Cancellation & Refund Policy

This Cancellation & Refund Policy explains what happens when a Care Seeker or Caregiver cancels, reschedules, misses, shortens, or cannot complete a booking arranged through Connect-4Care. This Policy supplements the Connect-4Care Terms of Service and Caregiver Marketplace Agreement. If applicable law requires a different result, applicable law will control.

1. Purpose

Connect-4Care is designed to balance two important interests: families need reasonable flexibility when plans change, and Caregivers need protection when they reserve time and turn down other work for a confirmed booking. The cancellation terms shown at checkout or in the booking record will apply to the booking, subject to this Policy and applicable law.

2. Definitions

Care Seeker means the individual using Connect-4Care to arrange Care Services.

Caregiver means the independent caregiver who accepted the booking.

Scheduled Caregiver Amount means the amount attributable to the Caregiver's scheduled services before Connect-4Care's Caregiver Platform Fee.

Family Service Fee means the Connect-4Care platform fee charged to the Care Seeker for a booking.

3. Care Seeker Cancellations - More Than 24 Hours

If a Care Seeker cancels more than twenty-four (24) hours before the scheduled start time, the Care Seeker will receive a full refund of the amount charged for that booking, including the applicable Family Service Fee, unless a different result is required by law or clearly disclosed before booking. The Caregiver does not receive cancellation compensation for a cancellation made more than 24 hours before the scheduled start time.

4. Care Seeker Cancellations - 2 to 24 Hours

Subject to applicable law, if a Care Seeker cancels between two (2) hours and twenty-four (24) hours before the scheduled start time, the cancellation charge will generally equal 50% of the Scheduled Caregiver Amount for the booking. The remaining Caregiver service amount will be refunded to the Care Seeker. The Family Service Fee will be refunded for the canceled booking. The Caregiver will generally receive the applicable cancellation compensation, less the normal Connect-4Care Caregiver Platform Fee.

5. Very Late Cancellations, Care Seeker No-Shows, or Caregiver Already En Route

Subject to applicable law, if a Care Seeker cancels less than two (2) hours before the scheduled start time, fails to appear or provide access for a confirmed booking, or cancels after the Caregiver has reasonably begun traveling to the booking, the Care Seeker may be charged an amount equal to up to the first two scheduled hours of Caregiver services. The charge will never exceed the total Scheduled Caregiver Amount for the booking. The Family Service Fee will be refunded for services not provided. The Caregiver will generally receive the applicable cancellation compensation, less the normal Connect-4Care Caregiver Platform Fee.

6. Caregiver Cancellations

If a Caregiver cancels a confirmed booking before providing the scheduled Care Services, the Care Seeker will receive a full refund for services not provided, including the applicable Family Service Fee. Connect-4Care may attempt to help the Care Seeker locate another available Caregiver, but replacement coverage is not guaranteed. Repeated, avoidable, or last-minute Caregiver cancellations may affect the Caregiver's account standing or access to the Platform.

7. Rescheduling

If the Care Seeker and Caregiver mutually agree to a new date or time, Connect-4Care may treat the booking as rescheduled rather than canceled. If a Care Seeker requests a material change within 24 hours and the Caregiver cannot accept the change, the original booking may be treated as a Care Seeker cancellation under this Policy. A Caregiver is not required to accept a rescheduled date or time.

8. Early Ending or Shortened Bookings

If a Care Seeker ends a booking after the Caregiver has arrived or begun providing services, the Care Seeker is responsible for Care Services actually provided. Where permitted by law, a late-cancellation amount may also apply to the unused portion of the booking, but any combined charge will not exceed the original scheduled booking amount. Connect-4Care may review shortened-booking disputes on a case-by-case basis.

9. Emergencies and Extraordinary Circumstances

Connect-4Care may waive or reduce a cancellation charge when circumstances reasonably justify an exception. Examples may include hospitalization, death in the immediate family, severe weather, natural disasters, government emergency orders, sudden unsafe conditions, or other serious circumstances outside the user's reasonable control. Connect-4Care may request reasonable information needed to evaluate an exception. An exception in one situation does not require Connect-4Care to grant the same exception in every situation.

10. Safety-Related Cancellations

A Caregiver should not remain in a situation presenting a serious and immediate safety risk. If a booking cannot safely begin or continue because of undisclosed dangerous conditions, threats, violence, unlawful activity, or another material safety issue, Connect-4Care may review the circumstances and determine how the booking, cancellation charge, and refund should be handled.

11. Payment Processing, Refunds, and Timing

Refunds approved by Connect-4Care will be returned through the original or otherwise approved payment method. Although Connect-4Care may initiate a refund promptly, banks, card networks, and payment processors may require additional time before funds appear in the Care Seeker's account. Caregiver cancellation compensation and payouts are also subject to payment-processing requirements, fraud review, disputes, chargebacks, and applicable law.

12. Disputes

If a user believes a cancellation or refund was handled incorrectly, the user should contact Connect-4Care promptly. Connect-4Care may review available booking records, Platform messages, timestamps, payment information, and information provided by the users. Connect-4Care's review of a Platform payment dispute does not make Connect-4Care the employer or supervisor of an independent Caregiver.

13. Applicable Law

This Policy applies only to the extent permitted by applicable law. If Georgia or another applicable jurisdiction requires different cancellation, refund, client-rights, travel-time, staffing, or payment treatment, Connect-4Care will apply the legally required rule. Connect-4Care may update this Policy if regulatory guidance or the legal classification of its services changes.

14. Changes to This Policy

Connect-4Care may update this Policy prospectively. Material changes will be communicated when required by law and will not retroactively alter a completed booking unless legally required. The version presented or linked in connection with a booking will govern that booking, subject to applicable law.

15. Contact Connect-4Care

Questions or cancellation and refund concerns may be directed to:

Connect-4Care
Email: info@connect-4care.com
Phone: (404) 477-4806
Website: connect-4care.com