Terms and Conditions Apollo Care Services
These Terms and Conditions govern your use of the Apollo Care Services website and the delivery of care services provided by Apollo Care Services. By accessing our website or engaging our services, you agree to the terms set out on this page.
Apollo Care Services operates as a registered NDIS provider and delivers aged care services through our registered Support at Home partners. Our services are subject to the National Disability Insurance Scheme Act 2013 (Cth), the Aged Care Act 2024 (Cth), the Privacy Act 1988 (Cth), and all other applicable Commonwealth and state legislation.
If you have any questions about these terms, please contact our team before proceeding.
Use of This Website
The Apollo Care Services website provides general information about our services, eligibility pathways, and support options. The content is intended for informational purposes only and does not constitute professional, medical, legal, or financial advice.
You agree to use this website lawfully and responsibly. You must not use this website in any way that causes damage, disruption, or harm to the site, its users, or Apollo Care Services.
Apollo Care Services reserves the right to update, amend, or remove website content at any time without notice. Continued use of the website following any changes constitutes your acceptance of the updated content.
Apollo Care Services makes no warranty that the website will be uninterrupted, error-free, or free from viruses or other harmful components. To the extent permitted by Australian law, Apollo Care Services excludes all liability for any loss or damage arising from your use of this website.
Eligibility for Services
NDIS Participants
To access NDIS-funded supports through Apollo Care Services, you must hold a current NDIS plan that includes funding for the relevant support categories. Apollo Care Services will only deliver supports that are reasonable and necessary, consistent with your plan, and within our registered scope of service delivery.
If you are a self-managed or plan-managed participant, additional eligibility conditions may apply as outlined in your Service Agreement.
Aged Care Clients
To access aged care services through Apollo Care Services and our registered Support at Home partners, you must be assessed and approved through My Aged Care. Eligibility is determined by an independent aged care assessment and approval is subject to the availability of funding under the Support at Home program.
Apollo Care Services can assist you to understand your options and navigate the assessment process. However, eligibility determinations are made by the relevant government authority, not by Apollo Care Services.
Service Agreements
NDIS Participants
Prior to commencing supports, NDIS participants will enter into a written Service Agreement with Apollo Care Services. The Service Agreement sets out the supports to be provided, scheduling arrangements, fees and funding, cancellation conditions, and the rights and responsibilities of both parties.
Service Agreements are consistent with the NDIS Practice Standards, the NDIS Pricing Arrangements and Price Limits, and the terms of your current NDIS plan. You have the right to negotiate the terms of your Service Agreement and to request a review at any time.
Support at Home Clients
Clients accessing aged care services through Apollo Care Services and our registered Support at Home partners will receive a Service Agreement prior to care commencing. This agreement outlines the services to be delivered, your participant contribution obligations under the Support at Home program, and the process for reviewing or amending your care plan.
Service Agreements for Support at Home clients are consistent with the requirements of the Aged Care Act 2024 (Cth) and the Support at Home program rules.
Responsibilities of Apollo Care Services
Apollo Care Services commits to delivering services that are safe, respectful, person-centred, and consistent with Australian care standards. In doing so, Apollo Care Services will deliver services in accordance with your Service Agreement and support plan, treat all clients with dignity, respect, and cultural sensitivity, maintain the privacy and confidentiality of your personal information in accordance with our Privacy Policy, employ and engage appropriately trained, screened, and qualified support staff, comply with the NDIS Practice Standards, the Aged Care Act 2024, and all other applicable legislation, and respond to feedback and complaints in accordance with our Feedback and Complaints Policy and Procedure.
Client Responsibilities
To ensure services are delivered safely and effectively, clients agree to treat Apollo Care Services staff with respect and courtesy, provide accurate and up-to-date information about their needs, health, and circumstances, notify Apollo Care Services of any changes to their needs, schedule, or funding arrangements, ensure the service environment is safe for support staff, and comply with the terms of their Service Agreement.
Apollo Care Services reserves the right to review or suspend service delivery where client responsibilities are not met, following appropriate consultation and notice.
Fees and Payments
NDIS-Funded Services
Fees for NDIS-funded supports are charged in accordance with the current NDIS Pricing Arrangements and Price Limits published by the NDIS Commission. All fees will be clearly outlined in your Service Agreement prior to services commencing. Apollo Care Services will only claim payment for supports that have been delivered.
Support at Home Services
Fees for aged care services delivered through the Support at Home program are subject to participant contribution rules under the Aged Care Act 2024 (Cth). Your contribution, if any, will be determined by Services Australia based on your income and the type of services received. All applicable fees will be clearly explained before services commence.
Private Fees
Where services are delivered outside of a government-funded programme, private fee arrangements will be agreed upon in writing prior to commencement. Invoices are issued regularly and payment terms are outlined in your Service Agreement.
Apollo Care Services is committed to transparency in all financial matters. If you have questions about fees at any time, please contact our team.
Cancellations and Schedule Changes
Apollo Care Services understands that circumstances change. If you need to cancel or reschedule a support session, please notify us as early as possible.
For NDIS-funded supports, short-notice cancellation provisions apply in accordance with the NDIS Pricing Arrangements and Price Limits. These conditions are outlined in your Service Agreement. Where a cancellation is made outside the required notice period, a cancellation fee may apply up to the full cost of the support.
For Support at Home and private services, cancellation terms are set out in your Service Agreement. Apollo Care Services will always communicate cancellation conditions clearly before services begin.
Privacy and Confidentiality
Apollo Care Services handles all personal information in accordance with our Privacy Policy, the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), the Health Records and Information Privacy Act 2002 (NSW), and the Aged Care Act 2024 (Cth).
Personal information is collected only for the purposes of delivering services and will not be shared without your consent, except where required or authorised by law. A full copy of our Privacy Policy is available on our website.
Feedback, Complaints, and Dispute Resolution
Apollo Care Services welcomes feedback and is committed to resolving concerns fairly and promptly. If you have a complaint, we encourage you to contact us directly in the first instance.
If your concern is not resolved to your satisfaction, you may escalate to the following external bodies: the NDIS Quality and Safeguards Commission at ndiscommission.gov.au or 1800 035 544, the Aged Care Quality and Safety Commission at agedcarequality.gov.au or 1800 951 822, or the Office of the Australian Information Commissioner for privacy-related complaints at oaic.gov.au or 1300 363 992.
A full copy of our Feedback and Complaints Policy and Procedure is available upon request.
Limitation of Liability
To the extent permitted by Australian law, Apollo Care Services’ liability for any loss or damage arising from the use of our website or services is limited to the re-supply of the relevant service or the cost of having the service re-supplied. Apollo Care Services does not exclude liability for death or personal injury caused by negligence, or for any other liability that cannot be excluded under Australian Consumer Law.
Changes to These Terms
Apollo Care Services may update these Terms and Conditions from time to time to reflect changes in services, legislation, or regulatory requirements. The current version will always be available on our website. We encourage you to review these terms periodically. Continued use of our website or services following any updates constitutes your acceptance of the revised terms. Where changes affect your Service Agreement, you will be notified directly.
Contact Apollo Care Services
If you have any questions about these Terms and Conditions, please contact our team.