Cancellation Policy

Last updated: April 22, 2026

This policy explains when and how bookings on CareBridge can be cancelled, and what refund you can expect. This policy is part of our Terms of Service.

Contents
  1. Overview
  2. Refund Tiers
  3. Refund Processing
  4. Processing Fees
  5. Cancellation Reasons
  6. Caregiver Cancellations
  7. Platform-Initiated Cancellations
  8. Disputes
  9. Changes to This Policy
  10. Contact

1. Overview

Clients may cancel bookings at any time before the booking starts. The refund amount depends on the booking status and how much time remains before the scheduled start time.

Caregivers cannot cancel accepted bookings through the platform. If a caregiver is unable to fulfil an accepted booking due to an emergency, they must contact CareBridge support immediately.

2. Refund Tiers

Your refund depends on when you cancel relative to the booking start time:

Booking Status Timing Client Refund Caregiver Receives
Pending Caregiver hasn't accepted yet 100% Nothing (booking voided)
Accepted More than 24 hours before start 100% Nothing (booking voided)
Accepted 6 to 24 hours before start 50% 50% (partial compensation)
Accepted Less than 6 hours before start 0% 100% (full earnings)

Example: If you booked a caregiver for GH₵200 and cancel 12 hours before the start time, you will receive a refund of GH₵100 (50%), and the caregiver will receive GH₵100 as compensation for the committed time.

Bookings already in progress or completed cannot be cancelled. If you have an issue with an active or completed booking, please open a dispute through our support system.

3. Refund Processing

  • Refunds are processed through Paystack, the same payment provider used for the original transaction.
  • Refunds are returned to the original payment method (card, mobile money, or bank account).
  • Typical processing time is 3 to 10 business days, depending on your payment provider.
  • You will receive an in-app notification when your refund is initiated and when it is confirmed by Paystack.

4. Processing Fees

When you make a booking, Paystack charges a processing fee of 1.95% of the transaction amount. This fee is charged by Paystack at the time of payment.

  • On full and partial refunds, CareBridge absorbs the original Paystack processing fee as a platform cost. You receive back the full refund amount without any fee deductions.
  • Paystack does not charge an additional fee on refund transactions.

5. Cancellation Reasons

When cancelling a booking, you must select a reason:

  • Plans changed
  • Found another caregiver
  • Emergency
  • No longer needed
  • Other (requires written explanation)

Submitting false emergency claims or patterns of frequent cancellations may result in account review and potential suspension.

6. Caregiver Cancellations

  • Once a caregiver accepts a booking, they are committed to providing the service.
  • If a genuine emergency prevents the caregiver from attending (illness, family emergency, natural disaster), they must contact CareBridge support immediately.
  • CareBridge will assist the client in finding an alternative caregiver and process a full refund if no alternative is available.
  • A pattern of no-shows or last-minute cancellations by a caregiver may result in account suspension or removal from the platform.

7. Platform-Initiated Cancellations

CareBridge may cancel bookings in the following circumstances:

  • Caregiver verification failure (identity documents invalid or revoked)
  • Fraud detection on either party's account
  • Policy violations by either party
  • Force majeure events (natural disasters, government-imposed restrictions, public health emergencies)

In all platform-initiated cancellations, the client receives a full refund.

8. Disputes

If you disagree with a cancellation outcome or believe you were treated unfairly:

  1. Contact CareBridge support within 7 days of the booking end date.
  2. Provide any relevant evidence (screenshots, messages, photos).
  3. Our support team will review the dispute and issue a decision within 5 business days.
  4. The final decision will be communicated via email and in-app notification.

If you are unsatisfied with CareBridge's decision, you may pursue the matter through the courts as described in our Terms of Service.

9. Changes to This Policy

We may update this Cancellation Policy from time to time. Material changes will be communicated at least 30 days in advance via email and in-app notification. Changes apply to bookings made after the new effective date.

10. Contact

For questions about cancellations or refunds: