Care Seeker Exceptional Circumstances

Introduction

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 reimbursement in cases where services cannot be provided with less than 24 hours’ notice. However, it is at the service provider’s discretion to review each situation and make the determination if it falls within the parameters outlined in the policy with some exceptions. Carelancer cannot make this decision for the service provider. 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. 
  • 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 negligence or abuse. 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 based on the proof provided of the event and it will be thoroughly reviewed

What is not considered Exceptional Circumstances?

This policy is limited to providing refunds only for specified events. It does not cover reimbursements for illnesses, government duties, travel warnings, event rescheduling, transportation disruptions, etc. In the event of a cancellation not covered by this policy, the reimbursement amount will be determined by the applicable cancellation policy for the appointment. 

How to request a refund

If you believe you’re eligible for a refund, please contact us through the Contact Us page. Our team will review your situation and guide you through the next steps. Supporting documents may be required. 

For more information, please refer to our Dispute Resolution Policy.