1. Cancellation Windows

Your cancellation fee depends on how much notice you provide:

Why these fees?

Cancellation fees protect service providers who block their time for your appointment. Late cancellations and no-shows prevent them from accepting other jobs, resulting in lost income.

2. How to Cancel

For Customers

1. Go to My Bookings in the app
2. Find your upcoming appointment
3. Tap Cancel Booking
4. Confirm cancellation and review any applicable fees
5. You'll receive an email confirmation immediately

For Service Providers (Pros)

1. Go to Schedule in your pro dashboard
2. Find the appointment
3. Tap Cancel Job and provide a reason
4. The customer will be notified immediately and receive a full refund

3. No-Show Policy

Customer No-Shows

If you fail to show up for a scheduled appointment without canceling:

• You will be charged 100% of the service fee
• The service provider will receive full payment for their time
• Repeated no-shows (3+ within 6 months) may result in account suspension
• To dispute a no-show charge, contact support within 48 hours with evidence (e.g., you were there but the pro didn't show)

Pro No-Shows

If a service provider fails to show up for a confirmed appointment:

• You will NOT be charged
• You'll receive a $25 credit toward your next booking (if you waited more than 15 minutes)
• The pro will face penalties (see Pro Cancellation Policy above)
• Report no-shows immediately via in-app support or call/text support

4. Refund Process

When are refunds issued?

• Free cancellations (24+ hours): Full refund
• Late cancellations (2-24 hours): 50% refund
• Pro cancellations: Full refund regardless of timing
• Service quality issues: Full or partial refund after review (see Section 5)
• Pro no-shows: Full refund + $25 credit

How long do refunds take?

• Credit card: 5-10 business days (depends on your bank)
• Debit card: 5-10 business days
• PayPal/Venmo: 3-5 business days
• Apple Pay/Google Pay: 5-10 business days (routed through card issuer)

You'll receive an email confirmation when the refund is processed. If you don't see the refund after 10 business days, contact your bank or HelpPls support.

5. Dispute Resolution Process

Service Quality Issues

If you're unhappy with the service you received, follow these steps:

1. Contact the Pro First (Recommended): Many issues can be resolved quickly by talking to the service provider directly. Use in-app messaging to explain the issue.
2. File a Dispute (if unresolved): Go to My Bookings → [Appointment] → Report Issue. Provide:
   • Description of the problem
   • Photos or video evidence (if applicable)
   • What resolution you're seeking (refund, redo, partial credit)
3. HelpPls Review: Our team will review within 2 business days and contact both parties for more information if needed.
4. Resolution: We'll issue a decision (full refund, partial refund, no refund, or offer to have work redone) within 5 business days of the dispute filing.

What qualifies for a refund?

• Work not completed: Pro left job unfinished without agreement
• Poor quality: Work does not meet reasonable standards (with photo evidence)
• Damage: Pro caused property damage
• Safety violations: Pro violated safety protocols
• Not as described: Service materially different from what was booked

What does NOT qualify for a refund?

• Buyer's remorse: "I changed my mind" after service is completed
• Unrealistic expectations: Work was done correctly but you expected something different
• Minor imperfections: Small cosmetic issues that don't affect functionality
• Existing damage: Issues that existed before the pro arrived
• Customer-caused issues: Problems resulting from incorrect information you provided

Dispute Timeline

• You must file disputes within 30 days of service completion
• After 30 days, all charges are considered final
• For physical damage claims, file immediately (within 48 hours)

6. Emergency Cancellations

We understand that emergencies happen. The following situations qualify for fee waivers:

Waived Cancellation Fees

• Severe Weather: Unsafe travel conditions (flooding, ice storms, hurricanes). Official weather warnings must be in effect.
• Medical Emergencies: Hospitalization or serious illness requiring immediate care. Documentation may be requested.
• Family Emergencies: Death or serious injury of immediate family member.
• Home Emergencies: Burst pipes, fire, gas leak, or other urgent home safety issues preventing service.
• Government Orders: Mandatory evacuations, shelter-in-place orders, or other official restrictions.

How to Request Emergency Waiver

1. Cancel the appointment as soon as possible
2. Contact HelpPls support immediately via in-app chat or email
3. Explain the emergency and provide documentation if applicable
4. Our team will review and respond within 24 hours

7. Rescheduling (No Fees)

You can reschedule appointments without fees:

• Anytime before the appointment: Free rescheduling if the pro has availability
• Go to My Bookings → [Appointment] → Reschedule
• Choose a new date and time from the pro's available slots
• Pro must accept the new time (automatic if within 7 days, otherwise requires pro approval)

8. Payment Holds and Releases

When are payments charged?

• Instant Book: Charged immediately when you confirm the booking
• Quote-based: Charged when you accept the pro's quote
• Funds are held by HelpPls until service is completed

When are pros paid?

• After service is marked as complete
• After a 24-hour quality assurance window (you can dispute during this time)
• Pro receives payment 2-5 business days after service completion

9. Partial Refunds

In some cases, we may issue partial refunds:

• Partial service: If only part of the work was completed satisfactorily
• Minor quality issues: Work was mostly good but has some defects
• Reduced scope: If you and the pro agree to reduce the scope of work mid-job

Partial refund amounts are determined on a case-by-case basis by the HelpPls support team.

10. Chargeback Policy

11. Refund to Original Payment Method

• All refunds are processed to the original payment method
• We cannot refund to a different card or account
• If the original payment method is no longer valid (expired card, closed account), contact your bank — they can usually redirect the refund
• For questions, contact [email protected]

12. Contact Support

If you have questions about cancellations, refunds, or disputes:

• In-app chat: Fastest response (usually within 1 hour during business hours)
• Email: [email protected]
• Phone: Available in the app under Settings → Help & Support
• Hours: Monday-Friday 8am-8pm CT, Saturday-Sunday 10am-6pm CT

13. Policy Updates

We may update this policy from time to time. We'll notify you of material changes via email or in-app notification at least 30 days before they take effect. Continued use of HelpPls after changes go into effect constitutes acceptance of the new policy.

14. Governing Law

This Refund & Cancellation Policy is governed by the laws of the State of Texas. For full terms, see our Terms of Service.