Mobile app coming soon
Mobile app coming soon
By accessing or using DVA Helper’s website and services (“Services”), you agree to be bound by these Terms of Service (“Terms”). If you do not agree to these Terms, please do not use our Services. These Terms constitute a legally binding agreement between you and DVA Helper Pty Ltd (ABN 45 694 916 464) (“DVA Helper”, “we”, “us”, or “our”).
These Terms are governed by the laws of the Commonwealth of Australia, including the Australian Consumer Law as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth). Nothing in these Terms is intended to exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law or any other applicable law that cannot be excluded, restricted, or modified by agreement.
DVA Helper provides assistance to Australian veterans in navigating the Department of Veterans’ Affairs (DVA) claims process. Our Services include online intake forms to capture information relevant to your claim, secure document upload and storage, AI-powered analysis of medical records and documents, matching of conditions with Statements of Principles (SOPs) under the Military Rehabilitation and Compensation Act 2004 (MRCA), Safety, Rehabilitation and Compensation (Defence-related Claims) Act 1988 (DRCA), and Veterans’ Entitlements Act 1986 (VEA), guided instructions for lodging claims via MyService, and an AI chatbot for claim-related questions and assistance.
DVA Helper assists with the DVA claims process but does not guarantee any particular outcome.
We want to be clear about what our service is and is not. We are not a law firm, a legal service, a registered claims agent, an advocate, or a representative before DVA or any government agency. We do not provide legal advice or medical advice, and we do not guarantee approval of any DVA claim or provide any probability-of-success assessments.
What we do is help you organise and prepare your claim information, provide a structured SOP-aligned workflow and educational resources about the claims process, assist you in understanding SOPs and their requirements, use AI to analyse your uploaded documents and identify potential conditions and relevant SOPs, and provide structured prompts and templates for responding to DVA correspondence.
All guidance is framed as conditional (for example, “SOPs relating to this condition may apply” or “consider whether this pathway is relevant”). The decision to accept or reject any DVA claim rests solely with DVA. Our analysis and guidance is provided as assistance only and should not be relied upon as a guarantee of any particular outcome. You are responsible for reviewing, confirming, and lodging all claim materials.
General nature of information: All information, guidance, and outputs provided through our Services are general in nature and are not tailored to your individual legal, medical, or financial circumstances. Nothing provided by DVA Helper constitutes, or should be taken as, legal advice, medical advice, financial advice, or advice of any other professional nature. Our Services do not replace the need for independent professional advice. You should obtain independent legal, medical, or other professional advice relevant to your specific circumstances before making decisions about your DVA claim. If you require personalised legal advice, we recommend consulting a qualified legal practitioner. If you require medical advice, we recommend consulting a registered health professional.
When using our Services, you agree to provide accurate and truthful information, keep your account credentials secure and confidential, not share your account with others, not use the Services for any unlawful purpose, not attempt to access other users’ data or accounts, not upload malicious files or attempt to compromise our systems, review all AI-generated analysis and outputs before taking action, and comply with all applicable Australian laws and regulations.
You acknowledge that you are responsible for the accuracy of all information you provide and for all decisions regarding your DVA claim, including the decision to lodge or not lodge any claim.
Your DVA Helper account is for your personal use only in connection with your own DVA claim. You must not use the Services or allow or enable any other person to use the Services through your account, to prepare, manage, or assist with any other person’s DVA claim unless you are their Authorised Representative (see below).
You must only upload documents that relate to you personally and your own DVA claim (or, where you are an Authorised Representative, documents belonging to the person you represent). You must not upload, submit, or otherwise provide documents, medical records, personal information, or any other material belonging to or relating to any third party without lawful authority to do so. Uploading another person’s personal or health information without their informed consent or lawful authority may constitute a breach of the Privacy Act 1988 (Cth) and may give rise to civil or criminal liability, including under the statutory tort for serious invasions of privacy.
