WeBookCare Cancellation Policy
Effective as of: June 30, 2021
These terms and conditions govern WeBookCare’s policy for Care Seeker refunds (“Cancellation Policy”)
and the obligations associated with the Cancellation Policy. The Cancellation Policy applies in addition
to WeBookCare’s Terms of Use (“WeBookCare Terms”). The Cancellation Policy is available to Care
Seekers who book and pay for Caregiver home care services through the WeBookCare Platform and
suffer a home care issue (as defined below).
All capitalised terms shall have the meaning set forth in the WeBookCare Terms of Use otherwise
defined in this Cancellation Policy.
By using the WeBookCare Platform as a Caregiver or Care Seeker, you are indicating that you have
read and that you understand and agree to be bound by this Cancellation Policy.

1. Caregiver Issue
   A “Caregiver Issue” means any one of the following:
   (a) the Caregiver (i) cancels 24 hours or more before the scheduled start of the booking-unless there’s
   an extenuating circumstance-the Care Seeker will receive a 100% refund for the Caregiver fees, or;
   (b) the Caregiver profile description or home care services are inaccurate with respect to:

• Clinical skills and knowledge (e.g., unable to demonstrate home care services)
• Knowledge of Safe Work Practices
• Interpersonal Skills
• Work Performance/Helpfulness
• Punctuality
• Compatibility
• Interaction with Care Seeker/Care Recipient/others
• Professionalism
  (c) at the start of the Care Seeker’s booking if the home care services would be reasonably expected to
  adversely affect the Care Recipients health and safety in WeBookCare’s judgement or the Caregiver has
  not upheld WeBookCare’s performance requirements or Caregiver standards at the home care location.

