Terms & Conditions – My Companion Services
These Terms and Conditions apply to all services provided by My Companion Services. By using our services, you agree to these terms. If you have any questions or concerns, we encourage you to contact us directly.
1. About Us
My Companion Services provides non-medical support, social outings, companionship and transport services to clients across Newcastle and Lake Macquarie, NSW. Our goal is to help people remain independent, safe and socially connected.
2. Our Services
We deliver our services with professionalism, care and respect. Services may include:
Transport to appointments, shopping or social activities
In-home companionship and support
Assistance with errands or daily tasks
Support tailored to individual needs
The exact services provided will be agreed upon in advance with each client or their authorised representative.
3. Bookings and Scheduling
All bookings must be arranged in advance, either directly with our team or through an authorised contact (such as a family member, carer or support coordinator).
We do our best to accommodate your preferred times, but bookings are subject to availability.
If you need to cancel or reschedule, we ask for at least 24 hours’ notice where possible. Cancellations made with less than 24 hours’ notice may be subject to a cancellation fee.
4. Fees and Payments
Fees for our services are discussed and confirmed before service delivery. They may vary depending on service type, duration, distance and other factors.
Payment terms will be agreed in writing (e.g. direct billing, private payment)
Invoices must be paid within the specified timeframe noted on your invoice
Late payments may result in service delays or cancellation until payment is received
If you have questions about a fee or invoice, please contact us promptly so we can resolve it.
5. Client Responsibilities
To help us deliver services safely and effectively, clients (or their representatives) are expected to:
Provide accurate and up-to-date information
Communicate any changes to health, needs or contact details
Ensure the home or environment is safe for support staff
Treat our staff with courtesy and respect
We reserve the right to suspend or cancel services if we believe a situation poses a safety risk to our team or others.
6. Privacy and Confidentiality
We handle all personal information in accordance with our Privacy Policy, the Privacy Act 1988 (Cth), and where applicable, the Health Records and Information Privacy Act 2002 (NSW).
All client information is treated as confidential and will only be shared with third parties when necessary to deliver services or when required by law. You can view our full Privacy Policy on our website or request a copy at any time.
7. Limitation of Liability
While we take every care in delivering our services, My Companion Services is not liable for:
Delays or disruptions caused by circumstances beyond our control (e.g. traffic, weather, emergencies)
Any indirect or consequential loss arising from use of our services
Personal property loss or damage unless it is due to our negligence
We maintain appropriate insurance and comply with all relevant laws and safety obligations.
8. Refund Policy – My Companion Services
At My Companion Services, we are committed to providing professional, personalised support services with care and reliability. We aim to ensure each client receives a high-quality experience tailored to their needs.
This Refund Policy outlines the terms under which refunds may be issued for our services, in accordance with the Australian Consumer Law (ACL) and NSW Fair Trading regulations.
Non-Refundable Once Services Commence
Once a booked service has commenced, it is considered delivered in full or in part. In such cases, refunds will not be issued, regardless of whether the client chooses to discontinue or cancel part-way through the appointment. This includes (but is not limited to):
– Companion support services
– Driving or transport assistance
– In-home care or errands
– Pharmacy, shopping or pet transport services
We encourage clients to speak with us in advance if they have any questions or concerns about a booked service.
Cancellations and Rescheduling
If you need to cancel or reschedule a service, we require a minimum of 24 hours’ notice. Services cancelled with sufficient notice may be rescheduled without penalty.
Cancellations made within 24 hours of the scheduled start time may be charged at full cost, depending on the nature of the booking and any resources already committed.
Consumer Guarantees
Our policy does not override your rights under the Australian Consumer Law. If a service you receive is not delivered with due care and skill, or is not reasonably fit for its intended purpose, you may be entitled to a remedy such as a refund or replacement service.
How to Request a Refund (if applicable)
All refund requests must be submitted in writing to info@mycompanionservices.com.au within 3 business days of the scheduled service. Requests must include the client’s name, booking details, and a clear explanation of the issue.
If you have any questions about this policy or need further information, please contact us on 1800 627 669.
9. Feedback and Complaints
We welcome your feedback and take complaints seriously. If you’re unhappy with any aspect of our service, please contact us directly so we can address the issue as soon as possible.
If you’re not satisfied with our response, you can also contact the Office of the Australian Information Commissioner (OAIC) by visiting www.oaic.gov.au or calling 1300 363 992.
10. Changes to These Terms
We may update these Terms and Conditions from time to time. Any changes will be published on our website. Your continued use of our services after changes are made will indicate your acceptance of the updated terms.
11. Contact Us
If you have any questions about these Terms and Conditions or our services generally, you’re welcome to get in touch at any time.