Payment Agreement Policy

Last Updated 02/02/2025

At Young Heroes, we strive to maintain a smooth and efficient payment process for all families and support workers. To ensure timely payments and proper management of our services, the following payment policy applies:

1. Payment Terms

Payment for services must be made within 7 days from the date of the invoice. The invoice will be generated weekly by Young Heroes on behalf of the support worker and sent either directly to the family or to their plan manager, depending on how the family is funded. The family or plan manager is responsible for ensuring that payment is made within the specified time frame.

2. Invoice Details

The invoice will include details of the services provided by the support worker, along with the total amount due. The total amount on the invoice is the full amount due from the family or plan manager.

Once payment is received, Young Heroes will deduct a 15% platform fee from the total invoice amount. The remaining balance, after the deduction, will be paid directly to the support worker.

3. Late Payment Process

If payment is not received within the 7-day period, the following steps will be taken:

Step 1: Reminder Notification (Day 8)

  • If payment is not made within 7 days, a friendly reminder will be sent via email to the family or plan manager. This reminder will include the outstanding invoice, the amount due, and a request for immediate payment.

Step 2: Second Reminder (Day 14)

  • If payment has not been made after 14 days, a second reminder will be sent. This will also include a warning that late payments may result in a suspension of services or further action if payment is not made within the next 7 days.

Step 3: Contacting the Family or Plan Manager (Day 21)

  • If payment has still not been made after 21 days, Young Heroes will contact the family or plan manager directly to understand the reason for non-payment. We will discuss the situation and try to come to an agreement for payment resolution. If payment is not made within the next 7 days, further action may be taken.

Step 4: Suspension of Services and Debt Recovery (Day 28)

  • If payment is still not received after 28 days, Young Heroes reserves the right to suspend or cancel services for the family until the outstanding invoice is paid in full. Additionally, if payment remains unpaid, we will engage a debt collection agency and initiate debt recovery procedures. We may also contact the NDIS directly to address the situation and assist in resolving the payment issue.

Step 5: Payment Plan Option (Day 28+)

  • If payment has not been made after 28 days, we may offer the family an opportunity to set up a payment plan to clear the outstanding balance. The payment plan terms will be discussed and agreed upon by both parties. If a payment plan is not established or adhered to, further action will be taken, including debt recovery and suspension of services.

Step 6: Debt Collection Engagement (Day 28 and Beyond)

  • If the invoice remains unpaid after 28 days, Young Heroes will engage a debt collection agency. At this stage:
    • We will hand over the outstanding debt to a professional debt recovery service to recover the funds.
    • The debt collection agency will take over all communication and attempts to recover the funds.
    • The debt recovery agency will add its own fees and costs to the total outstanding balance.

5. NDIS Involvement

  • If the payment remains unpaid and the family is funded via NDIS, Young Heroes reserves the right to contact NDIS directly to notify them of the non-payment. This may assist in resolving the payment issue and potentially lead to the payment being made through the NDIS claims process.

6. Legal Action (If Necessary)

  • If the debt recovery process and engagement with a collection agency are unsuccessful, Young Heroes reserves the right to pursue legal action to recover the outstanding debt. This step will involve:
    • Legal proceedings to secure the payment
    • Further legal fees and costs being passed on to the family or plan manager responsible for the debt.

4. Payment Methods

Payments must be made via bank transfer, with the payment details provided on the invoice. Please ensure the payment is made within the 7-day payment period to avoid any delays or service interruptions.

5. Communication

For any questions or concerns regarding your invoice or payment, please contact us at us as soon as possible. We are here to assist you and can provide clarification or help with payment issues.