Policies & Procedures

Privacy Legislation

Privacy Act 1988
Privacy Regulations 2006
Relevant State/Territory Privacy legislation:

Queensland: Information Privacy Act 2009

Handling with Care respects the privacy concerns of all persons and is committed to the
standards laid down in the 10 National Privacy Principles (NPPs).

Further information regarding this legislation and the Australian Privacy Principles can be found at the Office of the Australian Information Commissioner website: https://www.oaic.gov.au/

Workplace Health and Safety Legislation

Work Health and Safety Act 2011
Work Health and Safety Regulations 2011
Relevant State/Territory WHS legislation:

Queensland: Work Health and Safety Act 2011 & Work Health and Safety Regulations 2011

Handling with Care is committed to ensuring a safe environment for clients, family members, staff and visitors. Workplace Health and Safety (WHS) practices will be managed consistently and within WHS legislative requirements.

Further information regarding this legislation can be found at the Safe Work Australia website – http://www.safeworkaustralia.gov.au.

Code of Conduct

Handling with Care is committed to behaving in an expected manner consistent with Handling with Care policy, procedures, goals and objectives when working and communicating with clients, family members, colleagues and other agencies.

Handling with Care will carry out their duties and they have a responsibility to:

Work within their role and responsibilities
Co-operate, show respect and communicate appropriately with other agencies to promote and deliver quality services to clients.
Show respect and provide care in a way that upholds the client's privacy and dignity.
At all times, maintain a 'professional' relationship with clients.
Promote and protect clients' rights in relation to diversity and equity.
Immediately raise concerns about issues in relation to suspected client harm and abuse.
Fully involve the client (and family where appropriate) in making informed decisions about their lives and how to meet their individual needs.
Provide person-centred care that considers the individual's culture, religious, social, emotional and physical needs.
Understand and comply with the privacy and confidentiality practices of Handling with Care and maintain accurate records as required.
Refrain from being under the influence of alcohol or illegal drugs whilst carrying out work duties.
Refrain from using position and information improperly, which could result in being detrimental to the organisation and its clients or for the advantage of self or others, directly or indirectly.
Be committed to developing their own knowledge and skills.

Professional Performance Standards

Be committed to maintaining the highest standards of professional performance
Competence goes beyond the ability to execute tasks; it involves the application of knowledge and skills in real-world situations.
Proficiency refers to the capability to perform assigned tasks accurately and effectively. This will likely produce consistent and reliable results, improving operational efficiency.
Expertise indicates a high level of mastery in specific areas and performance of tasks competence and excellence in certain domains. Handling with Care expertise brings a depth of knowledge and skill that can be leveraged to solve complex problems, mentor others. Handling with Care is not only technically skilled but also versatile, capable and continuously striving for excellence in their training.

Decision Making and Consent

Handling with Care is committed to supporting and protecting clients' right to make informed decisions about their own lives and give informed consent.

All clients have the right to re-evaluate and alter their decisions about the services being provided.
All clients are presumed to have the ability to make decisions unless their impaired capacity is established.
The law states that people with an impaired capacity* have a right to be provided with appropriate and adequate support to participate and make informed decisions about their own life.
If the client is unable to make a decision, the family or appointed guardian may provide informal support when a decision is made.
If the client with an impaired capacity does not have informal decision-making support, then Handling with Care will consult with an appointed person as the client's guardian. The guardian will be appointed to make decisions on behalf of the client.

*Impaired capacity refers to a person who is deemed unable to make sound decisions and give consent.

Environment

Policy
Handling with Care is committed to ensuring that all work is conducted in an environmentally sustainable manner. We will:

Use environmentally sustainable systems of work.
Be proactive in assessing environmental hazards for new and existing work systems, practices and equipment.
Ensure compliance with legislative requirements and current industry standards.
Educate clients and caregivers on environmentally sustainable practices.
Reduce, re-use and recycle materials wherever practical and dispose of waste materials in a safe and environmentally responsible manner.
Use and communicate through electronic copies of documents where possible and only print documents where necessary.
Print documents as double-sided where possible.
Make use of power-saving options on equipment wherever practical.

Falls Recovery

Falls recovery often involves hoisting the client into bed/chair once they have been:

Cleared by a Paramedic
Referred to physiotherapist to review mobility,

The person must also be referred to a hospital for a medical review if there is a head strike or other concerns not initially documented in their current individualised support plan.

Action to follow if there is a fire in a clients home

Evacuate clients/visitors/family from the house and close doors behind you.

