Confirm Your Child’s Place in the Program
Review and sign your Service Agreement to get started with your personalised coaching journey.
Phone: 0483 923 104
Email: [email protected]
Connected Kidz Coaching Program Service Agreement
Please complete all relevant sections of this Service Agreement.
Upon submission you will be able to complete an availability form so we can match you up with a coach.
Signing up multiple children? Once step 2 is complete, you will see a link on the confirmation page to submit another agreement.
Child Details
Please carefully read and review the following terms of this service agreement
GENERAL INFORMATION
Connected Kidz (trading as Zeta8 Global pty ltd) ABN: 92 268 059 921
This Service Agreement outlines the responsibilities of both Connected Kidz and the Participant in relation to services provided by Connected Kidz. In this Agreement the “Service Provider” is Connected Kidz and YOU are the Participant.
1. SCHEDULE OF SUPPORTS
Below is a break down of the Schedule of supports delivered over the Program, detailing the cost for individual sessions as well as non-contact time.
Please note the difference in delivery of payment structure:
1.1 SCHEDULE OF SUPPORTS FOR NDIS CLIENTS
1.2 SCHEDULE OF SUPPORTS FOR PRIVATE CLIENTS
1.1 SCHEDULE OF SUPPORTS FOR NDIS CLIENTS
The applicable NDIS support item and hourly rate will be determined according to the Participant’s age, the nature of the support being delivered, the qualifications of the allocated coach, the Participant’s available funding category and the current NDIS Pricing Arrangements and Price Limits.
Connected Kidz will confirm the applicable support item, hourly rate, program hours and estimated program cost with the Participant or their authorised representative in writing before services commence.
DIRECT SUPPORT SESSIONS
Total direct support: 24 hours
Three 30-minute sessions per week
Delivered over 16 weeks
Sessions are ordinarily delivered by telehealth
In-person sessions may be provided where agreed between Connected Kidz, the participant and the allocated coach
Program cost calculated at the applicable hourly rate
Direct support sessions may be delivered:
remotely through video conferencing or another agreed communication platform; or
in person at an agreed location, where available and considered appropriate.
The agreed delivery method may vary according to the participant’s needs, location, coach availability and program requirements.
Any additional costs associated with in-person delivery, including provider travel, will only be charged where agreed in advance and permitted under the applicable NDIS support item and current NDIS Pricing Arrangements and Price Limits.
NON-CONTACT SUPPORT PROVISIONS
Standard allocation: 5.5–13 hours over 16 weeks
The standard Coaching Program includes between 5.5 and 13 hours of non-contact support. The number of hours allocated is determined according to the participant’s individual needs, progress, complexity and program requirements.
Non-contact support may include:
Scheduled participant reassessments
Review and interpretation of reassessment results
Development and adjustment of the participant’s individualised program
Preparation of the final program report
Relevant liaison and communication relating to the participant’s support and program
Collation and review of information required to support ongoing program delivery
Communication and liaison with parents, carers, support coordinators, plan managers and other relevant members of the participant’s support team
Other reasonable non-contact activities that are directly related to the participant’s individualised program and support outcomes
Some participants may require additional non-contact support beyond the standard allocation. Where further assessment, program development, review, liaison, documentation or reporting is reasonably required, additional hours may be provided and invoiced on a case-by-case basis.
Where possible, Connected Kidz will discuss any anticipated additional non-contact support requirements with the participant or their representative before the additional support is provided.
Non-contact support cost: Calculated according to the number of hours allocated at the applicable hourly rate.
TOTAL STANDARD PROGRAM COST
The total program cost $5,777.92*
This total is calculated based on 24 hours of direct support and the participant’s allocated non-contact support hours.
*The standard program includes between 5.5 and 13 hours of non-contact support. Additional non-contact support may result in an increase to the total program cost.
*Services are charged at the applicable hourly rate. Due to invoice calculations and rounding, individual invoice amounts or the final program total may include minor rounding adjustments.
1.2 SCHEDULE OF SUPPORTS FOR PRIVATE CLIENTS
Private clients receive the standard 16-week Connected Kidz Coaching Program, delivered online.
DIRECT SUPPORT SESSIONS
Total direct support: 24 hours
Three 30-minute online sessions per week
Delivered over 16 weeks
NON-CONTACT SUPPORT PROVISIONS
Total non-contact support: 5.5 hours over 16 weeks
Non-contact support includes:
scheduled participant reassessments;
review and interpretation of reassessment results;
development and adjustment of the participant’s individualised program;
preparation of the final program report; and
other reasonable activities directly related to the participant’s program.
