Wonsie NDIS Service Agreement

This Service Agreement applies between the NDIS Participant (or their authorised representative) submitting an NDIS order and Wonsie Pty Ltd.

By ticking the “I agree to the Wonsie NDIS Service Agreement” checkbox when submitting an NDIS order, the Participant or their authorised representative confirms that they have read, understood and agree to the terms below.

Products and Supports

Wonsie supplies specialised adaptive clothing and related products designed to support people with disability with personal care, continence management, dressing, dignity, safety and daily living needs.

Wonsie is a product supplier and does not provide direct personal care, clinical assessment or in-person participant support.

The products supplied will be those selected by the Participant or their representative and detailed in the applicable Wonsie order, quote or invoice.

Where NDIS funding is to be used, the Participant or their representative is responsible for ensuring that the products purchased are appropriate to the Participant’s needs and are permitted to be purchased using the Participant’s available NDIS funding.

Acceptance of this Service Agreement does not guarantee that a particular product or claim will be approved or paid by the NDIA or a Plan Manager.

Pricing and Orders

Current product prices are displayed on the Wonsie website and may vary according to the product, style and size selected.

The price applying to an order will be the price shown or agreed at the time the order is submitted or quoted. Applicable delivery charges will also be included.

GST will be applied where required by Australian taxation law.

Payment Arrangements

Self Managed Participants

Wonsie will issue an invoice to the Participant or their representative. The order will be dispatched once payment is received, unless otherwise agreed.

Plan Managed Participants

Wonsie will issue an invoice to the nominated Plan Manager. The order will be dispatched once payment is received.

Agency / NDIA Managed Participants

Where Wonsie is able to process an Agency Managed order, Wonsie may submit a claim through the applicable NDIS payment system.

A valid My Provider relationship or other NDIS system requirement may be required before Wonsie can successfully process a claim.

The order is subject to the NDIS claim being accepted and the applicable payment requirements being satisfied.

If a claim is rejected or cannot be processed, Wonsie will contact the Participant or representative to discuss available options.

Wonsie’s Responsibilities

Wonsie agrees to:

  • supply agreed products with reasonable care and in a timely manner, subject to stock availability, payment and circumstances outside Wonsie’s reasonable control;

  • provide an invoice or appropriate order record to the Participant, representative or Plan Manager;

  • communicate any significant stock, payment or dispatch issue affecting an order;

  • respect the Participant’s privacy, dignity, choice and control;

  • protect personal and confidential information;

  • provide a clear process for feedback and complaints; and

  • comply with the obligations that apply to Wonsie as a registered NDIS Provider.

Participant / Representative Responsibilities

The Participant or their representative agrees to:

  • provide accurate and current information required to process the order, invoice, delivery or NDIS claim;

  • select the products and sizes they wish to purchase and check the order details before submitting the order;

  • ensure there is appropriate available funding or another payment method for the order;

  • provide correct Plan Manager and funding-management details where applicable;

  • advise Wonsie promptly if the Participant’s NDIS plan, funding management, contact details or delivery information changes; and

  • advise Wonsie if the Participant’s NDIS plan is suspended, replaced or the Participant ceases to be an NDIS Participant.

Delivery, Returns and Cancellations

Orders are dispatched in accordance with Wonsie’s current delivery arrangements after the applicable payment or NDIS claim requirements have been satisfied.

Returns, exchanges and refunds are managed in accordance with Wonsie’s current Returns/Refund Policy and Australian Consumer Law.

Because Wonsie primarily supplies products rather than scheduled support sessions, service cancellation fees do not ordinarily apply.

An order may only be changed or cancelled where reasonably practicable and depending on its processing and dispatch status.

Privacy and Confidentiality

Wonsie may collect personal information reasonably required to process an NDIS order, quote, invoice, payment, claim or delivery. This may include the Participant’s name, NDIS number, date of birth, contact details, representative details and plan-management information.

Wonsie will only use or disclose personal information for legitimate business, NDIS, legal or regulatory purposes, where consent has been provided, or where disclosure is otherwise authorised or required by law.

Personal information is handled in accordance with Wonsie’s Privacy, Confidentiality & Information Management Policy.

Feedback, Complaints and Disputes

Wonsie welcomes feedback and will respond to complaints respectfully, fairly and without disadvantage to the Participant.

To provide feedback or make a complaint, please contact:

Wonsie Pty Ltd
Email: info@wonsie.com.au
Phone: 0409 309 129

A Participant may have a family member, representative, support person or independent advocate assist them with a complaint.

If the Participant does not wish to complain directly to Wonsie, or is not satisfied with Wonsie’s response, they may contact the NDIS Quality and Safeguards Commission on 1800 035 544 or use the Commission’s online complaints service.

Questions specifically relating to an NDIS plan or funding may be directed to the National Disability Insurance Agency (NDIA) on 1800 800 110.

Please also refer to Wonsie’s Complaints Handling Policy for further information.

Changes and Ending the Agreement

This Service Agreement applies to NDIS orders submitted to Wonsie while these terms remain current.

Wonsie may update this agreement where its business processes, NDIS requirements or applicable laws change. The version accepted at the time an order is submitted will apply to that order.

Either party may end the Service Agreement. Ending the agreement does not remove responsibility for products already supplied, outstanding invoices or obligations arising before the agreement ended.

The Participant remains free to choose or change providers in accordance with their NDIS arrangements.

Agreement

By ticking the Service Agreement checkbox when submitting an NDIS order, the Participant or their authorised representative confirms that:

  • they have read and understood this Service Agreement;

  • they are authorised to place the order and, where applicable, act on behalf of the Participant;

  • the information provided is accurate to the best of their knowledge;

  • they agree to the payment arrangements applicable to the Participant’s funding management; and

  • they agree to the terms of this Service Agreement.

Wonsie Pty Ltd
NDIS Provider Number: 4050130800
Phone: 0409 309 129
Email: info@wonsie.com.au
Address: 31/242A New Line Road, Dural NSW 2158

Last updated: 10 September 2026