Cancellation & Refund Policy

HomeCancellation & Refund Policy

Cancellation & Refund Policy – Prime Eldercare

At Prime Eldercare, we aim to provide families with flexibility and peace of mind when arranging care. To ensure fairness for both families and carers, we have a clear cancellation and refund policy in place.

First 2 Weeks (Trial Period) – No Commitment

We offer a 2-week trial period so families can experience our services without long-term commitment.

  • If you decide to cancel care within the first 14 days, no notice is required.
  • You will only be charged for care already received, and any unused days will be refunded.
  • If you have paid in advance, a full refund for unused care will be processed within 5–7 working days.

Why We Offer This?

We understand that finding the right carer is a personal decision, and we want families to feel completely comfortable before committing to long-term care.

Ongoing Care – 2 Weeks’ Notice Required

  • After the 2-week trial period, we require a 14-day written notice to cancel care.
  • Care will continue during the notice period, and payment for these two weeks will still be required.
  • If you stop care immediately without completing the notice period, you will still be billed for the full 14 days.
  • Since payments are taken 1 week in arrears, your final invoice will reflect any remaining balance or adjustments.

Example Scenario:

  • You request to cancel care on March 1st
  • Care will continue until March 15th (14-day notice period).
  • Your final invoice will cover care received from Feb 22 – March 15 to account for arrears and notice.

Key Benefit: This approach ensures families have time to arrange alternative care without sudden disruptions.

Immediate Cancellations & Refunds

We understand that unexpected situations can arise. In certain cases, care can be stopped
immediately, and refunds will be provided for any unused care.

  • Hospital Admission – If the care recipient is admitted to the hospital, care can be paused immediately, and you will not be charged for unused days.
  • Bereavement – If the care recipient passes away, all outstanding care is immediately canceled, and any unused days will be refunded.
  • Carer Unsuitability – If a family is unhappy with a carer, we will attempt to arrange a suitable replacement. If no replacement is found, we will waive the notice period and process a refund where applicable.

In emergency situations, please contact our team immediately so we can assist with the next steps.

Payment & Refund Process

  • Payments are taken 1 week in arrears, meaning you only pay for care already received.
  • Refunds (if applicable) are processed within 5–7 working days after cancellation.
  • Any remaining balance will be settled in the final invoice, which accounts for arrears and notice periods.
  • Refunds are issued to the original payment method, but bank processing times may vary.

How to Cancel Care

To request a cancellation, please contact us via

Email: cancellations@carelio.co.uk

Phone: 0333 038 7717

Client Portal

Once we receive your request, we will confirm the cancellation details and guide you through the next steps.

Carer Cancellations & Replacements

If a carer chooses to end their placement, we will:

  • Find a suitable replacement as quickly as possible
  • Ensure care continues smoothly without disruptions.
  • If no replacement is found, we will waive the notice period and adjust the final invoice accordingly

Why Families Choose Prime Eldercare?

  • Risk-Free Trial – Try our services for 14 days with no commitment.
  • Flexible Cancellation – Only 2 weeks’ notice required after the trial.
  • Payments in Arrears – You only pay for care already received.
  • Hassle-Free Refunds – Processed within 5–7 working days.
  • Carer Replacements – Quick and reliable support if a carer needs to be changed.

Need Assistance? Contact Us Anytime!

0333 038 7717
Email