Terms of Service.

1. About Sanivy

These Terms apply to products and services supplied by Sanivy Co. Pty Ltd (ABN 52 688 597 766), Suite 256, Level 2 UL40, 1341 Dandenong Road, Chadstone VIC 3148, Australia. Email: info@sanivy.com.au · Phone: (03) 9564 8580.

By placing an order or starting a subscription, you agree to the terms presented to you before checkout.

Nothing in these Terms excludes, restricts or modifies rights that cannot lawfully be excluded, including rights under Australian Consumer Law.

2. The Sanivy service

Sanivy supplies continence and related personal-care products through recurring 28-day supply plans.

Standard Sanivy plans include:

Independent

For customers who primarily manage their own continence care. Independent plans primarily organise pull-ups around typical reported daily usage.

Supported

For care situations where another person routinely assists with or performs continence changes. Supported plans may include briefs, underpads, wipes, gloves, cleanser and barrier cream organised around typical reported supported-change frequency.

Custom Supply

Where standard plans are not suitable, Sanivy may review a custom supply request before pricing and subscription activation are confirmed.

Sanivy does not provide medical diagnosis, clinical assessment or individual clinical treatment through its standard product subscription service.

3. Plan Finder and supply guidance

The Sanivy Plan Finder uses information supplied by the customer, including:

• how continence care is managed
• reported daily usage
• product-size preferences

to suggest a starting supply option.

Plan Finder results are supply guidance only.

They are not:

• a diagnosis
• medical advice
• a continence assessment
• clinical treatment advice

Customers remain responsible for checking that the products and sizes selected are appropriate for the intended person.

If there is pain, significant skin damage, bleeding, fever, a sudden change in continence or another health concern, seek advice from an appropriately qualified health professional.

4. Recurring 28-day subscriptions

Sanivy subscriptions operate on a 28-day cycle.

A 28-day cycle is not the same as a calendar month.

There are approximately 13 28-day cycles in a year.

Unless checkout states otherwise, a recurring subscription continues every 28 days until cancelled.

Before checkout, Sanivy or its checkout provider will display relevant information including:

• subscription selected
• subscription price
• recurring frequency
• product configuration
• available sizes
• delivery charge where available
• recurring-payment information

5. Automatic recurring payments

For direct-payment subscriptions, you authorise the payment provider to charge the payment method provided for each recurring 28-day supply.

The recurring amount may include: subscription price + applicable delivery + applicable taxes or charges disclosed before purchase.

Customers are responsible for keeping payment information current.

If a recurring payment fails, Sanivy or its payment provider may:

• attempt payment again
• contact the customer
• pause fulfilment
• suspend future supply until payment is resolved

Sanivy will not knowingly dispatch an unpaid direct-payment subscription where successful payment is required before fulfilment.

6. Prices

Prices displayed to Australian consumers are in Australian dollars.

Where required, GST is included in displayed consumer prices.

Delivery is charged separately unless Sanivy expressly states otherwise.

If there is a clear and obvious pricing error, Sanivy may contact the customer before accepting or fulfilling the affected order.

7. Delivery charges

Delivery is not included in the standard Sanivy 28-day subscription price unless expressly stated otherwise.

Delivery charges may depend on:

• delivery destination
• metropolitan, regional or remote location
• parcel dimensions
• parcel weight
• number of cartons
• applicable delivery-provider rates

The available delivery charge is displayed at checkout.

For recurring subscriptions, delivery may also be charged on future 28-day shipments.

Where practicable, customers should be informed before a material recurring-delivery price change applies.

8. New customer introductory offer

Sanivy may offer eligible new customers:

“Your first 28-day supply is on us.”

Where the promotion applies:

• the eligible first product supply is charged at no product cost
• delivery remains payable
• the subscription subsequently renews every 28 days at the standard plan price
• the standard flexible subscription does not require a mandatory 12-cycle commitment
• there is no general early termination fee
• cancelling later does not automatically make the complimentary supply retrospectively payable

The offer may be limited to eligible standard subscriptions.

