Refund & Cancellation Policy

1. Scope

This policy explains how refunds, cancellations and payment adjustments work for amounts paid to Family Nest Hub through the Platform, including the Family Access Fee and services requested through the Book a Service route.

Family Nest Hub is a platform and booking intermediary. Providers remain self-employed / independent and are responsible for the services they deliver unless we expressly state otherwise in writing.

2. Definitions

• Family Access Fee: a one-time payment of £24.99 which unlocks messaging and access to the Family Dashboard.
• Provider: an individual or business offering services through the Platform as an independent, self-employed provider.
• Platform Services: access to the directory, dashboard features, messaging tools and related platform functionality.
• Book a Service: the route through which a Family submits a request for wider family support services such as tutoring, cleaning, mothers help, meal prep and similar support.

3. Family Access Fee (£24.99)

The Family Access Fee is a one-time payment that unlocks access to Platform Services, including secure messaging.

3.1 When it is generally non-refundable

• Once your account has been activated and access to the paid Platform Services has been granted, the Family Access Fee is generally non-refundable.
• We do not refund the Family Access Fee simply because a user changes their mind, decides not to continue, or does not ultimately contact or engage a Provider after access has been granted.

3.2 Duplicate payments or technical issues

• If you are charged more than once for the same Family Access Fee, we will refund any duplicate charge(s).
• If you paid but access was not activated because of a technical issue on our side, we will either activate access promptly or refund the payment if the issue cannot be resolved within a reasonable time.

4. Provider Registration

Provider registration may be free or subject to fees shown on the Platform from time to time. If a Provider fee is introduced in future, any refund rights relating to that fee will be stated clearly at checkout or in the relevant provider terms.

5. Book a Service Payments

For services requested through Book a Service, Families may pay Family Nest Hub through the Platform. In those cases, Family Nest Hub collects the payment and may pass the relevant balance on to the Provider after deducting applicable fees and adjustments.

5.1 Family Nest Hub service fee

Unless otherwise stated on the Platform or in writing, Family Nest Hub applies a 20% platform/service fee to bookings made through the Book a Service route. The remaining balance is payable to the Provider, subject to any permitted deductions such as refunds, chargebacks, payment processing charges, credits, promotions or other adjustments.

5.2 Provider cancellations, family cancellations and non-attendance

• If a Provider cancels before the booked service begins and no suitable replacement is agreed, the Family will generally receive a refund of the amount paid for that cancelled service, subject to any non-refundable admin or transaction charges clearly disclosed at the time of booking.
• If a Family cancels, the refund amount will depend on the timing of cancellation, any work already carried out, any non-recoverable costs, and any terms shown at checkout or agreed at the point of booking.
• If a Family is unavailable, does not attend, or prevents the booked service from being delivered, refunds may be reduced or refused depending on the circumstances and the costs already incurred.

5.3 Disputes about service delivery

If there is a dispute about whether a booked service was delivered properly, Family Nest Hub may place the relevant payment on hold while the issue is reviewed. We may request evidence from the Family and/or Provider before deciding whether to release funds, issue a full refund, issue a partial refund, or reject the request.

6. Cancellations & Refunds

Cancellation rights, rescheduling options and refund outcomes may vary depending on the nature of the booking, the timing of cancellation, whether the booking was confirmed, and whether any service has already been delivered or costs incurred.

• Cancellation requests should be made as early as possible.
• We may issue full refunds, partial refunds, credits or no refund depending on the circumstances.
• Where a refund is not appropriate, we may offer a reschedule or account credit where reasonable.

7. Refund Exceptions & Statutory Rights

Nothing in this policy affects your legal rights. Where consumer protection law requires a refund or other remedy, we will honour those rights.

If you believe you have a legal right to cancel or a legal basis for a refund, contact us and we will review your request fairly.

8. How to Request a Refund

Email info@familynesthub.co.uk with:

• Your full name and the email address used on the Platform
• Order or invoice reference, if available
• Date and amount paid
• The reason for the request
• Any helpful evidence, such as screenshots, messages or receipts

9. Processing & Timelines

• Approved refunds are returned to the original payment method used at checkout.
• We aim to respond to refund requests within 7 working days.
• Once approved, payment processors and banks typically take 5–10 working days to complete the refund, although timings can vary.
• Where a service dispute requires investigation, the review period may be longer.

10. Contact

Family Nest Hub · info@familynesthub.co.uk

Tip: if your request relates to Book a Service, include the booking date, service type, and the Provider name if known.