PROGRAM COST
Total program cost: $6,295.09*, including GST
Payment consists of:
an initial payment of $1,493.74; and
15 weekly recurring payments of $320.09.
Full payment arrangements are detailed in Section 2.1 of this Agreement.
Additional services outside the standard program will only be provided and charged where agreed in advance.
*Services are charged at the applicable hourly rate. Due to invoice calculations and rounding, individual payment amounts or the final program total may include minor rounding adjustments.
1.3 NON FACE-TO-FACE SUPPORT PROVISIONS
Non-contact support refers to reasonable activities completed outside direct sessions with the participant that are necessary for the planning, development, delivery, monitoring and review of the participant’s individualised Coaching Program.
As outlined in the Schedule of Supports, the standard Coaching Program includes an allocation of between 5.5 and 13 hours of non-contact support over the 16-week program. The number of hours allocated is determined according to the participant’s individual needs, progress, complexity and program requirements.
Non-contact support may include:
Scheduled participant reassessments
Review and interpretation of reassessment results
Development and adjustment of the participant’s individualised program
Preparation of the final program report
Relevant liaison and communication relating to the participant’s support and program
Collation and review of information required to support ongoing program delivery
Communication and liaison with parents, carers, support coordinators, plan managers and other relevant members of the participant’s support team
Other reasonable non-contact activities directly related to the participant’s individualised program and support outcomes
Some participants may require additional non-contact support beyond the standard allocation. Where further assessment, program development, review, liaison, documentation or reporting is reasonably required, additional hours may be provided and invoiced on a case-by-case basis.
Where possible, Connected Kidz will discuss any anticipated additional non-contact support requirements with the participant or their representative before the additional support is provided.
Non-contact support is charged at the applicable coach’s hourly rate and will only be claimed where it is permitted under the participant’s applicable NDIS support item and current NDIS Pricing Arrangements and Price Limits.
1.4 HOW WILL THE SUPPORT BE PROVIDED?
Support to be provided via zoom call (unless otherwise organised with participant). Please note: Travel expenses to home, school or other location will incur an additional charge (refer to travel policy below).
2. INVOICING
Below outlines the invoicing process, and how and when payments are to be made for Connected Kidz services.
2.1 HOW ARE PAYMENTS TO BE MADE?
NDIS Participants:
Invoices will be issued weekly for supports delivered during the relevant service period.
For self-managed participants, invoices will be emailed to the Participant or their authorised representative.
For plan-managed participants, invoices will be emailed directly to the Participant’s nominated Plan Manager. A copy may also be provided to the Participant for their records.
Invoices will include, where applicable:
the Participant’s name and NDIS number;
the date of each support delivered;
the applicable NDIS support item;
a description of the support;
the duration or quantity of support;
the agreed hourly rate; and
the total amount payable.
Invoices are due within 7 days of issue.
If the Participant or Plan Manager believes an invoice is incorrect or requires further information, they should contact Connected Kidz as soon as possible at [email protected] . While a genuine invoice query is being reviewed, Connected Kidz will not treat the disputed amount as overdue.
Plan-managed participants remain responsible for ensuring Connected Kidz has current and accurate Plan Manager details and for notifying Connected Kidz promptly of any change to their funding or plan-management arrangements.
Private Clients:
Private clients must complete payment through the Connected Kidz online checkout.
By completing checkout, the Participant authorises Connected Kidz to establish a recurring payment plan using the nominated debit or credit card.
The payment plan consists of:
an initial payment of $1,493.74, processed at checkout; and
15 weekly recurring payments of $320.09.
The initial payment covers the initial assessment, program development and applicable reporting or non-contact support costs, together with the first week of the Coaching Program.
Each following weekly payment is processed in advance and covers the next scheduled week of coaching supports.
Private clients are required to remain one week paid in advance throughout the Program. Coaching sessions may be paused where a scheduled payment is unsuccessful or remains unpaid, in accordance with the overdue payment provisions of this Agreement.
The Participant is responsible for ensuring that valid payment details and sufficient funds are available on each scheduled payment date.
If a payment is unsuccessful, Connected Kidz may contact the Participant and attempt to process the payment again.
Refunds or credits for cancelled or missed sessions will be managed in accordance with the Cancellation Policy in section 9.
The initial payment is not refundable once the associated assessment, program development, reporting or other services have commenced or been provided, except where a refund or other remedy is required under the Australian Consumer Law.
2.2 OVERDUE INVOICE POLICY
What happens when an invoice is not paid by the due date?
Invoices must be paid by the due date shown on the invoice.
