Trading as Connection Wellbeing Hub (CWH)

Effective date: 4/09/2026
ABN: 94 698 009 237
Website: www.connectinwellbeinghub.com.au
Email: info@connectionwellebinghub.com.au

These Terms & Conditions apply to services, experiences, activities, events, workshops, retreats, consultations, programs and other offerings provided by Connection Wellbeing Hub Pty Ltd trading as Connection Wellbeing Hub (“CWH”, “we”, “us” or “our”).

By booking, purchasing, registering for, attending or participating in a CWH service or experience, you agree to be bound by these Terms & Conditions.

Additional terms may apply to particular services, experiences, events, programs, travel services or NDIS-funded supports. Where a separate written agreement applies, that agreement will operate alongside these Terms & Conditions and will prevail to the extent of any inconsistency.

Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under Australian Consumer Law or other applicable legislation.

CWH provides experiences and services focused on connection, wellbeing, nature, recreation, personal development, community, creativity, travel and supported participation.

Our offerings may include, but are not limited to:

· individual wellbeing and connection sessions;

· Walk & Talk experiences;

· nature-based activities;

· outdoor and recreational experiences;

· creative experiences;

· workshops and group activities;

· retreats and camps;

· community events;

· travel planning and travel consultations;

· supported small-group experiences;

· services for children, young people and families;

· NDIS-funded supports where separately agreed; and

· other experiences or services developed by CWH from time to time.

CWH may introduce, change, suspend or discontinue services and experiences as reasonably required.

Bookings may be made through CWH’s website, booking platforms, registration forms, email, telephone, social media or other methods made available by CWH.

A booking is confirmed when CWH has accepted the booking and any required payment, deposit or other booking requirement has been completed.

CWH may request information reasonably necessary to determine whether a service or experience can be provided safely and appropriately.

CWH may decline, restrict or modify a booking where:

· required information has not been provided;

· the service is not suitable for the person’s circumstances or needs;

· appropriate support is not available;

· there are capacity limitations;

· the requested service cannot safely be delivered;

· the booking requirements have not been met;

· payment has not been made where required; or

· other reasonable safety, operational or service considerations apply.

Where reasonably practicable, CWH will discuss available alternatives.

Customers and attendees are expected to:

· provide accurate and relevant information when booking or participating in a service;

· follow reasonable safety directions and instructions;

· treat CWH staff, contractors, facilitators, other attendees, venues and members of the public respectfully;

· comply with reasonable participation and activity requirements;

· advise CWH of relevant changes that may affect safe participation;

· arrive appropriately prepared for the service or activity;

· bring required personal items, equipment, medication, water, clothing, footwear and other necessities;

· take reasonable responsibility for their own safety and wellbeing; and

· behave in a manner that does not create unreasonable risk to themselves or others.

Customers and attendees must not deliberately disregard reasonable safety instructions or engage in conduct that creates an unreasonable risk to themselves, another person, CWH personnel, property or the public.

Prices are generally stated in Australian dollars and will identify whether GST is included where applicable.

Payment requirements will depend on the service or experience and may include:

· full payment at booking;

· deposits;

· staged payments; or

· payment under a separate service agreement.

Bookings may not be confirmed until required payment has been received.

Where an account becomes overdue, CWH may suspend or decline further services, subject to any applicable agreement and legal requirements.

Cancellation, rescheduling and refund conditions may vary between services and experiences.

The cancellation terms applicable to a particular booking will be communicated at the time of booking or set out in the relevant service agreement.

Depending on the circumstances, CWH may offer:

· a refund;

· partial refund;

· credit;

· transfer to another date or experience;

· rescheduling; or

· another reasonable alternative.

Exceptional circumstances may be considered on a case-by-case basis.

Nothing in this section limits any rights a customer may have under Australian Consumer Law or other applicable legislation.

CWH may cancel, postpone, reschedule or modify a service or experience where reasonably necessary, including due to:

· severe weather;

· bushfire, flood or environmental hazards;

· unsafe conditions;

· venue or third-party issues;

· facilitator illness or unavailability;

· insufficient bookings;

· emergencies;

· government directions or restrictions;

· operational requirements; or

· circumstances outside CWH’s reasonable control.