You must not use the Services for commercial purposes, including but not limited to operating as a paid claims preparation service, advocate, or agent. DVA Helper is designed for individual veterans and their authorised personal representatives only. If you are a DVA-registered claims advocate, Ex-Service Organisation (ESO), RSL sub-branch, or similar organisation assisting veterans with their claims in a professional or volunteer capacity, you must not use DVA Helper for that purpose. A separate platform, DVA Suite, specifically for advocates and ESOs is available for authorised access to relevant tools and workflows. For enquiries about DVA Suite, please contact us at support@dvahelper.com.au.
Enforcement: If we reasonably believe that you have breached any of the restrictions in this section — including uploading another person’s documents or personal information without lawful authority, allowing a third party to use your account, or using the Services for unauthorised commercial purposes — we may, at our sole discretion and without limiting any other rights or remedies available to us, immediately suspend your access to the Services while we investigate the suspected breach, permanently terminate your account if the breach is confirmed, retain records of the breach for the purposes of complying with our legal obligations (including under the Privacy Act 1988 and the Notifiable Data Breaches scheme), and report the matter to relevant authorities, including the Office of the Australian Information Commissioner (OAIC), where we reasonably believe a breach of the Privacy Act has occurred. We will provide you with written notice of any suspension or termination and, where practicable, an opportunity to respond before a permanent termination takes effect. No refund of fees already paid will be provided where termination results from your breach of these Terms.
If you are using DVA Helper on behalf of another person (for example, as a family member, carer, or person holding a valid power of attorney), you represent and warrant that you have obtained that person’s informed, express consent to create an account, upload their documents and personal information (including health information), use our AI-powered analysis tools to process their information, and act on their behalf in relation to their DVA claim. You must be able to provide evidence of this authority if we request it. You are responsible for ensuring that your use of the Services on behalf of another person complies with the Privacy Act 1988 (Cth), including the requirement to obtain consent for the collection and handling of sensitive information (APP 3). We may require you to provide a signed authorisation form, power of attorney, or other evidence of your authority before we permit use of the Services on another person’s behalf.
To use our Services, you must create an account. By creating an account, you represent and warrant that you are at least 18 years of age, you are an Australian resident or citizen (or otherwise eligible to access DVA services), you are a veteran, current serving member, or an authorised representative of such a person, and the information you provide during registration is accurate and complete. You agree to update your information promptly if it changes.
Our pricing is as follows:
Standard plan: $350 AUD onboarding fee (payable at commencement, includes your first month of access) plus $140 AUD per month thereafter (cancel anytime).
12-month commitment plan: $1,680 AUD paid upfront for 12 months of access (equivalent to $140 AUD per month). The $350 onboarding fee is waived for the 12-month commitment plan. At the end of the 12-month period, your subscription will automatically continue on a month-to-month basis at $140 AUD per month unless you cancel before the end of the 12-month period. We will notify you by email at least 30 days before the first monthly charge is due.
All fees are in Australian dollars and include GST. Payments are processed securely through Stripe, our PCI-DSS compliant payment provider. We do not store your full payment card details; all card information is handled directly by Stripe in accordance with their security standards.
Lifetime access: After 36 consecutive months of paid subscription (whether through the 12-month commitment plan, month-to-month plan, or a combination of both), you will receive lifetime access to the Services at no additional cost. Lifetime access entitles you to continued use of the platform and its features as they exist at that time, subject to these Terms and any future updates to the Services. DVA Helper reserves the right to modify, update, or discontinue specific features of the Services, but will endeavour to maintain the core functionality available to lifetime access holders.
For the standard plan (no minimum term), you may cancel your subscription at any time by providing notice to us. Cancellation takes effect at the end of the current billing period. No further monthly fees will be charged after cancellation takes effect. The onboarding fee of $350 is non-refundable once services have commenced, except where required by the Australian Consumer Law.
For the 12-month commitment plan, as the subscription is paid upfront, no refund of the $1,680 subscription fee will be provided for early cancellation, except where required by the Australian Consumer Law. If you cancel before the end of the 12-month commitment period, you will retain access to the Services for the remainder of the 12-month period. No further charges will apply.
