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Billing & Invoices

Understanding your bills, downloading invoices, and managing payment history

How Billing Works

1

Booking Authorization

When you book care, we authorize the estimated amount on your payment method. This is not a charge, just a temporary hold.

2

Care Completion

After your care visit is completed, the actual amount is calculated based on the time spent and services provided.

3

Payment Processing

The final amount is charged to your payment method within 2 hours of care completion.

4

Invoice Generation

An invoice is automatically generated and sent to your email within 24 hours.

Understanding Your Invoice

Invoice Components

Header Information

  • • Invoice number (unique identifier)
  • • Invoice date and due date
  • • Your billing address
  • • CarerNest company details

Service Details

  • • Carer name and ID
  • • Service date and time
  • • Duration of care provided
  • • Type of care services

Cost Breakdown

  • • Hourly rate × Hours worked
  • • Platform fee (15% of carer rate)
  • • Any additional charges
  • • VAT (if applicable)
  • • Total amount charged

Payment Information

  • • Payment method used (last 4 digits)
  • • Transaction ID
  • • Payment date and time
  • • Payment status

Accessing Your Invoices

Online Dashboard

  • • Log into your CarerNest account
  • • Go to "Billing" or "Payment History"
  • • View all invoices in chronological order
  • • Filter by date, amount, or carer
  • • Click any invoice to view details

Email Delivery

  • • Invoices sent to your registered email
  • • Usually within 24 hours of payment
  • • Check spam/junk folder if not received
  • • Add [email protected] to contacts
  • • Request resend if needed

Downloading & Printing Invoices

Download Options

  • PDF format (recommended)
  • CSV for expense tracking
  • Bulk download for multiple invoices
  • Annual summary reports

Printing Tips

  • Use PDF for best print quality
  • Print in portrait orientation
  • Include headers and footers
  • Save paper with duplex printing

How to Download:

  1. Go to your billing dashboard
  2. Find the invoice you want to download
  3. Click the "Download" or "PDF" button
  4. Choose your preferred format
  5. Save to your device or cloud storage

Payment History

Viewing Your Payment History

Available Information:

  • • All completed payments
  • • Payment dates and amounts
  • • Carer and service details
  • • Payment method used
  • • Transaction status
  • • Refunds and adjustments

Search & Filter Options:

  • • Filter by date range
  • • Search by carer name
  • • Filter by payment amount
  • • Sort by newest/oldest
  • • Filter by payment status
  • • Export filtered results

Payment Status Meanings:

Completed: Payment successful
Pending: Processing payment
Failed: Payment unsuccessful
Refunded: Amount returned

Billing Disputes

If You Notice an Error

Common Billing Issues:

  • • Incorrect time duration charged
  • • Wrong hourly rate applied
  • • Duplicate charges
  • • Services not received
  • • Unauthorized charges

How to Dispute a Charge:

  1. Contact our billing support team within 30 days
  2. Provide your invoice number and details of the issue
  3. Include any supporting documentation
  4. We'll investigate and respond within 5 business days
  5. If valid, we'll process a refund or adjustment

Contact Information:

  • • Email: [email protected]
  • • Phone: +44 74 53 54 1117
  • • Live chat: Available 24/7
  • • Response time: Within 24 hours

Tax Information

VAT Information

  • • Care services are VAT-exempt in the UK
  • • Platform fees may include VAT
  • • VAT number shown on invoices when applicable
  • • Different rates may apply for business customers

Tax Deductions

  • • Care expenses may be tax-deductible
  • • Consult with a tax professional
  • • Keep all invoices for tax records
  • • Annual summaries available for tax filing

Disclaimer: This information is for general guidance only. Please consult with a qualified tax advisor for advice specific to your situation.

Billing Preferences

Customize Your Billing Experience

Email Preferences:

  • • Choose invoice delivery email
  • • Set billing notification preferences
  • • Enable/disable payment confirmations
  • • Subscribe to billing updates

Invoice Format:

  • • Detailed vs. summary invoices
  • • Include/exclude carer photos
  • • Add custom reference numbers
  • • Set preferred currency display

Related Articles

Payment Methods

Manage your payment options

Refunds & Cancellations

How to request refunds

Platform Fees

Understanding our pricing