In short
- You can ask to cancel at any time, and tell us why.
- Care continues until our office confirms the last day of service.
- Whether a refund is given, and how much, is decided by us case by case.
- If we cannot give a refund, we will tell you why in writing.
- Approved refunds go back to the original payment method.
Asking to cancel
You may ask to cancel your care at any time from your account, or by calling our office. We will ask you for the reason, because it helps us decide what is fair.
Care continues until we confirm
Your caregiver's visits continue until our office confirms the last day of service. We can end care on the same day when needed - for example after a bereavement or a hospital admission. Visits after the confirmed last day are cancelled.
Refunds are decided case by case
Care is planned, staffed and often prepaid for a period. Whether any refund is given, and how much, is decided by Global Home Healthcare for each request, taking into account:
- how much of the paid period has already been delivered;
- the reason for cancelling, including bereavement, hospital admission or recovery;
- any staffing already arranged for the period.
A refund may be full, partial or not given. If no refund, or only a partial refund, is given, we will tell you the reason in writing in your account.
How refunds are paid
Approved refunds are returned to the original payment method, normally within 7-10 working days of approval. Payments made by cash, cheque or bank transfer are refunded by bank transfer. A GST credit note is issued for every refund.
Before care starts
If you cancel before any payment has been made, the booking is cancelled straight away and nothing is owed.
Accepting this policy
You are asked to accept this policy when you book and again when you accept a quotation. We keep a record of the version you accepted and when.
Still have a question?
Talk to our care team — we reply quickly on working days.