Direct Debit Request Service Agreement

This Direct Debit Request Service Agreement explains the terms that apply when you authorise ShiftCare Pty Ltd to debit payments from your nominated Australian bank account using BECS Direct Debit.

This agreement forms part of your Direct Debit Request and should be read together with:

1. your Direct Debit Request authorisation;
2. ShiftCare’s Terms and Conditions;
3. ShiftCare’s Privacy Policy; and
4. any subscription, order form, invoice, billing arrangement or other agreement between you and ShiftCare.

1. About us

This Direct Debit Request Service Agreement is with:

ShiftCare Pty Ltd

ABN: 88 611 756 711

Address: 68 Waterloo Road, Macquarie Park, NSW 2113

Phone: 02 8311 4101

Email: support@shiftcare.com

In this agreement, “ShiftCare”, “we”, “us” or “our” means ShiftCare Pty Ltd.

“You” or “your” means the customer, account holder, organisation, authorised representative or person who has authorised the Direct Debit Request.

“Financial institution” means the Australian financial institution where your nominated account is held.

“Payment processor” means any third-party payment provider we use to process BECS Direct Debit payments, including Stripe or another approved provider.

2. Your authorisation

By completing or agreeing to a Direct Debit Request, you authorise ShiftCare, either directly or through our payment processor, to arrange for funds to be debited from your nominated Australian bank account.

You authorise us to debit your nominated account for amounts payable to ShiftCare, including subscription fees, plan fees, usage charges, add-ons, account adjustments, outstanding invoices, taxes, and any other amounts payable under your agreement with ShiftCare.

The details of your direct debit arrangement, including your nominated account, payment frequency and billing arrangement, are contained in your Direct Debit Request, invoice, subscription record, order form or customer account.

3. When we will debit your account

We will debit your nominated account in accordance with your billing arrangement with ShiftCare.

Payments may be debited on a recurring basis, including monthly, annually or another agreed billing cycle. Payments may also be debited for outstanding amounts, plan changes, usage-based charges, add-ons, account adjustments or other amounts payable under your agreement with ShiftCare.

If a debit date falls on a weekend or public holiday, we may debit your nominated account on the next business day.

If you are unsure about which day your account has been or will be debited, please contact us at support@shiftcare.com.

4. Variable amounts

The amount debited from your nominated account may vary depending on your subscription, plan, number of users, products, add-ons, usage, billing adjustments, taxes, credits, discounts or other charges that apply to your ShiftCare account.

Where required, we will provide notice of changes to your direct debit arrangement in accordance with this agreement, your customer agreement and applicable BECS requirements.

5. Changes to the direct debit arrangement

We will give you at least 14 days’ written notice if we make a material change to the terms of your direct debit drawing arrangement, unless the change is made at your request or is otherwise permitted under your agreement with ShiftCare.

This may include changes to the amount, frequency or timing of direct debits.

Notice may be provided by email, in-product notice, invoice notice, account notification or another reasonable written method.

6. Your responsibilities

You are responsible for ensuring that:

1. your nominated account can accept BECS Direct Debit payments;
2. your nominated account details are accurate and up to date;
3. there are sufficient cleared funds available in your nominated account on each debit date;
4. all authorised signatories or account holders have approved the Direct Debit Request;
5. you tell us promptly if your nominated account is transferred, closed or changed;
6. you tell us promptly if your authority to use the nominated account changes; and
7. you arrange an alternative payment method if your direct debit arrangement is cancelled, rejected, dishonoured or otherwise unavailable.

You should check with your financial institution if you are unsure whether your nominated account can accept BECS Direct Debit payments.

7. Updating, deferring or cancelling a direct debit

You may ask us to update, defer or cancel your direct debit arrangement by contacting us at support@shiftcare.com.

Where possible, we ask that you provide at least 7 business days’ notice before the next scheduled debit date if you want to:

1. change your nominated account details;
2. defer a debit;
3. change the debit schedule;
4. cancel your direct debit arrangement; or
5. make any other change to your direct debit authority.

