Our Cancellation
Policy.
At Super Rehab, we plan each assessment and therapy session around the participant’s individual goals. To maintain our high standard of care and respect our clinicians’ time, we require adequate notice of any changes or cancellations.
You provide 2 or more clear business days’ notice of cancellation prior to your scheduled appointment. We will work with you to reschedule as soon as possible.
We also use your best interest and discretion when reasonable grounds are provided — see the waivers section below.
A Short Notice Cancellation (SNC) fee will be charged equivalent to 100% of the scheduled service cost in the following circumstances.
For all NDIS-funded activities, the Short Notice Cancellation rules align with the NDIS Pricing Arrangements and Price Limits. Super Rehab may claim 100% of the agreed support price for a short notice cancellation or no-show.
A cancellation is considered short notice if it is made with less than 2 clear business days’ notice before the scheduled support.
Super Rehab will only charge SNC fees where it is unlikely the allocated time can be filled with another participant booking, and only up to the number of occasions permitted by the NDIS Pricing Arrangements in any given month.
For participants funded through Support at Home (including CHSP, Restorative Care Pathway, End-of-Life Pathway, and AT-HM Scheme), a Short Notice Cancellation fee equivalent to 100% of the scheduled face-to-face service time may apply where insufficient notice is given.
Super Rehab will apply SNC charges reasonably and in accordance with the participant’s Support at Home plan and any applicable provider agreement. Cancellation fees will be communicated to the registered provider prior to billing.
For privately funded or other participants, a cancellation fee equivalent to 100% of the scheduled service cost applies where less than 2 clear business days’ notice is given, or in the event of a no-show or late arrival.
The cancellation fee will be invoiced directly to the participant or their nominated representative.
Super Rehab understands that unexpected circumstances arise. We may, at our reasonable discretion, waive a cancellation fee where reasonable grounds are provided, such as:
- Emergency hospital admission or acute illness
- A significant health incident or medical emergency
- Loss of a loved one or other bereavement
- Other extenuating circumstances at management’s discretion
If you believe your situation warrants a waiver, please contact our customer service team as soon as possible.
Need to cancel or reschedule? Please contact us as early as possible so we can accommodate you and avoid any cancellation fees.