Care Seeker Cancellation Policy

Introduction

Cancellations by Care Seekers, though uncommon, can sometimes disrupt care provider’s agenda. To mitigate this, Carelancer may enforce fees and other consequences for cancellations made by Care Seekers with less than 24 hours notice or for cancellations deemed to be the Care Seeker’s responsibility under our policy.  

These fees and consequences aim to account for the impact on the client’s well-being, the Care Seeker 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. 

1. 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 Seeker 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 Care Provider can review and accept or decline.  
  • If the change request is accepted, the Care seeker 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

2. Termination of services with a client

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

If the Customer cancels the contract within 24 hours of the appointment, the full amount of the Service will be charged to the Customer, according to the rate agreed upon at the time of booking.

3. Situations in which fees may not apply

If the Care Seeker 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 Seeker 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.”

4. Cancellation fee

We will apply a cancellation fee based on the amount of the service and the date of the service. We understand that the Care Seeker must cancel the service, but we must take into account the loss of income suffered by the Care Provider who was not responsible for the cancellation and who could have replaced the appointment if it had been made within a reasonable time. 

If the Customer cancels the appointment within 24 hours of the appointment, the full amount of the Service will be charged to the Customer, according to the rate agreed upon at the time of booking. 

If the Customer cancels after 24 hours, no fee will be charged 

The Customer can request a change of service (see article on this subject)

5. Consequences of Repeated Cancellations by a Care Seeker: Account Suspension and Deactivation

  • A Care Seeker 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.