Reservation, Payment & Cancellation Policy

A 50% reservation deposit is required to reserve care dates and times. Care dates are not confirmed until the deposit has been received and availability has been approved by Cloudland Family Care.

The reservation deposit is applied toward the final booking balance.

The remaining balance is due 48 hours before scheduled care begins.

If the remaining balance is not received by the due date, the reservation may be cancelled and the reserved care time may be released.

Cancellations made more than 7 days before scheduled care may be eligible for a refund of payments received, less any applicable payment processing fees.

Cancellations made within 7 days of scheduled care make the reservation deposit non-refundable.

Cancellations made within 48 hours of scheduled care make all payments received non-refundable due to the inability to reasonably rebook the reserved care time.

Families are billed for the full reserved care period, regardless of whether care concludes earlier than scheduled.

Reserved care time is held exclusively for the family and cannot be offered to another booking once confirmed.

Additional care time requested beyond the reserved period may be available by request and approval.

Additional time will be billed at the applicable hourly rate.

If a family returns later than the scheduled care end time, additional care time will be billed at the applicable hourly rate.

Availability for extended care is not guaranteed and depends on the provider's schedule and prior commitments.

Rescheduling requests are reviewed on a case-by-case basis and are subject to availability.

In certain circumstances, Cloudland Family Care may allow a deposit or payment to be transferred to a future booking at its discretion.

Weather, illness, travel disruptions, and emergencies are reviewed on a case-by-case basis.

Cloudland Family Care will make reasonable efforts to work with families when unexpected circumstances occur, but refunds or transfers are not guaranteed within the stated cancellation windows.

Refunds, when approved, may be reduced by any non-refundable payment processing fees charged by the payment processor.

Submitting a care request does not confirm a booking.

A booking is confirmed only after availability has been reviewed, care details have been approved, and the required reservation deposit has been received.