Last Updated: 18 August 2026

Refund & Cancellation Policy

ANDS – Canberra

1. About This Policy

ANDS – Canberra (“ANDS”, “we”, “us” or “our”) provides personalised disability support services to clients within Canberra, Australian Capital Territory (ACT).

ANDS provides services only within the Canberra service area and does not provide disability support services outside Canberra.

Because ANDS provides disability support services rather than physical goods, there is no product return process.

This policy explains how ANDS manages:

  • Refunds and payment corrections.
  • Cancellation of appointments or scheduled services.
  • Rescheduling of services.
  • Cancellation of ongoing services.
  • Ending a Service Agreement.
  • Changes to service arrangements.
  • Overpayments.
  • Payment-related concerns.

Where a client has entered into a separate written Service Agreement with ANDS, the terms of that agreement will also apply.

Nothing in this policy excludes or limits any rights available under Australian Consumer Law, applicable NDIS requirements or other applicable legislation.

2. Canberra Service Area

ANDS – Canberra operates exclusively within Canberra, ACT, Australia.

Our disability support services are available within the Canberra service area only.

ANDS does not provide disability support services outside Canberra.

Our website may be accessed from anywhere; however, access to our website does not mean that our services are available outside Canberra.

3. Refunds

ANDS does not primarily sell physical products.

Our services consist of disability support and related service arrangements.

Therefore, there is generally no physical product that can be returned.

If you believe you have been incorrectly charged or a service has not been delivered as agreed, please contact us so we can review the matter.

3.1 When a Refund May Apply

Because ANDS provides services rather than physical products, refunds relate to payments and services rather than returned goods.

A refund may be considered where:

  • A payment was processed incorrectly.
  • A client was charged more than the amount properly payable.
  • An overpayment was made.
  • A payment was taken in error.
  • A service was paid for but was not provided.
  • A refund is required under the applicable Service Agreement.
  • A refund is required under Australian Consumer Law.
  • A refund is required under applicable NDIS requirements.
  • Another applicable law or contractual obligation requires a refund.

Each refund request will be assessed according to the circumstances of the matter and any applicable agreement or legal requirements.

3.2 Services Already Provided

Where a service has already been provided in accordance with the applicable Service Agreement, the amount properly payable for that service will generally remain payable.

However, this does not affect any legal rights or remedies that may apply if:

  • The service was not provided as agreed.
  • The service did not meet an applicable consumer guarantee.
  • An incorrect amount was charged.
  • The Service Agreement provides otherwise.
  • A refund is required by law.

3.3 Overpayments

If you believe you have made an overpayment, please contact ANDS as soon as possible.

We will review the relevant payment and records.

Where an overpayment is confirmed, ANDS may:

  • Refund the overpaid amount.
  • Correct the relevant invoice.
  • Apply the amount to another outstanding amount where agreed and permitted.
  • Deal with the amount in another appropriate and lawful manner.

For NDIS-funded services, any payment adjustment will be handled consistently with applicable NDIS requirements.

3.4 Website and Technical Information

When you use our website, certain technical information may be collected automatically, including:

  • IP address.
  • Browser type.
  • Device type.
  • Operating system.
  • Pages visited.
  • Website usage information.
  • Date and time of access.
  • Cookies and similar technologies.

This information may be used to operate, secure, maintain and improve our website.

4. Cancellation of Appointments and Scheduled Services

We understand that circumstances can change and that a client may sometimes need to cancel or change a scheduled support.

If you need to cancel a scheduled service, please notify ANDS as early as reasonably possible.

The applicable cancellation notice period, cancellation arrangements and any applicable cancellation charges will be set out in the relevant Service Agreement.

Where NDIS funding applies, cancellation arrangements must also comply with applicable NDIS rules and pricing arrangements.

4.1 Cancellation by the Client

A client may request cancellation of a scheduled service by contacting ANDS using the available communication channels.

Where sufficient notice is provided, ANDS will make reasonable efforts to accommodate the cancellation without unnecessary disruption.

Where the required notice is not provided, a cancellation charge may apply if:

  • The charge is included in the applicable Service Agreement.
  • The charge is permitted under applicable NDIS requirements, where relevant.
  • The charge is lawful and reasonable.
  • The applicable conditions for the charge have been satisfied.

ANDS will not impose an unlawful cancellation charge.

5. Rescheduling a Service

Where possible, clients may request to reschedule a scheduled service rather than cancel it.

Rescheduling is subject to:

  • Worker availability.
  • Service availability.
  • The client’s support requirements.
  • The applicable Service Agreement.
  • Applicable NDIS requirements, where relevant.

ANDS will make reasonable efforts to find a suitable alternative time.

However, rescheduling does not guarantee that the original worker, appointment time or availability will remain the same.

6. Cancellation of Ongoing Services

Where a client receives ongoing disability support from ANDS, the client may request to end or change their ongoing services in accordance with the applicable Service Agreement.

This may include situations where a client:

  • No longer requires the service.
  • Wishes to change their support arrangements.
  • Wishes to reduce or change their supports.
  • Wishes to move to another provider.
  • Has experienced a change in circumstances.
  • No longer has the relevant funding available.
  • Wishes to end the relationship with ANDS.

The applicable notice period and process for ending ongoing services will normally be set out in the Service Agreement.

ANDS will work with the client to make the transition as clear and orderly as reasonably possible.

7. Cancellation or Termination by ANDS

There may be circumstances where ANDS needs to cancel, suspend or end a service arrangement.