You may also contact your financial institution directly to change, stop or cancel a direct debit arrangement.

Cancelling your direct debit arrangement does not automatically cancel your ShiftCare subscription, account, agreement or any amounts already payable to ShiftCare. If you wish to cancel your ShiftCare subscription or account, you must do so in accordance with ShiftCare’s Terms and Conditions and any applicable cancellation process.

8. Failed or dishonoured payments

A direct debit may fail or be dishonoured if, for example:

1. there are insufficient funds in your nominated account;
2. the account details are incorrect;
3. the account has been closed;
4. the account does not allow direct debits;
5. the direct debit has been cancelled; or
6. your financial institution rejects the transaction.

If a payment is dishonoured or fails, we may:

1. notify you of the failed payment;
2. reattempt the debit;
3. ask you to pay the outstanding amount using another payment method;
4. charge any dishonour, failed payment or recovery fees permitted under your agreement with ShiftCare;
5. suspend or restrict access to ShiftCare until payment is received; or
6. take any other action available under ShiftCare’s Terms and Conditions.

Your financial institution may also charge you fees for dishonoured payments. You should check your account terms with your financial institution.

9. Disputes and incorrect debits

If you believe there has been an error in debiting your nominated account, please contact us as soon as possible at support@shiftcare.com.

Please include:

1. your organisation name;
2. your ShiftCare account details;
3. the date and amount of the debit;
4. the reason you believe the debit is incorrect; and
5. any supporting information.

We will investigate your query and notify you in writing of the outcome. If we determine that your account was incorrectly debited, we will arrange for an adjustment, refund or correction as appropriate.

You may also contact your financial institution directly to dispute a direct debit.

10. Refunds and adjustments

Any refund, credit or adjustment will be handled in accordance with ShiftCare’s Terms and Conditions, your customer agreement and applicable law.

If a refund or adjustment is approved, we may apply it as an account credit, refund it to the original payment method or process it in another reasonable way.

11. Privacy and account information

We will handle your personal information and payment information in accordance with ShiftCare’s Privacy Policy.

We may collect, use and disclose information about your nominated account and direct debit arrangement for the purpose of:

1. setting up and managing your direct debit arrangement;
2. processing payments;
3. verifying payment authority;
4. responding to disputes, failed payments or chargebacks;
5. meeting our legal, regulatory and compliance obligations; and
6. working with our payment processor, financial institution, your financial institution or other parties involved in processing BECS Direct Debit payments.

Where we use a payment processor, your payment information may also be handled by that payment processor in accordance with its own terms and privacy policy.

12. Confidentiality

We will keep information about your nominated account confidential, except where disclosure is required or reasonably necessary for:

1. processing direct debit payments;
2. resolving a payment query, dispute or chargeback;
3. working with our payment processor or financial institution;
4. complying with BECS requirements;
5. complying with legal or regulatory obligations; or
6. enforcing our rights under your agreement with ShiftCare.

13. Authority to act

If you complete or approve a Direct Debit Request on behalf of an organisation, company, trust, partnership or other entity, you represent that you are authorised to do so.

You must ensure that all required account holders and authorised signatories have approved the Direct Debit Request.

14. Contact details

For direct debit enquiries, please contact:

ShiftCare Support Team

Email: support@shiftcare.com

Phone: 02 8311 4101

Address: 68 Waterloo Road, Macquarie Park, NSW 2113

You may also contact your financial institution directly if you wish to change, stop, cancel or dispute a direct debit.

15. Changes to this agreement

We may update this Direct Debit Request Service Agreement from time to time.

Where required, we will give you at least 14 days’ written notice of any material change to your direct debit drawing arrangement.

The current version of this agreement will be available on our website.

16. Relationship with other ShiftCare terms

This agreement only governs the direct debit payment arrangement. It does not replace ShiftCare’s Terms and Conditions, Privacy Policy or any other agreement between you and ShiftCare.

If there is any inconsistency between this agreement and your broader agreement with ShiftCare, the terms that most specifically relate to the relevant issue will apply, except where prohibited by law or applicable BECS requirements.