We hope this never happens, but if your carer cancels a booking or doesn't show up, you'll receive a full refund.
If the carer cancels in the app
Your refund is issued automatically. Refunds usually show on your card within 3–7 business days, depending on your bank.
If the carer hasn't cancelled in the app
If your carer has told you they can't come, hasn't arrived, or isn't replying, please don't cancel the booking yourself. A cancellation by you is treated as a parent cancellation and cancellation fees may apply.
Instead, message us here in the Sittr chat with:
the date and start time of the booking
your carer's first name
what happened, for example they cancelled by message or didn't arrive
The team will cancel the booking on the carer's behalf and your full refund will be issued automatically. If the booking is today, let us know so we can treat it as urgent.
Reporting the carer
You can't review a carer for a booking that wasn't completed, but you can report them. See How do I report a carer who cancelled late or didn't show up?