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SunBorn Homecare Service Refund & Cancellation Policy

Effective Date: 05/19/2026
Business Name: SunBorn Homecare Service
Service Type: Non-medical homecare services

1. Purpose

This Refund & Cancellation Policy explains how SunBorn Homecare Service handles payments, cancellations, deposits, unused care hours, prepaid packages, billing adjustments, and refund requests.

SunBorn Homecare Service is committed to fair, transparent billing while protecting caregiver time, scheduling availability, and business operations.

2. Non-Refundable Completed Services

Payments for services already provided are non-refundable.

This includes completed:

  • Companion care visits

  • Personal care support visits

  • Home support services

  • Transportation and errands

  • Respite care

  • Care coordination services

  • Medication reminder support

  • Overnight or weekend care

Once a caregiver has arrived, completed a scheduled shift, or provided the agreed service, that service is considered delivered.

3. Cancellations With Proper Notice

Clients may cancel a scheduled visit by providing at least:

24 hours’ notice

If the client cancels with proper notice, SunBorn may:

  • Reschedule the visit

  • Credit the unused time toward a future visit

  • Refund eligible prepaid unused time, if applicable

4. Late Cancellations

If a client cancels with less than 24 hours’ notice, SunBorn may charge a late cancellation fee.

Recommended policy:

Late cancellations may be charged for the first scheduled hour of care or up to 50% of the scheduled visit, depending on the service type and caregiver assignment.

This protects the caregiver’s scheduled time.

5. Same-Day Cancellations After Caregiver Arrival

If the caregiver arrives at the client’s location and the client cancels, refuses service, is unavailable, or does not answer, SunBorn may charge:

Minimum 1 hour of service

or

The minimum visit fee listed in the client’s service agreement

This fee is non-refundable.

6. Prepaid Care Packages

For prepaid care packages, unused hours may be handled in one of three ways:

  • Applied as a credit toward future care

  • Rescheduled within the same billing period

  • Refunded if the service agreement allows it

Refunds only apply to unused and unexpired prepaid hours.

Completed hours are not refundable.

7. Monthly or Weekly Plans

For recurring plans, clients may cancel future billing according to the cancellation terms in their service agreement.

Recommended policy:

Clients must cancel at least 7 days before the next billing date to avoid being charged for the next billing cycle.

If a plan has already renewed, SunBorn may provide service credit for unused eligible hours, unless a refund is approved by management.

8. Deposits

A deposit may be required before services begin.

Recommended deposit policy:

Deposits are applied toward the client’s first invoice or first scheduled services. Deposits are refundable only if services are cancelled at least 24 hours before the first scheduled visit.

Deposits may become non-refundable if:

  • A caregiver has already been scheduled

  • The client cancels late

  • The client does not show or is unavailable

  • SunBorn has already completed intake, scheduling, or administrative setup

9. Overpayments and Billing Errors

SunBorn will review and correct verified billing errors.

Refunds may be issued for:

  • Duplicate payments

  • Overpayments

  • Incorrect charges

  • Services billed but not provided

  • Approved billing adjustments

Clients should report billing concerns within:

7 days of receiving the invoice or statement

10. Refund Processing Time

Approved refunds will be processed within:

7–10 business days

Refund timing may depend on the client’s bank, card processor, or payment platform.

11. No Refunds for Client Refusal or Incomplete Visit Caused by Client

SunBorn is not required to issue a refund when services cannot be completed because:

  • The client refused service

  • The client was not home

  • The caregiver could not safely enter the home

  • Required access instructions were not provided

  • The client ended the visit early

  • Unsafe conditions prevented service

SunBorn may review these situations case by case.

12. Emergency or Medical Situations

SunBorn Homecare Service provides non-medical homecare only.

If a visit is interrupted due to a medical emergency, safety concern, hospitalization, or emergency services involvement, SunBorn may review the situation and determine whether a credit, reschedule, partial refund, or no refund applies.

For emergencies, call 911.

13. Service Dissatisfaction

If a client is dissatisfied with service, they should contact SunBorn as soon as possible.

SunBorn may offer one or more of the following:

  • Service review

  • Caregiver reassignment

  • Care plan adjustment

  • Service credit

  • Partial refund, if approved

  • Corrective action

Refunds for dissatisfaction are not automatic and are reviewed case by case.

14. How to Request a Refund

Refund requests must be submitted by email or written message.

Client should include:

  • Client name

  • Date of service

  • Amount paid

  • Reason for refund request

  • Any supporting details

Send refund requests to:

billing@sunborncare.com
or
support@sunborncare.com

15. Final Decision

All refunds, credits, and billing adjustments are subject to review and approval by SunBorn Homecare Service management.

SunBorn reserves the right to deny refund requests that do not meet this policy or the signed service agreement.

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