Purpose & scope

Jewish House (ACN 140 232 873), trading as ‘One & All’ and ‘One&All Hub’ (we, our or us) understands there are times when a participant cannot attend a planned session of our programs of support. Costs are incurred by us regardless of whether a participant attends a session. This policy aims to minimise the negative effect on both us and our participants when a participant is unable to attend a session.

This policy applies to all NDIS-funded participants who access our programs of support.

Policy

We aim to balance customer and organisational financial interests in relation to cancellations. This policy reflects requirements of the relevant government agencies that fund services clients purchase from us (e.g., NDIS terms of business for registered providers and the most current NDIS Price Guide).

This policy will be brought to the attention of our NDIS-funded participants at the time of the initial offer of our services, via our website and email, and reiterated to them before signing our Service Agreement.

Program of support - meaning

Some group programs, paid for with NDIS funding, are covered by an NDIS approach called “program of support”. Supports delivered as part of a program of support are not subject to the NDIS’s short notice cancellation rules. Our group programs for NDIS-funded participants are covered by this approach.

Absences

The participant’s NDIS plan will be charged for all sessions delivered within the period of the program, including sessions where the participant did not attend.

Cancellations

Notice periods

Participants are able to cancel a program of support at any time by giving us two (2) weeks’ notice of their intention to do so. That notice should be sent by email to info@oneandallhub.org.

We are able to cancel a program of support at any time by giving you notice of our intention to do so.

Cancellation charges

Where a participant cancels a program of support with the required 2-week notice, we will charge 100% of the scheduled fee for sessions taking place during the 2-week notice period, regardless of whether the participant attends the sessions or not. No charges will be made for sessions after the end of the 2-week notice period.

Where we cancel a program of support, no charge is made to either the participant or to the NDIS.

Special circumstances

Charges may be waived if the participant has experienced a significant event. The decision to waive the charge is made as a gesture of goodwill and can only be made by Romy Wolman, Executive Director.

Cancellation policy updates

This policy may change from time to time and is available on our website.

Effective: 1 July 2023