provider chooses to unlock a lead and access the contact details attached to that opportunity.

The credit cost is shown before an unlock is confirmed. Different leads can require different credit amounts. Once an unlock is confirmed, the required credits are deducted from the provider’s balance.

Unless a different condition is clearly shown before purchase, standard purchased credits do not expire while the provider account remains active. Credits are attached to the provider account, are not currency and cannot be sold or transferred to another user without Shifto’s approval.

Unlocking a lead gives a provider an opportunity to contact the participant. It does not guarantee that the participant will respond, choose that provider, become a client or generate a particular amount of revenue. Leads are not necessarily exclusive.

Promotional credit packs, introductory offers and guarantees can have additional conditions. If the “Get Hired Guarantee” or a similar offer is used at launch, insert or link the final conditions here: [INSERT OR LINK FINAL GET HIRED GUARANTEE TERMS].

7. Payments, pricing and refunds

Provider prices are displayed in Australian dollars. [CONFIRM WHETHER DISPLAYED PRICES INCLUDE OR EXCLUDE GST AND INSERT THE FINAL GST WORDING].

Payments for credit packs are processed through the payment methods made available by Shifto, currently including Stripe. By making a purchase, you authorise the applicable charge and must provide valid billing information.

If a payment fails, is reversed or is reasonably suspected to be fraudulent, Shifto may withhold or reverse the corresponding credits while the payment issue is investigated.

Nothing in these Terms excludes rights or remedies that cannot lawfully be excluded, including rights under the Australian Consumer Law. Except where required by law or expressly provided in a promotion, credits already used to unlock a lead are not refundable merely because the participant does not respond or does not engage the provider.

The treatment of unused credits, change-of-mind requests and credits remaining when an account is closed should match the final commercial policy: [CONFIRM OR INSERT FINAL UNUSED-CREDIT AND REFUND POLICY].

8. Messaging and contacting participants

Shifto may provide in-platform messaging and send service notifications relating to accounts, requests, leads, purchases and conversations. Users must communicate respectfully and lawfully.

A provider who unlocks a participant lead may use the contact information only for the purpose of responding to that participant’s support request and managing any resulting relationship. Providers must not use unlocked information for unrelated marketing, sell it, publish it or add the participant to unrelated contact lists without appropriate permission.

Harassment, repeated unwanted contact, misleading claims, discriminatory conduct, threats, spam and unlawful communications are not permitted. Participants can report concerns to Shifto through our Contact Us page.

Marketing messages sent by Shifto are separate from essential account and service messages and are subject to applicable consent and unsubscribe requirements.

9. Participant and provider relationship

Participants choose whether to contact, respond to or engage a provider. Providers and participants are responsible for discussing service details, availability, pricing, funding arrangements, service agreements, cancellations, safety requirements and any other terms of the care relationship directly with each other.

Shifto does not set the price of the underlying care, receive NDIS-funded support payments on behalf of providers, supervise the delivery of support or guarantee that a participant has funding available for the requested service.

Users should make their own enquiries and checks before entering into a service relationship. This may include checking identity, business details, registrations, qualifications, insurance, references, worker screening and any other matters relevant to the support being considered.

10. Acceptable use

You must not use Shifto to break the law, infringe another person’s rights, impersonate another person, submit false requests, create misleading provider profiles, scrape or harvest information, interfere with platform security, introduce malicious code, attempt unauthorised access or use another user’s contact details for an unrelated purpose.

You must not copy or systematically extract participant leads, provider information or platform content to build a competing database, resell leads or distribute information outside the purpose for which it was made available.

We may investigate suspected misuse and may restrict relevant functionality while a genuine security, fraud or safety concern is assessed.

11. Intellectual property and user content

Shifto and its licensors own or license the website design, software, branding, text, graphics and other platform materials, except for content submitted by users or material owned by third parties.

You keep ownership of content you submit. You give Shifto a non-exclusive licence to host, reproduce, display and process that content to the extent reasonably required to operate the service, provide matching, facilitate communication, maintain records and meet legal obligations.

You must have the right to upload any profile image, logo, testimonial, description or other material you provide. Do not upload material that infringes another person’s copyright, trade mark, privacy or other rights.

12. Privacy and personal information

Our Privacy Policy explains how Shifto collects, uses, stores and shares personal information, including the way participant request previews and lead unlocking operate.

Providers who receive participant information are responsible for handling that information appropriately and for complying with privacy and confidentiality obligations that apply to them.

These Terms do not replace any separate privacy notice, consent or collection notice required when personal or sensitive information is collected.

13. Suspension, closure and service changes

You can stop using Shifto and may request account closure through the available account or support process. Account closure does not automatically recall information previously accessed by another user or remove records Shifto is required or reasonably entitled to retain.

Shifto may suspend, restrict or close an account where reasonably necessary because of fraud, serious or repeated breach of these Terms, safety concerns, unlawful conduct, non-payment, misuse of participant information or conduct that creates material risk to users or the platform. Where appropriate, we will provide notice and an opportunity to address the issue.

We may change, add, remove or discontinue platform features as the service develops. Where a material change adversely affects paid functionality, we will act reasonably and comply with any rights that cannot lawfully be excluded.

14. Availability and liability

Shifto aims to keep the platform available and information current, but online services can experience outages, maintenance, delays, errors or interruptions. We do not promise uninterrupted availability or that every request or provider profile will be accurate or suitable.

To the maximum extent permitted by law, each user is responsible for their own decisions, communications and arrangements with other users. Shifto is not responsible for the acts, omissions or quality of care provided by an independent provider merely because the parties met through Shifto.

Nothing in these Terms excludes, restricts or modifies a guarantee, right or remedy that cannot lawfully be excluded or limited under the Australian Consumer Law or other applicable law.

Any additional limitation of liability or indemnity wording should be settled with the client’s legal adviser before publication: [LEGAL ADVISER TO CONFIRM WHETHER ANY ADDITIONAL LIABILITY OR INDEMNITY TERMS ARE REQUIRED].

15. Complaints, disputes and governing law

If you have a complaint about Shifto, another user or a transaction, please contact us first and provide enough information for us to review the issue. We may ask the people involved for relevant information and will seek to deal with complaints reasonably.

If the issue concerns services delivered by a provider, the participant should ordinarily raise the service issue with that provider as well. Nothing in this clause prevents a user from contacting an appropriate regulator, dispute body or emergency service.

These Terms are governed by the laws of [CONFIRM STATE OR TERRITORY — PROPOSED: VICTORIA, AUSTRALIA]. Any jurisdiction clause should be confirmed with the client’s legal adviser and must not remove rights a consumer or small business has under applicable law.

16. Changes to these Terms and contact

We may update these Terms as Shifto Connect changes. The current version and effective date will be published on this page. If a change materially affects an existing paid service or requires additional agreement, we will provide any notice or consent required by law.

Questions about these Terms can be submitted through our Contact Us page.

Legal operator: [INSERT FULL LEGAL ENTITY NAME]
ABN: [INSERT ABN]
Support email: [INSERT MONITORED SUPPORT EMAIL]
Phone: [INSERT PUBLISHED PHONE NUMBER]

For Care Seekers

For Providers

Shifto