Please read this policy carefully.

Subscriptions

We do not issue refunds for subscriptions as these are purchased in advance. We recommend contacting us for assistance if you experience any issues using our solution. To cancel your subscription, Contact Us

Service Payments

We do not issue refunds of payments for services provided by our Health and Wellbeing professionals. We recommend contacting us for assistance if you experience any negative services, Contact Us

Product Purchases

We offer a 30 day return on any faulty products sold through the eCare® store. To return a product, Contact Us and we will organise for its return. On return of an item, you will be refunded for the cost of purchase, via your credit card or to your bank account, according to your preference.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

• By phone number: +61 1300 550 096
• By email: support@ecare.com.au
• By visiting our Contact us web page: https://nexusecare.com/contact-us

Protecting your data

Nexus eCare® (Nexus) is committed to the security of our customers’ data and provide multiple layers of protection for the personal and service information you trust to Nexus.

You control access
As a user of the Nexus eCare® platform you have the flexibility to invite unlimited members to collaborate on the delivery of services, and the person that holds the subscription has control over who has access and what they are able to do. Our customer support staff cannot access your information unless you invite them to help. Please see our privacy policy for further information.

User authentication
We provide standard access to the Nexus software through a login and password. In addition we offer the option of using two-step authentication to provide a second level of security for your Nexus account. It means you’re also asked to enter a unique code generated by a separate authenticator app on your smartphone. We recommend you use two-step authentication as it reduces the risk of your Nexus account being accessed if your password is compromised.

Data encryption
We encrypt all data that goes between you and Nexus using industry-standard TLS (Transport Layer Security), protecting your personal and financial data. Your data is also encrypted at rest when it is stored on our servers, and encrypted when we transfer it between data centres for backup and replication.

Network protection
Nexus takes a “defence in depth” approach to protecting our systems and your data. Multiple layers of security controls protect access to and within our environment, including firewalls, intrusion protection systems and network segregation. Nexus’s security services are configured, monitored and maintained according to industry best practice. We partner with industry-leading security vendors to leverage their expertise and global threat intelligence to protect our systems.

Secure data centres
Nexus’s servers are located within enterprise-grade hosting facilities that employ robust physical security controls to prevent physical access to the servers they house. These controls include 24/7/365 monitoring and surveillance, on-site security staff and regular ongoing security audits.

Security monitoring
Nexus’s Security team continuously monitors security systems, event logs, notifications and alerts from all systems to identify and manage threats.

Always there

Nexus is there when you need it, regardless of the day or time, or where you happen to be.

Best in class availability
With a record of 97% uptime, Nexus delivers best-in-class availability. We use multiple redundancy technologies to ensure that if any component fails, Nexus will keep on running – with little or no disruption to your service.

Built to perform at scale
Nexus has been designed to grow with your business. Our high performance servers, networks and infrastructure ensure we can deliver quality service to you and our hundreds of thousands of other users.

Constant updates and innovation
We’re constantly enhancing Nexus, delivering new features and performance improvements. Updates are delivered frequently, with the majority of them being delivered without interrupting our service and disrupting users.

Your online safety

We design security into Nexus from the ground up. However, there can be risks to working and playing online. Whether you’re shopping, banking, doing your accounts, or simply checking your email, cyber criminals and scammers are always looking for ways to steal money or sensitive information.

There are precautions you can take to reduce the risks and help keep you safe from harm online. Take a few minutes to read our introduction to cloud security, and see below for information about how to identify and deal with scams and malicious ‘phishing’ emails.

