Updated and Effective from: September 2024

Purpose

• To outline our Short Notice Cancellation Policy for Members using our services

Policy

For Standard Services

• Lend A Friend has a 72 hours short notice cancellation policy
• When less than 72 hours notice is provided for the cancellation of a shift, 100% of the cost of that shift will be billed, less estimated travel related expenses
• This applies for any cancellation made by the Member or their representative, and applies in all situations, including but not limited to:
  • Sickness
  • Emergency
  • Last minute shift changes
  • Clashing with other appointments
  • Any other reasons for cancellations
• Shortening or ending a shift earlier than originally booked is also considered a short notice cancellation, and these cancelled hours may be billed
• In situations when a Helper cancels on a Member, we do not count this as a short notice cancellation and do not bill. This includes:
  • If a Helper does not turn up to a shift
  • You alerted a Helper that you are sick, and the Helper does not want to attend because they don’t want to get sick

For Workshops & Group Activities

• Lend A Friend has a 7 day short notice cancellation policy
• When less than 7 days notice is provided for the cancellation of a workshop service, 100% of the cost of that service will be billed
• This applies for any cancellation made by the Member or their representative, and applies in situations of sickness, emergency, last minute shift changes, or other reasons for cancellations
• Shortening or ending a shift earlier than originally booked is also considered a short notice cancellation, and these cancelled hours may still be billed
• If the NDIS Provider needs to cancel a service for any reason, we will make efforts to arrange another time for your workshop package, and if you can’t do another time, this is not counted as a cancellation or billable event
• We have this larger cancellation period for Workshops because:
  • They are harder and take longer to prepare for
  • They often require us to spend money upfront to prepare for the workshop, and need to cover these costs
  • If Members cancel before 7 days, we have more time to find a replacement for their workshop slot

Related Information and Documents