Refund, Cancellation & Dispute Policy
Escrow. Household payment is authorized at booking and released to the Family upon the Household's completion approval, or automatically 48 hours after the Teen marks the work finished, if the Household doesn't respond.
Cancellations.
- Household cancels 24 hours or more before the window: no charge.
- Household cancels under 24 hours: a 10% inconvenience credit to the Family; remainder refunded.
- Family cancels at any time: no charge to the Household; repeated late cancellations affect roster standing.
- Weather: outdoor jobs are auto-offered a reschedule; either side may take a full-refund cancellation instead.
No-shows. If the Household is not available or accessible at the window, the Family receives 25% of the job price and the Teen leaves. If the Teen does not show, the Household is refunded in full and the captain is notified.
Quality disputes (before release). If the Household declines completion, the dispatcher attempts a resolution — a re-do window at the Family's option, a scope adjustment, or a partial release. If it is unresolved after 72 hours, the captain decides a split within the escrowed amount. Captain decisions on amounts of $250 or less are final within the platform.
After release. Released funds are the Family's. Post-release complaints may result in a platform-funded goodwill credit, not a clawback from the Family. We do not take back a kid's paycheck.
Property damage. Report within 72 hours with photos; the captain mediates between the Household and the Family. The platform may facilitate a voluntary resolution but is not liable for damage. Households acknowledge homeowner's insurance is the ordinary remedy for significant damage; Families are responsible for the Teen's exercise of reasonable care.
Subscriptions. Annual household subscriptions are refundable pro-rata in the first 60 days, then non-refundable; the founding-rate lock is forfeited on refund. Gift-code memberships have no cash value.