Terms & Conditions

Effective 3 July 2026 · current version · see also our Privacy Policy

1. Definitions

"Service" means the CaseFlow Note application and any related hosting, support, and services we provide. "Software" means the CaseFlow Note application itself (iOS, Android, or web). "Organisation" means the entity that has subscribed to the Service — an ACCO, NDIS provider, family services organisation, or similar. "Users" means individuals authorised by the Organisation to access the Service, including Practitioners, Supervisors, and Admins. "Personal Information" has the meaning given in the Privacy Act 1988 (Cth). "Case Record" means the information a Practitioner enters during the guided question flow, including the AI-drafted note produced from it; a Case Record is a draft while it exists inside the Service, and becomes the Organisation's authoritative record only once transferred into the Organisation's own system (see section 10).

2. Who's who

• Practitioner — creates and sees their own case notes.
• Supervisor — everything a Practitioner can do, plus read access to their team's notes, seat management, and engagement reporting. In the activity log and the standard engagement or DEX exports, a Supervisor sees that activity happened — not the content of a note. This isn't an absolute rule everywhere, and we'd rather say so plainly: a Supervisor or Admin with case access can open and read an individual note directly (always audit-logged as a note.viewed event, recording who viewed it and when — never its content), and two purpose-built surfaces are designed to show full note content by nature of their job — the closure-letter approval queue and the case-file report builder (which defaults funder reports to excluding note content unless a user turns that on).
• Admin — everything a Supervisor can do, plus billing and plan management.
• Platform Admin — Flow Outcomes staff, with the access needed to operate and support the Service.

3. Accepting these Terms

By setting up an account, or by using a seat provisioned by your Organisation, you agree to be bound by these Terms. If you're setting up the Organisation's account, you're confirming you have authority to do so on the Organisation's behalf. If you don't agree, please don't use the Service — and let us know, so we can understand why.

4. What the Service is

CaseFlow Note helps a practitioner capture what happened in an interaction, turn it into a clean, strengths-based case note with AI assistance, and send it where it needs to go. The Service is limited to note capture, drafting, and transfer. Any other functionality is not included unless we separately agree to it with your Organisation in writing. If your Organisation is interested in capabilities beyond note capture and drafting, please raise it with us directly rather than assuming it's included.

5. Fees and billing

CaseFlow Note is sold on an annual subscription basis — there is no monthly plan. There are two subscription tracks: an Individual retail seat for a single practitioner, and an Organisation seat licence — a per-seat, volume-banded annual licence priced lower per seat as the Organisation buys more seats.

The current prices, seat bands, and any applicable taxes (including GST) are shown clearly before you subscribe, on the pricing and checkout pages of the web app. New subscriptions start with a 14-day free trial; at the end of the trial the subscription converts automatically to the paid annual plan shown at sign-up, unless it's cancelled beforehand.

Billing is handled on the web, through Stripe, our payment processor — Stripe collects and processes your payment details on our behalf; we do not store your card details ourselves. Subscriptions, seats, and billing are managed through the web app. The mobile apps (iOS and Android) are sign-in only — you can't start, change, or cancel a subscription from the mobile app itself.

6. Setting up and managing your Organisation's account

Your Admin sets up the Organisation's account and can invite Practitioners and Supervisors by email or QR code. A team QR invite is valid for 15 minutes and can onboard multiple people at once within that window, so no IT support is needed to get a team started. An individual email invite sent by an Admin is valid for 7 days. Admins and Supervisors can revoke a seat within their own Organisation at any time.

7. Acceptable use

You agree to use the Service only for your Organisation's own internal case-noting purposes, and not to: resell, sublicense, or make the Service available to anyone outside your Organisation; attempt to disrupt, overload, or interfere with the Service or its infrastructure; or upload or record anything unlawful, or use the Service in a way that breaches your own legal or professional obligations. We take a light touch here — this clause exists to protect the Service for everyone, not to police how you do your work.

8. Who owns what

Your Organisation's data is your Organisation's data. The Case Records your Practitioners create belong to your Organisation, not to us. We're granted only the licence needed to store, process, and transmit that information in order to provide the Service to you — nothing more. Flow Outcomes owns the Software itself — the app, its design, and its underlying technology — along with any improvements we make to it. This split mirrors our Privacy Policy: your Organisation is the data controller, and we act as custodian.

9. Availability and support

We've designed the Service so that a worker is never blocked mid-shift. Viewing and exporting existing notes always works, at every subscription state. Creating a new note is only blocked if your Organisation's subscription has been explicitly cancelled or paused, or if a genuine usage cap has been reached — a subscription that is past-due but still within its grace period does not block note creation.

We aim to respond to support requests promptly during Australian business hours, and we treat security issues as a priority. We don't commit to a fixed response time in these Terms, but we'll always do our best to help you keep working.

10. What the Service is not

CaseFlow Note is a drafting and capture tool. It does not replace your professional judgement, your Organisation's own case-recording obligations, or any mandatory reporting duties you have as a practitioner. The AI-drafted note is a draft; it becomes your Organisation's authoritative record once you've reviewed it, confirmed its accuracy, and transferred it into your Organisation's own system — not before.

To the fullest extent the law allows, Flow Outcomes isn't liable for decisions made based on a case note, or for the accuracy of a note that a Practitioner has confirmed but which doesn't in fact reflect what happened. Nothing in these Terms excludes or limits any rights or guarantees you have under the Australian Consumer Law or other laws that cannot lawfully be excluded.

11. If something goes wrong with your subscription

Subscriptions move through a few states: trialling, active, past-due, cancelled, or paused. We'll always try to warn your Organisation before anything changes that could affect your team's ability to work. If your Organisation cancels or the subscription lapses, your data follows the retention approach in our Privacy Policy: notes remain exportable for a short period, and are automatically and permanently purged 7 days after they were last shared or exported. We recommend exporting anything your Organisation still needs before that window closes.

12. Changes to the Service or these Terms

We may update the Service or these Terms from time to time. We'll let you know about material changes before they take effect where we reasonably can.

13. Governing law

These Terms are governed by the laws of Victoria, Australia, and both parties submit to the courts of Victoria.

14. The whole agreement

These Terms, together with our Privacy Policy and any separate Service Agreement or Order Form we've signed with your Organisation, make up the entire agreement between us.

15. Contact us

• Flow Outcomes Pty Ltd (ACN 698 758 440)
• Support: [email protected]
• Privacy enquiries: [email protected]