4. Cancellation, Changes and Refunds
4.1 Reservation Cancellation policy
If less than five (5) clear business days’ notice is given to cancel a reservation, 100% of the total fee must be paid (to a maximum of 5 nights). There is no charge if more notice of cancellation is given.
4.2 In the case of a shortened stay or amended dates of bookings, no less than five (5) clear business days’ notice prior to the original arrival date is required, or a one (1) night charge will be incurred.
4.3 During peak periods, higher nightly rates may be charged than the regular advertised packages. These rates will still fall within the NDIS price guide for those days.
Peak Periods include:
• December 20 – January 31 (inclusive)
• Long Weekends / Public Holidays
4.4 Changing your supports
A guest may change package level without charge if more than five (5) clear business days’ notice is given prior to their date of arrival. Within five (5) clear business days of arrival, a guest may downgrade their package, however a one (1) night fee of the package rate initially booked, will be charged. If multiple changes are made to a guest’s package type during their stay (e.g. from Wellness and High Support Package to Wellness and Support Package), a one (1) night fee of the package rate initially booked, will be charged per instance a request for change is made. If a guest would like to upgrade to a care package during their stay, Sargood on Collaroy will provide this service only if there is adequate staff availability and a new Service Level Agreement is signed.
4.5 Therapist Cancellation policy
If less than two (2) clear business days’ notice is given to cancel an appointment, 100% of the total fee must be paid. There is no charge if more notice of cancellation is given.
4.6 You agree to inform Sargood on Collaroy immediately if your funding is suspended or replaced by a new funding agreement.
4.7 Changes to Service Level Agreements
If changes to the supports or their delivery are required, we both agree to discuss and review this Service Level Agreement. We both agree that any changes to this Service Level Agreement will be in writing, signed, and dated.
4.8 Ending a Service Level Agreement
Should either Party wish to end this Service Level Agreement they must give reasonable notice. Payment for supports/services is required during this notice period.
If either Party seriously breaches this Service Level Agreement, the requirement of notice will be waived.