Phishing and malicious emails
A phishing email is a favoured way for cyber criminals to get access to your sensitive information, such as your usernames and passwords, credit card details, bank account numbers, etc. This kind of email may look as if it has come from a trustworthy source, but will attempt to trick you into:

• Clicking on a link that will infect your computer with malicious software
• Following a link to a fake (but convincing looking) website that will steal your login details
• Opening an attachment that will infect your computer.
• Once you are hooked, the cyber criminal may be able to steal or extort money from you, or gather sensitive personal or business information that they can use for other attacks. However, you can protect yourself and your business by being aware of these scams, and by knowing what to look for that may help you identify a malicious email.
• Incorrect spelling or grammar: legitimate organisations don’t always get it 100% right, but be suspicious of emails with basic errors.
• The actual linked URL is different from the one displayed – hover your mouse over any links in an email (DON’T CLICK) to see if the actual URL is different.
• The email asks for personal information that they should already have, or information that isn’t relevant to your business with them.
• The email calls for urgent action. For example, “Your bank account will be closed if you don’t respond right away”. If you are not sure and want to check, then go directly to the bank’s website via the URL you would normally use, or phone them. Don’t click on the link in the email.
• The email says you’ve won a competition you didn’t enter, have a parcel waiting that you didn’t order, or promises huge rewards for your help. On the internet, if it sounds too good to be true then it probably isn’t true.
• There are changes to how information is usually presented, for example an email is addressed to “Dear Sirs” or “Hello” instead of to you by name, the sending email address looks different or complex, or the content is not what you would usually expect.

These are just a few of the things to watch out for. There’s a lot more information and tips available on the web. But even if there’s nothing specific you can point to, the email may just not “feel” right. Trust your instincts, and don’t get hooked.

If you suspect you’ve received a phishing or malicious email, and it says it’s from Nexus or uses Nexus’s logo, do not click on anything in the email – please report it by forwarding the email to support@ecare.com.au.

Try to avoid a phishing attack by following these rules
If you receive a suspicious email make sure you:
1. DO NOT CLICK on any link or attachment contained in the email.
2. DO NOT REPLY to the email.
3. Report the email by forwarding it to support@ecare.com.au if it is Nexus-branded.
4. Delete the email.
5. Update your anti-malware (anti-virus, anti-spyware) and run a full scan on your computer.

At Nexus eCare® (Nexus), we take privacy very seriously. We’ve updated our privacy policy (Policy) to ensure that we communicate to You, in the clearest way possible, how we treat personal information. We encourage You to read this Policy carefully. It will help You make informed decisions about sharing Your personal information with us.

The defined terms in this Policy have the same meaning as in our Terms of Use, which You should read together with this Policy. By accessing our Website and using our Service, You consent to the terms of this Policy and agree to be bound by it and our Terms of Use.

Nexus collects Your personal information

The Nexus eCare® health and wellbeing platform is simple, smart, and secure and gives organisations and care professionals real time visibility of their members / clients, the services being delivered to them and their progress and enables individuals to access their own health and wellbeing information.

The Service involves the storage of Data about both providers and individuals. That Data can include personal information. “Personal information” is information about an identifiable individual, and may include information such as the individual’s name, email address, telephone number, bank account details, taxation details, and accounting and financial information.

Nexus may collect personal information directly from You when You:

• Register to use the Service
• Use the Service
• Post to the Nexus Community forum or on our blog
• Contact the Nexus support team
• Visit our Website

You can always choose not to provide Your personal information to Nexus, but it may mean that we are unable to provide You with the Service.

Nexus may receive personal information from You about others

Through Your use of the Service, Nexus may also collect information from You about someone else. If You provide Nexus with personal information about someone else, You must ensure that You are authorised to disclose that information to Nexus and that, without Nexus taking any further steps required by applicable data protection or privacy laws, Nexus may collect, use and disclose such information for the purposes described in this Policy.

This means that You must take reasonable steps to ensure the individual concerned is aware of and/or consents to the various matters detailed in this Policy, including the fact that their personal information is being collected, the purposes for which that information is being collected, the intended recipients of that information, the individual's right to obtain access to that information, Nexus’s identity, and how to contact Nexus.

Where requested to do so by Nexus, You must also assist Nexus with any requests by the individual to access or update the personal information You have collected from them and entered into the Service.

Nexus collects, holds, and uses Your personal information for limited purposes

Nexus collects Your personal information so that we can provide You with the Service and any related services You may request. In doing so, Nexus may use the personal information we have collected from You for purposes related to the Services including to:

• Verify Your identity
• Administer the Service
• Notify You of new or changed services offered in relation to the Service
• Carry out marketing or training relating to the Service
• Assist with the resolution of technical support issues or other issues relating to the Service
• Comply with laws and regulations in applicable jurisdictions
• Communicate with You

By using the Service, You consent to Your personal information being collected, held and used in this way and for any other use You authorise. Nexus will only use Your personal information for the purposes described in this Policy or with Your express permission.

It is Your responsibility to keep Your password to the Service safe. You should notify us as soon as possible if You become aware of any misuse of Your password, and immediately change your password within the Service or via the  "Forgotten Password" process.

Nexus can aggregate Your non-personally identifiable data

By using the Service, You agree that Nexus can access, aggregate and use non-personally identifiable data Nexus has collected from You. This data will in no way identify You or any other individual.

Nexus may use this aggregated non-personally identifiable data to:

• Assist us to better understand how our customers are using the Service
• Provide our customers with further information regarding the uses and benefits of the Service
• Enhance small business productivity, including by creating useful business insights from that aggregated data and allowing You to benchmark Your business’ performance against that aggregated data
• Otherwise to improve the Service

Nexus holds your personal information on servers located in Australia

We use top tier, third party data hosting providers’ to host our Services on servers located in the Australia. If you are a non-Australia. resident, this means that your personal information will be transferred to Australia.

By entering personal information into the Services, you consent to that personal information being hosted on servers located in the Australia. While your personal information will be stored on servers located in the Australia, it will remain within Nexus’s effective control at all times. Each data hosting provider’s role is limited to providing a hosting and storage service to Nexus, and we’ve taken steps to ensure that our data hosting providers do not have access to, and use the necessary level of protection for, Your personal information. They do not control, and are not permitted to access or use your personal information, except for the limited purpose of storing the information. This means that, for the purposes of Australian privacy legislation and Australian users, Nexus does not currently “disclose” personal information to third parties located overseas.

If You do not want Your personal information to be transferred to a server located in the Australia, You should not provide Nexus with Your personal information or use the Service.

Nexus takes steps to protect your personal information

Nexus is committed to protecting the security of Your personal information and we take all reasonable precautions to protect it from unauthorised access, modification or disclosure. Your personal information is stored on secure servers that have SSL Certificates issued by leading certificate authorities Go Daddy, and all Data transferred between You and the Service is encrypted. You can find out more about our security arrangements and our data protection measures from our support team at support@ecare.com.au.

However, the Internet is not in itself a secure environment and we cannot give an absolute assurance that Your information will be secure at all times. Transmission of personal information over the Internet is at Your own risk and You should only enter, or instruct the entering of, personal information to the Service within a secure environment.

We will advise You at the first reasonable opportunity upon discovering or being advised of a security breach where Your personal information is lost, stolen, accessed, used, disclosed, copied, modified, or disposed of by any unauthorised persons or in any unauthorised manner.

Nexus only discloses Your Personal Information in limited circumstances

Nexus will only disclose the personal information You have provided to us to entities outside the Nexus group of companies if it is necessary and appropriate to facilitate the purpose for which Your personal information was collected pursuant to this Policy, including the provision of the Service.

Nexus will not otherwise disclose Your personal information to a third party unless You have provided Your express consent. However, You should be aware that Nexus may be required to disclose Your personal information without Your consent in order to comply with any court orders, subpoenas, or other legal process or investigation including by tax authorities, if such disclosure is required by law. Where possible and appropriate, we will notify You if we are required by law to disclose Your personal information.

Nexus does not store Your credit card details

If You choose to pay for the Service by credit card, Your credit card details are not stored by the Service and cannot be accessed by Nexus staff. Your credit card details are encrypted and securely stored by the National Australia Bank (NAB) to enable Nexus to automatically bill your credit card on a recurring basis.

