Mobilitycare Terms and Conditions

Introduction

These Terms and Conditions ("Terms") govern your access to and use of the Mobilitycare website located at www.mobilitycare.net.au, and any orders, quotes, or services you obtain through our site. This is a legally binding agreement between © MOBILITYCARE PTY. LTD. ABN: 84 071 351 838 ("Mobilitycare", "we", "us", or "our") and you, the user of our site and/or customer ("you"). By accessing our website, creating an account, or placing an order or quote request, you acknowledge that you have read and agree to be bound by these Terms, as well as our Privacy Policy. If you do not agree with these Terms, you must not use our website or services.

We may update these Terms from time to time. The most current version will always be available on our website (typically on the Terms and Conditions page). By continuing to use the site after any changes, you accept the updated Terms. If you have any questions about these Terms, please contact us using the details at the end of this document.

Key Definitions

In these Terms, unless the context requires otherwise:

• Site refers to the Mobilitycare website (and any subdomains or mobile applications officially operated by Mobilitycare) through which our products and services are offered.
• Products refers to the mobility aids, equipment, and related items listed or sold through our Site (including items for purchase or for trial).
• Services refers to any services provided by Mobilitycare, including home trials, deliveries, and after-sales support.
• Quote refers to a price estimate or offer for Products/Services that we provide in response to your request (via the "Get Your Custom Quote" features on our Site or through other communication).
• Order refers to a confirmed request to purchase Products or Services from us, whether initiated through an online checkout or by acceptance of a Quote.
• Consumer in these Terms has the meaning given under the Australian Consumer Law, and generally refers to an individual who acquires goods or services for personal, domestic or household use or consumption (and not for resale or commercial use).
• Australian Consumer Law (or "ACL") refers to the law set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth), which provides certain non-excludable rights and remedies to consumers in Australia.
• Interpretation of Guarantees, Returns and Consumer Rights any references on the Mobilitycare website, including product icons or statements such as “money-back guarantee”, “returns”, “refunds”, “warranty included” or “custom fit guaranteed”, are indicative only and must be read in conjunction with these Terms and Conditions and the Returns and Warranty Policy. Such references do not create an unconditional or standalone right to a refund or replacement and any entitlement to a remedy arises only where the applicable legal criteria are met.

Throughout these Terms, headings are for convenience only and do not affect interpretation. Words in the singular include the plural and vice versa. Any examples given (through words like "including", "such as", or similar) are illustrative and do not limit the scope of the clause.

Accounts and Eligibility

Eligibility

You must be at least 18 years old to register an account on our Site or to place orders. By using this Site and agreeing to these Terms, you represent that you are 18 or older, or if you are under 18, that you are using the Site under the supervision of a parent or guardian who agrees to these Terms on your behalf.

Account Registration

While you can browse our Site without an account, certain features (such as making a purchase or signing up as a Dealer Partner) may require you to create a Mobilitycare account. When creating an account, you agree to provide true, accurate, and complete information about yourself as prompted by the registration form, and to keep that information updated (e.g., if your email or phone number changes). For healthcare professionals or business accounts, you might be required to provide information about your business or professional credentials.

Account Security

You are responsible for maintaining the confidentiality of your account username and password. You must not share your login credentials with anyone else. You agree to take reasonable steps to protect your account from unauthorised access, such as choosing a strong password and logging out after using a shared device. You are liable for all activities conducted under your account (including any purchases or requests made) whether or not you authorised them, except for activities that you report to us as unauthorised (and which we verify as such). If you suspect that your account has been compromised or accessed without your permission, you must notify us immediately so we can take appropriate action.

Account Termination

You can request to close your account at any time by contacting us. We reserve the right to refuse service, terminate accounts, or cancel orders at our reasonable discretion if we suspect fraud, abuse of our policies, or other violations of these Terms. If an account is terminated (by you or by us), these Terms will continue to apply to any past use of the Site or orders made under your account.

