Resolut Haven is committed to providing high-quality care services and fair refund practices. This policy outlines circumstances under which refunds may be available and the process for requesting them.
Monthly Payments: If you pay monthly in advance and need to cancel services, you are entitled to a pro-rata refund for unused care hours, minus any administrative costs.
Calculation: Refunds are calculated based on the daily rate for unused days, provided proper notice has been given as outlined in our Terms and Conditions.
Processing Time: Approved refunds will be processed within 14 working days of the cancellation date.
Planned Cancellations: If you cancel a scheduled care visit with appropriate notice (24 hours for regular visits, 7 days for ongoing services), no charges will apply for that cancelled visit.
Short Notice Cancellations: Cancellations with less than 24 hours notice may incur a 50% charge of the scheduled visit fee to cover staff costs and lost opportunity.
Emergency Cancellations: No charges apply for cancellations due to medical emergencies or hospitalisation, provided we are notified as soon as reasonably possible.
Unsatisfactory Service: If you are genuinely unsatisfied with the quality of care provided, we will first attempt to resolve the issue through our complaints procedure.
Service Failure: In cases where we fail to provide agreed services without adequate notice or justification, a full refund for those specific services will be provided.
Partial Service: If care visits are significantly shortened due to our error, a partial refund may be available based on the actual time difference.
Client-Initiated Changes: No refunds for changes to care requirements that you request during a visit.
Carer Safety Concerns: No refunds when visits are terminated early due to safety concerns for our staff.
Refused Entry: No refunds when carers are unable to complete visits due to being refused entry or access to the property.
Non-Compliance: No refunds when service delivery is impacted by failure to follow care plan requirements or provide necessary information.
Compassionate Policy: In the event of a client's death or permanent move to residential care, we will provide a full refund for any unused advance payments.
Documentation: We may require appropriate documentation (death certificate, care home placement confirmation) to process these refunds.
Immediate Processing: These refunds will be processed as a priority, typically within 5 working days of receiving required documentation.
All refund requests must be made in writing to our office, including:
Review Process: All refund requests will be reviewed by our care manager and responded to within 7 working days.
Appeals: If your refund request is declined, you may appeal in writing within 14 days, and we will conduct a further review.
Payment Method: Refunds will be made using the same payment method used for the original payment where possible.
Bank Transfer: For cash payments or where the original payment method is no longer available, refunds will be made by bank transfer.
Processing Time: Once approved, refunds will be processed within 14 working days, though bank processing may take additional time.
Standard Refunds: No administrative charges apply for standard refunds due to service cancellation or quality issues.
Complex Refunds: Administrative charges of up to £25 may apply for complex refund calculations involving multiple date ranges or payment methods.
Disputed Refunds: No additional charges apply for processing disputed refund requests, regardless of outcome.
Documentation: We maintain records of all refund requests and payments for a minimum of 7 years.
Transparency: You may request copies of refund calculations and supporting documentation at any time.
Copyright © 2025 Resolut Haven - All Rights Reserved.