You may request access to Your personal information

It is Your responsibility to ensure that the personal information You provide to us is accurate, complete and up-to-date. You may request access to the information we hold about You, or request that we update or correct any personal information we hold about You, by setting out Your request in writing and sending it to us at support@ecare.com.au.

Nexus will process Your request as soon as reasonably practicable, provided we are not otherwise prevented from doing so on legal grounds. If we are unable to meet Your request, we will let you know why. For example, it may be necessary for us to deny Your request if it would have an unreasonable impact on the privacy or affairs of other individuals, or if it is not reasonable and practicable for us to process Your request in the manner You have requested. In some circumstances, it may be necessary for us to seek to arrange access to Your personal information through a mutually agreed intermediary (for example, the Subscriber).

We’ll only keep Your personal information for as long as we require it for the purposes of providing You with the Service. However, we may also be required to keep some of Your personal information for specified periods of time, for example under certain laws relating to corporations, money laundering, and financial reporting legislation.

Nexus uses cookies

In providing the Service, Nexus utilises "cookies". A cookie is a small text file that is stored on Your computer for record-keeping purposes. A cookie does not identify You personally or contain any other information about You but it does identify Your computer.

We and some of our affiliates and third-party service providers may use a combination of “persistent cookies” (cookies that remain on Your hard drive for an extended period of time) and “session ID cookies” (cookies that expire when You close Your browser) on the Website to, for example, track overall site usage, and track and report on Your use and interaction with ad impressions and ad services.

You can set your browser to notify You when You receive a cookie so that You will have an opportunity to either accept or reject it in each instance. However, You should note that refusing cookies may have a negative impact on the functionality and usability of the Website.

We do not respond to or honour “Do Not Track” requests at this time.

You can opt-out of any email communications

Nexus sends billing information, product information, Service updates and Service notifications to You via email. Our emails will contain clear and obvious instructions describing how You can choose to be removed from any mailing list not essential to the Service. Nexus will remove You at Your request.

You are responsible for transfer of Your data to third-party applications

The Service may allow You, the Subscriber, or another Invited User within the relevant subscription to the Service to transfer Data, including Your personal information, electronically to and from third-party applications. Nexus has no control over, and takes no responsibility for, the privacy practices or content of these applications. You are responsible for checking the privacy policy of any such applications so that You can be informed of how they will handle personal information.

Nexus has a privacy complaints process

If You wish to complain about how we have handled Your personal information, please provide our Support team with full details of Your complaint and any supporting documentation to support@ecare.com.au.

Our Support Team will endeavour to:

• Provide an initial response to Your query or complaint within 10 business days
• Investigate and attempt to resolve Your query or complaint within 30 business days or such longer period as is necessary and notified to you by our Support Team.

This policy may be updated from time to time

Nexus reserves the right to change this Policy at any time, and any amended Policy is effective upon posting to this Website. Nexus will make every effort to communicate any significant changes to You via email or notification via the Service. Your continued use of the Service will be deemed acceptance of any amended Policy.

Last updated: August 2016

NOTICE

The Nexus eCare Web site is made up of various Web pages, applications and databases operated by Nexus Online Pvt Limited (“Nexus”). Nexus eCare is offered to you conditioned on your acceptance without modification of the terms, conditions and notices contained herein (the “Terms and Conditions”). Your use of Nexus eCare constitutes your agreement to all such Terms and Conditions.

MODIFICATION OF THESE TERMS OF USE

Nexus eCare reserves the right to change these Terms and Conditions without notice. You are responsible for regularly reviewing these Terms and Conditions, which are available from Nexus eCare. Your continued use of Nexus eCare constitutes your agreement to all such Terms and Conditions.

LINKS TO THIRD PARTY SITES

Nexus eCare may contain links controlled or offered by third parties (non-affiliates of Nexus eCare). Nexus eCare disclaims liability for any information, materials, products or services posted or offered at any of the third party sites linked from Nexus eCare. By creating a link to a third party Web site Nexus eCare does not endorse or recommend any products or services offered or information contained at such linked Web site, nor is Nexus eCare liable for any failure of any products or services offered or advertised at such linked Web site. You are responsible for viewing and abiding by the privacy statements and terms of use posted at such linked Web site. Any dealings with third parties (including advertisers) included within Nexus eCare or participation in promotions, including the delivery of and the payment for goods and services, and any other terms, conditions, warranties or representations associated with such dealings or promotions are solely between you and the advertiser or other third party. Nexus eCare shall not be responsible or liable for any part of any such dealings or promotions.

