Terms & Conditions of Service

1. Service scope

RockPool Collective is a support service designed to help our older community members maintain independence and wellbeing.

RockPool Collective’s Representatives (Reps) are independent contractors engaged by RockPool. They provide non-medical assistance similar to what an extended family member might provide.

Tasks may include light cleaning, meal preparation, gardening, providing transport, running errands, admin support, or general companionship.

What we don’t provide

RockPool Reps are not permitted or trained to conduct medical tasks such as administering medication, lifting, showering, or providing medical recommendations.

RockPool Reps are not advisors. Any suggestions offered during a visit are general opinions only.

2. Child-friendly visits and supervision

Members have full autonomy to choose whether they wish to participate in child-friendly visits.

Under no circumstances is the Member responsible for supervising children. RockPool Reps are solely responsible for supervising their children at all times.

3. Fees, invoicing, and payment

Fees are as mutually agreed between the Member and RockPool Collective. Fees are invoiced weekly via email and are due within 14 days of the invoice date.

If a RockPool Rep purchases goods or services on the Member’s behalf (e.g. groceries or essential household items), those costs will be added to the next invoice and clearly itemised.

If an invoice remains unpaid after 30 days, RockPool Collective may charge interest and recover reasonable debt recovery costs. Service may be suspended until payment is received or a payment plan is arranged with RockPool HQ.

Carer Support Subsidy (if applicable)

If any visits are covered under the Carer Support Subsidy, the Member agrees to sign the claim form at the end of each visit to confirm the visit occurred. The Member is also responsible for tracking their allocation and ensuring sufficient subsidy is available.

If mutually agreed with RockPool, RockPool can submit paperwork on the Member’s behalf, and the carer allocation will be paid directly to RockPool Collective. If any subsidy claim for a completed visit is declined, refused, reduced, delayed, or not approved for any reason, the Member remains responsible for payment of the full invoice amount.

Where RockPool Collective completes or submits Carer Support Subsidy paperwork on the Member’s behalf, an administration charge applies.

The Member is also welcome to complete the paperwork independently. In this case the Member pays RockPool directly and is reimbursed via Carer Support. RockPool Collective agrees its Reps will sign the claim form after each visit to confirm the visit took place.

4. Mileage and transport

When RockPool Reps provide transportation as part of a visit, mileage costs apply in addition to the hourly service rate.

Mileage is charged at the current IRD mileage rate and invoiced based on the distance travelled during the visit.

Any applicable mileage charges will be clearly itemised on your weekly invoice.

5. Payments to Reps, gifts, and tips

RockPool Collective handles compensation for RockPool Reps. Direct payment to RockPool Reps for services is not permitted.

For the safety and wellbeing of our community, we also have a no-gifting policy to RockPool Reps or any employee of RockPool.

6. Visit minimums, breaks, and billable communications

Minimum visit length

Other than RockPool Pop-In visits, the minimum visit length is 1 hour. After the first hour, visits are charged in 15-minute increments.

Rest breaks for extended visits

An extended visit is any on-site service visit that is three hours or longer. For each extended visit, the Rep is entitled to one paid 10-minute rest break, to be taken at a time that is reasonable and practicable (and, where possible, around the middle of the visit). Rest breaks are considered paid time and will be included in billable hours.

Member/Rep communications and billable time

Where a Member communicates directly with a RockPool Collective Rep (including by phone call, text, or other direct communication) and the total time spent on that communication in connection with a Member matter exceeds 15 minutes, the Member agrees that the time spent will be billable at the applicable hourly rate and may be invoiced in 15‑minute increments.

Reps may, acting reasonably, aggregate multiple communications relating to the same matter when calculating time spent.

For clarity, brief scheduling or coordination communications that are 15 minutes or less will not be billed, and conversations with and communications to RockPool HQ (including Community Coordinators) are not billed.

7. Rate adjustments

If a Member’s service hours or scheduling arrangements change, their rate may be adjusted in line with RockPool Collective’s current pricing structure (as stated on our website). Members will be notified of any rate changes resulting from modifications to their service plan.

8. Member responsibilities

The success of RockPool Collective’s service model is based on the capabilities of our RockPool Reps and the cooperation and clarity provided by our Members. As such, Members agree to:

• Child safety: Where child-friendly visits occur, maintain a safe environment for RockPool Reps and their children. Members are expected to follow RockPool Collective’s Child Safeguarding Policy.

• Dignity and respect: Treat RockPool Reps with dignity, respect, and courtesy. Harassment, mistreatment, or inappropriate behaviour towards RockPool Reps is grounds for immediate termination of services.

• Service changes and cancellations: Notify RockPool Collective if they wish to cancel or reschedule a service, in accordance with clause 9.

• Who is at home: Notify RockPool Collective of any other individuals living in (or who will be present in) the home during a service visit.

• Pets: Notify RockPool Collective of any pets living in (or who will be present in) the home during a service visit.

9. Cancellations

Cancelling a membership

To cancel a membership, we require one month’s written notice.

Cancelling a scheduled visit

It’s important to us that RockPool Reps have consistency in their work hours and pay, so cancellation fees apply to visits cancelled at short notice:

• Cancellations made 3 or more days in advance: No charge.

• Cancellations made 24–72 hours in advance: 50% of the booking fee will be charged.

• Cancellations with less than 24 hours’ notice: 100% of the booking fee will be charged.

10. Abrupt membership pause or cancellation fee

If a Member ends or pauses their membership without giving at least one (1) month’s written notice (an Abrupt Pause or Cancellation), RockPool Collective may charge an Abrupt Pause or Cancellation Fee. This fee will be a flat amount equal to the Member’s usual weekly invoice total.

This fee is intended to help cover the costs of ending services at short notice, including paying the assigned Rep for up to one (1) final week while we arrange alternative placement. This fee is in addition to any other fees owed up to the effective termination date, and will be invoiced.

RockPool Collective reserves the right to waive or reduce this fee in exceptional circumstances.

11. If we can’t deliver a visit (unforeseen circumstances)

In the rare event RockPool Collective cannot fulfil a service as planned, we will provide as much notice as possible and aim to reschedule or offer alternatives.

12. Changes to these Terms & Conditions

RockPool Collective may update these Terms & Conditions from time to time. If we make changes, we will notify Members in a timely manner. Continued use of our services after we notify you of changes means you accept the updated Terms & Conditions.