Cancellation Policy

Cancellation, Refund and Service Termination Policy

Effective date: 1 October 2026

Kiidu aims to provide clear and fair cancellation and refund terms for families and caregivers. This policy explains how cancellations, refunds, interview fees, subscriptions, placement commission and service termination are handled.

This policy must be read together with the applicable Customer Agreement, service terms and pricing information. Mandatory rights under applicable law are not excluded.

1. On-Demand Service Cancellations

For confirmed on-demand bookings, the following proposed refund schedule applies when the customer cancels. The cancellation period is measured from the scheduled start time, based on when Kiidu receives the cancellation request through an approved communication channel.

• 7 days or more before the scheduled start: 100% refund of the eligible booking amount.
• More than 24 hours but less than 7 days before the scheduled start: 50% refund of the eligible booking amount.
• 24 hours or less before the scheduled start: No refund of the eligible booking amount.

The 10% service fee is non-refundable for every customer-initiated cancellation, regardless of when the cancellation is made, to the extent permitted by applicable law. The refund percentages above are calculated after excluding the 10% service fee. The service fee must be clearly disclosed to the customer before payment.

If Kiidu or the caregiver cancels, or the service cannot be provided for reasons attributable to Kiidu, Kiidu will offer an appropriate replacement, rescheduling or refund in accordance with the applicable service terms and law. The non-refundable service fee rule does not apply where it would unlawfully restrict a customer's mandatory rights or where applicable law requires a refund.

Any separate caregiver compensation, booking fee, service fee or other charge must be explained before the customer confirms the booking. No term in this policy excludes rights or remedies that cannot lawfully be excluded.

2. Long-Term Service: Interview Fees

The following proposed rules apply to interview cancellations and rescheduling:

• More than 24 hours before the scheduled interview: 100% refund of the eligible interview fee.
• 24 hours or less before the scheduled interview: No refund of the eligible interview fee, subject to applicable law.
• Candidate no-show: Kiidu will arrange a replacement interview without an additional interview fee or refund the interview fee if a replacement cannot reasonably be arranged.

Requests to change the interview date, time or location are treated as cancellation or rescheduling requests where they affect the original confirmed arrangement. Requests must be submitted through an approved Kiidu communication channel.

If Kiidu reschedules an interview, Kiidu will notify the customer and offer a reasonable alternative. Refunds will be handled under the applicable terms and law.

3. Subscription and Processing Fees

Subscription and processing fees cover the services specified in the selected plan, which may include candidate sourcing, profile access, interview arrangements, matching support and replacement services, subject to plan limits.

• The applicable subscription period, service category and replacement entitlement will be confirmed at purchase.
• A subscription applies only to the service category specified in the selected plan unless Kiidu confirms otherwise in writing.
• Once a subscription has been activated or used, it generally cannot be transferred or changed, subject to the applicable plan terms and mandatory legal rights.
• Subscription fees are generally non-refundable once the service has commenced, except where the applicable agreement, Kiidu’s policy or law provides otherwise.

Nothing in this section removes a refund or other right that cannot lawfully be excluded.

4. Placement Commission and Early Employment Termination

Any placement commission must be calculated and charged in accordance with the customer’s signed agreement and the fee disclosed before hiring.

If employment ends shortly after the candidate starts work, any refund, credit or deduction will be determined by the applicable signed agreement and any applicable replacement or refund policy.

Kiidu must provide the customer with a clear written calculation explaining any approved refund or deduction, including the applicable dates, rates and amounts.

No refund formula on this website overrides a signed agreement or mandatory legal rights. Any conflicting commission terms must be clarified in writing before the customer is charged.

5. Outstanding Payments and Suspension of Service

Kiidu may suspend further services when an amount that is properly due remains unpaid, subject to applicable law and the customer’s agreement.

Where payment remains outstanding, Kiidu may notify the customer and provide a reasonable opportunity to settle the amount. If payment is not received within the period specified in the applicable agreement or notice, Kiidu may cancel future arrangements or terminate the relevant service where permitted.

Suspension or termination does not automatically eliminate rights or obligations relating to services already delivered, outstanding amounts, refunds or claims.

6. Refund Requests and Processing

Customers should submit refund requests to [email protected] and include:

• Customer name and booking or invoice reference.
• The service and scheduled date.
• The reason for the cancellation or refund request.
• Relevant payment confirmation or supporting documents.

Kiidu will acknowledge and review refund requests and may request reasonable additional information to verify eligibility.

For eligible refunds, Kiidu will explain the approved amount and expected processing time. Any stated processing period must reflect Kiidu’s actual payment procedures and applicable legal requirements.

Customers should submit requests promptly. Any contractual deadline for submitting a claim applies only to the extent permitted by law and does not remove mandatory legal rights.

7. Replacement Services

Replacement services are available only where included in the customer’s subscription or other written service agreement and subject to its eligibility conditions and limits.

Where a replacement is approved, Kiidu will aim to provide suitable replacement options within 1–30 calendar days after confirming receipt of the complete replacement request. This is a target timeframe, not a guarantee of placement within that period.

The actual time may depend on service requirements, location, candidate availability and the applicable plan. Kiidu will communicate material delays and discuss available options.

8. Customer Conduct and Termination

Kiidu may suspend or terminate services where reasonably necessary and permitted by law if a customer engages in serious misconduct, including:

• Physical abuse, threats, harassment or intimidation.
• Sexual harassment or other abusive conduct toward a caregiver or Kiidu staff.
• Unsafe, unlawful or exploitative working conditions.
• Serious or intentional breaches of agreed payment obligations.
• Other material breaches of the customer agreement.

Where appropriate and lawful, Kiidu may provide notice and an opportunity to address the issue. Immediate suspension or termination may be necessary where there is a serious safety risk or other urgent justification.

Any outstanding payment, refund or replacement entitlement will be assessed under the applicable agreement, this policy and mandatory law.

9. Cancellations by Kiidu or the Caregiver

If Kiidu or a caregiver cancels a confirmed service, Kiidu will notify the customer as soon as reasonably practicable.

Depending on the service and circumstances, Kiidu may offer rescheduling, a suitable replacement or a refund of the affected eligible fee in accordance with the applicable terms and law.

Kiidu will explain the available options to the customer.

10. Contact

For cancellation and refund enquiries:

Email: [email protected]
 Telephone: +66 2 001 3846
 LINE: @kiiduthailand

Please retain your booking confirmation, invoice and cancellation communication for reference.

Legal notice: This policy is subject to applicable Thai law. Nothing in it excludes or limits a right or remedy that cannot lawfully be excluded or limited.