UNLAWFUL OR PROHIBITED USE

As a condition for your use of Nexus eCare, you agree that you will not use Nexus eCare for any purpose that is unlawful or prohibited by these Terms and Conditions. Nexus eCare is not intended for distribution to, or use by, any person or entity in any jurisdiction or country where such distribution or use would be contrary to local law or regulation. You may not use Nexus eCare in any manner which could damage, disable, overburden or impair Nexus eCare, the networks connected to Nexus eCare, or interfere with any other party’s use of Nexus eCare. You may not attempt to gain unauthorised access to Nexus eCare, other accounts, computer systems or networks connected to Nexus eCare by any means, including without limitation, hacking or password mining. You may not obtain or attempt to obtain any materials or information, including without limitation, any client information, through any means not intentionally made available through Nexus eCare.

RIGHT TO USE INFORMATION PROVIDED

Nexus eCare reserves the right to use the information provided by you, within the registration process and also the updating of organisational details for the operation of Nexus eCare. Your information will not be sold or given to any third parties or used for marketing purposes.

USE OF COMMUNICATION SERVICES.

Nexus eCare enables agencies to make and receive referrals with other agencies using multiple communication protocols, including web, email, short message service (SMS) and facsimile (fax). Nexus eCare may also contain bulletin board services, chat groups, forums or other communication facilities designed to enable you to communicate with others. These are collectively called the “Communication Services”. You agree to use the Communication Services only to post, send and receive referrals, messages and material that are proper and, when applicable, related to the Communication Service. You may not use the Communication Service to defame, abuse, harass, threaten or otherwise violate the legal rights of others. You may not use the Communication Service to publish, distribute or disseminate any inappropriate, profane, discriminatory, obscene, defamatory, indecent or unlawful topic, message, material or information, or to advertise or offer to sell or buy any goods or services. Nexus eCare has no obligation to monitor the Communication Service, however Nexus eCare reserves the right to review materials posted to the Communication Service and to remove any materials in its sole discretion. Nexus eCare reserves the right to terminate your access to the Communication Service at any time, without notice, for any reason whatsoever.

MATERIALS PROVIDED TO Nexus eCare

Nexus eCare does not claim ownership of any materials you provide to Nexus eCare (including client data, system information, feedback and suggestions) or post, upload, input, provide or submit to Nexus eCare for review by any other users of Nexus eCare. However, by posting, uploading, inputting, providing or submitting your materials you are granting Nexus eCare and its agents permission to use your materials in connection with Nexus eCare operation of Nexus eCare.

NO RIGHT TO REDISTRIBUTE WEB SITE MATERIALS

You agree that you will not redistribute, copy, amend, or commercially exploit any materials found on Nexus eCare without Nexus eCare express written permission, which permission may be withheld in Nexus eCare sole discretion.

PRODUCTS AND TOOLS

For your convenience, Nexus eCare may make available on Nexus eCare products, tools and utilities for use and/or download (the "Tools"). Nexus eCare does not make any assurances with regard to the accuracy of the results or output that derives from such use of any such Tools. The Tools are copyrighted works of Nexus eCare and/or its suppliers, and are protected by copyright law and international treaty provisions. If a Tool is accompanied by an end user license agreement, your use of that Tool is governed by the terms of such end user license agreement, and you must agree to the terms and conditions of such end user license agreement in order to install such Tool. If a Tool is not accompanied by a license agreement, Nexus eCare hereby grants to you a revocable, personal, non-transferable license to use such Tool in accordance with these Terms of Use and for no other purpose. Without limiting the foregoing, any reproduction, redistribution, reverse engineering or decompilation of Nexus eCare or the Tools is expressly prohibited by law, unless such action is expressly permitted by the accompanying license agreement, and may result in severe civil and criminal penalties. You agree not to redistribute the Tools, nor to export or re-export the Tools, directly or indirectly, to any countries that are subject to Australia export restrictions. You may not use the Tools to defame, abuse, harass, threaten or otherwise violate the legal rights of others. You may not use the Tools in association with the sale of any service or product which is discriminatory, obscene, defamatory, indecent or unlawful, or which in the reasonable opinion of Nexus eCare, would reflect negatively upon the reputation of Nexus eCare or the Tools.

