What it costs, and who pays for it
If you are a participant, the short answer is nothing. No service fee, no platform fee, no booking fee. Your NDIS funding pays for the support you booked and Zoomly does not take a cut of your plan.
A Support Partner profile shows their rates before you book, billed per the NDIS price guide. Nothing is worked out after the fact.
Zoomly adds nothing to what your support costs*
If you are a participant, or you book for one, this is your side of it. The support is paid for out of your plan at the published price guide rate. On top of that there is no service fee, no platform fee, no booking fee and no subscription. Nothing is taken off your plan for the privilege of using the app.
- Your funding pays for the support you booked, at the price guide rate
- No percentage skimmed off your plan
- Nothing to pay to browse, to be matched, or to keep an account open
- The rate is on the Support Partner's profile before you book
An hour of your plan that goes into a platform fee is an hour of support you do not get. So we do not charge one.
Thinking about working with Zoomly? This is not about you. Support Partner pay is a separate thing and it is set out under What you earn.
*Cancellation fees may still apply, in line with our Cancellation and Rescheduling Policy. A short notice fee is not a Zoomly fee: it pays the Support Partner who held that time for you.
Where your money goes
No platform fee, no booking fee, no service fee added on top of the NDIS price. The three steps below are the whole of it.
An example of a full costed hour
One hour of Personal Care on a weekday
$73.58That is the published NDIS price for the hour. Below is how that example breaks down, so you can see what you pay against what Zoomly gets.
$45.27
Zoomly pays Support Partner wages
$7.70
We also pay their Super and insurance
$20.61
Zoomly earns
Based on a Level 2 support worker at the SCHADS Award rate with casual loading, superannuation at 12%, and workers compensation and insurance at 5%. This is one hour, of one support, on one day. On evenings, weekends and public holidays wages rise faster than the NDIS price, so our share gets smaller. On some supports it is smaller again. What does not change is that you pay the NDIS price and nothing above it.
A booking, priced line by line
One booking, followed all the way through, so you can see every kind of charge that can appear on a Zoomly invoice, and why each one is there.
One booking, itemised
Two hours of Personal Care on a Tuesday morning, then an hour of Meal Preparation for the week. Your Support Partner drives 5 km to reach you, which takes 15 minutes.
Personal Care
2 hours at the $73.58 weekday rate
$147.16
Why: $73.58 is the NDIS price for an hour of Personal Care on a weekday. You are charged for the two hours actually delivered, at that price and nothing above it.
Meal Preparation
1 hour at $61.16, its own NDIS price
$61.16
Why: Meal Preparation sits in a different NDIS price band to Personal Care, and a lower one. It is billed on its own line for the time spent on it, so you can see exactly what each support cost. The two never overlap, and you are never charged twice for the same hour.
Travel time to reach you
15 minutes at $73.58, capped at 30 minutes
$18.40
Why: Your Support Partner is paid for the time it takes to get to you. The drive was 15 minutes, so a quarter of the hourly price. The NDIS caps this at 30 minutes, so a long drive never becomes your problem.
Vehicle, travelling to you
5 km at $0.99
$4.95
Why: Running the car costs fuel and wear, charged at 99c a kilometre for the 5 km driven to reach you. If nobody has to drive, this line does not appear.
Total
$231.67
Why: The four lines above, added up. This is the amount claimed against the plan for this booking, and it is the whole of it.
Zoomly platform fee
$0.00
Why: Zoomly is paid from inside the NDIS prices above, not on top of them. There is no booking fee, service fee or subscription added to this invoice.
The two kinds of travel
Travel is the part of NDIS pricing people find hardest, so here it is plainly. A booking may include one of these, both, or neither, depending on what happens.*
Getting to you
When your Support Partner travels to reach you, you are charged for their time, capped at 30 minutes, plus 99c per kilometre for the vehicle. If they are already nearby, you pay less.
Travelling with you
When you are in the vehicle during your booking, their time is already covered by your support hours. You are charged 99c per kilometre for the vehicle, or $2.76 per kilometre for a wheelchair accessible vehicle.
*Travelling with you applies to Community Access and Life Skills Development bookings only. Where no travel happens, nothing is charged.