Raise the alarm (Dial 000).
Fight fire only if safe to do so.
Do not allow any people to re-enter the house following evacuation.
Assemble all clients/visitors/family in the nominated evacuation assembly area and ensure everyone is present
Before leaving an area, report the status of evacuation to the Fire Brigade.
Report any clients/visitors/family still in-house to the Fire Brigade.

Medical Emergency in a clients home

Handling with Care holds a current First Aid Certificate.
Handling with Care will assist the caregiver in the case of a client being admitted to the hospital via an ambulance. Remind the caregiver the client medical history form accompanies the client in the ambulance.

In The Event of a Medical Emergency Situation

Apply first aid
Raise the alarm (Dial 000)
Follow the operator's instructions and provide the following information
Address
Details of the emergency

Infection Control

Handling with Care is committed to ensuring infection control measures are put in place to ensure a safe environment for clients and caregivers. All body fluids are to be treated as potentially infectious.

Cuts and abrasions should be covered with a waterproof dressing.
Trainer must ensure nails are kept short and clean if there is significant physical client contact.
Trainer must treat all human body fluids, blood and tissues as potentially infectious.
Maintain a high standard of personal hygiene and grooming.
Maintain the recommended personal immunisation levels
Wash hands thoroughly between clients and after contact with human blood, body fluids or tissues (with and without the use of gloves). Routine hand washing is required to remove any micro-organism contamination that may have been acquired from a persons' skin or from objects within the environment
Trainer must wear personal protective equipment (PPE) such as gowns, gloves, masks and goggles if it is likely that the skin, eyes or mouth will come into contact with human body fluids, blood and tissues.

Hand washing technique

Remove any jewellery
Use liquid pump soap
Avoid touching sink
Wet hands thoroughly with warm water.
Lather hands with soap and vigorously rub together, making sure all surfaces of the hands are covered, approximately 20 seconds.
Rinse thoroughly under a moderate stream of water.
Dry thoroughly
Turn the tap off with a dry paper towel

Managing spills of blood and body substance

Gather the spill kit
o disposable gloves, goggles and apron
o absorbent fluid
o Scoop
o clinical waste bags with ties
Wash hands
Put on the gloves and apron
Pour absorbent fluid over the spill
Cover the material with an absorbent paper towel to contain the spill.
Scoop up the spill and dispose of it in clinical waste bags
Remove gloves and dispose of them in clinical waste bags
Clean the area with a disinfectant
Wash hands

Managing Wastes

Waste-disposal bags have standardised colours to allow ready identification.

Black for general waste
Yellow for clinical and potentially infectious waste
Yellow rigid container for sharps
Red for radiation
Purple for Cytotoxic

Managing Wastes in the Home

Wear gloves and or PPE
Dispose of liquid wastes, e.g., dispose of urine in the toilet
Place waste in a sealed plastic bag and place it in the client's wheelie bin

Documenting Information

Regardless of the type of written documentation, Handling with Care ensures that all documentation is of the highest quality to accomplish this, it is important to comply with the following:

Be certain the client’s name is written on each document page.
Date all entries.
Always use blue or black ink.
Avoid the use of white-out in handwritten documents. Draw a line through an error, date and sign.
Writing should be neat and legible.
Be objective and use understandable
Don’t leave spaces between entries. Draw a line through unused spaces on the paper.
Be concise, accurate and factual.
Present the information in a logical order.
Documentation is not to be completed on behalf of another person.
Any significant change in the client’s physical, emotional, behavioural and environmental condition must be conveyed to the caregiver.

Records Management

Policy Statement
Handling with Care recognises the critical importance of effective information storage and management to ensure the highest quality of care and services. This policy outlines the procedures for storing information securely and confidentially, thereby upholding our commitment to maintaining the privacy and dignity of our clients and the integrity of our organisation.

Procedures
Records management must abide by the organisational standards:

Store physical documents in locked cabinets or secure rooms.
Perform regular backups of all information for data recovery in case of loss or system failure. Store backups securely offsite.
Limit access to sensitive and confidential data to authorised personnel only.
Safeguard electronic systems with strong, regularly updated passwords.
Dispose of unnecessary information securely.
Shred paper documents and securely .

Information and Records Policy

Handling with Care is committed to protecting and maintaining the privacy of clients and caregivers during emergencies. This policy outlines actions that Trainers undertake to accomplish this.

