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Neume SaaS Terms and Conditions
Last updated: 14 October 2026
Provider: Neume Pty Ltd ABN 70 702 185 840 (Neume)
ABOUT THESE TERMS
These terms govern your access to and use of the Neume mobile application, website and related services operated by Neume Pty Ltd ABN 70 702 185 840. They form a contract between you and Neume Pty Ltd. You must affirmatively accept these terms before using an Account or joining a Care Group. If you do not agree, do not use Neume.
The initial controlled pilot is invite-only, limited to a small number of adult Account holders and adult Care Recipients, and free of charge. No payment details are collected and participation does not automatically convert to a paid service. Neume will present the price, billing arrangements and applicable terms for separate acceptance before enabling any paid Subscription. Provisions concerning Fees, recurring billing and paid Subscriptions apply only after that separate acceptance.
SUBSCRIPTION DETAILS
Item
Details
Platform
Neume is a care coordination and record-management platform for a Care Recipient, their family, informal supporters and invited Care Team Members.
Subscription
The initial controlled pilot is free and invite-only, with no payment details or automatic paid conversion. Monthly or annual paid Subscriptions may be offered later under separately accepted purchase terms.
Fees
No Fees apply to the controlled pilot. Any future price and total minimum cost, including applicable taxes, will be shown before a paid purchase.
Renewal
A paid Subscription renews automatically for the same billing period unless cancelled before the next renewal date.
Cancellation
You may cancel in the app at any time. Cancellation stops the next renewal. Access continues until the end of the current paid period unless these terms state otherwise or the law requires a refund.
Payment provider
No payment provider has been selected and no payments are taken during the controlled pilot. Payment-provider details will be disclosed before paid Subscriptions are offered.
Support
In-app or email support on a reasonable-endeavours basis. Neume does not promise a response or resolution time.
Contact
support@neume.com.au; privacy@neume.com.au for privacy requests; security@neume.com.au for security incidents.
HOW THESE TERMS WORK
Capitalised terms have the meanings given where they are first defined or in the Definitions clause.
If the Subscription Details conflict with these terms, the Subscription Details prevail only for the price, billing period and any expressly identified special condition.
Our Privacy Policy explains how Neume Pty Ltd handles personal information and health information. It is not part of this contract, but you should read it before using Neume.
WHAT NEUME DOES
CARE COORDINATION
Neume provides messaging, calendars, task and handover tools, notes, care profiles, document and photo storage, and a shareable Care Card. Features may change as the Platform develops.
NO CLINICAL OR EMERGENCY SERVICE
Neume is a communication and record-management tool. It is not a medical record system, medical or clinical advice, clinical decision support, a monitoring service or an emergency service. Neume does not diagnose, analyse or verify Care Data and does not monitor messages or Care Cards.
Do not rely on Neume where delay, unavailability or inaccurate information could cause harm. Verify important information with the Care Recipient or an appropriate treating professional. In an emergency, call 000 or the relevant emergency service.
NO RESPONSE-TIME PROMISE
Neume does not guarantee that a message, task, notification or Care Card will be delivered, read or acted on within any time.
ACCOUNTS AND ELIGIBILITY
During the controlled pilot, each Account holder and Care Recipient must be at least 18 years old. Neume may introduce supervised access for minors only after implementing and documenting appropriate consent, authority, privacy and safeguarding controls.
You must provide accurate information, keep it current, keep your login and device secure, and promptly tell us if you suspect unauthorised access.
Your Account is personal to you. Do not share credentials or allow another person to impersonate you.
CARE GROUPS AND AUTHORITY
CARE GROUP OWNER
Each Care Group has an Owner who administers membership, permissions and the Subscription. Being an Owner or administrator does not itself establish legal authority to consent to collecting, using or sharing the Care Recipient's health information. Where the Care Recipient cannot consent personally, the relevant user must have lawful authority under the law that applies, such as authority as a guardian, attorney, administrator or person responsible. Next-of-kin status alone does not necessarily provide that authority.
Neume may require an Owner, administrator or other user to confirm the basis of their authority and provide reasonable evidence. A user must promptly tell Neume if that authority changes or ends.
