Last updated: 8 March 2026
1. Introduction
These Terms & Conditions govern the use of the HaiSupport website (www.haisupport.com.au) and the booking, scheduling, and provision of home care services. By accessing our website, creating an account, making a booking, or receiving services, you agree to be bound by these terms.
2. Definitions
– Client: The individual receiving services, or their authorised representative/legal guardian.
– HaiSupport: The service provider, a registered NDIS provider operating in Sydney and surrounding regions.
– Booking: A confirmed appointment for home care services, including date, start time, duration (default 60 minutes), and service type.
– Service Agreement: A formal, two‑copy printed agreement provided to all ongoing home care clients.
3. Booking & Scheduling
– Services are available in 60‑minute blocks with flexible start times (e.g., 6:00 AM, 6:30 AM, 7:00 AM).
– A padding/buffer time may apply between bookings for different clients to ensure safe, high‑quality service delivery.
– Consecutive bookings for the same client will not have a padding time between appointments.
– All bookings are subject to confirmation by HaiSupport.
4. Cancellation & Rescheduling
– Cancellations made 2 hours or more before the appointment start time: no fee.
– Cancellations made less than 2 hours before the appointment: 50% of the service fee will be charged.
– No‑shows will be charged the full service fee.
– Rescheduling requests must be made at least 2 hours in advance and are subject to availability.
5. Home Care Service Agreement
All home care clients will receive a formal, **two‑copy (duplicate) printed Service Agreement** upon commencement of ongoing services.
– The agreement sets out service scope, schedule, responsibilities, confidentiality, and terms of service.
– Clients must review, sign, and return one copy to HaiSupport for countersigning.
– Clients retain the second signed copy for their personal records.
This agreement supplements these Terms & Conditions.
6. Service Delivery
– Standard service (Home care) hours: 6:00 AM – 6:00 PM, Monday to Friday.
– After‑hours and weekend services may be available at an additional cost.
– Clients must provide a safe environment and correct access details (keys, codes, etc.) at least 24 hours before the service.
7. Payment & Fees
– Service rates are $60 per hour (inclusive of GST).
– Invoices are issued upon service completion. Payment is due within 14 days.
– For NDIS participants, HaiSupport will process claims directly with plan managers or support coordinators where authorised.
8. Liability & Indemnity
HaiSupport takes all reasonable care in service delivery. We are not liable for indirect, consequential, or incidental loss or damage, except in cases of gross negligence or wilful misconduct. Clients agree to indemnify HaiSupport against claims arising from unsafe premises or failure to comply with these terms.
9. Amendments
HaiSupport may update these terms from time to time. The latest version will be posted on our website. Continued use of services constitutes acceptance of the updated terms.