Client Support
Appointment Cancellation and Refund Flow
Fast, transparent, and fair. You will always see any cancellation fee before confirming.
Step 1
Request Cancellation
Open your appointment, choose cancel, and review details, see if fees apply before submitting.
Step 2
Fee Check
If cancellation is within the late window and a caregiver is assigned, the applicable fee is shown clearly.
Step 3
Confirm and Finalize
After confirmation, the appointment is cancelled, notifications are sent, and your account is updated immediately.
Step 4
Refund Outcome
No fee: full refund. With fee: partial refund. Your confirmation message includes the exact amount.
When Cancellation Fees Apply
Fee applies when:
You cancel within 24 hours of the appointment start time and a caregiver is already assigned.
No fee when:
You cancel earlier than the late-cancellation window, or no caregiver has been assigned yet.
What is charged and why:
Late-cancellation fees are calculated from the appointment’s weighted hourly rate,
capped at up to 2 hours (or the scheduled duration if shorter).
This helps cover scheduling and reserved care time when notice is very short.
Need help with a same-day or already-started appointment? Contact
[email protected] or call us for direct support.