Payment and Cancellation Policy

Mum2You Pty Ltd is dedicated to providing transparent and fair financial terms to our clients. This policy outlines our procedures for payments, cancellations, and related matters.

Payment Terms

Service Fees

All fees are quoted in Australian Dollars (AUD) and include GST unless otherwise specified.

Payment Methods

We accept the following payment methods:

  • Credit/Debit Cards (Visa, Mastercard, American Express)

  • Direct Bank Transfer

  • PayPal

Billing Cycle

For one-time services, payment is due at the time of service or as agreed upon in advance. For ongoing care packages, billing occurs on a fortnightly basis or as outlined in your individual care plan.

Clients are responsible for maintaining up-to-date payment information.

Payment Plans

We understand that some clients may benefit from flexible payment options. Mum2You offers simple payment plans for eligible services and clients. To arrange a payment plan:

  1. Discuss your needs with your Mum2You representative.

  2. Choose between a 2-payment or 4-payment plan.

  3. Agree to the payment plan terms verbally or via email.

  4. The agreed payment plan will be noted in your Mum2You Pty Ltd Client Agreement.

Payment plans are subject to approval on a case-by-case basis.

Payment Plan Terms
When opting for a payment plan, clients agree to the following terms as part of their Mum2You Pty Ltd Client Agreement:

  1. Total amount due

  2. Number of payments (2 or 4)

  3. Payment amount per installment

  4. Payment method (e.g., direct debit, credit card)

  5. Payment schedule:

    • First payment: Due on the day of booking (serves as a deposit and confirmation of booking)

    • Second payment: Due on the day of service

    • Remaining payments (if applicable): As agreed in the payment plan

  6. Late payment fee of $25 per missed payment

Important Notes:

  • A minimum of 50% of the total service fees must be paid by the time of service.

  • For 2-payment plans, this means equal payments on booking day and service day.

  • For 4-payment plans, the first two payments must total at least 50% of the service fees.

By signing the Client Agreement during the appointment, clients agree to make payments as per the agreed schedule and acknowledge that failure to make payments may result in suspension of services and potential referral to a collection agency.

Cancellation Policy

We understand that circumstances can change, and we strive to accommodate our clients while ensuring the sustainability of our services. Our cancellation policy is as follows:

Notice Period

Clients must provide at least seven (7) clear business days' notice if they need to cancel or reschedule an appointment.

Short-Notice Cancellations

Cancellations made with less than seven days' notice will be considered short-notice cancellations. In such cases:

You may incur a cancellation fee equivalent to 100% of the scheduled service cost.

This fee helps cover costs associated with staffing and resources allocated for your appointment.

No-Shows

A no-show occurs when a client does not attend their scheduled appointment without prior notification.

No-shows will incur a fee equal to 100% of the scheduled service cost, as this impacts our ability to provide services to other clients.

Illness

If a Client is Ill: If you are unwell, please inform us as soon as possible. We will waive cancellation fees if you provide notice of your illness, even if it falls within the short-notice period.

If a Practitioner is Ill: In the event that your assigned practitioner is unwell and unable to provide scheduled services, we will contact you promptly to reschedule your appointment. No cancellation fee will be charged in this situation.

NDIS Participants

For clients under the National Disability Insurance Scheme (NDIS), we adhere to the following guidelines regarding cancellations:

  • A minimum of seven (7) clear business days' notice is required for cancellations or rescheduling.

  • Short-notice cancellations may incur fees as per NDIS guidelines if certain conditions are met:

    • The NDIS Pricing Arrangements indicate that providers can claim for short-notice cancellations for that specific support item.

    • The service agreement between Mum2You and the participant specifies that short-notice cancellations can be claimed.

    • We are unable to find alternative billable work for our support worker and are required to pay them for their time.

Refunds

Refunds for unused services are assessed on a case-by-case basis. We strive to address any issues promptly and fairly.

Financial Hardship

We understand that circumstances can change unexpectedly. If you are experiencing financial hardship, please contact us to discuss alternative payment arrangements.

Disputes

Any billing disputes should be reported to us within 30 days of the invoice date. We are committed to resolving disputes promptly and equitably.

Changes to This Policy

Mum2You reserves the right to modify this policy at any time. Changes will be communicated via email and/or our website.

Communication of Policy

We believe in clear communication regarding our payment and cancellation policies. This Payment and Cancellation Policy is incorporated by reference into the Mum2You Pty Ltd Client Agreement. By signing the Client Agreement at the time of service, clients acknowledge that they have read, understood, and agree to the terms outlined in this policy, including any agreed payment plan terms.

For any questions regarding this Payment and Cancellation Policy, please contact us at:

PO Box 4070, Kirwan Qld 4817
Email: info@mum2you.com.au
Phone: 0409 055 339