FAQs

No. Sanivy subscriptions are month-to-month with
no lock-in contracts and no cancellation fees. You can cancel, pause, or change
your subscription at any time before your next billing date. If you cancel,
your subscription stops at the end of the current billing period and you keep
everything already delivered.

Use the change calculator on our Get Started
page. It will allow you to pick the subscription level you require depending on
the number of changes per day. There are only two subscription levels — Independent and Supported — and
the calculator will guide you to the right one.

Sanivy has two subscription levels. The Independent
subscription is for participants with lower daily change requirements who
manage their own care. The Supported
subscription is for participants with higher daily change requirements or those
whose care is delivered by support workers — it includes a complete hygiene and
skin protection bundle. Use the change calculator on the Get Started page to
determine which level is right based on the number of changes per day.

Yes, at any time. If your participant's needs change —
more changes per day, a new care setting, or support workers joining the team —
contact us and we'll adjust the subscription from the next billing cycle. There
is no penalty for changing tiers.

Use the change calculator on the Get Started page — it
will guide you through the decision. If you are still unsure after using the
calculator, email us at info@sanivy.com.au
and we will help you determine the right subscription level.

Yes. Each participant has their own subscription. If you
are a support coordinator or provider managing multiple participants, email us
at info@sanivy.com.au
and we'll set up a coordinator account so you can manage all subscriptions in
one place.

Yes. Sanivy subscriptions are billed under NDIS
Consumables, line item 03_220_0103_1_1.
Both the Independent and Supported tiers are eligible under this line item. We
provide the invoice your plan manager needs, formatted to NDIS requirements.

When you subscribe, select
"Plan-managed" as your funding type. We will issue an invoice
directly to your plan manager. Your subscription is activated once payment is
confirmed. We can also send a pre-filled email to your plan manager with the
tier recommendation, line item, and monthly cost — use the "Send to my
plan manager" button on the Get Started page.

Self-managed participants pay directly through the website
and claim reimbursement from their NDIS plan. We provide a compliant invoice
for your records.

Agency-managed participants need prior approval before
subscribing. We will help you request it — we provide the wording your LAC or
support coordinator needs to submit the request. Email us at info@sanivy.com.au
and we'll walk you through it.

Yes. If a participant's current plan does not include
continence care funding, or if the allocated amount needs to be increased, we
can provide a written quote and supporting documentation for the plan review.
Contact us and we'll prepare this for you.

We operate as a continence product supplier under the NDIS
Consumables support category. If you have a specific question about provider
registration for your participant's funding type, call us and we'll clarify
what applies to your situation.

Yes. Continence products are typically fundable under the
daily living and care category of a Home Care Package. We work with case
managers and package providers to confirm funding eligibility and issue
appropriate invoices. Contact us to discuss your participant's HCP situation.

The Independent tier includes pull-up or tabbed
briefs (matched to the participant's mobility), disposable underpads, and
continence wipes. The Supported tier adds foaming cleanser, barrier cream, and
disposable gloves. Full product descriptions are available on the Products
page.

Pull-up briefs are designed for ambulatory
participants who can stand and manage their own changes. Tabbed briefs are
designed for participants with limited mobility who require assistance from a
support worker. If you are unsure, our team can advise based on the
participant's mobility level.

Each subscription delivers a 28-day supply based on the
participant's daily change frequency. The quantity is calculated when you set
up the subscription. If the quantity needs to be adjusted, contact us before
the next billing date.

Sanivy products are sourced and quality-tested
to meet Australian continence care standards. Our product range is selected
specifically for the NDIS and aged care environment, with a focus on skin
integrity, absorbency, and ease of use for both participants and support
workers.

Yes. Full product descriptions, absorbency ratings, and
sizing information are available on the Products page. You can also email us at
info@sanivy.com.au
to discuss which products are most appropriate for your participant's needs.

We deliver Australia-wide, directly to the
participant's home, SIL property, group home, or care facility.

Delivery is included in the subscription price. There are
no additional delivery fees.

The first delivery arrives within two weeks of
subscription confirmation. For plan-managed participants, the timeline begins
once payment from the plan manager is confirmed.

You will receive a tracking link by email when your order
is dispatched. For recurring deliveries, you will receive a reminder email a
few days before the next shipment is due.

Yes. Contact us before your next billing date
and we'll update the delivery address for the next shipment.

Contact us immediately on or info@sanivy.com.au
and we will arrange a replacement. We take responsibility for deliveries that
are lost, damaged, or significantly delayed.

