This Refund & Cancellation Policy explains when payments made through BabySOS are refundable. It is part of our Terms of Service. Because BabySOS connects Parents with independent Caregivers, refunds depend on the type of payment and the timing of any cancellation.
1. Overview
Payments on BabySOS generally fall into three categories: (a) care payments for a Booking with a Caregiver; (b) service or platform fees charged by BabySOS; and (c) background-check fees paid by Caregivers. Each is treated differently below. All payments are processed securely through our payment partner, Stripe.
2. Booking cancellations
You may cancel a Booking through the app. The refund you receive depends on when you cancel relative to the scheduled start time:
| When you cancel | Care payment refund |
|---|---|
| Before the Caregiver accepts | Full refund of any pre-authorized amount |
| More than 24 hours before start | Full refund of the care payment |
| Within 24 hours of start | Partial refund may apply; a cancellation fee may be retained |
| After care has begun / no-show | Generally non-refundable for time reserved or worked |
If a Caregiver cancels a confirmed Booking, the Parent receives a full refund of the care payment for that Booking. The exact amounts and any applicable cancellation fees are shown in the app before you confirm a cancellation.
3. When care payments are refundable
Beyond standard cancellations, you may be eligible for a full or partial refund of a care payment if:
- The Caregiver did not show up or did not provide the agreed care;
- The care was materially different from what was booked; or
- A verified safety or service issue occurred, as determined by BabySOS after review.
Refund requests for completed bookings should be submitted within 7 days of the scheduled care. We review each request in good faith and may contact both parties before deciding. Approved refunds are returned to your original payment method; processing times depend on your bank or card issuer (typically 5 to 10 business days).
4. BabySOS service fees
Service or platform fees charged by BabySOS are generally non-refundable once a Booking is confirmed, except where the Booking is cancelled by the Caregiver, where required by law, or where BabySOS determines a refund is warranted. Where a care payment is fully refunded due to a Caregiver cancellation or a verified issue, any associated BabySOS service fee for that Booking will also be refunded.
5. Background-check fees
Background-check fees paid by Caregivers cover screening services performed by a third-party consumer reporting agency. Because these services are rendered once initiated, background-check fees are non-refundable once the screening process has started, regardless of the result. If a technical error prevents the screening from being initiated at all, contact us for a review.
6. SOS requests
Sending an SOS is free. If an SOS results in a confirmed Booking, that Booking is subject to the cancellation and refund rules in Sections 2 to 4. BabySOS does not charge a fee simply for broadcasting an SOS that no Caregiver accepts.
7. Disputes & chargebacks
If you believe you were charged in error, please contact us first at support@babysos.app so we can resolve it quickly, which is usually faster than a bank dispute. Initiating a chargeback without contacting us may result in temporary suspension of your account while the dispute is investigated. We reserve the right to contest chargebacks we believe are not valid.
8. How to request a refund
- Open the BabySOS app and go to the relevant Booking, or email support@babysos.app.
- Tell us the Booking, the amount, and the reason for your request.
- We'll review and respond, typically within 3 to 5 business days.
- Approved refunds are issued to your original payment method.
9. App store & in-app purchases
Care payments, service fees, and background-check fees are processed by BabySOS through Stripe and are governed by this Policy. If you ever purchase a digital product or subscription processed directly by the Apple App Store or Google Play (rather than by BabySOS through Stripe), those purchases are subject to the applicable store's refund policies, and refund requests for them must be made through Apple or Google:
- Apple: request refunds at reportaproblem.apple.com.
- Google Play: request refunds through the Google Play Store or your Google account order history.
10. Contact us
Questions about a refund or cancellation? We're here to help.
BabySOS, Inc.
Email: support@babysos.app