Where practicable, CWH will provide reasonable notice and discuss available alternatives.

CWH is committed to providing safe, respectful, inclusive and supportive environments for children, young people and people who may require additional support or protection.

CWH takes reasonable steps appropriate to the service or activity to promote safety, appropriate boundaries and respectful conduct.

Where required by law or the nature of the service, CWH personnel may hold relevant screening, clearances, qualifications, training or experience.

CWH may establish requirements relating to:

· supervision;

· sign-in and sign-out;

· collection and drop-off;

· communication;

· photography and technology;

· appropriate adult supervision;

· support arrangements;

· participation requirements; and

· emergency contacts.

Parents, guardians and responsible adults are responsible for providing accurate and relevant information about the child or young person and complying with any supervision or support requirements communicated by CWH.

Unless specifically agreed, CWH does not assume responsibility for a child’s general care or supervision outside the scope of the particular service or activity.

Where a person requires additional support, CWH may request information reasonably necessary to determine whether the service can be provided safely and appropriately.

This may include information relating to:

· communication;

· mobility;

· sensory needs;

· behavioural support;

· personal care;

· medical needs;

· supervision;

· accessibility; or

· other relevant support requirements.

CWH may require a parent, guardian, carer, support worker or other appropriate support person to attend where the person’s needs exceed the reasonable scope, staffing, qualifications or safety capacity of the service.

If appropriate support cannot be arranged, CWH may decline, modify or discontinue participation where reasonably necessary for safety.

Where CWH becomes aware of a concern relating to the safety, wellbeing or protection of a child, young person or person requiring additional support, CWH may take reasonable protective action.

This may include:

· speaking with a parent, guardian, responsible adult or support person;

· implementing immediate safety measures;

· restricting or ending attendance;

· contacting emergency services;

· making a report, notification or referral where required or permitted by law; or

· taking other reasonable action to protect the person or others.

CWH will handle safeguarding information sensitively and in accordance with applicable privacy and legal requirements.

CWH is committed to respectful, inclusive and safe environments.

The following conduct is not permitted:

· violence or threats;

· intimidation;

· bullying;

· harassment;

· discrimination;

· abuse;

· degrading or humiliating conduct;

· sexual harassment or inappropriate sexual conduct;

· exploitation;

· deliberate property damage;

· persistent disruptive behaviour;

· unsafe conduct; or

· unlawful conduct.

CWH may require a person to stop inappropriate conduct, leave an activity or venue, or cease receiving services.

Serious or repeated conduct may result in suspension or refusal of future bookings.

Where immediate action is required to protect safety, CWH may act without providing an opportunity for prior discussion.

Customers and attendees must not attend or participate while affected by alcohol or another substance to a degree that creates a safety, behavioural or participation concern.

Illegal drugs are not permitted at CWH activities or events.

CWH may refuse entry or require a person to leave where intoxication or substance use creates a reasonable concern.

Specific events may have additional alcohol-related requirements.

Where necessary, CWH may contact emergency services or another appropriate person where there is a serious safety concern.

Customers and attendees are responsible for appropriately managing their own health and medical needs unless a separate written agreement states otherwise.

CWH may request relevant information necessary to safely provide a service, which may include:

· allergies;

· relevant medical conditions;

· mobility requirements;

· communication needs;

· sensory needs;

· behavioural support needs;

· dietary requirements;

· emergency contact details; and

· other information relevant to safe participation.

CWH personnel will only undertake medication-related or health-related tasks where appropriately authorised, trained or qualified and where the task falls within the agreed scope of the service.

Unless specifically agreed, customers and attendees are responsible for bringing and managing their own medication, medical equipment and personal health supplies.

Many CWH experiences involve outdoor, nature-based, recreational or physical activities.

These activities may involve inherent risks including:

· uneven ground;

· rocks, roots and steps;

· inclines and declines;

· slips, trips and falls;

· heat, cold, rain and wind;

· dehydration;

· sun exposure;

· insects and animals;

· plants and environmental hazards;

· water;

· limited mobile phone coverage;

· remote locations;

· vehicle or transport-related risks;

· fatigue;

· physical exertion;

· terrain-related risks; and

· risks associated with public spaces.

CWH will take reasonable steps to identify and manage foreseeable risks within its control.

