Payment Requirements
ALL SERVICES MUST BE PAID IN FULL BEFORE CARE BEGINS

New Clients: Payment due at time of booking, minimum 48 hours before scheduled service
Returning Clients: Payment due 24 hours before scheduled service
Payment Methods Accepted: Credit card, debit card, ACH bank transfer via Square
Card on File: Required for all clients for emergency situations or service extensions
Booking Process
Complete intake assessment
Receive service quote/invoice via Square
Pay invoice in full
Receive booking confirmation with caregiver details
Service provided on scheduled date/time
 
Cancellation & Refund Policy
Client-Initiated Cancellations
More than 48 hours notice:

Full refund minus $25 processing fee
24-48 hours notice:

50% refund of total service cost
Less than 24 hours notice:

25% refund of total service cost
No-show or same-day cancellation:

No refund
Emergency Cancellations (Full Refund Available)
Full refunds will be provided for documented emergencies:

Senior hospitalization (hospital documentation required)
Death in immediate family
Natural disaster or evacuation order
COVID-19 diagnosis for senior or household member (positive test documentation required)
Other emergency situations reviewed on case-by-case basis
Emergency refund requests must be submitted within 48 hours of scheduled service with supporting documentation.

Company-Initiated Cancellations
If we must cancel due to caregiver illness, emergency, or inability to provide service:

Full refund processed within 3-5 business days
Attempt to arrange alternative date when possible
 
Service Extension & Overages
If care extends beyond scheduled time (with client approval):

Appropriate hourly rate charged for additional time based on time of day
Payment processed from card on file within 24 hours
Receipt sent via Square
 
Late Payment Policy
While we require prepayment, any additional charges (service extensions, supplies, etc.) are due immediately:

Overdue balance = suspension of future services until paid in full
Accounts 30+ days overdue may be sent to collections
$35 late fee applied to balances 15+ days overdue
 
Billing Disputes
If you have concerns about your bill:

Contact us within 5 business days of service
Provide specific details of dispute
We will review and respond within 3 business days
Adjustments/refunds issued if appropriate
 
Recurring Service Clients
Weekly/Regular Care Arrangements
Weekly invoicing: Sent every Monday for upcoming week's services
Payment due: 48 hours before first scheduled shift of the week
Autopay option: Available through Square with card on file (recommended)
Missed payment: Results in cancellation of that week's scheduled services
Monthly Packages
Invoice sent 7 days before start of month
Payment due 3 days before first service of month
5% discount for prepaid monthly packages (80+ hours)
 
Rate Increases
We reserve the right to adjust rates with 30 days written notice to active clients. Existing clients will be grandfathered at their current rate for 60 days after notice.

 
Terms & Conditions
By booking services, client agrees to:

Provide accurate health and safety information about senior
Disclose any behavioral concerns, medical conditions, or safety risks
Provide authorization for background checks for anyone over age 14 who will accompany senior
Communicate any changes in senior's condition immediately
Provide all necessary medications, medical supplies, and special dietary items
Respect caregiver's professional boundaries
Drop off and pick up senior at agreed-upon times
Failure to comply may result in service termination without refund.

 
Service Eligibility & Safety Requirements
We reserve the right to decline service to any client for any reason. For the safety of our staff and household, we conduct intake assessments prior to accepting new clients. Services may be declined or terminated if:

Client poses safety risk to caregiver or others
Care needs exceed our capabilities
Required background checks or information are not provided
Any misrepresentation of care needs or household situation
Client or accompanying individuals have history of violence, sexual offenses, or threatening behavior
All decisions are final and at sole discretion of Sunset Crest Senior Home.

 
Contact for Billing Questions
Sunset Crest Senior Home Phone:253-561-9363 Email: [email protected]

All policies subject to change with 30 days notice to active clients