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.
- More than 24 hours before the scheduled start time: Caregiver service fees are refunded; Platform service fees are non-refundable.
- Less than 24 hours before the scheduled start time: No refund of Caregiver service fees; Platform service fees are non-refundable.
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 no-show and no refund will be issued.
6. Caregiver Cancellations
If a Caregiver cancels a confirmed booking, the Family will receive a full refund, including Platform service fees. 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 or where required by law.
9. Refund Method and Timing
Approved refunds are issued to the original payment method and may take 5-10 business days to process.
10. Changes to This Policy
The version of this Policy in effect at the time of booking applies to that booking.
11. 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