Terms & Conditions

These terms govern the use of Team2Care services and our website. We've written them in clear, straightforward language to ensure you understand your rights and responsibilities.

Last Updated: February 2026

Our Commitment to Quality Service

As a registered NDIS provider, Team2Care operates in accordance with the NDIS Practice Standards and the NDIS Code of Conduct. These terms outline how we work together to deliver safe, quality, and person-centred support services.

1. Agreement to Terms

By accessing our website or using Team2Care services, you agree to be bound by these Terms & Conditions. These terms apply to all participants, carers, support coordinators, plan managers, and visitors to our website.

If you do not agree with any part of these terms, please do not use our services or website. We reserve the right to update these terms at any time, and will notify you of significant changes.

2. Our Services

Team2Care is a registered NDIS provider offering a range of support services including:

Personal Care

•Showering & grooming
•Meal preparation
•Medication reminders
•Mobility support

Community Access

•Social activities
•Shopping assistance
•Recreation support
•Community connections

SIL/SDA Support

•24/7 support
•Skills development
•Modern homes
•Independence training

Support Coordination

•NDIS plan support
•Provider coordination
•Goal setting
•Plan reviews

Deep Cleaning

•High-pressure cleaning and sanitisation
•End-of-lease and seasonal deep cleans
•Decluttering and organisation assistance

Yard and Garden Maintenance

•Lawn mowing and edge trimming
•Weeding, pruning, and green waste removal
•General garden safety and accessibility checks

All services are subject to NDIS funding approval, service availability, and alignment with your NDIS plan goals. We deliver services in Victoria and Queensland.

3. Service Agreements

Before commencing services, you will enter into a written Service Agreement with Team2Care. This agreement will outline:

•The specific services to be provided and how they will be delivered
•Service fees and payment arrangements aligned with the NDIS Price Guide
•Your rights and responsibilities, and ours
•How to provide feedback, raise concerns, or make complaints
•Cancellation and termination procedures

We encourage you to read your Service Agreement carefully and ask questions before signing. You may have a support person, advocate, or family member present during this process.

4. Pricing and Payment

Our pricing is aligned with the current NDIS Price Guide and Pricing Arrangements. We are transparent about all costs and will never charge more than the applicable NDIS price limit without your prior agreement.

Your Payment Responsibilities

•Ensuring you have sufficient NDIS funding in the relevant budget category
•Notifying us immediately of any changes to your NDIS plan or funding
•Providing accurate information for service booking requests and billing
•Authorising payment through the NDIS portal, your plan manager, or as agreed

If there are insufficient funds in your plan, we will work with you to find a solution. This may include adjusting service delivery, seeking plan variations, or discussing alternative funding arrangements.

5. Cancellations and Changes

We understand that circumstances change. To manage our workforce effectively and ensure fair access for all participants, we require:

Minimum Notice Period: 24 hours (1 clear business day)

Example: To cancel a Monday service, please notify us by close of business on the previous Thursday

Cancellation Charges

In accordance with NDIS guidelines, late cancellations (less than 24 hours notice) or no-shows may result in cancellation charges:

•Charged at the applicable NDIS rate for provider travel and cancellation costs
•No charge for cancellations due to emergency, illness, or hospitalisation (with notification)

If you need to reschedule or adjust services, please contact us as soon as possible. We'll work with you to find suitable alternative times.

6. Your Rights and Responsibilities

As a Team2Care participant, you have the right to quality services, respect, and dignity. In return, we ask that you:

Respectful Behaviour

Treat our staff, other participants, and visitors with respect, courtesy, and dignity at all times

Safe Environment

Provide a safe working environment free from hazards, violence, abuse, or threatening behaviour

Open Communication

Communicate openly about your needs, preferences, concerns, and any changes to your situation

Timely Notification

Notify us promptly of incidents, concerns, plan changes, or contact detail updates

Zero Tolerance Policy

Team2Care has a zero tolerance policy for violence, abuse, harassment, discrimination, or threatening behaviour toward staff or other participants. Breaches may result in immediate service suspension or termination.

7. Service Termination

Either you or Team2Care may terminate services in accordance with the notice period outlined in your Service Agreement (typically 14 days written notice).

Immediate Termination

We reserve the right to immediately suspend or terminate services without notice if:

•There are serious safety concerns for staff, the participant, or others
•There is violence, abuse, harassment, or threatening behaviour
•NDIS funding is exhausted or no longer available
•There are repeated breaches of the Service Agreement

If we need to terminate services, we will work with you, your support coordinator, or plan manager to ensure continuity of care through appropriate transition planning and referrals where possible.

8. Complaints and Feedback

Your feedback helps us improve. We encourage you to share your experiences, suggestions, and concerns with us. We have a comprehensive complaints and feedback process that ensures:

•All feedback is welcomed, recorded, and responded to promptly
•Complaints are treated seriously, investigated fairly, and resolved quickly
•You can raise concerns without fear of negative consequences
•You have access to independent advocacy and external review processes

9. Website Terms of Use

The Team2Care website is provided for informational purposes. While we strive to ensure accuracy, information may change without notice. By using this website, you agree:

•Not to misuse the website or attempt unauthorised access
•Not to use automated systems to extract data without permission
•That all intellectual property remains owned by Team2Care
•To review our Privacy Policy regarding information collection

The website may contain links to external sites. We are not responsible for the content, privacy practices, or availability of external websites.