Payments, cancellations and disputes
When am I actually charged?
After the visit is complete and the professional has filed their report — not when you send a request, and not when they accept it.
You see the whole figure before you send a request: the professional's rate, the Pillow Care fee and tax at your provincial rate. Nothing is added afterwards.
What happens if I cancel?
Cancellation terms are set out on the pricing page. They apply the same way to every booking — there is no separate arrangement.
How do refunds work?
A refund is issued by our team against the booking it belongs to, and it reverses the professional's earnings for that visit at the same time. It is never taken out of a different visit.
If money has already reached the professional, we reverse that transfer before refunding you where we can. A refund is a record, not a message — you will see it against the booking.
I disagree with a charge. What do I do?
Raise it with us before your bank. Opening a dispute with a card issuer freezes the professional's earnings for that visit while it is investigated, and that lands on a person who may have done nothing wrong.
Tell us what happened and we will look at the booking, the messages and the visit report.
Can I get an invoice or a statement?
Yes. Invoices are on your bookings, and professionals can download a statement of their own earnings for a period, for their records or their accountant.
If someone is in immediate danger, call 911 now
Emergency services can reach you faster than we can. Call them first — this page will still be here.
If nobody is in immediate danger but something has gone wrong on a visit, report it from the booking, the message thread or the professional's profile. A person reads every report.
Other topics
Nothing here is medical advice, and none of it describes what will happen in your situation. If your question is not answered, talk to us.