Privacy of Information
In all situations, clients will be informed about the purpose of gathering information.

In keeping with the Privacy Act 1988, private information about a client is collected or disclosed in the following circumstances:

Personal information is only collected with the person's informed consent.
Personal information will only be disclosed to a third party with the clients' consent, except where the personal information is required or authorised by or under the law.
Personal information is only collected for which Handling with Care requires for its primary function.
All personal information is protected from loss, modification and misuse.
Clients are asked to provide the name of a next of kin or designated guardian whom they wish to have access to their personal information.
When the recipient of the information is the client guardian or other person who is responsible for them
When the disclosure is necessary for the provision of appropriate care of the client
When the client has previously given consent to the disclosure
When the purpose of the disclosure is for the primary reason why the information was collected in the first place
When the disclosure is required or authorised by Australian law or court/tribunal order
There is a health situation related to the disclosure

Source: Privacy Act 1988

The above is always followed, including during emergencies. The disclosure must be limited to a reasonable extent to achieve the goal of disclosure

Storing Records
To protect the privacy of clients, records are to be stored using the following guidelines:

Clients are to be informed of where private information will be stored and how long the information will be stored in the electronic storage system.
Trainers are not to record and store information that is irrelevant or unnecessary, based on (a) their purpose for collecting information and (b) the form or template that they are required to fill out as part of a procedure. To maintain confidentiality of the client’s information, the following guidelines are to be followed:
All files are to be stored through the following ways:

o Electronic files are to be compiled and stored in a secured folder that excludes it from those of other clients.

o Paper-based files are to be stored with the client’s personal data, health records and other relevant physical documents.

All files are to be protected from tampering and loss through the following:

o Storing physical or paper-based files in locked filing cabinets in the organisation’s archive
o Storing digital files with a password known only to select personnel.

Access to Records
Access to the records is limited to the following personnel only:

Trainer in charge of the archive
Relevant caregiver caring for the client

Maintaining Records
In order to protect the privacy of clients, records are to be maintained using the following guidelines:

All records, whether paper-based or electronic, may only be taken out, duplicated, modified, transferred or destroyed with appropriate permission from the Trainer in charge.
Electronic records will be backed up every month. The back-up data shall be stored in a different cloud storage account and will be made available for data recovery in the event of loss of data.

o All physical and electronic data will be deleted upon client becoming deceased.

Records containing personal information that are

Records that were requested to be deleted by clients and were approved for deletion by the Trainer

To maintain confidentiality of the client’s information, the following guidelines are to be followed:

Trainers are disallowed from divulging information from client records to unauthorised persons.

Workplace Health and Safety Policy

Contribute positively to learning without discrimination based on gender, race, sexual preference, political views, marital status, disability, or religious beliefs. Follow Handling with Care training.

Be honest and respectful, never falsify information, and avoid any behaviour that could harm or offend others.
Take responsibility for your learning and activity by actively participating.

Use handouts respectfully, respecting copyrights and preventing unauthorised distribution.
Respect the privacy and confidentiality of other family members.

Your Safety
Handling with Care is committed to providing you with safe practical demonstrations. The following guidelines are provided as a basis for safe practice in the training environment:

Do not undertake activities that may cause injury to self or others
Ensure you are physically fit to participate in practical demonstrations such as hoisting and slide sheeting, safety stances or other physical movements. Inform your demonstrator if any tasks cannot be performed due to illness or injury
Be responsible for your own actions
Everyone has a responsibility to always provide and maintain a safe working environment; this includes Trainers, clients, caregivers, family members and visitors.
Report all potential hazards, accidents and near misses to the Trainer
Consumption of alcohol during the conduct of training is not permitted, and if any persons appear to be suffering the effects of intoxication or drugs the Trainer has the right to leave the premises.
Client environments must be free from hazards
All persons need to observe hygiene standards, particularly in eating and bathroom areas.
Faulty equipment- Equipment that is not working should be reported to owner / hire company

Lifting Policy
Lifting training materials is voluntarily, and clients / caregivers / visitors or any other persons, assumes responsibility for any injuries. Avoid lifting objects beyond your capacity. When picking up items, remember to bend your knees and maintain a straight back. If you’ve had prior back issues, refrain from lifting heavy objects and seek assistance from others and inform Trainer.

'No Lifting' Policy
Handling with Care will provide the necessary manual handling and equipment training in order to affect a safe work environment.

