Terms of service
Last updated: 15 September 2026
These Terms & Conditions apply to your use of the Sanivy website, online store, subscription services and associated services.
By accessing our website, creating an account, placing an order or establishing a subscription, you agree to these Terms & Conditions.
Please read them carefully before purchasing from Sanivy.
1. About Sanivy
Sanivy supplies continence care, hygiene and related personal-care products to customers throughout Australia.
Our products may be purchased privately or, where applicable, by customers using self-managed or plan-managed National Disability Insurance Scheme (NDIS) funding.
References in these Terms to “Sanivy”, “we”, “us” or “our” mean the business operating the Sanivy online store.
References to “you” or “customer” include the person placing an order and, where applicable, a person lawfully acting on behalf of an NDIS participant.
2. Acceptance of These Terms
By using our website or purchasing products from Sanivy, you agree to comply with these Terms & Conditions and our applicable policies, including our:
- Privacy Policy
- Delivery & Shipping Policy
- Returns & Refund Policy
- Any applicable subscription terms displayed when you place an order
If you place an order on behalf of another person, you confirm that you are authorised to do so.
3. Eligibility to Purchase
You must be legally capable of entering into a purchase transaction to place an order through Sanivy.
If you are purchasing products for another person, including an NDIS participant, you confirm that you have appropriate authority to provide the information necessary for the purchase and to arrange the order on their behalf.
4. Product Information
Sanivy makes reasonable efforts to ensure product descriptions, images, sizing information, quantities and other information displayed on our website are accurate.
Product images are provided for illustrative purposes and packaging may change from time to time.
Customers are responsible for selecting products appropriate to their requirements.
Where you are uncertain about the appropriate size, absorbency level or type of continence product, we encourage you to obtain appropriate advice before purchasing.
5. Health and Medical Disclaimer
Information provided by Sanivy regarding continence products, personal care, product usage or related matters is provided for general information and product-support purposes.
Unless expressly stated otherwise, it is not medical advice and is not intended to replace advice from a doctor, nurse, continence specialist, allied health professional or other appropriately qualified healthcare professional.
Customers should seek appropriate professional advice where they have questions concerning a medical condition, continence requirements, skin integrity, product suitability or changes in health or care needs.
6. Prices
Prices are displayed in Australian dollars unless otherwise stated.
Prices, promotions and product availability may change from time to time.
The price applicable to an individual order is the price displayed or otherwise agreed when that order is processed, subject to correction of obvious errors.
Delivery charges are calculated at checkout unless expressly included in the product or subscription price.
7. GST
Prices will include Goods and Services Tax (GST) where GST is applicable.
Some products may be GST-free under Australian taxation law.
The GST treatment shown on an invoice will be based on the applicable taxation requirements for the products supplied.
8. Placing an Order
When you place an order with Sanivy, you are making an offer to purchase the selected products subject to these Terms.
We reserve the right to decline or cancel an order where reasonably necessary, including where:
- A product is unavailable
- Payment cannot be processed
- Information supplied is incomplete or incorrect
- We reasonably suspect fraud or unauthorised activity
- A pricing or system error has occurred
- We are unable to lawfully or reasonably fulfil the order
If we cancel an order after receiving payment, we will provide an appropriate refund unless another arrangement has been agreed with you.
9. Payment
Payment must be made using an available payment method accepted through the Sanivy online store or another payment arrangement expressly approved by Sanivy.
Orders may not be dispatched until payment has been successfully received, unless Sanivy has expressly agreed to another arrangement.
Different payment arrangements apply to NDIS plan-managed orders as described below.
10. NDIS Purchases
Sanivy supports purchases by eligible customers using self-managed or plan-managed NDIS funding.
The availability of a product through Sanivy does not mean that the product will automatically be funded by the NDIS.
Whether a particular product is appropriately claimable depends on the participant's individual circumstances, plan, available funding, applicable NDIS rules and funding-management arrangements.
Sanivy does not guarantee that any product, order or subscription will be approved or reimbursed by the NDIS or a plan manager.
Customers and their authorised representatives remain responsible for ensuring that purchases are consistent with their applicable NDIS funding arrangements.
11. Self-Managed NDIS Customers
Self-managed participants may purchase products through the Sanivy online store using available payment methods.
Sanivy will provide an appropriate invoice or receipt that may be used by the participant for their own claiming and record-keeping purposes.
The participant remains responsible for submitting any claim and determining whether the purchase is appropriately claimable from their NDIS funding.