An Owner's or Care Team Member's stated authority, consent and professional details are self-reported unless Neume expressly confirms that it has verified them. Neume may require evidence and performs identity and authority checks before reassigning an ownerless Care Group. An appointment as guardian, attorney or administrator must cover the particular decision; the role title alone is insufficient.
INVITATIONS AND PERMISSIONS
The Owner and authorised administrators may invite, remove and assign permissions to Care Team Members. Access can differ by role and by person. A person may be prevented from seeing particular features or information, including where a child or other user should not see it.
The Owner and each administrator must grant only the access reasonably needed for that person and review or remove access promptly when their involvement ends.
TRANSFER OF OWNERSHIP
An Owner may transfer ownership only to an eligible user who accepts the transfer and records a lawful basis for taking responsibility for the Care Group.
OWNERLESS CARE GROUPS
If an Owner deletes their Account, dies, loses capacity, cannot be contacted or otherwise ceases to act before ownership is transferred, Neume may temporarily restrict administrative changes and treat the Care Group as ownerless. Existing members may retain only the access already assigned to them while Neume verifies a proposed replacement Owner's identity, connection to the Care Recipient and authority to administer the Care Group. Neume may consult the Care Recipient or an authorised representative, request supporting documents, preserve the Care Data, revoke active Care Cards, archive the Care Group or decline a transfer where authority cannot be established.
Administrative ownership and legal authority are assessed separately. Reassigning ownership does not decide who may consent for the Care Recipient or determine any dispute between family members, representatives or care providers.
REMOVAL
Removal ends future access but does not erase the removed person's historical contributions. Their name may remain with records they created so the history remains intelligible.
CONSENT AND CARE DATA
EXPRESS CONSENT
Health information, medical records and medical photographs, including wound photographs, are sensitive information. The same consent and authority process applies to each of them. Before uploading, collecting or sharing another person's sensitive information, you must obtain that person's express consent or be lawfully authorised to act for them. You must be able to provide evidence of that authority or consent if reasonably requested.
When prompted, you must confirm that the Care Recipient has expressly consented to the relevant information being uploaded, stored and shared through Neume for the stated care purpose and with the selected audience, or that you have lawful authority covering those actions. For a photograph, the confirmation must also cover taking the photograph, its care purpose and intended sharing. If the information concerns you, you may provide that express consent personally. Neume records the declaration wording and version, the responding Account, the Care Recipient, the information or action concerned, the selected audience, and the date and time.
When you provide your own sensitive information, you expressly consent to Neume collecting, holding, using and disclosing it as described in the Privacy Policy and the collection notice shown at the point of collection.
Neume records acceptance of these terms separately from acknowledgement of the Privacy Policy and consent to handling sensitive information. Authority declarations and consent records are retained in accordance with the Privacy Policy. An electronic record is evidence of the action recorded but does not create legal authority or make the underlying declaration true.
YOUR RESPONSIBILITY
You are responsible for the legality, accuracy, relevance and clinical correctness of Care Data you enter or share, the audience you select, and any action you take based on Care Data. Correct inaccurate information promptly using the available correction process.
NEUME'S RESPONSIBILITY
Neume is responsible for operating the Platform's access mechanisms and taking reasonable steps to protect information it holds. Nothing in these terms excludes a responsibility that cannot lawfully be excluded.
CHANGES TO CONSENT OR AUTHORITY
You must tell the Owner and Neume promptly if consent is withdrawn, your authority ends, a guardianship or administration arrangement changes, or you become aware that information was provided without adequate consent or authority. The Owner must promptly review affected permissions and sharing.
INFORMATION ABOUT OTHER PEOPLE
Care Data may include information about relatives, workers, clinicians and other third parties. You must collect and disclose only what is reasonably necessary for the Care Recipient's care and must not use Neume to create unnecessary profiles about other people.
CARE RECORDS AND COMMUNICATIONS
HANDOVER NOTES AND CORRECTIONS
The author of a handover note may edit or delete it only during the short editing period made available in the Platform. After that period, the note may be locked to preserve the record. A later correction is made through a linked correction note that identifies the correction without silently rewriting the original.
