Cancellation Policy

This cancellation policy supports service delivery by Balwyn Evergreen Centre (BEC) and minimizes the impact of cancellations ensuring our centre remains sustainable. It establishes principles, obligations, and controls to ensure BEC is accountable to all clients by:

The client is treated with dignity and respect and able to maintain their identity. They can make informed choices about care and services and live the life they choose.
Fees are set responsibly, ethically, and in full compliance with the values that guide our mission.

Our mission — to foster a community of friendship, health, wellbeing and independence for people aged 65 and older — places the dignity, safety, and privacy of our clients at the centre of everything we do. This commitment extends to how we adopt and set fees.

1.1 Scope

This policy applies to all clients of Balwyn Evergreen:

Commonwealth Home Support Program Clients
Private Clients
Support at Home Clients
NDIS Clients

1.2 What is Covered

This policy covers all services that are delivered by Balwyn Evergreen Centre. Clients attending services that are required to be booked in advance including but not limited to transport, outings, allied health or services that include a meal, must provide notice of cancellation or a cancellation fee will be charged.

companies we engage to carry out functions and activities on our behalf

other individuals or entities following express or implied consent given by the individual(s) concerned
lessen or prevent a threat to an individual or public health or safety
to an enforcement body when reasonably required to do so.

CANCELLATION PRINCIPLES

We understand that things happen and booked services need to be cancelled from time to time. Many of our services have limited numbers or a meal provided and require prebooking. These services include but are not limited to: Transport Services, Outings, Falls Prevention Course, Supported Lifestyle Program and Senior Divas. Late cancellation of these services impact our ability to deliver these services in a cost effective way and keep our prices low. Revenue from fees will be used to support ongoing service delivery.

Transport:

Failure to notify us before 9am on the day transport is required will incur a cancellation fee to the equivalent of one-way transport fee.

Outings:

We will contact you 1 business day before the scheduled outing to confirm your attendance. Cancellation of your booking after confirmation will incur a cancellation fee equivalent to the full cost of the outing plus any pre-purchased entry tickets.

Falls Prevention Course:

The course consists of 10 weeks of hourly sessions. Missed sessions will not be reimbursed but a catch-up session may be offered. Cancellations of this course are permitted up to 7 business days prior to commencement. Cancellations after this time will not be reimbursed.

Supported Lifestyle Program:

Booking for this program is essential as numbers are limited and meals prepared in advance. Cancellations are permitted up to 4pm the day prior for your booked program. Late cancellations will incur a fee equivalent to the community lunch fee.

Senior Divas:

1:1 and Group Gym Sessions:

Booking sessions with the Exercise Physiologist in the gym are essential as space is limited. Cancellations are permitted up to 9am on the day the session is booked. Late cancellations will incur a fee equivalent to 50% of the full cost of the session.

Physiotherapy:

Booking sessions with the Physiotherapist are essential as space is limited. Cancellations are permitted up to 9am on the day the session is booked. Late cancellations will incur a fee equivalent to 50% of the full cost of the session.

Podiatry:

Booking sessions with the Podiatrist are essential as space is limited. Cancellations are permitted up to 9am on the day the session is booked. Late cancellations will incur a fee equivalent to 50% of the full cost of the session.

Please be aware that we are unable to invoice your support at home package for any cancellation fees as services were not delivered.