Guarantee

Last updated 29 September 2026. Nemco (ABN 95 164 685 849) (“Nemco”, “we”, “us”). Contact: hello@nemco.com.au · 0488 863 626.

Our commitment to your build

This page sets out exactly what Nemco guarantees, what it does not, and what you need to do to keep each guarantee in force. It is written to be read, not skimmed. If anything here conflicts with our Terms & Conditions, the Terms prevail.

What this is not. This is not a guarantee of revenue, clients, profit, regulatory registration, audit outcomes or business success. Registration decisions belong to the regulator; commercial results belong to you and your market. Anyone who promises those outcomes is not being honest with you, and we will not be either.

1. The 24-hour documents guarantee

For every ready-to-run setup, your branded document pack is released within 24 business hours of us receiving your completed onboarding questionnaire and the information it asks for. If we miss that window for any reason within our control, you receive three additional months of Owner Hub membership at no charge.

• The clock starts when the questionnaire is complete, not when it is opened. Missing answers, missing documents or unanswered clarification requests pause the clock.
• Business hours are Monday to Friday, 9am–5pm AEST, excluding NSW public holidays.
• The guarantee applies to the standard pack for your setup. Custom documents scoped separately have their own agreed dates.

2. The 48-hour fixes guarantee

If a regulator, approved quality auditor, assessor, school, insurer or plan manager raises a non-conformity, deficiency or rejection in any document or system that Nemco produced, we rewrite or correct it within 48 business hours of you sending us the written finding, at no charge, for as long as you hold an active Owner Hub membership (the first three months are included with every setup).

• Covers: policies, procedures, registers, service agreements, self-assessment responses, forms, website content and system configurations we delivered.
• Does not cover: findings about your practice (what your staff actually do), records you were required to keep after handover, documents you edited without our review, or requirements introduced after handover unless you are on the Owner Hub, in which case we update the affected documents as part of membership.
• The remedy is the corrected document or configuration. It is not a refund, and it is not a guarantee that the regulator will accept the correction – although, in our experience, properly corrected documents are.

3. The documentation refund

If your registration application is refused by the regulator and the written reason for refusal is a deficiency inside our scope – the documents, the self-assessment responses or the application form we prepared – we refund the documentation stage of your setup in full.

• Applies to: NDIS Provider Setup (verification or certification package), Aged Care Provider Setup, and any advisory engagement where we prepared the application.
• Does not apply where the refusal reason is outside our scope: key-personnel suitability, worker screening outcomes, insurance, financial viability, criminal history, misrepresentation on your part, failure to respond to the regulator or auditor within their timeframes, or a decision not to proceed.
• You must give us the opportunity to correct and resubmit under the 48-hour guarantee first, where the regulator allows a resubmission.
• The documentation stage is defined in your written quote and is typically 40% of the package price.

4. Stop at any milestone

Every setup is paid in three milestones – 40% to start, 40% at the middle milestone, 20% at handover. You may stop after any completed stage. You keep everything built to that point, you owe nothing for stages not started, and we do not chase you. Your deposit is refundable in full until Stage 1 begins.

5. You own 100%

On final payment, every deliverable – entity documents, brand, website, documents, systems and their source files – is yours outright. No licence, no royalty, no lock-in, no approval needed to sell, expand or change it. Until final payment, deliverables remain Nemco’s property and access may be paused if a milestone payment is more than 14 days overdue.

What you need to do

• Complete the onboarding questionnaire honestly and in full, and respond to our questions within five business days.
• Complete the personal screening and licensing your industry requires (NDIS Worker Screening, Working With Children Check, police checks, insurance).
• Attend the two handover sessions and confirm sign-offs within five business days.
• Send us regulator or auditor findings in writing within 10 business days of receiving them.
• Keep the records the regulator requires after handover; we build the system, you run it.

Making a claim

Email hello@nemco.com.au with the subject line “Guarantee claim”, the finding or notice attached, and the date you received it. We acknowledge within one business day and tell you which guarantee applies and what happens next. Nothing in this page limits your rights under the Australian Consumer Law.