MESSAGES
Messages may be permanent or soft-deleted and may not be editable after sending. A message posted in a staff, family or direct room may still contain the Care Recipient's personal information and form part of information Neume must produce in response to a lawful access request.
HISTORICAL AUTHORSHIP
Care Data may remain attributed to its author after that person leaves the Care Group or deletes their Account. Neume may retain the author's name and mark them as a former member where reasonably necessary to preserve the intelligibility and integrity of the record.
EXPORTS
During the pilot, access, correction, export and Care Recipient record-deletion requests are handled through a controlled manual process. Contact privacy@neume.com.au; export requests may also be sent to support@neume.com.au. Neume verifies identity and authority, considers other people's privacy and applicable retention obligations, and supplies an available secure export where appropriate. Archiving is not deletion. Care Data that is no longer lawfully needed is securely destroyed or permanently de-identified, including through the manual process. Obtain any information needed for continuing care before a Care Group is transferred or archived.
NO EXCLUSIVE RECORD
Do not use Neume as the only place where information essential to treatment, medication safety, emergency response or legal compliance is stored. Maintain any separate records required by law or professional obligations.
CARE CARD
An authorised active Care Team Member may create a login-free Care Card link or QR code containing selected emergency-relevant information about the Care Recipient. The link expires after 24 hours and any active Care Team Member may revoke it.
A Care Card is a bearer link. Anyone who obtains the link can view the Care Card while it is active. Share it only with a person involved in the Care Recipient's care or treatment. Revocation prevents new requests but cannot recall information already viewed, copied, photographed, printed or saved, and it may not remove a page already open until it is refreshed.
Neume records when a valid Care Card is opened and may show the number and time of views. Neume does not record or verify who opened it.
A Care Card is a user-prepared emergency summary intended to help communicate selected information when the Care Recipient may not be able to do so. It may be incomplete, outdated or inaccurate. A recipient should use professional judgment, verify information where practicable and not delay urgent assessment or treatment merely because information cannot be verified through Neume.
The Care Card must contain emergency-relevant information only. Do not include opinions, behavioural commentary, a Medicare number, blood type or information unrelated to care or treatment.
If a Care Card is sent to the wrong person, revoke the link immediately, record what happened and report it to the Owner and Neume at security@neume.com.au. Revocation does not replace the need to report a suspected privacy incident.
ACCEPTABLE USE
You must not use Neume unlawfully, fraudulently, abusively or in a way that infringes another person's privacy, confidentiality or intellectual property rights.
You must not upload malicious code; attempt to bypass security or permissions; scrape, reverse engineer or disrupt the Platform; use another person's Account; or sell, sublicense or commercially exploit access to Neume.
You must not upload material that is defamatory, threatening, discriminatory, sexually explicit, exploitative or otherwise unlawful, except where lawful clinical documentation reasonably requires sensitive content and the relevant consent and safeguards are in place.
You must not use information obtained through Neume to discriminate against, exploit, harass or cause harm to a Care Recipient or Care Team Member, or for employment, insurance, credit, marketing or another purpose unrelated to the relevant care relationship.
You must not introduce automated extraction, artificial-intelligence analysis, facial recognition or other profiling tools to Care Data without Neume's written approval and all legally required consent.
USER CONTENT AND MODERATION
CONTENT STANDARDS
Care Data must be factual, relevant to the relevant care relationship, and expressed professionally. Record observations as observations and do not present speculation as clinical fact.
REPORTING CONTENT
A user may report content or conduct that they reasonably believe is unlawful, unsafe, inaccurate or inconsistent with these terms by contacting support@neume.com.au. An in-app reporting function is not currently provided. Neume may preserve the reported material while investigating, even if it is hidden from ordinary view.
NEUME ACTION
Neume may restrict access to content, preserve evidence, notify the Owner, require a correction, or suspend a user where reasonably necessary to address a legal, privacy, safety or security risk. Neume is not required to make clinical judgments or resolve disputes between members about the substance of care.
SUBSCRIPTIONS PAYMENTS AND TRIALS
PURCHASE
Before purchase, we will show the billing period, price, total minimum cost and whether the Subscription renews automatically. Fees are charged in advance through the payment provider.
