Mastering the 7-Day Cancellation Rule

Will, EnableUs Community

Alright, welcome back to the EnableUs Community Podcast! Will here, and as always, I’m joined by Winter. Today, we’re diving into the 7-day cancellation rule—one of those things that sounds simple, but, honestly, it trips up a lot of providers.

Winter, EnableUs Community

Absolutely, Will. And I think it’s worth starting with what “seven clear days” actually means, because I’ve seen so many people get caught out by that. It’s not just a week, right? The day of the service doesn’t count in the notice period. So, if your session’s on a Friday, the participant needs to cancel by the previous Thursday to avoid the fee.

Will, EnableUs Community

Yeah, and it only applies to most one-on-one supports, not group activities. That’s a big one. I had a provider message me last week—she thought she could claim for a group art class that got cancelled with three days’ notice. But, group supports aren’t covered by the 7-day rule, so she would’ve been non-compliant if she’d tried to claim it.

Winter, EnableUs Community

That’s such a common mix-up. And it’s not just about the type of support, either. There’s this five-question test you can run through to check if you’re eligible to claim. I always tell people: was the service confirmed in writing? Did the participant give less than seven days’ notice? Is there a service agreement with cancellation terms? Was the session not replaced? And was it a one-on-one service?

Will, EnableUs Community

Yeah, and you need a “yes” to all five. I actually had a bit of a panic last month—one of my clients cancelled late, but I couldn’t find the written confirmation for the session. Turns out, it was buried in an old email thread. Once I found it, I could claim, but if I hadn’t, I would’ve had to let it go. It’s a good reminder: if you can’t prove it, don’t claim it.

Winter, EnableUs Community

Exactly. And if you’re ever unsure, it’s always safer to check with the plan coordinator or just skip the claim. The risk of a rejected claim or an audit isn’t worth it.

Winter, EnableUs Community

So, let’s talk about documentation, because this is where a lot of providers get tripped up. You need three things, minimum: a signed service agreement with clear cancellation terms, proof the session was scheduled—like a calendar invite or email—and a session note that covers why the session was cancelled, when, and how you tried to fill the slot.

Will, EnableUs Community

Yeah, and don’t forget to actually reference the cancellation clause in your session note. I know it sounds a bit over the top, but if you ever get audited, you want everything lined up. I’ve seen people try to claim without a proper agreement, and it just doesn’t fly.

Winter, EnableUs Community

I had a provider recently who thought their agreement covered cancellations, but when we looked closer, there was nothing in writing about it. They’d been claiming for months, and it was only a matter of time before something went wrong. We fixed it by updating their agreement template and getting all current participants to sign the new version. It was a bit of a scramble, but it saved them a lot of headaches down the track.

Will, EnableUs Community

And if you try to claim without all the right documentation, you’re basically asking for trouble. At best, your claim gets rejected. At worst, you could end up in a dispute with the participant or flagged in an audit. It’s just not worth the risk.

Winter, EnableUs Community

Yeah, and as we talked about in our episode on common pricing mistakes, documentation is your best friend. If you can’t show the paper trail, you shouldn’t be claiming. Simple as that.

Will, EnableUs Community

So, how do you actually avoid all these headaches in the first place? For me, it’s all about being proactive. Set clear expectations during onboarding, explain the 7-day rule up front, and use reminders—SMS, email, whatever works—to help participants remember their sessions.

Winter, EnableUs Community

And track your cancellation trends. If you notice someone’s cancelling a lot, have a conversation early. Sometimes, offering a one-time grace period can go a long way. It shows you’re not just out to claim every dollar, and it builds trust.

Will, EnableUs Community

Yeah, and if you’re ever in doubt, talk to the plan coordinator. I had a tricky case last year—a participant cancelled three times in a row, all short notice. Instead of just claiming, I checked in with the coordinator, and we agreed to give the participant a bit of leeway. In the end, it actually strengthened the relationship. They appreciated the flexibility, and we avoided a dispute.

Winter, EnableUs Community

That’s the thing—using the 7-day rule responsibly is about more than just compliance. It’s about trust. If you’re transparent, document everything, and don’t overuse the rule, you’ll keep your participants happy and your business safe.

Will, EnableUs Community

Couldn’t agree more. Alright, that’s a wrap for today’s episode. If you’ve got questions or want us to dig deeper into any NDIS pricing topic, let us know. We’ll be back soon with more tips to help you get the most out of your NDIS journey.

Winter, EnableUs Community

Thanks for tuning in, everyone. Take care, and we’ll catch you next time on Inside NDIS!