Customer Terms of Service

Nawa is operated by Nawa Innovations Pty Ltd, ABN 20 693 276 032. Contact: support@nawainnovations.com.

Our service

Nawa arranges practical assistance for your family members and loved ones in Bangladesh. Services may include accompaniment, check-ins, travel assistance, errands and other tasks we agree to provide. Physical assistance is delivered through our Bangladesh fulfilment partner and its representatives.

Requests and bookings

Tell us what you need and provide accurate information. We will assess the request and, if we can help, send you a quotation. Your booking is confirmed only when you accept the quotation and complete the required payment authorisation. We may decline or stop a task if it is unsafe, unlawful or outside our agreed service.

Your family member

You confirm that you are authorised to share the recipient's information and have informed them about the assistance you are arranging. The representative will identify themselves and use Nawa's existing two-way Help Code process to confirm the visit. The recipient may decline assistance or ask the representative to stop. If that happens, the representative must stop and refer the matter to Nawa Operations.

Payment

We show you the maximum amount to authorise before payment. This may include the service fee and an allowance for agreed expenses. Your payment provider may place a temporary hold on that amount. After the service, we charge the amount properly payable for the agreed service and approved expenses, up to the authorised maximum. Unused funds are released. If further funds are needed, we will ask for your approval first. Some future bookings may require another authorisation closer to the service date.

Changes and cancellations

Contact us by email if you need to change or cancel a booking. Our Cancellation & Refund Policy explains how we handle this. We will consider genuine costs already incurred, the service delivered and your rights under applicable law.

Service limits

Nawa provides practical assistance, not medical treatment, nursing, emergency response, legal advice, financial advice, security services or cash remittance. Representatives do not make professional decisions for recipients. Medication collection, where offered, is subject to our approved procedure and applicable local requirements.

Urgent requests

Email support@nawainnovations.com. We monitor urgent emails 24/7 and can arrange a callback when needed. We do not guarantee an immediate response or physical representative availability. For an immediate emergency in Bangladesh, call 999.

Your rights

Nawa remains responsible for services supplied under your agreement with us, including services delivered through our fulfilment partner. Nothing in these Terms limits rights or remedies that cannot be excluded under the Australian Consumer Law.

Concerns

If something goes wrong, email support@nawainnovations.com so we can investigate.