Cancellation & Pause Policy

Last Updated: May 2026

Free Flight Health Services Pty Ltd’s. Reschedule, Pause and Cancellation Policy is compliant with the regulations and definitions set out by the National Disability and Insurance Agency (NDIA) in the National Disability and Insurance Scheme (NDIS) Terms of Business for registered providers and NDIS Pricing Arrangements.

The NDIA defines short-notice cancellations are cancellations within Seven (7) Days’ notice. However, in the interest of our clients and their families, Free Flight Health Services has set a forty-eight (48) hour notice.

Short-Notice Cancellation:

If the participant makes a short-notice cancellation, which is within 48 hours of the Scheduled Service, the provider will charge 100% of the agreed price for the total time of the cancelled service. This is inclusive of Travel Time, where travel time is charged.

Wherever possible, the provider will charge the relevant funding body directly. If the funding body rejects the cancellation payment for any reason, the client will be charged directly as above.

Standard Cancellation:

For Standard Cancellations, where the participant has provided notice of cancellation 48 hours before the scheduled service, the provider will not charge a cancellation fee.

For example: If a service is booked for Friday at 2pm, you must provide notice of cancellation by Wednesday 2pm the same week, to avoid a short-notice cancellation.

Failure to Attend:

Where a participant fails, at short-notice or without notice, to keep the scheduled arrangement for the support, the provider will make every effort to contact the participant to determine if there is an additional problem before charging a cancellation fee. (For example: The Client has fallen out of bed and cannot raise an alarm, there is a sudden breakdown in the informal Services, client has been admitted to hospital, etc.). Where a provider is unable to contact the participant the cancellation fee will be charged.

Exceptional Circumstances:

If Short-Notice Cancellation occurs due to unforeseen or uncontrollable circumstances, such as hospitalisation, sever weather warnings, accidents, etc, the provider may not charge the cancellation fee. Having cancellation fees waived requires approval and supportive evidence.

Continuous Short-Notice or Standard Cancellations:

Where there is a specific risk that a participant will frequently make short-notice cancellations for a support due to the nature of a person’s disability or the nature of the support (e.g. behaviour intervention Services), the provider will make individual arrangements to attempt to minimise the number of cancellations.

If a participant makes frequent Standard Cancellations (i.e. cancellations where sufficient notice is given), the provider has the right to offer the appointment time to other participants. The participant may also be placed back onto the waitlist. The Participant will be provided with notice prior to any action being taken.

Pausing Services:

If services are required to be paused for longer than two (2) weeks, we require advance notice of at least one (1) month. Services may be paused for up to six (6) weeks. After this period your appointment time will be given to another participant, and you may be placed back on the waitlist.

This notice does not apply in the event of unforeseen or uncontrollable circumstances, such as hospitalisation, breakdown, or changes in support/care, as much notice as possible is requested. However, depending on the length of time services are needed to be paused, your appointment time and place may not be held.

Where no notice is provided, and no extenuating circumstances are involved, your appointment time may be given to another participant, and may be placed on the waitlist. This includes any changes to service times due to foreseen events for extended periods of time, whereby the provider is unable to accommodate the sudden change in time, resulting in paused services.

For Example: Pausing services for Three (3) weeks for public, religious, cultural or family holidays/events, will require notice of at least one (1) month.

Planned Pauses:

Pauses which are pre-existing meaning they are included in a service agreement/ treatment plan do not require one (1) month notice.

For Example: A high school students service agreement and treatment plan show twenty (20) weekly sessions over the course of twenty-two (22) weeks, with a planned break of 2 weeks during the school holidays. No notice is required, as this is a planned pause.

Questions:

If you have any questions regarding billing or refunds, please contact our team: