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Cancellation & reschedule policy

Plans change — we get it. Here is exactly what you pay (or get back) depending on when you cancel or move a visit. The same rules power the refund figures you see in your account, so there are never surprise charges.

Timing decides everything

Fees are based only on how many hours are left before the visit starts.

Reschedules beat cancellations

Moving a visit inside the free window is always free — the price simply re-quotes.

Longer visits, earlier notice

Overnights and day sitting block out a caregiver's schedule, so they need more warning.

Rules by service type

Short visits

Book at least 12h ahead

Quick Potty Break
Dog Walk
Drop-in Visit
Evening Tuck-In
Home Watch & Errands

When you cancel	You are charged	You get back
More than 12h before the start	Nothing	100% refund
Between 2h and 12h before	50% of the visit price	50% refund
Inside 2h, or a no-show	Full visit price	No refund

Free cancellation or reschedule up to 12 hours before the start time.
Inside 12 hours, 50% of the visit price is charged.
Inside 2 hours of the start (or a no-show), the visit is charged in full.
Reschedules are free while you're outside the 12-hour window — the new time keeps the same price.

Half & full-day sitting

Book at least 24h ahead

Half-Day Sitting
Full-Day Sitting

When you cancel	You are charged	You get back
More than 24h before the start	Nothing	100% refund
Between 4h and 24h before	50% of the visit price	50% refund
Inside 4h, or a no-show	Full visit price	No refund

Free cancellation or reschedule up to 24 hours before the start time.
Inside 24 hours, 50% of the visit price is charged.
Inside 4 hours of the start (or a no-show), the visit is charged in full.
Reschedules are free while you're outside the 24-hour window — the new time keeps the same price.

Overnight stays

Book at least 48h ahead

Overnight In-Home Stay

When you cancel	You are charged	You get back
More than 48h before the start	Nothing	100% refund
Between 24h and 48h before	50% of the visit price	50% refund
Inside 24h, or a no-show	Full visit price	No refund

Free cancellation or reschedule up to 48 hours before the start time.
Inside 48 hours, 50% of the visit price is charged.
Inside 24 hours of the start (or a no-show), the visit is charged in full.
Reschedules are free while you're outside the 48-hour window — the new time keeps the same price.

Rescheduling

You can move a visit yourself from your account up until the full-charge window opens. Inside the free-change window there is no fee at all — we simply re-quote the visit at the new time, so an evening or holiday rate may be added or removed and the difference is charged or refunded automatically.

After the free window closes, the late-change fee for your tier (50% of the visit) is kept and the visit is re-booked at the new time. Once a visit is inside its full-charge window it can no longer be moved online — message us and we'll do what we can.

Good to know

What if the caregiver cancels?: You are never charged. We look for a replacement caregiver first, and if we can't cover the visit you get a full refund.
What about severe weather or emergencies?: Safety comes first. Visits we can't safely complete because of weather or an emergency are refunded in full or moved free of charge.
How do refunds reach me?: Refunds go back to the original card automatically, usually within 5–10 business days depending on your bank.
Do recurring plans work the same way?: Yes. Each visit in a plan follows its own timing rules, so skipping one visit early costs nothing and never affects the rest of the plan.
Are tips refundable?: Tips are separate from the visit price and go 100% to your caregiver. They're refunded only if the visit itself never happened.
Can I cancel a whole recurring plan?: Yes — cancel the plan from your account and any visit still outside its free window is cancelled at no cost.

Need to change something on an upcoming visit?

Your account shows the live refund or fee for every booking, calculated with these exact rules before you confirm anything.

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