Product Information and Website Use

Product Descriptions

We strive to ensure that all product descriptions, specifications, compatibility information, and pricing on our Site are accurate and up to date. However, mistakes or typographical errors may occur. Product images are provided for illustration purposes only; actual products may vary in colour, features, or minor details. This can be due to manufacturer updates or differences in how displays render images. We encourage you to review product specifications and contact us if you have specific questions about a product's features.

General Information Only

Any information, content, or materials on our Site (including any blog posts, articles, or advice sections) are provided for general information purposes. While we may offer information about mobility aids, their usage, or health-related topics, this information should not be considered medical or health advice. For personalised medical advice or recommendations tailored to your situation, you should consult a qualified healthcare professional. Mobilitycare staff can provide guidance on our products, but we do not diagnose conditions or prescribe specific therapies.

Accuracy and Errors

If we discover an error in pricing or product details, we reserve the right to correct it. This means that if a product was listed at an incorrect price or with incorrect information due to an error, we may cancel any order placed for that product and refund any payment, or we may contact you to confirm if you wish to proceed with the order at the correct price/specification. We will not be bound by offers or prices that are inadvertently incorrect. In the event of such an error, we will inform you as soon as possible and give you the option to reconfirm the order (at the correct price) or cancel it.

Website Availability

We aim to keep our Site available and running smoothly at all times, but we cannot guarantee uninterrupted access. There may be occasions when the Site is unavailable due to maintenance, upgrades, network issues, or unforeseen outages. We will try to schedule maintenance during off-peak hours when possible and give advance notice if it’s a planned downtime. However, we are not liable if the Site is unavailable at any time or for any period.

Prohibited Uses

When using our Site, you agree not to:

• Use the Site for any unlawful purpose or in a way that violates these Terms.
• Engage in any conduct that restricts or inhibits anyone’s use or enjoyment of the Site, or which, as determined by us, may harm Mobilitycare or other users or expose them to liability.
• Impersonate any person or entity or submit false or misleading information.
• Attempt to gain unauthorised access to any portion or feature of the Site, or any other systems or networks connected to the Site, by hacking, password "mining", or any other illegitimate means.
• Introduce any viruses, malware, worms, Trojan horses, or other harmful or malicious code into the Site or use the Site as a vehicle for spreading such material.
• Collect or harvest information about other users (such as email addresses) without their consent.
• Reproduce, duplicate, copy, sell, resell, or exploit any portion of the Site or our materials without our express written permission.

We reserve the right to monitor activity on our Site and investigate any suspected breach of this section. Violations may result in termination of your access to the Site and/or legal action.

User Generated Content

If our Site allows you to submit reviews, comments, or other content (collectively, "User Content"), you must ensure that your submissions are respectful, truthful, and do not violate any laws or rights of others. By submitting User Content, you grant Mobilitycare a non-exclusive, royalty free, perpetual license to use, reproduce, modify and display that content in connection with our business. We reserve the right to remove or edit any User Content that we deem defamatory, infringing, obscene, or otherwise inappropriate.

Quotes, Orders, and Contract Formation

Mobilitycare offers a unique quoting system in addition to direct purchasing. Here is how our process works:

Quote Requests

Our Site allows you to select products and use the "Get Your Custom Quote". By submitting a quote request, you are expressing interest in purchasing listed items and asking for our pricing or terms on those items. A quote request is not an order and does not obligate you to buy, nor does it guarantee availability of the product. When we receive your quote request, we will review it and respond (typically via email) with a Quote that includes prices for the requested items (and any applicable shipping or service fees) and any other relevant conditions. This Quote is an offer from us to you, valid for a certain period stated in the Quote (30 Days). We reserve the right to refuse a quote request or not provide a Quote, for example, if a product is discontinued or we suspect the request is not bona fide.

