Understanding our cancellation terms, timeframes, and procedures
CarerNest understands that circumstances can change, and sometimes you may need to cancel or modify your care bookings. Our cancellation policy is designed to be fair to both clients and carers while ensuring quality care services.
Free cancellation
No fees or penalties
50% cancellation fee
Partial compensation to carer
100% cancellation fee
Full session charge
Free cancellation with full refund
50% cancellation fee applies
This fee compensates the carer for their reserved time and helps maintain the quality of our service by encouraging advance planning.
100% cancellation fee (full session cost)
Last-minute cancellations prevent carers from accepting other bookings and result in lost income. The full fee ensures fair compensation.
We understand that genuine emergencies can occur. In certain circumstances, we may waive or reduce cancellation fees at our discretion.
Recurring care arrangements have different cancellation terms to account for the ongoing commitment between clients and carers.
Use the CarerNest website or mobile app for instant cancellation.
Call our support team for assistance with cancellation.
Your carer can help process the cancellation through their app.
Send an email for non-urgent cancellations (processed within 2 hours).
Session Cost: $80.00
Platform Fee: $4.00
Total Paid: $84.00
Refund: $84.00 (100%)
Session Cost: $80.00
Platform Fee: $4.00
Total Paid: $84.00
Cancellation Fee: -$40.00 (50%)
Refund: $44.00 (52%)
Session Cost: $80.00
Platform Fee: $4.00
Total Paid: $84.00
Cancellation Fee: -$84.00 (100%)
Refund: $0.00 (0%)
Plan Ahead: To avoid cancellation fees, try to provide as much notice as possible when you need to cancel or reschedule.
Emergency Documentation: Keep important documents (medical records, emergency contacts) easily accessible in case you need to provide emergency cancellation documentation.
Communication: Always communicate directly with your carer when possible. They understand your situation and may be able to help find solutions.
Recurring Care: If you have recurring care arrangements, consider the impact on your carer's schedule and income when making changes.
Alternative Options: Before cancelling, consider if rescheduling to another time might work better for both you and your carer.