• 14/29 Sunset Dr, Coconut Grove, 0810 NT
  • Mon - Sat: 8:00 AM - 6:00 PM
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Table of Contents

Terms and Conditions

Last updated: December 23, 2025

Booking, Cancellation, Access & Service Requirements
Darwin, Northern Territory

These Terms and Conditions apply to all services provided by NK Support Services (“we”, “us”, “our”) to the client (“you”, “your”). By making a booking with NK Support Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

1. Booking Confirmation

  1. A one-off service is confirmed once NK Support Services issues written booking confirmation and the client has provided the service address and valid payment details.
  2. Ongoing services (including weekly or fortnightly services) are automatically confirmed on the same scheduled day and time cycle unless cancelled in accordance with this policy.
  3. Monthly (ad-hoc) and one-off services are subject to the same Terms and Conditions.
  4. NK Support Services does not operate under lock-in contracts.

2. Cancellations, Rescheduling & Suspension of Services

  1. A minimum of one (1) business day’s notice is required to cancel, reschedule, or suspend any scheduled service.
  2. Notice must be provided during administrative business hours by phone or email.
  3. If a service is scheduled for a Monday, notice must be received no later than the preceding Friday.
  4. If a service is scheduled for a Tuesday following a public holiday, notice must also be received by the preceding Friday.
  5. Where the required notice is not provided, a cancellation fee equal to 100% of the total booked service fee will apply.
  6. The cancellation fee represents a genuine pre-estimate of loss, including but not limited to staff wages, rostering costs, travel costs, and lost business opportunity.

3. Booking Reminders & Service Times

  1. Any booking reminders issued by NK Support Services are provided as a courtesy only and do not constitute a guaranteed arrival time.
  2. All services are delivered between 8:00am and 6:00pm, Monday to Friday, unless otherwise agreed in writing.
  3. Arrival times are approximate only and may vary due to operational requirements.
  4. The client acknowledges responsibility for maintaining their own booking records and must not rely solely on reminder notifications.

4. Access to Property & Lock-Outs

  1. The client must ensure uninterrupted access to the property at the scheduled service time, including:
    • Provision of keys, lockbox access, or attendance as agreed
    • Notification of any changes to access arrangements
    • Clear, safe, and unobstructed entry to the premises
  2. Where access is delayed, NK Support Services will attempt to contact the client.
  3. Any waiting time incurred due to access delays is chargeable as service time.
  4. If access cannot be obtained within a reasonable period:
    • The service will be deemed a lock-out
    • A lock-out fee equal to 100% of the booking cost will apply
  5. Lock-out fees are payable to compensate for staff travel time, waiting time, and loss of income.

5. Parking Requirements

  1. The client must provide two (2) free, immediately accessible parking bays at or directly adjacent to the service location.
  2. Reliance solely on street parking is not acceptable unless expressly agreed in writing prior to the service.
  3. Where paid parking is required, all parking costs will be on-charged to the client.
  4. Time spent locating parking or transporting equipment from parking locations not immediately adjacent to the property will be charged as service time.
  5. Where suitable parking cannot be secured, NK Support Services may cancel the service and treat the booking as a lock-out, with applicable fees charged.

6. Illness & Health Safety

  1. The client must not permit NK Support Services to attend the premises if any occupant is suffering from an infectious or communicable illness, including but not limited to cold, flu, gastro, or other transmissible diseases.
  2. Isolating an unwell person within the premises does not negate this obligation.
  3. Where adequate notice is provided, services may be rescheduled without penalty.
  4. Cancellations due to illness without the required notice will incur the full cancellation fee.

7. Authority & Communication

  1. All cancellations, rescheduling requests, or service changes must be communicated directly to NK Support Services management.
  2. Cleaning and support staff are not authorised to accept cancellations or modify bookings.
  3. All confirmed cancellations or changes will be acknowledged in writing via email or SMS.

8. Business & Administrative Hours

  1. NK Support Services administrative business hours are Monday to Friday, 9:00am – 4:30pm.
  2. Service delivery hours are 8:00am – 6:00pm, Monday to Friday, unless otherwise agreed in writing.
  3. Correspondence received outside administrative business hours, including weekends and public holidays, will be processed on the next business day.

9. Amendments & Governing Law

  1. NK Support Services reserves the right to amend these Terms and Conditions at any time.
  2. Continued use of services following any amendment constitutes acceptance of the updated Terms and Conditions.
  3. These Terms and Conditions are governed by the laws of the Northern Territory of Australia.

