Inclusee Terms of Use
Hi there! We are excited about you joining our connected community.
In order to fulfil the mission of using the power of connection to relieve isolation and
loneliness for Australians, Inclusee Ltd (We, Us or Inclusee) provides social programs to
increase connection and reduce isolation. Our goal is to build safe, connected communities
to give older Australians a true sense of belonging.
To keep everything clear, we’ve set out important details below. Please take a moment to
read through these Subscription Terms carefully and check you agree with them before you
sign up.
You must read and accept the following terms and conditions (Terms of Use) to be able to
participate in Inclusee’s programs and services. Please let us know if you have any
questions or concerns before you sign up and use Inclusee.
Meet Inclusee
Inclusee is a dedicated not-for-profit charity. We are committed to fostering meaningful
connections among older Australians, First Nations People, and Carers through our
engaging digital programs. Our goal is to build a sustainable, educated, fun, and supportive
online community where everyone feels valued and connected.
Inclusee Programs
At Inclusee, we offer a wide variety of engaging virtual programs to our community
(Inclusee Program). You can join the Inclusee Community through a Government-funded
service. If you don't have access to Government-funded services, you can still participate by
subscribing to Inclusee via one of our Membership Plans (more details below).
How do I join in?
If you would like to be part of our connected community and access the Inclusee Program, you can:
- call us on 1800 287 687;
- complete the registration form available at our website https://inclusee.org.au/participant-registration/; or
- download our app and follow the prompts to join.
In these Terms of Use, we refer to people who access the Inclusee Program as a
Participant or You.
Government Funded Access
What is Government Funded Access?
Inclusee is able to use Government funding to cover the costs for Inclusee Program access
for participants who meet the eligibility criteria.
Signing up for Government Funded Access
We can do an eligibility check for you and send a referral for the Inclusee Program if
appropriate. Participants must register for My Aged Care (MAC) if they have not already.
Statement of Aged Care Rights
As a provider of services, it is important to Inclusee to ensure you understand your rights
about the services you receive, including accessing the Inclusee Program. You can read the
Statement of Aged Care Rights on the Aged Care Quality and Safety Commission website here.
If you would like more information, please do not hesitate to call us on 1800 287 687 or
contact the Older Persons Advocacy Network or Aged Care Quality and Safety Commission
on 1800 951 822 or info@agedcarequality.gov.au.
Aged Care Code of Conduct
As a provider of Aged Care, Inclusee must uphold the Aged Care Code of Conduct. You should always be treated well and feel safe. Inclusee must act in a way that is respectful, kind and consistent with the behaviours set out in the Code. Inclusee must also manage and respond to the behaviour of their workers and governing persons that do not meet the Code. You can read the full Code of Conduct on the Aged Care Quality and Safety Commission website here.
Subscription Access
What is a subscription?
If you do not have access to Government Funded services, you can still join the Inclusee
Program, by subscribing to one of our Membership Plans. These plans help to cover the
cost of keeping our Inclusee Program running and offer different features for you to enjoy.
Types of Membership Plans
We offer different membership levels at $35 per month, or $25 per month if an automatic
repeat credit card charge has been arranged. with varying inclusions and benefits. You can
choose the plan that fits you best. You can find out more about the different plans and their
prices by contacting us or looking at our website.
Who can join?
To access our programs, you must be 65+ years old (50+ if you identify as First Nations) or
18+ years old if you are a paid subscriber. By signing up, you confirm that you meet this
requirement.
Free Trial
We sometimes offer a free trial to give you a feel for what the Inclusee Program is like. If
you decide not to continue after the free trial, you won’t be charged, but you must cancel
before the free trial ends.
Paying for Your Subscription
Subscription Fee
When you sign up, you’ll pay for the plan you choose (Your Subscription). Payment is made
via an automatic repeat credit card charge. You authorise us to deduct the Membership
Fees for Your Subscription. We will use STRIPE to process payments and have provided
more information on STRIPE below.
Timing
Your Subscription will automatically renew at the end of each monthly billing cycle unless
you cancel it before the end of that period.
Price Changes
Inclusee may need to change subscription fees or membership plans. We will notify you at
least 30 days before any change or fee increase it applied to Your Subscription. You may
choose to cancel if you do not accept the changes.
Taxes
All applicable taxes, including GST, are included in your Subscription Fee.
Failed Payments
If your payment fails or Your Subscription becomes inactive due to non-payment, we will
get in touch. Your access to the Inclusee Program may be suspended until the issue is
resolved.
STRIPE
We use STRIPE to process automatic repeat credit card charges, and this payment method
is subject to the terms and conditions of STRIPE available at this Link. By proceeding with
an order, you agree that you have read, understand and agree to those terms (Processor
Terms). We are not a party to the Processor Terms and are not liable to you as a result of
the Processor Terms.
Cancelling Your Access
How to Cancel
You may cancel Your Subscription or Government Funded Access at any time by contacting
Inclusee. Cancellation will take effect at the end of that billing cycle. If you cancel during a
free trial period, you will not be charged.
Refunds
Unless required by law, Membership Fees are non-refundable. However, if you believe there
has been a mistake or error in your Membership Fees or any other issue with Your
Subscription, please contact us within 10 days to discuss possible solutions.
Cancellation by Inclusee
While it is unlikely, Inclusee may terminate the Inclusee Program or your participation in the
Inclusee Program at any time including if you have not complied with these Terms.
Using Inclusee
Accessing your Inclusee Program
Once you have successfully subscribed, you will be given access to the Inclusee Program
included in your Membership Plan.
