This Refund Policy (“Policy”) applies to the following purchases or services: NDIS and Cleaning Services


  1. General

    1. We offer refunds in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”).

    2. Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.

    3. Before booking a service, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

  2. Australian Consumer Law

    1. Under the Australian Consumer Law:

      1. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled

        1. to cancel the service; and

        2. to a refund for the price of the service; and

        3. compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.

      2. If the failure with the service does not amount to a major failure, you are entitled to rebook the service within a reasonable time, or to cancel the purchase and be provided with a refund of any price paid.

    2. We offer refunds in accordance with the Australian Consumer Law.

    3. The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

    4. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees that it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

    5. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

    6. If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

    7. If a product or service which you purchased from us has a failure that does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods or service repaired, replaced, or rescheduled.

  3. Cancellation and Change of Mind

    1. In the event that you receive the products or services you have purchased, as stated, but that you simply change your mind, we may, at our discretion, offer you a refund or exchange, provided that:

      1. In the case of services, the services have not already been performed or made

      2. notice of cancellation has been made in accordance to

        1. General Cancellation Policy; and

        2. NDIS Cancellation Policy; that are found on this website (http://spotoncare.com.au/policies/)

  4. Exceptions

    1. Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

      1. You misused the said product in a way which caused the problem.

      2. You knew or were made aware of the problem(s) with the product or service before you purchased it.

      3. You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.

      4. Any other exceptions that apply under the Australian Consumer Law.

  5. Shipping Costs for Returns

    1. In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the “Returned Product”) back to us, as well as any cost of shipping any replacement product to you.

    2. If the Returned Product can easily be shipped or returned, then you are responsible for organizing for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping, or transportation costs for the Returned Product.

    3. If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organize for the postage, shipping, transportation or collection of the Returned Product, at our cost.

    4. In the event that we organize and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

  6. Response Time

    1. We aim to process any requests for repairs, replacements, or refunds within 10 days of receipt.

  7. How to Return Products

    1. You can contact us using the contact email provided at the end of this Policy to discuss a return using the information.

    2. Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

    3. To be eligible for a refund, repair, or replacement, you must provide proof of purchase.

    4. You may be required to provide government-issued identification to qualify for a refund, repair, or replacement.

  8. How to Refund works

    1. Refunds will be made to your selected refund method. SpotOnCare Pty Ltd reserves the right to decline or transfer refunds if deemed unsecured.

    2. Refunds can be made via;

      1. OSKO – PayID; This requires that the registered mobile number or email address for transfer matches the record we have on your account. We will not transfer to another email or phone number

      2. BSB and Account number; you will receive a separate email from info@spotoncare.com.au or its affiliate to provide your BSB and Account number

      3. via Credit Card / Debit Card; our secure payment gateway can reverse any charges made into the card account you used.

  9. Contact Us

    1. If you wish to speak to us about this Policy or about any refund, repairs, or replacements, please contact us at: info@spotoncare.com.au.

Price Match Policy

At SpotOnCare, we are committed to ensuring our NDIS participants receive the best value for their money. Our Price Match policy is designed to match any quotes provided by our competitors. If you find a lower price from another provider for the same service, we will match that price or better yet apply a 5% off the quoted price. This is our guarantee to you that you are not only receiving high-quality care but also the best possible deal in the market. Please note that certain conditions and exclusions may apply.

Terms and Conditions for Price Match

  1. We require proof of the lower-priced quote you have received from our competitor. This could be in the form of an email or a documented quote which clearly details the services being offered and the associated costs. Please ensure the date and provider’s details are clearly visible on the document.

  1. Our 5% discount on competitor quotes only applies if the post-discount total is not less than $50 per hour. For instance, if you have been quoted a rate of $55 per hour, we can provide you a discounted rate of $52.25 per hour, as this does not fall below the $50 threshold. However, if you receive a quote from a competitor for $51 per hour, we will not be able to apply a 5% discount. But  instead, provide you with the lowest possible price which is $50. This is to ensure a standard of compensation for our dedicated helpers. Please understand that this condition is part of our diligent attempt to balance competitive pricing and fair compensation.

  1. Our Price Match policy applies to individual services rather than the entire service package. If you have multiple services with us, each of these services can be price-matched against one or more providers. For instance, if you use both our transportation and personal care services, you can submit separate quotes for each of these services from different providers. We will then match or offer a 5% discount on the lower-priced quotes for each service. This flexibility allows you to get the best possible deal for each of your required services.

  1. Please note that our Price Match policy is applicable only for the first year of service. After this period, the company will conduct an evaluation of costs to ascertain whether it is feasible to continue providing the same price. We assure you that we will make every possible effort to maintain this price, in order to provide uninterrupted quality service at a competitive price point.

  2. Please be aware that our Price Match policy permits only one price match per annum. This means that once we have matched a competitor’s price for a certain service in a given year, we will not be able to match another price for the same service within that year. This policy ensures fairness to all our clients and maintains the sustainability of our business operations. We thank you for your understanding and cooperation in adhering to this policy.

  3. It is important to highlight that our Price Match policy extends beyond NDIS services. We also apply this policy to the Residential and Commercial Cleaning services provided by SpotOnCare. Therefore, if you encounter a lower price quotation for any of these services from a different provider, please do not hesitate to bring it to our attention. We will match the price or offer a 5% discount on the lower-priced quote, adhering to the same stipulations as mentioned in the previous clauses. This comprehensive approach ensures that you receive the best value across all the services we provide.

  4. Please bear in mind that our Price Match policy is limited to one-on-one services. It does not encompass group activities or services where the ratio is one to many. We strive to provide quality and personalized care to our clients, and the nature of these individualised services involves unique costs and resources. As such, we are unable to extend our Price Match policy to these situations. We appreciate your understanding and support in this respect.

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