What's the cancellation policy?

You can cancel within the app on the 'bookings' screen at any time. You can also contact our support team at hello@helpr-app.com and we can cancel for you during business hours.

For care with your personal uploaded providers

• We do not charge a cancellation fee, regardless of when the booking is cancelled. Any cancellation policy should be negotiated between you and your provider. We do not deduct the hours scheduled from the employee's benefit package if the booking is canceled.

For care with Helpr's Network of sitters

There are no fees if:

• A Helpr sitter has not been assigned to your booking.
• You cancel within 1 hour of a Helpr sitter accepting your booking. When a sitter accepts your booking, you'll get an email and an app notification if you have those turned on.
• You cancel with your assigned Helpr Network sitter through the app more than 24 hours before the start of your booking. 

There is a fee if:

• You cancel with your assigned Helpr sitter less than 24 hours before the start of your booking and more than 1 hour after the sitter accepted your booking. 
• This also applies when hours of a booking are reduced to less than 75% of the total time booked or the 4 hours minimum with less than 24 hours notice before the start of care and more than 1 hour after the sitter accepts the booking.

The cancellation fee is:

• The 4 hour minimum or 75% of the total time booked at your copay rate, whichever is more. 
• We do this out of respect for the sitter’s time and hard work. This helps us keep top sitters happy and continuing to book through Helpr.

Cancellations for COVID-19 exposure &/or positive test result as well or contagious illness of a household member:

• Your hourly copay for the cancellation will be waived if you need to cancel with short notice for this reason.