Care.com

We apologize for any misunderstanding, however, all of our memberships are subscription-based and automatically renew until canceled as stated on our purchase pages.? Cancellation options exist for our members through their account settings page. Charges over 30 days old are non-refundable as per our Terms of Use. Our call center number is displayed on our FAQ page.

Pursuant to the Care.com Privacy Policy and Terms of Use, Care.com is not required to release the specific details as to why an account has been closed. However, below is a list of common reasons why an account may be terminated.
As a membership-based online community, Care.com reserves the right, in its sole discretion, to remove a member's Care.com membership for any reason or no reason, with or without notice. If we terminate your registration, we have no obligation to notify you of the reason, if any, for your termination.

If your account is closed by Care.com and a link is provided to access additional information, you generally have 10 days for the link to continue to be active. After 10 days, the link will no longer work.

All of our memberships are subscriptions and will auto-renew and this is highlighted on both billing pages when upgrading the account. Members who are caregivers are not required to upgrade and the account can be used as long as it is active. We are a self-service site and do provide additional tips, tools and products to help our members' profile stand out when applying to jobs. This member did reach out to us and was provided a refund according to our Terms of Use.

This member upgraded the account to the yearly membership on October 31, 2019. She did reach out to us to let us know that she did not want an entire year. She had used the premium membership by the time she contacted us, so we were not able to refund completely, but the membership was changed to a monthly and a refund for the difference was processed.

We want to acknowledge that the member Mr. feels deceived by his experience with Care.com.As was previously explained, it is the responsibility of the member to cancel their subscription wheneverthey see fit. I apologize to Mr. if he was not aware of this, but as was shown in the previousresponse this information was readily available during enrollment. There is no record of a cancelationrequest.When Mr. contacted Care.com, a representative reviewed his request to determine if the mostrecent subscription charge met the eligibility requirements in accordance with the Refund Policy. Mr.’s subscription was not eligible for a refund. In further review, it appears the account wassuccessfully downgraded in November of 2016. The account was then upgraded again in June of 2017.As provided in our previous response the renewal feature was clearly explained at the time when Mr. upgraded to a Premium Subscription. This feature is also clearly explained along with our refundpolicy in Section 8 of Care.com’s Terms of Use, which Mr. agreed to at the time of enrollment onthe site.We apologize or any confusion. Care.com offers a very thorough Help section designed to offerimmediate assistance for account management, as well as 24 hour email support and call center supportM-F. I would encourage Mr. to reach out to us at any time in the future for clarification orassistance with his account.

We want to acknowledge that the member Ms. attempted to purchase aPremium membership and incurred multiple pre-authorization holds and feels deceivedby her experience with Care.com.When Ms. contacted Care.com, a representative explained how to view thebilling history on her account and confirm the charges had not been processed. Arepresentative also explained that pre-authorization holds are from the card issuingbank rather than Care.com. Ms. has been encouraged to contact her bankregarding their policy on holds.Additionally, Care.com takes feedback from our members very seriously and is alwaysstriving to provide the best membership experience for them. We appreciate Ms.’s feedback and as such, I have personally submitted her feedback to theappropriate department on her behalf.

We want to acknowledge that Ms. states that she was not aware that her quarterly subscription withCare.com would automatically renew. We also want to acknowledge that Ms. had requested a refundof the most recent charge and was denied this request.We first want to clarify that all Care.com subscriptions automatically renew until cancelled and thisinformation is stated in two locations prior to a member submitting their upgrade payment. Please notebelow that we have included images of the two locations this information was displayed.Please note that the information above states that “All subscriptions are automatically renewed untilcancelled. Local sales tax may be added to your subscription.” Once the member selects their subscriptionlength, they are then brought to the page to input their credit card information and then they submit theirpayment. Before hitting the submit button they are given full disclosure about auto renewal and the price ofthat renewal. Please refer to the image below.Ms. upgraded to a three-month subscription on July 9, 2019. This subscription was not cancelled andthen renewed again on October 9, 2019. Ms. reached out to our Member Care team on 11.17.2019requesting a refund of her most recent charge. The representative, following our refund policy guidelines,denied her request for a refund. Our refund guidelines state that only charges within the past 30 days on anaccount that has not been used since the renewal date are eligible for refund. Because 30 days had passedsince Ms. had reached out, she was denied her request.However, we want to note that on 11.21.2019 a member care representative reached out to Ms. viaemail to let her know that an exception was made to our guidelines and a refund in the amount of $57 wasissued to her. It may take up to seven days for her to see this reflected on her bank account. Her accounthas been downgraded back to a free basic membership and no further charges will be incurred.We do hope that this resolution satisfies Ms. and ask that if she has any further questions that shereaches out to our Member Care Team anytime.

