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Booking Agreement & Cancellation Policy

Fair to both customers and helpers. Transparent funding accepted.

Cancellation & Refund

7+ days before100% refund
48h – 7 days before100% refund
24 – 48 hours before50% refund
Less than 24 hours0% refund
No-show0% refund

Exceptions

Government Funding Accepted

If your service is funded by a government scheme, provide your details when booking.

TAC

Transport Accident Commission (VIC)

Accepted

Required: TAC Claim Number + Approval Letter (PDF) + Service Scope

e.g. TAC-2026-123456

WorkSafe

WorkSafe Victoria (WorkCover)

Accepted

Required: WorkSafe Claim Number + Approval Letter (PDF) + Service Scope

e.g. WS-2026-789012

NDIS

National Disability Insurance Scheme

Accepted

Required: NDIS Number + Participant Ref + Plan Number + Plan PDF + Support Category + Budget

e.g. 430 000 0000

My Aged Care

Home Care Package (Level 1-4)

Accepted

Required: Client ID + Package Level + Assignment Letter (PDF) + Approved Services

e.g. MAC-XXXXXXXX

DVA

Department of Veterans\' Affairs

Accepted

Required: DVA File Number + Approval Letter (PDF) + Service Type

e.g. QX123456

Important

  • • Gap payments (amount not covered by funding) charged to your card on file
  • • All claims verified within 24-48 hours before first service
  • • Ensure your approval has not expired before booking
  • • Your claim info is encrypted and only shared with your assigned helper

Booking Agreement

  • ✓100% payment upfront — held securely until service complete
  • ✓Payment released to helper after you confirm satisfaction
  • ✓Customer must have valid payment card before booking
  • ✓Service provider must have BSB/account number to receive payments
  • ✓Government-funded bookings require claim number + approval letter (PDF)
  • ✓Reminders sent at 24h, 12h, 8h, and 4h before service
  • ✓Before & after photo/video evidence required from helper
  • ✓Two-way feedback (rating) after service completion
  • ✓15% platform fee on completed bookings (or as per funding agreement)
  • ✓Disputes must be raised within 48 hours

For Service Providers

  • • Must give at least 24 hours notice to cancel
  • • 3+ cancellations in 30 days may result in temporary suspension
  • • Must have BSB + Account Number registered before accepting jobs
  • • Must upload before/after photo evidence for every job
  • • Government-funded jobs: invoice submitted to funder on your behalf

Last updated: 28 May 2026. This policy applies to all bookings on SilverConnect Australia.