Custom supply and funded purchasing arrangements may require Sanivy to confirm promotional eligibility before activation.

Sanivy may reasonably limit repeated use of an introductory promotion.

The promotion is a commercial offer from Sanivy and is separate from eligibility under any government funding scheme.

See Promotional Terms →

9. Cancelling your subscription

Customers may cancel a direct-payment subscription before a future renewal in accordance with the cancellation method made available by Sanivy or its subscription platform.

The standard flexible Sanivy subscription described in these Terms does not have a general early-cancellation fee.

Cancellation stops future subscription renewals after the effective cancellation date.

If an order has already been charged, packed or dispatched when a cancellation request is received, Sanivy may be unable to stop that particular supply.

Any return relating to an already dispatched supply is subject to:

Sanivy Returns & Refunds Policy and applicable Australian Consumer Law.

10. Changing or pausing a subscription

Where available, customers may request changes including:

• product size
• glove size
• subscription tier
• delivery address
• temporary pause

A size change within the same plan will not ordinarily change the plan price, although availability and fulfilment timing may vary.

Changing subscription tier may change:

• price
• product quantities
• supply configuration

Changes must be requested before the affected recurring order has been processed where possible.

Sanivy will confirm material changes before they apply.

11. Future price changes

Sanivy may update future subscription pricing.

A future price change does not retrospectively alter an order that has already been completed.

Where a material price increase affects an existing recurring subscription, Sanivy should provide reasonable advance notice before the new price takes effect.

Where appropriate, customers should have a reasonable opportunity to cancel before the increased price applies.

12. Product availability and substitutions

Products, packaging and stock availability may change.

Sanivy will not knowingly substitute a materially different product without appropriate notice or agreement where the substitution changes what the customer is receiving in a meaningful way.

If Sanivy cannot supply an important part of a confirmed supply, Sanivy may:

• contact the customer to agree on an alternative
• delay the affected order with agreement
• provide an appropriate credit or refund
• cancel the affected order

13. Product information

Sanivy makes reasonable efforts to keep product information accurate.

This includes information about:

• pack quantities
• dimensions
• product descriptions
• size guidance
• product specifications

Product packaging may change from time to time.

Minor packaging changes do not necessarily mean the underlying product has changed.

Material specification changes should be reflected on the website when reasonably practicable.

14. Sizing information

Sanivy sizing information is intended to assist product selection.

Where fitting guidance is described as approximate or provisional, it should be treated accordingly.

Selecting a size that later proves unsuitable does not necessarily mean that the product is faulty.

Where applicable, unopened goods may qualify for a change-of-mind exchange under the Returns & Refunds Policy.

15. Order acceptance

Submitting payment details or an order request does not necessarily mean that Sanivy has accepted the order.

A direct-payment order will generally be accepted when it is confirmed through the relevant checkout/order system.

Sanivy may decline or review an order for legitimate reasons including:

• payment failure
• suspected fraud
• product unavailability
• clear pricing error
• inability to deliver
• unlawful use
• repeated promotional abuse
• inability to confirm an applicable funded purchasing arrangement

16. Delivery

Customers are responsible for providing an accurate and accessible delivery address.

Delivery estimates are estimates unless expressly stated otherwise.

Circumstances outside Sanivy's reasonable control may affect delivery timing.

Tracking is provided where available.

Contact Sanivy if an order appears to be:

• missing
• damaged
• incomplete
• incorrectly delivered

17. Ordering or referring on behalf of another person

A provider, family member, coordinator or representative submitting another person's information must have appropriate authority to do so.

Only information reasonably necessary to organise the supply should be provided.

Do not enter unnecessary:

• diagnoses
• detailed medical history
• medical records
• NDIS numbers
• health records
• other sensitive information

into general free-text fields unless Sanivy specifically requests it through an appropriate process.

