Fair and simple
Booking & cancellation policy
Last updated 30 October 2026
Your nurse's time is set aside just for you, often with travel planned around it. This policy keeps things fair for you and for other clients waiting for a visit. We'll always be reasonable when life gets in the way.
Booking
- Send a request through the website, by phone or by email. We'll call within 1 business day to confirm the time, cost and who pays.
- Before your first visit, you'll receive a short service agreement to sign.
Changing or cancelling a visit
| Notice you give | Charge |
|---|---|
| 24 hours or more | No charge |
| Less than 24 hours | 50% of the booked visit fee |
| No notice, or we can't get in when the nurse arrives | Full visit fee plus travel |
No charge in these situations: an unplanned hospital admission, sudden illness, a medical emergency or a death in the family. Just let us know as soon as you can.
If we need to change a visit
If your nurse is unwell or delayed by an emergency, we'll tell you as early as possible, offer the next available time and never charge you. If we're running more than 30 minutes late, we'll call you.
NDIS participants
The same policy applies, charged at the NDIS rate and in line with your service agreement and the NDIS Pricing Arrangements for short notice cancellations. We never charge more than the NDIS allows.
Support at Home and Home Care clients
Cancellations follow the agreement between Vesta Nursing and your provider.
Payment
- Private invoices are due within 7 days, by card or bank transfer.
- Our nursing services are GST-free.
- Supplies and equipment we provide are itemised at cost on your invoice.
- Prices are reviewed each 1 July. Current clients get at least 30 days' notice of any change.
Safety
We may postpone a visit if it isn't safe for the nurse or for you, for example if pets can't be secured or access is unsafe. We'll talk with you about how to make the next visit work, and there's no charge if we postpone for safety.
Feedback
If you're unhappy with any charge, email us at info@vestanursing.com.au. We'll respond within 2 business days.