Refund & Cancellation Policy
Last edited 07 September 2026 — reflects the cancellation & payment terms in StepByStep Recovery's Service AgreementSource: this page is adapted from the Cancellation Policy and Payment Process sections of StepByStep Recovery's official Service Agreement. NDIS-specific pricing references apply to NDIS-funded sessions; other funding schemes follow their own rules where applicable, as noted below.
Cancellation Policy
A minimum of 24 hours' notice is required to cancel or reschedule a scheduled service.
If less than 24 hours' notice is provided, or you do not attend a scheduled service, StepByStep Recovery may charge 100% of the scheduled fee as a short-notice cancellation, in line with NDIS Pricing Arrangements and Price Limits. For therapy services and Allied Health Assistant (AHA) services, the cancellation fee is based on the scheduled session length. Where travel has been incurred or allocated, travel may also be charged in accordance with NDIS guidelines.
Reasonable exceptions may be considered in the event of emergencies or unforeseen circumstances.
Cancellations can be made by contacting StepByStep Recovery on 0426 248 969 or emailing info@stepbysteprecovery.com.au.
Funding-Specific Rules
The 24-hour notice period above applies across all clients. For NDIS-funded sessions, cancellation fees follow NDIS Pricing Arrangements and Price Limits specifically. Where your services are funded through Medicare, WorkCover, TAC, DVA or private health, that scheme's own cancellation rules may also apply in addition to the terms above.
Payment Process & GST
Payment for services is processed in accordance with your funding or plan management type. Invoices are issued following service delivery and are expected to be paid within 7 days unless otherwise agreed. Where funding is insufficient or unavailable, you agree to be responsible for payment of services delivered.
In line with Australian Taxation Office (ATO) guidelines, most NDIS-funded supports provided by StepByStep Recovery are GST-free. Where GST is applicable, this will be clearly indicated on invoices.
Refunds
Where a session has been paid for but not delivered due to an error on our part, a refund or credit toward a future session will be offered. Refunds are generally not provided for sessions attended, or for late cancellations covered by the cancellation fee above.
Ending Services
You're free to end services with StepByStep Recovery at any time by letting us know. For NDIS participants, 30 days' written notice applies under your Service Agreement. We'll confirm any outstanding fees, session credits, or documentation you may need for your funding body.
Questions
If anything about a fee, cancellation or refund is unclear, contact us at info@stepbysteprecovery.com.au before your appointment.