Privacy Policy →

18. NDIS purchasing arrangements

Sanivy provides purchasing pathways for customers who may intend to use NDIS funding.

Whether a purchase can be funded depends on factors including:

• the participant’s individual plan
• plan management type
• available funding
• applicable NDIS requirements

Sanivy does not guarantee that a particular product or subscription will be funded, claimable or approved.

Sanivy may offer different operational pathways.

Self-Managed

Where appropriate, a self-managed customer may proceed to checkout and pay directly.

Plan-Managed

Sanivy may require plan-manager and payer details before establishing the purchasing arrangement.

NDIA-Managed / Not Sure

Sanivy may require manual review before an order or recurring arrangement is activated.

Submitting an NDIS order request does not itself:

• activate a subscription
• guarantee funding
• guarantee payment by the NDIS or a plan manager

19. Support at Home purchasing arrangements

Where Support at Home funding or provider payment is proposed, Sanivy may require confirmation from the relevant provider before establishing recurring supply.

Submitting a Support at Home request:

• does not guarantee funding
• does not mean the provider has agreed to pay
• does not automatically activate a subscription

Purchasing and payment arrangements remain subject to confirmation between the relevant parties.

20. Provider and plan-manager invoices

Where Sanivy agrees to invoice:

• a provider
• a plan manager
• an organisation
• another approved third-party payer

the payment terms confirmed for that arrangement apply.

The person making the request must provide accurate payer information and have appropriate authority to nominate that payer.

If a nominated third party declines or cannot make payment, Sanivy may contact the relevant parties before further fulfilment.

21. Returns, exchanges and refunds

Returns, exchanges and refunds are governed by:

Sanivy Returns & Refunds Policy and applicable Australian Consumer Law.

Read the Returns & Refunds Policy →

22. Privacy

Sanivy handles personal information in accordance with its Privacy Policy.

Sanivy may use service providers necessary to operate the business, including providers involved in:

• website hosting
• checkout
• payment processing
• subscription management
• warehousing
• delivery
• transactional communications
• approved operational systems

Sanivy should collect only information reasonably necessary for the relevant business function.

Privacy Policy →

23. Website and account security

Where customer accounts are available, users are responsible for keeping their access credentials secure.

Notify Sanivy if you reasonably believe your account has been accessed without authority.

Customers must not:

• interfere with website security
• attempt unauthorised access
• introduce malicious software
• misuse another person's account
• automate abusive purchasing activity
• misuse promotions
• use the Sanivy website unlawfully

24. Intellectual property

Unless otherwise stated, the Sanivy website, brand elements, written content, Plan Finder content, graphics and related materials are owned by or licensed to Sanivy.

Customers may use the website for ordinary personal and legitimate business purchasing purposes.

Sanivy content must not be commercially reproduced without permission except where permitted by law.

25. Liability

Nothing in these Terms excludes liability that cannot lawfully be excluded.

To the extent permitted by law, Sanivy is not responsible for loss caused solely by circumstances outside its reasonable control or by misuse of products contrary to supplied instructions.

Sanivy does not seek to exclude liability where doing so would conflict with rights available under Australian Consumer Law.

26. Changes to these Terms

Sanivy may update these Terms prospectively.

Changes do not retrospectively rewrite completed purchases.

Where a material change affects an existing recurring subscription, Sanivy should provide reasonable notice where appropriate.

The current version number and effective date should remain visible on this page.

27. Complaints and disputes

If you have a concern about a Sanivy order, product or subscription, please contact us so we can attempt to resolve it.

Email: info@sanivy.com.au

Phone: (03) 9564 8580

Nothing in these Terms prevents a customer from exercising rights available under Australian law.

Contact Sanivy →

28. Governing law

These Terms are governed by the laws applicable in Victoria, Australia, subject to any mandatory rights available to consumers under Australian law.