Care Seeker Dispute Resolution Policy

Introduction

Purpose and Scope

This Dispute Resolution Policy (“Policy”) establishes the procedures for resolving disputes arising from Assistance Services booked through the Carelancer platform (“Platform”). Carelancer is committed to providing a fair, transparent, and impartial process for resolving disputes in compliance with applicable laws and regulations to maintain the trust and confidence of its users.

This Policy applies to all disputes raised by Care Seekers, Decision-Makers and Care Providers (collectively, “Users”), including but not limited to concerns related to Care Provider service quality, cancellations and no-shows, billing discrepancies, payment issues, misrepresentation, fraud, and refunds. Carelancer strives to address disputes promptly and fairly while ensuring accountability for all Users.

Encouraging Direct Communication Before Escalation

Before escalating a dispute to Carelancer, Users are encouraged to first communicate with the other party to resolve the issue. Many concerns can be addressed through direct discussion. If the matter remains unresolved, Users should follow the dispute reporting steps outlined below.

Types of Disputes and Resolution Steps

1. Service Quality

Dispute Scenarios: Poor professionalism, failure to meet agreed-upon standards, or unsatisfactory service.

Steps:

1) Users must report the issue to Carelancer Support within 24 hours of the appointment.

2) Carelancer will review the evidence and obtain statements from all parties involved.

Outcome:

  • If the findings substantiate the claim, Carelancer will implement appropriate resolutions, such as issuing refunds, recommending corrective actions, or applying penalties to the User who was in default.

2. Appointment Issues

Scenarios: Cancellations, no-shows, or timing conflicts.

Care Provider No-Show:

  • Care Seekers must report the issue within 48 hours to qualify for a full refund.

  • The Care Provider will incur penalties as specified in the Platform’s Terms of Service.

Care Seeker No-Show: 

  • In the event a Care Seeker isn’t available for their appointment, Care Seeker will be billed in full as if the appointment had occurred, and Care Provider will be paid as expected.

Care Provider Cancellation:

If a Care Provider cancels within 24 hours of the scheduled appointment, they will be charged a cancellation fee, as determined by the platform’s policies. Repeated last-minute cancellations may also impact their standing on the platform.

Steps:

1) User must contact Carelancer Support to report the issue.

Outcome:

  • Refunds or adjustments will be processed based on the Platform’s cancellation and no-show policies.

3. Billing and Payments

Scenarios: When a user identifies an unauthorized charge, billing error.

Steps:

1) Users must notify Carelancer Support with detailed information regarding the billing concern within ten (10) days of a bill being sent to the User by Carelancer.

Outcome:

  • Billing errors will be rectified, and refunds or adjustments will be processed if warranted.

4. Misrepresentation or Fraud

Scenarios: Fraudulent claims, false advertising, or identity misrepresentation.

Steps:

1) Care Seekers must report suspected misrepresentation or fraud to Carelancer Support as soon as possible.

Outcome:

  • Carelancer will investigate the claim and take appropriate action, which may include suspending or terminating accounts, issuing penalties, or referring the matter to law enforcement if necessary.

 

5. Refund Request Escalation

Scenarios: When a Care Seeker disputes the eligibility or amount of a refund decision made by Carelancer following to a refund request for one of the situations in sections 1 to 4 above.

Steps:

1) Submit a refund request to Carelancer Support within 24 hours of having received Carelancer’s response regarding their initial refund request.

Resolution:

  • In Favor of the Care Seeker: If the claim is substantiated, a full or partial refund will be issued, and the Care Provider may face penalties as outlined in the Platform’s Terms of Service.

  • In Favor of the Care Provider: No refund will be issued, and the Care Provider will receive full payment.

  • Refund eligibility will be determined based on the severity of the issue, the evidence provided, and Carelancer’s policies. Partial refunds may apply if service was rendered but did not meet agreed-upon expectations.

Reporting a Dispute

To report a dispute, Users must contact Carelancer Support by email at [email protected] and provide the following details:

  • Appointment information, including the date, time, and parties involved.

  • A detailed description of the issue.

  • Any supporting evidence, such as messages, photographs, or other relevant documentation.

Carelancer’s Role in Dispute Resolution

Documentation:

  • All disputes reported to Carelancer will be logged and documented to ensure transparency and accountability.

Investigation:

  • Carelancer will review all relevant records, evidence, and feedback from the parties involved to facilitate a fair and impartial investigation.

  • Carelancer will evaluate disputes based on the quality and credibility of submitted evidence, prioritizing timestamped communications, written records, and official documentation.

Resolution:

  • Based on the findings, Carelancer may implement resolutions such as refunds, penalties, or account suspensions or terminations in accordance with the Platform’s policies.

Important Notes

  • Adherence to Platform Policies: All disputes will be resolved in accordance with the Platform’s cancellation, no-show, and refund policies. Users are encouraged to familiarize themselves with these policies before submitting a dispute.

  • Impartial Process: Carelancer is committed to handling all disputes objectively and in compliance with applicable laws and Platform policies.

  • Timing of reports: Users must submit a dispute claim with Carelancer in the delay indicated above. Late claims will be evaluated on a case-by-case basis, and Carelancer reserves the right to reject disputes that do not meet reporting guidelines.

Policy Updates

This Policy will be reviewed periodically to ensure compliance with changes in legal requirements, industry standards, and platform best practices. Updates to this Policy will be communicated to users via the Carelancer platform and by email.

Need Help?

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