Refund & Cancellation Policy

1. Overview

This policy explains when Families and Caregivers can cancel bookings or subscriptions, when refunds are available, and how disputes are handled. It applies alongside our Terms of Service.

2. Family cancellations

Families can cancel a confirmed booking through the Platform:

• More than 24 hours before the booking start time — full refund of the caregiver rate and YolanCare service fee.
• Less than 24 hours before the booking start time — 50% of the caregiver rate is refunded; the remaining 50% is paid to the Caregiver as a late-cancellation fee, and the YolanCare service fee is non-refundable.
• After the booking has started — no refund is available for hours already scheduled unless we determine, after review, that the Caregiver did not provide the agreed service.

3. Caregiver cancellations

If a Caregiver cancels a confirmed booking, the Family receives a full refund of the caregiver rate and YolanCare service fee. Repeated or last-minute Caregiver cancellations may result in reduced search visibility, warnings, or removal from the Platform.

4. No-shows

If a Caregiver does not arrive and does not communicate a reason within 30 minutes of the booking start time, the Family may report a no-show through the Platform and will receive a full refund of the caregiver rate and YolanCare service fee. If a Family is not available at the booking location and does not respond, the booking may be treated as a Family late-cancellation.

5. Service issues and disputes

If a Family is dissatisfied with the care received, they can raise a dispute through the Platform within 72 hours of the booking end time. YolanCare will review the messages, booking history, and any evidence submitted, and may issue a full or partial refund at its reasonable discretion. YolanCare is not a party to the care relationship between Families and Caregivers and is not liable for the quality of care provided.

6. Caregiver subscription

Caregivers can cancel their $19.99/month subscription at any time from account settings. Cancellation stops the next billing cycle; subscription fees already paid are non-refundable except where required by law. The 14-day free trial can be cancelled at any time during the trial with no charge.

7. Booking fee

The 5% booking fee charged to Caregivers is only applied to completed bookings. If a booking is fully refunded to the Family under this policy, the booking fee is not charged.

8. How refunds are processed

Refunds are issued to the original payment method through our payment processor Stripe. Most refunds appear within 5–10 business days, depending on your bank or card issuer. Refunds are made in Canadian dollars; foreign-exchange differences between the original charge and the refund are the responsibility of your card issuer.

9. Consumer rights

Nothing in this policy limits rights you may have under Canadian consumer-protection legislation, including the Ontario Consumer Protection Act. If you believe you are entitled to a refund beyond what this policy provides, contact support@yolancare.ca before disputing the charge with your card issuer.

10. Contact

Cancellation, refund, or billing questions can be sent to support@yolancare.ca.