Alto does not store any of your payment information. We use third party company Stripe to process all payments and refunds. Stripe primarily offers payment processing software and application programming interfaces for e-commerce websites and mobile applications.

If you have further questions on how online payments through Stripe work, click here. If you have additional questions about Stripe’s policies please visit their Privacy & Terms. 

Caregiver Payouts

Effective as of January 11, 2025

Caregiver payouts are completed via Stripe and are direct deposited weekly. Each pay period ends on Friday at 12:00am CST. Payments for a given period will be processed the following Friday at 12:00 AM CST. Please note that it may take 5-10 business days for the funds to appear in your account.

Examples:

If a booking occurs on a Thursday, the caregiver's payment will be processed on the Friday of the next week.

If a booking takes place on a Monday, the caregiver's payout will similarly be processed the following Friday (11 days later).

Note that some banks may require additional time to process deposits. If you have not received any payment for a booking that was completed more than 20 business days ago please contact us at caregivers@findalto.com.

Alto’s Fee

Caregivers contribute 15-20% of their hourly rate to access Alto's caregiver support system. This includes insurance, tools that make caregiving easier, safer, and more sustainable, and personalized support from Alto’s team. This contribution also allows Alto to invest in developing new tools and continually improve the caregiver and careseeker experience, ultimately empowering everyone to focus on what matters most: delivering and receiving quality care.

Where can I see my total yearly earnings?

Your total yearly earnings are available in Stripe.

Refund Policy

A booking that is cancelled more than 48 hours prior to the booking occurring will result in a full refund. Bookings that are cancelled by the caregiver, or that the caregiver didn’t show up for, will result in a full refund.

If a careseeker fails to provide 48 hours notice for cancellation, they will be charged 50% of the booked services. If there was an issue with your booking and you would like to request a refund, please contact support@findalto.com.

All refunds are processed via credits to your account. Customer requests for Credits, including requests to receive a refund to the original payment, can be sent to support@findalto.com, with those requests being processed on the last day of each calendar month.

Invoicing Policy

Clients that have elected to participate in Alto’s invoicing program, or who have set up direct billing with FSCD, Blue Cross CDHCI, or another program, will be subject to the following invoicing policy. To find out if you can participate in the invoicing program, talk to a Care Coordinator.

Invoicing periods are as follows:

• Invoice 1 will be sent on the 1st and will include all visits between the 16th and the last day of the previous month.

• Invoice 2 will be sent on the 16th and will include all visits between the 1st and the 15th of the billing month.
  **Cutoff times between periods are at midnight CST.

Payments are due as follows:

• Payment for Invoice 1 is due on the 2nd of the month by midnight.

• Payment for Invoice 2 is due on the 17th of the month by midnight. 

Payment can be made via Visa, Mastercard, American Express, Visa Debit, and Mastercard Debit. Regardless of preferred payment method, a credit card is required to keep on file in order to partcipate in the invoicing program.

** Our policy as it pertains to shift-specific changes will remain that you let us know of any changes to a shift within 24 hours of the shift occurring. This includes cancellations, absences, and extensions. If there are any invoice-specific issues, you will still have up to 48 hours after receiving the invoice to report any discrepancies to our team before we require payment.