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BlueRocket Therapy — Service Agreement Terms and Conditions

Last updated: 2 September 2025. Jurisdiction: Western Australia.

These Terms and Conditions apply to all services provided by BlueRocket Therapy Pty Ltd ABN 44 688 914 301 to clients and their representatives. Your signed Service Agreement and any Service Agreement Amendments refer to these Terms. Together they form one contract between you and BlueRocket Therapy. Service Agreements and Service Agreement Amendments may be collectively referred to as Service Agreement or Agreement.

1. Roles and principles

We provide allied health services to help you work toward your therapy goals. We both agree to treat each other with respect, keep each other safe, follow relevant laws and standards, and review services at agreed intervals. You and any authorised decision-maker agree to pay valid invoices on time and not place employees or other clients at risk.

These terms and conditions are available on our website, which, through accessibility features, can be adjusted to other formats, languages and larger print. If there is any information we provide to you that is difficult to understand, please ask us for an Easy Read version. We will review your Agreement and supports with you at agreed intervals or if your circumstances change.

2. What is included in services

Your Agreement and Schedule of Supports list the type of therapy, how it will be delivered, where, and expected hours. Supports can be delivered in clinic, via telehealth, at home, school or in community settings, and may include assessment, intervention, reports, case notes, reasonable communications with you and your team (e.g. support coordinators, parents, guardians, carers), and attendance at required appointments.

When scheduling in services, we will communicate the usual days and times of sessions and whether supports are one off or ongoing.

Changes to your schedule of supports can be agreed verbally or in writing. We will issue Service Agreement updates when changes have been made.

2A. Before we start

Before the first session you will: confirm your funding management type and plan details, provide relevant reports and consent forms, advise access or safety requirements for the service location, and nominate decision makers if any. We will: confirm the scheduled location, what we will cover in the initial consultation, price items and any expected travel or material costs.

3. Prices and budgeting

  • For NDIS servies, we follow the current NDIS Pricing Arrangements and Price Limits and will not exceed the relevant caps for NDIS-funded supports. If NDIS updates prices, we apply those changes in line with the NDIS rules and your plan budget.
  • Your Agreement shows the support items and rates.

4. Billing and payment

  • We bill for direct therapy time and non face-to-face time that is required to deliver quality services. This is in alignment with the NDIS price Guide. Examples of non-face-to-face time include, but is not limited to, session preparation, case notes, report writing, resource development, care/equipment coordination, meetings with your consented network, and travel as allowed by NDIS rules. We do not bill for appointment scheduling.
  • How payment works
    • NDIS Self-managed or privately paying: we invoice you. Payment is due within 7 days.
    • NDIS Plan-managed: we invoice your plan manager. Payment is due within 7 days.
    • NDIS Agency-managed: We do not provide services to NDIS Agency managed clients.

4A. Responsibility for funding

It is the responsibility of clients and their representative to ensure they have sufficient funding for supports that are being requested and delivered. Payment is required for any supports we provide that are requested by clients/their representatives.

We will notify clients/their representatives of upcoming services via appointment reminders or their therapist directly — so there will be no surprises; and we act on your instruction regarding the services you are seeking. We also notify you if invoices remain unpaid by your listed billing contact/funding body.

If you continue to receive services you have requested without sufficient funds, you are personally liable for payment. If invoices remain unpaid, we reserve the right to cease services and escalate to external debt collection agencies to recover amounts owing.

5. Travel and out-of-pocket expenses

Travel is charged at current NDIS approved prices for therapy and subject to change following NDIS reviews.

If we travel to you, we charge:

  • Travel time to and from your appointment, within NDIS limits for your area. E.g. in the Perth Metro area the NDIS limits are 30 minutes each way. If multiple clients are seen at one site, travel time may be shared fairly between clients.
  • For Kilometres travelled and reasonable parking or tolls where incurred.

All travel charging follows current NDIS rules and rates and will be explained in advance.

6. Cancellations and no-shows

Tell us as early as possible if you need to cancel.

  • For non-group supports: less than 2 clear business days’ notice, or no attendance at the agreed time and place, may be charged up to 100 percent of the total session cost, which includes the time we had planned for session prep, the session itself, session follow up (case note writing) and travel to and from your appointment. This is the total time we had reserved just for you.
  • For group supports: different notice periods apply and may be up to 7 days depending on duration and value.