Placing an Order (Direct Purchase)

In some cases, our Site or Quote may allow direct checkout. When you place an Order through the Site’s shopping cart (if that function is available) or when you accept a Quote by confirming you wish to proceed, you are making an offer to purchase the selected products under these Terms. We may, at our discretion, accept or reject your order offer. An order (or acceptance of a Quote) is considered accepted by us when we issue an order confirmation (by email) or when we dispatch the products, whichever occurs first. At that point, a binding contract is formed between you and Mobilitycare for the purchase of the specified products/services. Until we have confirmed acceptance, any payment you make is held as an offer pending acceptance. If we reject your order, we will refund any payment promptly.

Order Confirmation

Once we accept your order, we will send you an order confirmation with the details of the items, pricing, and an order number. Please check this confirmation carefully and contact us immediately if any details are incorrect. This confirmation serves as your receipt and proof of purchase.

Right to Refuse or Cancel

Mobilitycare reserves the right to refuse any order or part of an order, or cancel a Quote previously issued, at our reasonable discretion. Some scenarios where this might happen include: the product is unavailable or out of stock, we identify a pricing or product description error, there are unforeseen problems with delivery logistics, or we have reason to suspect the order might be fraudulent or made in bad faith. We may also limit the quantity of products we supply to any one customer or address if we suspect resale or unauthorized distribution. If we cancel an order that we have already accepted, we will notify you and provide a full refund of any payment received. If we need additional verification or information about an order, we will contact you if we do not receive the needed information, we may cancel the order as well.

Customer Responsibility

It is your responsibility to ensure that your order or quote request details are accurate before submission. Before finalising an order (or confirming acceptance of a Quote), please review the product names, options (such as size or colour), quantities, pricing, and your contact and delivery information. Mobilitycare will not be responsible for delays or losses resulting from incorrect information provided at the time of order (for instance, a wrong address that causes a delivery failure).

Order Modifications

Once an order is placed and accepted, it cannot be cancelled or modified by you unless we agree in writing. If you realise you need to change or cancel an order, please contact us immediately. We will try to accommodate changes if the order has not yet been processed or dispatched, but we are under no obligation to do so. In particular, customised or special-order items may not be cancellable once the manufacturing or procurement process has begun. If we agree to a cancellation or change, we may require you to pay any costs we already incurred (for example, restocking fees for custom items, or administrative costs). We will discuss any such fees with you before finalising the change/cancellation.

NDIS and Third-Party Funded Orders

If you are purchasing through a third-party funder such as the National Disability Insurance Scheme (NDIS), a government program, or a private insurance/compensation scheme, you (and/or your plan manager) are responsible for ensuring that the products and costs are approved under your plan or funding arrangement. Mobilitycare will provide quotes and invoices as needed for you to seek funding approval, but we are not responsible for obtaining that approval on your behalf.

Plan Managers and Service Providers

If you are a plan manager, healthcare provider, or other service coordinating a purchase for an end user, it is your responsibility to clarify any applicable subsidies, discounts, or rebates directly with your client or the funding body. Our transactions will be with you (as the purchaser on record), and payment terms remain as agreed with you, regardless of any reimbursement process you undertake with a third party.

Communication

Once you have placed a quote request or order, we will communicate with you primarily via the contact information you provided (email or phone). Please ensure our emails are not filtered to junk/spam. If you expect a quote reply or order confirmation and haven’t received it, contact our customer service. We cannot be responsible for communication issues outside our control.

Pricing and Payment

Currency and GST

All prices for products and services listed on our Site or provided in Quotes are in Australian Dollars (AUD). Unless stated otherwise, prices are inclusive of Goods and Services Tax (GST) applicable under Australian law. If GST or any other tax is not included, it will be clearly indicated and calculated at checkout or on the Quote. Shipping fees or other applicable service charges will either be listed as separate line items or incorporated into the total price as explained in the ordering process or Quote.

Price Validity

Prices of products are subject to change. For online listings, the price shown at the time you add a product to your cart or request a quote is generally the price that will apply to that transaction (subject to any correction in case of error). For Quotes that we issue, each Quote will have a validity period (30 days). If you do not accept the Quote within that period, the prices may be subject to change and a new Quote may be required. We strive to honor prices within the validity period, but after expiration we may not be able to do so (for example, if supplier costs have changed). 

