Cancellation, late arrival & non-attendance.

Effective: 20 May 2026

1. Why we have a policy

Our diaries are small and our waitlists are real. When a session is cancelled at short notice or missed entirely, we usually can't fill the slot — which means another person who has been waiting goes without that session, and the practitioner has time set aside that can't be used. This policy is here to keep things fair for everyone: clients, staff, and the people on the waitlist.

This policy applies once you become a Nurtured Spark client, and forms part of your written Service Agreement.

2. How to cancel or reschedule

You can cancel or reschedule at any time by contacting us:

• Phone or text: 1300 677 166
• Email: admin@nurturedspark.com.au

The earlier you let us know, the better. We aim to confirm cancellations and reschedules within one business day.

3. Standard notice period

We ask for a minimum of two clear business days' notice for any cancellation or reschedule, except in genuine emergencies (see Section 7). For example: a Wednesday morning appointment should be cancelled by close of business on the previous Friday.

4. NDIS-funded supports — short notice cancellations

For NDIS participants, we apply the current NDIS Pricing Arrangements and Price Limits published by the NDIA. At the time this policy was last updated, that means we may claim the full agreed fee from a participant's plan where the participant:

• Does not show up for a scheduled support within a reasonable time, or is not present at the agreed place when the support is scheduled to start; or
• Has given less than two clear business days' notice for a support delivered as part of the NDIA's "short notice cancellation" definition.

We follow the NDIA's current rules on the number of short-notice cancellations that may be claimed in a given period and on the documentation we keep. If the NDIA updates the rules, we apply the updated version and tell you about any change that affects you.

5. DVA Veteran Social Work

For DVA-funded clients, we follow the current Department of Veterans' Affairs fee schedule and cancellation rules. Where DVA does not pay for a missed appointment, we will discuss this with you before any private invoice is raised. We work hard to avoid charging veterans for unavoidable cancellations.

6. Private Senior Care

For privately funded senior care:

• Cancellations or reschedules made with at least two clear business days' notice: no fee.
• Cancellations or reschedules with less than two business days' notice but more than 24 hours: 50% of the scheduled fee.
• Cancellations with less than 24 hours' notice, or non-attendance ("no show"): 100% of the scheduled fee.
• Recurring last-minute cancellations may trigger a conversation about a deposit or a revised schedule.

The exact figures for your service are itemised in your written quote and Service Agreement.

7. Reasonable exceptions

We do not charge a cancellation fee for reasons genuinely outside your control. Examples include:

• Sudden illness, hospital admission, or a significant deterioration in health.
• A bereavement or other serious family emergency.
• Severe weather events, road closures, public-transport disruptions, or an emergency-services directive.
• A clear safety risk at the planned location.

Where the fee is waived for NDIS or DVA-funded sessions, we apply the relevant funder's rules. Please let us know what's happened — we'll work with you in good faith.

8. Late arrivals

• If you are up to 30 minutes late, we will still see you, but the session will end at the originally scheduled time so the next client isn't disrupted.
• If you are more than 30 minutes late without contacting us, we may need to reschedule. This is treated as a short-notice cancellation under sections 4, 5 or 6 as relevant.

Any reference in this policy to "cancellation" includes rescheduling.

9. Non-attendance ("no show")

If you do not arrive at a scheduled appointment and have not contacted us, this is recorded as a non-attendance and the full scheduled fee may be charged under the rules above. If we cannot reach you to check on your safety, we may contact your nominated emergency contact, as agreed in your Service Agreement.

10. Cancellation by Nurtured Spark

Occasionally, we may need to cancel or reschedule — staff illness, a clinical emergency with another client, or an unsafe environment. When this happens, we will:

• Tell you as soon as we know;
• Offer the next available time, or another practitioner if you prefer;
• Never charge a cancellation fee for a session we cancelled.

11. Repeated cancellations

If multiple short-notice cancellations or no-shows happen in a row, we'll have a gentle but honest conversation about what's going on and whether the current schedule is still right. Options may include changing frequency, location, time of day, or pausing services for a period. For privately funded services, we may also ask for a deposit before resuming bookings.

12. Payment of cancellation fees

• NDIS: claimed from your NDIS plan under the current Pricing Arrangements.
• DVA: handled per the DVA fee schedule.
• Private: invoiced to the client or nominated payer, payable within 14 days unless your Service Agreement says otherwise.

13. Reminders and confirmation

We send SMS or email reminders before scheduled sessions where you have given us permission to do so. Reminders are a courtesy — missing one does not by itself waive a cancellation fee, but we take reminder issues into account when applying this policy.

14. Questions, concerns and complaints

If a cancellation fee feels unfair in your situation, please contact us — we'd much rather have the conversation than send an invoice that doesn't sit right. You can also use the complaints pathways set out in our Terms & Conditions.

15. Changes to this policy

We review this policy whenever the NDIS or DVA rules change, and at least annually. The current version is always published on this page with the effective date at the top. Material changes will be communicated to active clients before they take effect.

16. Contact

Nurtured Spark Pty Ltd
Email: admin@nurturedspark.com.au
Phone: 1300 677 166
Post: Nurtured Spark Pty Ltd, Metropolitan & Regional Victoria, Australia
ABN: 31 634 001 415