Care Provider Cancellation Policy

Introduction

Cancellations by Care Providers, though uncommon, can sometimes disrupt client’s care plans and harm the trust in our community. To mitigate this, Carelancer may enforce fees and other consequences for cancellations made by Care Providers with less than 24 hours notice or for cancellations deemed to be the Care Provider’s responsibility under our policy.  

These fees and consequences aim to account for the impact on the client’s well-being, the Care Provider community, and Carelancer as a platform. However, the fees and consequences may be waived in the event of Exceptional Circumstances or valid reasons.  

Services can only be cancelled through the platform. Carelancer will not be held accountable for cancellations made outside of the platform and this policy will not cover those changes. 

How to cancel or modify

Modifications or cancellations must be made only through the Platform in order to maintain a complete record of the services and to ensure the tracking of all billing elements. 

  • The Care provider may change the appointment or cancel at any time and offer a new service appointment to the Customer. However, if a change is made within 24 hours of the appointment, penalties may apply unless exceptions are approved by the customer. 
  • To modify the appointment or cancel, navigate to the appointment menu, select the desired appointment, and click the “modification request” button.Then, adjust the time and/or date of the appointment and submit the request so that the Customer can review and accept or decline.  
  • If the change request is accepted, the Service Provider will send a new appointment with the revised date and time agreed upon with the Customer, who must confirm the updated appointment. 
  • If the modification is declined, the original appointment remains valid, but a new date can be proposed

Termination of services with a client

At any time, the Service Provider can stop the Services with a Customer. To do so, the Customer must log in to his account and request the termination of the services, giving specific reasons for the termination. The Platform will then offer new services to the customer. 

If a service provider terminates services with more than 10% of their clients without a valid reason and the clients do not attempt to find another service provider, their account may be subject to suspension while an investigation into the circumstances of the termination is conducted.

Situations in which fees may not apply

If the Service Provider cancels the appointment more than 24 hours in advance, no fee will be charged. 

In appropriate cases, such as due to Exceptional Circumstances or valid reasons beyond the Care Provider’s control, the fees outlined in this Policy may be waived. However, other consequences, such as temporarily blocking the Care Provider’s calendar, may still apply. 

For us to consider waiving the fees, the Care Provider must provide supporting documentation. Our decision on whether to waive the fees or impose other consequences will be made after a thorough review of the evidence.” 

Cancellation fee

We will charge a cancellation fee based on the reservation amount causing the Customer to require an emergency service for their well-being and Carelancer to manage the situation. 

In the event a Service Provider cancels an appointment with less than 24 hours notice a 25% penalty will be imposed on the Service Provider. Out of this penalty, 20% will be given to the Customer to cover the cost of emergency services, and the remaining 5% will be retained by Carelancer for managing the situation.  

This means that the cancellation fee will be calculated based on the amount of the reservation and will not be less than $15 or more than $500, regardless of the amount of the reservation. 

The cancellation fee will be taken from future payments to the Care provider. This fee is based on the reservation amount, not including taxes. If a care provider cancels or is found responsible for the cancellation, they will not receive payments for this appointment. If the payout has already been made, the future payment will be reduced.

Consequences of Repeated Cancellations by a Care Provider: Account Suspension and Deactivation

  • A service provider who repeatedly cancels confirmed appointments without a valid reason may face consequences, such as account suspension or deactivation, as outlined in the company’s Terms of Use
  • Making False Statements or Submitting false information. 
  • Repeated cancellation of 3 or more appointments is a month