Cancellation Policy

Notice We Ask For

We ask that you give as much notice as possible if you need to cancel or reschedule a support — ideally at least 2 clear business days before the scheduled support.

Short Notice Cancellations

In line with the NDIS Pricing Arrangements, a short notice cancellation fee may apply where a participant cancels a scheduled support with less than 2 clear business days' notice, or does not attend, and we are unable to reallocate the support worker's time.

Short notice cancellation fees are only ever charged in line with current NDIS pricing rules, and we will always explain any fee before it is applied.

How to Cancel

You can cancel or reschedule by calling us, messaging your support worker, or contacting our office by phone, email or WhatsApp.

If We Need to Cancel

If Valencea needs to cancel or reschedule a support — for example due to staff illness — we will give you as much notice as possible and work with you to find an alternative time or support worker.