Where an invoice remains unpaid, Connected Kidz may suspend the participant’s services in accordance with the following process:
7 days overdue
The participant and, where applicable, their nominee or plan manager will be notified by email that the invoice is overdue. Connected Kidz may also contact the participant or relevant representative by text message.
The notice will advise that services may be suspended if payment is not received within 14 days after the invoice due date.
14 days overdue
The participant and, where applicable, their nominee or plan manager will be notified by email that services have been suspended due to the unpaid invoice. Connected Kidz may also contact the participant or relevant representative by text message.
Connected Kidz will continue making reasonable attempts to contact the participant and relevant parties to resolve the outstanding payment.
What does suspension of services mean?
When an invoice becomes 14 days overdue, the participant’s Coaching Program sessions and related support services may be suspended.
Services will generally resume once:
all overdue invoices have been paid;
satisfactory evidence of payment has been provided; or
an alternative payment arrangement has been agreed to in writing by Connected Kidz.
The timing of resumed sessions will be subject to coach availability and the remaining duration of the participant’s program.
Connected Kidz is not responsible for sessions, program time or progress lost because services were suspended due to overdue invoices.
Unresolved overdue invoices
Connected Kidz will make reasonable attempts to contact the participant and, where applicable, their nominee or plan manager to resolve an overdue invoice. This may include issuing further payment reminders by email, text message or other reasonable communication methods and discussing an appropriate payment arrangement.
Where an invoice remains unpaid and Connected Kidz has received no response, or has been unable to reach a satisfactory resolution, Connected Kidz may issue a formal letter of demand.
If the outstanding amount remains unresolved following the letter of demand, Connected Kidz may:
contact the participant’s plan manager, support coordinator or other authorised representative;
raise the matter through an appropriate NDIS process, where applicable;
refer the debt to a debt-recovery service or collection agency; or
take other lawful recovery action.
Any debt-recovery action will be undertaken in accordance with applicable Australian laws and regulatory requirements.
What happens if the participant’s NDIS funding is insufficient or unavailable?
The participant or their nominee is responsible for monitoring the participant’s available NDIS funding and advising Connected Kidz as soon as they become aware that:
available funding may be insufficient;
the participant’s NDIS plan is approaching its end date;
funding has been exhausted;
the participant’s funding management arrangements have changed; or
another issue may affect payment of invoices.
To request that services be paused, the participant or nominee must contact Connected Kidz at [email protected] .
A request to pause services will apply from the date it is received and accepted by Connected Kidz. It will not retrospectively cancel supports already delivered or charges already incurred.
Where supports have been authorised and delivered in accordance with this Agreement, the participant may be personally responsible for a valid outstanding invoice where payment cannot be obtained through their NDIS funding or plan manager.
The participant will not be responsible for an amount that resulted solely from an error by Connected Kidz or that Connected Kidz is not legally entitled to charge.
Debt-recovery costs
Connected Kidz currently uses eCollect as its debt-recovery service.
Where permitted by law, the participant may be required to reimburse Connected Kidz for reasonable costs directly incurred in recovering an overdue amount under this Agreement. This may include reasonable debt-collection agency fees, process-server fees, location-search fees and legal costs that Connected Kidz is legally entitled to recover.
Connected Kidz will not seek to recover costs that are unlawful, unreasonable or unrelated to the recovery of the outstanding amount.
3. WHAT IS EXPECTED OF THE PARTICIPANT?
When you sign the Service Agreement, it means that you agree to do the things that are expected of you. These are called your responsibilities. Your responsibilities include things like:
Being polite and respectful to the staff who work with you.
Telling the service provider if you can't make it to an appointment - you should always let the service provider know with at LEAST 24 hrs notice before your scheduled appointment time. No fee's will apply.
Telling the service provider if you've got any problems.
Telling the service provider straight away if you want to end the Agreement.
Paying Invoices on time.
For NDIS Participants ONLY:
Letting the service provider know immediately if your NDIS Plan changes or if you stop using the NDIS.
Let the service provider know if you want to pay for extra services that might be outside of your plan or for private services that you still want to keep receiving even when your NDIS supports are exhausted.
4. WHAT IS EXPECTED OF THE SERVICE PROVIDER?
The service provider's responsibilities are:
Treating you politely and with respect.
Letting you know what to do if you have a problem or want to complain.
Listening to your feedback and fixing any problems quickly.
Telling you if they want to end the Agreement.
Making sure your information is correct and up to date.
Storing your information carefully and making sure it is kept private.
Providing invoices and statements for your Invoice supports.
