Payments and Refunds Policy


By default, payments are made by credit card. This enables quick payments and reconciliation. It also helps us protect Hero payments. 

If you receive NDIS, My Aged Care or other types of funding, we also have the capability to invoice a third party in the payment section of your profile. 

Can I cancel a booking?

Yes, you can cancel a booking. You can do this by clicking on the “Bookings” tab and then clicking on the booking you wish to cancel. From there, scroll down and click “Cancel Booking”. 

Will the booking be charged if I cancel?

If the cancellation occurs prior to 24 hrs before the booking, you will not be charged. 

If the cancellation occurs within 24 hrs of the booking, you will be charged*. 

*If a cancellation takes place within 24hrs of the booking due to severe illness or an emergency, the booking will not be charged. 

More information about bookings can be found here.

Refunds Policy

A refund will occur if;

  • A hero or member made a mistake when completing a booking
  • A booking was charged but had incorrect payment instructions.
  • Technical Issue

Clear communication between the member and the Hero is essential. Expenses and payments are to be discussed between both parties. If there is a complaint or dispute, a refund may be considered after a thorough investigation from the Home Care Heroes team.

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