Depending on the circumstances, this may include:

  • Serious or ongoing safety concerns.
  • A material breach of the Service Agreement.
  • Non-payment where payment is the client’s responsibility.
  • Inability to safely provide the requested service.
  • The service no longer being appropriate or available.
  • Circumstances outside ANDS’s reasonable control.
  • Other circumstances permitted by the applicable Service Agreement or law.

Where reasonably possible, ANDS will provide appropriate notice and discuss the situation with the client or their authorised representative.

Where immediate action is necessary to protect a person from serious harm or risk, ANDS may need to take action without the usual notice period.

8. Cancellation by ANDS Due to Worker Availability

Disability support services may sometimes be affected by unexpected worker illness, absence or other circumstances.

If ANDS needs to cancel or change a scheduled service because a suitable worker is unavailable, we will make reasonable efforts to:

  • Notify the client as soon as reasonably possible.
  • Arrange an alternative worker where appropriate.
  • Reschedule the service where possible.
  • Minimise disruption to the client’s support.

The availability of an alternative worker cannot always be guaranteed.

9. Cancellation Due to Safety or Emergency Circumstances

ANDS may need to cancel, postpone or modify a service where circumstances create a significant safety concern.

Examples may include:

  • Serious illness.
  • Emergency situations.
  • Severe weather.
  • Unsafe premises.
  • Unexpected hazards.
  • Serious risk to a client or worker.
  • Other circumstances that make the planned service unsafe.

The safety and wellbeing of clients and workers will always be an important consideration.

10. NDIS-Funded Services

Where ANDS provides services funded through the NDIS, applicable NDIS legislation, rules, pricing arrangements, participant funding arrangements and the relevant Service Agreement will apply.

Cancellation charges, where applicable, must satisfy the requirements that apply to the relevant NDIS support.

NDIS guidance states that cancellation arrangements should be addressed in a Service Agreement and that cancellation fees are subject to applicable NDIS pricing arrangements and conditions. (ndis.gov.au)

ANDS will not use this policy to impose a payment or cancellation arrangement that is inconsistent with applicable NDIS requirements.

11. Changes to an Existing Service Arrangement

A client may request changes to their ongoing service arrangement.

Depending on the circumstances, this may include:

  • Changing the frequency of support.
  • Changing the type of support.
  • Changing scheduled days or times.
  • Changing support arrangements.
  • Increasing or reducing services.
  • Temporarily pausing services.
  • Ending services.

Changes may be subject to worker availability, service availability, funding arrangements and the applicable Service Agreement.

Where a significant change is agreed, ANDS may update or replace the relevant Service Agreement.

12. Refunds Following Cancellation

Cancellation of a service does not automatically mean that a refund is due.

Whether a refund applies will depend on:

  • Whether the service had already been provided.
  • The timing of the cancellation.
  • The applicable cancellation notice period.
  • The Service Agreement.
  • The applicable payment arrangement.
  • Applicable NDIS requirements.
  • Australian Consumer Law.
  • The individual circumstances.

Where a payment has been made for a service that is subsequently cancelled and a refund is appropriate, ANDS will process the refund in accordance with the applicable arrangements.

13. How to Request a Refund

To request a refund or payment review, please contact ANDS and provide, where available:

  • Your full name.
  • Invoice or payment reference.
  • Date of payment.
  • Date of the relevant service.
  • Amount paid.
  • Reason for the refund request.
  • Any supporting information.

We may request additional information where reasonably necessary to investigate the request.

14. Refund Processing

Where a refund is approved, ANDS will generally return the amount using the original payment method where reasonably practicable.

The time required for the refund to appear in your account may depend on the relevant payment provider or financial institution.

For NDIS-funded services, payment corrections or adjustments may need to be handled through the relevant NDIS payment or claiming process.

15. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), Australian Consumer Law or other applicable legislation.

ANDS will comply with applicable Australian Consumer Law requirements.

Where a service does not meet an applicable consumer guarantee, the client may have rights to an appropriate remedy depending on the circumstances.

16. Complaints About Refunds or Cancellations

If you are unhappy with:

  • A cancellation decision.
  • A cancellation charge.
  • A refund decision.
  • A payment.
  • A service.
  • A Service Agreement.
  • The way a cancellation was handled.

please contact ANDS.

We will consider your concern fairly and aim to resolve the matter appropriately.

Clients will not be unfairly disadvantaged simply because they have raised a genuine complaint or concern.

Where applicable, clients may also have the right to contact the relevant external regulatory or complaints body.

 17. No Physical Returns

ANDS does not operate a physical product return process.

Our services are disability support services and there are no physical goods that clients are required to return when a service is cancelled or ended.

Accordingly, “returns” do not apply to ANDS services.

This policy therefore deals with refunds and cancellations, rather than the return of physical products.

18. Changes to This Policy

ANDS may update this Refund & Cancellation Policy from time to time to reflect:

  • Changes to our services.
  • Changes to Service Agreements.
  • Changes to NDIS requirements.
  • Changes to payment arrangements.
  • Changes to applicable laws.
  • Changes to our business practices.

The latest version will be published on the ANDS website with the applicable “Last Updated” date.

19. Contact ANDS

For questions about refunds, cancellations, rescheduling, ongoing services or payment arrangements, please contact:

ANDS – Canberra

Website: https://andscanberra.com/

Email: andscanberra@gmail.com

Phone:  (+61) 421 711 061

Service Area: Woden, Canberra (ACT), Australia

Refund & Cancellation Policy Last Updated: 18 August 2026