Terms & Conditions

Introduction & Acceptance

These Terms and Conditions ("Terms") govern your use of the Allevi8 website, purchase of our products, and receipt of our services. By accessing our website, placing an order, or using our services, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use our website or services.

These Terms are governed by the laws of Queensland, Australia, and you agree to submit to the exclusive jurisdiction of the courts of Queensland.

These Terms should be read in conjunction with our Privacy Policy, which explains how we collect and use your personal information.

About Allevi8

Allevi8 Pty Ltd is an Australian company registered with the following details:

Allevi8 specialises in assistive technology for clinical sleep, pain relief, and pressure care. All our products are medical devices regulated by the TGA and available through NDIS funding.

Products & Pricing

All prices displayed on our website are in Australian Dollars (AUD) and include Goods and Services Tax (GST), unless otherwise stated.

• Price Changes: We reserve the right to change prices at any time without notice. Prices in effect at the time of order placement apply to your purchase.
• Product Images: Product images on our website are illustrative. Physical colours, sizes, and finishes may vary slightly.
• Product Specifications: Product specifications, dimensions, and technical details are provided for guidance only. We are not liable for minor variations in specifications.
• Availability: We do not guarantee that all products displayed on our website are in stock. We will notify you if items ordered are not available and offer alternatives or a full refund.

NDIS Orders

Allevi8 is a registered NDIS provider. If you are an NDIS participant or funded through an NDIS home care package, the following terms apply:

NDIS Funding Process

• Quotes: We provide quotes for assistive technology (AT) support category items as specified in your NDIS plan.
• Plan Approval: It is your responsibility to ensure that the items you purchase are within your NDIS plan budget and approved by your plan manager or support coordinator.
• We Cannot Guarantee Approval: While we assist with quotes, documentation, and paperwork, we cannot guarantee that the NDIA will approve your claim. Approval decisions rest with the NDIA and your plan manager.
• Payment Methods: NDIS-managed or agency-managed participants can pay directly from their plan. Self-managed participants can arrange direct payment to Allevi8 and claim reimbursement from their plan manager.
• Documentation: We will provide all necessary invoices, tax records, and documentation to support your NDIS claim.

Orders & Payment

How to Order

Orders can be placed through our website, by phone (1800 255 348), or by email. You will receive an order confirmation email with your order number and details.

Payment Methods

We accept the following payment methods:

• Credit Card (Visa, Mastercard, American Express)
• NDIS Direct (for registered NDIS participants)
• Home Care Package (HCP) direct payments
• Afterpay
• Zip Pay
• Bank Transfer

Payment Processing

• Payment is required at the time of order unless alternative arrangements have been made.
• We use secure third-party payment processors. Your payment information is encrypted and never stored on our servers.
• We will provide you with a tax invoice and receipt following payment.

Order Cancellation

• You may cancel an order before it is dispatched from our warehouse for a full refund.
• Once an order has been dispatched, standard return and refund policies apply (see Returns & Refunds below).
• To cancel an order, contact us immediately at hello@alleviate.com.au or 1800 255 348.

Delivery

Delivery Timeframes

• Metropolitan Areas: 5–15 business days
• Regional & Remote Australia: 10–21 business days
• Delivery timeframes are estimates only. We are not liable for delays caused by external factors (e.g., weather, carrier delays, restricted access).

Delivery Service

• Installation: We offer professional delivery and installation service to all Australian locations. Installation is included in the purchase price for most products.
• Risk Transfer: Risk of loss or damage to products passes to you upon delivery to your address.
• Access: You are responsible for ensuring your property is accessible for delivery and installation (e.g., door width, floor strength for heavy equipment).
• Delivery Instructions: You must provide clear delivery instructions and be present at the scheduled delivery time.

Delivery Across Australia

We deliver to all Australian postcodes, including regional and remote areas. Additional delivery fees may apply for remote locations. We will confirm delivery costs when you place your order.

Returns & Refunds

30-Day Change of Mind

If you are not satisfied with your purchase, you may return it within 30 days for a full refund, provided:

• The product is unused and in original packaging
• All accessories and documentation are included
• The product is in the same condition as when delivered

Return Process

1. Contact us to obtain a Return Authorisation Number (RAN)
2. Pack the product securely with all accessories
3. Ship to our warehouse address (RAN number required)
4. Upon receipt and inspection, we will process your refund (typically within 5 business days)

Faulty or Defective Products

If your product is faulty or defective, you have the right to a repair or replacement under the Australian Consumer Law (ACL). We will not unreasonably delay or refuse to repair or replace faulty products. To report a faulty product:

1. Contact us with details of the fault and proof of purchase
2. We will assess the fault and arrange repair or replacement
3. If repair or replacement is not possible, we will refund you

NDIS-Funded Items

If you have purchased an item with NDIS funding, returns must be coordinated with your plan manager or support coordinator. We will notify them of the return and ensure compliance with NDIS record-keeping requirements.

Non-Returnable Items

The following items are non-returnable:

• Custom-made or made-to-order products (e.g., custom-sized mattresses)
• Hygiene items that have been opened or used (e.g., mattress protectors, incontinence pads)
• Items showing signs of wear or damage beyond normal use

Return Shipping Costs

Return shipping costs are covered by us for faulty or defective products. For change of mind returns, return shipping costs are the customer's responsibility, unless the return is due to our error.

Warranty

Manufacturer's Warranty

All Allevi8 products come with a 2-year manufacturer's warranty covering defects in manufacturing and materials under normal use. The warranty covers:

• Manufacturing defects
• Material failures
• Mechanical faults

Extended Warranty

An optional 5-year extended warranty is available for purchase. This extends coverage beyond the standard 2-year period and may include accidental damage protection (terms apply).

Warranty Exclusions

The warranty does not cover:

• Normal wear and tear
• Damage caused by misuse, abuse, or negligence
• Damage caused by improper installation or modification
• Cosmetic damage (scratches, stains) that do not affect function
• Damage from accidents, impacts, or environmental factors (e.g., water, extreme temperature)
• Loss of data or software issues (for electronic products)

How to Claim Warranty

1. Contact us with your proof of purchase and details of the issue
2. Provide photos or video evidence if possible
3. Our team will assess your claim and determine eligibility
4. If approved, we will repair or replace the product at no cost to you

TGA-Regulated Medical Devices

All Allevi8 products are therapeutic goods regulated by the Therapeutic Goods Administration (TGA). The warranty applies only to products used in accordance with the TGA approval and intended purpose. Misuse may void the warranty.

Intellectual Property

All content on the Allevi8 website, including text, images, logos, graphics, videos, and designs, is the property of Allevi8 Pty Ltd or its licensors and is protected by copyright and other intellectual property laws.

You may not reproduce, distribute, modify, or transmit any content from our website without our prior written permission. Unauthorised use of our intellectual property is prohibited and may result in legal action.

Limitation of Liability

Exclusion of Liability

To the extent permitted by Australian law (including the ACL), Allevi8 is not liable for:

• Indirect, incidental, or consequential damages
• Loss of profits, data, or business
• Lost opportunity or anticipated savings
• Damages arising from delay or failure in delivery
• Damages arising from use of products (except to the extent liability cannot be excluded under the ACL)

Limitation of Total Liability

Our total liability to you arising from these Terms or your use of our website or products is limited to the amount you paid for the product in question, or if no payment was made, AUD $100.

ACL Consumer Guarantees

Nothing in these Terms excludes, restricts, or modifies the consumer guarantees under the Australian Consumer Law (ACL). You have statutory rights under the ACL that cannot be excluded. These rights include guarantees that goods are of acceptable quality, fit for purpose, and as described.

Privacy

Your privacy is important to us. Please refer to our Privacy Policy for information on how we collect, use, and disclose your personal information, and your rights under the Australian Privacy Act.

Changes to These Terms

We may update these Terms from time to time. Material changes will be posted on our website, and we will update the "Last updated" date. Continued use of our website or services constitutes your acceptance of the updated Terms. If you do not agree to any changes, you must stop using our website and services.

Contact & Support

If you have questions about these Terms or need support, please contact us:

Disputes & Complaints

If you have a complaint or dispute, please contact us as soon as possible. We will make every effort to resolve your complaint within 30 days. If you are not satisfied with our response, you may have rights under Australian Consumer Law or other applicable legislation.