Refund & Cancellation Policy
What we promise
- Cancel free until 24 hours before your window. A late-cancellation fee applies only if the app shows it when you cancel.
- If the contractor doesn't show, you pay nothing and we rebook you immediately.
- If the work isn't right, we send someone back at no charge before we talk about money.
- If we can't fix it, you get your money back -- decided within two business days.
01 Cancellations by the homeowner
TIMING — CHARGE — MECHANICS
Before a Pro accepts — $0 — Nothing to release: no authorization is placed at booking.
After accept, 24 h or more before window — $0 — Nothing is charged. Pro receives no strike.
Under 24 h before window, Pro not — Late-cancellation fee, if shown — Billed as its own invoice and charged to the card yet travelling — when you cancel — on file. Strech compensates the Pro either way.
Pro already en route or on site — Late-cancellation fee, if shown — Same. There is no booking fee.
Homeowner not home at arrival — Late-cancellation fee, if shown — Pro documents with a photo after a 15-minute wait. One-tap reschedule offered.
Reschedule (not cancel), >4 h out — $0 — Unlimited, up to twice per job.
02 Cancellations and failures by the Pro
HOMEOWNER EVENT — WHAT WE DO PAYS
Pro cancels before the — $0 — Automatic re-dispatch. Homeowner told before they notice. window
Pro no-show — $0 — Instant re-dispatch to next/backup + $25 apology credit. Strike on the Pro.
Arrives >60 min late — Full price — 10% goodwill credit, automatic, no need to ask. without notice
Pro cannot complete — Trip fee at most — Re-dispatch a qualified Pro. If it was a mis-classification on our side, the job — the trip fee is on us, not the homeowner.
We can't fill the job at — $0 — We keep offering the job to qualified Pros. If none can take it: all — nothing is charged, and you get a $25 credit.
03 Quality problems -- the redo-first ladder
Order matters. We do not open with a refund; we open with a fix, because a fixed job keeps the customer and a refunded job doesn't.
1. Return visit. Same Pro if the homeowner is comfortable, different Pro if not. No charge. Scheduled within 48 hours. 2. Second Pro. If the return visit doesn't resolve it, a different Pro completes the work at our cost. 3. Goodwill credit. Where the work is usable but below standard, a credit comes off your invoice before it is charged -- the goodwill band, Sec. 4. 4. Full refund. Where the work was not delivered, made things worse, or cannot be salvaged, a support specialist reviews it with you and refunds the whole invoice to your original card. Card refunds usually appear within 5-10 business days.
The 30-day workmanship window applies to the same defect on the same job. It is not a maintenance plan and does not cover new problems, normal wear, or parts failure covered by a manufacturer.
04 The goodwill band
Before an invoice is charged, a support specialist can apply a goodwill credit of 10% to 45% of job value, which comes off the invoice total. Once an invoice has been charged, the remedy is a full refund of that invoice (Sec. 5); partial refunds of a charged invoice are not offered.
SITUATION — BAND — FUNDED BY
Late arrival, work fine — 10% — Strech
Poor communication, missed updates — 10-15% — Strech
Mess left behind, minor finish issues — 15-25% — Strech
Work done but visibly below standard, homeowner declines a redo — 25-45% — Strech
Our mis-classification caused a wasted visit — Up to 45% — Strech
Anything above 45% — -- — Senior support review
Goodwill credits are funded by Strech. They reduce what you pay, never what your Pro is paid for the work.
05 Full refunds and non-refundables
ALWAYS FULLY REFUNDED — NEVER REFUNDED
Work never performed — Buyer's remorse after satisfactory completion Wrong work performed — Cosmetic preferences that match the job description Property left in a worse state and not remediated — Damage the homeowner caused after completion Duplicate or erroneous charge — Late-cancellation fees the app showed when you cancelled Unauthorized charge, once verified — Claims first raised more than 30 days after completion Change order charged without approval — Repeated pattern of refund requests across jobs (fraud review)