Your Conduct
We want everyone to feel welcome and respected. Please be kind to other members and
participate in the Inclusee Program in a respectful and appropriate manner. Inclusee will
not accept any harassment, bullying or any form of disruptive behaviour. Any such action
may result in warnings or termination of access to the Inclusee Program.
Sharing Content
If you share pictures, comments or any other content in the Inclusee Program you will still
own your content. By sharing it, you give us permission to use it as part of the Inclusee
Program. Please be mindful of what you post, ensure you have permission and do not post
anything that could hurt or offend others, or we may remove the content.
Your Commitments
By signing up to the Inclusee Program you agree to the following
COMMITTMENTS
- Incidents: I will inform Inclusee immediately if there is any accident or safety incident
that occurs in connection with the Inclusee Program. - Respect: I will respect the rights of confidentiality and privacy of any volunteers or
Inclusee staff members, always treating them with respect and integrity and will not
doing anything to threaten, harm or intimidate them. I understand that the views and
opinions of volunteers are entirely their own and may not reflect the views and options
of Inclusee. - Services: I understand that the Inclusee Program is aimed solely at providing me with
companionship and connection. Inclusee does not offer medical, psychological or
financial advice or provide any aged care services. I will not disregard professional advice, or delay seeking it, because of any information or guidance from the Inclusee service. Inclusee does not accept any liability (including for negligence) for any injury,
loss, or damage incurred by use of or reliance on our services.
Privacy and Data Protection
Keeping your information safe
Please make sure you keep your account details and any logins private. Let us know right
away if you think your account or login details may have been compromised.
Privacy
Inclusee is committed to managing personal information in accordance with the Australian
Privacy Principles under the Privacy Act 1988 (Cth) (Privacy Act) and with its Privacy Policy
(enclosed). The Inclusee Privacy Policy is also available online at Privacy Policy - Inclusee.
In addition to the general position set out in our Privacy Policy, you specifically give consent
to the collection and use of the following personal information:
CONSENT DESCRIPTION
- I understand that I have the right to have my personal information protected, and
that no information about me will be released other than in accordance with the
Inclusee Privacy Policy or with my express consent. At any time, I can request more
information or withdraw my consent at any time by calling 1800 287 687. - I give consent for Inclusee to provide my personal details to emergency services in
case of an imminent threat to my health and safety. - I give consent for Inclusee to use de-identified data collected through feedback
surveys in order to evaluate the Inclusee Program. I give consent for Inclusee to
publish the results of the data evaluation. I understand any information published will
not identify me in any way. - I give consent for Inclusee to provide my name and contact details (not address) to a
third-party service provider who provides ancillary services that may be of benefit or
interest to me. Inclusee will obtain my express consent before Inclusee will provide
my details to any third party. - I give consent for Inclusee to discuss matters relating to my care and wellbeing with
my appointed representative (if applicable).
General details
Representatives
I understand that I can appoint a representative to liaise with Inclusee and my volunteer in
relation to my participation in the Inclusee Program, my care and wellbeing. I authorise
Inclusee to discuss matters with my representative to the extent that they relate to my
care and wellbeing. I can change my representative at any time by giving notice to Inclusee.
Authorised Representative
Where these Terms of Use are entered into by a representative, the representative
warrants that they have the express authority and consent of the Participant to sign this
Agreement on their behalf and that the Participant is aware of and understands the terms.
Limitations
The Inclusee Program is provided ‘as is’. While Inclusee works hard to deliver the Inclusee
Program to be a respectful and safe space, as with online delivery, Inclusee cannot
guarantee that there won’t be issues or interruptions. We will work to fix any issues as
quickly as we can.
Handling Disagreements
If you ever have an issue with us, we’ll do our best to resolve it in a fair way. If we can’t
agree, we may need to use a process called mediation to help us settle things. This means
that a neutral third party will help us find a solution.
Complaints
Inclusee values all forms of feedback from all stakeholders around our program services, customer service and any other topics. We welcome your input that will allow us to review and make our services to achieve our mission better. You can provide feedback on our website here or you can call us on 1800 287 687.
Aged Care Quality and Safety Commission
You can also provide feedback or raise a concern or compliant directly with the Aged Care
Quality and Safety Commission on their website, by contacting them on 1800 951 822 or
info@agedcarequality.gov.au.
Amendments
Inclusee reserves the right to change these Terms. You will be notified of any material
changes and may choose to cancel Your Subscription at any time as set out in the
Cancellation section above. If you choose to continue use of the Inclusee Program after
such changes are notified, this will mean you have accepted those changes.
Financial Position of Inclusee
As per s155-70 of the Aged Care Rules 2025, if you request, we can provide you with a clear and simple presentation of Inclusee's financial position and a copy of the most recent statement of the audited accounts of the service delivery.
Applicable Law
This Agreement is governed by the laws in force in Queensland.
Contact Us
If you have any questions, need help, or just want to talk to us, please don’t hesitate to
reach out to Inclusee on 1800 200 422. We are here for you.
Important note about the Inclusee Program
This section is set out above under Your Commitments, but we have repeated it given its
importance. The Inclusee Program is aimed solely at providing companionship and
connection. Inclusee does not offer medical, psychological or financial advice or provide any
aged care services. Do not disregard professional advice, or delay seeking it, because of
any information or guidance from the Inclusee service.
To the extent permitted by law including the Australian Consumer Law, Inclusee does not
accept any liability (including for negligence) for any injury, loss, or damage incurred by use
of or reliance on our services.