Care Provider Exceptional Circumstances

Introduction

Purpose

We understand that unexpected events can arise that may require the cancellation of an appointment. Our Exceptional Circumstances Policy outlines the guidelines for determining if a situation qualifies as an exceptional circumstance and allows for waiving the fees and other consequences for cancellations made by the Care Provider where services cannot be provided with less than 24 hours’ notice. Carelancer cannot make this decision; it is the responsibility of the Care Seeker to accept the cancellation or modification of the service under our Cancellation Policy. In some cases, proof may be requested to validate the claim made for cancellation. 

What is Considered Exceptional Circumstances?

The term “exceptional circumstances” refers to sudden and unforeseen events that can greatly affect individuals. These events can encompass a wide range of circumstances, from natural disasters to illness, hospitalization, death, and other extraordinary occurrences. In this context, we will examine the types of unexpected and exceptional events that are commonly considered to be exceptional circumstances 

  • Sudden death, for which proof, such as a death certificate, may be required. 
  • Motor vehicle accidents, leading to emergency hospitalization or in the extreme case of death, for which proof, such as a hospital or death certificate, may be required. 
  • Positive COVID-19 test results, for which proof, such as a photo of the test result, may be requested. 
  • Service was not provided, for which a history of conversations and agreements between the parties may be necessary to demonstrate the exceptional nature of the situation. 
  • Extreme cases of inappropriate service, such as physical violence, harassment, or disrespectful behavior. A complaint must be filed with the police and any other conclusive and formal evidence may be requested to support the claim.  
  • Natural disasters, large-scale failures of essential public services, and other severe and abnormal meteorological events.

It is important to note that these are examples of circumstances that may be considered exceptional, and the determination of whether a situation qualifies as exceptional is ultimately at the discretion of the care seeker. 

What is not Considered Exceptional Circumstances?

This policy is limited to providing a fee refund only for specified events. It does not cover refund for illnesses, government duties, travel warnings, event rescheduling, transportation disruptions, etc. In the event of a cancellation not covered a Cancellation fee will be charged causing the Customer to require an emergency service for their well-being and Carelancer to manage the situation. 

Background Check Requirements

All Care Providers on the Carelancer platform are required to complete an annual enhanced background check. This ensures the safety and trustworthiness of our community.

As a general rule, only convictions that directly relate to a Care Providers’s suitability to offer services should result in revocation of their Carelancer account.

How to request a refund for the Cancellation fee

If a cancellation fee was applied and you believe your situation qualifies as an exceptional circumstance, please contact us through the Contact Us page. Our team will review your request in accordance with our Exceptional Circumstances Policy. 

Supporting documents may be required, and in all cases, the final decision regarding the acceptance of the cancellation remains with the Care Seeker.