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Click on the specific cancellation policy related to the service you have received. To help you decide better, any NDIS related services will be covered by the NDIS cancellation policy. Anything else will be under the General Cancellation policy

    1. Objectives and Background

      SpotOnCare Pty Ltd is committed to providing the best service in a timely manner. We aim to accommodate your needs.

      Unfortunately, when a client cancels without giving adequate notice, it prevents another client from being served. This cancellation policy is used as a way of respecting the time commitment of all involved. It explains the process for requesting a cancellation and the fees applicable. This policy is used in fairness to both our business and the clients who would otherwise have wanted an appointment.

      We are implementing a straightforward cancellation policy to be upfront about all the costs you may face when engaging our services.

    2. Cancellation Process

      We understand situations can arise in which you must cancel your appointment. Due to limited appointment availability, we request that you cancel with adequate notice. This allows us to fill that appointment slot.

      You may cancel by contacting us by:

      1. phone +61473961701; or

      2. email info@spotoncare.com.au.

      We require a minimum of 24 hours notice for cancellation. Please inform us by 6 PM24 hours prior to your scheduled appointment to notify us of any changes or cancellations.

      If no prior notice or the notice given is not provided within the minimum notice period, you will be charged a cancellation fee (see below) for the missed appointment.

      1. Late Arrivals

      Late arrivals can only be extended to the remaining time of the scheduled appointment. If you are 1 hour late past our scheduled appointment we will have to reschedule/cancel the appointment, which may incur a cancellation fee.

    3. Cancellation Fee

      1. The cancellation fee is $100 for appointments with 2-3 hours and an extra $30 for any proceeding hour booked.

      2. The cancellation fee will be charged by credit card.

      3. The cancellation fee may be deducted from any deposit paid for the appointment (if any).

      4. The cancellation fee is the sole responsibility of the client and must be paid in full within 30 days after invoicing.

    4. Acceptable circumstances for waiving cancellation fees

      We understand that plans may change due to uncontrollable and external circumstances. Missed appointments can be unintentional or may stem from an emergency, etc. Therefore, cancellation due to such circumstances will not incur a cancellation fee. Having cancellation fees waived requires approval from SpotOnCare Pty Ltd.

    5. Refund policy

      If the notice of cancellation is given 24 hours before the scheduled appointment, SpotOnCare Pty Ltd will refund any deposit that was received to book an appointment.

    6. Questions

      Our business firmly believes that a good client and business relationship is based upon mutual understanding. Questions about our cancellation policy should be directed to +61473961701.

    7. Agreement

      SpotOnCare deems that you have read, understood and consented to this Cancellation Policy once you sign a service agreement, made payment, or received a confirmation email (through an email address you appointed) regarding the service you requested. Doing so, you understand that you are holding a spot and you may be charged a cancellation fee if an appointment is cancelled without providing at least 24 hours’ notice or if the appointment is missed.

    1. Objectives and Background

      SpotOnCare Pty Ltd is committed to providing the best service in a timely manner. We aim to accommodate your needs.

      Unfortunately, when a client cancels without giving adequate notice, it prevents another client from being served. This cancellation policy is used as a way of respecting the time commitment of all involved. It explains the process for requesting a cancellation and the fees applicable. This policy is used in fairness to both our business and the clients who would otherwise have wanted an appointment.

      We are implementing a straightforward cancellation policy for our NDIS-funded services to be upfront about all the costs you may face when engaging our services.

    2. Compliance with NDIS Regulations

      SpotOnCare Pty Ltd‘s Cancellation Policy is compliant with the regulations and definitions set out by the National Disability Insurance Agency (NDIA) in the National Disability Insurance Scheme (NDIS) Terms of Business for Registered Providers and the NDIS Pricing Arrangements.

    3. Definitions

      1. Adequate Notice Cancellation

        Cancellation with more than seven (7) clear days’ notice.This is defined by the NDIA as cancellation with more than seven (7)  clear days’ notice. However, in the interest of leniency SpotOnCare Pty Ltd has set this at .

      2. Short Notice Cancellation

        A cancellation is a short notice cancellation if the participant:

        1. does not show up for a scheduled support within a reasonable time, or is not present at the agreed place and within a reasonable time when the provider is travelling to deliver the support; or

        2. Has given less than two (2) clear days’ notice for a support that meets both of the following conditions:

          1. the support is less than 8 hours continuous duration; AND

          2. the agreed total price for the support is less than $1000; or

        3. has given less than seven (7) clear days’ notice for any other support. Has given less than clear days’ notice for any other support.

      3. No-Show

        Non-attendance for scheduled delivery of supports without notice. This includes services delivered through digital means.

      4. Business Day

        Monday to Saturday 8 AM to 6 PM

    4. Cancellation Process

      1. Cancellations

         

        1. To cancel an appointment, clients can contact the office of the appropriate SpotOnCare Pty Ltd centre within business hours. You may cancel an appointment by contacting us by:

          1. phone +61473961701; or

          2. email info@spotoncare.com.au.

        2. Where SpotOnCare Pty Ltd cancels as the service provider, no charge is made to either the participant or to NDIS.

        3. Where a client is unable to participate in a virtual session due to technical difficulties on their end, they must inform SpotOnCare Support or the designated representative 15 minutes prior to the scheduled session..

      2. Providing Notice

        1. Where the participant cancels with adequate notice, no charge applies.

        2. Where the participant cancels with short notice or no-shows, SpotOnCare Pty Ltd is able to charge 100% of the scheduled fee, pursuant to the NDIS Pricing Arrangements. However, in the interest of leniency, SpotOnCare Pty Ltd will only charge % of the scheduled fee.

        3. Wherever possible, SpotOnCare Pty Ltd will charge the relevant funding body directly. If the funding body rejects the cancellation payment for any reason, the client will be charged directly as above.

      3. NDIS-Funded Services

        1. Pursuant to the NDIS Pricing Arrangements, SpotOnCare Pty Ltd can charge 100% of the agreed session fee to the client’s NDIS plan for each booking in the event of a short notice cancellation or a no-show. However, in the interest of leniency, SpotOnCare Pty Ltd will only charge up to 75% of the scheduled fee. This applies for the following NDIS-funded services: Personal Care, Transport, and other NDIS-related services stated on the scheduled service appointment date.

        2. Where the NDIA does not permit charges against the NDIS plan, the customer will be personally invoiced in accordance with clause 4.2.

      4. Exceptional Circumstances

        We understand that plans may change due to uncontrollable and external circumstances. Missed appointments can be unintentional or may stem from an emergency, etc. Therefore, cancellation due to such circumstances will not incur a cancellation fee. Having cancellation fees waived require approval from SpotOnCare Pty Ltd.

      5. No-Show Procedure

        In the event of a no-show, the employee scheduled to support the client will make every reasonable attempt to contact the client to determine if there are any special circumstances affecting that client.; and .

    5. Questions

      Our business firmly believes that a good client and business relationship is based upon mutual understanding. Questions about our cancellation policy should be directed to +61473961701.

    6. Agreement

      SpotOnCare deems that you have read, understood and consented to this Cancellation Policy once you sign a service agreement, made payment, or received a confirmation email (through an email address you appointed) regarding the service you requested. Doing so, you understand that you are holding a spot and you may be charged a cancellation fee if an appointment is cancelled without providing at least 5 days’ notice or if the appointment is missed.

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