Australian Consumer Law rights: Nothing in these payment terms limits your rights under the Australian Consumer Law. If our Services have a major failure (as defined by the Australian Consumer Law), you may be entitled to a refund. Consumer guarantees under the Australian Consumer Law cannot be excluded.
Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Services remedied if they fail to be of acceptable quality and the failure does not amount to a major failure.
All content, features, and functionality of our Services (including but not limited to text, graphics, logos, software, and AI models) are owned by DVA Helper and are protected by Australian and international intellectual property laws.
You retain ownership of all documents and information you upload to our platform. By uploading content, you grant us a limited, non-exclusive, non-transferable licence to use that content solely for the purpose of providing our Services to you. This licence terminates when you close your account or request deletion of your data, subject to our data retention obligations.
To the maximum extent permitted by Australian law, and subject to the consumer guarantees set out in section 7:
Our Services are provided “as is” without warranties of any kind beyond those implied by law that cannot be excluded. We do not guarantee the accuracy of AI-generated analysis or recommendations. We are not liable for any claim outcome or DVA decision. Our total aggregate liability to you for any loss or damage arising out of or in connection with these Terms or the Services is limited to the total fees you have actually paid to us in the 12 months preceding the event giving rise to the claim.
We exclude liability for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or goodwill, to the maximum extent permitted by law.
Important: Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred on you by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) or any other applicable law that cannot be excluded, restricted, or modified by agreement.
Your use of our Services is also governed by our Privacy Policy, which explains how we collect, use, disclose, and protect your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the Privacy and Other Legislation Amendment Act 2024 (Cth). By using our Services, you consent to the collection and use of your information as described in the Privacy Policy.
By you: You may terminate this agreement at any time by contacting us at support@dvahelper.com.au and requesting closure of your account. Cancellation takes effect in accordance with section 6 above.
By us: We may terminate or suspend your account if you materially breach these Terms and fail to remedy the breach within 14 days of receiving written notice from us, or for any other reason with 30 days’ written notice to you.
Upon termination, you may request a copy of your data, which we will provide within 30 days in a commonly used electronic format. We will retain your data in accordance with our Privacy Policy and applicable data retention laws. Any outstanding fees remain payable.
If you have a complaint or dispute arising out of or in connection with these Terms or our Services, we encourage you to follow this process:
Step 1 – Contact us: Contact us first at support@dvahelper.com.au with details of your complaint. We will acknowledge your complaint within 5 business days.
Step 2 – Internal resolution: We will attempt to resolve the matter within 30 days of acknowledgement.
Step 3 – Mediation: If the matter remains unresolved, either party may refer the dispute to mediation administered by the Resolution Institute (or a similar independent body) before commencing court proceedings. The costs of mediation will be shared equally unless the mediator directs otherwise.
Step 4 – Court proceedings: If mediation does not resolve the dispute, either party may commence proceedings in a court of competent jurisdiction in Australia.
Nothing in this clause prevents you from making a complaint to a relevant regulatory body, including the ACCC or the OAIC, at any time.
We may update these Terms from time to time. We will notify you of material changes at least 30 days before they take effect by email to the address associated with your account and by posting a notice on our website. If a change materially and adversely affects your rights or obligations, you may terminate your account before the change takes effect without incurring any early termination charges. Your continued use of our Services after the effective date of the updated Terms constitutes acceptance of the changes.
These Terms are governed by and construed in accordance with the laws of [insert state, e.g. New South Wales], Australia. Each party submits to the non-exclusive jurisdiction of the courts of that state and the Federal Court of Australia, and any courts competent to hear appeals from those courts.
If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision will be read down to the extent necessary to make it valid, legal, and enforceable, or if that is not possible, it will be severed from these Terms. The remaining provisions will continue in full force and effect.
These Terms, together with our Privacy Policy, constitute the entire agreement between you and DVA Helper regarding your use of the Services. They supersede all prior agreements, representations, and understandings relating to their subject matter.
If you have questions about these Terms, please contact us:
Digital Virtual Assistant Pty Ltd T/A DVA Helper
Email: legal@dvahelper.com.au
Support: support@dvahelper.com.au
