Cancellation & Rescheduling Policy

At Sistability, we understand that plans can change from time to time. We ask that you provide as much notice as possible if you need to cancel or reschedule a service so we can offer the appointment to another client and minimise disruption to our team.

Cancellation requests can be made by calling 1300 131 096 or emailing hello@sistability.com.au. Please include the client's full name and contact number so we can process your request promptly.

The following cancellation terms apply depending on the type of service you receive.

Aged Care, Support at Home & Private Services

This policy applies to:

  • Support At Home funded clients

  • Private clients

  • Carers NSW funded services

  • Cleaning

  • Gardening

  • Social & Community Support

Notice Required

A minimum of 2 clear business days' notice is required to cancel or reschedule a booked service.

Late Cancellations

If less than 2 clear business days' notice is provided, or our team cannot access the property at the scheduled time, 100% of the scheduled service fee will be charged.

Cancellation During a Service

If a service is cancelled after our team has arrived or once work has commenced, 100% of the booked service, including any remaining scheduled hours, will be charged.

NDIS Services

This policy applies to all NDIS-funded services provided by Sistability.

Notice Required

A minimum of 5 clear business days' notice is required to cancel or reschedule a booked service.

Short Notice Cancellations

Where less than 5 clear business days' notice is provided, the cancellation will be treated as a Short Notice Cancellation. Sistability may claim up to 100% of the agreed service fee in accordance with the current NDIS Pricing Arrangements and Pricing Limits where alternative billable work cannot reasonably be arranged for the allocated worker.

No Shows

If our team attends the scheduled service and cannot gain access to the property, or the participant is unavailable, this will also be treated as a Short Notice Cancellation.

Cancellation During a Service

  • If a participant chooses to end the service after it has commenced, the full scheduled service fee, including any remaining booked hours, may be claimed in accordance with the Service Agreement and the NDIS Pricing Arrangements.

Specialised Cleaning (Hoarding & Squalor)

Due to the significant planning required for specialised cleaning projects, a longer cancellation period applies. These projects often involve dedicated project teams, skip bins and waste removal, specialist equipment, third-party contractors and project scheduling over multiple days.

Notice Required

A minimum of 5 clear business days' notice is required to cancel or postpone any scheduled project day.

Late Cancellations

Where less than 5 clear business days' notice is provided, 100% of the scheduled labour costs for that project day and any non-refundable third-party costs already incurred may be charged.

  • Skip bins

  • Waste disposal fees

  • Equipment hire

  • Specialist contractor fees

Cancellation During a Project

If a project is stopped after work has commenced, charges will apply for all work completed to that point together with any committed project costs that cannot be recovered.

Ongoing Services

Cancellation of an individual appointment does not cancel your ongoing Service Agreement. If you wish to permanently cease ongoing services, please refer to your Quote or Service Agreement regarding the required notice period.

Exceptional Circumstances

We understand that genuine emergencies can occur. Where exceptional circumstances arise, Sistability may waive or reduce cancellation charges at its sole discretion. Any such decision will be made on a case-by-case basis and does not create an ongoing entitlement.