Effective Date: 9/15/2025

Last Updated: 9/15/2025

At KobiCare, we understand that plans can change. This Cancellation & Refund Policy outlines the conditions under which customers may cancel services and request a refund, and the expectations for caregivers when cancellations occur.

1. Customer-Initiated Cancellations

• Customers may cancel a booking at any time through the KobiCare platform.
• Full refunds are available if the cancellation is made at least 24 hours prior to the scheduled start time.
• Cancellations made within 24 hours may be subject to a partial refund or no refund, depending on the caregiver’s policy.

2. Caregiver-Initiated Cancellations

• If a caregiver cancels a confirmed booking, the customer will receive a full refund.
• KobiCare may assist in finding a replacement caregiver upon request, subject to availability.
• Frequent last-minute cancellations by caregivers may result in account review or removal from the platform.

3. Emergency Cancellations

• In the event of an emergency (illness, accident, etc.), both customers and caregivers should notify KobiCare immediately.
• KobiCare will assess refunds on a case-by-case basis depending on the circumstances and documentation provided.

4. No-Shows

• If a caregiver fails to appear for a confirmed booking without prior notice, the customer will receive a full refund and the caregiver may face account suspension.
• If a customer fails to provide access or cancels without notice, no refund may be issued.

5. Refund Processing

• All refunds will be issued to the original payment method used.
• Refunds may take 5–10 business days to appear depending on the bank or provider.
• KobiCare reserves the right to deduct platform fees and transaction processing costs.

6. Modifications to Bookings

• Customers and caregivers may mutually agree to reschedule bookings through the platform.
• Changes to date or time must be confirmed by both parties. Additional charges or refunds may apply depending on the adjustment.

7. Platform Fees & Non-Refundable Charges

• KobiCare's booking and service fees are non-refundable unless the cancellation was due to platform error or system issue.
• Partial refunds (if applicable) will be calculated based on time remaining and services rendered.

8. Abuse of Refund Policy

• Abuse of the refund system (e.g., repeated false claims, bad-faith disputes) may result in account review or suspension.
• All refund requests are subject to investigation and verification.

9. Contact for Cancellations

• For help with cancellations or disputes, please contact KobiCare support:
• 📧 support@kobicare.com
• 📍 Protreon Inc. – Customer Support
• 2110 Thousand Trails Blvd, Clermont, Florida 34714