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Cancellation Policy

On the Spot Equipment Prescription Service Pty Ltd (ABN 84 688 581 624), trading as NeuroSwift

Last updated: 20/08/2026

1. Why this policy exists

Assessment appointments are booked with a named practitioner and that time is held exclusively for you. When an appointment is cancelled at short notice, that time usually cannot be reallocated to another participant. This policy sets out the notice we ask for, and what happens if we do not receive it.

2. Notice period

We ask for at least 48 hours' notice if you need to cancel or reschedule your assessment.

3. How to cancel or reschedule

Contact us by any of the following:

Please include your full name and the date and time of your appointment. Your cancellation is effective from the time we receive it, not from the time you send it, so please allow for this if you are close to the notice deadline.

4. Cancellations with sufficient notice

If you cancel with at least 48 hours' notice:

  • No cancellation fee applies.

  • We will offer you the next available appointment with the same practitioner, or with an alternative practitioner if you prefer.

  • If you have already paid and do not wish to rebook, your payment will be refunded in full within 10  business days

 

  • 5. Short notice cancellations and non-attendance

A short notice cancellation means any of the following:

  • You cancel with less than 48 hours' notice.

  • You do not attend the appointment.

  • You are not contactable, or are unable to participate, for more than 15 minutes after the scheduled start time.

Where a short notice cancellation occurs, you will be charged 100% of the service fee.

6. How the fee is charged

If a fee applies, it will be charged to your nominated payment method / invoiced to you / claimed against your NDIS plan in accordance with your service agreement and your funding arrangement.

If your assessment is funded through your NDIS plan, a short notice cancellation may reduce the funding available for future supports. If you are plan managed, your plan manager will be notified in the usual way.

7. Repeated short notice cancellations

If 2 or more short notice cancellations occur, we may ask to speak with you before booking a further appointment. We will always try to understand what is getting in the way and find an arrangement that works, including a different time of day, a different practitioner, or additional support to attend.

8. When we waive the fee

We understand that disability, illness and personal circumstances do not follow a schedule. A cancellation fee will not be charged where you are unable to attend due to circumstances genuinely beyond your control, including:

  • Sudden illness, injury, or a change in your condition

  • Hospitalisation

  • A death or serious illness in your immediate family

  • Failure of essential support, such as your transport or support worker not arriving

  • A natural disaster, emergency, or similar event

Please tell us as soon as you can. We may ask for supporting information, but we will apply this section reasonably and will not require documentation as a matter of course.

9. If we need to cancel

If your practitioner is unable to attend, we will notify you as soon as possible and offer you the earliest available alternative appointment. No fee applies, and if you no longer wish to proceed you will receive a full refund of any amount paid.

10. Telehealth and technical issues

Assessments are delivered by telehealth. If the appointment cannot proceed because of a technical failure:

  • On our side or the practitioner's side, no fee applies and the appointment will be rescheduled at no cost to you.

  • On your side, we will make reasonable attempts to reconnect with you for 15 minutes. If the appointment cannot proceed, the short notice cancellation terms apply.

We will send you connection details and simple instructions in advance. If you would like to test the connection before your appointment, contact us and we will arrange it.

11. Who delivers your assessment

Assessments arranged through NeuroSwift are delivered by SPOT4you, an NDIS-registered provider. Spot's own cancellation terms also apply to your appointment, and are set out in your service agreement. Where the two differ, Neuroswift. See our Spot relationship disclosure page for more detail.

12. Questions and complaints

If you have a question about this policy, or you believe a fee has been applied unfairly, contact us at contact@neuroswift.solutions and we will respond within 5 business days.

You can also raise a concern with the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au.

13. Changes to this policy

We may update this policy from time to time. The version that applies to your appointment is the one published on this page at the time you booked. We will notify you of material changes before your next appointment.

 

Contact

On the spot Equipment prescription Service Pty LTD - Trading as NEUROSWIFT

contact@neuroswift.solutions | 0400553117

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