Terms of Service

1. About Support Link Tech

Support Link Tech (“we”, “us”, “our”) is an assistive technology provider located at 11 Snowsill Ct, Point Cook VIC 3030. We provide assistive technology products, equipment hire, repair and maintenance services, and NDIS support to participants across Victoria.

By using our website or engaging our services, you agree to these Terms of Service. If you do not agree with any part of these terms, please do not use our website or services.

2. Our Services

We offer the following services:

• Supply and delivery of assistive technology and mobility equipment
• Assessment, fitting and customisation of mobility aids
• Equipment repair, servicing and maintenance
• Short-term and long-term equipment hire and rental
• Training on equipment use and safety
• NDIS-funded support coordination for assistive technology

All services are provided in accordance with the NDIS Act 2013, the NDIS Code of Conduct, the NDIS Practice Standards, and the Australian Consumer Law.

3. NDIS Participants

For NDIS participants, the following additional terms apply:

• All pricing complies with the current NDIS Pricing Arrangements and Price Limits.
• A Service Agreement will be provided before services commence, outlining the supports to be delivered, pricing, and responsibilities of both parties.
• We accept NDIA-managed, plan-managed, and self-managed funding arrangements.
• Equipment requiring NDIS approval (items exceeding $1,500) will not be ordered until written approval has been received from the NDIA or your plan manager.
• Participants may terminate any service agreement at any time without penalty.

4. Pricing & Payment

A written quote will be provided before any work commences. The quote will detail the products or services, pricing, and expected delivery timeframes. Prices are inclusive of GST unless otherwise stated.

Invoices are issued upon completion of services or delivery of equipment. We accept payment via bank transfer, EFTPOS, and NDIS portal claims.

5. Equipment Warranty & Consumer Guarantees

All equipment supplied by Support Link Tech comes with the manufacturer's warranty. In addition, your rights under the Australian Consumer Law are not affected by these terms.

Under the Australian Consumer Law, products we supply must:

• Be of acceptable quality (safe, durable, free from defects)
• Be fit for purpose, including any purpose made known by you
• Match any description provided
• Match any sample or demonstration model

Warranty does not cover damage caused by misuse, unauthorised modifications, accidental damage, or normal wear and tear. If equipment develops a fault that may be covered by warranty, please contact us and we will arrange an assessment, repair, or replacement.

Consumer guarantee rights apply even after the manufacturer's warranty period has expired. These rights cannot be excluded, restricted or modified.

6. Equipment Hire Terms

• Hire equipment remains the property of Support Link Tech at all times.
• You are responsible for the reasonable care and safe use of hired equipment during the hire period.
• Equipment must be returned in the same condition as received, allowing for normal wear and tear.
• Loss, theft, or damage beyond normal wear and tear may incur replacement or repair costs.
• Hire periods and rates will be confirmed in writing before delivery.
• Hire costs may be claimed through your NDIS plan under Consumables or Assistive Technology budgets, subject to plan approval.

7. Repair & Maintenance Services

All repairs are quoted before work begins. For repairs exceeding $1,500, NDIA approval is required before we can proceed. We endeavour to provide timely turnaround on all repairs and will communicate any delays.

Repairs covered under manufacturer or supplier warranties must be taken up through the warranty process and are not considered “reasonable and necessary” NDIS supports.

8. Cancellation & Termination

• Either party may terminate a service agreement by providing 14 days written notice.
• Participants may end a service agreement at any time without penalty or cost.
• We will not charge cancellation fees for services not yet delivered.
• In the event of an emergency or safety concern, services may be suspended immediately by either party.

9. Feedback & Complaints

We welcome feedback about our services. If you have a complaint, you may:

• Speak directly with any member of our team
• Email us at admin@supportlinktech.com.au
• Call us on 0420 418 888
• Download and complete our Feedback & Complaints Form

We will acknowledge complaints within 2 business days and provide an initial response within 7 days. If you are not satisfied with our response, you may contact the NDIS Quality and Safeguards Commission on 1800 035 544.

10. Limitation of Liability

To the maximum extent permitted by law, Support Link Tech's liability is limited to the value of the services or products provided. Nothing in these terms excludes, restricts or modifies consumer guarantee rights under the Australian Consumer Law.

11. Website Use

The content on this website is provided for general information purposes only. While we endeavour to keep the information current and accurate, we do not guarantee the completeness, reliability or availability of the website or the information contained on it. Product images are illustrative and may differ from the actual product.

12. Governing Law

These terms are governed by the laws of the State of Victoria, Australia. Both parties agree to resolve disputes through discussion and, if necessary, through the NDIS Quality and Safeguards Commission or the Victorian Civil and Administrative Tribunal (VCAT).

13. Changes to These Terms

We may update these Terms of Service from time to time. Changes will be posted on this page with an updated revision date. Continued use of our website or services after changes are posted constitutes acceptance of the revised terms.