Refund and cancellation policy
How to cancel a visit, when a fee may apply and how refunds work.
Draft, please have this reviewed
Last updated: TODO date
The short version
- Please tell us as early as you can if you need to cancel a visit.
- For NDIS participants, we follow the current NDIS Pricing Arrangements and Price Limits.
- For DVA clients, we follow DVA's rules.
- If we cancel, we do not charge you.
- Your service agreement sets out the details that apply to you.
How to cancel
Call us on 0412 632 913 or email info@beinghumancare.com.au. [TODO say whether a text message is accepted, and how cancellations outside opening hours are handled]
NDIS participants
We follow the cancellation rules in the current NDIS Pricing Arrangements and Price Limits, published by the NDIA. These rules can change each year.
- A short notice cancellation is when you cancel with less than [TODO notice period from the current NDIS Pricing Arrangements] notice, or you are not home when we arrive and did not let us know.
- For a short notice cancellation we may charge [TODO the percentage allowed by the current NDIS Pricing Arrangements] of the agreed price, as the NDIS allows.
- Different rules may apply to short term accommodation. [TODO add STA cancellation rules from the current NDIS Pricing Arrangements]
- We will always try to move the visit to another time first.
The NDIA publishes the current rules on the NDIS pricing arrangements page.
DVA clients
For DVA community nursing and Veterans' Home Care we follow DVA's rules. We will not charge you any cancellation fee that DVA does not allow. [TODO confirm the cancellation terms in your DVA community nursing contract and the Veterans' Home Care rules]
Private clients
If you pay for services yourself, please give us at least [TODO notice period] notice to cancel. If you cancel with less notice, a fee of [TODO fee] may apply. Your service agreement or quote will show this.
If we need to cancel
Sometimes a worker is unwell or something unexpected happens. We will tell you as early as we can and offer another worker or another time. We will not charge you for a visit we cancel.
Refunds
If you have been charged by mistake, or paid for a service we did not provide, contact us and we will fix it. For NDIS and DVA services this usually means correcting the claim. For private clients we will refund you within [TODO number] business days.
You also have rights under the Australian Consumer Law that cannot be excluded, including when a service is not provided with due care and skill.
Ending your services
You can stop using our services at any time. The notice period is set out in your service agreement. [TODO notice period]
Questions or disagreements
If you do not agree with a fee, please talk to us. If we cannot sort it out, see our complaints and feedback page.