Refund Policy

Last updated: 2026/01/01

Our Commitment

At Alivio Care Services, we know that you have to trust, have compassion, and be transparent to the loved ones, be it the aging relatives or those living with a disability. Our vision and mission are to give high-quality and person-centred care and make sure that our financial affairs are conducted fairly and in an honest manner.
This Refund Policy discusses our payment, cancellation, and refund arrangements for our NDIS services.

1. Service Agreement

Before services commence, all participants (or their authorised representatives) are required to enter into a Service Agreement with Alivio Care Services.
This agreement details:

Payment arrangements and pricing, and
Words on cancellations, changes, or refunds.

The signing of the agreement through the agreement between both parties recognizes and accepts these conditions.

2. When a Refund May Be Issued

Refunds may be considered under the following circumstances:

Service Not Delivered
If a scheduled service is cancelled by Alivio Care Services and cannot be rescheduled, a full refund for the undelivered portion will be provided.
Advance Payment or Overpayment
If you have made a payment in advance or an overpayment has occurred, we will refund the excess amount once verified.
Cancellation with Notice
If a participant cancels a service before the required notice period as outlined in the Service Agreement, a full or partial refund may be issued.
Change in Circumstances
In special situations such as a participant’s change in health, relocation, or NDIS plan adjustments a fair refund will be considered in consultation with the participant or their representative.

3. When Refunds Cannot Be Issued

Refunds will generally not apply if:
- Refunds will generally not apply if:
- The service has already been delivered.
- Cancellation is made without the required notice period.
- The participant decides to end services once this is started.
- The request fails to comply with the provisions given in the Service Agreement.

4. How to Request a Refund

If you believe you are eligible for a refund, please contact our team in writing at:

📧 EMAIL: info@aliviocareservices.com.au

📞PHONE NUMBER : +61 02 4604 1117

Please include:

Your full name and contact information
NDIS or client number (if applicable)
Details of the service and payment
The reason for your refund request

All refund requests will be acknowledged within 5 business days and processed within 10–14 business days once approved.

5. Refund Method

The refunds will be done through the same route as the initial payment unless otherwise agreed.
In the case of NDIS-managed participants, the refunds should be done under the guidelines of the NDIS payment and provider in the NDIA portal.

6. Complaints or Disputes

We value open communication and encourage you to reach out if you are not satisfied with a refund decision.
If an issue remains unresolved, you may contact the:

NDIS Quality and Safeguards Commission
🌐 www.ndiscommission.gov.au
📞 1800 035 544

We are committed to resolving all concerns respectfully, promptly, and fairly.

7. Updates to This Policy

Alivio Care Services may review and update this policy as needed. Our website will always have the latest version. Updates will not affect refund requests for services provided under a prior agreement unless both parties agree in writing.

Our Promise

We represent compassion, respect, and reliability at Alivio.
Our refund policy helps demonstrate our long-term dedication to all our participants and families to treat them with dignity, honesty, and caring, just like we treat our loved ones.

Alivio Care Services offers compassionate, NDIS-registered disability support in Sydney, enabling your loved ones to live safely, independently, and with dignity at home.

Contact Information

Sydney, NSW, Australia

Phone:

+61 02 4604 1117

Email Address

info@aliviocareservices.com.au

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