5. HOW TO MAKE CHANGES
The Service Provider or Participant may propose changes to this Agreement.
Any change that affects the supports provided, pricing, payment terms, cancellation arrangements, service delivery, or the rights and responsibilities of either party must:
be provided in writing;
be clearly explained to the Participant or their authorised representative;
include the date the change is proposed to take effect; and
be agreed to by both the Service Provider and the Participant before it takes effect.
Agreement may be recorded by:
signing and dating an updated Service Agreement or addendum;
written acceptance by email; or
another documented method agreed by both parties.
A new Service Agreement may be required where the changes are substantial.
Minor administrative changes that do not affect the Participant’s supports, costs, rights or responsibilities may be made without a new agreement. The Participant will be notified where the change is relevant to them.
Where NDIS pricing arrangements, support items or claiming requirements change, the Service Provider will notify the Participant and will not charge more than the applicable NDIS price limit. Any related change to the agreed pricing or other material terms will be discussed and agreed before being applied.
What if I want to PAUSE my Program?
We allow a MAXIMUM of 2 weeks Pause for extenuating circumstances (ie- family issues, unforeseen emergency etc). We will hold your session times with your coach for up to two weeks, however if the pause is longer than 2 weeks, Connected Kidz reserves the right to cancel your program and/or reassign you to another coach. While we will do our best to accommodate your needs, we can not guarantee that your preferred time slots will be available beyond the 2 week pause period.
6. HOW TO END THE AGREEMENT
The provider and participant agree to advise as soon as possible if they want to end the agreement. Serious breaches of the agreement can expect to lead to an immediate ending of the agreement.
Reasons for ending a service agreement may include family commitments, relocation, illness, or a shift in priorities. If dissatisfied, the service provider welcomes honest appraisals and sees this as an opportunity to improve.
7. WHAT TO DO IF THERE IS A PROBLEM
The first person to contact is your coach. Most issues should be resolved amongst the participant and their coach. If you would like to raise a concern with someone other than your coach we invite you to contact our Support Manager at [email protected] and we will have the appropriate person contact you to discuss the concern.
8. TRAVEL CHARGES POLICY
Travel charges may apply where a coach travels to an agreed location to provide in-person support to the participant.
Travel charges will only be applied where:
in-person service delivery has been agreed between Connected Kidz, the participant or their representative, and the allocated coach;
the travel is necessary to deliver the participant’s support;
the participant or their representative has agreed to the travel charges in advance; and
provider travel is permitted under the applicable NDIS support item and current NDIS pricing requirements.
Individual travel
Where a coach makes a specific trip to provide support to one participant at their home, school, workplace or another agreed location, the participant may be charged for the reasonable provider travel associated with that visit.
Shared travel
Where the coach travels to one location to provide supports to two or more participants, the provider's travel costs will be divided reasonably between the participants receiving support at that location.
A participant will not be charged more than their reasonable share of the travel costs.
Travel time
Provider travel time is charged using the applicable provider-travel rate for the support item under which the participant’s support is delivered.
For therapy supports, provider travel time is generally charged at 50% of the applicable hourly rate, subject to the current NDIS Pricing Schedule and the price applicable to the participant’s support item.
The amount of travel time that may be charged depends on the Modified Monash Model classification of the location where the support is delivered:
MM 1–3 locations
Connected Kidz may charge up to 30 minutes of travel time to the participant’s agreed support location.
Where the coach returns directly to their usual place of work after the final participant appointment, up to an additional 30 minutes of return travel may also be charged where permitted.
MM 4–5 locations
Connected Kidz may charge up to 60 minutes of travel time to the participant’s agreed support location.
Where the coach returns directly to their usual place of work after the final participant appointment, up to an additional 60 minutes of return travel may also be charged where permitted.
MM 6–7 locations
For supports delivered in remote or very remote locations, specific travel arrangements may be agreed between Connected Kidz and the participant or their representative.
Any agreed travel arrangement must be reasonable, recorded in writing and consistent with the current NDIS pricing requirements. The current NDIS guidance treats MM 6 as remote and MM 7 as very remote.
Changes to travel arrangements
Travel charges may change where there is a change to:
the participant’s support location;
the participant’s applicable support item;
the allocated coach;
the coach’s travel requirements;
the Modified Monash Model classification; or
the current NDIS pricing requirements.
Connected Kidz will discuss any proposed material change to agreed travel charges with the participant or their representative before the change is applied.
