Cancellation and refund policy

What this policy covers

We provide home care: visits by our carers to your home, invoiced weekly in advance. We don't sell or post goods, so there is no shipping or delivery. This policy explains how to cancel a visit or end your care, and how we refund or credit money you've paid for care you didn't receive. It sits alongside our terms and conditions, which set out the full detail.

Care provider: Helping at Home Ltd, company number 13491489.
Payments and refunds handled by: Helping at Home East Midlands Ltd, company number 17482600, our group company.
Both are registered in England at 65 London Road, Newark, NG24 1RZ.

Your 14-day cooling-off period

After you sign your care agreement, you have 14 days to change your mind for any reason. Tell us by phone, email or letter. We won't start your care during those 14 days unless you ask us to.

If you cancel within the 14 days, we refund everything you've paid within 14 days of you telling us. If you asked us to start care before the 14 days were up, we'll deduct the cost of the care already provided up to the point you told us.

Cancelling a single visit

• Give us at least 72 hours' notice and there is no charge for that visit.
• With less than 72 hours' notice, we charge the full cost of the visit.
• If the visit is cancelled because of an unplanned hospital admission, the 72-hour rule doesn't apply.

Pausing care for a hospital stay

If you're admitted to hospital and want to pause your care, give us 48 hours' notice. We don't charge for any visits after that point until your care restarts.

Ending your care

You can end your care at any time by giving us 7 days' written notice. We charge for care up to the end of the notice period and nothing after it.

If a client passes away, we waive all charges from the date of their passing.

If we can't provide a visit

If we cancel a visit, or can't provide it, you are not charged for it.

How refunds and credits work

Because we invoice a week in advance, you may already have paid for a visit that then isn't charged under this policy. When that happens:

• if your care is continuing, we credit the amount to your next invoice, unless you ask for a refund instead.
• if your care has ended, or you ask for a refund, we refund you within 30 days.
• if you've paid more than you owe, for example by paying an invoice twice, we refund the overpayment within 30 days of finding it or of you telling us.
• refunds go back to the account or card you paid from. Where a client has passed away, we refund the person or estate who paid.
• cooling-off refunds are always made within 14 days, as set out above.

Questions or disagreements

If you think you've been charged for something you shouldn't have been, ring us on 01636 646915 or email hello@helpingathome.co.uk. If we can't put it right, our complaints page explains what happens next. Nothing in this policy affects your legal rights as a consumer.