Last updated: 30 July 2026

These Terms of Service (“Terms”) cover your use of the Heads Above Water website and the application process. By applying or using this site, you accept these Terms.

About this service

Heads Above Water is a voluntary goodwill offering. At our sole choice, we may pay a bill straight to a biller for someone. We are not a bank, credit provider, insurer, registered charity scheme, or program that guarantees assistance.

Who can apply

Only Australian residents may use Heads Above Water. By applying, you confirm you live in Australia. We may refuse or disregard applications from people who do not.

No entitlement to payment

Lodging an application does not create any right, entitlement, contract, or duty for us to pay your bill. Every outcome is discretionary. We may approve, refuse, postpone, or take no action on any application for any reason or no reason, with or without notice or explanation.

Money goes to billers

If we decide to help, payment is made to the biller (for example an energy retailer). We do not transfer money to you personally, and we do not refund bills you have already paid unless we expressly choose to in that particular case.

What we expect from you

• Confirm you are an Australian resident
• Apply only when you genuinely need help with the bill
• Give accurate details and a real bill or invoice that is yours (or that you are authorised to submit)
• Do not use this service for fraud, misuse, or misleading applications

No warranties

The website and service are offered “as is” and “as available”, without express or implied warranties of any kind. That includes, without limitation, warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, availability, or uninterrupted operation. We do not warrant that applications will be reviewed, approved, or paid.

Limits on liability

To the fullest extent allowed by law, Heads Above Water and its operators are not liable for indirect, incidental, special, consequential, punitive, or exemplary damages, or for loss of profits, data, goodwill, or opportunity, arising from your use of the site or from any decision about an application — whether in contract, tort, or otherwise. Our total liability for any claim tied to the service will not exceed AUD $0, because the service is free and carries no obligation.

Nothing in these Terms removes rights that cannot be excluded under Australian Consumer Law or other mandatory laws.

Privacy

Our handling of personal information is set out in the Privacy Policy. Using the site also means you acknowledge that policy.

Changes and ending the service

We may amend these Terms, or pause or end the service, at any time. Continuing to use the site after changes means you accept the updated Terms.

Governing law

These Terms are governed by Australian law. Australian courts have exclusive jurisdiction over disputes arising from these Terms, subject to any mandatory consumer protections that apply where you live.

Contact

Questions about these Terms can be emailed to claims@headsabovewater.com.