Last Updated: 05/02/2026
We strive to provide the highest quality of care. However, we understand that circumstances change. Our policy is designed to be fair to both the Patient and the Caregiver whose time has been blocked.
1. Cancellation by Customer
- More than 24 Hours Notice: If you cancel a booking more than 24 hours before the scheduled start time, you are eligible for a 100% Refund.
- Less than 24 Hours Notice: If you cancel within 24 hours of the start time, a one-day service charge will be deducted, and the balance will be refunded.
- Mid-Service Cancellation: If you cancel a monthly package in the middle of the month, charges will be calculated on a pro-rata basis for the days utilized, plus a 10% administrative fee on the remaining balance.
2. Cancellation Due to Medical Exigency
Hospitalization or Demise of Patient: In the unfortunate event that the patient is hospitalized or passes away, the service can be terminated immediately. The unused balance amount will be fully refunded on a pro-rata basis without any penalty deductions. The refund will be processed within 5-7 working days.
3. Refunds for Service Issues
- Caregiver No-Show: If our assigned Caregiver fails to report for duty and we cannot provide a replacement within 4 hours, you will receive a refund for that specific shift/day.
- Dissatisfaction: If you are unhappy with the service, please raise a ticket within 24 hours of the incident. Our Quality Team will investigate. If the grievance is valid, a replacement will be provided, or a refund for the disputed shift will be processed.
4. Processing Timeline
Refunds are processed to the original method of payment within 5-7 business days after approval.
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