1. The Cancellation Policy
   WeBookCare’s Cancellation Policy is final and binding on Care Seekers and Caregivers but do not affect
   other contractual or statutory rights you may have. Any right that you may have to initiate legal action
   remains unaffected. If you report a Caregiver Issue up to 24 hours after the booking starts, we agree, at
   our discretion, to either reimburse you the amount paid by you through the WeBookCare Platform
   (“Caregiver Fees”), or (ii) use our reasonable efforts to help you find and book another Caregiver who is
   reasonably comparable to or better than the Caregiver needed in your original booking in terms of schedule, home care services, and qualifications. WeBookCare shall decide whether an issue reported by
   a Care Seeker qualifies as a Caregiver Issue, whether to reimburse or rebook a Care Seeker who suffers a
   Caregiver Issue, and whether an alternate Caregiver is comparable or better.
2. Conditions for making a Claim
   To submit a valid claim for a Caregiver Issue and receive the benefits with respect to your booking, you
   are required to meet each of the following conditions:
   (a) you must be the Care Seeker that booked the Caregiver;
   (b) you must report the Caregiver Issue to us in writing or via telephone within 24 hours of discovering
   the existence of the Caregiver Issue, and you must provide us with information (including photographs,
   videos, or other written or tangible evidence) about the Caregiver and the circumstances of the
   Caregiver Issue;
   (c) you must respond to any requests by us for additional information or cooperation on the Caregiver
   Issue within the time specified by WeBookCare;
   (d) you must not have directly or indirectly caused the Caregiver Issue (through your action, omission or
   negligence);
   (e) unless otherwise specified by WeBookCare or WeBookCare advises you that the Caregiver Issue
   cannot be remediated, you must use reasonable efforts to try to remedy the circumstances of the
   Caregiver Issue with the Caregiver; and
   (f) to receive a reimbursement of Caregiver Fees or assistance with booking an alternative Caregiver,
   you must agree to cancel the booking. If you choose to keep the Caregiver, you may still qualify for a
   partial refund at WeBookCare’s discretion as described in this policy (regardless of whether you
   reported the Caregiver Issue up to 24 hours after the booking started).
3. Minimum Performance Requirements, Caregiver Standards, Care Seeker Responsibilities and
   Reimbursement to Care Seeker
   4.1 If you are a Care Seeker, you are responsible for ensuring that the home care location on the
   WeBookCare Platform is accessible, adequately, and safely equipped to perform home care services, is
   safe and clean, and does not present a Caregiver with Care Seeker Issues, as specified in the Care Seeker
   Standards and Responsible Care Seeker Education Centre article. During a home care visit at the home
   care location, Care Seekers should be available, or make a third-party available, to try, in good faith, to
   resolve any Caregiver Issues or other home care issues.
   4.2 If you are a Caregiver, and if (i) WeBookCare determines that a Care Seeker has suffered a Caregiver
   Issue related to home care services listed by you and (ii) WeBookCare either reimburses that Care
   Seeker (up to their Total Caregiver Fees) or provides an alternative Caregiver to the Care Seeker, you
   agree to reimburse WeBookCare up to the amount paid by WeBookCare within 30 days of
   WeBookCare’s request. You authorize WeBookCare Payments to collect any amounts owed to
   WeBookCare by reducing your Payout or as otherwise permitted pursuant to the Payments Terms.
   4.3 As a Caregiver, you understand that the rights of Care Seekers under this Cancellation Policy will
   supersede your selected cancellation policy, if applicable. If you dispute the Caregiver Issue, you may notify us in writing or via telephone and provide us with information (including photographs or
   other evidence) disputing the claims regarding the Caregiver Issue. In order to dispute a Caregiver Issue,
   you must use reasonable and good faith efforts to try to remedy any Caregiver Issue with the Care
   Seeker unless WeBookCare advises you that the Caregiver Issue cannot be remediated, or the Care
   Seeker has found alternative home care services.
4. Caregiver Cancellations
   Caregivers can cancel bookings penalty-free 3 times in one year. Otherwise, cancellation penalties will
   apply in the extenuating circumstances described in this section, unless they reasonably believe and we
   confirm based on a review of available evidence such as message threads or previous ratings that
   mention home care services, that the home care services are different than what was booked. Examples
   include:
   Home care services are different
   Location is different
   Home modifications such as lifts, type of bed, commode is not available or not suitable
   Health Reasons
   Inaccurate Care Recipient Care Plan
   Caregiver can not access the unit
   Property is unsafe
   Care Recipient is unsafe
   Conflict with family/visitors/Care Recipient
   (a) Caregiver Cancellation Fee
   Caregivers are charged a fee if they cancel a confirmed booking and the 3 penalty-free cancellations in
   one year have been exceeded. The amount deducted will depend on when the booking was accepted
   and how soon before the booking it was cancelled. It’s important to keep in mind that penalty-free
   cancellations are only available for extenuating circumstances.
   • More than 24 hours before the booking, we’ll deduct $50 CDN
   • Less than 24 hours before the booking, we’ll deduct $100 CDN
   The cancellation fee will be waived if the Caregiver has not cancelled three or less times in the current
   calendar year or in certain extenuating circumstances.
5. General Provisions
   6.1 No Assignment/No Insurance. This Refund Policy is not intended to constitute an offer to insure,
   does not constitute insurance or an insurance contract, does not take the place of insurance obtained or
   obtainable by the Care Seeker, and the Care Seeker has not paid any premium in respect of the Refund
   Policy. The benefits provided under this Refund Policy are not assignable or transferable by you. 6.2 Modification or Termination. WeBookCare reserves the right to modify or terminate this Refund
   Policy, at any time, in its sole discretion. If WeBookCare modifies this Refund Policy, we will post the
   modification on the WeBookCare Platform or provide you with notice of the modification and
   WeBookCare will continue to process all claims for Caregiver Issues made prior to the effective date of
   the modification according to the then applicable policy.
   6.3 Entire Agreement. This Refund Policy constitutes the entire and exclusive understanding and
   agreement between WeBookCare and you regarding the Refund Policy and supersedes and replaces any
   and all prior oral or written understandings or agreements between WeBookCare and you regarding the
   Refund Policy.
6. Contacting WeBookCare
   If you have any questions about the Cancellation Policy, please email us.