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Effective Date: 1.17.26

 

Extended Family is committed to providing compassionate, reliable companion care services. This Refund Policy outlines our guidelines regarding cancellations, billing, and refunds.

 

Service Delivery

 

Services are delivered according to the Client Service Agreement, including scheduled days, times, and minimum visit lengths.

 

Our staff maintain professionalism, punctuality, and respectful interactions at all times.

 

All deviations, missed visits, or schedule changes must be communicated promptly to management and the client or responsible party.

 

If a shift is missed due to agency staffing issues, the incident will be documented and alternative arrangements will be offered when possible.

 

Scheduling, Cancellations & Termination

 

Client Cancellations

 

Clients must provide at least 48 hours’ notice to avoid charges.
We understand emergencies happen, and late cancellations will be reviewed with care and compassion.

 

Agency Cancellations

 

Clients will be notified as soon as possible if the agency must cancel or reschedule a visit due to staffing or other unforeseen circumstances.

 

Termination

 

Either party may terminate services with 14 days’ written notice.
Immediate termination may occur for safety concerns or policy violations.

 

Payment & Billing

 

Hourly Rates

 

Clients are billed at the hourly rate outlined in the Client Service Agreement.

 

Billing Cycle

 

Billing is done weekly, and invoices are due within 5 business days.

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Late Fees

 

Late payments are subject to the following fees:

• $50 for payments 5–7 days late

• $75 for payments 10–15 days late

 

Additional Fees

 

Additional fees (such as holiday/weekend rates or travel/errand reimbursements) will be applied as noted in the Client Service Agreement.

 

Missed Shifts

Clients are not charged for missed shifts that occur due to agency staffing issues.

 

Refunds & Credits

 

Refund Eligibility

 

Refunds are considered only in the following situations:

• Overpayment or billing errors

• Services not provided due to agency cancellation without rescheduling

• Verified service issues reviewed and approved by management

 

Refund Process

 

If eligible, refunds will be issued using the original payment method whenever possible and processed within a reasonable timeframe.

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When possible, we may offer a credit toward future services instead of a refund, especially for schedule changes or short-notice cancellations.

 

Contact Us

 

If you have questions or need to discuss a refund or billing concern, please contact:

 

Extended Family
Phone: 813.701.5530
Email: contactus@efamilyliving.org