5% Price Beat Guarantee

MobilityCare offers a 5% Price Beat Guarantee on eligible products, subject to the following terms and conditions:

The guarantee applies to identical products (same brand, model and specifications) available from an Australian-registered mobility business

The competitor’s price must be publicly advertised online or provided in a written quotation

The competitor’s product must be in stock and available for immediate purchase at the time of verification

The competitor’s total price must include GST and all applicable delivery or handling charges

The guarantee applies to standard retail purchases by end customers only

The price beat request must be submitted prior to purchase. The guarantee cannot be applied retrospectively after an order has been completed

Excludes clearance items, liquidation sales, pricing errors, bundled offers, promotional packages, private member pricing, tendered contracts, government contract pricing, NDIS bulk procurement arrangements, and third-party marketplace listings (including but not limited to eBay, Amazon, Gumtree or similar platforms)

MobilityCare reserves the right to verify the competitor’s pricing, stock availability and business registration before approving the price beat

MobilityCare reserves the right to amend or withdraw this offer at any time without notice

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Payment Methods

We offer various payment methods for orders. These may include credit cards (Visa, MasterCard etc), debit cards, direct bank deposit, or payment via third-party providers (such as PayPal or Afterpay) if available. The available options will be indicated at checkout or on the invoice for a Quote. Payment via credit/debit card will typically be processed through a secure third-party payment gateway. By providing your payment details, you authorise us (and our payment processor) to charge the order amount to your designated card or account. You represent that you are an authorised user of the payment method you choose and that the provided information (account name, number, expiration, etc.) is accurate.

Upfront Payment and Account Terms

For orders placed through the online checkout, full payment is required at the time of order. For orders placed by accepting a Quote, the payment terms will be specified in the Quote or invoice. For example, we may require a deposit with the order and the balance on delivery, or full payment before dispatch. Approved trade customers or healthcare organisations with whom we have an arrangement may be granted payment on account (e.g., net 30 days from invoice) as per separate agreement. If you have such an arrangement, you must adhere to the agreed payment terms. If no specific terms are agreed, payment is due immediately upon invoicing.

Payment Security

All online payments are processed using encryption to protect your financial data. Mobilitycare does not store full credit card details on our servers; these are handled by the accredited payment gateway. While we implement secure processes, you should also take precaution, such as only entering payment details on secure networks and keeping an eye out for any browser security alerts.

Third-Party Payment Providers

Where we offer the option to pay through a third-party provider (for example, PayPal, Afterpay, or similar), please be aware that such payments might be subject to the third party’s terms and conditions. We have no control over and are not responsible for any issues or errors on the part of those payment services. If a payment through a third party does not clear or is later reversed (e.g., due to a dispute or fraud review), you remain responsible for arranging payment to us for the order. We reserve the right to refuse certain payment methods for any reason, or to offer certain methods only on orders meeting specific criteria (like a minimum/maximum order value for instalment plans).

Fraud Prevention

Mobilitycare takes fraud seriously. We may request additional verification or identification from you before accepting a payment, especially for high value orders or first time transactions. If we suspect an order is fraudulent or unauthorised, we may put it on hold and contact you for clarification, or cancel it outright if we cannot confirm its legitimacy. You must not use any stolen or unauthorised payment methods. If we are notified by a payment provider that a transaction is likely fraudulent, we will cancel the order and, if appropriate, notify the relevant authorities.

Late Payment (for Account Holders)

If you have an account with credit terms and you fail to pay an invoice by its due date, Mobilitycare reserves the right to suspend further deliveries or services until the account is brought up to date. We may also charge interest on overdue amounts at a reasonable rate and recover any costs of collection (including legal fees) as permitted by law. We will give notice and an opportunity to rectify any late payment issues before taking further action such as cancellation of the order or legal recovery.

Title and Ownership

Products supplied remain the property of Mobilitycare until full payment has been received and cleared.

