Cancellation, Billing and Refunds

Last updated September 2026

How scheduling, payment, and cancellations work.

Care is arranged under a written service agreement signed before care starts. That agreement is the contract. This page explains how the money side works so there are no surprises.

The first visit is free

The assessment visit costs nothing and carries no obligation. Nobody will ask you to sign anything on the day.

What it costs

We do not publish a single hourly rate, because there is not one. What you pay depends on the kind of care needed, how many hours, and whether it is daytime, overnight, or live-in. Live-in and overnight are priced differently from hourly visits.

You will be given your exact rate in writing, before you commit to anything, and it will not change without us telling you first. Phone 604-880-1046 and we will talk you through it.

Minimum visit

Our minimum visit is three hours. This is so a caregiver has time to do the job properly rather than rushing in and out, and so the visit is worth the travel for them.

Cancelling a visit

Give us at least 24 hours notice and there is no charge at all.

With less than 24 hours notice we charge a quarter of the cost of the booked visit. That is not a penalty. Your caregiver has already set that time aside and turned down other work, and we still pay them for it. A quarter does not cover what that costs us, but we would rather absorb most of it than make a hard week harder.

We do not charge for genuine emergencies. A hospital admission, a sudden illness, a fall, or a death in the family is never charged, whatever the notice. Just tell us what happened.

Ending care altogether

You can end care by giving us two weeks written notice. You can also end it immediately if we have let you down, and we would rather you told us why so we can put it right.

We may end care with the same two weeks notice, or immediately if a caregiver's safety is at risk.

Billing

We invoice every two weeks, and invoices are payable within 14 days.

We accept Interac e-Transfer, Credit Card, Square, and PayPal.

Refunds

If you have paid in advance for care that was not delivered, you get that money back. We refund within 14 days of agreeing the amount, by the same method you paid.

If you are unhappy with care you have received, tell us before you pay the invoice. We would far rather fix the problem or credit the visit than argue about it afterwards.

If something goes wrong

Phone 604-880-1046 or email info@greenoakhomecare.ca. We respond to complaints within two business days.

If we cannot sort it out between us, you can contact Consumer Protection BC at consumerprotectionbc.ca.