Cancellation Policy

Alice.care Cancellation Policy – Clients

If you need to cancel or make any changes to services you have requested, you must cancel your existing request before scheduling a new one. You may cancel your service directly through the alice.care app, or you may notify the alice.care Care Team by phone or text message to request the cancellation on your behalf.

On the app: To cancel a requested service in the app, open the service request and tap “Cancel Request” at the bottom of the screen. You will be asked to confirm the cancellation. Once the request has been cancelled, you will be able to schedule a new service request.

By requesting or scheduling a service through the alice.care app, by phone, or by text message, you acknowledge that you have read, understand, and agree to the alice.care Terms and Conditions, including all applicable service, billing, and cancellation policies.

If a scheduled Service is cancelled or its hours are reduced less than 48 hours before the scheduled Service time, you will be charged the full Service fee.

How to review a fee:

If you think you were wrongly charged a cancellation fee, we are standing by to help. Simply send us a message via the app or this website,  or give us a call.

Alice.care Cancellation Policy – Providers

As consideration for your time and effort, service providers are paid for the full service if a client cancels within 24 hours of the scheduled service time.

Service Provider Cancellations:

Cancellations are a bad experience for all parties; we expect our providers to use discretion when cancelling services.

Service Providers can cancel a service by tapping “Cancel” on the service request.

Of course, we know there are times when it’s perfectly reasonable for you to cancel a service you’ve already accepted, such as when:

• You or a loved one has an emergency
• A customer or third party has verbally or physically threatened your safety (if this happens, contact a supervisor and submit an incident report)

When a service request is cancelled by a Service Provider who has accepted it, it will return to the queue for acceptance by the next available Service Provider.