At Golden Hand Caregivers, we strive to provide the best care for your loved ones. However, we understand that plans change. This policy outlines how cancellations and refunds are handled for our caregiving services.
2. Cancellation by Client
More than 24 Hours Notice: If you cancel a booking at least 24 hours before the scheduled shift, you are eligible for a 100% refund (minus any bank processing fees).
Less than 24 Hours Notice: Cancellations made within 24 hours of the scheduled start time will incur a cancellation fee of 20% of the booking value. The remaining balance will be refunded.
After Service Starts: Once a caregiver has arrived and started their shift, no refunds will be issued for that specific day/shift unless there is a verified service failure.
3. Service Failure & Disputes
If you are unsatisfied with the service provided:
You must report the issue to our hotline or email within 12 hours of the incident.
Our team will investigate the complaint. If the caregiver is found to be at fault (e.g., late arrival, negligence), a partial or full refund will be processed, or a replacement caregiver will be provided free of charge.
4. Processing Refunds
Approved refunds will be processed back to the original payment method (Credit/Debit Card via PayHere) within 5-7 business days. Please note that bank processing times may vary.
5. Contact for Refunds
To request a cancellation or refund, please contact us immediately: