Cancellation and Refund Policy

Rivers Services Home care] Cancellation & Refund Policy

As an introductory marketplace for independent professionals, our cancellation policy ensures fairness for both clients and self-employed carers who reserve their valuable time for your family.

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1. Cancellations by the Client

• More than 24 hours' notice: If you cancel a booked session more than 24 hours before it is scheduled to start, you will receive a 100% full refund back to your original payment card. No platform fees will be retained.

• Less than 24 hours' notice (Late Cancellation): If you cancel a session with less than 24 hours' notice, the booking is non-refundable. The full payment will be processed. The carer will receive their net payout for the reserved time, and the platform will retain its standard deduction fee. This protects the independent carer from sudden loss of income.

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2. Cancellations by the Carer

• If an independent carer must cancel a session due to illness or an emergency, you will be notified immediately, and a 100% full refund will be issued to your account automatically.

• While we cannot provide a managed cover worker, our customer support team is happy to point you toward other highly rated, available carers on our directory to help you find alternative support quickly.

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3. Resolving Disputes

If a carer fails to turn up to a booking, or if a dispute arises regarding the care hours delivered, the client must notify our platform support team within 24 hours of the scheduled session end time. We will pause the payment disbursement to the carer while we review the booking logs. If it is verified that the service was not provided, a full refund will be returned to the client.