Cancellation Policy.
We understand that plans can change. This page explains how to cancel a session, when a cancellation may be considered short notice, and when a cancellation fee may apply.
Need to let us know?
Please contact BMe Supports as early as possible if you need to cancel or reschedule an appointment. If you contact us outside business hours, leave a voicemail or send an email so the time your message is received can be recorded.
When can a fee apply?
For NDIS-funded supports, BMe Supports may claim up to 100% of the agreed session fee where a cancellation is classed as short notice and the applicable NDIS support item allows a cancellation claim.
The notice period is not identical for every support. The applicable NDIS support item, current NDIS claiming rules and your service agreement determine the cancellation window that applies.
A no-show, or not being present at the agreed location within a reasonable time when a worker or practitioner has travelled to provide support, may also be treated as a short-notice cancellation where the relevant rules allow it.
Different supports can have different notice periods.
Rather than applying one blanket cancellation timeframe to every BMe service, the relevant support item and current NDIS cancellation rules are applied to the scheduled support.
Some supports may use a 7-day short-notice window.
Where the relevant NDIS support item permits a 7-day cancellation claim, a cancellation inside that period may be chargeable if the other claiming conditions are also met.
Some supports may use 2 clear business days.
Therapy, Specialist Behavioural Intervention Support and other non-DSW supports may use the applicable 2-clear-business-day cancellation rule where that claim type applies to the support item.
No-shows and unavailable appointments
If a participant does not attend within a reasonable time, or is not present at the agreed location when BMe Supports has travelled to deliver the support, the appointment may be treated as a short-notice cancellation where permitted.
Cancellation charges at a glance.
This replaces the old one-size-fits-all timeline table and makes it clearer that the applicable NDIS claim type and service agreement determine whether a fee can be charged.
| Cancellation situation | NDIS-funded support fee | Out-of-pocket / non-recoverable costs |
|---|---|---|
|
Adequate notice Cancellation is outside the applicable short-notice window. |
No short-notice cancellation claim is made against the participant's NDIS funding for the scheduled support. | Recoverable costs will be refunded where applicable. Any genuinely non-recoverable third-party costs are considered separately. |
|
Short notice Cancellation falls inside the applicable notice period for that support. |
Up to 100% of the agreed support fee may be claimed where the support item allows it and the required claiming conditions are met. | Costs already incurred or unable to be recovered may remain payable, where this has been agreed and is permitted. |
|
No-show Participant does not attend or is not available at the agreed place within a reasonable time. |
May be treated as a short-notice cancellation where permitted under the applicable support item and agreement. | Any non-recoverable costs are considered separately in accordance with the relevant agreement. |
When BMe will claim a short-notice cancellation
The relevant support item allows a short-notice cancellation claim.
We have not been able to reasonably reallocate the scheduled time to other billable work.
BMe Supports has incurred costs or lost billable time because of the cancellation.
We also look at why cancellations are happening
If cancellations occur regularly, our approach is to understand the barriers first. This may include sensory needs, communication differences, anxiety, transport, scheduling or other support needs.
Where possible, we will work with the participant and their support network to consider reasonable changes that may make appointments more accessible and sustainable.
Important: This page is a general summary. The current NDIS claiming rules, the claim type attached to the relevant support item and your signed BMe Supports service agreement apply if there is any difference. Required notice periods may change when NDIS rules are updated.
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