Refund Policy

We do not sell products, so this policy covers cancellations, short notice and billing for support services.

Where your service agreement says something different, your service agreement prevails. Where the NDIS Pricing Arrangements and Price Limits apply, those rules prevail over both.

Cancelling a scheduled support

You can cancel or reschedule any support. How we handle it depends on notice.

More than the required notice period No charge. Tell us by phone or email and we will reschedule.

Less than the required notice period (“short notice cancellation”) For NDIS-funded supports, the NDIS Pricing Arrangements allow a provider to claim for a short notice cancellation where the participant does not show, or cancels with less than the notice specified by the NDIA at the time. We apply the current NDIA rule — we do not set our own stricter one.

For Home Care Package and privately funded supports, the notice period is set out in your service agreement.

When we will not charge you at all

• You are unwell or have been admitted to hospital
• There is a family emergency or bereavement
• Transport, weather or an event outside your control prevented the support
• We cancelled, were late, or did not send a worker

We would rather you cancel than push through a support you are not well enough for. If you are unsure whether a cancellation will be charged, ask us.

If we cancel

If we cancel a support you are never charged. If we cancel repeatedly, tell us — that is a service failure on our part and it should be raised as a complaint.

Billing errors and disputes

If you believe an invoice is wrong — a support that did not happen, wrong duration, wrong rate, or a duplicate claim — contact us.

1. We acknowledge within 2 business days.
2. We investigate against our service records and worker timesheets.
3. If we billed you in error we correct it within 5 business days, either by crediting the invoice or, where payment has already been made, by refunding it.

For NDIS-funded supports, an incorrect claim is reversed in the myplace portal so the funding returns to your plan. For plan-managed participants we notify your plan manager. For Home Care Package clients we notify your package provider.

We do not require you to prove the error before we investigate.

Refunds of prepaid amounts

If you have prepaid for supports and stop receiving them, any unused balance is refunded within 10 business days of your final invoice being reconciled. No exit fee, no administration charge.

Ending your supports

There is no lock-in contract and no minimum term. You can end your supports at any time by giving the notice set out in your service agreement — and if your circumstances mean you cannot give that notice, tell us and we will work with you rather than enforce it.

Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that they will be provided with due care and skill and within a reasonable time.

If a service fails to meet a consumer guarantee, you may be entitled to a remedy. Nothing in this policy limits those rights.

If you are not satisfied

Contact us first — see our feedback and complaints page.

You can also contact:

• NDIS Quality and Safeguards Commission — 1800 035 544
• Aged Care Quality and Safety Commission — 1800 951 822
• Consumer Protection WA — 1300 304 054