Yes. We regularly deliver to SIL properties,
group homes, and aged care facilities. When setting up the subscription,
provide the facility address and any specific delivery instructions (e.g.
reception desk, unit number).

The Sanivy Six-Step Protocol is a structured continence
care procedure included with every subscription. It covers skin assessment,
product selection, the change procedure, skin protection, documentation, and
escalation. It is designed to meet NDIS Practice Standards for personal care
and ensure consistent, safe care across all workers and shifts.

Yes. The Sanivy Six-Step Protocol training is included in
both the Independent and Supported tiers. Every participant's subscription
includes access to the training for their care team.

Training takes approximately 20 minutes per
worker and is completed online at the worker's own pace. Workers receive a
certificate of completion that the coordinator can access through the dashboard
(Supported tier).

New workers can be added to the training at any
time. They complete the protocol before their first shift with the participant.
The coordinator is notified when each worker completes the training.

Workers receive an automated reminder link. If a worker
has not completed training before the first delivery arrives, the coordinator
is notified. We recommend making training completion a condition of workers
being rostered for continence care shifts.

Yes. The Sanivy Six-Step Protocol is designed to
align with the NDIS Practice Standards for personal care (Standard 2.3).
Completion records are available as evidence for audits and plan reviews.

The care record is a structured daily log included with
every subscription. It records each continence care event — time, product used,
skin condition, and any concerns noted. It is designed to be completed by
support workers and reviewed by coordinators.

NDIS auditors and plan reviewers look for evidence that
funded supports are being delivered consistently and safely. A completed care
record demonstrates that continence care is being performed to protocol, which
protects the participant, the provider, and the coordinator.

The evidence pack is a summary document
generated from the care record. It is designed for plan reviews and funding
requests, showing the participant's continence care needs, the products used,
the frequency of care, and the training completed by workers. It can be
provided to a plan manager, LAC, or support coordinator on request.

Care records are provided as part of the
subscription. For Supported tier subscribers, the coordinator dashboard
provides a digital overview. Contact us if you need a formatted evidence pack
for a plan review.

Use the Get Started calculator to identify the right tier,
then email us at info@sanivy.com.au
or email info@sanivy.com.au.
We'll confirm the participant's details, funding type, and delivery address,
and handle the rest. Most participants are fully set up within two weeks.

Yes. Contact us to set up a coordinator account.
You will be able to view and manage subscriptions for all of your participants
in one place, including delivery tracking, training status, and billing.

Yes. We work with SIL providers, group homes,
and aged care facilities. For facilities with multiple participants, we can set
up a bulk account with consolidated invoicing and delivery scheduling. Call us
to discuss.

We provide written quotes, product
justifications, and evidence packs on request. If a participant's plan does not
currently include adequate continence care funding, we can help you prepare the
documentation needed to request an increase at the next plan review.

Yes. If you are a support coordinator, occupational
therapist, or provider who regularly refers participants to Sanivy, contact us
to discuss our referral arrangement. We offer a 20% commission on every
subscription sold through a referral partner.

Contact us before your next billing date by
email (info@sanivy.com.au).
Your subscription will stop at the end of the current billing period. You keep
everything already delivered. There are no cancellation fees.

Yes. If a participant is hospitalised, on leave, or
temporarily not requiring deliveries, contact us and we'll pause the
subscription. It can be reactivated at any time.

Contact us as soon as possible and we'll cancel or
transfer the subscription. We handle these situations with care and will not
charge for any period after notification.

Contact us immediately and we'll arrange a
replacement at no cost. We take responsibility for any fulfilment errors.

Contact us at info@sanivy.com.au or email info@sanivy.com.au.
We're available Monday to Friday, 9am–5pm AEST. For urgent matters outside
business hours, leave a message and we'll respond the next business day.

Sanivy Assist is a clinical guidance service
included in the Supported tier. If a support worker or coordinator has a
question about a participant's skin condition, product selection, or care
protocol, they can contact us for guidance. For complex clinical concerns, we can
facilitate a referral to a continence nurse through our Care Connect pathway.

Care Connect is our continence nurse referral pathway, included in the
Supported tier. If a participant's needs change significantly — new skin
breakdown, increased leakage, or a change in mobility — we can refer them to a
continence nurse for a formal assessment. This assessment can also support a
funding increase at plan review.

Contact us at info@sanivy.com.au or email info@sanivy.com.au
and we'll help you directly. There is no question too small.