Cancellation and Rescheduling Policy
We reserve workers' time specifically for each client. Notice helps us offer that time to another client and maintain reliable hours for our team.
Private services
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Changes or cancellations with at least three business days' notice: no cancellation fee.
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Less than three business days' notice: up to the full booked service fee may apply where the time cannot reasonably be refilled.
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Failure to provide access or attend a service requiring the client: treated as a late cancellation.
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Goldilocks will consider exceptional circumstances fairly and consistently.
Define business day and the exact notice cut-off. Avoid saying a full fee will always apply if the business intends to use discretion.
NDIS-funded services
Short-notice cancellation charges are applied only where permitted by the current NDIS pricing rules, the support item and the participant's service agreement. The applicable notice, price and conditions will be stated in the service agreement.
If Goldilocks needs to change a service
We will contact you as soon as practical and offer an alternative worker or time where available. If we cancel and cannot provide the service, no service fee will be charged.
How to make a change
Phone 0483 925 048 or email goldilockshomehelp@outlook.com. A change is confirmed when Goldilocks acknowledges it.
