Legal

Refund & Cancellation Policy

Effective Date: September 29, 2026

Harbor & Haven Home Care, LLC (“Harbor & Haven”) is committed to providing reliable, professional, and compassionate services. This Refund & Cancellation Policy applies to private-pay services unless a separate written agreement or applicable payer requirement provides otherwise.

1. $45 Service Deposit

A $45 service deposit is required to reserve and confirm a scheduled service appointment.

• The $45 deposit is applied toward the total cost of the scheduled service.
• The deposit is non-refundable when the client cancels or reschedules with less than the required 24-hour notice, except when otherwise required by applicable law or when Harbor & Haven approves an exception.
• The deposit is refundable when Harbor & Haven cancels the scheduled service, subject to the provisions below.

2. Client Cancellation or Rescheduling

Clients must provide at least 24 hours’ advance notice to cancel or reschedule a scheduled service.

For cancellations or rescheduling received at least 24 hours before the scheduled service:

• Amounts paid toward the service will be refunded;
• The $45 deposit will be retained and is non-refundable; and
• Any non-refundable third-party payment-processing/merchant fee actually charged or retained may be deducted from the refund, provided the fee was disclosed to the client before payment.

For cancellations received less than 24 hours before the scheduled service, the service charge and $45 deposit may be retained because the reserved service time may no longer be reasonably available for another client.

3. Harbor & Haven Cancellation

Harbor & Haven may cancel, postpone, or reschedule a service when circumstances prevent the service from being safely or professionally provided, including severe weather, unsafe conditions, emergencies, illness, staffing circumstances, facility or environmental conditions, or other legitimate professional or operational circumstances.

When Harbor & Haven cancels a service before it is provided, the client will receive a refund of amounts paid for the canceled service, including the $45 deposit, or may elect to reschedule the service.

Refunds will generally be processed within 10–30 business days after the cancellation is confirmed. Actual posting time may depend on the client’s bank or payment processor.

4. Services Already Provided

Once a service has been fully provided, payment for that service is generally non-refundable, except in cases involving a billing error, duplicate payment, overpayment, unauthorized charge, or another circumstance requiring a refund under applicable law or the client’s written service agreement.

If a service is only partially provided because of circumstances attributable to Harbor & Haven, the Company will review the circumstances and, when appropriate, issue a prorated refund or other appropriate adjustment.

5. Billing Errors and Overpayments

If Harbor & Haven identifies a billing error, duplicate charge, or client overpayment, the Company will correct the account and issue any applicable refund or credit.

6. Payment-Processing Fees

Where applicable, payment-processing or merchant fees will be disclosed before payment is submitted. A third-party processing fee that is actually non-refundable to Harbor & Haven may be deducted from an otherwise eligible client refund only to the extent permitted by applicable law and disclosed to the client before payment.

7. Refund Method

Refunds will generally be returned to the original payment method used by the client. Harbor & Haven may require additional information to verify the payment and prevent unauthorized refunds.

8. Exceptions and Emergencies

Harbor & Haven understands that emergencies and unforeseen circumstances may occur. The Company may review extraordinary circumstances, including hospitalization, death in the immediate family, severe weather, or other documented emergencies, and may provide an exception to the cancellation policy when appropriate.

9. No Waiver of Legal Rights

Nothing in this policy is intended to waive, limit, or restrict any non-waivable rights or remedies available to a client under applicable federal or Virginia law. If a separate written service agreement, Medicaid/MCO agreement, insurance requirement, or other applicable law provides a greater client protection, the applicable requirement will control.

Harbor & Haven will not use this policy to impose a charge or retain funds in a manner prohibited by applicable law.

10. Questions or Refund Requests

Refund and cancellation requests should be submitted to:

Harbor & Haven Home Care, LLC
Phone: (202) 834-7910
Email: support@harborhavencare.org
Service Area: Northern Virginia