Terms of Service
Willow Franklin Supports Pty Ltd — Disability and community support services, Perth WA
1. Introduction
These Terms of Service (“Terms”) govern your access to and use of the services provided by Willow Franklin Supports Pty Ltd (ABN 91 701 373 051) (“Willow Franklin Supports”, “we”, “us” or “our”), including disability and community support services delivered in Perth, Western Australia, and the use of our website at willowfranklinsupports.site.
By engaging our services, submitting an enquiry or quote request, or entering into a service agreement with us, you agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use our website or engage our services.
2. Who we are
Willow Franklin Supports Pty Ltd is an Australian proprietary limited company registered in Western Australia. We provide person-centred disability and community support services, including assistance with daily living, community access, respite-style support, skill development and companionship support, to participants and their families across the Perth metropolitan area.
3. Our services
Details of the support services we offer are set out on our Services page. The specific services to be provided to you, along with agreed times, locations, rates and inclusions, will be documented in an individual service agreement or written quote provided to you before support commences.
The content on this website is general in nature and does not constitute a binding offer. A binding arrangement only arises when a service agreement is signed by both parties or a written quote is accepted in accordance with these Terms.
4. Quotes and service agreements
Before commencing support, we will provide you with a written quote and/or service agreement outlining:
- The supports to be delivered and their frequency;
- Applicable hourly rates, travel considerations and any additional charges;
- How funding will be managed (NDIS plan-managed, self-managed or private arrangements);
- Notice periods for cancellations and rescheduling; and
- Review and termination provisions.
Quotes are valid for 30 days from the date of issue unless otherwise stated in writing. Rates may be reviewed periodically, and we will provide you with reasonable written notice of any proposed price changes before they take effect.
5. Your responsibilities
When engaging our services, you agree to:
- Provide accurate and up-to-date information relevant to the safe delivery of supports, including health, mobility and behavioural considerations;
- Treat our support workers with courtesy and respect;
- Provide a safe working environment for our staff during in-home supports;
- Give us the agreed notice if you need to cancel or reschedule a support session; and
- Notify us promptly of any changes to your circumstances, funding or contact details.
6. Fees, payments and invoices
Fees for our services are set out in your service agreement or accepted quote. Unless another arrangement is agreed in writing:
- Invoices are issued following the delivery of support, generally weekly or fortnightly;
- Payment terms are 14 days from the date of the invoice;
- NDIS-funded supports are claimed in accordance with the current NDIS Pricing Arrangements and Price Limits; and
- Late payments may attract a reasonable administrative follow-up process, and we may suspend services while payment remains outstanding.
If you believe an invoice is incorrect, please contact us at ceo@willowfranklinsupports.site within 14 days so we can review it with you.
7. Cancellations and changes
We understand that plans change, particularly where health or disability is involved. Our cancellation expectations are:
- Where possible, please provide at least 24 hours’ notice for cancellations of planned supports;
- Cancellations with insufficient notice may be charged in line with your service agreement and, where applicable, the NDIS cancellation rules;
- If we need to cancel or reschedule, we will give you as much notice as practicable and work with you to arrange a suitable alternative.
8. Privacy and confidentiality
We respect your privacy and handle personal and sensitive information in accordance with the Australian Privacy Principles and our Privacy Policy. Information you share with us is used only for the purposes of planning and delivering safe, appropriate supports, meeting our legal obligations, and communicating with you, unless you consent to other uses or disclosure.
9. Australian Consumer Law
Nothing in these Terms excludes, restricts or modifies any rights that you may have under the Australian Consumer Law set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth), or any other applicable law, including consumer guarantees relating to the supply of services with due care and skill, and services being reasonably fit for purpose.
To the extent permitted by law, and except for those rights and guarantees that cannot be excluded, our liability arising in connection with these Terms is limited, at our option, to the resupply of the relevant services or the cost of having the services supplied again.
10. Limitation of liability
To the fullest extent permitted by law, Willow Franklin Supports is not liable for indirect, incidental or consequential loss arising from your use of this website or our services, except where such liability cannot be excluded by law, including under the Australian Consumer Law. Our liability for any claim that cannot be excluded is limited as set out in section 9 of these Terms.
11. Safety and respectful conduct
We are committed to safe, dignified and respectful support for every participant. We expect the same in return. We may pause or end services where there is a serious risk to the safety or wellbeing of our support workers, other clients, or yourself, and we will always explain our reasons and work with you on a reasonable path forward where possible.
12. Suspension and termination of services
Either party may end a service agreement by giving the written notice period specified in that agreement, or immediately where there is a serious breach of these Terms or a material risk to safety. Where services end, we will provide a final invoice for supports delivered up to the date of termination and will assist with transition information where reasonably practicable.
13. Website use and intellectual property
All content on this website, including text, graphics, layout and branding, is owned by or licensed to Willow Franklin Supports Pty Ltd and is protected by Australian and international copyright law. You may view and print pages for your personal, non-commercial use. You must not reproduce, republish or distribute website content without our prior written consent.
14. External links
Our website may contain links to third-party websites, including government and community resources. These links are provided for convenience only. We do not endorse and are not responsible for the content, accuracy or availability of third-party websites.
15. Governing law
These Terms are governed by the laws of Western Australia and the Commonwealth of Australia. The parties submit to the jurisdiction of the courts of Western Australia.
16. Changes to these Terms
We may update these Terms from time to time to reflect changes in our services, pricing structure or legal obligations. The current version will always be published on this page with a revised “last updated” date. Material changes affecting existing service agreements will be communicated to you in writing before they take effect.
17. Contact us
If you have any questions about these Terms, your service agreement or an invoice, please contact us:
- Email: ceo@willowfranklinsupports.site
- Online: Contact page or Request a Quote
We aim to respond to all written enquiries within two business days.