Refund Policy
Youchoosecare is a marketplace that connects carers to clients to complete care requests. This policy outlines when you (client) are eligible to receive a full or partial refund, and when refunds are not applicable.
When am I eligible to receive a full or partial refund?
Examples of when you may be eligible to receive a full or partial refund include:
Instant Requests: Our "Instant Request" feature allows you (client) to make service requests at any time and be immediately connected to a caregiver within seconds. This ensures prompt and efficient service, catering to your needs precisely when you require it.
The carer did not complete the full requested duration of services.
The carer failed to deliver the agreed-upon services.
No carer was available to accept your request.
Your carer arrived an hour late after accepting your request.
Scheduled Requests: Our "Scheduled Request" feature enables you (client) to plan and set up service requests for any future date and time. You can schedule requests weeks or even months in advance, ensuring that your needs are met precisely when required.
You cancelled a scheduled request at least one hour before the requested service time.
The carer failed to deliver the agreed-upon services.
Your caregiver arrived one hour later than the agreed-upon time after accepting your request.
When am I not eligible to receive a full or partial refund?
Examples of when you will not be eligible to receive a full or partial refund include, but are not limited to:
The carer was delayed due to uncontrollable events (e.g., traffic, construction).
You selected the wrong service or request option.
The service did not meet your personal quality expectations.
You cancelled the request before a carer accepted it.
The cancellation was made outside the eligible refund period.
You cancelled the request more than 2 minutes after submitting it.
You cancelled the request after it was accepted, due to no longer needing the service.
Resolving Your Request
To submit a refund request or general complaint, please provide the following information to the Youchoosecare customer service team at Support@youchoosecare.com or through the app within 14 days of encountering an issue:
Full Name
Email Address
Time of Requested Care
Duration of Care Requested
Cost Paid for Service
Reason for Claim
Ensuring all this information is included will help expedite your request. Refunds, if deemed eligible, should be returned to your requested bank account within 3-5 business days, depending on your bank. You may also need to provide supporting documentation or evidence.
False Reports
We investigate each report. Providing inaccurate information about your request and care experience when disputing fees or charges violates Youchoosecare Terms and Conditions and may result in your request being denied and/or your account being deactivated. We will review, investigate, and decide on the eligibility for a refund or partial refund within 14 days from the date we receive your initial contact. Please ensure that all information provided is accurate and complete to facilitate a smooth resolution process.