Terms of Service

bekids.com.au (be™)
ABN 25 188 958 249

1. Purpose
These Terms of Service 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 receiving services from be™ (“we”, “us”, “our”), you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.

These Terms apply to all clients, including privately funded, externally funded, and National Disability Insurance Scheme (NDIS) participants.

If you do not agree to these Terms, you must not access or use our services. Where a signed Service Agreement is not in place, these Terms constitute the agreement governing services provided by be™.

3. Services Provided
be™ provides allied health services to children and families which includes but is not limited to Speech Pathology, Occupational Therapy, Social Work and Allied Health Assisstant (AHA) services.

Services may be delivered in-clinic, via telehealth, at a client’s home, in educational settings, or at other approved locations.

For NDIS participants, services delivered constitute one or more reasonable and necessary supports in accordance with the participant’s NDIS Plan under the National Disability Insurance Scheme Act 2013 (Cth).

An individualised Schedule of Supports is available upon request.

4. Fees
Fees for privately funded, externally funded, and NDIS-funded services are charged in accordance with the current NDIS Price Limits and may be adjusted in line with NDIS pricing updates.

NDIS funding cannot be used to pay Medicare gap fees. To claim a Medicare rebate, clients must attend the appointment and provide a valid Medicare-compliant referral.

All fees are subject to change where pricing schedules are updated.

5. Non-Face-to-Face (NF2F) Services
Therapist time spent outside direct sessions may be billed in accordance with NDIS guidelines and applicable fee schedules.

This may include, but is not limited to:

  • Reviewing assessments and documentation

  • Writing reports, summaries, and progress notes

  • Liaising with educators, medical professionals, support workers, and other providers

  • Resource preparation

  • Completing forms, letters, and funding paperwork

  • Extended phone or email communication

Brief phone calls and short email responses are provided at no cost. Communication exceeding 15 minutes of therapist time may be billed as NF2F services.

6. Goods and Services Tax (GST)
Prices are listed exclusive of GST. Where GST applies (e.g., resources or materials), the total price will be inclusive of GST.

For NDIS participants, supplies under these Terms are considered reasonable and necessary supports as specified in the participant’s NDIS Plan in accordance with the NDIS Act.

7. Provider Travel
Travel may be charged in accordance with the prevailing NDIS rates for labour and non-labour components (including kilometres travelled).

Travel is calculated from our Maleny clinic to the service location.

Where possible, appointments will be coordinated geographically to share travel costs. Where this is not possible, return travel may be charged.

Clients who do not wish to incur travel charges may choose clinic-based services or engage a local provider.

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. Cancellations and Non-Attendance
Appointments cancelled or rescheduled with less than two (2) clear business days’ notice (48 hours) may incur a cancellation fee.

For clarity:

  • “Clear business days” excludes weekends and public holidays.

  • Notice must be provided during business hours.

  • The required notice period is calculated from the scheduled appointment time.

Where less than two clear business days’ notice is provided, or where a client does not attend a scheduled appointment, be™ reserves the right to charge:

  • The full appointment fee; and

  • Applicable provider travel fees (where relevant).

Cancellation fees will be applied in accordance with current NDIS guidelines and pricing arrangements where applicable.

Repeated late cancellations or non-attendance may result in review, suspension, or discontinuation of services.

We understand that emergencies occur. In exceptional circumstances, fees may be waived at the discretion of the Director.

10. Client Responsibilities
By accessing our services, clients agree to:

  • Work collaboratively with be™

  • Treat staff with courtesy and respect as per our Respectful Behaviour Policy (refer Section 15)

  • Raise concerns promptly

  • Provide at least seven (7) days’ notice if unable to attend an appointment (where practicable)

  • Keep contact and funding details up to date

  • Pay invoices issued for services

  • Notify us immediately of changes to NDIS status or funding arrangements

11. Our Reponsibilities
be™ will:

  • Deliver services professionally and in accordance with applicable standards

  • Treat clients respectfully

  • Communicate openly and in a timely manner

  • Maintain confidentiality in accordance with privacy laws

  • Hold appropriate insurances

  • Maintain accurate service records

  • Issue clear invoices

  • Consult with clients regarding service delivery

12. Payment Terms
Privately funded clients and self-managed NDIS participants must make payment directly to be™ following each service unless otherwise agreed.

For plan-managed NDIS participants or externally funded clients, invoices will be sent to the nominated plan manager or funding body.

Invoices are payable by electronic funds transfer within seven (7) days unless otherwise stated.

13. Ending Services
Either party may cease services with two (2) weeks’ written notice.

Where a serious breach of these Terms occurs, services may be suspended or terminated immediately.

Outstanding fees remain payable.

14. Feedback & Complaints
We welcome and encourage any type of feedback (both positive and negative) and will always aim to address any concerns promptly and fairly. You can raise issues directly with your clinician or contact our management team via phone (07 5405 6727) or via email (hello@bekids.com.au).

NDIS participants may also contact the National Disability Insurance Agency (NDIA) on 1800 800 110 or visit www.ndis.gov.au.

15. 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.

16. Limitation of Liability
Nothing in these Terms excludes, restricts or modifies any rights or remedies a client may have under the Australian Consumer Law (ACL) or other applicable legislation that cannot lawfully be excluded.

To the maximum extent permitted by law:

  • be™ is not liable for any indirect, incidental, special, or consequential loss or damage arising from the provision of services.

  • Liability for any claim arising from services provided is limited to the resupply of the services or the cost of having the services supplied again.

Clients acknowledge that therapy outcomes vary between individuals and that no guarantee is made regarding specific results.

Clients are responsible for providing accurate and complete information relevant to service delivery. be™ is not responsible for outcomes affected by incomplete, inaccurate, or withheld information.

17. Privacy & Confidentiality
be™ is committed to protecting client privacy in accordance with the Privacy Act 1988 (Cth) and applicable health records legislation.

We collect personal and health information necessary to:

  • Provide therapy services

  • Communicate with families and funding bodies

  • Meet legal and regulatory requirements

Information may be shared with other professionals or funding bodies where required for service delivery or as authorised by the client.

Full details of how we collect, use, store, and disclose personal information are set out in our Privacy Policy, available on our website at bekids.com.au/privacy-policy.

By accessing our services, clients consent to the collection and use of personal information in accordance with our Privacy Policy.

18. 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.

19. 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.