1. What is your cancellation policy?

We ask that clients provide at least 24 hours' notice if they need to cancel or reschedule a scheduled visit. This helps us adjust caregiver schedules and serve other clients.

2. Is there a fee for late cancellations?

Cancellations made with less than 24 hours' notice may be subject to a cancellation fee, as outlined in your service agreement, except in cases of emergencies.

3. What if I have a medical emergency?

We understand that emergencies happen. Cancellation fees may be waived for verified medical emergencies or other unforeseen circumstances at the discretion of Golden Roots Home Care.

4. Can I reschedule my service?

Yes. We will make every effort to reschedule your visit based on caregiver availability.

5. Do you offer refunds?

If you paid in advance for services that were not provided, eligible refunds or account credits will be processed according to the terms of your service agreement. Refunds are not issued for services that have already been completed.

6. How long does it take to receive a refund?

Approved refunds are typically processed within 7–10 business days, although the timing may vary depending on your payment method and financial institution.

7. What happens if my caregiver cannot make it?

If your scheduled caregiver is unavailable, we will make every effort to send another qualified caregiver or work with you to reschedule your visit.

8. What if my caregiver arrives late?

If a caregiver is delayed, we will notify you as soon as possible and keep you informed. We will work to ensure you receive the care you need.

9. What if I am not satisfied with my care?

Your satisfaction is important to us. Please contact our office immediately with any concerns. We will investigate the issue promptly and work with you to find an appropriate resolution.

10. What payment methods do you accept?

We accept approved payment methods as outlined in your service agreement, which may include ACH transfers, debit or credit cards, checks, and other approved payment options.

11. What happens if my payment is declined?

If a payment cannot be processed, we will notify you promptly and ask that payment be made as soon as possible. Continued nonpayment may result in suspension of services until the account is brought current.