REFUND POLICY

            At Customer Support Workers (CSW), we strive to provide exceptional caregiving services to meet the needs of our clients. We understand that circumstances can change, and we aim to be fair and transparent in handling requests for refunds. This Refund Policy outlines the conditions under which refunds may be issued.

​

1. Eligibility for Refunds

Refunds may be issued in the following cases:

• Cancellations by Client: If a client needs to cancel a scheduled service, a refund may be issued based on the timing of the cancellation. The following guidelines apply:

  • 24-48 hours or more notice: Clients may receive a full refund.

  • Less than 24 hours notice: No refund will be issued, as our caregivers are scheduled in advance, and last-minute cancellations may cause financial hardship for both CSW and our caregivers.

• Unsatisfactory Service: If a client is not satisfied with the caregiving service provided, they may request a refund or partial refund. Requests must be made within 24 hours of the service. CSW will assess the situation and, if the dissatisfaction is due to a failure in service delivery (e.g., late arrival, inadequate care), a refund or credit for future services may be provided. Refunds will be issued at CSW's discretion after evaluating the nature of the complaint.

• Emergency Situations: In case of emergencies, where a service cannot be provided as scheduled (e.g., caregiver illness, accidents, or unforeseen events), CSW will make every effort to notify clients promptly. If we are unable to provide the service on the scheduled date, a full refund will be issued.

• Overpayment or Billing Errors: If a client has been overcharged due to billing errors, a refund will be issued for the overpayment upon request. Clients must notify CSW within 7 days of the billing date for any such discrepancies.

 

2. Refund Process

• Clients seeking a refund should contact CSW by email at cswteam.ca@gmail.com, providing details of the service, reason for the refund request, and supporting documentation if applicable.

• Refund requests will be reviewed by CSW, and a decision will be made within 5 business days.

• If approved, refunds will be processed to the original payment method and may take up to 7-10 business days to reflect in the client’s account, depending on the payment provider.

 

3. Non-Refundable Situations

Refunds will not be issued under the following circumstances:

• Non-compliance with Terms: If the client has violated CSW’s Terms of Service, including but not limited to providing false information, harassment, or other prohibited behaviors.

• Late Arrival or Absences by the Client: If a caregiver arrives on time and is unable to provide services due to the client’s failure to be present or ready for care.

• Routine Service Modifications: Clients can reschedule services, but changes requested within a short time frame (less than 24 hours) may not qualify for a refund.

 

4. Dispute Resolution

If there is a dispute regarding a refund request, the matter will be reviewed by CSW's management team, and a resolution will be provided within 10 business days. Should a client be dissatisfied with the resolution, they may contact CSW’s support team to escalate the matter.

​

This Refund Policy is designed to ensure both clients and CSW are treated fairly. If you have any further questions or need assistance, please do not hesitate to contact us at cswteam.ca@gmail.com. We appreciate your trust in our services and strive to ensure a positive experience for all our clients.