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

🏥Emergency/medical: Contact us within 24h for full refund review
⛈️Severe weather: Automatic full refund if government warning active
🔄Provider cancels: Always 100% refund + priority rebooking

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.