Thank you Janet for your feedback. We used to have a 48 hour cancellation period however it was becoming increasingly common for clients to cancel their calls in this time frame often leaving large gaps on staff rotas, or that other clients had asked for alternative times/duration to which we had to decline but then in hindsight, we could have met their preferences. We decided to amend the cancellation policy so that once rotas and client sheets are finalised, any calls cancelled after this point are chargeable. For any client cancelling, 10% or more of their care over a short period of time, will be offered the retainer fee in order to keep their desired time/duration for when they wish for care to recommence. This enables clients to continue with their normal care package as they desire. Without this retainer fee, we are left with spaces that otherwise could be filled as we have a waiting list for people wanting care. I hope this explains the reasoning behind our cancellation policy.