Cancellation & Refund Policy

All cancellations must be given to us in writing, by email or text message. Please contact us as early as you can.

A cancellation is treated as short notice when:

• you give us less than seven clear days' notice, or
• you do not arrive for a booked activity within a reasonable time, or are not at the agreed meeting point within a reasonable time.

If you cancel at short notice, we will do our best to fill your place. If we can fill it, no charges apply. If we cannot fill it, and we are unable to redeploy the support worker to other paid work and still have to pay them for the time, the full cost of the activity applies, including both the NDIS-funded component and any out-of-pocket cost.

Once you have confirmed your place and we have booked it on your behalf, you are liable for the cost of that booking, whether or not you attend.

Our programs run as blocks over several weeks, and the out-of-pocket cost for the block is invoiced at the start. If you miss a week, that week is not refunded.

If you don't attend a scheduled session without letting us know, the usual rate applies for that session.

Overnight experiences involve accommodation, activities and travel that we book and pay for well ahead of time, so different terms apply. From the time a booking is confirmed, time spent on communication, planning, organising and securing bookings is chargeable under the relevant non-face-to-face NDIS line item.

Where possible we will try to fill a cancelled place. If we find a replacement, NDIS and out-of-pocket charges will not apply. If we cannot, the fees above remain payable.

Why some overnight costs are out of pocket

NDIS Short Term Accommodation funding covers your support and your accommodation. It cannot be used for meals, activities, entry fees or personal spending, so those costs sit outside your funding and are invoiced to you directly.

We'll always set these out for you before you commit, and the final amount is confirmed at the end of your stay.

If the standard cost breakdown doesn't suit your plan or circumstances, talk to us, as we can often structure the invoicing differently. Bear in mind that alternative arrangements usually increase the out-of-pocket portion.

On an overseas break, NDIS funding can only be used for the cost of the support provided. Flights, accommodation, transport, meals, activities and travel insurance are all out-of-pocket costs. This is different to our domestic stays, where accommodation is covered under Short Term Accommodation funding.

The cancellation terms are the same as for our domestic overnight stays. Please be aware that flights and international bookings are usually non-refundable from the moment they are booked, so your out-of-pocket exposure on an overseas break begins earlier and is generally higher.

If a guest does not arrive for a booked activity, we will contact the guest or their parent or carer to check on their safety and wellbeing.

We review every cancellation individually, and we would encourage you to tell us about anything relevant to your situation.

Charges may be waived where a guest has experienced a significant event, such as a death in the family. This decision is made at the discretion of the Director of Travel Buddy Adventures.

Please don't come along if you are unwell. Many of our guests live with health conditions that make them more vulnerable, and staying home protects everyone in the group.

We want to be straight with you about the cost. Being unwell does not automatically remove a cancellation charge. The NDIS short notice rules apply in the same way whatever the reason for cancelling. What we will always do is try to fill your place, and if we can, no charge applies.

If you are facing an extended illness or a hospital stay, please talk to us. Charges may be waived at the discretion of the Director, and we may ask for a medical certificate to support that.

COVID-19

If a guest tests positive, please follow current NSW Health guidance and let us know as soon as possible. Our team will contact you or your carer to arrange alternatives. Additional costs may arise from changed bookings, accommodation, transport, meals or extra staff support.

Nothing in this policy limits your rights under the Australian Consumer Law.