01 / Legal
Booking, cancellation & refund policy
Version 2026-09 · Last updated 29 September 2026
Bookings
- All bookings are made through the UbuntuCare platform.
- Caregivers must accept or decline each booking request. A booking is only confirmed once accepted.
- Payment is due once your booking is confirmed. Caregivers receive their payout after the session is complete.
When a family cancels
| Notice given before the booking starts | Refund |
|---|---|
| 24 hours or more | Full refund |
| 12–24 hours | 50% refund |
| Less than 12 hours | No refund |
| No-show | No refund |
This protects caregivers’ income and encourages commitment. Refunds go back to your original payment method, normally within 5–10 working days.
When a caregiver cancels
- You receive a full refund, and we’ll try to find you another caregiver.
- Caregivers must tell the family immediately through the app.
- 24+ hours’ notice: no penalty. 12–24 hours: a warning is recorded. Under 12 hours: reviewed, and may reduce visibility or lead to suspension. No-shows are reviewed immediately and may lead to removal.
Genuine emergencies
Illness, family emergencies and safety concerns are reviewed case by case. Let us know as soon as possible and we’ll aim to be fair to both sides.
Refunds for service issues
If a booking isn’t delivered as agreed, report it from the booking in the app within 7 days. We’ll investigate and may issue a full or partial refund.
Longer arrangements
Regular nanny arrangements and postpartum packages may agree longer notice periods (for example 48–72 hours) in writing through the platform.