Care Agreement

1. Parties and service details

Client: ______________________________

Authorised representative, if applicable: ______________________________

Approved service(s): ______________________________

Schedule and commencement date: ______________________________

Services are limited to the scope confirmed by Heartside Care in writing. Additional or changed tasks require prior approval and may attract different fees.

2. Fees and minimum bookings

The client agrees to pay the rates stated in the written quote or current Schedule of Fees supplied by Heartside Care. Standard services have a two-hour minimum booking. Active Overnight Care has an eight-consecutive-hour minimum booking.

Different rates may apply to casual or one-off services, evenings, Friday nights, Saturdays, Sundays, public holidays, specialised care and services requiring additional resources. Parking, tolls, transport costs, entry fees and other authorised out-of-pocket expenses may be charged separately.

3. Payment and booking confirmation

Full payment must be received and cleared before Heartside Care allocates or sends a support worker, unless Heartside Care expressly agrees otherwise in writing.

Payment alone does not confirm a booking. A booking is confirmed only when Heartside Care provides written acceptance. Heartside Care may withhold, suspend or cancel services where payment is incomplete, reversed, overdue or disputed.

4. Cancellations and rescheduling

The client may cancel or reschedule a booking by giving at least 24 hours' notice before the scheduled start time.

Where less than 24 hours' notice is provided, Heartside Care may charge a late cancellation or rescheduling fee to reflect staff allocation and operational costs.

If a support worker has already travelled to or arrived at the service location and the service cannot proceed because of cancellation, rescheduling, client unavailability, refusal of entry, unsafe access, incorrect access instructions or another reason beyond Heartside Care's control, a fee equal to 50% of the total scheduled booking price will apply.

Repeated late cancellations or rescheduling may affect future bookings or service availability. Heartside Care may waive or reduce a fee in exceptional circumstances at its sole discretion.

5. Client responsibilities

The client or authorised representative must provide accurate and current information, ensure safe and reasonable access, disclose known hazards and pets, treat workers respectfully, and promptly notify Heartside Care of changes that may affect safety or service suitability.

The client must not request tasks outside the agreed service scope or place workers in an unsafe, unlawful or unreasonable situation.

6. Heartside Care responsibilities

Heartside Care will provide agreed services professionally, respect the client's dignity and privacy, use reasonable care when allocating suitable workers and communicate material service changes where practicable.

Heartside Care does not guarantee a particular worker, exact arrival time in circumstances beyond its reasonable control, or uninterrupted service availability.

7. Safety, pets and service suitability

All pets and relevant property risks must be disclosed before services commence. Heartside Care may allocate a different worker, require a pet to be secured, delay attendance, decline a booking or end a visit where the environment is unsafe or unsuitable.

Heartside Care may decline, pause, vary or end services where needs fall outside the agreed scope, information is incomplete, suitable staff are unavailable, payment conditions are not met, or continuing would create an unreasonable safety, legal or operational risk.

8. Privacy and information sharing

The client acknowledges the Heartside Care Privacy Policy and consents to the collection, storage, use and necessary sharing of information for assessment, worker allocation, service delivery, safety, emergencies, billing, complaints and legal compliance.

Information will be limited to what is reasonably necessary and handled in accordance with applicable privacy obligations.

9. Complaints and concerns

Concerns should be raised with Heartside Care as soon as possible so they can be reviewed. Heartside Care will respond fairly and may request relevant information needed to investigate.

10. Ending or suspending this agreement

Either party may end this agreement by giving reasonable written notice. Heartside Care may suspend or end services immediately where there is non-payment, serious misconduct, abuse, unsafe conditions, unlawful requests, material nondisclosure or an unacceptable risk to a client, worker or the business.

Fees and other amounts incurred before termination remain payable.

11. Changes and governing law

Changes to the approved services, schedule or fees must be confirmed in writing. This agreement is governed by the laws of Victoria, Australia.

12. Acceptance

I confirm that I have read and understood this agreement, the applicable fees and the Privacy Policy. I understand that services are not confirmed until Heartside Care accepts the booking in writing, this agreement is signed and required payment has cleared.

Client or authorised representative name: ______________________________

Signature: ______________________________    Date: __________________

Heartside Care representative: ______________________________

Signature: ______________________________    Date: __________________

Document version: 1.0  ·  Effective date: 5 August 2026  ·  Review date: 5 August 2027

This template should be reviewed by an Australian solicitor before first use.