LIABILITY DISCLAIMER

The tools, web site and any content or software contained therein or accessible the reform, are provided “as is”. Except to the extent required by applicable law, Nexus eCare makes no warranties or representations of any kind regarding: (a) the up-to-dateness, accuracy, timeliness or completeness of any information contained within or available through the use of the tools or web site; (b) the results obtained from the use of the tools or web site; and (c) any information provided by third parties and accessible on or through the use of the tools or web site. Except to the extent required by applicable law, Nexus eCare: (a) disclaims any express or implied warranties and conditions, including without limitation, any warranties as to non-infringement, merchantability or fitness for a particular purpose; and (b) does not warrant that the tools or web site or any content therein will be uninterrupted or error free, or that defects will be corrected. The use of the tools and web site is at your own risk, and you assume full responsibility and risk of loss you may suffer as a result of using, or accessing the tools or web site, or downloading any content thereon. Except to the extent that liability under any applicable law or regulation cannot be excluded: (a) Nexus eCare is not liable for loss or damage of any kind whatsoever arising as a result of information or prices (including without limitation currency exchange information) published on or furnished through the tools or web site, or any errors or omissions of the tools or web site; (b) Nexus eCare shall have no liability arising from orders, investment decisions or purchases of third party goods or services (including financial instruments and currency) based on information published on or furnished through the tools or web site; and (c) under no circumstances shall Nexus eCare or its officers, directors, employees, agents, vendors, suppliers or distributors be liable under this agreement to you or any third party for any indirect, special, incidental, punitive or consequential loss or damages or any other similar damages under any theory of liability (whether in contract, tort, strict liability or any other theory), that are directly or indirectly attributable to the use of, or the inability to use, the tools, web site, or any content contained thereon, even if Nexus eCare has been informed of the possibility thereof. If you are dissatisfied with any tools, or any portion of Nexus eCare, or with any of these terms of use, your sole and exclusive remedy is to discontinue use of the tools and web site.

INDEMNITY

You agree to indemnify and hold Nexus eCare, its parent, subsidiaries, affiliates, directors, officers and employees, harmless from any claim, demand, or damage, including reasonable attorneys’ fees, asserted by any third party or arising out of your use of, or conduct on, Nexus eCare.

COPYRIGHT

Nexus eCare and Tools are protected by copyright law and international treaty provisions and may not be copied or imitated in whole or in part. No logo, trademark, graphic or image from Nexus eCare Nexus eCare may be copied or retransmitted without the express written permission of Nexus eCare. Nexus eCare and all associated logos are trademarks or registered trademarks of Nexus eCare and may not be copied or transmitted without the express written permission of Nexus eCare.

GENERAL

Your use of Nexus eCare shall be governed by all applicable laws of Australia and the laws of the State of South Australia. Certain sections or pages of Nexus eCare may contain separate terms or conditions. In the event of a conflict, the additional terms and conditions will govern for those sections or pages. Your agree that your use of Nexus eCare will not create any joint venture, partnership, employment or agency relationship between you and Nexus eCare. If any part of these Terms of Use is determined to be invalid or unenforceable pursuant to applicable law including but not limited to the warranty disclaimers and liability limitations set forth above, then the invalid or unenforceable provision will be deemed superseded by a valid and enforceable provision that most closely matches the intent of the original provision and the remainder of these Terms and Conditions shall continue in effect.