12. Plan-Managed NDIS Customers
Customers using plan-managed funding must provide accurate information necessary for Sanivy to submit an invoice to their nominated plan manager.
Sanivy may provide the relevant participant, order and invoicing information to the nominated plan manager solely for legitimate invoicing, payment and associated administrative purposes.
Plan-managed orders will not normally be dispatched until the required approval and/or payment has been received from the nominated plan manager.
Sanivy is not responsible for delays resulting from a plan manager's approval, processing or payment timeframes.
If a plan manager declines an invoice or advises that funding is unavailable, Sanivy may contact the customer or their authorised representative to discuss alternative payment arrangements.
13. NDIA-Managed Customers
Sanivy's standard online purchasing arrangements currently support self-managed and plan-managed NDIS customers.
Customers with NDIA-managed funding should contact Sanivy before placing an order where they wish to determine whether an alternative purchasing arrangement is available.
14. NDIS Information and Privacy
Customers may be asked to provide limited NDIS-related information where necessary to administer plan-managed invoicing.
This may include information such as:
- Participant name
- NDIS participant number
- Plan-manager details
- Information reasonably necessary to identify and process the relevant invoice
Customers should not provide diagnoses, medical records, support plans or other sensitive health information unless specifically required and reasonably necessary.
NDIS-related information supplied for invoicing purposes will not be sold or used for unrelated marketing purposes.
Further information is contained in the Sanivy Privacy Policy.
15. 28-Day Subscription Service
Sanivy offers recurring subscriptions based on a 28-day supply cycle.
A 28-day subscription is not the same as a calendar-month subscription.
The quantity supplied under a subscription is based on the selected product and usage level associated with the customer's subscription.
Sanivy generally aims to dispatch the next subscription supply at approximately the end of the third week of the current 28-day cycle to allow reasonable delivery time before the next supply period begins.
Delivery dates cannot be guaranteed because actual transit times may be affected by Australia Post, location, public holidays, weather and other circumstances outside Sanivy's reasonable control.
16. Subscription Payments and Plan-Managed Subscriptions
For customers paying directly, the applicable subscription amount will be processed in accordance with the payment arrangements displayed when the subscription is established.
For plan-managed customers, each recurring supply may require submission of an invoice and receipt of the required approval and/or payment from the nominated plan manager.
Where approval or payment is delayed, dispatch may also be delayed.
Sanivy is not responsible for interruption to supply caused by a plan manager failing to approve or pay an invoice within the required timeframe.
17. Changes to a Subscription
Customers may request changes to their subscription, including:
- Product
- Size
- Quantity
- Delivery address
- Other subscription details
Changes should be requested at least 5 business days before the next scheduled order is processed or dispatched.
We will make reasonable efforts to accommodate later requests, but changes may not be possible once an order has entered processing or has been dispatched.
18. Cancelling a Subscription
A Sanivy subscription may be cancelled without a cancellation fee.
Unless otherwise stated in the applicable subscription offer, 28 days' notice of cancellation is required.
Orders already processed, approved, paid or dispatched before the cancellation becomes effective may still be supplied and charged.
Cancellation does not remove responsibility for amounts already owing for products previously supplied or ordered.
Nothing in this provision limits any cancellation or other rights available under Australian law.
19. Delivery
Sanivy delivers Australia-wide, primarily using Australia Post.
Delivery charges are calculated at checkout.
Standard paid orders are generally dispatched within 1–2 business days.
Delivery times are estimates and may vary according to destination and circumstances outside Sanivy's reasonable control.
Full delivery conditions are contained in our Delivery & Shipping Policy.
20. Delivery Addresses
Customers are responsible for providing a complete and accurate delivery address.
If an order is returned, delayed or requires redelivery because incorrect, incomplete or outdated information was supplied by the customer, Sanivy may recover reasonable additional delivery or redelivery costs.
Customers should notify Sanivy immediately if they discover an address error.
21. Authority to Leave
Where permitted by the delivery service, parcels may be left at the delivery address when nobody is available to receive them.
Customers should provide a delivery location where parcels can reasonably be left safely.
Sanivy uses discreet packaging to protect customer privacy.
22. Product Availability
All products are subject to availability.
Where an ordered product becomes unavailable, Sanivy may contact the customer to discuss options including:
- Waiting for stock
- Selecting an alternative product
- Splitting the shipment
- Receiving a credit
- Receiving a refund where appropriate
Sanivy will not automatically substitute an unavailable continence product with another continence product without the customer's agreement.
