Cancellation & Refund Policy

You may pause or discontinue ongoing care at any time by informing your care coordinator. For monthly plans, inform us before the next billing period begins; amounts for service periods already billed and delivered are not refundable, and unused portions of a paid period are credited or refunded in line with this policy.

Scheduled shifts and physiotherapy sessions can be cancelled or rescheduled by informing your care coordinator in reasonable advance — at least 12 hours before the shift where possible. Shifts cancelled with shorter notice, or where the staff member has already begun travel or duty, may be charged as delivered.

If an assigned staff member is absent, becomes unavailable or does not attend, we will arrange a suitable replacement and keep you informed. There is no charge for a shift that was not covered because we could not provide the staff member.

We may discontinue or decline service where the care required exceeds what can be safely provided at home by our staff, where the working environment is unsafe or abusive towards our staff, or where amounts due remain unpaid after reminders. In such cases, fees for services already delivered remain payable.

Approved refunds — for example, unused portions of an advance for cancelled care, or charges for shifts we failed to cover — are returned to the original payment method within 7–10 business days. Where a payment method refund is not possible, we will arrange a bank transfer to your account.

If you believe a charge is incorrect, contact your care coordinator or email connect@dworldhealthcare.com within 15 days of the invoice. We will review the shift and attendance records and correct any error promptly.

Payments, due dates and taxes are covered in our Payment Terms, and the overall service relationship in our Terms & Conditions.