Conduct a risk assessment of the environment. Ensure the area is clear and there are no obstructions or potential risks to the safety of the client and others.
Refer to the client's care plan if available
Communicate with the client about the activity, their preference and identify the degree of support required
Prepare manual handling equipment and sling
Attend to the tasks with the recommended number of personnel
Apply breaks (e.g., lifting device and wheelchair)
Wash hands to maintain infection control
Position the client and maintain client privacy and dignity at all times
Encourage the client to help as much as possible when moving and lifting
Use manual handling equipment correctly as per the manufacturer's instructions.
When you have completed, ensure the client is comfortable
Tidy the area and ensure it is safe.
Report to caregiver if there are any concerns

Supporting a Client with Daily Living Activities

Handling with Care is committed to facilitating daily living activities for clients, promoting their well-being and independence. This policy outlines the guidelines for all Trainers responsible for assisting clients with daily living activities.

Facilitating Support Activities

If the client has no existing care plan, Trainers must:

o Conduct a thorough assessment of the client’s needs, preferences and goals in collaboration with the client, caregiver / family.

Trainers must adopt a client-centred approach, respecting their choices and cultural background.
Trainers must communicate effectively with clients, using clear and simple language
The clients’ active participation in activities must be encouraged.

Ethical Responsibilities

Handling with Care

Handling with Care is committed to fostering diversity and inclusion by following ethical responsibilities:
o Providing a Diverse and Inclusive Environment
Handling with Care is responsible for providing a diverse and inclusive environment where all clients and caregivers are treated with equal respect and dignity, regardless of race, colour, national or ethnic origin, disability, sex, age or any other characteristic.
o Prevention of Discrimination and Harassment
Handling with Care must actively work to prevent and address all forms of discrimination and harassment, whether based on race, disability, sex, age or other characteristics.
o Support for Cultural Diversity
Handling with Care should support and encourage the expression of cultural preferences, traditions and practices of individuals from diverse racial backgrounds, ensuring that these expressions do not conflict with business policies.

Clients

As a client of Handling with Care, we expect you to uphold the following ethical responsibilities in our interactions and engagements:
o Equal Treatment
Clients must treat all Trainers, with respect and equality, regardless of their race, colour, national or ethnic origin, disability, sex, age or any other characteristic.
o Respect for Others' Rights
It is the responsibility of all people involved to respect the rights and legal protections of others.
o Non-Discrimination and Harassment
Clients are expected to avoid discrimination, harassment or behaviour that makes others uncomfortable based on their characteristics.
o Support for Cultural Diversity
Clients should respect and allow the expression of cultural preferences, traditions and practices of individuals from diverse racial backgrounds, ensuring that these expressions do not disrupt the business services.

o Reporting Concerns
Clients are encouraged to report any concerns related to discrimination, harassment or non-inclusive behaviour to the Trainer.

Non-compliance with these ethical responsibilities by clients will be addressed promptly. Handling with Care ensures a safe and inclusive environment for all clients and caregivers. Consequences for non-compliant clients may include termination of services.

The organisation reserves the right to deny service to clients who breach policies, procedures and ethical responsibilities.

Use of Assembled Equipment Policy

Policy Statement
Handling with Care is dedicated to upholding the highest standards of care. Our business recognises the critical importance of using properly assembled equipment, aids and appliances when delivering individualised support to our clients.

This policy outlines the guidelines and procedures for the use of assembled equipment, aids and appliances used in the provision of support services. It ensures that all Trainers using assembled equipment, aids and appliances adhere to standardised practices, promoting the highest quality of care for our clients. Handling with Care will accept no responsibility or consequences for any equipment owned, rented or leased by clients or caregivers in their home.

Procedures

Conduct Pre-Assembly Checks

o Thoroughly inspect all components before using, identifying any signs of damage, wear or defects.
o Ensure all necessary parts and accessories are in proper condition before use.

Adhere to Manufacturer Guidelines
o Strictly adhere to the manufacturer's specifications and guidelines of use in the manual.
o Encourage clients / caregivers to keep manuals in a clean and accessible location for future reference. Ensure they remain in good condition.
Implement Safe Manual Handling
o Apply safe manual handling techniques, considering ergonomics, body posture and weight distribution during use to prevent injuries.
o When handling heavy components, use lifting aids or assistance from colleagues to prevent strain and injuries.
Maintain a Clean and Safe Working Environment
o Keep the area clean and well-organised to prevent accidents and ensure a conducive working environment.
Report Faults and Defects
o Report any faults, defects or discrepancies identified during the use of equipment immediately to the caregiver and or client.
o Maintain records of reported faults, including descriptions and actions taken, for future reference and risk identification.

