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Refund Policy

Last updated:10/09/29025

 

At Ballarat Support Services, we are committed to providing high-quality, person-centred supports. We understand that situations may change, and this Refund Policy explains your rights and our processes regarding refunds.

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1. NDIS-Funded Services

  • Services delivered under an NDIS Service Agreement follow the rules and pricing set out by the NDIS Pricing Arrangements and Price Limits.

  • Refunds are generally not applicable to NDIS-funded supports, as claims are processed through participant plans.

  • If an incorrect claim or overpayment occurs, we will rectify the matter promptly in line with NDIS guidelines.

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2. Privately Paid Services

  • For any privately funded or out-of-scope services, refunds may be available depending on the circumstances.

  • If a service is cancelled with sufficient notice (see Cancellations below), a full or partial refund may be provided.

  • Refunds will be processed using the original payment method.

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3. Cancellations

  • Notice period: 1:1 48 hours, Group Based 4 Weeks

  • Cancellations made within the required notice period will not incur a fee, and prepaid amounts may be refunded or credited.

  • Late cancellations (after the notice period) or non-attendance may incur charges in line with NDIS and our Service Agreement, and refunds may not apply.

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4. Unsatisfactory Services

  • If you are not satisfied with a service provided, we encourage you to raise the matter with us.

  • We will arrange a meeting to discuss your concerns and work towards a resolution.

  • If, after review, the service is deemed unsatisfactory, an appropriate refund will be provided.

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5. Exceptional Circumstances

Refunds may also be considered in cases such as:

  • Serious illness or hospitalisation.

  • Service disruption caused by Ballarat Support Services (e.g., staff unavailability, emergency closures).

  • Incorrect billing or administrative error.

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6. How to Request a Refund

To request a refund, please contact us with:

  • Your name and contact details.

  • Date and type of service.

  • Reason for the refund request.

We will review your request and respond within 2 business days.

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7. Consumer Rights

This Refund Policy is in addition to your rights under the Australian Consumer Law, which guarantees that services will be provided with due care and skill. Nothing in this policy limits those rights.

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