Once a booking request has been submitted, families may cancel up to 48 hours before the scheduled start time with no penalty.

• Within 48 hours: 50% of the booking amount will be charged (transaction/admin fees are non-refundable).
• Within 24 hours: 100% of the booking amount will be charged (transaction/admin fees are non-refundable).
• When a booking is canceled, care providers receive 75% of the net booking amount as compensation for lost time. The remaining 25% is retained as an administrative fee.

If a booking is submitted and accepted within 24 hours of the start time and must be canceled, contact support for assistance.

Yes! Families can make changes to a confirmed booking up to 48 hours before the start time.

How to modify:

1. Go to "My Bookings" in the app
2. Select the booking you want to update
3. Add additional hours or change the start/end time
4. Submit the request — the care provider will need to approve it

💡 Note: Families can request to change the date, start time, or add additional hours. Reducing hours is not supported.

Within 48 hours of the start time:

• Modifications are not allowed
• You’ll need to cancel and rebook
• Cancellation fees may apply depending on how close to the start time you cancel

You may cancel your subscription at any time.

Access to Care On the Way benefits will continue until the end of your billing cycle.
Refunds are not provided for unused portions of a subscription.

How to cancel:

1. Go to the Subscriptions tab in the menu
2. Click the Cancel button
3. You’ll receive a confirmation once the cancellation is complete

Families are expected to manage their bookings responsibly. Repeated last-minute cancellations or no-shows may impact how care providers perceive reliability and affect future interest from care providers. To ensure a reliable experience, families should make every effort to honor their confirmed bookings.

If a family encounters an issue with a booking, such as a no-show or service concern, they should report it to Care On the Way’s support team. While Care On the Way does not mediate disputes, we can assist in documenting concerns and providing guidance as needed.

Care On the Way is a marketplace platform that facilitates connections between families and care providers. Care On the Way does not employ, manage, or oversee care providers and is not responsible for cancellations made by care providers or booking disputes.