Cancellation Policy

For Clients

Clients may cancel a Booking without penalty if done more than 24 hours before the scheduled service start time, receiving a full refund to their original payment method. Cancellations made within 24 hours of the scheduled start incur a fee equivalent to one hour of the booked service rate to compensate the Service Provider for reserved time and lost opportunity; no-shows by Clients are treated as late cancellations and charged the same fee.

Timing	Outcome
More than 24 hours before start	Full refund, no penalty
Within 24 hours of start, or no-show	Fee equal to one hour of the booked rate
Multi-day/recurring bookings	Cancel 48+ hours before next session to avoid a charge for that session

For multi-day or recurring Bookings, cancellation must be submitted at least 48 hours before the next scheduled session to avoid charges for that session, and any prepaid sessions already completed are non-refundable except in cases of verified Service Provider misconduct or safety violations.

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For Service Providers

Service Providers who cancel accepted Bookings less than 24 hours before the scheduled start (or fail to show) will receive a warning on their profile, forfeit payment for that Booking, and may face temporary suspension or permanent deactivation after repeated violations.

Cancellations due to documented emergencies (e.g. medical crisis, natural disaster) may be exempted from penalties upon submission of verifiable evidence through the Resolution Centre within 12 hours of the cancellation.

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How to Cancel

All cancellations must be processed exclusively through the Platform's Booking Management system; verbal, SMS, or off-platform cancellations are not recognized and do not waive fees or penalties.

HomecareHub reserves the right to adjust or waive cancellation fees at its sole discretion in exceptional circumstances, but such exceptions do not establish precedent for future Bookings.

See also our Refund Policy for how refunds are issued once a cancellation is approved.