Refund Policy

At 5 Roses Health, we are committed to delivering high-quality care and support services under the NDIS. We understand that sometimes circumstances change, and we strive to handle all refund requests with fairness, transparency, and respect for your rights as a participant.

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Eligibility for Refunds

Refunds may be issued under the following circumstances:

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• A service was paid for but not delivered.

• The service provided was not in line with what was agreed upon in the Service Agreement or booking confirmation.

• You cancel a service within the required notice period, as outlined in your Service Agreement.

• A serious issue with service quality has occurred and a formal complaint or review determines that a refund is warranted

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Notice Period for Cancellations

To receive a full refund for a cancelled session, you must provide at least 24 hours' notice. Cancellations made with less than 24 hours’ notice may incur a cancellation fee as outlined in your Service Agreement and aligned with the NDIS Pricing Arrangements.

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Non-Refundable Circumstances

Refunds will not be provided:

• For change-of-mind after a service has been delivered.

• If cancellation notice was not given within the agreed timeframe.

• If the service was provided in full and met agreed quality and scope.

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How to Request a Refund

To request a refund:

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Contact our team at [insert email/phone] within 7 days of the service issue.

Include your full name, NDIS number, service details, and reason for the request.

Our team will review the request and respond within 5 business days.

Processing Time

Approved refunds will be processed within 7–10 business days,