Refund & Cancellation Policy
Last Updated: August 2026
1. Purpose
This Refund & Cancellation Policy governs cancellations, rescheduling requests, refunds, chargebacks, and payment adjustments for all services booked through the Helpzy Platform.
By booking a service through Helpzy, Customers agree to this Policy.
2. Cancellation by the Customer
Customers may cancel a booking through the Platform before the scheduled appointment.
The amount refunded may vary depending on:
- the time remaining before the scheduled appointment;
- whether a Helper has already been assigned;
- whether the Helper has already traveled to the property;
- operational costs already incurred by Helpzy.
Helpzy reserves the right to apply cancellation fees when permitted by applicable law.
3. Cancellation by the Helper
If a Helper cancels an accepted booking, Helpzy will make reasonable efforts to assign another qualified Helper.
If no replacement Helper is available, the Customer may:
- reschedule the booking; or
- receive a full refund.
Repeated cancellations by a Helper may result in disciplinary action, including suspension or permanent removal from the Platform.
4. Cancellation by Helpzy
Helpzy may cancel a booking when necessary to:
- protect Customers or Helpers;
- investigate suspected fraud;
- address payment issues;
- respond to severe weather or emergencies;
- comply with legal requirements;
- resolve operational issues beyond our reasonable control.
If Helpzy cancels a booking before the service begins, any eligible payment will be refunded.
5. Rescheduling
Customers may request to reschedule a booking through the Platform.
Rescheduling is subject to:
- Helper availability;
- service area availability;
- operational capacity.
A rescheduled booking may be assigned to a different Helper.
Changes in booking details may affect pricing.
6. No-Show by Customer
If the Customer:
- is unavailable;
- cannot provide access to the property;
- provides incorrect access information;
- refuses entry without justification;
the booking may be considered a Customer No-Show.
In such cases, Helpzy may:
- consider the service completed for payment purposes;
- apply a cancellation fee;
- decline to issue a refund.
7. No-Show by Helper
If a Helper fails to appear without a valid reason, Helpzy will make reasonable efforts to provide another Helper. If no replacement is available, the Customer may choose between:
- rescheduling; or
- receiving a full refund.
The absent Helper may be subject to disciplinary action.
8. Late Arrivals
Unexpected delays may occur due to traffic, weather, emergencies, or other circumstances.
Helpers are expected to notify Customers whenever possible. If a delay significantly affects the booking, Helpzy may:
- reschedule the appointment;
- assign another Helper;
- provide an appropriate refund where applicable.
9. Unsatisfactory Service
If a Customer believes the service was not completed in accordance with the booking, the Customer should report the issue through the Platform as soon as reasonably possible.
Helpzy may:
- request photographs;
- review documentation;
- contact both parties;
- investigate the complaint.
Depending on the circumstances, Helpzy may:
- offer a partial refund;
- offer service credits;
- arrange a re-clean when appropriate;
- deny the claim if the complaint cannot be substantiated.
Helpzy determines the appropriate resolution at its reasonable discretion.
10. Refund Method
Approved refunds will generally be returned using the original payment method.
Processing times depend upon:
- Stripe;
- the Customer's financial institution;
- the payment network.
Helpzy cannot control the time required by banks or card issuers to complete the refund.
11. Promotional Discounts
Refunds involving promotional codes, coupons, credits, or discounts will be calculated based on the amount actually paid by the Customer.
Unused promotional benefits generally cannot be redeemed for cash.
12. Tips
Tips are voluntary.
Once a gratuity has been authorized and successfully processed, it is generally considered final.
If a gratuity was submitted by mistake, Customers should contact Helpzy immediately.
Helpzy will review requests on a case-by-case basis but cannot guarantee reversal after funds have been transferred.
13. Chargebacks
Customers are encouraged to contact Helpzy before initiating a chargeback with their financial institution. When a chargeback is initiated, Helpzy may:
- suspend the associated account;
- investigate the transaction;
- request supporting documentation;
- dispute fraudulent chargebacks.
Fraudulent or abusive chargebacks may result in permanent account termination.
14. Fraudulent Refund Requests
Helpzy reserves the right to deny refund requests that are determined to be fraudulent, abusive, misleading, or unsupported by available evidence. Repeated abuse of the refund process may result in account suspension or permanent removal.
15. Exceptional Circumstances
Helpzy understands that unexpected emergencies may occur. Requests involving:
- medical emergencies;
- natural disasters;
- severe weather;
- government restrictions;
- other extraordinary circumstances;
will be reviewed individually.
Supporting documentation may be requested.
16. Limitation
Refund decisions are based upon the information reasonably available at the time of review. Helpzy reserves the right to make final determinations regarding refunds, credits, and booking adjustments to maintain fairness for both Customers and Helpers. Nothing in this Policy limits any rights that cannot legally be limited under applicable law.
17. Changes to this Policy
Helpzy may update this Refund & Cancellation Policy at any time. Material changes will be published on the Platform and become effective on the date indicated by the "Last Updated" notice.
18. Contact
Questions regarding this Policy may be directed to:
Helpzy
Support Team
Legal Department
Website:
ACKNOWLEDGEMENT
BY BOOKING A SERVICE THROUGH HELPZY, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO THIS REFUND & CANCELLATION POLICY.