Customers and attendees must follow reasonable safety instructions and advise CWH if they are unable to safely undertake an activity.

Customers should bring appropriate clothing, footwear, water, sun protection, medication and other items appropriate to the conditions and activity.

CWH may change a route, activity, location, timing or format where reasonably necessary for safety or operational reasons.

CWH aims to provide inclusive and accessible experiences wherever reasonably practicable.

Customers are encouraged to discuss accessibility requirements before booking.

Depending on the service, reasonable adjustments may include:

· changes to timing;

· communication adjustments;

· additional information;

· alternative activities;

· additional rest opportunities;

· route or location changes;

· support-person attendance; or

· other reasonable adjustments.

Not every experience will be suitable for every person.

Natural environments, venues, transport arrangements and third-party services may have physical or operational limitations.

Where a requested adjustment cannot reasonably be provided because of safety, environmental, staffing or operational limitations, CWH will, where practicable, discuss available alternatives.

CWH may require an appropriate support person where a customer or attendee requires personal care, supervision, behavioural support, communication assistance or other support beyond the agreed scope of the service.

Unless specifically agreed:

· CWH personnel are not automatically responsible for one-to-one personal care;

· CWH personnel are not automatically responsible for medication management;

· support workers and carers remain responsible for providing support within their role;

· parents, guardians and responsible adults remain responsible for children as required for the particular activity; and

· the person arranging support is responsible for ensuring appropriate support is available.

CWH is not automatically responsible for the conduct or actions of an independent support person, carer or support worker.

CWH will take reasonable steps to respond to emergencies and incidents.

Depending on the circumstances, this may include:

· providing first aid within the limits of relevant training;

· contacting emergency services;

· contacting an emergency contact;

· evacuating or relocating;

· modifying or stopping an activity;

· arranging emergency assistance; or

· taking other reasonable action to protect safety.

Customers and attendees agree to cooperate with reasonable emergency and safety directions.

Where necessary, relevant information may be provided to emergency services or other appropriate persons.

CWH may photograph or record activities for operational, promotional, educational or social media purposes where appropriate permissions have been obtained.

CWH will take particular care with photography and recording involving children, young people and people who may require additional support or protection.

Customers and attendees must not photograph, record or publish identifiable images or recordings of other attendees, particularly children or young people, without appropriate consent.

CWH may establish photography-free areas or specific restrictions for individual activities.

Where consent for promotional use has been provided, a person may subsequently withdraw that consent for future use. However, CWH may not be able to fully remove material that has already been published or distributed.

CWH collects and uses personal information reasonably necessary to provide services, manage bookings, communicate with customers, manage safety and emergencies, meet legal obligations, process NDIS-related services where applicable, and improve its services.

CWH will handle personal information in accordance with applicable privacy laws and its Privacy Policy.

Information will generally only be shared where reasonably necessary and appropriate, including with:

· service providers;

· contractors;

· emergency services;

· parents, guardians, carers or support persons where appropriate;

· relevant professionals where authorised;

· government or regulatory bodies where required; or

· other persons where disclosure is legally required or reasonably necessary to protect safety.

Confidentiality does not prevent CWH from taking reasonable action where there is a serious safety, safeguarding or legal concern.

CWH welcomes feedback and complaints.

Where possible, customers are encouraged to raise concerns directly with CWH so that they can be addressed promptly.

CWH may:

· acknowledge the concern;

· request further information;

· investigate the matter;

· consult relevant people;

· take corrective action;

· provide an outcome; and

· use feedback to improve services.

Safeguarding concerns may be handled under separate processes where appropriate.

CWH will not penalise a person simply for raising a genuine complaint or concern.

Nothing prevents a customer from exercising any external complaint or legal rights available to them.

Where a CWH service is provided as an NDIS-funded support, the relevant NDIS requirements and any applicable NDIS Service Agreement will apply.

For NDIS services, “NDIS participant” refers specifically to the person receiving the NDIS-funded support.

NDIS funding does not automatically mean that every CWH service or experience is an appropriate or claimable NDIS support.

NDIS services must be:

· appropriately agreed;

· within the scope of the service;

· consistent with applicable NDIS requirements; and

· able to be provided safely and appropriately.