SUBSCRIPTION HOLDER
The Account holder who starts or pays for a Subscription is the Subscription Holder and is responsible for the Fees. Unless the purchase screen states otherwise, one Subscription supports the Care Group linked to that purchase and the invited members who are permitted to use it.
Deleting the Subscription Holder's Account will cancel future renewal once Neume or the payment provider processes the deletion, but does not retrospectively refund the current billing period. The Subscription Holder should cancel through the applicable payment channel before deleting their Account. If billing is managed by an app store, cancellation must also be completed through that app store where required.
PAYMENT AUTHORITY
By providing or selecting a payment method, you authorise the payment provider to charge the Fees when due, including each recurring renewal charge, until you cancel the Subscription. You must be authorised to use that payment method and keep its details current.
TRIALS AND FREE PERIODS
A trial or free testing period may have limited functionality and may end on notice. If a trial converts automatically to a paid Subscription, the price, billing period, conversion date and cancellation method will be shown before you agree.
RENEWAL AND CANCELLATION
Your Subscription renews automatically until cancelled. You may cancel in the app before the renewal date. You retain access until the end of the period already paid for, and no further renewal fee will be charged.
REFUNDS
Fees are not refundable for change of mind or unused time, except where required by the Australian Consumer Law or where we expressly agree otherwise.
FAILED PAYMENTS
If payment fails, we may retry the payment, ask the Subscription Holder to update payment details, restrict paid features or suspend the Subscription after reasonable notice. Suspension or expiry does not immediately erase Care Data. Remaining members may lose access or have limited read-only access, and Neume may archive the Care Group unless a new eligible Subscription Holder assumes payment. Access, retention and deletion remain subject to the Privacy Policy and applicable law.
GST AND PAYMENT CHARGES
Unless the purchase screen states otherwise, Fees include any GST that must be included in the displayed consumer price. A payment provider or app store may impose a separately disclosed charge under its own terms. Neume will not impose a payment surcharge that exceeds the amount permitted by law.
AVAILABILITY SUPPORT AND CHANGES
GENERAL
Neume is supplied on an as-available basis. Maintenance, defects, internet failures, third-party outages and events beyond our reasonable control may interrupt access. We do not promise uninterrupted or error-free operation, backup restoration or any uptime level.
We may change or discontinue features. If we remove a material paid feature during a current paid period and the change materially disadvantages you, you may cancel and receive any refund required by law.
During a pilot or free testing period, Neume may contain defects and features may change or be unavailable. Do not enter real Care Data unless we have told you the live pilot is approved to begin.
MAINTENANCE
We may perform scheduled or emergency maintenance and may temporarily restrict access to protect the Platform or Care Data. Where reasonably practicable, we will give notice of planned material interruptions.
BACKUPS
We may maintain backups for continuity and disaster recovery, but a backup may be incomplete, unavailable or subject to a retention cycle. You must not rely on Neume's backups as a substitute for any record you are legally or professionally required to keep.
SUPPORT SCOPE
Support covers reasonable assistance with use of the Platform. It does not include clinical advice, emergency response, device or internet support, or resolving disputes within a Care Group.
THIRD PARTY SERVICES
Neume relies on third parties for hosting, authentication, storage, email, app distribution, push notifications and payments. Their terms and privacy practices may also apply. We remain responsible for obligations that the law places on us.
Links or integrations do not mean Neume endorses a third-party service. We are not responsible for a third party's independent acts or services, subject to any non-excludable rights.
These terms operate alongside the applicable standard terms of Apple, Google and any payment provider. They are not intended to be a custom app-store licence agreement. If a mandatory app-store rule conflicts with these terms for a transaction or download handled by that app store, the mandatory rule applies to the extent of the conflict.
Neume may replace a supplier where reasonably necessary. We will assess privacy and security implications and update our Privacy Policy where the replacement materially changes overseas disclosure or handling of personal information.
EVENTS OUTSIDE OUR CONTROL
Neume is not responsible for delay or failure caused by an event beyond its reasonable control, such as a widespread communications outage, hosting failure, natural disaster, epidemic, government action, industrial disruption, war or cyberattack not caused by Neume's failure to take reasonable precautions.
