CUSTOMER TERMS
Terms & Conditions
Effective 3 September 2026
These terms apply when you create or use a TendedHome account, purchase a Tended platform subscription, or subscribe to an optional Home Care package. By continuing, you agree to these terms and any package details shown before purchase.
1. Tended platform
TendedHome provides household organisation tools, including calendars, tasks, lists, household communication, bills, medication schedules, meal planning, reminders and access to Home Services. Features may change as the service develops. Tended is an organisational tool and is not medical, financial, legal or emergency advice.
2. Accounts and households
You must provide accurate information and keep login details secure. A Parent account may create and manage linked household accounts and controls permissions for children and other members. The Parent account holder is responsible for obtaining appropriate consent before entering or sharing another person’s information, including health or location information.
3. Platform subscriptions
The Individual plan is $9.99 per month for one account. The Family plan is $30.00 per month for up to five linked accounts, with any additional account priced as disclosed before purchase. In-app digital subscriptions are billed and managed by Apple. They renew automatically unless cancelled through the customer’s Apple subscription settings. Cancellation stops the next renewal and access continues until the end of the paid billing period. Apple’s purchase and refund rules also apply.
4. Home Care packages
Home Care is optional and purchased separately for each property. The current monthly prices are Essential $99, Complete $169 and Premium $249. Package inclusions, service frequency, material exclusions and property availability are shown before purchase. Pool chemicals, materials, replacement parts and other one-off items are not included unless expressly stated.
5. Home Care cancellation
- Essential: cancel anytime by giving at least 30 days’ notice.
- Complete: cancel anytime by giving at least 60 days’ notice.
- Premium: cancel anytime by giving at least 60 days’ notice.
The notice period starts when TendedHome receives the cancellation request through the app or another method we confirm. Services and recurring charges continue during the applicable notice period. We will confirm the effective cancellation date and any final scheduled service or payment. No recurring Home Care charge will be taken for a period beginning after the effective cancellation date.
6. Payments and failed payments
Home Care payments will be made to HAVN Investments Group Pty Ltd and may be processed securely by Square or another disclosed payment provider. By subscribing, you authorise recurring monthly charges to your selected payment method. If payment fails, we may pause future services and notify you. The schedule resumes after payment is successfully resolved, subject to provider availability.
7. Scheduling, access and changes
Initial suggested service dates and the 12-month calendar are planning estimates. Weekend dates may move to the next business day. You may request a different date, but an existing booking remains in place until we confirm the change. You must provide safe, lawful and reasonable access to the property. Weather, safety, provider availability or events outside reasonable control may require rescheduling.
8. Additional work and charges
Work outside a package and additional materials require disclosure and, where practical, customer approval before charge. The app may display the requester, supplier, supporting description, receipt or photos. Urgent work reasonably required to prevent immediate property damage will only be arranged within any authority you have expressly provided.
9. Service providers
Home Care may be delivered by TendedHome personnel or independent service providers. Providers must follow the allocated work order and applicable safety requirements. Please report property damage, missed work or service concerns promptly through the property enquiry so they can be reviewed against the service record.
10. Medication and sensitive information
Medication features record schedules, reminders and user-entered completion only. They do not verify a dose, replace medical advice or provide emergency monitoring. Call 000 in an emergency. Privacy controls should be reviewed before sharing medication, prescription, health or location information with household members.
11. Ask Tended and internet information
AI-assisted responses and internet results may be incomplete or inaccurate. You should verify important information and obtain qualified advice where appropriate. TendedHome will ask for confirmation before making material changes or purchases where the feature supports that action.
12. Acceptable use
You must not use TendedHome unlawfully, impersonate another person, interfere with the service, upload harmful material, misuse another person’s information or attempt to access accounts or properties without authority. We may restrict access where reasonably necessary to protect customers, providers or the platform.
13. Privacy and data
TendedHome uses account, household, property, scheduling, payment-status, communication and optional health or location information to provide requested features. We use service providers for functions such as hosting, authentication, payments and app distribution. Privacy controls do not replace the need for household members to obtain consent before sharing another person’s information. A separate Privacy Policy will describe collection, storage, use, disclosure, access, correction and complaint handling in more detail.
14. Consumer guarantees
Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law. Where a service fails to meet an applicable consumer guarantee, you may be entitled to a remedy under that law.
15. Liability
To the extent permitted by law, TendedHome is not responsible for loss caused by inaccurate information supplied by a user, failure to follow safety or access instructions, unauthorised account use, or reliance on AI-generated information without appropriate verification. This clause does not limit non-excludable consumer rights.
16. Changes to these terms
We may update these terms to reflect service, legal or operational changes. We will provide reasonable notice of material changes. If a change materially disadvantages an existing Home Care customer, the customer may cancel without an additional cancellation fee, subject to rights that cannot be excluded by law.
17. Governing law and contact
These terms are governed by the laws of New South Wales, Australia. Questions, complaints and cancellation requests can be submitted through the relevant enquiry or account-support area in the TendedHome app, or by emailing customerservice@tendedhome.com.au.