Terms & Conditions
Last updated: April 2025
1. About These Terms
These Terms and Conditions govern the delivery of support services by Joyful Support ("we", "us", "our") to NDIS participants ("you", "the participant"). By engaging our services, you agree to these terms. These terms are consistent with the NDIS Practice Standards and the NDIS Code of Conduct.
2. Service Agreement
A Service Agreement will be entered into before supports commence. This agreement outlines the specific supports to be delivered, the agreed schedule, pricing in line with the NDIS Price Guide, and the responsibilities of both parties. The Service Agreement forms part of these Terms.
3. NDIS Funding and Pricing
All supports are priced in accordance with the current NDIS Pricing Arrangements and Price Limits. Joyful Support will only claim from your NDIS plan for supports that have been delivered and agreed upon. We accept plan-managed, agency-managed, and self-managed participants.
4. Cancellation Policy
We understand that plans change. Our cancellation policy is as follows:
- More than 48 hours' notice: No cancellation fee applies
- Less than 48 hours' notice: Up to 100% of the agreed support fee may be charged, as permitted under NDIS Pricing Arrangements
- No-show: The full session fee may be charged
We will always try to be flexible and reasonable. Please contact us as early as possible if you need to reschedule.
5. Your Rights and Responsibilities
As a participant, you have the right to:
- Be treated with dignity, respect, and fairness
- Receive supports that are safe, competent, and person-centred
- Give feedback and make complaints without fear of losing your services
- Exit the service agreement at any time with reasonable notice
You are responsible for:
- Providing accurate information about your support needs
- Ensuring your NDIS plan has sufficient funding for agreed supports
- Providing a safe environment for support workers
- Giving reasonable notice of any changes to scheduled supports
6. Feedback and Complaints
We are committed to continuous improvement. If you are unhappy with any aspect of your support, please contact us directly. If your concern is not resolved to your satisfaction, you may contact the NDIS Quality and Safeguards Commission on 1800 035 544.
7. Limitation of Liability
Joyful Support holds appropriate public liability and professional indemnity insurance. To the extent permitted by law, our liability is limited to re-supplying the services or refunding the amount paid for the affected service.
8. Changes to These Terms
We may update these Terms from time to time. You will be notified of any significant changes. Continued engagement with our services following notification of changes constitutes acceptance of the updated Terms.
9. Governing Law
These Terms are governed by the laws of Queensland, Australia. Any disputes will be subject to the jurisdiction of the courts of Queensland.