Family cancellation
- More than 24 hours before the scheduled start: full refund.
- Between 12 and 24 hours before the scheduled start: 50% refund. The provider may receive compensation from the non-refunded portion.
- Less than 12 hours before the scheduled start: no refund, except for a verified emergency or at Carely's discretion.
- After the provider has arrived or the booking has started: no refund.
Provider cancellation or no-show
If the provider cancels or does not arrive, the family receives a full refund, including any Carely service charges. Carely will make reasonable efforts to help identify a replacement but cannot guarantee availability.
Quality concerns and emergencies
Refund requests involving service quality, safety or an emergency are reviewed individually. Users should contact support@getcarely.ca promptly and provide relevant information. Carely may request supporting documentation.
How timing is calculated
Cancellation time is measured against the scheduled local start time shown in the confirmed booking. A cancellation becomes effective when it is recorded through Carely or received by Carely support.
Before client launch
Client booking and payment are not currently available, so no online booking payment can presently be charged or refunded. This policy will be finalized before paid client bookings open.
Mandatory rights
This policy does not limit cancellation, refund or other consumer rights that cannot be waived under applicable law.
Contact
Questions about these terms may be sent to support@getcarely.ca. Privacy requests may be sent to privacy@getcarely.ca.