Cancellations & refunds

1. Before a booking is confirmed

You may cancel an unpaid, pending request in My account without a fee. The request status changes to Cancelled, and any reserved first-clean code is released. A new request can be submitted with different details.

2. Confirmed services

Proposed launch policy: cancel before service begins without a cancellation penalty. If payment has already been collected, request cancellation from Mr. White so the charge can be reviewed and the eligible amount refunded. Cancellation requests do not automatically issue refunds. An authorized administrator reviews and initiates eligible refunds through Stripe.

For a date or scope change, contact the business. A new date is subject to availability and your approval of any revised price. Customers will never be charged a new late-cancellation fee without prior clear disclosure and agreement.

3. Provider cancellation, missed visits, and disputes

If the provider cannot perform the confirmed service, the customer may choose an available reschedule or a full refund of the unperformed service and associated tax. A substitute professional requires the customer’s approval.

If part of a service was properly performed, any adjustment should reflect the work performed, the agreed scope, and applicable consumer rights. Report missed work, damage, or quality concerns promptly; reasonable evidence helps an investigation. A re-clean is an option only with the customer’s agreement and does not replace a legally required refund or other remedy.

4. How money is returned

For Stripe payments, approved refunds are requested to the original payment method. The business dashboard can request a full refund; partial or complex adjustments require review in Stripe. For an independent-professional payment, a full refund also requests reversal of the connected-account transfer and refund of the marketplace commission. A pending or failed refund is not a completed refund. The business should communicate the amount, reason, and initiation date. Posting time depends on the processor and financial institution; an exact bank arrival time is not guaranteed. Refund the related sales tax where required.

Discounts have no cash value. A refund cannot exceed the actual amount paid for the refunded service unless required by law. This policy does not restrict good-faith card disputes, statutory rights, or complaints to consumer-protection agencies.