Service agreement

1. About this agreement

This service agreement is between you, the child's parent or guardian (or, for parent programs, you as the participant), and IT-Inserts Pty Ltd t/a Kids Will Thrive (ABN 26 634 846 325), except for NDIA-managed participants (see Fees and payment), whose provider is Brix Ability Pty Ltd t/a Marsden Therapy (ABN 99 654 183 383). It covers the program you book, is made in line with the NDIS Practice Standards and Australian Consumer Law, and starts when you sign it online.

2. The supports

Small, play-based weekend groups of up to 6 children (up to 8 in under-3 parent-and-child groups), each run by a trained group leader using programs designed and reviewed by experts. Each group runs weekly for the number of sessions shown when you book. Sessions are 1 to 4 whole hours, as shown on the group. Groups aren't individual therapy, and no particular outcome is guaranteed. We may change the group leader or venue for operational reasons and will tell you beforehand.

3. Fees and payment

Our fee is A$86.79 per hour, charged in whole hours (minimum 1 hour). Our supports are GST-free health services. Kids programs are charged per child; the accompanying parent or carer attends free. Parent programs are charged per adult attending. Private, self-managed and plan-managed bookings are invoiced by IT-Inserts Pty Ltd t/a Kids Will Thrive (ABN 26 634 846 325). Fees for NDIS participants are charged at or below the NDIS price limits for the support, with no extra fees the NDIS doesn't allow.

Private families

Paying privately. You pay for the whole term when you book, by secure online payment. Your place is held for 30 minutes while you pay; if payment isn't completed the place is released. The term total is the hourly fee × hours per session × number of sessions, shown before you pay. If a booking needs a team review first, you pay once it's approved.

NDIS self-managed

NDIS self-managed. Nothing is paid upfront. We invoice you after each session with an NDIS-compliant invoice, payable within 7 days by secure online payment or bank transfer. You claim the cost from the NDIS. You remain responsible for payment if a claim is rejected.

NDIS plan-managed

NDIS plan-managed. Nothing is paid upfront. We email your plan manager when you book and invoice them after each session. If your plan manager declines or doesn't pay an invoice within 30 days, or funding runs out, the invoice becomes payable by you.

NDIS NDIA-managed (through Marsden Therapy)

NDIS NDIA-managed. Kids Will Thrive has partnered with Brix Ability Pty Ltd t/a Marsden Therapy (ABN 99 654 183 383), a registered NDIS provider, for NDIA-managed participants. For these bookings Marsden Therapy is your provider for the group supports, creates the service booking, and claims all NDIA invoices through the NDIS. You agree to us sharing your booking and NDIS details with Marsden Therapy for this purpose. You must have enough funding in the relevant support category for the sessions booked.

Parent programs

Parent programs. Charged per adult attending, per hour, for every session of the program. You pay when you register, by secure online payment. Your place is held for 30 minutes while you pay.

You're responsible for making sure funding is available. If NDIS funding isn't available or runs out, you're personally liable for sessions already delivered. We may pause bookings when payments are overdue.

4. Cancellations and absences

• Cancel at least 5 days before a session to avoid a charge. We need this time to prepare resources, staffing and venues.
• Later cancellations and no-shows are charged the full session fee. For NDIS participants this follows the NDIS short-notice cancellation rules.
• No refunds for missed sessions. Places, staff and resources are reserved for the whole term. If your child misses sessions, leaves early, or can't continue for the full term, we don't refund or credit the fees for the sessions booked. For NDIS participants, missed sessions are charged only as the NDIS short-notice cancellation rules allow.
• Missed sessions can't be made up in another group.
• If you cancel the whole booking at least 5 days before the first session, we refund any term fees you've paid in full.
• Two absences in a row, or three or more in a term, lead to a review of the booking, which may mean changing, pausing or offering the place to another family.
• If we cancel a session we'll reschedule or credit it. If we cancel the whole group, unused fees are refunded. Nothing in this agreement limits your rights under the Australian Consumer Law.
• If you choose to keep your place for next term, we'll email you before the term starts to confirm. You can opt out by replying or calling us before the first session.

5. Your responsibilities

• A parent or carer stays on site for every session. We're not a childcare service, and you're responsible for your child before, during and after each session.
• Tell us about any change in your child's health, behaviour, safety needs, funding or contact details.
• Keep your child home if they're unwell (fever, vomiting, cough, rash or respiratory symptoms).
• Treat group leaders, other families and children with respect.

6. Our responsibilities

• Deliver the program safely, with group leaders who hold a current Working With Children Check, NDIS Worker Screening and first aid.
• Communicate openly and give you notice of any changes.
• Keep your information private and secure.
• Listen to feedback and resolve complaints fairly.

7. Health, safety and allergies

• We're nut-free and allergy aware. Please don't bring nuts, nut products or any food or items that could trigger an allergic reaction in another child. Don't bring food into group rooms unless we ask.
• Tell us about all allergies, asthma and medical needs when you book, and update us before each term.
• If your child has an EpiPen (adrenaline autoinjector), asthma reliever or other medication, bring it to every session with their current action plan and keep it with you. Group leaders hold anaphylaxis and asthma first aid training.
• If your child needs medication that isn't with them, they can't take part in that session, and the session is still charged.

If a child's behaviour puts themselves or others at risk, we may pause their participation for the rest of the session and talk with you about next steps. In an emergency we'll call 000. Any ambulance or emergency costs are your responsibility.

8. Privacy and sharing information

We collect and handle personal information under the Australian Privacy Principles. We share it only as needed to provide and fund your child's supports: with your plan manager (plan-managed), with Brix Ability Pty Ltd t/a Marsden Therapy (NDIA-managed bookings only), with our payment processor Stripe, and with the NDIA or NDIS Commission where required. Photos or videos are only taken with the separate consent you choose at booking. You can ask to see or correct your information at any time.

9. Changes and ending the agreement

Changes to this agreement are agreed in writing. Either of us can end it with 14 days' written notice, or immediately if there's a serious safety concern or breach. Fees for sessions delivered before the end date remain payable.

10. Feedback and complaints

Email hello@kidswillthrive.com or complaints@kidswillthrive.com, or call 1300 001 747. We'll acknowledge your complaint within 2 business days. If you're not satisfied, contact the NDIS Quality and Safeguards Commission on 1800 035 544. You won't be treated differently for making a complaint.

11. Signing

By ticking the agreement box and typing your name when you book, you sign this agreement (on behalf of your child for kids programs). A copy is emailed to you and kept in your account. Agreement version 2026-11.2.