Cancellations and refunds

Cancellations

We ask and require all account holders to give at least 48-hours’ notice of any cancellation of a shift on the platform to their contracted care worker. It is standard for care workers on the platform to insist that all cancellations made within the 48-hour period will be subject to the full hourly rate for care contracted in that 48-hour period. This however is at the total discretion of the approved carer.

Refunds:

In general, Smile Care Agency does not provide credits or refunds on behalf of approved carers for cancellations.

Refunds after 48-hour period from end of shift.

Any refunds agreed between a carer and a client, after the payment has been released to the carer, must be dealt with as a direct transaction between the client and carer. Our fee will not be returned (due to the administrative and transaction costs incurred by Smile Care Agency) once a payment has been released to the carer.