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Refund Policy

 

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Refund Policy – Connect Allied Support

Effective Date: 26/07/2025

At Connect Allied Support, we strive to provide high-quality occupational therapy services that meet your needs. We understand that sometimes changes are necessary. This Refund Policy outlines the conditions under which refunds or credits may be issued.

1. Eligibility for Refunds

Refunds or credits may be provided in the following circumstances:

  • Services were cancelled with appropriate notice (see Section 2)

  • Services were not delivered due to an error or fault on our part

  • You were overcharged or charged in error

  • A prepaid session was cancelled within the allowable time frame

2. Cancellations and Notice Period

We require at least 24 hours’ notice for cancellations or rescheduling. If this notice is provided:

  • No fee will be charged, and any prepayment will be refunded or credited

  • You may reschedule the session at no additional cost

If less than 24 hours’ notice is given or the participant does not attend the session:

  • The full session fee may be charged

  • No refund will be provided unless there are exceptional circumstances

3. NDIS Funding and Cancellations

For NDIS participants, cancellation charges will be applied in accordance with the NDIS Pricing Arrangements and Price Limits. This typically allows us to claim 100% of the agreed fee for short-notice cancellations (less than 7 days’ notice for some services).

4. Requesting a Refund

To request a refund, please contact us at:

📧 info@connectalliedsupport.com.au
📞 0415 450 512

Please provide:

  • Your full name and contact information

  • Date and details of the service

  • Reason for your refund request

We will review your request and respond within 7 business days.

5. How Refunds Are Processed

Approved refunds will be processed using the original payment method or as a credit toward future services, based on your preference. Refunds may take up to 10 business days to appear, depending on your bank or payment provider.

6. Disputes or Concerns

If you are unhappy with our decision regarding a refund or cancellation, please contact us directly. We are committed to resolving issues fairly and transparently. You may also raise concerns with the NDIS Quality and Safeguards Commission if applicable.

7. Changes to This Policy

Connect Allied Support reserves the right to update this Refund Policy at any time. The latest version will always be available on our website.

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