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BlueRocket Therapy — Service Agreement Terms and Conditions

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, and follow relevant laws and standards. 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 supports with you at least once a year, whenever the supports you are receiving from us change, and at any time you ask us to. You can change or end the supports you receive from us at any time.

2. What is included in services

Your Agreement sets out the type of therapies we deliver, our hourly rates, and the typical cost of our sessions and assessment packages. You decide the quantity and type of supports you receive from us. Supports can be delivered in clinic, via telehealth, at home, school or in community settings, and may include assessment, intervention, case notes, and reasonable communication with you and your team (e.g. support coordinators, parents, guardians, carers). Some supports, such as reports and attendance at meetings on request, are charged separately and only when agreed with you in advance, as set out in section 4.

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

Changes to the supports you receive can be agreed verbally or in writing.

2A. Before we start

Before the first session you will: confirm your funding management type, provide relevant reports and consent forms, advise access or safety requirements for the service location, and nominate decision makers if any. It is your responsibility to ensure you have sufficient funding for the supports you request. We will: confirm the scheduled location, what we will cover in the initial consultation, the cost of supports, and any expected travel or material costs.

3. Prices and budgeting

For NDIS services, 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.

Your Agreement shows the support items and rates that we charge.

4. Billing and payment

We bill for the direct therapy time your clinician spends with you and the non-face-to-face time that supports it, in line with NDIS rules. The typical non-face-to-face time for each session type is set out in your Agreement, and we only charge for the work we have actually done. Non-face-to-face time included in a session covers work such as session preparation, case notes, appointment summaries, therapy plans, documenting progress against goals, short documents such as school forms, and reasonable communication with you and your support network about your therapy goals and progress. We do not bill for appointment scheduling.

Some non-face-to-face work goes beyond what is included in a standard session. We only bill this on top of standard session billing when we have agreed it with you in advance, so nothing extra appears on an invoice as a surprise. This work includes therapy summaries, attending external meetings on request, larger report writing, ad hoc emails about you between sessions, resource making, detailed equipment or AAC trial documentation, and multidisciplinary case conferences.

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.

If you, or someone in your household, are unwell, please do not attend in person and let us know as early as you can — we can switch the session to telehealth to keep things on track. For non-group supports, if you cancel with less than 2 clear business days' notice, do not attend at the agreed time and place, or choose to cancel altogether rather than switch to telehealth, we will charge 100 percent of the session cost, in line with NDIS rules. This covers the time we had reserved just for you, including session preparation, the session itself, follow-up such as case notes, and planned travel to and from your appointment.

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 for your consent to collect, share and exchange information with third parties, and for any recording or transcription of sessions used to support your documentation. The way we handle this is set out in our Privacy Policy. We update our consents at regular intervals, and any consent you provide can be withdrawn at any time without affecting your services.

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.

For all clinic sessions with children and young people under 18, a parent, caregiver or guardian must remain on site for the entire session. A session cannot proceed if a parent, caregiver or guardian is not present on site.

13. Ending or changing services

You can end this agreement at any time, with immediate effect, by telling us in writing or verbally. If you tell us verbally, we will confirm it back to you in writing so we both have a record. Any supports we have already delivered, or that you have already agreed to and we cannot reasonably cancel, still need to be paid for.

We may also end this agreement, giving you as much notice as we reasonably can, and immediately where there is a safety risk or other serious concern. We will try to support a smooth transition to alternative services.

Your Service Agreement with us stays in place over time, so when your NDIS funding changes — whether through a plan review, a rollover, or a new plan — there's no need for us to issue a new Service Agreement. Your existing Agreement continues to apply, along with any updates to these Terms we've shared with you.

While it's your responsibility to make sure you have enough funding for the supports you request, we're always happy to help you keep track. You can ask us at any time for a summary of what you've spent with us, or an estimate of likely future costs based on your session frequency and duration, so you can check this against your funding.

14. Changes to these Terms

From time to time we may update these Terms, for example to reflect changes to our services, the law, or NDIS requirements. When we do, we will send you the updated Terms and let you know what has changed, and we will always invite you to raise any questions or concerns, or to discuss your services with us. The updated Terms apply from the date they take effect. If you do not wish to continue under them, you can end your Agreement at any time, immediately, as set out in section 13. 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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