10. Australian Consumer Law (ACL) Compliance

  1. Nothing in these Terms and Conditions is intended to exclude, restrict, or modify any consumer guarantees, rights, or remedies available to the client under the Australian Consumer Law (ACL) or any other applicable legislation that cannot lawfully be excluded.
  2. To the extent permitted by law, NK Support Services’ liability for any failure to comply with a consumer guarantee is limited, at our discretion, to:
    • Re-supplying the services; or
    • Payment of the cost of having the services supplied again.
  3. NK Support Services is not liable for:
    • Loss or damage caused by circumstances beyond our reasonable control
    • Loss arising from inaccurate or incomplete information provided by the client
    • Pre-existing damage, wear and tear, or conditions present at the property prior to service delivery
  4. Except as required by law, NK Support Services excludes liability for any indirect, consequential, or economic loss, including loss of income, loss of use, or loss of opportunity.
  5. The client acknowledges that cleaning and support services are subject to variables beyond our control, including property condition, access limitations, and third-party interference, and therefore no guarantee of a specific outcome is provided unless expressly agreed in writing.

11. Damage, Breakage & Reporting

  1. NK Support Services will take reasonable care while providing services.
  2. Any damage or breakage must be reported to NK Support Services within 24 hours of service completion, supported by reasonable evidence.
  3. NK Support Services is not responsible for:
    • Normal wear and tear
    • Pre-existing damage
    • Faulty or fragile items
    • Damage caused by incorrect installation or poor condition of fixtures
  4. Liability, if any, will be assessed in accordance with the Australian Consumer Law.

12. NDIS-Specific Terms (Where Applicable)

  1. Where services are provided to NDIS participants, these Terms and Conditions operate alongside the participant’s NDIS Service Agreement and the NDIS Pricing Arrangements and Price Limits, as updated from time to time.
  2. In the event of any inconsistency between these Terms and Conditions and an NDIS Service Agreement, the NDIS Service Agreement will prevail to the extent of the inconsistency.
  3. NK Support Services delivers services in accordance with:
    • The NDIS Code of Conduct
    • The NDIS Practice Standards
    • Applicable NDIS Quality and Safeguards Commission requirements

13. NDIS Cancellations & Short-Notice Charges

  1. For NDIS-funded services, cancellation and short-notice fees will be applied in accordance with the NDIS Pricing Arrangements and Price Limits applicable at the time of service.
  2. Where a participant, nominee, or plan manager cancels a service without the required notice:
    • NK Support Services may claim a short-notice cancellation as permitted under the NDIS rules
    • The claim will reflect the scheduled support time and allowable provider charges
  3. Participants acknowledge that short-notice cancellations impact staff income and service continuity and agree to these charges where permitted by NDIS guidelines.

14. NDIS Access, Safety & Duty of Care

  1. The participant or their representative must ensure the service environment is safe, accessible, and free from foreseeable risks to staff.
  2. NK Support Services reserves the right to suspend or withdraw services immediately if:
    • Staff safety is at risk
    • Aggressive, abusive, or inappropriate behaviour occurs
    • The environment is unsafe or unsanitary beyond reasonable expectations
  3. Any suspension of services due to safety concerns will be documented and, where required, reported in accordance with NDIS incident management obligations.

15. Payments, Plan Management & Claims (NDIS)

  1. NK Support Services will invoice:
    • The participant’s plan manager, or
    • The NDIA, or
    • The participant directly (self-managed),
    in accordance with the agreed Service Agreement.
  2. The participant or their representative is responsible for ensuring:
    • Sufficient funding is available
    • Correct plan management details are provided
  3. NK Support Services is not responsible for unpaid invoices due to:
    • Exhausted NDIS funds
    • Incorrect plan management details supplied by the client

16. Complaints & Dispute Resolution

  1. NK Support Services encourages clients and NDIS participants to raise concerns directly with management in the first instance.
  2. Complaints will be handled in a fair, confidential, and timely manner.
  3. NDIS participants retain the right to lodge complaints with the NDIS Quality and Safeguards Commission where required.

17. Privacy & Confidentiality

  1. NK Support Services complies with the Privacy Act 1988 (Cth) and applicable privacy principles.
  2. Client and participant information will be collected, used, and stored only for the purpose of service delivery and compliance.