Cancellation Policy
Alice Care Cancellation Policy – Clients
If you need to cancel or make any change to services you have requested, you must cancel your existing request completely in the app. Once this is complete, you will be able to schedule new requests. To cancel a requested service, tap ‘Cancel Request” at the bottom of the service request of the app. You will be asked to confirm the request.
To compensate your service provider for their time, we may apply a cancellation fee to the service as follows:
| Service Status | Equivalent Fee |
|---|---|
| Requested | Zero Fee |
| Accepted | 15 min |
| En route | 30 min |
| Arrived | Full Service |
If your service provider has arrived at the service location when cancellation occurs, the full service is charged.
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 receive cancellation and no-service fees. You’ll earn based on the time status of the service request, as follows:
| Service Status | Equivalent Pay |
|---|---|
| Requested | Zero Pay |
| Accepted | 15 min |
| En route | 30 min |
| Arrived | Full Service |
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 canceled by a Service Provider who has accepted it, it will return to the queue for acceptance by the next available Service Provider.