CANCELLATION POLICY

         At Customer Support Workers (CSW), we understand that situations may arise where it becomes necessary to cancel or reschedule caregiving services. This Cancellation Policy outlines the guidelines for cancellations to ensure both the clients and our caregivers are treated fairly and that our services can be managed efficiently.

​

1. Cancellation by Client

Clients who wish to cancel or reschedule their scheduled service should provide notice according to the following timeframes:

• More than 24 hours' notice: Clients may cancel or reschedule services without penalty. If a cancellation occurs with more than 24 hours' notice, no charge will be incurred, and any pre-paid fees will be refunded in full.

• Less than 24 hours' notice: If a cancellation occurs with less than 24 hours' notice, clients will be charged a cancellation fee of 50% of the scheduled service cost. This fee is applied because our caregivers are scheduled in advance and last-minute cancellations disrupt our ability to allocate resources effectively.

• No-show or failure to provide access: If the client is not available to receive services at the scheduled time, or if our caregivers are unable to provide care due to the client's failure to be present or provide access, the full service fee will be charged, as the caregiver's time has already been allocated.

 

2. Cancellation by CSW

In the event that CSW must cancel or reschedule a scheduled service due to unforeseen circumstances (such as caregiver illness, emergencies, or other situations beyond our control), CSW will notify the client as soon as possible. In these situations:

• Emergency Cancellations: Clients will be given the option to reschedule the service or receive a full refund for the canceled service.

• Non-Emergency Cancellations: If the cancellation is not due to an emergency, CSW will work to reschedule the service at a mutually convenient time. If rescheduling is not possible, clients will receive a full refund.

 

3. Rescheduling

• Rescheduling by Client: Clients may reschedule services by providing at least 24 hours' notice. If the request is made with less than 24 hours' notice, a cancellation fee of 50% of the service cost will apply.

• Rescheduling by CSW: If CSW needs to reschedule the service, we will notify the client as soon as possible and work to find an alternative time that fits the client’s schedule.

 

4. Emergency Situations

In cases of emergency where the client or caregiver cannot fulfill their commitments, CSW will make every effort to accommodate rescheduling or offer assistance. If a client needs to cancel services due to a personal emergency, CSW will waive cancellation fees on a case-by-case basis. Clients should contact CSW immediately to discuss the situation.

​

5. Repeated Cancellations

Clients who frequently cancel or reschedule services with less than 24 hours' notice may be subject to additional charges, and CSW reserves the right to limit or discontinue service at its discretion if it becomes evident that the cancellation pattern is disruptive to business operations

​

6. Notification Process

Clients must notify CSW of cancellations or rescheduling requests through the following means:

• Email: cswteam.ca@gmail.com

• Phone: +647-894-0588

• Cancellations or rescheduling made through other channels may not be processed.​

 

This Cancellation Policy is designed to ensure that both CSW and our clients are treated with fairness and respect, while also safeguarding our business operations. Should you have any further questions or concerns regarding cancellations or need assistance with rescheduling, please do not hesitate to contact us.