1. Visit Change/Cancellation Policy

Once our Care Pros have been assigned to a visit, they have committed their availability for the full duration. To safeguard this commitment, we have implemented Applicable Cancellation/Change Fees to minimise cancellations/changes.

For booking via SilverJoy Medicare website which is indicated as:

• “Requested” – We are still searching for a Care Pro. As such, no cancellation or change fees will apply.
• “Confirmed” – A Care Pro has been assigned to the booking. Cancellation or change fees will apply if the appointment date is in less than 5 days.

A change fee will be charged in the following scenarios when a CareOwner makes changes to the booking:

• Within 24 hours from appointment start time: $25
• Between >24 hours to 5 days from visit start time: $15
• More than 5 days from visit start time: No charges

A cancellation fee will be charged in the following scenarios when a Care Owner cancels the visit:

• Within 24 hours from visit start time: Full service fees of the visit
• Between >24hours to 5 days from the appointment time: $25
• More than 5 days from the appointment time: No charges

Fee Waiver

We understand that care plans may change at short notice when unexpected situations arise. If you are making a cancellation/change due to an extenuating circumstance, you may submit a request for a fee waiver. All waivers will be reviewed on a case-by-case basis and SilverJoy Medicare’s decision shall be final and binding.

Requests for a fee waiver must be submitted within 7 days after cancelling/changing the appointment date by writing in to enquiry@sjm.sg

2. Refund Policy

Our charges (including the Pay As You Go, Package and other charges) are non-refundable unless specifically communicated otherwise at the time of purchase.

However, we understand that care plans may change due to unforeseen circumstances and will provide a full or partial refund to CareOwners only in the following circumstances:

• Within 3 days from the date of your package payment
• Care Recipient has passed away
• Unfortunate service lapse by a Care Pro

For the above circumstances, you may be charged a fee to cover the cost of any services you may have used prior to your cancellation and be asked to provide documented proof of the changed circumstance. All refunds will be reviewed on a case-by-case basis and SilverJoy Medicare’s decision shall be final and binding.

Once the refund has been approved, payment will be credited back to your account within 3 business weeks

To request for a refund, please email to silverjoymedicare@sjm.sg and we will respond within 2-3 business days.

3. Package Transfer Policy

We understand that care plans can change and the intended Care Recipient may no longer require care services.

Prepaid Packages are transferable between the intended Care Recipient to another Care Recipient under the same Care Owner. However, transfers between different Care Owners are not permitted.