We apply NDIS cancellation rules and act reasonably if there are genuine emergencies.

7. Emergencies and disasters

We maintain continuity plans to manage risks to client safety and the continuity of our services. We do not provide accommodation or direct care. You, your guardian, or other providers remain responsible for your broader emergency preparedness. Where a service occurs at your residence or venue, please inform us in advance about any emergency procedures and how our clinicians should assist.

8. Privacy and confidentiality

We keep your information safe and private, use it only for your services or as required by law, and share it only with your consent or where legally required or safety is at risk. We follow the Privacy Act 1988 and relevant NDIS and state requirements. You can ask to access your information.

9. Consent options

We will ask you for your consent to collect, share and exchange information with third parties. We will update our consents at regular intervals, and if you provide consent, it can be withdrawn at any time.

10. Feedback, concerns and complaints

We welcome all feedback - whether it's a compliment, suggestion, or complaint. You can share your feedback at any time by speaking with your clinician or our team, via email at hello@bluerockettherapy.com.au, by phone on 1300 339 493, in person, or via our online feedback form at bluerockettherapy.com.au/feedback. You can also access our contact details or feedback via our Contact Us page on our website. If you'd like, you can have a support person or advocate help you.

We will:

  • Acknowledge your feedback within 2 business days
  • Keep you informed of what happens next
  • Work to resolve any concerns as quickly as possible

If you're not satisfied with the outcome, you can contact a third party organisation for support:

Your feedback helps us improve – thank you.

Advocacy / other organisations
If you have a matter that has not been resolved to your satisfaction, you may wish to contact one of the following organisations. We can assist to contact them if you wish.

11. Disputes

If a dispute arises, the party raising it will give a short written notice. Both parties will try to resolve it quickly. If not resolved, either party may seek mediation with an independent mediator. Mediation will be held in Perth, Western Australia. Each party pays its own costs.

12. Safety, conduct, and property

Everyone must act safely and respectfully. Discriminatory, aggressive, threatening, abusive (including persistent or directed swearing), or unlawful behaviour will not be tolerated. Where such behaviour occurs, BlueRocket Therapy reserves the right to suspend or terminate services and end the service agreement to ensure the safety and wellbeing of our staff. Where appropriate, reasonable adjustments and alternative supports will be considered prior to service cessation.

Each party is responsible for its own property and insurance except where loss results from a deliberate or malicious act.

13. Ending or changing services

  • You can end this agreement immediately by providing written or verbal instruction. Once an agreement is ended, any services delivered to you during the agreement period still require payment.
  • We may end services immediately if there is a breach of these terms and conditions, safety risk, or non-payment. We will try to support a smooth transition to alternative services.
  • If your NDIS plan is extended by the Agency, we may continue services under the existing Agreement until your new plan is in place unless you tell us otherwise. A revised or new Agreement may be issued after a plan review.

14. Changes to these Terms

We may change these Terms where reasonably necessary to reflect law or NDIS policy changes or to protect legitimate business interests. We will give reasonable notice before changes take effect. If you do not agree, you may end your Agreement. Outstanding obligations and fees still apply.

15. GST

Unless we say otherwise, prices are exclusive of GST. If GST applies, the receiver must pay the GST amount in addition to the price upon receipt of a valid tax invoice.

16. Liability

To the maximum extent permitted by law, we are not liable for indirect or consequential loss arising from services or information provided. This clause does not limit liability that cannot be excluded under Australian Consumer Law.

17. Governance, audits, and quality

We may participate in reviews and audits by the NDIA or other agencies/third parties and may contact you for feedback or quality checks. You will be given notice and your participation is voluntary unless required by law.

18. Severability and entire agreement

If any part of these Terms is invalid, the rest still applies. Your signed Service Agreement and these Terms are the entire agreement about your services and override prior discussions on the same subject.

19. Governing law

These Terms are governed by the laws of Australia and, where applicable, the laws of Western Australia.

Plain-English checklist for clients

Before you engage in services, make sure you understand:

  • What support is being provided, how, where, when, and how often.
  • The price of supports, any other fees, materials or travel costs.
  • The cancellation rules and what happens if plans change.
  • What you and we must do before services start.
  • How changes can be made to your services with us, and how to end the Service Agreement.
  • How to give feedback or make a complaint, and who to contact if issues aren’t resolved.
  • That we will provide the Agreement terms in a format and language you understand.

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