23. Returns and Hygiene Products
Continence and personal-care products are hygiene-sensitive products.
For health and hygiene reasons, Sanivy does not accept change-of-mind returns or exchanges, including for unopened products, except where Sanivy expressly agrees or where required by law.
Customers should carefully check product type, size and quantity before completing an order.
This restriction does not affect rights that cannot lawfully be excluded under the Australian Consumer Law.
24. Faulty, Damaged or Incorrect Products
If products are faulty, damaged in transit or incorrectly supplied by Sanivy, please contact us as soon as reasonably possible.
We may request photographs or other reasonable evidence to assist us in investigating the issue.
Where Sanivy has supplied an incorrect product, we will cover reasonable costs associated with correcting the error.
Where goods fail to satisfy an applicable consumer guarantee, customers will receive the remedy required under the Australian Consumer Law.
25. Lost Deliveries
If a parcel appears to have been lost in transit, Sanivy will investigate the matter with Australia Post.
Where the parcel is confirmed as lost, Sanivy will provide an appropriate replacement or other remedy having regard to the circumstances and applicable consumer rights.
26. Australian Consumer Law
Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in these Terms & Conditions excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Where these Terms conflict with a mandatory consumer right under Australian law, the applicable consumer right prevails.
27. Sanivy Continence Care App
Where Sanivy provides customers, participants, carers or service providers with access to a Continence Care App or other digital service, that service is intended to assist with functions such as recording product changes, monitoring product usage, accessing relevant information and connecting users with their organisation or support contacts where applicable.
The app is an administrative and care-support tool and is not a substitute for professional clinical or medical assessment, diagnosis, treatment or advice.
Users are responsible for ensuring information they enter into the app is accurate and that they are authorised to enter information relating to another person.
Access to information within the app will be managed in accordance with applicable privacy and security requirements.
28. Website Accounts
Where customers create an online account, they are responsible for maintaining the confidentiality of their account credentials.
Customers should not provide their password to another person unless appropriately authorised to do so.
Please notify Sanivy promptly if you believe your account has been accessed without authorisation.
29. Website Availability
We endeavour to keep the Sanivy website and online services available and operating correctly.
However, we do not guarantee uninterrupted access.
The website may occasionally be unavailable because of maintenance, Shopify services, telecommunications failures, cybersecurity events or circumstances outside our reasonable control.
30. Intellectual Property
Unless otherwise stated, the Sanivy name, branding, logos, website content, graphics, written material, product information and other original content provided by Sanivy remain the property of Sanivy or their respective rights holders.
Content may not be reproduced, commercially exploited or represented as belonging to another business without appropriate permission.
31. Third-Party Services
Our website may rely upon or interact with third-party services including Shopify, Australia Post, payment processors and other technology or service providers.
Those services may be subject to their own terms and privacy policies.
Sanivy is not responsible for independent third-party services to the extent permitted by law, but this does not limit any responsibility Sanivy has to customers under applicable Australian law.
32. Prohibited Use
You must not use the Sanivy website:
- For unlawful or fraudulent purposes
- To provide false or misleading information
- To interfere with website security or operation
- To attempt unauthorised access to accounts, systems or information
- To introduce malicious software or code
- In a manner that infringes another person's rights
33. Limitation of Liability
To the maximum extent permitted by law, Sanivy is not liable for loss arising from circumstances outside our reasonable control or from misuse of products contrary to their instructions or intended purpose.
Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability arising under consumer guarantees that cannot be excluded under the Australian Consumer Law.
34. Changes to These Terms
Sanivy may update these Terms & Conditions from time to time to reflect changes to our products, services, technology, business practices or legal requirements.
The current version will be published on our website with its effective or last-updated date.
Changes will not retrospectively remove rights that have already accrued to a customer.
Where a material change affects an existing subscription, we will take reasonable steps to provide appropriate notice where required.
35. Governing Law
These Terms & Conditions are governed by the laws applicable in Victoria, Australia.
The parties submit to the jurisdiction of the courts and tribunals of Victoria and any courts having jurisdiction to hear appeals from them, subject to any rights a consumer may have under applicable Australian law.
36. Contact and Complaints
Questions, complaints or concerns regarding an order, subscription, delivery or these Terms & Conditions may be directed to:
Sanivy
Email: complaints@sanivy.com.au
Please include sufficient information for us to identify your order and investigate your enquiry.
We will endeavour to respond to complaints within a reasonable period.