Refunds and Return Policy | Family First Care Agency

Last Updated: May 18, 2026

Overview

At Family First Care Agency LLC, according to our Refund policy home care services Federal Way WA, we provide home care services in Federal Way WA including bathing and grooming, meal preparation, and medication management. Because we deliver personalized, in-home services rather than physical products, refund policy home care services Federal Way WA, our refund and return policy is tailored to service-based billing, cancellations, and unused care hours.

We believe in transparency, fairness, and building trust with every client family. Please read this policy carefully.refund policy home care services Federal Way WA. By using our services, you agree to the terms below.

Do We Offer Refunds for Services?

In general, we do not offer cash refunds for services already rendered. However, we provide credits, prorated adjustments, or partial refunds in specific situations outlined below: refund policy home care services Federal Way WA

Billing and Payment Terms

Hourly Billing

• Services are billed in 15-minute increments
• Minimum visit duration: 2 hours
• Overtime rates apply after 8 hours per day or 40 hours per week

Prepaid Packages

If you choose a prepaid package (e.g., 20 hours, 50 hours, 100 hours):

• Prepaid hours are valid for 90 days from date of purchase
• Unused hours after 90 days are forfeited (no refund)
• Prepaid hours are non-transferable to another person

Insurance and Third-Party Billing

• If we bill your insurance or long-term care provider, refunds follow their policies
• You are ultimately responsible for any denied or uncovered amounts

Cancellation Policy

We understand that schedules change. To be fair to our caregivers and other clients, refund policy home care services Federal Way WA, we require:

How to cancel a visit:
Call us at +1 (206) 990-1348 as soon as possible. You may also email info@familyfirstcareagency.com, but a phone call is strongly recommended for urgent cancellations.refund policy home care services Federal Way WA

Missed Visits by Caregiver

If a scheduled caregiver does not arrive and we do not provide a replacement:

1. You will receive a 100% credit for that missed visit
2. The credit will apply to your next billing cycle
3. We will prioritize rescheduling a replacement visit as soon as possible

Dissatisfaction With a Service Visit

Your satisfaction matters to us. If you are unhappy with a specific visit:

1. Notify us within 48 hours of the visit
2. Describe the issue (e.g., late arrival, incomplete tasks, behavior concerns)
3. We will investigate and offer either:
   • A replacement visit at no charge
   • A credit toward future services
   • A partial refund (in rare cases, at our discretion)

Refunds are not provided for subjective dissatisfaction without an attempt to resolve the issue first.

refund policy home care services Federal Way WA: Termination of Services

By Client

If you choose to stop using our services:

• Provide 7 days written notice (email or letter)
• Any unused prepaid hours will be refunded on a prorated basis (minus any outstanding balances)
• Refunds are issued within 30 days of termination

By Agency

We reserve the right to terminate services immediately if:

• Non-payment of invoices past 30 days
• Threatening, abusive, or unsafe behavior toward caregivers
• Violation of our care agreement terms

In such cases, no refund is provided for unused prepaid hours.

How to Request a Refund or Credit

To request a refund, credit, or dispute a charge, refund policy home care services Federal Way WA:

Step 1: Contact Us

📞 Call: +1 (206) 990-1348
✉️ Email: customerservice@familyfirstcareagency.com
📧 Or use: info@familyfirstcareagency.com

Step 2: Provide Information

Please include:

• Your full name
• Client’s name (if different)
• Date(s) of service in question
• Invoice number (if available)
• Reason for refund request

Step 3: Wait for Review

We will respond within 5 business days. Complex cases may take up to 14 days.

Refund Processing as per our refund policy home care services Federal Way WA

Approved refunds are issued as follows:

Non-Refundable Items: refund policy home care services Federal Way WA

The following are not eligible for refunds:

• ✗ Services already provided (even if you were dissatisfied without proper notification)
• ✗ Late cancellation fees (less than 24 hours notice)
• ✗ Administrative fees (e.g., care plan development, initial assessment — if stated separately)
• ✗ Prepaid hours expired beyond 90 days
• ✗ Third-party products purchased on your behalf (e.g., groceries, supplies)

Billing Disputes

If you believe you were billed incorrectly:

1. Do not withhold payment while disputing (late fees may apply)
2. Submit a written dispute within 30 days of the invoice date
3. We will investigate and adjust your next invoice if we find an error

Unresolved disputes may be submitted to the Washington State Attorney General’s Office or small claims court in King County, Washington.

No Physical Product Returns

Because we provide home care services (not physical goods), we do not accept returns of any items. If a caregiver purchases groceries or supplies on your behalf with your permission, those items are non-refundable.

Contact Us About This Policy

If you have questions about our refund and return policy, billing, or a specific charge:

Family First Care Agency LLC

📞 Phone: +1 (206) 990-1348

✉️ Billing Email: customerservice@familyfirstcareagency.com

✉️ General Email: info@familyfirstcareagency.com

📍 Mailing Address:
4029 SW 328TH STREET
FEDERAL WAY, WA 98023