Cancellation and Refund Policy

Effective Date: 12/05/2023

SuBon Home Care provides non-medical home care services. Because we do not sell physical products through this website, merchandise returns do not apply. This policy explains how service cancellations, missed visits, billing concerns, and refunds are handled.

Service Cancellations

Clients or their authorized representatives should notify SuBon Home Care at least 24 hours before a scheduled visit if care is no longer needed or the schedule must be changed.

Cancellations made with less than 24 hours’ notice may be subject to a cancellation fee, as explained in the client service agreement. Exceptions may be considered for emergencies, hospitalizations, severe weather, or other circumstances beyond the client’s control.

Missed Visits

A scheduled visit may be treated as a late cancellation if a caregiver arrives at the agreed location but cannot enter the home, cannot contact the client or authorized representative, or is informed that care is no longer needed.

The client may be charged for part or all of the scheduled visit according to the signed service agreement.

Cancellations by SuBon Home Care

If SuBon Home Care must cancel a visit and cannot provide a suitable replacement caregiver, the client will not be charged for services that were not provided. Any payment already collected for the canceled visit will be credited to the client’s account or refunded.

Refunds

Fees for home care services that have already been provided are generally nonrefundable.

If a client has paid in advance, any eligible balance for services that were not provided will be refunded after outstanding charges, cancellation fees, or other amounts due under the service agreement have been deducted.

Approved refunds will be returned to the original payment method whenever possible. Processing times may vary depending on the bank or payment provider.

Ending Services

Clients may end services by providing the notice required in their service agreement. Any outstanding balance for completed visits, late cancellations, or other authorized charges will remain due.

If this website policy differs from a signed client service agreement, the terms of the signed agreement will control unless applicable law requires otherwise.

Billing Questions and Refund Requests

All billing questions, payment concerns, disputed charges, and refund requests must be sent by email to:

billing@subonhomecare.com

Please include the client’s name, the date of the scheduled or completed service, the invoice number if available, and a brief explanation of the issue.

For privacy and security, do not include Social Security numbers, complete bank account numbers, payment card details, medical records, or other sensitive personal information in your email.

SuBon Home Care will review the request and respond as promptly as reasonably possible.