At People Home Care Ltd, we aim to handle cancellations and refund requests fairly and transparently. This policy explains how refunds are assessed for our nursing and care services.

1. Scope

This policy applies to payments for all services provided by People Home Care Ltd, including home and hospital nursing, postoperative care, stroke and paralysis care, bedridden patient care, elderly care, newborn and pediatric care, pregnancy and postnatal care, chronic disease care, clinical nursing procedures, palliative care, and emergency and on-call nursing support.

Any booking-specific cancellation conditions or charges will be explained before you confirm your service.

2. Cancellation Before Services Begin

If you cancel before the service starts, we will review your payment against the cancellation arrangements agreed at booking.

Any applicable deduction must have been disclosed and accepted before confirmation. We will explain the deduction and refund calculation.

If no cancellation charge was agreed and no service has been provided, the prepaid service amount will be refunded.

3. Cancellation After Services Begin

If you end a service after it has started, charges for care already provided will normally remain payable.

Unused prepaid amounts will be refunded after deducting charges for services delivered and any applicable cancellation charges agreed before booking.

We will provide a breakdown of the calculation. Ending a service early does not automatically make the entire payment non-refundable.

4. When We Cannot Provide a Service

If People Home Care Ltd cannot provide a confirmed service, we will discuss an alternative schedule or suitable replacement with you.

If you do not accept the alternative, we will refund the amount attributable to the service not provided. No cancellation charge will apply to a service we are unable to deliver.

5. Changes in the Patient’s Circumstances

Hospital admission, discharge, changes in care needs, or the patient’s death may affect a booking.

Please notify us as soon as reasonably possible. We will review the unused service period, care already delivered, and agreed booking conditions with sensitivity to the circumstances.

Where appropriate, you may choose to discuss rescheduling or a revised care arrangement instead of requesting a refund.

6. Service Quality Concerns

If you believe the service was not delivered as agreed, please contact us promptly with the booking details and a description of the concern.

We will review relevant records and discuss an appropriate resolution. Depending on the findings, this may include replacement personnel, corrective service arrangements, a partial refund, or a full refund for the affected service.

Payment for completed care does not prevent you from raising a complaint about its quality.

7. Emergency and On-Call Bookings

Emergency and on-call bookings follow the charges and cancellation arrangements communicated when the booking is confirmed.

A request being marked urgent does not automatically make the payment non-refundable. Any charge relating to dispatch, attendance, or cancellation must have been explained and agreed.

If we cannot provide the confirmed nursing support, payment for the undelivered service will be refunded.

8. Medication, Equipment, and Consumables

Refunds for separately charged medication, equipment, or consumables depend on whether they were supplied, used, or purchased specifically with your authorization.

We will explain any applicable supplier conditions before purchase where relevant. Such conditions do not remove remedies for incorrect, defective, or undelivered items under applicable law.

9. Duplicate Payments and Overpayments

Verified duplicate payments or amounts paid above the agreed charges will be refunded.

Please provide the relevant transaction references so we can identify and reconcile the payment.

10. How to Request a Refund

Contact People Home Care Ltd through the official contact options on our website and provide:

  • The name used for the booking.

  • The service booked and its scheduled dates.

  • The payment receipt or transaction reference.

  • The reason for the refund request.

  • A contact number for follow-up.

Only relevant supporting information is required. Please avoid sending unnecessary medical records.

11. Refund Processing

We will review your request, explain the decision, and confirm any approved refund amount and expected processing time.

Refunds will normally be returned through the original payment method. If this is not possible, we will agree on an alternative and verify the recipient’s details.

Payment-provider processing times may affect when funds appear in your account. We will inform you of any known delay.

12. Your Rights

This policy does not limit rights or remedies available under applicable law. Booking-specific conditions cannot override those rights.

13. Policy Updates

We may update this policy for future bookings. The policy and cancellation conditions accepted when your booking was confirmed will apply to that booking, unless a change is agreed with you or required by law.

14. Contact Us

For cancellations, refund requests, or payment concerns, contact People Home Care Ltd through our website:

Website: https://peoplehomecare.com.bd