Terms of Service
These terms govern your use of our services and establish the foundation for our professional relationship.
These Terms of Service ("Terms") constitute a legally binding agreement between you and Willow Nest Support ("we," "our," or "us") regarding your use of our disability and aged care services.
By engaging our services, accessing our website, or signing a service agreement, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, please do not use our services.
Willow Nest Support is a registered NDIS provider offering disability and aged care services including:
- Personal care and assistance
- Domestic assistance and household support
- Community participation and social support
- Supported Independent Living (SIL)
- Respite care services
- Transport and mobility support
- Companionship and emotional support
All services are provided in accordance with NDIS guidelines, Australian standards, and our internal policies and procedures.
NDIS Participants
- Must have an active NDIS plan with available funding
- Services must align with your approved NDIS goals and budget
- Must provide accurate NDIS participant information
Private Clients
- Must be able to consent to services or have an authorized representative
- Must provide accurate health and support information
- Payment arrangements must be established before service commencement
Before services commence, we will work with you to develop:
- A comprehensive service agreement outlining roles and responsibilities
- An individual support plan tailored to your needs and goals
- Clear communication protocols and emergency procedures
- Agreed service schedules and delivery methods
Any changes to your service agreement must be documented and agreed upon by all parties.
As a client, you agree to:
- Provide accurate and complete information about your needs and circumstances
- Treat our staff with respect and maintain appropriate boundaries
- Provide a safe working environment for our support workers
- Give reasonable notice for appointment changes or cancellations
- Pay for services in accordance with agreed payment terms
- Inform us promptly of any changes to your needs or circumstances
- Follow agreed safety protocols and procedures
- Respect the confidentiality of our staff and other clients
NDIS Funding
- Services will be claimed directly from your NDIS plan where possible
- You are responsible for ensuring adequate funding is available
- Any services exceeding your plan budget require prior approval and payment
Private Payment
- Payment is due within 14 days of invoice date unless otherwise agreed
- Late payment fees may apply for overdue accounts
- Services may be suspended for non-payment
Cancellation Policy
Cancellations with less than 2 hours notice may incur a cancellation fee. Emergency cancellations will be considered on a case-by-case basis.
Service Limitations
Our services do not include:
- Medical treatment or clinical care
- Services requiring specialized licenses we do not hold
- Activities that pose unreasonable risk to staff or clients
- Services outside our scope of registration
Liability
We maintain appropriate insurance coverage and will take responsibility for services provided negligently. However, our liability is limited to the extent permitted by law, and we are not responsible for outcomes beyond our reasonable control.
We are committed to protecting your privacy and maintaining confidentiality of your personal information. Our privacy practices are detailed in our Privacy Policy, which forms part of these Terms.
We may share information only as necessary for service delivery, safety, legal compliance, or with your explicit consent.
We welcome feedback and take all complaints seriously. Our complaints process includes:
- Initial response within 24 hours
- Investigation and resolution within 21 days
- External review options if you're not satisfied
- No retaliation for making complaints in good faith
You may also lodge complaints with the NDIS Quality and Safeguards Commission or other relevant authorities.
By You
You may terminate services at any time with reasonable notice. We will work with you to ensure a smooth transition to alternative arrangements if needed.
By Us
We may terminate services in cases of:
- Non-payment or breach of agreement
- Unsafe working conditions
- Inappropriate behavior toward staff
- Services no longer meeting your needs
We will provide reasonable notice and transition support where possible.
We may update these Terms from time to time to reflect changes in our services, legal requirements, or business practices. We will notify you of significant changes and provide reasonable time to review updated terms.
Continued use of our services after changes take effect constitutes acceptance of the updated Terms.
If you have questions about these Terms or need to discuss your service agreement, please contact us:
Email: info@willownestsupport.com.au
Phone: +61 450102595
Mail: Willow Nest Support, 1 Amethyst Way, CARINE, WA 6020
These Terms are governed by Australian law and any disputes will be resolved in Australian courts.