What are the change/cancellation fees for visits?

Once our Care Pros have been assigned to a visit, they have committed their availability for the full duration.

For visits which are:

• "Requested": We are still searching for a Care Pro. You can change/cancel the visit at no charge.
• "Confirmed": A Care Pro has already been assigned. It will also indicate the assigned Care Pro's name. You can view the change/cancel fees below.

For visit changes, the following penalties apply: 

Time to Visit	Pay As You Go Visit Changes	Prepaid Package Visit Changes
24 hours or less	MYR 50 change fee*	MYR 50 change fee*
24 to 48 hours	MYR 30 change fee*	MYR 30 change fee*
48 hours and more	No fee nor deduction of hours	No fee nor deduction of hours

*No charges if assigned Care Pro agrees to the changes.

For visit cancellations, the following penalties apply: 

Time to Visit	Pay As You Go Visit Cancellations	Prepaid Package Visit Cancellations
2 hours or less	1-hour service fee + standard transport fee	Deduction of 1-hour from care plan + standard transport fee
24 hours or less	1-hour service fee	Deduction of 1-hour from care plan
24 hours or more	No fee	No fee nor deduction of hours

The change and cancellation policy applies in the interest of honouring our Care Professional's arrangements for your loved one's care visits. 

For more information, please refer to the following articles:

• How do I reschedule a visit?
• How do I cancel a visit?
• What is the difference between Prepaid Packages and Pay As You Go?