1. Definitions
For the purposes of this Policy: "Platform" means the Assured Hearts website, applications, and related services. "User" means any individual or entity that accesses or uses the Platform. "Family" means a User who books or seeks childcare services through the Platform. "Caregiver" means a User who offers or provides childcare services through the Platform. "Care Services" means childcare services arranged between a Family and a Caregiver. "Booking" means a confirmed childcare service arrangement accepted by a Caregiver and paid for through the Platform.
2. Platform Role
Assured Hearts is an online marketplace that facilitates bookings and payments between Families and independent Caregivers. Assured Hearts does not provide childcare services and is not the Caregiver.
3. Booking Confirmation
A booking is confirmed once a Caregiver accepts the request and payment is successfully processed through the Platform.
4. Family Cancellations
Families may cancel a booking through the Platform.
- 24 hours or more before the scheduled start time: 100% of the Caregiver service fee subtotal is refunded.
- 12 hours or more but less than 24 hours before the scheduled start time: 50% of the Caregiver service fee subtotal is refunded.
- Less than 12 hours before the scheduled start time: no refund of the Caregiver service fee subtotal is issued.
For all Family-initiated cancellations, Platform service fees and applicable tax charged on those Platform service fees are non-refundable. Cancellation timing is measured from the time the cancellation is submitted through the Platform to the Booking's scheduled start time. A cancellation submitted exactly 24 hours before the scheduled start time qualifies for the 100% Caregiver service fee refund, and a cancellation submitted exactly 12 hours before the scheduled start time qualifies for the 50% Caregiver service fee refund.
5. No-Shows
If a Family fails to attend or is unavailable at the scheduled start time without cancelling, the booking is treated as a Family no-show and no refund will be issued.
If a Caregiver does not attend, the Family may submit a no-show report through the Platform beginning five minutes after the scheduled start time. Assured Hearts will manually review the report and relevant booking information. If the Caregiver no-show is confirmed, the Family will receive a full refund, including Platform service fees and applicable tax, and the Caregiver will not receive a payout for the Booking.
6. Caregiver Cancellations
If a Caregiver cancels a confirmed booking, the Family will receive a full refund, including Platform service fees and applicable tax. Repeated cancellations may result in reduced visibility, loss of vetted status, or removal from the Platform.
7. Service Issues and Disputes
Families must report service issues within 24 hours of the scheduled service end time. Assured Hearts may review disputes and determine appropriate refunds at its reasonable discretion.
8. Platform Service Fees
Platform service fees cover marketplace operations and payment processing and are non-refundable except where a Caregiver cancels, a Caregiver no-show is confirmed, or where required by law.
9. Caregiver Cancellation Compensation
For a Family-initiated cancellation, the Caregiver's cancellation compensation corresponds to the non-refunded portion of the Caregiver's normal earnings: no cancellation payout when 100% of the Caregiver service fee subtotal is refunded, 50% of normal earnings when 50% is refunded, and normal earnings when no refund is issued. No payout is provided when the Caregiver cancels or a Caregiver no-show is confirmed.
10. Refund Method and Timing
Parent-cancellation refunds and confirmed Caregiver no-show refunds are reviewed by Assured Hearts, issued manually through Stripe to the original payment method, and confirmed by email with a PDF refund receipt. Refunds may take 5-10 business days to appear, depending on the bank or card issuer.
11. Changes to This Policy
The version of this Policy in effect at the time of booking applies to that booking.
12. Governing Law
This Policy is governed by the laws of the Province of Saskatchewan and applicable federal laws of Canada.
Contact
Questions may be directed to policy@assuredhearts.com