Customer Policy
Cancellation, Refund, and Rescheduling Policy
This policy applies to Smart Care Guide’s paid educational consultations and optional written add-ons.
Version: 1.0
1. Canceling at least 24 hours in advance
If you cancel at least 24 hours before your scheduled consultation, you may choose either a full refund to your original payment method or move your payment to one future consultation.
2. Rescheduling in advance
You may reschedule once without charge by providing at least 24 hours’ notice.
This advance reschedule is separate from the courtesy reschedule available following a first missed appointment.
3. Late cancellations
Cancellations received within 24 hours of the scheduled consultation are not automatically refundable. Smart Care Guide may offer one courtesy reschedule.
4. Missed appointments
If you miss your first scheduled consultation, you may use one courtesy reschedule, subject to available appointment times.
The new consultation should take place within 30 days of the missed appointment. If Smart Care Guide cannot offer an appointment during that period, the deadline will extend to the next reasonably available appointment.
If the courtesy-rescheduled consultation is also missed, the payment is non-refundable.
5. Duplicate payments
If you are charged more than once for the same consultation, Smart Care Guide will refund the duplicate payment in full.
6. Smart Care Guide cancellation or technical failure
If Smart Care Guide cancels your consultation, or a technical problem within our control prevents the consultation from taking place, you may choose either a full refund or a free reschedule.
7. Completed consultations
Once a consultation has taken place, the consultation fee is non-refundable.
8. Optional written add-ons
Optional written add-ons are refundable until Smart Care Guide begins individualized work on the paid deliverable.
Individualized work begins when Smart Care Guide starts reviewing customer-submitted information specifically to prepare that written deliverable.
After individualized work begins, the written add-on fee is non-refundable.
9. Serious emergencies
Smart Care Guide may make reasonable case-by-case exceptions when a genuine medical, caregiving, family, or other serious emergency prevents a customer from attending.
10. How refunds are issued
Refunds are returned to the original payment method. Processing time may depend on Stripe and the customer’s bank or card issuer.
11. How to cancel or reschedule
Submit cancellation or rescheduling requests through the Smart Care Guide Contact Us form.
A request is considered received according to its electronic submission timestamp.
12. Educational-service scope
Smart Care Guide provides educational guidance and planning support. We do not provide medical care, emergency services, licensed home inspections, construction, installation, electrical, plumbing, legal, financial, or insurance services.