Terms and Conditions

These terms apply to all Safe Connections services, including supervised contact, supervised changeovers, transport, and documentation and reporting.

1. Inquiries and bookings

Submitting an inquiry does not confirm a booking. An inquiry allows Safe Connections to understand your needs and to assess availability and suitability.
A booking is confirmed only after intake, document review, and risk assessment have been completed and arrangements have been agreed in writing.
Safe Connections may decline or discontinue a service where it is assessed as unsuitable, unsafe, or outside the scope of the service.

Fees are as published on the fees page and as confirmed in writing at intake.
Supervised contact is charged with a minimum of two hours, even where the time actually used is less than two hours.
Sessions that run beyond the booked time are charged in fifteen minute increments at the applicable hourly rate, where the additional time has been agreed.
Invoices are issued for each session or package and are payable by the due date shown on the invoice. Services may be paused where invoices remain unpaid.
Travel beyond the included 20 kilometres one way, and any venue, activity, or parking costs, are charged in addition as set out on the fees page.

Cancellations made more than 48 hours before a scheduled session are not charged.
Cancellations made between 24 and 48 hours before a scheduled session are charged at 50 per cent of the booked session fee.
Cancellations made less than 24 hours before a scheduled session, and non attendance, are charged at 100 per cent of the booked session fee.
A session may be rescheduled without charge where more than 48 hours notice is given and a suitable alternative time is available.
Where a child is unwell, Safe Connections will work with the parties in good faith to reschedule. Cancellation fees may be waived at the discretion of Safe Connections.
Where a session is cancelled by Safe Connections, no fee is charged and the session will be rescheduled or refunded.

Prepaid amounts for sessions that have not been delivered are refundable, less any cancellation fees that apply under section 3.
The intake, document review and risk assessment fee covers work already undertaken and is not refundable once that work has commenced.
Report fees are not refundable once preparation of the report has commenced.
Refunds are processed to the original payment method within a reasonable period after the request is agreed.

Sessions must be conducted in accordance with any current orders or agreements and with the arrangements confirmed at intake.
The supervisor may pause or end a session where the safety, wellbeing, or comfort of the child is at risk, or where agreed boundaries are not observed. Fees for that session remain payable.
Attendance by persons who are not named in the agreed arrangements must be approved in advance.
Recording of sessions by any party is not permitted unless agreed in writing in advance.
The use of alcohol or illicit substances before or during a session is not permitted, and a session will not proceed where a party appears affected.

Factual observation records are made in relation to sessions and are retained in accordance with our record keeping practices.
Copies of existing observation records, single visit observational reports, and multi visit or court summary reports are optional additional services and are charged as set out on the fees page.
Multi visit and court summary reports are quoted before preparation begins.
Safe Connections provides factual observations. We do not provide legal advice, therapeutic services, or recommendations about parenting arrangements.

Information provided to Safe Connections is handled in accordance with our privacy policy.
Information may be disclosed where required or authorised by law, or where there is a serious concern for the safety or wellbeing of a child or other person.

These terms may be updated from time to time. The version in effect at the time of your booking applies to that booking.

Questions about these terms can be sent through the contact page. Fees referred to above are listed on the fees page.