Care24Japan Cancellation Policy
Article 1 (Purpose)
The purpose of this Cancellation Policy is to establish the conditions and cancellation fees when a service user (hereinafter referred to as the "User") changes or cancels a confirmed matching service reservation for visiting care, visiting nursing, rehabilitation, etc. (hereinafter referred to as the "Reserved Work") on "Care24Japan" (hereinafter referred to as "this Service") operated by Medical Informatics Inc. (hereinafter referred to as the "Company").
Article 2 (Cancellation Fee Accrual Standards and Ratios)
If the Reserved Work is canceled or changed due to the User's convenience, a cancellation fee shall accrue depending on the following timing based on the reservation date and time. Furthermore, the base time for all judgments shall be cut off at "15:00".
| Timing of Cancellation/Change Request | Ratio of Cancellation Fee |
|---|---|
| Cancellation/change after 15:00 three days prior to the reservation date | 50% of the reservation fee |
| Cancellation/change after 15:00 two days prior to the reservation date | 75% of the reservation fee |
| Cancellation/change after 15:00 the day before the reservation date | 100% of the reservation fee (full burden) |
| Cancellation/change prior to the above (before 15:00 three days prior to the reservation date) | No cancellation fee (Free) |
Article 3 (Handling of Changes to Reservation Details)
- Shortening of reservation time: If a confirmed reservation time is shortened, the shortened time will be deemed a cancellation, and a predetermined cancellation fee will accrue for the shortened portion's fee based on the standards in Article 2.
- Extension of reservation time: If a confirmed reservation time is extended, the extended portion will be treated as a new spot usage application, and an additional fee for the extended portion will accrue.
- Exceptions for schedule changes: Even if a schedule change is due to the convenience of the User or the care recipient, the cancellation fee in Article 2 shall apply in principle. However, this shall not apply if the adjustment is specially approved by our system and the care supporter (hereinafter referred to as the "Supporter"). If the adjusted schedule falls under addition reasons such as overtime or same-day reservation, additional fees will accrue based on the modified rate.
Article 4 (Handling of Nomination Reservations and Allowances)
If a User cancels a case that was reserved by nominating a Supporter (nomination reservation), the nomination fee (330 yen per hour) shall also be subject to the cancellation fee. Even if the cancellation fee for the basic fee is 50% or 75% based on Article 2, the full amount (100%) of the nomination fee shall be added to the cancellation fee. However, if the cancellation occurs within the "no cancellation fee (free)" period, the cancellation fee for the nomination fee will not accrue.
Article 5 (Handling of Actual Expenses and Transportation Expenses)
If the Reserved Work is canceled in advance, the flat transportation fee of 990 yen and other actual expenses will not accrue. However, if damages occur due to a last-minute cancellation, such as the Supporter having already begun the visit, an amount equivalent to the actual expenses may be billed.
Article 6 (Cancellations due to the Company or Supporter's Convenience)
If the provision of work becomes impossible due to sudden illness of the Company or the Supporter, or other force majeure and convenience, resulting in the reservation being canceled, no cancellation fee whatsoever shall accrue to the User.
Supplementary Provisions
This Policy shall be enacted and enforced from September 1, 2026.