How duplicate enquiries are charged in home care

Last updated: April 7, 2026

You will only be charged once per care seeker per month, regardless of how many branches they enquire with.

How duplicate charging works

  • One charge per care seeker, per month, across all your branches

  • The charge applies to the billing month in which the enquiries occur

  • All individual enquiries remain visible in Found, even when grouped as duplicates

Example

A care seeker enquires at three of your branches in the same month:

  1. Branch A — 5th of the month

  2. Branch B — 12th of the month

  3. Branch C — 20th of the month

Result: You are charged once for the highest intent enquiry, not three times.

How duplicates are identified

Lottie automatically matches care seekers using their contact details and the prospective resident's information. No action is required from you — duplicate charges are removed automatically.

Frequently asked questions

Q: What happens if a care seeker enquires at more than one of our branches? A: You will only be charged once per care seeker per month, regardless of how many times they enquire. This ensures fair pricing when care seekers explore multiple options within your group.

Q: Does this policy apply if the enquiries happen on different days? A: Yes, the policy applies regardless of when the enquiries occur within the month. As long as they're from the same care seeker, you'll only be charged once.

Q: How does Lottie identify duplicate enquiries? A: Our system tracks care seeker information (such as contact details and the prospective resident's information) to identify when the same individual has enquired multiple times.

Q: Will I be able to see all the enquiries from the same care seeker in Found? A: Yes, you can view all enquiries in Found. The system will identify duplicates so you can track the care seeker's journey.

Q: Do I need to do anything to ensure I'm not charged for duplicate enquiries? A: No, the system automatically identifies and removes duplicate charges. You don't need to take any action.

Q: What if I notice I've been charged twice for the same care seeker? A: If you believe you've been incorrectly charged for duplicate enquiries, please contact our Finance team at finance@lottie.org or our support team. They'll review your invoice and make any necessary corrections.

Q: Can I still see details for all duplicate enquiries? A: Yes, even though you're only charged once, you can still access all enquiry details for each enquiry the care seeker made in Found.