Delivery and Shipping

We aim to make the delivery of your mobility aids as smooth and timely as possible. By placing an order, you agree to the following delivery terms:

Delivery Area

Mobilitycare currently ships products within Australia. Some heavy or oversized items may have specific delivery restrictions (for example, limited to certain metropolitan areas or requiring special freight arrangements). We will advise you during the quote or order process if any such restrictions apply to your order. We do not typically ship internationally.

Delivery Address

You must provide a complete and accurate delivery address when placing your order. We cannot deliver to PO Boxes or some Parcel Lockers for large items, as a signature or physical handover may be required. It is your responsibility to ensure someone is available at the address to receive the delivery during the scheduled time. If no one is present, our carrier may either: leave a card for redelivery/pickup, require you to reschedule (which may incur a redelivery fee), or leave the parcel in a safe place (if you have given authority to do so). Please note that if you authorise delivery without a signature (Authority to Leave), you assume responsibility for the package from the time the courier leaves it.

Delivery Timing

We will provide an estimated dispatch or delivery timeframe for your order (for example, "in-stock items are usually dispatched within 7 business days" or "expected delivery 3-7 business days after dispatch for metro areas"). These timeframes are estimates and not guaranteed. While we make every effort to deliver within the estimated times, delays can occur due to stock availability, courier issues, or other unforeseen circumstances (e.g., natural disasters, pandemics). If we become aware of a significant delay with your order, we will contact you with an update. Please understand that once a package is with the courier, actual delivery times are beyond our direct control. We are not liable for any loss or inconvenience caused by a delivery arriving later than estimated, especially if due to factors outside our reasonable control.

Shipping Costs

Any applicable shipping or handling charges will be communicated to you before you finalise your order. If your address is in a remote or hard-to-service location, we might need to charge additional shipping or use a specialty courier, if that’s the case, we will inform you of any additional fees before processing your order, and you’ll have the option to accept or cancel the order.

Packaging

We pack all products securely to minimise damage in transit. Please keep any packaging materials if you intend to return a product (see Returns and Refunds below), as products generally need to be returned in their original packaging.

Returns & Warranty Policy

We want you to be completely satisfied with your purchase from Mobilitycare. Below is a summary of our returns, warranty, and servicing policy.

Change of Mind Returns

We understand sometimes things change. If you wish to return an item because you've changed your mind:

• 7-Day Return Window: Notify us within 7 days of delivery. Returns after this period may not be accepted.
• Product Condition: Items must be unused, unassembled, and in original packaging with all accessories/manuals.
• Exclusions Apply: Returns are not accepted for opened hygiene items (e.g. toileting aids), customised/special-order items, or clearance products.
• Restocking Fee: A 20% restocking fee may apply to eligible returns.
• Return Shipping: Customers are responsible for return freight unless otherwise agreed.
• Inspection Required: Refunds are issued only after inspection confirms all conditions are met.

To start a return, please Submit a Request here or contact our team.

Faulty or Defective Products

If your product is not working as expected, you are protected under the Australian Consumer Law (ACL). You're entitled to a repair, replacement or refund depending on the nature of the fault.

• Minor Faults: We may offer troubleshooting, spare parts, or repair.
• Major Faults: You can choose between a refund or replacement.
• Return Costs: If we confirm the product is faulty, we will cover return freight.

Manufacturer Warranty

Most of our products include a minimum 12 month manufacturer warranty. Battery operated items come with a 6 month battery warranty unless stated otherwise.

• Manufacturer warranties may vary and are subject to terms outlined in product manuals.
• We’ll assist with lodging warranty claims and liaising with service agents where needed.
• Extended warranties may be offered on certain products (e.g. power chairs).

Please keep your receipt or invoice as proof of purchase.

Repairs & Servicing

We provide full servicing and repairs for any product purchased through Mobilitycare.

• Service Centre: 39 Cambro Road, Clayton VIC 3168
• Book a Service: enquiries@mobilitycare.net.au
• Call Us: (03) 9568 8383