1. About these Terms
These Terms govern your use of the HappyWink website and platform as a person seeking care or support, or someone assisting them. “You” means the person using the platform or submitting a request; “provider” means an independent organisation or person offering care or support services. These Terms do not govern provider subscriptions or replace a service agreement you enter into with a provider.
2. Eligibility and requests for someone else
The person submitting a request or opening a care-seeker account must be at least 18 and have legal capacity to accept these Terms. If you act for someone else, you must have appropriate permission or authority, respect their wishes and act within that authority. For a child, the requester must be their parent, legal guardian or another appropriately authorised person.
3. Our role and emergency situations
HappyWink is a care-matching and connection platform. Unless expressly agreed otherwise, we do not deliver, employ workers for, supervise or manage the underlying service, and we are not a party to a provider’s service agreement. Matching is not a clinical assessment or a promise of availability or suitability. HappyWink is not an emergency service: call 000 for immediate danger or an emergency.
4. Guest requests and optional accounts
You may submit an initial care request without a full account. If you create an account, provide accurate contact details, protect login credentials and tell us about suspected unauthorised access. Do not impersonate another person or share an account in a way that misrepresents who is using it.
5. Submitting and updating a care request
Provide information accurate to the best of your knowledge and relevant to the care sought. An initial request does not require a full residential address or detailed medical records. Include sensitive information only where needed and where you have required consent or lawful authority. A submitted request is an invitation for providers to respond, not a booking, funding approval or care contract.
6. Matching and provider contact
Eligible providers initially see a limited summary of the requested service, general location and funding or plan-management type. With required consent, up to five matched providers may access relevant contact and request information and contact you by phone, email or SMS. Provider payment or use of HappyWink Coins gives an opportunity to contact you; it does not require you to engage them or endorse their services. A request does not promise a match or response within a particular time.
7. Closing requests and further sharing
If you no longer want new provider responses, close the request through available controls or the contact details below. Once closed, no new provider may access it. Earlier disclosures cannot be undone, and closure does not automatically delete records or cancel a separate provider appointment or agreement.
8. Provider information and verification
HappyWink verifies a provider’s ABN and, where applicable, claimed registration status. Verification is not an assessment of every worker, insurance policy or service, or a guarantee of quality or suitability. Providers remain responsible for their service information and legal requirements. Before agreeing to care, discuss needs, experience, availability, registration and funding requirements with the provider.
9. Choosing a provider and arranging services
You decide whether to respond to, compare or engage a provider. The care recipient or authorised representative and provider should agree on services, worker arrangements, start date, location, charges, funding and cancellation terms. Care delivery, scheduling, conduct and invoices are generally managed under that separate arrangement.
10. Platform fees and provider charges
Any HappyWink charge must be clearly disclosed, including taxes and relevant payment, renewal and cancellation conditions, before you agree. Posting a request does not authorise an undisclosed charge. Provider service charges are separate: discuss rates, funding limits, out-of-pocket costs, travel charges and cancellation fees before agreeing to services.
11. Privacy and sensitive information
Our Privacy Policy and Care Request Privacy & Consent notice explain collection, use, provider sharing, overseas handling, retention, access, correction and complaints. Acceptance of these Terms is not blanket consent to unrelated uses of information. Creating a full profile does not automatically disclose its residential address to providers accessing a request.
12. Communications and marketing
We may send service, request, account and security communications needed to operate the platform. Marketing consent is optional and separate; you may unsubscribe without losing the ability to submit a request. Care-request sharing and HappyWink marketing consent do not authorise providers to send unrelated promotional messages.
13. Acceptable use and respectful conduct
Use the platform lawfully and respectfully. Do not knowingly submit false or fraudulent requests, impersonate another person, misuse funding information, harass, threaten, discriminate, collect personal information without authority, interfere with security, upload malicious material or improperly access restricted data.
14. Your content and platform materials
You retain ownership of content you submit and give HappyWink limited permission to host, copy, process and communicate it to operate the platform and handle your request. You must have the authority needed to submit it. Our website materials, branding and software belong to us or our licensors and may be used only for your personal care search.
15. Availability and changes to features
We take reasonable steps to operate the platform reliably, but maintenance, technical faults and events outside our control may affect access. We may update features for operation, legal, security or safety reasons. For a material reduction to an existing service, we will provide reasonable notice where practicable and explain available alternatives or remedies.
16. Restricting or suspending access
We may restrict a request, remove content or suspend access where we reasonably believe there is a material breach, fraud, unlawful activity, a credible safety risk, compromised security or a legal requirement. Restrictions must be proportionate. Where practicable, we will explain the reason, allow a reasonable response or correction, and provide a review route.
17. Ending your use of HappyWink
You may stop using the platform, close a request or ask us to close your account through the contact details below. Ending use does not create a penalty merely for leaving. Closure may not require immediate deletion of all records, and it does not end a separate provider arrangement.
18. Consumer rights and responsibility for loss
Nothing in these Terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including applicable Australian Consumer Law guarantees. Providers are responsible for their own care or support services; HappyWink is responsible for its platform services, statements and conduct. These Terms do not impose a blanket waiver of liability.
19. Complaints and safety concerns
Raise a platform issue, inappropriate provider contact, inaccurate information or safety concern through the contact details below. We aim to respond within 30 days and will explain delays. You may also use a provider’s complaint process or relevant regulator and do not need to complete our process before seeking external help. Call 000 for an emergency or immediate danger.
20. Changes to these Terms
We may update these Terms for reasonable changes to the platform, law or operating arrangements. Changes apply prospectively and do not remove rights, remedies or claims already arising. For material changes, we will give reasonable advance notice and seek renewed acceptance where required.
21. Governing law and general provisions
These Terms are governed by applicable Australian and state or territory laws. Mandatory protections remain available, including any right to bring a claim in another court or tribunal where applicable law permits. If a provision is unenforceable, it is ineffective only to that extent and the remainder continues where it can operate independently.
22. Contact HappyWink
HappyWink
ABN: 87 661 137 104
Support, complaints and privacy: hello@happywink.com.au