General Policy

Ashleigh & Co. Estate Care Services (“Company”) provides non-medical home care and placement concierge services on an hourly, scheduled basis. Payments made for services are applied toward scheduled care and are generally non-refundable, except as outlined below.

Prepaid Services & Retainers

• Prepaid service hours are valid for the agreed-upon schedule only.

• Retainers or deposits are non-refundable but may be applied toward future services if rescheduling occurs with proper notice.

• Refunds will not be issued for unused prepaid hours unless required by law.

Cancellations

• Services canceled with at least 24 hours’ notice may be rescheduled without penalty.

• Services canceled with less than 24 hours’ notice may be charged at 50% of the scheduled service cost, and prepaid amounts will be applied accordingly.

• If a caregiver is unable to attend a scheduled shift and a replacement cannot be provided, the Client will receive a full credit for the missed time.

Medicaid & Insurance Clients

• For Medicaid, long-term care insurance, or other covered services, refunds will be processed in accordance with the applicable program’s rules.

• Clients remain responsible for any uncovered balances or services not authorized by their plan.

Refund Processing

• Approved refunds will be issued within 10–15 business days by the original method of payment.

• Refunds may be reduced by outstanding balances, service fees, or cancellation charges.

Non-Refundable Items

The following are strictly non-refundable:

• Administrative or onboarding fees.

• Retainers for concierge placement services once initial work has commenced.

• Hours already rendered, even if the client chooses to end a visit early.

Company Discretion

Ashleigh & Co. reserves the right to make exceptions on a case-by-case basis in alignment with company values of fairness, discretion, and client satisfaction.