How do I request for a refund for Prepaid Packages?

We understand that care plans may change due to unforeseen circumstances which may result in unutilised hours in your Prepaid Package.

Requests to refund unutilised hours will be reviewed on a case-by-case basis and it will only be applicable if the following critierias/scenarios are met:

Criteria: 

1. Prepaid Package is purchased within the current year
2. Valid documentation are submitted (e.g. letter of admission to a nursing home, etc)
3. Life-threatening incident was reported within 24 hours to Homage

Scenarios: 

1. Care Recipient has passed away - 50% of unutilised hours will be refunded
2. Care Recipient has a life-threatening incident with our Care Pro - up to a full refund of unutilised hours
3. Care Recipient has been hospitalised - refundable amount depends on case
4. None of the Prepaid Package hours have been utilised - full refund of the Prepaid Package
5. Constantly No Care Pro Matches to Visits - refundable amount depends on case

Once the refund has been approved, payment/package hours will be credited back to your account with the following lead times:

• Credit/Debit Card: Payment will be refunded within 3 business weeks
• Prepaid Packages with unutilised hours: Package hours will be credited within 1 working day

To request for a refund, please submit a Request Form and we will respond within 2-3 business days.

For more information, please refer to the following article:

• Can I extend the validity of my existing/expired Prepaid Package?