Refund & Cancellation Policy

Last Updated: 9 October 2026

This Policy explains when a CloseBy service may be cancelled, rescheduled or refunded. It forms part of the CloseBy Care Service Terms, and the words Payer, Service User and Services carry the same meaning there. Using CloseBy’s Services means you accept this Policy.

For the £55 Home Visit, you receive a full refund if CloseBy is unable to arrange your visit.

1. Cancelling a Booking

You may cancel or request to reschedule a service by emailing [email protected] or by replying to your coordinator through an approved booking or support channel.

More than 24 hours before the service. You may cancel or reschedule without charge. Any amount paid for the cancelled service will be refunded.

Less than 24 hours before the service. CloseBy may deduct a reasonable cancellation charge to cover costs already incurred or losses reasonably arising from the late cancellation. Any remaining balance will be refunded.

The amount charged will take into account the circumstances of the cancellation, including the notice given and whether CloseBy could reasonably reallocate the service.

2. Hospitalisation or Death

A cancellation charge applies only where the booking could proceed. Where a booking cannot proceed because of the hospitalisation or death of the Service User, CloseBy charges nothing for the cancellation and refunds the amount paid.

CloseBy may request reasonable evidence before processing the refund.

3. Services Already Started or Completed

Once a service has started or been completed, it is generally final, and a change of mind by the Payer or Service User does not lead to a refund.

However, where the service:

• was delivered differently from what was agreed;
• was materially incomplete; or
• fell short of the standard reasonably expected of the service,

CloseBy will assess the circumstances and may arrange a replacement, remedy the issue or provide an appropriate full or partial refund.

4. Missed Visits and Access Issues

A refund may be unavailable where a service provider attends as agreed but cannot provide the service because:

• the Service User or authorised person is unavailable;
• access to the location is withheld;
• incorrect or incomplete information was supplied; or
• the service cannot safely proceed because of circumstances outside CloseBy’s or the provider’s control.

CloseBy may deduct the reasonable costs incurred in arranging or attempting the visit.

This section gives way to Nigerian law where that law requires a different outcome.

5. Cancellation by CloseBy or a Provider

Where CloseBy or the assigned provider cannot deliver a confirmed service, CloseBy will use reasonable efforts to:

• arrange a suitable replacement provider;
• reschedule the service; or
• refund the amount paid for the affected service.

You pay nothing for a service that was undelivered because of a CloseBy or provider cancellation.

6. Prepaid Packages

Where several services have been purchased in advance:

• completed services remain chargeable;
• reasonable costs already incurred may be deducted where permitted;
• cancelled future bookings are handled under this Policy; and
• any refundable unused balance is returned to the Payer.

Cancelling one booking leaves the rest of the package in place.

7. Refund Processing

Approved refunds are returned using the original payment method, or another method agreed with the Payer.

CloseBy will process approved refunds within a reasonable period. Once a refund has been released, processing times depend on the relevant bank or payment provider, which sit outside CloseBy’s control.

8. Refund Requests and Complaints

Please make any refund request promptly, by emailing [email protected], and include:

• the relevant booking details; and
• a short explanation of the issue.

CloseBy may review the circumstances with the Payer, Service User and relevant provider before deciding the appropriate remedy. Each request is assessed on its facts.

9. Governing Law

This Policy and the provision of CloseBy services are governed by the laws of the Federal Republic of Nigeria, including applicable consumer protection laws.

Nothing in this Policy is intended to exclude or restrict any consumer right or remedy that cannot lawfully be excluded. Where a mandatory law applicable to a particular Payer cannot legally be excluded by agreement, that mandatory law applies to the extent required.

CloseBy may update this Policy from time to time. The version applicable to a booking is the version in effect when the booking is confirmed.