When families contact info@theircare.com.au seeking to have fees waived for absences or cancellations, please request a medical certificate or similar (statutory declaration, COVID test result [positive or negative], note from the school, etc.). Once this has been provided in an email, place a credit on the parent account equal to the cost/s of the session/s cancelled. In the note on the credit, clearly state the date/s the credit is for and reference the ticket number.
If a service reaches out to us seeking to have fees waived on behalf of a family, ask the service to have the parent reach out to us directly or for them to provide the required supporting documentation.
On a case-by-case basis we're also happy to waive fees as a once-off should the circumstances lie outside of illness. Please leave a note on the account should you action this and reference the ticket number in the note and the credit.