Cancellation Policy

Our cancellation policy adheres to the NDIS Pricing Arrangements and Price Limits and the following guidelines:

  • Notice Period: A minimum of 24 hours' notice is required for any cancellations or rescheduling of appointments. If less than 24 hours' notice is given, a cancellation fee equal to the full session cost may be charged, subject to the conditions outlined below. This fee is not automatically charged and will be assessed based on the NDIS guidelines and circumstances.

  • Claimable Cancellations: Cancellations can only be claimed for supports where the NDIS Pricing Arrangements and Price Limits indicate that cancellations can be claimed, and the terms of cancellation were stated in the client’s service agreement.

  • Required Notice: If the Participant has given Our Sensory Nest the notice required by the NDIA (National Disability Insurance Agency), a cancellation fee will not be charged.

  • Alternative Billable Work: In the event of a cancellation, if Our Sensory Nest was able to find alternative billable work for the relevant worker during the scheduled appointment time, a cancellation fee will not be charged. The Participant has the right to inquire whether the staff member was allocated to another billable task. Open communication with Our Sensory Nest is encouraged to clarify this.

  • Costs Incurred: A cancellation fee will not be charged for costs Our Sensory Nest did not incur, such as mileage.

  • NDIS Pricing Arrangements and Price Limits: Our Sensory Nest adheres to the NDIS Pricing Arrangements and Price Limits, whether or not we are NDIS-registered.

  • Changes to Cancellation Fees: If Our Sensory Nest changes the terms of the cancellation fees after the Service Agreement is signed, the Participant's approval will be obtained before any changes are implemented. Alternatively, the existing Service Agreement will be cancelled, and a new one will be issued with the updated terms. Extra fees will not be charged without the Participant's approval.

Find more information about NDIS Appointment Cancellations here