If such an event materially affects the Platform, we will take reasonable steps to limit disruption and restore affected services. This clause does not remove any consumer guarantee, refund right or other obligation that cannot lawfully be excluded.
INTELLECTUAL PROPERTY
Neume and its licensors own the Platform, software, branding and documentation. We grant you a limited, personal, non-exclusive, non-transferable and revocable licence to use them while your Account is active and in accordance with these terms.
You retain ownership of Care Data you provide. You grant Neume a non-exclusive licence to host, copy, process, transmit and display that Care Data only as reasonably necessary to provide requested functions, maintain security, prevent misuse, diagnose faults, improve the reliability and usability of those functions, comply with law and enforce these terms. This does not permit Neume to use identifiable Care Data for unrelated product development, advertising, profiling or training artificial-intelligence models. Neume may use genuinely de-identified or aggregated information where there is no reasonable likelihood of re-identification. This licence ends when the information is deleted, except to the extent it remains lawfully retained in records or backups.
If you give feedback, you permit Neume to use it without restriction or payment, but Neume will not identify you publicly without consent.
PRIVACY AND SECURITY
GENERAL
Our Privacy Policy describes our handling of personal information. You must use Neume consistently with applicable privacy and health-records laws and any duty of confidentiality that applies to you.
We use reasonable technical and organisational safeguards, but no system is completely secure. Tell us promptly at security@neume.com.au if you become aware of loss, unauthorised access, a misdirected Care Card or another suspected privacy or security incident.
SECURITY OBLIGATIONS
You must use available device locks and multi-factor authentication where appropriate, install security updates, review Care Group membership, and avoid accessing Neume on an insecure or shared device where another person may see Care Data. Neume does not currently provide a self-service active-session review screen; contact security@neume.com.au promptly if you suspect an unknown or unauthorised session.
INCIDENT COOPERATION
You must reasonably cooperate with steps to contain and assess a suspected incident, including preserving relevant information, providing an accurate account and following reasonable instructions about password changes, access removal or Care Card revocation.
CONFIDENTIALITY
You must keep Care Data and non-public information about another user confidential and use it only for the purpose for which access was given.
This obligation does not prevent disclosure with valid consent, to a treating professional or authorised representative for the Care Recipient's care, where required or authorised by law, or where reasonably necessary to respond to a serious threat and permitted by law.
Your confidentiality obligations continue after you leave a Care Group or your Account ends.
SUSPENSION AND TERMINATION
BY YOU
You may delete your Account in the app or withdraw from the free pilot at any time. During the pilot there is no billing to cancel. For any future paid Subscription, cancellation stops renewal and Account deletion removes your login and profile information as described in the Privacy Policy; the applicable purchase screen will explain any payment-provider cancellation steps.
BY NEUME
We may suspend or terminate access immediately where reasonably necessary to protect a person, Care Data or the Platform; respond to unlawful conduct or a security risk; comply with law; or address a serious or repeated breach. Where practicable, we will give notice and a reasonable opportunity to remedy a remediable breach.
EFFECT
When access ends, you must stop using the Platform. Withdrawal, Subscription cancellation or Account deletion does not automatically erase the Care Group or Care Data. A limited authorship record and contributions may remain where lawfully needed. The Owner should request an export needed for continuing care before archiving. Requests to delete the Care Recipient's record are assessed and actioned through Neume's controlled manual process under the Privacy Policy.
SURVIVAL
Rights and obligations concerning accrued fees, privacy, intellectual property, liability, disputes and retained records continue to the extent needed to give them effect.
NOTICE AND REVIEW
Where access is suspended for a suspected breach and immediate restriction is no longer required, you may contact us to request a review. We may consult the Owner, preserve relevant records and maintain restrictions while a genuine safety, privacy or legal risk remains.
CONSUMER RIGHTS AND LIABILITY
CONSUMER GUARANTEES
Nothing in these terms excludes, restricts or modifies a consumer guarantee, right or remedy under the Australian Consumer Law or another law that cannot lawfully be excluded, restricted or modified.
