Refund Policy

Village Family Collective Refund Policy

Effective Date: July 25, 2025

At Village Family Collective, we understand that family needs can change unexpectedly. We strive to provide flexible and reliable childcare services. This Refund Policy outlines the terms and conditions under which refunds will be issued for our Nanny and Granny on the Go services. By booking our services, you agree to this policy.

1. Our Services

Village Family Collective provides temporary, occasional, and part-time in-home childcare services. Bookings are made for specific dates and times, with a pre-arranged duration.

2. Understanding Your Booking

When you book a Nanny or Granny on the Go, you are reserving a caregiver's time and services for a specific period. Our caregivers commit to these bookings, and their availability is limited.

3. Non-Refundable Fees

Please note the following fees are generally non-refundable:

• Membership Fees

• Late Cancellation Fees: As outlined below, cancellations made within specific timeframes may result in a non-refundable charge.

4. Cancellation and Refund Guidelines

The refund amount depends on the notice period provided for your cancellation:

• A. Cancellation with More than 48 Hours/ 2 Days Notice:

  • If you cancel a confirmed booking with more than 48 hours for an occasional booking, 7 days for a recurring part-time schedule notice prior to the scheduled service start time, you will receive a full refund of any payments made for that specific booking, minus any non-refundable fees (e.g., a one-time booking fee if applicable).

• B. Cancellation with Less than 48 Hours/2 Days Notice (Late Cancellation):

  • If you cancel a confirmed booking with less than 48 hours for an occasional booking, 7 days for a recurring part-time schedule,  notice prior to the scheduled service start time, a cancellation fee equivalent to 50% of the booking cost will be charged. The remaining balance, if any, will be refunded. This fee compensates our caregivers for their reserved time and lost opportunities.

  • Example: If you cancel a 4-hour booking at $30/hour ($120 total) with less than 48 hours' notice, and our policy states a 50% cancellation fee, you would receive a $60 refund.

• C. Cancellation on the Day of Service / No-Show:

  • If you cancel on the day the service is scheduled to begin, or if the caregiver arrives and the service is no longer required (no-show), you will be charged for the full cost of the booked service. No refund will be issued. This covers the caregiver's time, travel, and inability to take other bookings.

5. Adjustments for Illness or Unforeseen Circumstances 

We understand that children can get sick unexpectedly.

• For cancellations due to a child's sudden illness, we may offer a .50% credit for a future booking of equal or lesser value, valid for 3 months if notification is received at least 12 hours prior to the start of the service, and a doctor's note or other reasonable verification is provided. This is offered at the sole discretion of Village Family Collective.

• For other unforeseen emergencies, please contact us as soon as possible to discuss your situation. While our standard policy applies, we may consider exceptions on a case-by-case basis.

6. Service Interruption or Cancellation by Village Family Collective

In the rare event that Village Family Collective must cancel a confirmed booking (e.g., due to caregiver illness, unforeseen emergency on our part, or other operational reasons), you will be offered:

• A full refund for the cancelled service.

• Our best effort to provide a suitable replacement caregiver for the same period, if available and desired by you.

• We will notify you as soon as possible in such circumstances.

7. How to Request a Cancellation or Refund

All cancellation requests must be made in writing via email to support@villagefamilycollective.ca Please include your booking reference number and the reason for cancellation.

8. Refund Processing

• Refunds will be processed within [e.g., 5-7] business days of the approved cancellation request.

• Refunds will be issued to the original method of payment used for the booking.

• Please note that it may take additional time for the refund to appear on your bank or credit card statement, depending on your financial institution.

9. Dispute Resolution

If you have a concern or dispute regarding a refund, please contact us immediately at 250-309-3064 or support@villagefamilycollective.ca. We are committed to resolving issues fairly and promptly.

10. Changes to this Refund Policy

Village Family Collective reserves the right to modify this Refund Policy at any time. Any changes will be posted on our website and become effective immediately upon posting. We encourage you to review this policy periodically.