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Members may need to cancel bookings due to health or personal reasons, we have a policy to help you both navigate cancellations.
Like Family has a clear cancellation policy in place in order to ensure fairness and equity for Social Carers and Members.
If a Social Carer cancels a booking:
The Member will not be charged and the Social Carer will not receive payment.
If a Member cancels a booking prior to 24 hours before the booking:
The Member will not be charged and the Social Carer will not receive payment.
If a Member cancels a booking within 24 hours of the bookings start time:
The Member is charged for the booking and the Social Carer is eligible to receive payment**
As the Social Carer, if one of your regular Members cancels within 24 hours, you may elect to simply reschedule the booking, meaning the Member will not be charged and you will not be paid. This is at your discretion.
**Members will not be charged for last-minute cancellations if they occur as a result of an emergency or due to the need to take precautions against COVID-19 (including testing for COVID or returning a positive result). Social Carers will not receive payment for such cancellations.
What if I have created a booking request and the Member rejects the request within 24 hours?
When a booking request is made by a Social Carer, Members should accept them. This ensures that it can be verified that both parties have viewed and agreed to the booking that was created.
On occasion, Members do not accept booking requests prior to bookings taking place. They may then decide to reject the booking request instead of canceling it, sometimes within our 24-hour cancellation window.
This can cause disputes between Members and Social Carers in regard to whether the booking falls within the 24-hour cancellation window, thereby entitling the Social Carer to be paid for the late cancellation.
For this reason, all communication regarding the organisation of bookings should take place on platform. If a booking has been agreed to by a Member and Social Carer in writing, created, and then rejected, the Social Carer may be entitled to receive payment for the booking.
If you find yourself in the midst of such a dispute, please contact the Like Family team for assistance.