The participant’s location classification can be checked using the Australian Government’s Health Workforce Locator.
https://www.health.gov.au/resources/apps-and-tools/health-workforce-locator/app#hwc-map
9. CANCELLATION POLICY
CANCEL A SESSION WITH AT LEAST 2 CLEAR BUSINESS DAYS* NOTICE AND NO FEE APPLIES
CANCEL WITHIN 2 CLEAR BUSINESS DAYS OF YOUR SESSION, OR DO NOT SHOW UP TO YOUR SCHEDULED SESSION WITHIN 10 MINS AND FULL FEE IS CLAIMED.
We understand that family life can be busy and at times unexpected and as a result children may not be able to attend scheduled appointments.
✓ Contact us at your earliest convenience to advise when you cannot attend a session. This allows the provider to make alternative arrangements and it ensures that therapists do not spend time preparing and planning for sessions that do not occur.
✓ Contact your coach by phone, email or SMS AT LEAST 2 CLEAR BUSINESS DAYS BEFORE your scheduled appointment time on the day before your appointment is scheduled to occur if your child is not able to attend. This will ensure you will not be charged any cancellation fees.
*2 clear business days” means weekends and public holidays are generally not counted. So a Monday appointment would usually need to be cancelled by the previous Wednesday or Thursday, depending on the exact appointment time and how strictly you calculate “clear” days.
9.1 SHORT NOTICE CANCELLATIONS
Connected Kidz may charge up to 100% of the agreed fee for a scheduled support where a participant provides insufficient notice of cancellation or does not attend the scheduled support.
A short-notice cancellation occurs where the participant:
cancels a scheduled support with less than 2 clear business days’ notice; or
does not attend the scheduled support within 10 minutes of the agreed start time and has not contacted Connected Kidz or the allocated coach.
For the purpose of this policy, business days do not include Saturdays, Sundays or public holidays.
A short-notice cancellation fee will only be charged where:
the participant has agreed to the cancellation arrangements in this Service Agreement;
the applicable NDIS support item permits short-notice cancellation claims;
the charge is consistent with the current NDIS Pricing Arrangements, Pricing Schedule and claiming requirements; and
Connected Kidz is unable to use the scheduled time for another billable support or reasonable participant-related activity.
The cancellation charge will not exceed the agreed fee for the cancelled support.
Connected Kidz may choose to waive a cancellation fee in exceptional circumstances at its discretion. Repeated short-notice cancellations or non-attendance may result in a review of the participant’s session arrangements or continuation in the Coaching Program.
9.2 PROVIDER CANCELLATIONS
From time to time therapists may have to cancel scheduled appointments due to attendance at conferences, annual holidays, illness or other unforeseen circumstances.
✓ Participants will be offered a rescheduled appointment where practical and available.
✓ The Provider will make every endeavour to advise the Participant with a minimum 24 hour's notice by phone, email or SMS where practical.
The Provider will help Participants remember appointments by:
✓ sending reminder notifications prior to scheduled appointments.
INFORMATION FOR NDIS PARTICIPANTS ONLY
This Agreement is made according to the rules and the goals of the NDIS. It is a mandatory requirement of the NDIS for Agency and Plan Managed participants and highly recommended for Self-Managed Participants. The Service Provider values the transparency and clarity provided in this agreement for all participants and requires Self-Managed Participants to complete this agreement to reflect a shared understanding of the service. The participant and the service provider agree that this Agreement is in line with the main ideas of the NDIS.
The NDIS covers the full cost of reasonable and necessary supports, however in certain circumstances a participant may elect to pay for extra, private services that are not part of their plan or they may also choose to pay privately for the continuation of services when NDIS services are exhausted or rejected. This may happen for example, if the travel allocation is exhausted or if a participant requests a more comprehensive service than that permitted by the NDIS. Participants are under no obligation to pay for extra private services. The provider will only charge additional private services after seeking permission from the participant or when cancellations exceed the 6 hours claim permitted under the NDIS (as per our cancellation policy).
MEDICAL LIABILITY WAIVER STATEMENT
We being the parents/guardians of the participant, consent to participating in the Connected Kidz Exercise Therapy Program. I understand that the exercises will be conducted under the supervision of a suitably qualified Connected Kidz Coach via zoom (unless otherwise organised). I am voluntarily participating in this Program. I have had the opportunity to ask questions and have them answered before commencing this Program. I assume all known and unknown risks of participating in this Program. I further agree to indemnify Connected Kidz and their coaches harmless against any and all claims of liability, compensation, loss, damages or injury bought to me/my child including any related costs or fees as a result of participating in this Program.
A copy of your responses will be emailed to the address you provided.
© Copyright Connected Kidz 2026. All rights reserved.