EXCLUDED LOSS
To the maximum extent permitted by law, neither party is liable to the other for indirect or consequential loss, or loss of profit, revenue, opportunity, goodwill or anticipated savings. This exclusion does not apply to liability that cannot lawfully be excluded, fraud, wilful misconduct, or death or personal injury caused by negligence.
LIABILITY CAP
To the maximum extent permitted by law, Neume's aggregate liability arising from or connected with the Platform or these terms is limited to the greater of AUD 100 and the Fees you paid to Neume in the 12 months before the event giving rise to liability. The cap does not apply to liability that cannot lawfully be limited, fraud, wilful misconduct, death or personal injury caused by negligence, or Neume's material breach of applicable privacy, confidentiality or data-security obligations.
REDUCED REMEDIES
Where the Australian Consumer Law permits us to limit a remedy for failure to comply with a consumer guarantee, our liability is limited, at our option, to supplying the relevant services again or paying the cost of having them supplied again.
YOUR INDEMNITY
You indemnify Neume against third-party claims and reasonable losses caused by your unlawful use of Neume, your material breach of these terms, or Care Data you were not authorised to upload or disclose. Your liability is reduced to the extent Neume caused or contributed to the loss. This indemnity does not require you to indemnify Neume for its own negligence, breach of law or breach of these terms.
ALLOCATION OF RISK
The exclusions and cap in this clause apply to the extent permitted by law whether a claim is framed in contract, tort including negligence, statute, equity or otherwise. They do not limit your statutory rights or any express refund right in these terms.
MULTIPLE EVENTS
Related acts, omissions, defects or incidents arising from the same underlying cause are treated as one event for the liability cap. This does not combine unrelated claims or reduce a non-excludable remedy.
NOTICES
We may give a notice through the Platform, by email to the address linked to your Account, or by another contact method you provide. You must keep contact details current.
A notice is taken to be received when displayed in the Platform, when an email leaves our system without a delivery-failure message, or when otherwise actually received. This clause does not alter any notice method required by law.
COMPLAINTS AND DISPUTES
Contact us first at support@neume.com.au and give reasonable details of the issue. We will try to resolve the dispute promptly and in good faith.
If the dispute is not resolved within 30 days, either party may propose mediation in Victoria through an agreed mediator. This does not prevent either party seeking urgent relief or using a court, consumer tribunal or regulator available to them.
CHANGES TO THESE TERMS
We may change these terms to reflect legal, security, operational or product changes. We will give reasonable advance notice of a material change where practicable. If a material change significantly disadvantages you, you may cancel before it takes effect.
A change does not retrospectively remove accrued rights and cannot exclude a right that the law protects.
GENERAL
These terms are governed by the laws of Victoria, Australia. Courts and tribunals with jurisdiction in Victoria may hear disputes. This does not exclude any right a consumer has to bring a claim in another State or Territory or rely on a mandatory law that applies where they live.
You may not assign your Account or these terms without our consent. We may assign these terms as part of a genuine corporate restructure or sale of the Neume business if the assignment does not materially reduce your rights.
If a provision is unenforceable, it is read down to the extent necessary and the rest remains effective. A delay in exercising a right is not a waiver.
These terms, the Subscription Details and any terms expressly incorporated by reference record the agreement about your use of Neume and replace earlier discussions or representations about that subject, except for a representation or right that cannot lawfully be excluded.
Words such as including and for example do not limit the words that come before them. Headings are for convenience only. A reference to writing includes email and an in-app notice where that method is appropriate.
DEFINITIONS
Term
Meaning
Account
means an individual login to Neume.
Australian Consumer Law
means Schedule 2 to the Competition and Consumer Act 2010 (Cth).
Care Card
means the time-limited, login-free summary generated from selected Care Data.
Care Data
means information, messages, records, documents, photographs and other content entered, uploaded or generated in a Care Group.
Care Group
means the workspace relating to one Care Recipient.
Care Recipient
means the person whose care is coordinated through a Care Group.
Care Team Member
means a user invited to a Care Group, including a family member, informal supporter, care worker, administrator or the Care Recipient.
Fees
means amounts payable for a Subscription.
Owner
means the user recorded as responsible for administering a Care Group.
Platform or Neume
means the Neume application, website and related services.
Subscription
means paid access to Neume for a monthly or annual billing period.