This Cancellation Policy applies to all clients that receive services from Novita, including those funded by the NDIS and other funding sources.
Summary
From time to time, your services may need to be cancelled either by yourself or Novita.
Customers will not be charged for a service that Novita cancels and cannot substitute or reschedule.
Novita will charge late cancellation fees if you cancel your services with less than the required notice. The amount of notice we require depends on your service type.
Late cancellation fees are 100% of the agreed price for the cancelled service including the scheduled travel time.
Here is a summary of the notice of cancellation we require if you want to avoid a late cancellation fee.
Table 1: Notice of Cancellation Periods
| Novita Service | Late Cancellation Periods |
| Therapy | Less than 24 hours |
| Community Programs such as Individualised Support, Day Options, Respite and Recreation Programs | Less than 7 days |
| Supported Independent Living Services | Less than 60 days |
Novita Cancellations
Novita will provide a minimum of 24 hours’ notice if a service needs to be rescheduled; however, where a cancellation is needed due to staff illness as much notice as possible will be given.
When a Novita service is cancelled due to planned or unplanned staff leave every attempt will be made to provide our customers an alternative service or worker which may include:
- offering the session with another staff member of the same discipline,
- offering the session with another member of the customer’s regular team,
- offering an alternative group program, or
- rescheduling with the staff member taking leave or a suitable substitute.
Novita’s ability to substitute or reschedule cancelled visits will depend on staff availability, the suitability of alternate programs and its customers’ preferences.
Non Attendance
When a customer does not attend a scheduled service or appointment, Novita will:
- make every effort to contact the customer.
- notify the customer that non-attendance without notice or reason may lead to loss of regular services.
- claim late cancellation fees in line with Novita’s Cancellation Policy.
Cancellation of Supported Independent Living Services
Supported Independent Living (SIL) participants must give a minimum of 60 days notice of service cancellation to allow sufficient time for a successful transition of services to new living arrangements.
Notice of the service cancellation must be provided to Novita in writing and by the participant or responsible guardian. Shorter periods may be mutually agreed between Novita and SIL participants.
There may be some circumstances when Novita or a SIL participant may wish to terminate a service with less than 60 days notice due to an irretrievable breakdown of supports/relationship which requires a faster exit from services. Generally, this will be due to one or both parties demonstrating that the health and safety of the participant or provider staff is compromised.
If a SIL service is terminated by the participant in less than 60 days, Novita may claim payment for up to 4 weeks/28 days to offset costs relating to the service transition and service vacancy. This includes unplanned permanent exists from the service due to death or other circumstances.
At all times Novita would aim to provide continuity of service and transitional support for SIL participants for planned or unplanned exits from SIL Services.
Exiting a Program of Support
Some Novita services are offered as a program of support. Customers are able to exit the program by providing Novita with two (2) weeks’ notice. You will be charged for events during the notice period.
If you stop attending an agreed program of support for longer than four (4) weeks and do not provide notice, we will consider this an unplanned exit from the program and you will not be charged for any further events.
Termination of Novita Services
Every customer is entitled to end their services with Novita if they wish. If this is the case, we ask that you provide notice in writing. You may still be charged a late cancellation fee for any services that are scheduled within the late cancellation period.
Repeated cancellation or ‘no shows’ by the customer may result in loss of regular session times or withdrawal of services by Novita.
Novita will provide notice in writing of termination of services 14 days or longer to enable the customer or their guardian nominate an alternative provider to deliver those support services.
In the case services are permanently withdrawn by the customer or Novita, we are committed to working with our customers to transition to new service arrangements.