Understanding our refund policies and cancellation procedures
CarerNest is committed to fair and transparent refund policies. We understand that circumstances can change, and we strive to provide flexible solutions while protecting both care recipients and carers.
Balanced for all parties
3-5 business days
Protected transactions
Access your CarerNest account through the website or mobile app
Navigate to 'My Bookings' and locate the booking you want to cancel
Select the cancellation option and choose your reason
Review the refund amount and confirm your cancellation
Get email confirmation and refund processing details
• Call our support team: 1800 CARER (1800 227 377)
• Email: [email protected]
• Live chat through the website or app
Carer fails to arrive without prior notice or valid reason
Carer cancels the booking for non-emergency reasons
Legitimate safety issues that prevent care from proceeding
Sudden illness or medical emergency preventing care
Technical issues or errors in the booking system
Extreme weather conditions making travel unsafe
Simply deciding you no longer need care services
Small issues that don't affect the quality of care provided
Not getting along with carer (unless safety is involved)
Cancelling within the restricted timeframes without valid reason
Care services that have been completed as agreed
Minor delays due to traffic or public transport issues
Your refund request is automatically processed or reviewed by our team
Eligible refunds are approved within 24 hours (complex cases may take longer)
Refund is processed back to your original payment method
Funds appear in your account within 3-5 business days
Most common payment method, standard processing time
Fastest refund method for direct bank transfers
PayPal, Apple Pay, Google Pay processing times
Government funding requires additional processing time
• Weekends and public holidays may extend processing times
• International cards may take 7-10 business days
• You'll receive email confirmation when refund is processed
Carefully read the explanation provided for the denial
Collect any additional documentation or evidence to support your case
Contact our support team to request a review of the decision
If unsatisfied, request escalation to our senior support team
Contact us within 24 hours of the care session for quality concerns
We'll investigate the issue and may contact both parties for details
Partial refund, credit for future bookings, or full refund depending on severity
Additional training for carers or removal from platform if necessary
Fair Resolution: Our goal is to resolve all disputes fairly and quickly. We consider the perspectives of both care recipients and carers in our decisions.
Most disputes are resolved within 3-5 business days of receiving all necessary information.
1800 CARER (1800 227 377)
Mon-Fri: 8am-8pm, Sat-Sun: 9am-5pm
Available through website and mobile app
24/7 for urgent issues, business hours for general queries
Time Limits: Refund requests must be submitted within 48 hours of the care session for quality-related issues, or immediately for no-shows and safety concerns.
Documentation: Keep records of all communications and any evidence related to your refund request to support your case.
Fair Use: Frequent refund requests may be reviewed to ensure the platform is being used appropriately by all parties.
Emergency Situations: In genuine emergencies, contact us immediately. We understand that unexpected situations arise and will work with you to find a fair solution.