T&Cs | Olive Express

Terms and conditions for bookings

Olive Express Terms and Conditions for Booking

1. Booking and Acceptance
By booking Olive Express, the Client agrees to these Terms and Conditions. The version in place at the time of booking applies to that booking.

2. Nature of the Service
Olive Express provides an engagement and lifestyle experience. It is not medical, clinical, or therapeutic treatment, and does not replace care, clinical assessment, or supervision by the Client’s staff.

3. Safety and Risk

Olive Express maintains public liability insurance of up to AUD $20 million.
Olive Express takes reasonable steps to provide a safe experience.
Participation is at the Client’s and participants’ own risk, to the extent permitted by law.
Nothing in these Terms limits rights under Australian Consumer Law.

4. Roles and Supervision

Olive Express supplies and delivers the immersive room and associated equipment to the Client site for the agreed booking period. Unless otherwise agreed in writing, the immersive room is operated by the Client’s staff during the booking period.
Olive Express will provide an initial induction (in person or remotely) and operating guidance to nominated Client staff, including basic setup, operation and pack-down procedures. The Client is responsible for ensuring only trained or authorised staff operate the equipment.
The Client remains responsible for resident supervision, resident safety, staff-to-resident ratios, behaviour support, and all personal care or clinical oversight while residents are using (or present in) the immersive room.
Olive Express staff are not required to be onsite during sessions and do not provide personal care, manual handling, clinical supervision, or resident risk assessment. Any support provided by Olive Express during the booking period is limited to reasonable technical assistance and operating guidance.
The Client must operate the immersive room in accordance with Olive Express instructions and any reasonable safety directions.

5. Transfers, Access and Movement

The Client is responsible for transferring residents to and from the Olive Express immersive room.
Client staff must assist with safe boarding, seating, and exiting.
The immersive room can accommodate wheelchairs and daybeds, provided furniture is repositioned appropriately by Client staff.

6. Food, Snacks and Allergies

Some sessions may include small themed food items or lollies. The Client is responsible for:
identifying allergies and dietary restrictions;
- supervising who consumes food items; and
- communicating relevant information to Olive Express in advance.
Olive Express is not responsible for reactions where it has relied on information provided by the Client.

7. Photography, Video and Privacy

Olive Express complies with Australian privacy laws.
The Client is responsible for obtaining all required consents from residents, families, or representatives for photography or video.
Olive Express will only use images for promotional purposes where the Client has confirmed consent has been obtained.

8. Use of Client Name and Logo

The Client grants Olive Express permission to use its name and logo solely to identify the Client as a customer and to reference factual past or current visits.
This does not imply endorsement, partnership, or sponsorship.
The Client may withdraw this permission at any time in writing. Future materials will be updated within a reasonable timeframe.

9. Cancellations and Scheduling

Cancellations with more than 24 hours’ notice will not incur a fee unless otherwise agreed.
Cancellations within 24 hours may incur a charge as specified at booking.
Olive Express may reschedule due to illness, vehicle issues, weather, or other unforeseen circumstances and will offer an alternative date where possible.

10. Incidents and Emergencies

Olive Express staff will respond to incidents within the scope of their role and immediately notify Client staff.
All clinical decisions, escalation, and resident care remain the responsibility of the Client.

11. Governing Law

These Terms and Conditions are governed by the laws of Australia, and the parties submit to the non-exclusive jurisdiction of the courts of Australia.

12. Confirmation

By booking Olive Express, the Client confirms they have read, understood, and agreed to these Terms and Conditions.

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