Privacy and Dignity

Policy
Privacy and dignity are basic human rights and Handling with Care is committed to protecting all client's rights to privacy and dignity. Handling with Care has a responsibility to protect client's rights of privacy and dignity while providing personal care support.

Communicate with the client about their personal care support preferences
Maintain effective communication and maintain personal dignity at all times
When providing personal care, doors must be closed and screens and curtains are drawn to maintain privacy and dignity
When you are supporting with personal care needs, cover areas of the body that are not being cleaned.
Do not touch a client's personal belongings without asking for permission.

Supporting a Client with Personal Care

Introduce yourself
Refer to the client's daily routine and choices
Communicate with the client about the activity, their preference and identify the degree of support required
Prepare equipment and place it within reach
Wash hands
Ensure that the room and water temperature are comfortable
Use the correct cleansing lotion
Support the client to ensure they are pat dried thoroughly to avoid any skin problems
Apply makeup, shave and brush hair as per the clients' preference
On completion of the activity, ensure glasses, hearing aids and mobility aids are applied.
When you have completed, ensure the client is comfortable
Clean and tidy area
Wash hands
Watch out for and report and document changes in the client's condition and care needs to the caregiver and or client
Maintain effective communication, privacy and dignity at all times

Working with Families

Handling with Care strives to involve residents' families in decision making and day-to-day activities as much as possible. We will create a welcoming atmosphere for families by:

Being kind, courteous and understanding with caregivers and family members
Providing a welcoming atmosphere
Enabling family members to take part in daily activities by way of advice, information and or training and by encouraging them to participate in activities alongside their family member
Enabling the clients' families to be involved in the planning, review and evaluation of service delivery
Encouraging the clients' family and/or carers to participate in the clients' plan in the capacity of informal supporter, guardian or administrator, as stipulated by the client and according to the client's needs
Acknowledge the challenges faced by family, carers and friends and giving support

Reporting and Notification

Hazard Reporting

Where possible, Trainers should take immediate action to remove or minimise the risk associated with any hazards. In some circumstances, minimising this may involve in advising removing equipment from service and applying 'out of service' tags or isolating an area where a spill may have occurred.
If Trainers are not able to control the hazard themselves, they must notify the caregiver immediately.
Trainers must document all hazards that they identify or are reported to them by clients, visitors and/or family members, which they cannot eliminate immediately.
All hazards must be documented on the Hazard Assessment Form.
The completed Hazard Assessment Form when completed must be given to client and or caregiver

Reporting Changes to Client’s Health and Wellbeing
Policies

Any changes to the client’s physical and psychological condition and wellbeing must be reported verbally to the caregiver, immediately or as soon as practicable.

Procedures
The following must be reported to the Caregiver

New risks identified to the client’s health, safety and wellbeing
Additional needs
Unmet needs
Issues or concerns relating to their assistive technology, including any pain and discomfort observed and raised by the client regarding their aids, equipment and devices

All reporting must be completed per Handling with Care’s Privacy and Confidentiality Requirements.

Complaints Policy

Introduction:
The policy’s primary objective is to ensure that all complaints are not only duly documented but also acknowledged and addressed in a manner that is equitable, efficient, and effective.

Scope and Application:
The Complaints Policy applies comprehensively to all constituents associated with Handling with Care, including clients and other stakeholders. It serves as a guiding framework for handling complaints and is obligatory for adherence in all circumstances. This policy has been devised to handle a spectrum of complaints and appeals, including those challenging decisions made by Handling with Care.

Handling with Care is committed to applying this policy consistently with all clients and caregivers and any other associated personnel.

Overview:
This policy is designed to articulate the conditions under which clients and / or other stakeholders may find it necessary to voice their dissatisfaction with the services rendered by Handling with Care.

Policy:
Handling with Care recognises that occasional instances of dissatisfaction may arise and acknowledges the need to promptly address and rectify the underlying issues. In such situations, Handling with Care encourages feedback from the dissatisfied party, facilitating the pursuit of resolution and considering any resultant insights for integration into Handling with Care’s continuous improvement cycle. Handling with Care is dedicated to addressing all complaints in a fair, constructive, and timely manner.

