Cancellation Policy

True Hearts Compassionate Care
Cancellation & Service Change Policy

At True Hearts Compassionate Care, we understand that schedules and care needs can change unexpectedly. Our Cancellation & Service Change Policy is designed to balance flexibility for clients and families while ensuring fairness to our caregivers, whose schedules and travel arrangements are planned in advance to provide reliable, uninterrupted care.

1. Scheduled Care Services

Clients are encouraged to provide as much notice as possible when cancelling, rescheduling, or modifying scheduled care visits.

Standard Cancellation Notice
Cancellations made 24 hours or more before the scheduled visit will not incur a cancellation fee.
Cancellations made with less than 24 hours’ notice may be subject to a cancellation charge equivalent to:
50% of the scheduled visit cost, or
A minimum administrative fee determined by True Hearts Compassionate Care.

2. Same-Day Cancellations

Same-day cancellations significantly affect caregiver scheduling and operational planning.

Cancellations made on the same day as the scheduled visit may be billed at up to 100% of the scheduled service cost, particularly where:
the caregiver is already en route,
the caregiver has arrived at the client location,
or staffing resources were specifically reserved for the client.

3. No-Show Policy

A “No-Show” occurs when:

the caregiver arrives and cannot access the client,
the client is unavailable,
or care cannot proceed due to circumstances not communicated in advance.

In such cases:

the full scheduled service fee may apply.

4. Emergency Exceptions

We understand that emergencies occur. Cancellation fees may be waived at the discretion of True Hearts Compassionate Care in situations involving:

medical emergencies,
hospitalization,
severe weather conditions,
or other unforeseen urgent circumstances.

Supporting information may be requested where appropriate.

5. Changes to Recurring Care Schedules

Clients receiving recurring or ongoing care services are asked to provide:

at least 48 hours’ notice for permanent schedule changes,
and preferably 72 hours’ notice for temporary service suspensions.

This helps ensure continuity of care and stable caregiver scheduling.

6. Caregiver Cancellations

If True Hearts Compassionate Care must cancel or reschedule a visit due to illness, weather, or operational issues:

clients will be notified as soon as possible,
and every reasonable effort will be made to arrange alternate coverage or rescheduling.

7. Hospitalization or Extended Service Pause

Clients admitted to hospital or temporarily discontinuing care are encouraged to notify us promptly so that services can be adjusted accordingly.

Long-term schedule holds may require reassessment of caregiver availability upon service resumption.

8. Refunds and Billing Adjustments

Approved refunds or billing adjustments, where applicable, will typically be processed within:

5–10 business days.

9. Policy Acknowledgement

By booking or receiving services from True Hearts Compassionate Care, clients acknowledge and accept the terms outlined in this Cancellation & Service Change Policy.