Cancellation Policy

Life happens. Rescheduling and cancelling should be effortless.

Reschedule any time

Move a visit to another time or day from your Family Space, or just message your Presence Manager. There’s no charge to reschedule.

Cancelling a visit

Cancel free of charge up to 2 hours before a scheduled visit. Within 2 hours, the visit may count towards your monthly allowance, since a Guardian was reserved for you.

If we cancel

If we ever have to cancel — a Guardian falls ill, or weather makes travel unsafe — we’ll offer the earliest alternative and it never counts against you.

Emergencies

Medical emergencies always take priority. Cancel freely; we’ll help coordinate hospital support if you need it.

Last updated 7 July 2026 · This is a plain-language summary, not a substitute for the full agreement provided at sign-up.