Terms of Service & Conditions

Legal Entity: Sana Mae Pty Ltd as Trustee for The Views Family Trust, trading as bekids.com.au (be™), ABN 25 188 958 249

Location: Queensland, Australia

1. Purpose
These Terms of Service & Conditions set out how we provide services, the expectations of our clients, and the rights and responsibilities of both parties. They apply to all services we deliver, whether funded by the National Disability Insurance Scheme (NDIS), private payment, Medicare, private health insurance, or other funding sources.

2. Acceptance of Terms
By booking, attending, or participating in any of our services, you are deemed to have read, understood, and agreed to:

  • These Terms of Service & Conditions

  • Our Cancellation Policy

  • Our Service Agreement

  • Our Consent to Release Information policy

  • Any other agreements or documents contained in our Client Intake Form

These documents are sent to all clients prior to their initial session. If you attend a session without having signed or returned these forms, you are still deemed to have accepted them.

3 Services Provided
We offer:

  • Speech Therapy

  • Occupational Therapy

  • Social Work

  • Allied Health Assistant supports (under the supervision of a qualified practitioner)

All services are delivered in accordance with relevant professional standards, ethical guidelines, and applicable Australian laws.

4. Client Responsibilities
You agree to:

  • Provide accurate and up-to-date information relevant to your care.

  • Attend appointments on time and notify us as early as possible if you need to cancel or reschedule.

  • Comply with our Respectful Behaviour Policy (included in Section 10).

  • Ensure all invoices are paid by the due date.

  • Where applicable, ensure your NDIS plan has sufficient funding for the services provided.

5. Fees & Payment

  • Fees are outlined in your Service Agreement or provided upon request.

  • Invoices are payable within 7 days of issue, unless otherwise agreed in writing.

  • If your funding source (e.g., NDIS plan manager) does not cover the full cost of services, you are responsible for paying the balance.

  • Late payment may result in the suspension or termination of services.

6. Cancellation Policy
Our cancellation policy aligns with NDIS requirements. Fees may apply for late cancellations or non-attendance. Specific details are outlined in your Service Agreement and on our website.

7. Privacy & Confidentiality
We collect, store, use, and disclose your personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Our Privacy Policy explains how we handle your information and is available on our website or upon request.

8. Limitations of Service
While we make every effort to meet your needs and preferences, there may be circumstances (such as clinician availability, safety concerns, or funding constraints) where we are unable to provide or continue certain services.

9. Complaints & Feedback
We welcome feedback and will address any concerns promptly and fairly. You can raise issues directly with your clinician or contact our management team. If you are dissatisfied with the outcome, you may escalate your complaint to the NDIS Quality and Safeguards Commission or other relevant authority.

10. Respectful Behaviour Policy
We work hard to provide high-quality supports to our clients and their families, and we make every effort to accommodate individual needs and preferences. While we strive to be flexible and responsive, it is not always possible to meet every request.

We are committed to maintaining a safe, respectful, and professional environment for all visitors, clients, and staff. We will not tolerate any form of abuse, harassment, intimidation, or aggressive behaviour towards our staff, whether in person, by phone, by email, or through any other communication channel.

If such behaviour occurs, we reserve the right to:

  • Suspend or cease services immediately, and/or

  • Terminate any service agreement you have with us, and/or

  • Take any other appropriate action, which may include reporting the matter to relevant authorities.

We ask that all interactions remain courteous and respectful so that we can continue to work together in the best interests of our clients.

11. Changes to These Terms
We may update these Terms from time to time to reflect changes in laws, NDIS requirements, or our services. The updated version will apply from the date it is made available on our website or otherwise provided to you.

12. Governing Law
These Terms are governed by the laws of Queensland, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Queensland.