REFUND POLICY

At Starlite Support Services, we are committed to providing high-quality disability and NDIS support services. This Refund Policy outlines the conditions under which refunds may be issued for our services. By engaging with our services, you agree to the terms outlined below.

1. ELIGIBILITY FOR REFUNDS

Refunds may be provided under the following conditions:

• Service Cancellations by Starlite Support Services: If we are unable to provide the agreed-upon services due to circumstances beyond our control or if a scheduled service is canceled by us without rescheduling, a refund or service credit may be issued.
• Service Dissatisfaction: If you are not satisfied with the quality of the services provided, you may request a refund or a review of the service delivered. All such requests will be reviewed on a case-by-case basis, and we will work to resolve the issue either by refund or by offering an alternative solution.

2. CANCELLATION BY CLIENTS

• NDIS-Funded Services: If you cancel an NDIS-funded service, we require 48 hours’ notice to avoid any cancellation fees. Cancellations made with less than 48 hours’ notice may incur a fee as per the NDIS Pricing Arrangements and Price Limits, and no refund will be provided for late cancellations.
• Privately-Funded Services: If you have purchased services outside of the NDIS, cancellations made with at least 48 hours’ notice will be eligible for a full refund or rescheduled service. Cancellations made with less than 48 hours’ notice may not be eligible for a refund.

3. PROCESS FOR REFUNDS

• Requesting a Refund: To request a refund, you must contact us within 7 days of the service delivery date. You can make a request by contacting our office at [Insert Email] or by calling [Insert Phone Number]. Please provide details of the service, reason for the refund, and any supporting evidence.
• Review Process: Once your request is received, we will review it and respond within 14 business days. If a refund is approved, it will be processed using the original payment method unless otherwise arranged.
• Partial Refunds: In some cases, a partial refund may be issued if only part of the services were unsatisfactory or if only part of a scheduled service was completed.

4. EXCEPTIONS TO REFUNDS

Refunds will not be provided in the following circumstances:

• Services that have been fully rendered to your satisfaction.
• Cancellations made without proper notice (as outlined in Section 2).
• Situations where service issues arise from circumstances beyond our control, including but not limited to participant non-compliance, safety concerns, or external factors that prevent the completion of the service.

5. DISPUTE RESOLUTION

If you are dissatisfied with our refund decision, you have the option to escalate the matter through our internal dispute resolution process. Please contact us to initiate this process. We will make every effort to resolve the issue amicably and in line with your expectations.

6. CHANGES TO THIS POLICY

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically for any updates.

7. CONTACT US

For any questions or concerns regarding this Refund Policy, please contact us at:

Starlite Support Services