Handling with Care ensures the incorporation of principles of natural justice and procedural fairness in its operations by:

Timely handling of complaints, ensuring that complainants remain informed of the process after the submission of a complaint.
Preserving privacy and confidentiality during the investigation of all complaints.
Affording complainants the opportunity to present their case.
Enabling complainants to participate in moderation when necessary.
Operating in an impartial and unbiased manner in the handling of all complaints.
Maintaining a comprehensive register of all submitted complaints, including their outcomes.
Ensuring the acknowledgment of all complaints.

Handling with Care acknowledges that any clients and other stakeholders holding a complaint has the right to raise it, expecting that every effort will be made to resolve it in line with this policy, without fear of prejudice or reprisal.

Overview of Complaints Process

Contact Handling with Care via email or telephone to request a Complaints form.
Upon receipt, complete and return a copy of the form to Handling with Care for processing. Acknowledgment of the complaint will be conveyed in writing via return email, typically within 48 hours.
If the client and/ or other stakeholder wishes to remain anonymous, they must clearly indicate this on the Complaints form.
An investigation into the clients and / or other stakeholder’s complaint will commence immediately, possibly necessitating interviews with each individual. Any interview requirements will be scheduled within 21 days of receiving the complaint, and interviews may be conducted via telephone or in person.
Following the interviews, evidence will be collated to render a determination. This process usually takes around 14 days. Upon completion of the investigation, the clients and /or other stakeholders will receive formal correspondence from Handling with Care outlining:

• The outcome and decision related to the complaint.

The rationale behind the decision.
If the clients and other stakeholders is dissatisfied with the decision, they may submit a formal appeal or seek assistance from one of the following authorities:

• National Complaints and Appeals Tribunal
• The relevant state Ombudsman

Handling with Care endeavours to reach a mutually acceptable resolution for all complaints within 45 days. If, for any reason, the process needs an extension or is anticipated to exceed the thirty-day timeframe, Handling with Care will promptly inform the clients and /or other stakeholders of the delay.

Overview of the Appeals Process

If clients and / or other stakeholders disagrees with a decision, they must first discuss this with their Trainer.
If the clients and / or other stakeholders remains dissatisfied after this discussion, they must then contact Handling with Care to obtain a Complaints Form.
Upon receipt, complete and return a copy of the form to Handling with Care for processing. Acknowledgment of the complaint will be conveyed in writing via return email, typically within 48 hours.
All complaints must be submitted within 7 days of the issue. Appeals submitted beyond this timeframe will not be accepted.
An investigation into the clients and / or other stakeholder’s complaint will commence immediately. Any interview arrangements will be made within 7 days of receiving the complaint and may be conducted via telephone or in person.
Within 7 days of completing the investigation, the client / care giver will receive formal correspondence from Handling with Care detailing:
The circumstances surrounding the complaint.
The investigations conducted.
The findings of the investigations.
The outcome and decision regarding the complaint.
The rationale behind the decision.
If the client / caregiver remains dissatisfied with the decision, they may seek assistance from one of the following authorities:

• National Complaints and Appeals Tribunal
• The relevant state Ombudsman

Handling with Care aims to reach a mutually acceptable conclusion for all complaints within 30 days. In cases where the process needs an extension or is expected to exceed the thirty-day timeframe, Handling with Care will promptly inform the clients and / or other stakeholders of the delay.

Refund and Cancellation Policy

Fees Payable
Payment for the advice and practical demonstration is required at the time of visit either with Visa or Mastercard or on invoice payable immediately. A tax receipt will be sent upon payment. Handling with Care accepts payment for fees using only a Debit / Credit Card through the nominated Business bank account

Refund Policy
If the client (aged person with high needs) is deceased with in a 24-hour period of consultation booking (time and date) a 50% refund will apply if Handling with Care is informed of person passing with proof of time of death. Refund Form will be supplied on request.

Cancellation Request

Seven (7) days or greater prior to consultation booking date: No charge
Two (2) business days or lesser to consultation booking date: Cancellation fees of $25 apply.
Non-full disclosure of information: No Refund.

Consultation Price at Time of Booking: When a client books an advice and demonstration consultation with us, the price quoted at the time of booking shall remain fixed and applicable throughout the entire duration of their business relationship with Handling with Care.

Changes to Prices: While the consultation price will not change for the booked consultation, Handling with Care reserves the right to modify the prices of consultations that are made available after the booking.

Communication of Discounts: Any discounts or promotional offers will be communicated explicitly at the time they are introduced. Any discounts or promotional offers will work on a single use only time frame and not in conjunction with any other discounts or promotional offers.