Refunds & Cancellations Policy

A customer may cancel a posted care task, shift, or service request at any time before a nurse accepts it. When no nurse has accepted the job, the customer is not charged for the service, and any authorized amount is released.

• Cancellations made well before the scheduled start time are generally eligible for a full refund of the service amount.
• Cancellations made close to the scheduled start time may be subject to a cancellation amount that compensates the nurse for reserved time and travel.
• Cancellations made after a nurse has arrived at the service location are generally not refundable in full.
• The applicable cancellation window and any cancellation amount are shown in the app before you confirm a cancellation.

If a nurse cancels or does not arrive, the customer is not charged for uncompleted work, and any amount collected for that job is refunded. We will attempt to help the customer re-post the job so another verified nurse can accept it. Repeated cancellations or no-shows may result in removal from the platform.

If a job is started but cannot be completed, support reviews the task record, status history, and messages from both parties, and may issue a partial refund or partial payout that reflects the work actually performed.

Facility subscriptions provide access to shift posting tools for the paid period. Subscriptions may be cancelled at any time to stop future renewals; access continues through the end of the current billing period. Amounts already paid for an elapsed period are generally non-refundable unless required by law.

Because on-site business services involve scheduling and staffing commitments, cancellation terms for a given request are shown before the request is confirmed. Refunds follow the terms disclosed at confirmation.

• Contact support@thenursenearby.app within 7 days of the scheduled job, including the task or shift reference and a description of the issue.
• Support acknowledges the request and may ask for additional detail from the customer and the nurse.
• We review the in-app record: task details, status timeline, messages, and any submitted documentation.
• We share a written decision, including any refund or payout adjustment, and the reason for it.
• Payouts related to a disputed job may be held while the review is in progress.

Approved refunds are returned to the original payment method through our payment processor. Timing to appear on a statement depends on the issuing bank or card network.

To request a cancellation review, refund, or dispute, email support@thenursenearby.app or use the form on our Support page. We respond within 2 business days.