Refunds & Adjustments
At The Good Neighbour Community Care & Companionship (“The Good Neighbour”), we are committed to fair, clear and transparent billing practices. This policy explains when a refund, account credit or billing adjustment may be available.
Completed Services
Services that have already been provided are generally non-refundable.
If you have concerns about the quality of a service, please contact us so we can review the situation. Depending on the circumstances, an appropriate resolution may include corrective action, a service adjustment, an account credit or another reasonable remedy.
Dissatisfaction with a completed service does not automatically qualify for a cash refund.
Monthly Packages and Prepaid Services
Monthly package rates are discounted based on a commitment to a specific number of service hours each month. They are not pay-as-you-use arrangements.
Unused monthly package hours are not automatically refundable when:
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The client chooses not to schedule all available hours;
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Scheduled services are cancelled after the required cancellation period;
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The client voluntarily reduces or ends the package after the package period has started; or
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Caregiver time has already been reserved.
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Where a refund is approved after a package has started, services already provided may be recalculated at the regular hourly rate before the refundable balance is determined.
The rules for scheduling, cancelling and using package hours will also be outlined in the Client Service Agreement.
When a Refund or Credit May Be Available
A refund, account credit or billing adjustment may be considered when:
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A duplicate payment or overpayment was made;
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An incorrect amount was charged;
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A confirmed billing or administrative error occurred;
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The Good Neighbour cancelled a prepaid service and could not provide an acceptable replacement caregiver or rescheduled visit;
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A payment was not authorized by the client or the client’s authorized representative;
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The Good Neighbour could not provide prepaid services for reasons within our control;
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A refund is required under the Client Service Agreement or applicable law; or
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Management determines that exceptional circumstances justify a refund or credit.
All requests are reviewed individually. Refunds are not automatic.
Cancellations
Client-requested cancellations are governed by our Cancellation Policy and Client Service Agreement.
A cancellation does not automatically cancel an invoice or create a right to a refund. Late cancellation, no-show, caregiver wait-time and other properly applied charges are generally non-refundable.
When The Good Neighbour cancels a scheduled visit, we will make reasonable efforts to arrange a replacement caregiver or reschedule the service. When neither option is reasonably available or acceptable, a credit or refund may be provided for the affected prepaid service.
Billing Errors
Please review invoices and payment confirmations carefully.
Suspected billing errors should be reported as soon as possible, preferably within 30 calendar days of the invoice or payment date. Confirmed billing errors will be corrected as promptly as reasonably possible.
How to Request a Refund or Billing Review
Refund and billing review requests must be submitted by email to:
Please include:
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The client’s full name;
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The invoice number, if available;
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The payment date and amount;
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The service date or charge being questioned;
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The reason for the request; and
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Any supporting information that may help us review the matter.
We aim to acknowledge complete requests within two business days and provide a decision within 10 business days. More complex matters may require additional review.
Submitting a request does not guarantee that a refund or credit will be approved.
Approved Refunds
Approved refunds will normally be returned using the original payment method whenever possible.
Processing times may vary depending on the bank or payment provider. Cash refunds are not normally available.
Before issuing a refund, The Good Neighbour may apply the approved amount toward any undisputed and lawfully payable balance on the client’s account. An itemized explanation will be provided when deductions are made.
Account Credits
An account credit may be offered when:
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A service is being rescheduled;
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The client agrees to receive a credit instead of a refund;
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A billing correction is required; or
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Management determines that a goodwill credit is an appropriate resolution.
Credits will be recorded on the client’s account and applied to an eligible current or future invoice. Credits are not transferable to another person unless approved in writing by Management.
Payment Disputes
Clients are encouraged to contact The Good Neighbour before initiating a payment dispute or chargeback. This allows us an opportunity to review the concern and correct any confirmed error.
A chargeback does not automatically cancel a valid service charge, cancellation fee or outstanding balance.
Questions
Questions about a payment, invoice, refund or account credit may be directed to:
This webpage provides a general summary of our refund practices. The signed Client Service Agreement, applicable policies and Ontario law will govern where additional or different requirements apply.