What is your cancellation policy?
In the unfortunate event that you need to cancel your care you can do so, however you may still be charged. We have outlined below the notice we require to avoid incurring any charges for each service.
If you cancel within the first 14 days where we have not already begun providing services
You have the right to cancel the Care Agreement immediately, within the first 14 days without giving any reason. The cancellation period ends at the end of 14 days after the day on which you sign the Care Agreement Letter.
To exercise that right to cancel, you must inform us of your decision to cancel the Care Agreement by a clear statement, such as a letter sent by post, phone, fax or email.
In all circumstances, we will provide you with a final invoice detailing any refund that is due to you or, if no refund is due to you, the costs which remain payable.
If you cancel within the first 14 days where we have already begun providing services
If you cancel the Care Agreement within the first 14 days (where we have already begun providing services at your request), we will reimburse to you all payments received from you in advance, apart from the following, non-refundable fees:
- the Short Term Care Assessment Fee of £200. This sum represents the reasonable cost of setting up the services and appointing a Carer to you, which are services we provide to you up to the time when you told us you had changed your mind and wish to cancel; and
- the cost of any services delivered to you (calculated in accordance with the Summary of Prices).
We will reimburse you without undue delay, and no later than 14 days after the day on which we are informed about your decision to cancel the Care Agreement. We will make the reimbursement using the same payment method as you used to pay us, unless you have expressly agreed with us that we can reimburse you using a different payment method. In any event, you will not incur any fees as a result of the reimbursement.
If you cancel after the first 14 days
If you wish to cancel the Care Agreement after the first 14 days, you must provide us with at least 14 days’ notice in writing. You must continue to pay for the services which were due to be delivered during your 14-day notice period (calculated in accordance with the Summary of Prices).
We will refund you any payments made in advance for Services due to be delivered after the end of your 14-day notice period.
In the event of a client's death
In the unfortunate event of a client's death the Care Agreement will come to an automatic end and we will only charge for those Services which were due to be delivered up to 3 days after their death.