WE FEED YOU PTY LTD - SERVICE AGREEMENT

NDIS | Commonwealth Home Support Program (CHSP) | Support at Home (SaH)

This Agreement is subject to all policies at www.wefeedyou.com.au, including our Terms & Conditions, Delivery Terms and Conditions, Privacy Policy and Refund Policy. These may change at any time. We recommend subscribing to We Feed You newsletters to stay informed of updates, including new meals, delivery changes, price adjustments, changes to service areas,  closure periods and other important updates.

1. Parties to the Agreement

This Service Agreement ("Agreement") is made between:

WE FEED YOU PTY LTD (ABN 84 614 310 100), trading as We Feed You ("Provider"),

and The Participant (as identified on Page 1) ("Participant"). Together, "the Parties".

1.1 Representation and Capacity

By creating an account and/or requesting our services, the Participant confirms they have the capacity to enter into this Agreement. If a guardian/representative is acting on behalf of the Participant, they confirm they have legal authority to do so and have declared this authority (Power of Attorney, Guardian/Support Person authorization, or NDIS Plan Manager designation).

2. Purpose of Agreement

The Participant has indicated they receive services under the NDIS, Commonwealth Home Support Program (CHSP) or Support at Home (SaH) and are seeking meal preparation and delivery supports from We Feed You.

This Agreement outlines:

·       the supports We Feed You will provide

·       responsibilities of both Parties

·       service limitations and safety requirements

Although funding may be provided by the Australian Government (NDIS, CHSP, or Support at Home), the content of this Agreement does not represent the views or policies of the Australian Government. We Feed You is not responsible for disputes between the Participant and their Plan Manager, Aged Care Provider, or funding body.

3. Term of Agreement

This Agreement applies for the duration of the Participant's current plan or funding period, or until terminated by either party in writing.

Termination:

·       Either party may terminate this Agreement with 5 business days' written notice

·       The Provider may terminate immediately if the Participant engages in unsafe, abusive or unreasonable behaviour

·       Termination does not override financial obligations for meals already delivered or dispatched

A new Agreement or written confirmation will be required when:

·       A plan is renewed or extended

·       Funding circumstances change materially

·       Service area or delivery capacity changes

·       More than 12 months has elapsed since the last agreement date

 

4. Schedule of Supports

We Feed You will provide meals and food items available at www.wefeedyou.com.au, subject to the following:

Pricing & Payments

·       Prices vary by meal type, ingredients, and quantity

·       Delivery fees will be charged to the provider

·       Additional charges may apply for remote or out-of-zone locations

·       The Participant must pay their 30% co-payment before meals are dispatched

·       All prices include GST

·       The Participant is responsible for ensuring their plan includes funding for meal preparation/delivery and that they have confirmed their available funding balance before ordering

Ordering

·       Orders may be placed online or via phone (Mon–Fri, 9am–4pm)

·       Delivery days and time windows vary by region

·       Subscriptions are not available

Delivery

·       Deliveries are completed by a third-party national cold-chain provider

·       Drivers are not required to enter buildings, lifts, stairwells, or private residences and may decline entry for safety reasons.

·       Orders will be left in the most visible safe location at the delivery address

·       The Provider is not responsible for stolen or misplaced orders once delivered

·       The Participant must collect their order immediately upon delivery notification

Service Disruptions & Force Majeure

We Feed You may suspend or delay services due to extreme weather, natural disasters, delivery network failures, food safety incidents, product recalls, or unforeseen circumstances beyond our control. In such cases, We Feed You will notify Participants via email/SMS as soon as possible, provide an estimated timeframe for resumption, offer alternatives (e.g., rescheduled delivery, meal options), and apply credit for missed deliveries where appropriate.

4.5 Dietary Requirements & Allergies

By placing an order, the Participant confirms they will choose meals suitable for their dietary restrictions, allergies, medical dietary needs, cultural or religious requirements. This is not WFY’s responsibility. The Participant understands:

·       We Feed You does not provide nutrition advice and meal selection is the Participant's responsibility

·       They will check each meal is suitable BEFORE ordering and BEFORE consumption.

 

4.6 Meal Storage & Handling

The Participant has agreed to:

·       Store meals at -18°C or below for frozen meals

·       Use meals within 3 months of delivery if frozen

·       Follow thaw/reheating instructions provided on packaging

·       Report any damaged or contaminated meals within 24 hours with photos

 

5. Provider Responsibilities

The Provider agrees to:

·       Not provide nutrition, health, or medical dietary advice. (Participants should consult their doctor, dietitian, or Support Coordinator if they have specific dietary or health concerns.)

·       Provide meals while the Participant's plan includes meal preparation and delivery

·       Allow Participants to start or stop ordering at any time

·       Employ trained staff and comply with all relevant laws and food safety standards

·       Maintain current Product Liability Insurance and Food Safety Certification

·       Label meals clearly with ingredients and nutrition information

·       Communicate respectfully, honestly and in a timely manner

·       Maintain accurate records and provide receipts via email

·       Protect privacy; essential information (name, address, phone, delivery instructions) will be shared with the delivery partner and NDIS/Aged Care regulators as required by law

·       Provide reasonable notice of service disruptions where possible

·       Manage incidents according to required procedures and report serious incidents to the NDIS Quality and Safeguards Commission within 24 hours as required

·       Communicate via phone, email or SMS (mobile number required for delivery texts)

·       Maintain a Whistleblower Protection Policy and comply with mandatory reporting to NDIS or Aged Care regulators

·       Listen to Participant feedback and resolve issues

·       Encourage constructive feedback and seek advice from the NDIS/Aged Care Quality & Safeguards Commissions if required

 

6. Participant Responsibilities

By using We Feed You services, the Participant has agreed to:

Meal Selection & Safety

·       Select meals suitable for their dietary, medical, cultural and allergy needs

·       Understand that We Feed You does not provide nutrition or dietetic advice, and does not choose meals for Participants

·       Check each meal for suitability at the time of consumption, including if an incorrect meal is delivered

Ordering & Delivery

·       Provide accurate delivery details and understand delivery limitations including closure periods

·       Ensure pets are secured during delivery

·       Provide a mobile phone number for SMS delivery updates

·       Not request or allow drivers to enter their home

·       Understand there may be limitations to deliveries and if you live in an apartment you will discuss this with WFY before ordering to see if the delivery can take place. Drivers may not enter apartment complexes, stairwells or lifts.

