Terms of service.

SERVICES & RATES:

Services provided by Gems. Support Co are billed in 15-minute increments (with a minimum of two hours) at the agreed hourly rate outlined in your individualised service plan.

​Services may include, but are not limited to:

  • Direct Support

  • Travel time (if applicable)

  • Short notice cancellations (as per cancellation policy attached)

VIRTUAL APPOINTMENT (IF APPLICABLE):

Services may be delivered via virtual appointments (video conferencing) when necessary.

Virtual services:

  • Are charged at the same rate as in-person supports

  • Follow the same privacy and confidentiality guidelines

  • Are conducted securely, with links provided by Gems. Support Co

  • May face technical interruptions; in such cases, we will contact you via phone

CLIENT RIGHTS & RESPONSIBILITIES:

As a client of Gems. Support Co, you have the right to:

  • Be treated with dignity and respect

  • Have your choices, culture, and preferences considered and supported

  • Determine the type and level of support you receive

CLIENTS (AND/OR THEIR REPRESENTATIVES) ARE EXPECTED TO:

  • Treat staff with courtesy and respect

  • Inform Gems. Support Co of changes in circumstances (e.g. address, contact details)

  • Work cooperatively with your worker

  • Pay all invoices within the specified payment terms

ZERO TOLERANCE TO ALCOHOL & DRUGS:

The use of alcohol or other drugs prior to or during support is not permitted. Staff reserve the right to end a session if safety is compromised due to substance use.

PAYMENTS & INVOICING:

Invoices will be issued within 1 week of the service and are payable within 7 days of the invoice date.

CANCELLATION:

We request at least 24 hours’ notice for cancellations.

​If less than 24 hours’ notice is given, up to 2 hours of the scheduled service will be charged.

ENDING THE AGREEMENT:

Either party may end this agreement in writing.

​In cases of serious breach, services may be terminated immediately.