Customer Cancellations
No fee
2+ hours before
Full refund
Partial fee
30min - 2 hours
50% refund
Full charge
Less than 30min
No refund
Provider Cancellations
Full refund + $20 credit
If a provider cancels, you receive an immediate refund plus a $20 service credit
Priority rebooking
We'll immediately match you with another available provider at no extra cost
Provider accountability
Late cancellations impact provider ratings and may result in platform penalties
Weather & Emergency Exceptions
Full refunds are provided for cancellations due to:
- Severe weather conditions (storms, flooding, etc.)
- Natural disasters or declared emergencies
- Illness documented by healthcare provider
- Property access issues beyond customer control
Free Rescheduling
You can reschedule any booking for free if done 2+ hours before the scheduled time. Simply select a new time and we'll notify your provider.
Note: Refunds are processed within 5-7 business days to your original payment method. Service credits are applied instantly to your account.