We want to acknowledge that Ms. *** claims to have not been aware thather subscription has been renewing for several years with Care.com. We also want toacknowledge that she states she reached out to us several times via email to request that thepayments stop.We first want to explain that all Care.com subscriptions automatically renew until cancelled.This information is stated at the time of upgrade. We do not offer one-time only subscriptions.The screenshots below show exactly the steps that the member had to take to upgrade theiraccount to a paid membership with Care.com. We sincerely hope this explanation helps to clarifythe matter.The following screenshot is the exact pricing chart that would have been seen by Ms. *** when selecting her membership. Please note that just below the subscriptionoptions it very clearly states, “All subscriptions are automatically renewed until cancelled.”Once a member selects the length of subscription they would like, they are brought to this nextsection.For clarification, the above text reads: By submitting this form, you agree that your creditcard will be charged according to the plan you selected. You also agree that yoursubscription will automatically renew and you authorize us to charge your credit card $39monthly, plus any applicable sales tax, unless you cancel your subscription before it renewsby contacting us at *** or ***.Additionally, once a member upgrades to a Premium Subscription, they receive an automaticbilling confirmation sent to the email address on file. The email explains the subscription planselected, renewal date and amount of next charge to be billed. Instructions on how to downgradeor cancel their subscription are provided as well as our Member Care Team contact informationshould they require assistance before the end of their current subscription term. An email wassent to Ms. *** on 7.10.2015The renewal of a subscription can be cancelled at any time, but if it is not cancelled, all accountsrenew based on the chosen subscription. Ms. *** upgraded her account on7.10.2015 choosing the monthly option for $39, agreeing to our renewal policy. Since there wasno downgrade made to her account, Ms. ***’s membership has renewedeach month on the tenth of the month.Ms. *** states that she has sent several ceases and desist emails to usrequesting to cancel her subscription. With the contact information she has provided, we haveonly located one account in her name, and we have received no emails from her and no phonecalls regarding her account. We want to be sure to clarify that all communication from ourmembers is thoroughly documented.Ms. *** has requested a refund of all charges since she last used the site.Our refund criteria are as follows:Except as set forth by the below criteria, Care.com subscriptions are nonrefundable, andthere are no refunds or credits for partially unused periods. Exceptions for renewalcharges specifically may be made if your account meets the following criteria (please notethat this exception applies only to the most current renewal charge, and not the initialupgrade charge on your account):• Your account has not been used since the most recent renewal charge, AND• Your request for a refund is made within thirty (30) days of the most recent charge.Charges older than thirty (30) days are not eligible for a refund under any circumstances.This applies to any membership length (i.e., 1 month, 3 months, or 12 month). Additionally,no refunds will be offered for discounted monthly installment plans, bundled packages,background checks, or products and services purchased through any third - partypromotions or organizations.We have refunded the most recent charge that Ms. *** incurred on11.10.2019 in the amount of $39. As a courtesy, we have also refunded two additional charges,totaling a refund of three months for $117 Unfortunately, per our Terms of Use we are not ableto issue any additional refunds for any other charges to Ms. *** 's account.Her account has also been downgraded back to a free basic membership and no further chargeswill be incurred.Ultimately, Care.com members are responsible for managing and cancelling their accounts. Thewebsite offers a very thorough Help section designed to offer immediate assistance for accountmaintenance, as well as 24-hour email support and call center support M - F. We do apologize ifMs. *** found it difficult to reach out to our Member Care Team. Ouremail team can be reached at *** and our call center number is Our toll-freenumber is ***.We sincerely hope that this clarifies the membership options that was given and illustrates howreadily available this information is during enrollment. We would encourage Ms. *** to reach out to us at any time in the future for clarification or assistance with heraccount.

We want to acknowledge that the member Ms. claims to have not understood the Care.comsubscription when she enrolled and feels deceived by her experience with Care.com.As was previously explained, it is the responsibility of the member to cancel their subscription wheneverthey see fit. I apologize to Ms. if he was not aware of this. When Ms. contactedCare.com, a representative reviewed her request to determine if the most recent subscription chargemet the eligibility requirements in accordance with the Refund Policy. Ms.’s subscription waseligible for a refund of the most recent renewal. After further review, an addition five months wererefunded to Ms. as an exception to our refund policy.The renewal feature was clearly explained at the time when Ms. upgraded to a PremiumSubscription. This feature is also clearly explained along with our refund policy in Section 8 ofCare.com’s Terms of Use, which Ms. agreed to at the time of enrollment on the site.Care.com offers a very thorough Help section designed to offer immediate assistance for accountmanagement, as well as 24 hour email support and call center support M-F. I would encourage Ms. to reach out to us at any time in the future for clarification or assistance with her account.