CWH may require information reasonably necessary to provide or claim an NDIS-funded service, including relevant service agreement information, funding arrangements, plan management details and safety information.

CWH will not knowingly make false, misleading or inappropriate NDIS claims.

Where an NDIS payment cannot be made because of funding, claiming, pricing, eligibility or other applicable requirements, responsibility for payment will be determined in accordance with the applicable Service Agreement and law.

A separate NDIS Service Agreement may contain additional terms relating to services, cancellations, travel, supports, fees and responsibilities.

Where an NDIS requirement or separate NDIS Service Agreement conflicts with these general Terms & Conditions, the mandatory NDIS requirement or specific written agreement will prevail to the extent of the inconsistency.

CWH may provide travel planning, travel consultations, destination research, itinerary planning and accessibility-related travel information.

Travel information may include suggestions relating to:

· accommodation;

· activities;

· transport;

· accessibility;

· destinations;

· itineraries; and

· travel experiences.

Unless expressly stated otherwise, CWH does not guarantee:

· airline or transport schedules;

· accommodation availability;

· third-party accessibility;

· transport accessibility;

· weather conditions;

· destination conditions;

· visa or border outcomes;

· third-party quality;

· cancellations; or

· changes made by travel providers.

Customers remain responsible for checking and complying with their own travel, passport, visa, health, insurance and entry requirements.

Where a booking is made directly with a third-party provider, that provider’s own terms and conditions will generally apply.

CWH may use, recommend or engage third-party providers, venues, instructors, activity operators, accommodation providers, transport providers or other businesses.

Third-party terms may apply to those services.

CWH will take reasonable care in selecting or recommending third parties where that selection is within CWH’s control.

However, CWH cannot guarantee the conduct, availability, accessibility, quality, performance or services of an independent third party.

CWH may assist with communication or arrangements where appropriate but does not assume responsibility for matters outside its reasonable control.

CWH may engage employees, contractors, facilitators, volunteers or other appropriately selected personnel to deliver services.

CWH will take reasonable steps appropriate to the role to ensure personnel have suitable qualifications, experience, screening or training where required.

Different services may require different qualifications, experience or screening requirements.

CWH retains ownership of its intellectual property, including where applicable:

· branding;

· logos;

· written materials;

· worksheets;

· guides;

· resources;

· programs;

· frameworks;

· presentations;

· website content;

· photographs;

· videos;

· original activities; and

· other materials created or owned by CWH.

Customers may use materials provided to them for their own personal, non-commercial purposes unless otherwise stated.

Without CWH’s written permission, materials must not be:

· reproduced substantially;

· resold;

· distributed commercially;

· copied for commercial use;

· modified and presented as another person’s work; or

· used to create a competing commercial product or service.

Customers and attendees are responsible for their own personal property.

CWH recommends that valuables and unnecessary items are not brought to activities.

To the extent permitted by law, CWH is not responsible for loss, theft or damage to personal property unless the loss or damage results from circumstances for which CWH is legally responsible.

CWH will provide services with reasonable care and skill and in accordance with applicable Australian Consumer Law and other mandatory legal requirements.

Many CWH activities involve inherent risks, particularly outdoor, nature-based, recreational and physical activities.

Customers and attendees acknowledge that participation may involve risks that cannot always be completely eliminated.

Customers and attendees are expected to:

· provide relevant information;

· follow reasonable safety directions;

· use appropriate equipment and clothing;

· take reasonable care of themselves and others; and

· advise CWH of relevant concerns or limitations.

CWH is not responsible for loss, injury, damage or expense to the extent caused by circumstances outside CWH’s reasonable control or by a customer’s or attendee’s own actions, omissions or failure to follow reasonable instructions.

Nothing in these Terms & Conditions excludes, restricts or modifies liability or consumer rights where doing so would be unlawful.

Any limitation of liability contained in these Terms & Conditions applies only to the extent permitted by law.

CWH maintains business insurance appropriate to its operations.

The existence of insurance does not mean that every loss, injury, expense or circumstance will be covered.

Customers and attendees should consider obtaining their own appropriate insurance, including where relevant:

· personal accident insurance;

· travel insurance;

· cancellation insurance;

· property insurance; and

· other insurance appropriate to their circumstances.

