Legal · We Care Connect
Billing & Cancellation
Transparent billing with no hidden fees. We only charge when care happens.
Last updated: April 1, 2026
Platform Fees
How Payment Works
Escrow model
We Care Connect uses a secure escrow model. When a booking is confirmed:
- Your payment is authorized and funds are held in escrow by our payment processor (Stripe).
- Funds are not released to the caregiver until the care session is marked complete.
- You have a 2-hour dispute window after each session ends.
- If no dispute is raised, funds are released to the caregiver automatically.
Caregiver payouts
Caregivers receive payouts via direct deposit (ACH) within 2–3 business days of a session being finalized. Payout schedules may vary during our pilot launch period.
Rate setting
Caregivers set their own hourly rates. We Care Connect does not set or cap caregiver rates. The family's total cost displayed at booking includes the caregiver's rate plus our 10% Care Protection Fee. There are no additional hidden charges.
Cancellation Policy
| Cancellation Timing | Family Refund | Caregiver Compensation |
|---|---|---|
| 24+ hours before session | Full refund (100%) | None |
| Less than 24 hours before | Partial refund (50%) | 50% of booking rate |
| Caregiver cancellation (any time) | Full refund (100%) | No payout |
| Emergency cancellation* | Full refund (100%) | Case-by-case review |
*Emergency cancellations (documented medical emergency, natural disaster, or similar) are reviewed individually. Contact support@wecaco.com within 48 hours with documentation.
Disputes & Refund Requests
How to file a dispute
- Disputes must be opened within 2 hours of a session's scheduled end time.
- File disputes through your account dashboard under 'Booking History' → 'Report an Issue'.
- Include a description of the issue and any supporting documentation (photos, messages, etc.).
- Our team will review and respond within 2 business days.
Resolution process
Both parties will have an opportunity to provide their account of events. Our team will make a determination based on the evidence provided. Decisions are final, though you may escalate billing disputes to Stripe directly for payment card matters.
Frequently Asked Questions
Contact Billing Support
For billing questions, contact billing@wecaco.com or visit your account dashboard. We respond within one business day.
Emergency & Protective Services