Care.com understands Ms. is not satisfied with our prior response. As provided in ourcorrespondence, the renewal feature was clearly explained at the time when Ms. upgraded to aPremium Subscription. This feature is also clearly explained along with our refund policy in Section 8 ofCare.com’s Terms of Use. Ms. agreed the renewal of her subscription at the time of enrollmenton the site. Ms.’s account has been refunded the maximum amount per our refund policy andTerms of Use.

The payment that she is referring to was never processed and was returned to her bank account. This member has successfully enrolled again.

We were able to locate 2 accounts with the information provided but neither account was used or billed. We have reached out by phone and email a few times requesting additional information to help up locate the account that is being billed. However, we have not heard back. We request that this member call us again as we can review the history of what has been done and request the additional information we need.

Reviews can only be removed if the person who posted the review sends us a request to remove it. We were in contact with this member when this happened last year and her concerns and feedback have been forwarded to our management team.

We want to acknowledge that Ms. is very upset with the way a report shemade was handled. We also want to acknowledge she feels that Care.com did notrespond to her in a timely manner and that she is frustrated that she was not given arefund for her Premium Membership. We also want to note that Ms. is upsetthat she was removed from the site.We first want to state that Ms. reached out to our Member Care team onNovember 11, 2019 via email. We have no record of her contacting us prior to this date.On the same day, November 11th, a representative of our Trust & Safety Team repliedto Ms. via email letting her know that her concerns were documented andwould be handled appropriately. We are not able to discuss the status of any othermembers account with Ms..We understand that Ms. is upset that her account was removed as well.Pursuant to the Care.com Privacy Policy and Terms of Use, Care.com is not required torelease the specific details as to why an account has been closed. However, below is alist of common reasons why an account may be terminated.As a membership-based online community, Care.com reserves the right, in its solediscretion, to terminate a member's Care.com membership for any reason or no reason,with or without notice. If Care.com terminates your membership, we have no obligationto notify you of the reason, if any, for such termination.In no particular order, reasons why we may remove a member from the Care.comcommunity include, but are not limited to:• The individual does not meet membership/eligibility criteria (e.g., is underagewithout parental consent)• Care.com does not offer its services where the member is located• The member is not active in the service• The member has misrepresented himself or herself and/or has provided falseinformation to Care.com• Suspicion of fraudulent activity• We were unable to verify the information the member provided when he/sheregistered• The member has posted or searched for inappropriate words/phrases/content onCare.com• The member, or a member of their household, may have been accused of,arrested for, charged with or convicted of a crime• Allegations of theft, abuse, harassment, or neglect have been brought againstthe memberPlease note that this list is not comprehensive and does not identify all reasons why anaccount may have been terminated. As stated above, Care.com may remove a memberfor any reason or no reason. Any decision by Care.com to remove a member'sCare.com membership does not constitute, and should not be interpreted or used as,information bearing on the member's character, general reputation, personalcharacteristics, or mode of living. We are not able to reinstate Ms.’s accountand unfortunately, she will not be able to continue conversating on our site with anycaregivers she had been in communication with.We also want to clarify that at the time that Ms.’s account was closed, weattempted to refund the $29 payment she had incurred on 10.22.2019 since she wasunable to utilize the remainder of her membership. Unfortunately, we were unable toprocess the refund as we received a message which indicates that Ms. needsto contact her financial institution for more information as to why her card could notreceive the refund.Lastly, we want to encourage Ms. to contact her local authorities if she feelsthere is an ongoing concern with any individual in her community. If she has anyadditional questions or concerns, she can reach out to us via email [email protected].

We want to acknowledge that Ms. is not satisfied with the response she receivedregarding her concerns and that she feels that the information she received pertained tocaregivers for hire. We also acknowledge that she has requested that we issue a refund to hermanually by a check mailed to her mailing address that appeared on her account.We want to note that the information provided to her is not for caregivers only, as thisinformation within our Terms of Use pertains to any and all members who enroll on our website.We have provided a screenshot below of the exact location within our Terms of Use that outlinesour removal policy. Ms. agreed to these terms when she enrolled on Care.com.We again must explain that we are not required or obligated to explain why Ms.’saccount has been removed. Her concerns regarding a caregiver she reported have beenappropriately addressed, though we cannot further discuss this matter, as previously explainedwe are not able to provide information about other members or their accounts. Any additionalsafety concerns regarding individuals off site again need to be addressed with Ms.’slocal law enforcement.We have requested a manual refund in the amount of $29 be sent to ***,***. It may take several weeks for this check to be received by Ms.. We do hopethis information provides better clarification regarding our removal policy.

