CareSnap Cancellation & Rescheduling Policy

Effective date: September 1, 2026

Plans change. We understand.

At CareSnap, we want booking home care to be simple and flexible. We also respect the time caregivers reserve for you and your family. Our cancellation policy balances both—with clear fees, a short grace period after confirmation, and flexibility for emergencies.

This policy applies to private-pay Home Care On Demand visits booked through CareSnap.

1. Free cancellation and your booking grace period

You can cancel your visit at no charge before CareSnap confirms your booking or at least 24 hours before the scheduled start time.

A booking is confirmed when a caregiver has accepted your visit and CareSnap sends you a booking confirmation. A message stating that your request has been received is not a booking confirmation.

You also receive a 10-minute free-cancellation grace period after your initial booking confirmation, including for same-day bookings. The grace period ends sooner if care begins.

2. Cancellation fees

After the grace period, the following fees apply to confirmed visits:

When you cancelCancellation fee24 hours or more before the scheduled startNo chargeAt least 4 hours but less than 24 hours before the scheduled startOne hour at your booked hourly care rateLess than 4 hours before the scheduled startTwo hours at your booked hourly care rateYour caregiver arrives as agreed, but you are unavailable or cannot provide accessTwo hours at your booked hourly care rate, following review by CareSnap support

Your booked hourly care rate is the hourly rate confirmed for that visit, after applicable discounts. Cancellation fees do not include tips, mileage, or unused additional services.

For example, if your confirmed hourly rate is $26, a one-hour cancellation fee is $26, and a two-hour cancellation fee is $52.

Only one cancellation or no-access fee applies to a canceled visit. We do not add these fees together or charge the three-hour visit minimum on top of a cancellation fee.

All cancellation deadlines are measured from the confirmed scheduled start time, using the time zone of the care location—not from when your caregiver begins traveling.

3. How to cancel

Cancel through your CareSnap account or contact CareSnap support using the contact options on our website or in the app.

Your cancellation time is based on when you submit the cancellation or notify CareSnap support—not when our team finishes processing it. Please cancel through CareSnap rather than only notifying your caregiver so we can update your booking and payment correctly.

When canceling through your account, you will see any applicable fee before completing the cancellation. CareSnap will provide confirmation of your cancellation and any related charge or refund.

4. Rescheduling your visit

You may request a different date or time through CareSnap. Changes are subject to caregiver availability.

Rescheduling a confirmed visit less than 24 hours before its original start time generally follows the same fee schedule as a cancellation because the original time was reserved for you.

We will waive the rescheduling fee when the same caregiver can accommodate the change without losing reserved earnings. Otherwise, we will explain any applicable fee before you confirm the change.

Moving an existing visit does not restart its original 10-minute confirmation grace period. We will not charge both a rescheduling fee and a cancellation fee for the same original reserved time.

5. Emergencies and courtesy waivers

We understand that unexpected events can affect your care plans.

CareSnap will waive cancellation fees for approved emergencies, including an unexpected hospitalization, a serious medical emergency affecting the care recipient, a death affecting the booking, a required evacuation, or conditions CareSnap determines make travel or care unsafe.

Please contact us as soon as reasonably possible so we can review the circumstances and help with your booking. We understand that an emergency may prevent advance notice.

First-time courtesy waiver: We also offer one courtesy waiver per household for a first late cancellation. Contact CareSnap support to request it. Approved emergency waivers are separate and do not count against this courtesy waiver.

6. When your caregiver cannot access the visit

Please make sure the care recipient or an authorized person is available at the confirmed address and that any necessary entry instructions are provided before the visit.

If your caregiver arrives within the agreed arrival window but cannot reach you or enter the location, we will attempt to contact you and allow a reasonable opportunity to provide access before applying a no-access fee.

CareSnap support will review the circumstances before assessing the fee. Approved emergency exceptions still apply. An early arrival outside the agreed arrival window does not, by itself, justify a no-access fee.

7. If CareSnap cannot fulfill your visit

You will not be charged a cancellation fee when CareSnap cannot provide your confirmed visit within the agreed arrival window.

We will contact you about available alternatives. You may accept an available replacement or revised time, or cancel the affected visit without a fee. You do not have to accept a replacement caregiver or a materially different time to avoid a cancellation charge.

Any payment for care that will not be provided will be refunded. Any unused payment authorization will be released.

Please contact CareSnap support promptly if your caregiver has not arrived, the visit ends because of a CareSnap service issue, or you have a safety concern.

8. Ending a visit early

Once care begins, charges are based on care provided, subject to the three-hour minimum disclosed when you book.

If you choose to end a visit early, we will not add a separate cancellation fee to the visit charge. For example, if you end a visit after two hours, the three-hour minimum ordinarily applies. If you end a six-hour booking after four hours, you are charged for four hours—not the full six-hour booking plus a cancellation fee.

If an approved emergency or a CareSnap service issue causes the visit to end early, we will review and adjust the charge as appropriate, including waiving the unused portion of the minimum when applicable.

9. Recurring visits and prepaid bookings

This policy applies to each confirmed visit individually, including visits in a recurring schedule or care package.

You may cancel an individual visit or end a recurring schedule. Please specify whether you are canceling one visit or all remaining visits.

Ending a recurring schedule does not automatically create a charge for an entire week or month. Only affected confirmed visits within the cancellation window may incur a fee.

Canceling a visit does not automatically cancel other scheduled visits or any separate membership subscription. Membership renewal, prepaid balances, and promotional credits are governed by their separately disclosed terms.

10. Payments, refunds, and fee reviews

When you accept this policy during booking, you authorize CareSnap to charge any applicable cancellation fee to the payment method authorized for that booking.

If you have already paid for a canceled visit, we will return the amount paid for that visit, less any applicable cancellation fee, to the original payment method. If there is only a temporary payment authorization, we will charge only the applicable fee and request release of the unused authorization.

Your receipt or cancellation confirmation will show the adjustment.

If you believe a fee was charged incorrectly or an emergency exception applies, contact CareSnap support. We will review the booking details and explain or correct the charge.

Questions? We’re here to help.

Contact CareSnap through the support options on our website or in the app for help with a cancellation, schedule change, emergency waiver, or billing question.

Thank you for helping us respect your caregiver’s time while keeping care flexible for you and your family.