Thank you for your openness with us on this matter. We greatly appreciate you rating the quality of our care so highly, though it is disappointing to see you rate the overall experience with our services so low. While we do not enjoy including cancellation fees in our care agreements, this practice, common among care providers, is necessary to ensure fair wages for our Care Professionals, who provide high-quality care. Our signed agreement with you outlines these fees, and we apologise if they were unexpected when the package was cancelled early. We strive to provide thorough and transparent care agreements and welcome any feedback on how we can better communicate them. We are always open to discussing the agreement further and will do what we can to improve your opinion of our service. Please feel free to contact us at 01509 426 037 or via the direct contact details provided previously. Please send your mother our best regards; it was a pleasure to support her.