When plans change.

Before confirmation: Close an unconfirmed request at no charge. A response is not a confirmed booking.

24 hours or more before a confirmed visit: Cancel without sitter cancellation compensation or the $45 service fee. Any related authorisation is released. A separately purchased membership follows the membership rules below.

Less than 24 hours before a confirmed visit: The family owes compensation equal to four hours at the sitter’s agreed rate, capped at the originally booked sitter pay, plus applicable taxes if any. The platform does not charge the $45 completed-booking fee for a cancelled visit. The exact late-cancellation amount and cutoff are displayed at confirmation. The compensation is payable to the sitter, not additional platform revenue.

Family unavailable at arrival: Sitter attempts contact and waits up to 30 minutes in a safe place; support records the incident. If care cannot start, treat as late cancellation. Do not charge both late-cancellation compensation and a completed visit.

Sitter cancels or does not attend: No $45 fee or sitter cancellation charge is owed by the family. We try to help find another sitter, but cannot guarantee one. A replacement requires your acceptance. Release or refund the unprovided visit charges. If the sitter is late, charge only the agreed adjusted visit; do not penalise the family for the sitter’s lost time.

You finish early: The confirmed reserved hours remain payable unless both parties agree to an adjustment. The four-hour minimum remains, except where service failure or applicable law requires a different result.

You extend: The sitter must agree. Confirm extra time and pay before extending. No second booking fee for the same continuous visit.

Membership cancellation: Cancel renewal in Account → Membership. Access lasts until the displayed expiry. We send confirmation. There is no cancellation fee. Do not require a phone call to cancel.

Initial membership trial refund: Proposed customer-friendly policy: within seven calendar days of first purchase, you may request a full membership refund if no visit has been completed and you cancel pending visits subject to their disclosed cancellation terms. This is an additional commercial policy and does not limit statutory rights.

No completed care in a paid month: If an eligible request submitted at least 48 hours ahead cannot be fulfilled by us, or a sitter cancels without replacement, and no visit has been completed in that billing period, you may request a refund of that period’s membership and termination of remaining access. Declining suitable responses for a change of plans is handled under the initial refund policy or case review, not an automatic availability guarantee.

Renewal charged after cancellation or billing error: Contact support with the confirmation reference. We correct verified errors. Other unused membership periods are not automatically refundable, subject to the policies above and applicable law.

Processing: Approved refunds are returned to the original payment method. We initiate approved refunds within five business days; your bank’s posting time may be longer. Charges under genuine dispute are investigated; reporting a problem does not waive your rights.

All deadlines use the booking’s Toronto local time. The account shows the exact cancellation deadline and financial consequence before cancellation is submitted.