Cancellation policy

Our Commitment

At Happy Mates SupportCare, we understand that plans can change and that unexpected circumstances may arise. We are committed to providing flexible, person-centered supports while ensuring our services can be delivered efficiently and sustainably for all participants.

This Cancellation Policy outlines the expectations for cancelling booked supports, activities, and community participation services.

Providing Notice of Cancellation

If you need to cancel or reschedule a booked support or activity, please notify Happy Mates SupportCare as soon as possible.

Providing sufficient notice allows us to offer the appointment or activity place to another participant and minimize disruption to our services.

Cancellation requests can be made by contacting us via:

Email: hello@happymatessupportcare.com.au

Where possible, cancellations should be submitted in writing. A confirmation of your cancellation will be provided via email.

Standard Cancellations

If you provide at least 48 hours’ notice before your scheduled support or activity, no cancellation fee will apply, and the service will be cancelled without charge.

Short Notice Cancellations

A cancellation made less than 48 hours before the scheduled support or activity may be considered a short notice cancellation under the NDIS Pricing Arrangements and Price Limits.

Where applicable, and where your NDIS Service Agreement includes a short-notice cancellation provision, Happy Mates SupportCare may claim the cost of the cancelled support from your NDIS funding in accordance with current NDIS rules.

This may apply when:

less than 48 hours’ notice is provided
a participant does not attend the scheduled support (a “no-show”);
The provider has been unable to fill the cancelled booking despite making reasonable efforts, and
All other requirements of the current NDIS pricing arrangements and price limits have been met.

Any claim for a short-notice cancellation will only be made where permitted under the applicable NDIS rules.

Participant No-Shows

If a participant does not attend a scheduled support or activity without prior notice, this will be treated as a short-notice cancellation.

Where permitted under the participant’s Service Agreement and the current NDIS Pricing Arrangements and Price Limits, Happy Mates SupportCare may claim the cost of the scheduled support from the participant’s NDIS funding.

Exceptional Circumstances

We recognize that emergencies, sudden illness, family crises, extreme weather events, or other unforeseen circumstances can occur.

If exceptional circumstances prevent you from attending a scheduled support, please contact us as soon as reasonably possible. We will consider each situation individually, fairly, and compassionately.

Where appropriate, supporting information may be requested to assist in assessing whether a cancellation fee should be waived.

Provider Cancellations

If Happy Mates SupportCare needs to cancel a scheduled support due to unforeseen circumstances, we will notify participants as soon as possible and make every reasonable effort to reschedule the support at a mutually convenient time.

Participants will not incur any charges where Happy Mates SupportCare cancels a service.

Questions About This Policy

If you have any questions regarding this Cancellation Policy or your Service Agreement, please contact our team. We are happy to discuss your individual circumstances and explain how cancellations are managed under the NDIS.