Service Agreement
It is my honour to work with you and your families.
Please read through these policies, they enable me to provide quality support as well as maintain my own wellbeing.
Please let me know that you have understood and agree to the below information and if you have any questions.
Rates and invoicing
- Fees guideline as listed at https://spiralsupport.net/support/ – to be confirmed in written communication
- In-person sessions are booked for 2 hours minimum. This may be higher for clients in locations more than 30 min travel time from me.
- Invoices are sent weekly. Please ensure prompt payment.
Travel
- Travel to and from sessions is invoiced in accordance with NDIS guidelines.
- Time is by the minute, maximum 30min each way.
- Distance is additional, invoiced by the kilometre at the rate of 99c/km.
- Travel costs will be shared between clients whenever possible.
- Travel in my vehicle during a session is charged by the kilometre at 99c/km.
- All other transport costs during a session (tolls, parking, public transport etc.) are invoiced at cost.
Communications Policy
- Email communication is invoiced in 15 minute blocks as time is accrued by the minute.
- Phone calls are invoiced in 15 minutes blocks as time is accrued, with a minimum of 15 minutes.
- Online videocalls must be arranged in advance, minimum time is 30 minutes.
- Text message communication is to be used only for time-sensitive information regarding scheduling of sessions – such as changes or cancellations with less than 24h time to the session. Please use email for all other communications.
- I will respond to communications during business hours, on my workdays unless in exceptional circumstances. My current workdays are Mondays and Fridays.
Cancellation and Holiday Policy
I will always endeavour to provide as much notice as possible for any schedule changes. My cancellation policy is aligned with the NDIS Price Guide.
If a scheduled session is cancelled by a client:
- less than 7 full days beforehand – the full rate will be invoiced.
- more than 7 full days beforehand – no charge.
Please advise me of any scheduling changes as early as possible. Unfortunately, even if the cancellation is due to reasons beyond your control, the cancellation policy applies. This is to ensure the sustainability of my small business.
If a session is cancelled by me:
- At late notice for illness or urgent unforeseen circumstances, I will communicate as early as possible via text.
- For planned holidays or time off, I will communicate via email.
Cancellations due to illness
If I am sick and need to cancel a session, I will communicate promptly any necessary information.
I ask that you please do the same if any members of your household are unwell with a contagious illness such as a cold, covid, influenza or gastro. If a member of your household is sick, it is unfortunately necessary that you cancel the session/s to ensure the health of myself, family and other clients.
School holidays and public holidays
Regular sessions will run through the school holidays unless otherwise arranged.
Regular sessions that fall on a public holiday will go ahead at an hourly rate of 150% of the usual rate, unless cancelled in advance.
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It is my deep honour to work with you, your children and your broader therapeutic team. I work intentionally, prioritising long term relationship-based practice that is strengths focused. I am committed to continue to work in this way, rather than have a high client list. As such, it is important for the sustainability of my approach to put these policies in place and support us to have clarity and ongoing choice as we work together.