CWH may reasonably modify an experience or service due to:

· weather;

· environmental conditions;

· safety concerns;

· venue availability;

· third-party changes;

· staffing;

· operational requirements;

· legal requirements; or

· other circumstances affecting delivery.

Changes may include modifications to:

· location;

· route;

· timing;

· activity;

· facilitator;

· format; or

· itinerary.

Where a change is material, CWH will provide reasonable notice where practicable and consider any rights or remedies available under applicable law.

CWH will not be responsible for delay, cancellation or inability to provide a service where this results from circumstances beyond its reasonable control.

These may include:

· natural disasters;

· bushfires;

· floods;

· extreme weather;

· public health events;

· government restrictions;

· venue closures;

· transport disruption;

· utility failures;

· serious illness;

· emergencies;

· industrial disputes; or

· other circumstances outside reasonable control.

Where reasonably practicable, CWH will provide notice and discuss alternative arrangements.

CWH may suspend, restrict or end a person’s attendance or service where reasonably necessary due to:

· serious or repeated breaches of these Terms;

· unsafe behaviour;

· safeguarding concerns;

· abuse, threats or violence;

· failure to follow reasonable safety instructions;

· failure to provide information necessary for safe service delivery;

· non-payment; or

· circumstances where CWH can no longer safely or appropriately provide the service.

Where immediate action is necessary for safety or safeguarding, CWH may end attendance without prior warning.

Any refund, credit or other financial entitlement will be considered in accordance with the applicable cancellation terms, agreement and law.

CWH may communicate with customers through:

· email;

· telephone;

· text message;

· online booking platforms;

· social media;

· other digital communication platforms; or

· other contact methods provided by the customer.

Customers are responsible for keeping their contact information current.

Customers should notify CWH of reasonable communication adjustments they require.

CWH may use electronic communication to provide booking confirmations, reminders, changes, safety information and other relevant service information.

CWH may update these Terms & Conditions from time to time to reflect:

· changes to services;

· changes to business operations;

· changes in law or regulation;

· safety requirements;

· technology; or

· other reasonable business requirements.

The Terms & Conditions applicable to a booking will generally be those in effect when the booking is made, unless a later change is required by law or expressly agreed.

Where ongoing services are materially affected by a change, CWH will provide reasonable notice where practicable.

No change is intended to remove or limit rights that cannot legally be excluded.

These Terms & Conditions are governed by the laws of New South Wales and applicable Commonwealth laws of Australia.

Any dispute will be subject to the applicable courts and tribunals of New South Wales, subject to any mandatory consumer rights or dispute resolution processes that apply.

If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, that provision will be read down or removed to the extent necessary.

The remaining provisions will continue to operate.

If CWH does not immediately enforce a provision of these Terms & Conditions, this does not mean CWH has waived its right to enforce that provision later.

These Terms & Conditions, together with any applicable booking terms, Service Agreement, NDIS Service Agreement, registration form or other written agreement between CWH and the customer, form the agreement relating to the relevant service or experience.

Where a specific written agreement applies, it will prevail over these general Terms & Conditions to the extent of any inconsistency.

Connection Wellbeing Hub Pty Ltd
Trading as Connection Wellbeing Hub

ABN: 94 698 009 237

Email: info@connectionwellbeinghub.com.au

Website: www.connectionwellbeinghub.com.au

By booking, purchasing, registering for or attending a CWH service or experience, the customer acknowledges that they:

· have had an opportunity to read these Terms & Conditions;

· understand the nature of the service or experience they are booking;

· understand that some activities may involve inherent risks;

· agree to provide relevant information necessary for safe participation;

· agree to follow reasonable safety and behavioural requirements;

· understand their responsibilities regarding children, young people and people who may require additional support or protection;

· understand that appropriate support persons may be required in some circumstances;

· agree to communicate relevant changes or concerns to CWH; and

· understand that nothing in these Terms & Conditions removes rights that cannot legally be excluded.

Where a booking is made on behalf of another person, the person making the booking confirms that they have authority to accept these Terms & Conditions on that person’s behalf where applicable.

Connection Wellbeing Hub Pty Ltd reserves the right to review these Terms & Conditions periodically and update them where reasonably required.