Cancellation & Reservation Changes Policy

When you confirm a Reservation with Haven, we set aside the time and resources necessary to fulfill it. This often means declining other requests during that period.

We understand that plans sometimes change. Our cancellation policy is designed to provide reasonable flexibility while protecting the time committed to your Reservation.

Standard Reservations

For individual visits and services that do not include overnight or extended-stay care:

  • More than 48 hours before the Reservation begins: No cancellation fee.

  • 24–48 hours before the Reservation begins: 50% of the cancelled services.

  • Less than 24 hours before the Reservation begins: 100% of the cancelled services.

Overnight & Extended-Stay Reservations

Overnight and extended-stay Reservations require a greater commitment of time and availability, often preventing us from accepting other clients during those dates.

  • 7 or more days before the Reservation begins: No cancellation fee.

  • At least 72 hours but fewer than 7 days before the Reservation begins: 50% of the cancelled services.

  • Less than 72 hours before the Reservation begins: 100% of the cancelled services.

Holiday Reservations

Holidays are among our highest-demand dates. Reservations that include a designated Haven holiday are subject to the following cancellation terms, regardless of the services reserved:

  • 14 or more days before the Reservation begins: No cancellation fee.

  • 7–14 days before the Reservation begins: 50% of the cancelled services.

  • Fewer than 7 days before the Reservation begins: 100% of the cancelled services.

Designated Haven Holidays

New Year's Day • Easter Sunday • Memorial Day • Independence Day • Labor Day • Thanksgiving Day • Christmas Eve • Christmas Day • New Year's Eve

When a Reservation includes a designated Haven holiday, the holiday cancellation terms take precedence over our standard and overnight policies.

Changes to a Confirmed Reservation

Changes that reduce the number of scheduled visits, shorten the duration of a Reservation, or remove previously confirmed services are subject to the applicable cancellation terms.

Cancellation deadlines are calculated from the scheduled beginning of the original Reservation, not from the individual services being removed.

Requests to add services or extend a Reservation are welcome, subject to availability.

Early Returns

If you return home earlier than anticipated, please notify Haven as soon as possible.

Any remaining services that are no longer needed will be considered cancelled and subject to the applicable cancellation terms.

Deposits & Refunds

Deposits are applied toward the total cost of your Reservation and are not additional fees.

If a Reservation is cancelled, any deposit or advance payment will be applied toward applicable cancellation charges. Any remaining refundable balance will be returned to the client.

If cancellation charges exceed the amount already paid, the remaining balance will be due.

Unexpected Circumstances

We recognize that unexpected circumstances can affect even the best-laid plans.

Haven may waive or adjust cancellation fees at our discretion when circumstances warrant. We consider these situations individually rather than attempting to define every possible exception.

Requesting a Cancellation or Change

Please submit routine cancellation and change requests through Haven's Portal whenever possible.

For urgent or last-minute changes, please contact us directly to ensure your request is received promptly.

Cancellation deadlines are based on when Haven receives your request.

If your plans change, please let us know as soon as possible. Advance notice gives us the greatest opportunity to adjust our schedule and accommodate your needs.