We may be able to offer a refund if you have to cancel care sessions due to unexpected and extenuating circumstances that are out of your control. For Prepaid Packages, refunds for unutilised hours can take place in the following situations:
(i) Care Recipient passes away
You are eligible for a full refund if the package is unutilised1 and the care recipient passes on.You are eligible for a partial refund if the package is utilised2 and the care recipient passes on. The partial refund is equal to the remaining hours in the package that are unutilised.
(ii) Other circumstances that requires review on case-by-case basis
If, after a package has been utilised but the unutilised portion cannot be fulfilled due to occurrence of a force majeure / unavoidable accident such as an act of God, earthquake, fire, tsunami and or other natural disasters, weather conditions, war, civil unrest or terrorist attack, strikes and labour unrest, disease or pandemics, compulsory quarantine or any other similar circumstances, we reserve the right to make reasonable alternative arrangements. Should you reject our offer of an alternative arrangement, we shall not be obliged to refund any fee paid by you in respect of the unfulfilled services, but may do so, on a case-by-case basis.
No refund, either in full or in part will be made if the presented circumstance does not fall within the above mentioned unexpected or extenuating circumstances.
1 Un-utilised: Non-completion of any scheduled visits
2 Utilised: Commencement of any scheduled visits
Refunds are issued strictly on a case-by-case basis only. If you would like to request a refund, please contact Homage at support@homage.com.au.
Upon approval, please note the following lead time for funds/hours to be credited back to your account:
- Credit Card - 5-10 working days
- Prepaid Packages with unfulfilled visits - Hours will be credited within 1 working day
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