·       Report delivery issues on the day of delivery, including photos, batch numbers and details

Financial Responsibilities

·       Ensure sufficient funds are available for claiming through their plan

·       Notify the Provider of any changes to plan status, address, or circumstances within 7 days in writing

·       Repay outstanding invoices resulting from lapsed funding or continued ordering without an active plan

·       Confirm available funding balance before ordering

Changes to Circumstances

The Participant will notify We Feed You IN WRITING within 7 days of any changes to:

·       Address or delivery location

·       Plan status or funding changes (reduced, paused, or terminated)

·       Contact details

·       Support person/representative

Conduct

·       Treat Provider staff respectfully

·       Understand services may be withdrawn if unsafe, abusive or unreasonable behaviour occurs

 

7. Right to Complain

Participants have the right to make a complaint about any aspect of We Feed You's services at any time.

Complaints may be submitted via:

The Complaints Form on the We Feed You website

Email to team@wefeedyou.com.au

Phone contact 1300 853 239

If concerns are not resolved, Participants may escalate their complaint to:

NDIS Quality and Safeguards Commission

Aged Care Quality and Safety Commission

All complaints will be managed respectfully, promptly and in accordance with regulatory requirements.

8. Changes, Cancellations & Refunds

Requests to change or cancel an order must be made in writing (email or phone) to team@wefeedyou.com.au or 1300 853 239.

A minimum of 5 business days' notice is required before the scheduled delivery date. Notice must be provided during business hours (Mon-Fri, 9am-4pm) via email or phone. Cancellation is effective when acknowledged by We Feed You.

If meals have already been prepared or dispatched, the Participant will be charged in full.

Excessive cancellations or complaint patterns may prompt the Provider to review the suitability of services and/or cancel the Agreement with 5 business days' notice.

9. Additional Legal Protections

To protect both parties:

·       The Provider is not liable for health impacts, allergic reactions or adverse outcomes resulting from meals chosen by the Participant or consumed without proper checks

·       The Provider is not liable for delivery delays or failures caused by weather, traffic, unsafe environments, or inaccessible locations. Suitable communication will be provided

·       The Provider is not responsible for meals that are stolen, spoiled or damaged after successful delivery confirmation

·       The Provider cannot customise or modify meals for individual dietary or texture requirements. Participants must select from available meal options. If a Participant's medical or dietary needs require customisation, they should consult their doctor or dietitian and discuss with their Support Coordinator or Plan Manager. If We Feed You's standard menu is not suitable, the Participant may choose to cease using this service

Limitations of Liability

To the extent permitted by law, the Provider's total liability for any claim arising from this Agreement is limited to the total fees paid by the Participant in the 3 months prior to the claim, or $500, whichever is lower. This does not exclude liability for death, personal injury, or gross negligence as per the Australian Consumer Law.

10. Privacy and Data Protection

We Feed You collects and shares the following information:

Name, address, phone number, email (with delivery partner for logistics)

Dietary requirements (internal use only)

Order history and payment information (retained for 7 years for tax purposes)

Participants may request access to or deletion of personal data by contacting team@wefeedyou.com.au. We Feed You complies with the Privacy Act 1988 (Cth) and Australian Privacy Principles.

Personal data is not shared with third parties except:

 

·       Delivery partners (for logistics only)

·       NDIS/Aged Care regulators (for compliance and incident reporting)

·       Legal/regulatory authorities (as required by law)

·       Consultants and service providers acting on behalf of We Feed You (e.g., accountants, marketing, legal advisors, IT support, payment processors) who are bound by confidentiality agreements and only access data as needed to provide their services

 

11. Accessibility

We Feed You is committed to providing accessible services. Participants may request:

Phone support for ordering (not just online)

Support person involvement in ordering

To request accessibility support, contact team@wefeedyou.com.au or 1300 853 239.

CONFIRMATION OF AGREEMENT

By creating an account and placing your first order with We Feed You, you confirm that you:

Have read and understood this Service Agreement

Agree to all terms outlined in this Agreement

Confirm your dietary requirements, allergies, and medical needs as declared

Understand that meal selection is your responsibility, and We Feed You does not provide nutrition or dietary advice

Understand the limitations of the service (e.g., no customisation, no entry into home, meals left at front door)

Agree to notify We Feed You in writing within 7 days of any changes to your circumstances

 

IMPORTANT: If you do not agree with any aspect of this Agreement, you must contact We Feed You before placing your first order.

 

Contact us at:

Email: team@wefeedyou.com.au

Phone: 1300 853 239 (Mon–Fri, 9am–4pm)

We are happy to discuss your concerns or answer any questions. Do not proceed with ordering if you have any doubts about the terms outlined above.

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This Agreement was last updated: 20^th August 2026

We Feed You ABN 84 614 310 100