Cancellation Policy
Plans change. Here is exactly what happens when a visit is cancelled, so there are no surprises on your invoice.
If you cancel a visit
| When you cancel | What you pay |
|---|---|
| 24 hours or more before the visit startsThere is time to offer the shift to another family, so nobody loses out. | 0%No charge |
| Less than 24 hours before the visit startsYour caregiver has already held the time and usually cannot fill it. The fee goes to them. | 50%Half the visit |
| After the visit was due to start — including a lockout, a turn-away, or no answer at the doorYour caregiver travelled to the home and made the trip. The fee goes to them. | 100%The full visit |
Percentages apply to the cost of that scheduled visit only. There is no separate cancellation fee, no minimum number of hours, and no long-term contract — cancel 24 hours ahead and you pay nothing.
When you are never charged
- Your caregiver cancels — we look for a replacement and you are not charged.
- NEXA cancels the visit for any reason.
- The visit is not worked and none of the tiers above apply.
How to cancel
Cancel or reschedule from your client portal, or call your care coordinator. If you are cancelling because something went wrong, tell us — we would rather send a replacement caregiver than take a cancellation.
How this fits your agreement
This is the “Cancellation Schedule” referred to in your Master Service Agreement (sections 7.1 and 16.6). If we change it, the version published here at the time you cancel is the one that applies.