We want to acknowledge that the member, Ms., claims to have not understood the Care.comsubscription when she enrolled and feels deceived by her experience with Care.com.We would also like to point out that all Care.com memberships are pre-paid and renewautomatically unless cancelled. The renewal can be cancelled at any time, but if it is notcancelled, all accounts renew based on the chosen subscription. Care.com does not takeliberties to opt members into a subscription that they did not choose for themselves.Additionally, once a member upgrades to a Premium Subscription, they receive an automaticbilling confirmation sent to the email address on file. The email explains the subscription planselected, renewal date and amount of next charge to be billed. Instructions on how todowngrade or cancel their subscription are provided as well as our Member Care Team contactinformation should they require assistance before the end of their current subscription term.Ultimately, Care.com members are responsible for managing and cancelling their accounts. Thewebsite offers a very thorough Help section designed to offer immediate assistance for accountmaintenance, as well as 24 hour email support, and live chat and call center support M-F. Isincerely hope that this clarifies the membership options that was given and illustrates howreadily available this information is during enrollment.We have reviewed Ms.’s refund request and have issued a refund for the most recent charge madeto the account. This refund meets the eligibility requirements in accordance with the Refund Policy. Ms.’s account has been refunded the maximum amount and no additional refunds will be offered.We would encourage Ms. to reach out to us at any time in the future for clarification orassistance with account.

I am not sure why the member states they were not refunded as the refund was processed as soon as she contacted us. We do not just reactivate accounts and we did suggest this member keep an eye on her bank account as she insisted she did not process this upgrade.

We want to acknowledge that Mr. and Mrs. claim to have not understood theCare.com subscription when they enrolled and felt deceived by their experience withCare.com. It is the responsibility of the member to cancel their subscription wheneverthey see fit. I apologize if they were not aware of this, however, this information isprovided at the time of upgrade, in the billing confirmation and outlined in our Terms ofUse.Additionally, when an account is upgrade through the *** app it is processed throughthe *** store. Purchases made through *** are subject to the ***Terms of Use and cannot be managed by Care.com. If Mr. and Mrs. have anyquestions about a refund, they will need to reach out directly to *** support forassistance.Please also note, that the Care.com Membership status that is billed through *** isalso managed through their *** account. Mr. and Mrs. can downgrade theCare.com membership at any time via the *** & App Store section of their mobiledevice’s Settings application. For more information about managing a Care.comsubscription via ***, please click HERE.Care.com takes feedback from our members very seriously and is always striving toprovide the best membership experience for them. We appreciate the feedbackregarding our subscriptions and billing practices. As such, I have personally submittedthis feedback to the appropriate department on their behalf.Lastly, Care.com offers a very thorough Help section designed to offer immediateassistance for account management, as well as 24 hour email support and call centersupport M-F. I would encourage Mr. and Mrs. to reach out to us at any time inthe future for clarification or assistance with this account.

It does not appear that this member reached out to us about any of these concerns. There are two active accounts and this may have been causing some if the issues. Caregivers on the site are not required to pay, the premium membership is optional and if the member did actually have a response to the applications, they would be able to read it and reply to it. The blurred out text when viewing the messaging section would indicate that both parties have the basic membership. One of the parties does have to be premium for messaging to begin. We do not send out unwanted applications, it appears the member is referring to the total applications that were sent on each account and may not be aware that both accounts are still active. When adding work history to the account, contact information is only required if the member wants to use as a reference and is not shown on the site.

We apologize for the frustrations Mr. has experienced with his Care.com account.In review of his account, it appears it has been reinstated. Mr. should have accessto this account as it was closed in error.Any decision by Care.com to remove a member's Care.com membership does notconstitute and should not be interpreted or used as information bearing on themember's character, general reputation, personal characteristics, or mode of living.Care.com takes feedback from our members on an ongoing basis to continue toimprove the site and our practices to provide the best possible experience. As such, Ihave personally submitted Mr.’s feedback regarding his membership and ourpolicies to the appropriate department on his behalf.

We want to acknowledge that Ms. claims to have not understood the Care.comsubscription benefits when she enrolled and feels deceived by her experience withCare.com.Care.com offers a free Basic Membership option so that our members can browse thesite and view the profiles of caregivers in their area before making a financialcommitment. We want to make sure that members get a chance to see if there arequalified candidates first.We have reviewed Ms.’s request for a refund and have refunded her mostrecent renewal charge as it meets our refund guidelines. It is the responsibility of themember to cancel their subscription whenever they see fit. The renewal feature wasclearly explained at the time when Ms. upgraded to a Premium Subscription.This feature is also clearly explained along with our refund policy in Section 8 ofCare.com’s Terms of Use, which Ms. agreed to at the time of enrollment on thesite. Ms. account is not further refund eligible.Care.com offers a very thorough Help section designed to offer immediate assistancefor account management, as well as 24 hour email support and call center support M-F.I would encourage Ms. to reach out to us at any time in the future forclarification or assistance with her account.