What you will and will not be charged for
You are charged for
- The support time actually delivered
- Your Support Partner's travel to you, capped at 30 minutes
- Kilometres travelled, where travel applies
- A cancellation fee, if you cancel at short notice and the booking cannot be reallocated
You are never charged for
- Using the app, browsing profiles, or making a booking
- A booking your Support Partner cancels
- A booking your Support Partner does not turn up to
- Being matched with a different Support Partner
- Cancelling because your Support Partner is more than 20 minutes late
The cost of an activity is yours, not Zoomly's and not the NDIS's. Your funding pays for the support, so the Support Partner's time getting you to the cinema is covered and the ticket is not. Same for the coffee, the class fee and the shopping. Nothing about that goes through Zoomly.
If you cancel, a person reviews it before any fee applies, and takes into account whether the booking was reallocated. If some support was delivered before a cancellation, you are only charged for the time that was delivered. The notice periods sit in the Cancellation and Rescheduling Policy.
One price, set once, nothing added
Your price is the NDIS rate for the support you book. It does not move once a booking is confirmed, and there is no separate line for using the app.
A price set once, at a published rate, is one you can check yourself and plan around. We think that is worth more to you than a lower headline number with extra layers underneath it, and it is a great deal easier to budget for.
Examples on this page use the NDIS Pricing Arrangements and Price Limits for weekday bookings in a standard vehicle. What you pay depends on the support booked, the day and time, the travel involved and the vehicle used.
Funding, and how it works
Am I funded for this?
Four questions. Answer them in your head, in about a minute, and you will know where you stand before you download anything.
- Is your plan self managed or plan managed? Either one works on Zoomly today. Agency managed is not on the pilot yet
- Is the support you need one of ours? There are seven, and they are listed under What we do. Transport can sit alongside Community Access or Life Skills Development
- Does your plan fund that kind of support? Your plan sets out what your funding can be spent on. If you are not certain, your plan manager or support coordinator can tell you in a sentence
- Do you know roughly what is left in your budget? Worth checking before you book, the same way you would with any provider
Three yeses and you can book. If the answer to the first one is agency managed, or to any of them is no, it is worth a call before you go any further. We would rather tell you now than after a booking.
Not NDIS funded at all? That is covered further down this page.
Cancellations, no shows and short notice
The shape of it, in plain words. No app, no login. The full Cancellation and Rescheduling Policy is the authority on the detail, and it is the version that counts.
- Give us reasonable notice. Nothing to pay
- Cancel at short notice, or nobody is there. A fee may apply
- If Zoomly cancels, you are never charged
- If your Support Partner is more than 20 minutes late, cancel it. No fee
There is a short notice fee at all because the Support Partner held that time, turned down other work for it, and still gets paid. We will not charge one if you or your primary carer ends up in hospital or at an emergency, or if the Support Partner picks up another booking for that time.
Notice periods, what counts as short notice, and what a fee can be, are all set out in the policy. It is published in full on this site and held in the app with the rest of our terms.
Which budget categories apply
Which part of your plan a booking comes out of depends on the support and on how your plan is written, so we will not guess at it here.
Your plan manager or support coordinator can tell you in a sentence, and the NDIS website sets out how the budgets work. Both are better placed to answer it than we are.
Plan managed and self managed
Both work on Zoomly from day one. You book the same way either way. The only difference is who the invoice goes to.
- Plan managed. Your plan manager gets the invoice and pays it out of your plan. Nothing for you to do past booking
- Self managed. The invoice comes to you, and you claim it back the way you already do
Agency managed is not on Zoomly yet. It is coming, it is just not part of the pilot. We will say so here the day it opens rather than pick a month now.
Are you a registered provider?
Yes. Zoomly is a registered NDIS provider, trading as Zoomly Ride Pty Ltd, ABN 49 676 476 832.
You do not have to take our word for it. Search Zoomly on the NDIS Commission's register of registered providers and we will come up.
We do not publish our provider registration number on the website. If you are a plan manager or a coordinator and you need it for your records, ask us and we will send it through.
If you are not NDIS funded
At the pilot you need NDIS funding to book on Zoomly. That is the one way in today, and we would rather tell you that plainly than have you download the app and find out.
Our payment options will expand as the platform grows, and we are working on funding routes outside the NDIS. As each one opens we will name it here. We would rather do that than list schemes we cannot take a booking under today, or promise you a month.
If you are not funded yet, or you are not sure whether you are, ring us anyway. We will tell you where you stand and let you know when something changes.
Still not sure
Funding is the part most people find annoying, and you should not have to work it out alone. Ask us and we will tell you straight whether we can help, before you spend an afternoon on it.
Ring 1300 918 981, 8am to 4pm Monday to Friday, or use the form.