Clear and respectful expectations

We understand that plans can change. If you need to cancel or reschedule a session, please provide as much notice as possible.

• Cancellations with 24 hours’ notice or more will not be charged.
• Cancellations with less than 24 hours’ notice may incur the full session fee.
• If a worker arrives and the session cannot go ahead, this may be treated as a late cancellation.
• Repeated late cancellations may affect future booking availability.

Where NDIS funding applies, cancellation charges will be in line with the relevant service agreement and current NDIS pricing arrangements.

Payment terms will be discussed and agreed on before supports begin.

• Private clients are expected to pay by the agreed due date.
• Invoices may be issued monthly or as arranged.
• Cash payments and bank transfers, where accepted, must be paid at the time of support unless otherwise agreed.
• Overdue accounts may result in supports being paused until payment is up to date.

Rush Connect & Care aims to provide safe, respectful, and person-centred support. To keep support helpful and professional, clear boundaries apply.

• Sessions are for agreed support goals and activities.
• Support is provided in a respectful, professional relationship.
• Abusive, threatening, discriminatory, or unsafe behaviour will not be accepted.
• Support workers cannot provide services outside their role, training, or insurance coverage.
• Requests involving illegal activity, unsafe situations, or inappropriate personal involvement will be declined.

Rush Connect & Care uses website tools such as Google Analytics and Web3Forms to understand website activity and receive enquiries.

• Form details are used to respond to enquiries and booking requests.
• Information is not sold or used for unrelated marketing.
• You can ask to stop receiving non-essential contact at any time.

Where support involves a young person, or where family involvement is agreed, communication will be handled with respect for privacy, dignity, and the participant’s goals.

• General updates may be documented and provided where appropriate and agreed.
• Private or sensitive information will not be shared without consent unless there is a legal or safety reason to do so.
• Where a participant is an adult, their privacy and decision-making rights will be respected.

We aim to balance supportive communication with the participant’s confidentiality and independence.

Rush Connect & Care provides peer support and practical support. It is not a crisis, emergency, medical, psychiatric, or ambulance service.

If there is an immediate risk to safety, please contact:

• 000 for emergencies
• Lifeline 13 11 14
• Suicide Call Back Service 1300 659 467
• Your local mental health triage service or treating team

If a participant becomes unsafe during a session, appropriate emergency contacts or services may be called. Ongoing support through Rush Connect & Care should not be relied on as a substitute for crisis care, clinical care, or emergency response.