Policies & Terms

Customer Service & Contact

We are available Monday through Friday, 8:00 am to 6:00 pm Pacific time. We aim to respond to all inquiries the same business day.

Cancellation Policy

Favorite Child Elder Concierge memberships are billed monthly on a recurring basis. You may cancel your membership at any time.

• Notice required: Cancellations require 30 days written notice delivered to hello@favoriteelder.com.
• Effective date: Your membership will remain active through the end of the current billing period. Cancellation takes effect at the start of the next billing cycle following the 30-day notice period.
• À La Carte clients: No ongoing commitment. Individual bookings may be cancelled up to 24 hours before the scheduled visit without charge.
• Same-day cancellations: Visits cancelled with less than 24 hours notice may be charged at the standard hourly rate against your monthly hour balance.

To cancel, email hello@favoriteelder.com with your name, account email, and requested cancellation date. You will receive written confirmation within one business day.

Refund Policy

Favorite Child Elder Concierge provides a personal, time-based service. As a result, our refund policy reflects the nature of services delivered.

• Services rendered: Hours of service that have been delivered are non-refundable.
• Unused hours: Monthly membership hours do not carry over to the following month. Unused hours are forfeited at the end of each billing period.
• Early cancellation: If you cancel mid-cycle and have unused hours remaining, we will consider prorated refunds on a case-by-case basis at our discretion. Please contact us directly to discuss.
• Service dissatisfaction: If you are dissatisfied with any visit or service, please contact us within 5 business days. We take quality seriously and will work to make it right, which may include a credit toward future service hours.
• À La Carte: Visits cancelled with more than 24 hours notice will not be charged. No refunds are issued for services already delivered.

To request a refund review, contact us at hello@favoriteelder.com or 425.298.3894.

Dispute Resolution

We believe most billing questions can be resolved quickly and directly. Before initiating a formal dispute, we ask that you contact us first.

• Step 1 — Contact us: Email hello@favoriteelder.com or call 425.298.3894. Describe the charge in question and we will respond within one business day.
• Step 2 — Resolution window: We will review your account and respond with a resolution or explanation within 5 business days.
• Step 3 — Formal dispute: If we are unable to reach a resolution, you retain the right to dispute the charge through your card issuer or Stripe. We will cooperate fully with any formal dispute process.

Payments are processed securely by Stripe. Charges will appear on your statement as Favorite Child Elder Concierge.

Privacy Policy

Favorite Child Elder Concierge is committed to protecting the privacy of our clients and their families. This policy describes how we collect, use, and protect your information.

Information we collect:

• Contact information (name, email, phone, address) provided during signup or consultation
• Payment information processed securely through Stripe — we do not store card numbers
• Service preferences, household details, and visit notes captured during onboarding and service delivery
• Communications sent through the client portal or by email

How we use your information:

• To deliver and coordinate the services you have engaged us for
• To communicate with you and authorized family contacts about visits, scheduling, and account matters
• To process payments through Stripe
• To improve the quality of our service

Washington My Health My Data Act (MHMDA): To the extent that we collect health-related lifestyle information (such as mobility notes, dietary preferences, or wellness observations), we handle that information with care and share it only with individuals you have expressly authorized. You have the right to revoke authorization or request deletion of your data at any time by contacting us.

We do not: sell, rent, or share your personal information with third parties for marketing purposes. We do not display advertising.

Data retention: Client records are retained for the duration of the service relationship and for a reasonable period thereafter for billing and legal purposes. You may request deletion of your data by emailing hello@favoriteelder.com.

Security: Client data is stored in a password-protected portal. Payment data is handled exclusively by Stripe and subject to their security standards.

Questions about your data? Contact us at hello@favoriteelder.com.

Terms of Service

Service description: Favorite Child Elder Concierge (operated by MLTLLC) provides non-medical lifestyle concierge services to elder adults and their families in the greater Seattle Eastside area. We are not a healthcare provider, home care agency, or licensed medical service.

Scope of service: Our services are limited to non-medical lifestyle support including transportation, technology assistance, home logistics coordination, social scheduling, and nutrition logistics. We do not provide assistance with dressing, bathing, toileting, medication administration, or physical transfers. If a client's needs evolve to require such services, we will assist in identifying a licensed home care provider.

Client eligibility: Services are available to cognitively intact adults who are able to direct their own care and communicate their needs. The client or their authorized representative must be capable of independently entering and exiting vehicles for transportation services.

Billing: Membership fees are billed monthly in advance via Stripe recurring subscription. By enrolling, you authorize recurring charges to your payment method on file until cancellation in accordance with our cancellation policy.

Liability: Favorite Child Elder Concierge carries general liability insurance. We are not liable for outcomes resulting from the client's independent decisions, pre-existing conditions, or circumstances beyond our reasonable control. We are not a medical provider and do not assume medical responsibility for any client.

Governing law: These terms are governed by the laws of the State of Washington. Any disputes not resolved through our dispute resolution process shall be subject to the jurisdiction of the courts of King County, Washington.

Changes to terms: We may update these policies from time to time. Continued use of the service following notice of changes constitutes acceptance of the updated terms. Material changes will be communicated by email to the account holder.

Contact: Favorite Child Elder Concierge · Woodinville, WA 98072 · hello@favoriteelder.com · 425.298.3894