Terms & Conditions
Effective date: 21 September 2026
Clear Pathway Aged Care Navigation
Redcliffe Peninsula, Queensland
Email: georgia@clearpathwayagedcare.com.au
Phone: 0423 319 122
1. About these terms
These Terms & Conditions apply to services provided by Clear Pathway Aged Care Navigation (“Clear Pathway”, “we”, “us” or “our”) and to use of this website. By booking or accepting a quote, you agree to the service scope, fees and these terms. Any written service agreement or quote also forms part of the agreement. If documents conflict, the signed service agreement or accepted quote applies to the specific service.
2. Nature of our service
Clear Pathway provides independent, private aged care navigation, planning, assessment preparation, advocacy, provider research and implementation support. We are not a government agency, My Aged Care, an aged care provider, a medical service, a legal or financial adviser, or an emergency or crisis-response service. Information and recommendations are general and practical and do not replace professional medical, legal or financial advice. For an emergency or immediate risk, call Triple Zero (000).
3. Scope and eligibility
The services included, timeframes, deliverables and fees are those shown on the website, booking confirmation, quote or service agreement. Some services require an initial discussion, existing client relationship or manual approval. Ad Hoc Aged Care Navigation Support is available at $200 per hour including GST only for existing clients or pre-agreed discrete work. Time is billed in 15-minute increments. We will seek approval before starting work outside an agreed fixed-fee scope.
4. Client responsibilities and authority
You agree to provide accurate, complete and timely information and to tell us about relevant changes. If you act for another person, you confirm that you have their consent or other lawful authority and will provide evidence if requested. You remain responsible for decisions about services, providers, applications, spending and care. Delays in providing information, authority or decisions may affect timeframes.
5. Fees, GST and payment
Fees are in Australian dollars and include GST unless stated otherwise. Fixed-fee services, starting prices and hourly work are described on the website or in your quote. A “from” price is not a final quote. The final scope and fee will be confirmed before work begins. Payment timing and accepted payment methods are stated during booking, in an invoice, quote or service agreement. Overdue amounts may delay further work, subject to applicable law.
6. Changes, cancellations and rescheduling
Please provide at least 24 hours’ notice to cancel or reschedule an appointment. Any cancellation or non-attendance fee will be stated in your booking confirmation or service agreement. We may waive or vary a fee at our discretion where there are exceptional circumstances. If we need to reschedule, we will offer a new time or another reasonable remedy.
7. No guarantee of outcomes
Aged care eligibility, assessment decisions, funding, budgets, wait times, provider availability, service quality and third-party decisions are outside our control. We do not guarantee an approval, funding level, provider placement, service start date or particular outcome. We will provide services with due care and skill and make recommendations based on the information reasonably available at the time.
8. Third-party providers and referrals
We may research, compare or contact providers with your authority. Providers and other third parties are independent and are responsible for their own information, pricing, availability, contracts, conduct and service quality. You should review a provider’s terms before engaging them. Clear Pathway receives no provider commissions or referral fees.
9. Privacy and confidentiality
We handle personal and sensitive information as described in our Privacy Policy. You authorise us to use and disclose information reasonably necessary to deliver the agreed service, including communicating with authorised representatives, assessors, professionals and providers. We take reasonable steps to maintain confidentiality, but electronic communications and third-party systems cannot be guaranteed to be completely secure.
10. Documents and intellectual property
You may use a plan, summary or other document we prepare for your personal aged care purposes and may share it with authorised family members, professionals, assessors or providers. Clear Pathway retains ownership of its templates, methods, branding and general materials. You must not reproduce or commercially distribute our materials without written permission.
11. Website information
Website content is general information only and may change. We aim to keep it accurate but do not guarantee that it is complete, current or suitable for every situation. Links to third-party websites are provided for convenience and do not constitute endorsement.
12. Consumer rights and liability
Nothing in these terms excludes, restricts or modifies any right or guarantee that cannot lawfully be excluded under the Australian Consumer Law or other applicable law. To the extent permitted by law, Clear Pathway is not responsible for indirect or consequential loss, or for loss caused by inaccurate or incomplete information, unauthorised actions, third-party decisions, provider availability, or events beyond our reasonable control.
13. Pausing or ending services
Either party may end a service by written notice, subject to any agreed cancellation terms and payment for work already completed or reasonably committed. We may pause or end services if payment is overdue, required authority is not provided, the requested work is outside our competence or scope, safety or professional concerns arise, or respectful communication cannot be maintained. Where practicable, we will explain the reason and identify reasonable next steps.
14. Concerns and complaints
Please contact us promptly if you have a concern. We will listen, review the issue and aim to respond within a reasonable period. Nothing in this process limits your rights to contact a consumer protection agency or use another legal remedy.
15. Governing law and changes
These terms are governed by the laws of Queensland, Australia. We may update them when our services, systems or legal obligations change. The version accepted at the time of booking applies to that service unless a change is required by law or agreed in writing.