Fair to families and Joy Providers
Cancellation policy
Plans change. Here's exactly what happens when they do.
For families and seniors
- Booking saves your card. Nothing is charged yet. Your card is charged 24 hours before the visit (right away for visits booked less than 24 hours ahead, once confirmed).
- Free cancellation up to 24 hours before the visit. You won't be charged.
- Inside 24 hours, visits are not refundable. Your Joy Provider has reserved that time for you and is still paid.
- Requests that haven't been confirmed can always be cancelled for free.
- If the Joy Provider arrives or calls and the client isn't available, the visit counts as a late cancellation. We'll ask you to check in on your loved one.
- If your Joy Provider cancels or doesn't show up, you always get a full refund, no matter how late.
- If a provider doesn't answer your request in time, it expires automatically and you're never charged.
- If your card can't be charged, you'll have until 12 hours before the visit to update it, or the visit is cancelled at no charge.
For Joy Providers
- Declining a request or cancelling 24+ hours ahead never counts against you. The family is refunded in full.
- Cancelling a confirmed visit inside 24 hours is 1 strike. The family is refunded in full.
- Not showing up is 2 strikes. The family is refunded in full and our team follows up.
- 3 strikes within 90 days pauses your account while our team reviews it. Strikes older than 90 days drop off.
- When a family cancels inside 24 hours, or the client isn't available when you arrive, you're still paid.
- Answer requests promptly. Unanswered requests expire before the visit so families aren't left waiting.
Emergencies
Illness, hospital stays, a death in the family, or severe weather happen. Message JoyUS support and our team can cancel a visit with a full refund and no strike.
Reminders go out 48 hours before every visit (your last chance to cancel free), then 24 hours and 2 hours before. See also the Joy Provider Code of Conduct.