In most cases, the earlier the better. Early support allows you to build understanding, routines and confidence while thinking and communication skills are still relatively strong. For many families, Understanding Dementia™ is a helpful first step soon after diagnosis. It provides clear, practical guidance so you can better understand what is happening and feel more prepared for the road ahead. Connect at Home™ is often most beneficial in the mild to moderate stages, when the person is still able to actively engage in conversation and structured activities. Beginning during this stage allows you to strengthen existing thinking skills, build positive communication patterns and create meaningful shared routines that can continue to support you over time. That said, every family is different. The right time is when you feel ready for structured support and want clearer guidance in how to move forward together.

Our programs are education and coaching programs designed to support families and carers to understand dementia and support their person well. They may be eligible for funding through Support at Home (or a Home Care Package), depending on your individual provider and available funds. For the Connect at Home™ program, we are happy to provide a supporting letter outlining the evidence-based benefits to assist with your funding request. However, we do not negotiate directly with providers. Funding arrangements are made between you and your provider. Once payment is made, a receipt will be provided for you to submit for reimbursement. Please note that funding decisions are made by your provider, and we are unable to take responsibility for declined claims.

Connect at Home™ Program As this program includes immediate preparation and resource allocation, the following timeframes apply: • Within 48 hours of payment (before dispatch) If you cancel in writing within 48 hours of payment and before physical materials are dispatched, a $150 administration fee will be retained. The remaining balance will be refunded. • More than 48 hours after payment (before dispatch) If you cancel in writing more than 48 hours after payment and before dispatch, a $250 preparation and administration fee will be retained. The remaining balance (if any) will be refunded. • After dispatch or digital access (whichever occurs first) Once physical materials have been dispatched or digital access has been activated, refunds are not available for change of mind. Understanding Dementia™ Program Understanding Dementia™ is a digital education program with immediate access. Once access has been provided, or any content has been viewed or downloaded, refunds are not available for change of mind. Important Information All refunds are subject to our full Cancellation & Refund Policy. Nothing in this policy excludes your rights under Australian Consumer Law.

There are no set time requirements. Any live calls are recorded and uploaded, so you can watch them at a time that suits you. All programs are self-paced and designed to fit into busy lives, allowing you to move through the content at a pace that works for you within the access period. Digital content, including videos, is available for a set time and is intended to be viewed during this period. Downloadable resources (such as PDFs) are yours to keep and can be revisited at any time.

We recommend starting with the Understanding Dementia program, then once you have completed that, you can book a 10-minute call with us to discuss if Connect at Home is right for you.