The agreement, in plain English

1. The agreement

These terms are an agreement between Basecare Services Pty Ltd (ABN 50 683 649 381), trading as BaseNexa ("we", "us"), and the organisation that holds the account ("you", the "Customer"). By creating an account or using the platform you accept them on behalf of your organisation, and you confirm you have the authority to do that. BaseNexa is built for organisations delivering NDIS supports and is offered for business use, not personal use.

2. The service

BaseNexa is a hosted platform for running an NDIS provider's operations: rostering, time and attendance, worker compliance, participant records, progress notes, incidents and quality, invoicing and claim files. What the platform does changes over time; we add and improve features regularly and will not remove a core capability your plan includes without reasonable notice.

3. Accounts

• Keep your sign-in credentials confidential. Two-factor authentication is available and we recommend it for administrators.
• You are responsible for who you invite into your organisation's account and the roles you give them.
• Tell us promptly at hello@basenexa.com.au if you believe an account has been compromised.

4. Free trial

New organisations start with a 30-day free trial with features unlocked. No payment details are needed to start, and a trial that is not converted simply expires: nothing is deleted immediately, and nothing is charged. We may adjust the trial length for new signups from time to time; a change never shortens a trial already under way.

5. Plans, pricing and changes

• Prices are in Australian dollars and include GST. Current pricing is on the pricing page.
• Each plan sets limits (participants and workers) and the modules included. If you reach a limit, nothing breaks and nothing is deleted; you are invited to move up a plan before adding more.
• Your price is attached to the version you subscribed on. A later price rise creates a new version for new customers and does not change what you pay while your subscription continues. This includes founding offers.
• You can change plans, up or down, at any time. Your records are the same records on every plan.

6. Payment

Subscriptions are billed in advance, monthly or annually, through Stripe. If a payment fails we will retry and tell you before anything is restricted. We do not delete customer data because a card failed; see section 12 for what happens if a subscription actually ends.

7. Your data

• You own it. Everything your organisation puts into BaseNexa (participant records, worker records, notes, documents, invoices) is yours. We take no ownership of it and use it only to run the service for you, as described in our Privacy Policy.
• You can take it with you. On request we will provide an export of your data in a common machine-readable format, during the subscription and for 30 days after it ends.
• You are responsible for what you put in. You confirm your organisation has the right, under privacy law and its agreements with participants and workers, to hold those records in a hosted system, and that what you enter is accurate and lawfully collected.

8. Acceptable use

You agree not to:

• use the platform for anything unlawful, or to store records you have no right to hold;
• attempt to access another organisation's data, probe or overload the service, or bypass its security;
• resell access to the platform without a written agreement with us;
• upload malicious code.

Security research is welcome when it is responsible: tell us at hello@basenexa.com.au and give us a reasonable chance to fix an issue before disclosing it.

9. Availability and support

We aim to keep the platform available around the clock and deploy updates without downtime wherever possible, but we do not promise uninterrupted availability and there is no formal uptime guarantee at this stage of the product. When maintenance needs a pause we schedule it outside Australian business hours and tell customers first. Support is by email; we answer within one business day, usually much faster.

10. What BaseNexa is not

BaseNexa helps you run the practices the NDIS Practice Standards ask about and keeps your evidence organised. Using it does not make your organisation registered, certified, compliant or audit-proof, and we will never claim otherwise. Registration and audit outcomes remain between you, your auditor and the NDIS Commission. Likewise, claim files BaseNexa produces are prepared from your records; checking and submitting them is your responsibility, and BaseNexa never submits anything to an NDIS portal on your behalf.

11. Liability

Nothing in these terms excludes rights you have under the Australian Consumer Law or any other law that cannot be excluded by agreement. Where the law allows liability to be limited:

• our total liability under these terms is capped at the amount you paid us in the 12 months before the event giving rise to the claim;
• neither of us is liable to the other for indirect or consequential loss, loss of profits or loss of data caused by events outside our reasonable control;
• where a consumer guarantee applies and the law lets us limit our remedy, it is limited to re-supplying the service.

You are responsible for decisions made using the platform, including rostering, payroll and claiming decisions, and for complying with the laws that apply to your organisation.

12. Suspension and ending the agreement

• You can cancel at any time from the billing screen or by email. Cancellation takes effect at the end of the paid period; we do not refund partial periods except where the law requires it.
• We may suspend or terminate an account for material breach of these terms, and will give notice and a chance to fix the problem except where the breach threatens the security of the platform or other customers.
• After a subscription ends, you have 30 days to request an export of your data. Your records are deleted from the live system within 90 days of termination, with encrypted backups ageing out after that, as described in the Privacy Policy.

13. Intellectual property

We own the platform, its software and its branding. You are granted a non-exclusive right to use the platform while your subscription is active. Feedback you give us about the product may be used to improve it without obligation; your data is not feedback and section 7 always applies to it.

14. Changes to these terms

We may update these terms as the product and the law evolve. For material changes we will give customers at least 30 days' notice by email before the change takes effect. Continuing to use the platform after that date is acceptance of the updated terms; if you do not accept them, you may cancel under section 12 before they take effect.

15. General

These terms are governed by the laws of Victoria, Australia, and both parties submit to the jurisdiction of its courts. If part of these terms is found unenforceable, the rest still stands. These terms and the Privacy Policy are the whole agreement between us about the platform, unless we have signed something separate with your organisation (for example an Enterprise agreement), in which case the signed document wins where they differ.

16. Contact

Basecare Services Pty Ltd (ABN 50 683 649 381) · BaseNexa · hello@basenexa.com.au