CareNest Australia
Website: www.carenestaustralia.com
Effective Date: 16 August 2026
At CareNest Australia, we understand that circumstances can change. We aim to make cancellations, rescheduling and refund requests as clear and straightforward as possible while ensuring fairness to our clients and caregivers.
This Cancellation Policy applies to caregiver bookings, home-care services and other applicable services booked through CareNest Australia.
This policy should be read together with our Terms of Service and Privacy Policy.
1. Cancelling a Caregiver Booking
If you need to cancel a confirmed caregiver booking, please notify CareNest Australia as soon as possible.
Cancellation requests should be submitted by email or through the contact details provided on your booking confirmation.
Where possible, we encourage clients to provide sufficient notice so that the caregiver can be informed and alternative arrangements can be considered.
2. Cancellation by the Client
Cancellation terms may depend on the type of service booked, the agreed booking period and whether services have already commenced.
Where a cancellation is made before services begin, any applicable refund will be determined according to the cancellation terms communicated at the time of booking.
Where services have already commenced, you may remain responsible for services already provided and any amounts properly payable under the applicable agreement.
Any cancellation fee will be clearly communicated before you are required to accept the relevant booking or service terms.
3. Late Cancellations and Missed Appointments
Where a client cancels at short notice or fails to attend a scheduled appointment or otherwise makes it impossible for a caregiver to provide an agreed service, CareNest Australia may apply an applicable cancellation or administration charge where this has been clearly disclosed and is permitted by law.
Any such charge will be proportionate and will not limit your rights under the Australian Consumer Law.
Australian consumer law recognises that consumers generally must pay for services that have been properly provided and that a simple change of mind does not automatically create a right to a refund.
4. Rescheduling a Booking
Clients may request to reschedule a booking by contacting CareNest Australia as early as possible.
Rescheduling is subject to caregiver availability.
Where a suitable replacement time is unavailable, the booking may need to be cancelled and a new booking arranged.
5. Cancellation by CareNest Australia
CareNest Australia may need to cancel or reschedule a booking in circumstances including:
The assigned caregiver becomes unavailable.
The caregiver is unwell or unable to safely provide the service.
A suitable caregiver cannot be identified.
There is a health, safety or environmental concern.
Required information has not been provided.
The service cannot reasonably be delivered as originally agreed.
Circumstances beyond our reasonable control affect service delivery.
Where CareNest cancels a service that has not been provided, we will communicate the available options, which may include rescheduling, replacement arrangements or a refund where applicable.
6. Caregiver Cancellation or Unavailability
If a caregiver becomes unavailable, CareNest Australia will make reasonable efforts to identify a suitable alternative caregiver where possible.
Replacement arrangements are subject to caregiver availability and the client's requirements.
Where an appropriate replacement cannot be arranged, we will discuss the available options with the client.
7. Refunds
Where a refund is approved, the amount will depend on:
The service purchased
Whether the service has commenced
The portion of the service already provided
Any applicable cancellation terms
The reason for cancellation
Any rights provided under Australian Consumer Law
Where a consumer is legally entitled to a refund because a service fails to meet applicable consumer guarantees, those rights will apply regardless of this policy. Australian Consumer Law may provide cancellation, refund or compensation rights where services have a major failure or otherwise fail to meet consumer guarantees.
Where applicable, refunds will generally be processed using the original payment method.
8. Services Already Provided
Where services have been properly provided and there is no applicable legal right to a refund, payment for those services remains payable.
For example, a client generally cannot cancel a service and obtain a refund simply because they have changed their mind after the service was successfully provided.
9. Major Service Problems
If you believe a service has a significant problem, please contact CareNest Australia as soon as possible.
Depending on the circumstances, you may have rights under Australian Consumer Law to cancel the service, obtain a refund for unused services or seek another appropriate remedy.
Examples of significant service problems may include services not being provided with acceptable care and skill, services being substantially unfit for an agreed purpose, or services not being supplied within an agreed or reasonable timeframe.
10. Safety-Related Cancellations
CareNest Australia may cancel or suspend a booking where continuing the service could create a significant risk to the client, caregiver or another person.
This may include situations involving:
Unsafe working conditions
Violence or threatening behaviour
Serious hazards within the home
Unexpected changes in care needs
Medical or behavioural circumstances requiring a higher level of professional support
Where reasonably possible, CareNest will communicate with the client or their authorised representative to determine the appropriate next step.
11. Online Courses and Digital Products
Where CareNest Australia offers online courses, eBooks or other digital products, separate cancellation and refund conditions may apply.
Any applicable conditions will be presented before purchase.
Nothing in those conditions removes rights that cannot lawfully be excluded under Australian Consumer Law.
12. Recruitment and Employment Services
Where CareNest provides caregiver recruitment, placement or employment-related services, cancellation and refund conditions may be governed by the specific agreement, invoice or service terms applicable to that service.
The cancellation of a recruitment service does not guarantee a refund where services have already been provided, except where a refund is required under applicable law or the relevant service agreement.
13. No Refund for Simply Changing Your Mind
Unless otherwise stated in the applicable booking terms or required by law, CareNest Australia is not required to provide a refund solely because a client changes their mind after purchasing a service that has otherwise been properly provided.
Australian consumer guidance confirms that consumers generally do not have an automatic right to cancel a properly performed service simply because they have changed their mind.
14. Cancellation Request Procedure
To request a cancellation, please contact us with:
Full name
Booking or account number, if applicable
Date of the scheduled service
Name of the caregiver, if applicable
Reason for cancellation
Any relevant supporting information
Please send cancellation requests to:
CareNest Australia
Email: support@carenestaustralia.com
Website: www.carenestaustralia.com
15. Processing of Refunds
Approved refunds will be processed as soon as reasonably practicable.
The time required for the funds to appear in your account may depend on the payment method and the relevant financial institution or payment provider.
Where appropriate, refunds will generally be made using the same payment method used for the original transaction.
16. Consumer Rights
Nothing in this Cancellation Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded under Australian law.
If a service does not meet applicable consumer guarantees, you may have rights including cancellation, refund, further service or compensation depending on the circumstances.
17. Changes to This Policy
CareNest Australia may update this Cancellation Policy from time to time to reflect changes in our services, business practices or applicable laws.
The latest version will be published on:
The updated policy will include a revised effective date.
18. Contact Us
For cancellation, refund or rescheduling enquiries, please contact:
CareNest Australia
Level 1, 5 Murray Rose Avenue
Sydney Olympic Park, NSW 2127
Australia
Email: support@carenestaustralia.com
Website: www.carenestaustralia.com
CareNest Australia
CARING HEARTS. SAFE HANDS. BETTER LIVES.
We are committed to providing professional, compassionate and reliable care while treating our clients and caregivers fairly and respectfully.